SHIPPING & RETURNS

SHIPPING & RETURNS

Shipping Carrier

All domestic orders are shipped via Startrack courier service. Upon completion of your order, you will receive an order confirmation email that will note Startrack as the carrier used for your products.

We ship to both Australia and international addresses. All international shipments are subject to additional fees such as duties, taxes and customs clearance fees. These fees are the sole responsibility of the client. We do not ship to PO Boxes.

We also offer local pickup for our customers in commutable distance to our location in Melbourne Australia. The Local Pickup option is available on the Checkout page.


Shipping Policy

Vivid Advertising, Inc. will not be held liable for any delays in the shipping of products. The lead or delivery times indicated on this website are only estimates. These estimates should not be misconstrued as actual amounts of time for production. Vivid Advertising will also not be held liable for any third-party carrier delaying in the delivery of products. All claims must be processed directly with the third-party carrier. Vivid Advertising will honour its return policy for products that are not received in a customer's expected time frame if the shipment was not shipped out on the day specified when the order was placed or when the artwork was approved.

If the order was shipped out on the day specified, no refund will be given. Vivid Advertising will upgrade the shipping at no cost if the fault lies with Vivid Advertising. There will be no refund of shipping costs if a third-party shipping company is responsible for a shipment not arriving at the destination on the specified date. A claim can be opened with the third-party on your behalf and a refund of any kind must be issued by the third-party shipping partner and not by Vivid Advertising

Please review the Return Policy and Product Exceptions to Return Policy to make sure your order can be returned.

Damage due to losses in shipment, vandalism, theft, fire, or natural disasters may be covered by your insurance and/or common carrier. Please check these resources prior to calling Vivid Advertising. In most incidences, you will need to file a claim with the carrier should it be damaged during transit. Vivid Advertising is not responsible for filing this claim. Once the claim is paid to you, you will then need to reorder the product from Vivid Advertising.

All international shipments are subject to additional fees such as duties, taxes and customs clearance fees. These fees are the responsibility of the client. In the event that these fees are charged to Vivid Advertising these fees will be paid on behalf of the client and in turn will be billed to the client. The credit card that was used to place the order will be charged for these additional fees.


Delivery Times

We extend a full range of shipping methods to meet your budget and your deadlines. 

METHOD SPEED*
Standard Shipping 3-6 business days**
Express Shipping 3 business days
STANDARD OVERNIGHT 1 business day
 OVERNIGHT 9 AM 1 business day

To calculate your transit time, please visit the Startrack website
*These shipping speeds are estimates for addresses throughout Australia. Delivery time will depend upon a combination of factors including the time the order was placed, the shipping method specified and the destination of the order. 
** Business days include Monday-Friday, excluding holidays.


Shipping Rates

Upon checkout, you will be prompted to enter your Post Code to calculate the shipping cost for your entire order. The cost for shipping is determined by the following:

  1. The destination of your order
  2. The total weight
  3. Your specified shipping method 

Please take into account that expedited shipping options will have higher costs than Standard Ground shipping. Once a shipment has left our facility, Vivid Advertising will not be liable for rerouting a shipment to any address other than the one provided at the time of shipment. Vivid Advertising will not be responsible for any fees for rerouting or redirecting due to incorrect address information provided at the time of purchase/payment.


Order Tracking

As soon as your order is processed and shipped, we will send you a Shipment Notification e-mail. This Shipment Notification e-mail will include a list of the products in the shipment, the shipment destination, your specified shipping method and your tracking number.

Please note that it may take up to 24 hours before your tracking information is available from FedEx. You can also retrieve your order status from the link on the order confirmation email.


Return Policy

All return/refund requests for products from Vivid Advertising must be made within three (3) days of the receipt date, for a full refund with the exception of the products listed below in the Product Exceptions to Return Policy. All items must arrive at our warehouse within ten (10) days of the return request, no exceptions. All returned merchandise must be returned unused in the original packaging including manuals, accessories, cables, etc. with the Return Merchandise Authorization (RMA) number clearly printed on the outside of the package.

