FAQ

COVID-19 Update

In light of the ever-evolving Coronavirus (COVID-19) outbreak, we’ve been closely monitoring the advice of the World Health Organization and reviewing our approach regularly. Our greatest priority at this time is the health and safety of all our team members and you, our valued customers. During this time we have implemented some additional precautionary measures which we’d like to share with you:

• HQ staff members are working from home in split shifts

• Our warehouse has implemented split shifts

• Our warehouse is being sanitised thoroughly in between all shifts

• Additional cleaning and sanitising supplies available for all staff members

• Our warehouse and the entire staff is practising social distancing 

• Staff temperatures are to be checked prior to coming into work

Shipping

Due to global health events beyond our control, DHL, USPS, and FedEx are currently experiencing shipping delays.Your package may be held by the carrier for delivery at a later date while they work to keep safety top of mind.Please be sure to monitor your tracking details once your order has been shipped by our team, and reach out to the carrier for more details if your order is delayed. 

Due to COVID-19, we are having a harder time keeping some of our supplies in stock. This does not apply to all items, however, do not be alarmed if your non-custom item is experiencing a slight delay. Rest assured, you will be communicated with via email. 

When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. These charges are typically due once the package arrives in the destination country.In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.VibeSzn can’t predict which of these fees, if any, will be applied. VibeSzn isn’t responsible for any additional charges that may apply after a purchase is completed on VibeSzn.

If your package is subject to customs fees, your package may be held at your local customs office. Contact your local customs office to find out your next steps as you may need to pay additional charges.  

To change your address, please email customerservice@vibeszn.com with your address change and order number. If the item you purchased is a non-custom item, you may only have 12 hours to let us know because we ship non-customized items immediately. If you ordered a custom item by itself, you will have a little more time to notify us, but it is always best to notify us asap.

 

Shipments 

Packages are generally dispatched within 3-5 business days after receipt of payment and are shipped via USPS First Class -this excludes personalized items. 

Custom items take up to 15-20 business days to ship as these items are made-to-order. With this being said, our shipping time frame is only an estimation, this is not a guarantee due to the unpredictable intake of orders on any given day. Every custom item we create is manufactured through a structured production process that is expected to be completed within this time frame. Since each custom item is made exclusively for you, there can be unexpected delays due to our personalized production process. If your order is experiencing a slight delay, there is no need to worry - feel free to reach out to customerservice@vibeszn.com at any point for an update. Once shipped, packages generally arrive in 2-5 business days. 

Non-Custom & Custom combined orders will be shipped together once your custom item(s) is completed. A major part of the VibeSzn experience is the unboxing - that is why we ship everything together in one of our reusable custom branded boxes. Please keep this in mind when placing your order, if you are planning to received non-customized items sooner, we recommend placing separate orders for custom items and non-custom items.  

 

Tracking

We provide tracking for all orders. You will receive your USPS First Class tracking information via email once your order is fulfilled and shipped from our warehouse.

Shipments 

Packages are generally dispatched within 3-5 business days after receipt of payment and are shipped via USPS First Class-this excludes personalized items. 

Custom items take up to 15-20 business days to ship as these items are made-to-order. With this being said, our shipping time frame is only an estimation, this is not a guarantee due to the unpredictable intake of orders on any given day. Every custom item we create is manufactured through a structured production process that is expected to be completed within this time frame. Since each custom item is made exclusively for you, there can be unexpected delays due to our personalized production process. If your order is experiencing a slight delay, there is no need to worry - feel free to reach out to customerservice@vibeszn.com at any point for an update. Once shipped, packages generally arrive in 2-5 business days. 

Non-Custom & Custom combined orders will be shipped together once your custom item(s) is completed. A major part of the VibeSzn experience is the unboxing - that is why we ship everything together in one of our reusable custom branded boxes. Please keep this in mind when placing your order, if you are planning to received non-customized items sooner, we recommend placing separate orders for custom items and non-custom items.  

 

Tracking

We provide tracking for all orders. You will receive your USPS First Class tracking information via email once your order is fulfilled and shipped from our warehouse.

Yes, we ship worldwide!  Please note that dependent on your location, there may be duties and taxes incurred on your shipment that you will be responsible for. Please note the VibeSzn does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Non-Custom & Custom combined orders will be shipped together once your custom item(s) is completed. A major part of the VibeSzn experience is the unboxing - that is why we ship everything together in one of our reusable custom branded boxes. Please keep this in mind when placing your order, if you are planning to received non-customized items sooner, we recommend placing separate orders for custom items and non-custom items.  

 

Tracking

We provide tracking for all orders. You will receive your USPS First Class tracking information via email once your order is fulfilled and shipped from our warehouse.

