Eligibility for Returns/Replacements
Damaged or Defective on Arrival
Please take the time to inspect all packages for any damages or missing parts after you have received the product and document the issue with photos or videos. You will have 7 business days from the point of delivery to notify us, which allows us to file a claim with the shipping parcel.
If your product qualifies under this category, we will provide you with a complimentary return shipping label, covering the return delivery cost.
If reports are submitted outside of this specified time window, please note that we reserve the right to reject returns under this reason, so that you may be responsible for the return delivery cost.
30-Day Trial
You can return your purchase within 30 days of delivery. Note that you will be responsible for the return delivery fee.
*Please note that the refurbished version products are not eligible for a 30-day trial. The return shipping fee above is applicable only for orders shipped to AB, BC, SK, MB, ON, and QC. For customers residing in other areas, please reach out to support@vibe.us for further assistance.
Others
If you believe your product should be returned for technical escalation or replacement during the warranty period, please submit a ticket for further processing.
Return process
1. Request Submission by Customer
Complete the Return Merchandise Authorization form.
Please indicate if a replacement is needed.
Please include images or videos for the packaging box and the damaged items.
2. Request Review by Vibe
Our support team will evaluate your request within 1 business day.
If approved, we’ll provide a shipping label for return.
If rejected, reasons will be communicated via email.
3. Returned by Customer
Please return the product to our warehouse at the below address:
Calgary warehouse
Address: BAY 9,4069 112 AVE SE,CALGARY,AB,T2C 0J4
Contact: Leon Li
Phone: 403-479-8579
Refunds
We’ll notify you once we receive and inspect your return. If approved, refunds are processed to the original payment method and typically take up to 10 business days. If you experience delays, please:
Check your bank account again.
Contact your bank or credit card company, as posting times vary.
If you still haven’t received your refund, please contact support@vibe.us .
Partial refunds may be issued if you’re responsible for return delivery fees, or if returned products are damaged or have missing parts.