In order to return or exchange (under the Warranty guidelines described below) all or part of your order, you must contact us for a Return Merchandise Authorization number (RMA). You must email support@vividads.com.au to obtain an RMA number from a Vivid Advertising representative.

All free items must be returned together with purchased items in order to receive a full refund. Every component and accessory (including free promotional items) must be returned together with purchased items in order to receive a full refund. Any shipping and/or handling charges on the original order cannot be refunded. At our discretion, we may levy a restocking fee up to 50% of the cost of items returned. Any vouchers or gift certificates earned by a returned order will be voided, and the voucher amount will be charged to any order to which it was applied.

Vivid Advertising is not responsible for shipping costs or damage on returned items. Units to be returned should be packed carefully. Please be advised that packages sent by normal Auspost cannot be tracked to ensure delivery. Since Vivid Advertising cannot provide credit for a return without confirming its receipt, we recommend that you use a delivery service that can be tracked and or insured.

Product Exceptions to Return Policy

Customized product orders do not apply to the Return Policy stated above. Customized items include, but are not limited to any graphics, customizable colour panels, flooring or special order items. Customized items will not be able to be returned. If there is any question as to whether the product can be returned or not, please call 1300 72 16 14 and ask Vivid Advertising representative.

Graphics and Customized Products

Customized product orders do not apply to the Return Policy stated above. Customized items include, but are not limited to any graphics, customizable colour panels, flooring or special order items. Customized items will not be able to be returned.

All graphics and customized product order disputes must be reported within 24 hours of receipt of merchandise. All claims include but are not limited to any such discrepancy between the approved online proofs and the merchandise that was received. All claims must be made in writing within 24 hours from the time of receipt of merchandise and should be directed to  support@vividads.com.au. All claims made after the 24-hour period of receipt of merchandise will not be honoured, no exceptions.

All printed graphics orders are to be handled very carefully. If careful handling is not followed, delamination, creasing and/or wrinkling may occur and Vivid Advertising accepts no responsibility for any such damage to graphics. If you need help with proper graphics care instructions, please contact a Vivid Advertising representative at 1300 72 16 14.

All graphics purchased from Vivid Advertising are considered final sales. There is no warranty or refund period for graphics purchases. Please follow the Return Policy stated above for any return questions.

If there is any question as to whether the product can be returned or not, please call 1300 72 16 14 to speak with Vivid Advertising representative.


Return Process

All orders from Vivid Advertising may be returned within three days of receipt for a full refund. Requests after this date will not be honoured. Please review the guidelines described in our Return Policy above. In order to return or exchange all or part of your order, please use the following steps as a guide:

  1. Log in to your User Account on the vividads.com.au website.
  2. Navigate to the RMA Request page by clicking the link on the left-side navigation.
  3. Fill out the RMA Request form for the product(s) you intend to return or exchange.
  4. You will be contacted by a representative from our Customer Service team regarding the details of your return request.
  5. If your merchandise is eligible for return, we will issue you an RMA number, which must be printed on the outside of the package containing the returned goods.
  6. Ship the returned goods to our facility using your preferred carrier. We recommend using a carrier that provides tracking or insurance to ensure delivery.
  7. Once we receive and inspect your returned goods, we will issue your refund accordingly.
Customer Happiness Team

Head Office

Vivid Ads Pty. Ltd. (ABN 49210655341)
43 Barclay Road, Derrimut
Victoria 3026 Australia
Tel: 1300 72 16 14 (Australia wide)
Fax: 03 8456 6234
Email: sales@vividads.com.au

  • (02) 4032-6462 (NSW)
  • (02) 6181-2727 (ACT)
  • (03) 9380-7749 (VIC)
  • (07) 3014-0337 (QLD)
  • (08) 6336-9460 (WA)
  • (08) 8120-3100 (SA)
  • (08) 8914-0040 (NT)