We are located in St. Louis, MO & all items will ship from our warehouse here:

710 N. Tucker Blvd. Suite 307, St. Louis, MO 63101

Order FAQ

You may cancel your order within 12 hours of it being placed. If your order has already shipped out, we can no longer cancel it and will have to treat it as an exchange. If you would like to cancel your order, please email our Customer Service Team at customerservice@vibeszn.com and make sure to include your order number and full name the order was placed under..

You will receive USPS First Class tracking information via email once your order is fulfilled and shipped. Please keep in mind that all personalized products take up to 15-20 business days to ship from our warehouse.

Tracking link: https://tools.usps.com/go/TrackConfirmAction!input.action

You will receive a confirmation email after you place your order. You will only receive tracking information once your order has been shipped. You will not receive any emails between processing and production.

If you do not see a confirmation email after you place your order with an order number, please check your spam folder. If you still do not see it, please email customerservice@vibeszn.com

Please contact our Customer Service Team at customerservice@vibeszn.com within 12 hours of placing your custom order with the changes needed and we can definitely get these changes applied. If it is after 12 hours, unfortunately, no changes can be made as the item is already in production.

If you have a tracking number and you see that your order is no longer in transit to you, or your tracking number says your order is delivered but you have not received the package -you may file a claim with USPS here: https://www.usps.com/help/claims.htm

 Once a package leaves our facility, it is in the hands of the shipping provider, and they will be able to open an investigation to help locate your package.

VibeSzn is not liable for unforeseen issues caused by USPS or theft at your destination. We suggest purchasing our route insurance offered at checkout to ensure the items are covered, should a package get lost or stolen in transit.

Please keep in mind that all custom orders generally take around from 15-20 business days to ship -a business day is Monday-Friday, do not count weekends as the postal service does not operate under regular business hours over the weekend. We also ask for a few additional business days during the holiday season as we have a large increase in sales. It is not uncommon to experience a slight delay in your shipment -please keep in mind that custom jewelry is a delicate process and we have very high standards for every order. We will be in contact with you in regards to any delay via email. Customer satisfaction is our number 1 priority so do not hesitate at any time to reach out to our Customer Service Team at customerservice@vibeszn.com for an update or with any questions :)

Please open and examine the items you have purchased immediately after receiving your order. You must report a damaged item within 2 days of when your tracking says you received your order. Picture proof must be provided (you can upload pictures in the contact form at the bottom of the page).

In the rare case that you do receive a damaged item, we offer free repairs.

To get your VibeSzn item(s) repaired, please send your items(s) to 710 N. Tucker Blvd. Suite 307, St. Louis, MO 63101

Returns

We offer an exchange only for an item of equal or lesser value. This EXCLUDES all personalized and custom pieces which are final sale. Please be sure you understand these terms before purchasing anything. Please email customerservice@vibeszn.com if you would like to move forward with an exchange. 

Yes, if the item you received is unworn and undamaged with the original tag on it, we will exchange it for a different product of equal or lesser value. This excludes all personalized items (birthdates, nameplates, etc.), as these items are final sale. Items can only be exchanged up to 1 month from the delivery date. Please email our Customer Service Team at customerservice@vibeszn.com if you would like to do an exchange.

Item Info

Payment

Our 18k gold plated customs are tarnish free and will maintain their vibrant look as long as they are properly taken care of. We recommend keeping your piece(s) away from water whenever possible to maintain that fresh shine. Remove your jewelry when showering, swimming, or before exercising. Also avoid spraying perfume, hairspray and lotion on the piece(s) to prolong the longevity of your custom.

Any item that specifies that it is gold-plated in the description box is plated in 18k gold. Solid gold products would be far more expensive than the prices were are able to offer. We strive to balance affordability and quality. 

Most of our custom pieces are hypoallergenic, nickel & lead-free. If you would like more information on a specific item, please an email to our Customer Service Team at customerservice@vibeszn.com.

We currently accept Debit/Credit Card payments and/or Paypal payments.

Please find the following box at checkout to enter a promo code.

No, we only accept 1 discount code per transaction. 

Please note that discount codes cannot be used for Collab items.

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Customer Service

Our customer service team is working hard to get back to you as soon as possible. With our most recent sale plus the current climate, you may experience delays of up to 5 business days. If you are waiting for a response, we ask that you remain patient and refrain from sending a follow-up email as this will contribute to the backlog and your wait time will be extended.  

Yes. Our customer service # is (314) 495-7346. However, the fastest method of communication is email.

Influencer

We are so flattered by your interest in partnering up and collaborating with VibeSzn! Please send a direct message to our Instagram account, @vibe_szn or send an email to social@vibeszn.com. We do receive a lot of requests and cannot guarantee a response to every single one, although we do make every effort to reply back as soon as possible.