Shipping & Delivery

DAMAGED & MISSING MERCHANDISE MUST BE REPORTED WITHIN 7 DAYS OF RECEIVING YOUR ORDER.

Prior to signing receipt of your shipment, carefully inspect the box or boxes for any damage. If you see damage you must mark the delivery receipt accordingly. It is recommended to take pictures of the outside of the box and the inside of the box. Then unpack the contents to ensure there is no concealed damage or missing items.

E-mail the following documentation to hello@vidlogix.com and we will be happy to work with the freight company to process a damage claim. 

• Vidlogix order number
• Freight tracking number
• Photographs and description of damage

UPS Time in Transit Map

Some items on our website are not regularly stocked. Availability on these items may show as Special Order.

In some cases, the manufacturer will ship select items to you directly. You may generally expect these items to arrive at U.S. destinations in 7-10 days, unless specified otherwise. 

If items in your order qualify as a stock exception, we will ask you whether you'd like us to ship your full order when all items are in stock, or if you'd like to split a shipment (at no extra cost). The estimated delivery shown reflects the shipping time once your item reaches our warehouse.

The Restock Date posted on the product detail page is when we reasonably expect to have the product in stock based on anticipated demand, communications from the manufacturer, and other factors. The estimated time of arrival (ETA) date advised is the time required for the order to be delivered to our distribution center. These dates are good faith estimates and subject to delays or changes. You may cancel an order at any time before shipment. 

If we email you a tracking number during the day, the information may not post to the carrier's website until that evening. 

Business days are defined as Monday to Friday, excluding holidays.

Large or heavy items, including select TVs, require freight shipping. Available to most physical addresses in the 48 contiguous United States. Additional restrictions may apply, Call 1-212-431-5086 for more details.

Delivery time is 2-5 business days for most orders. Allow extra time for delivery to remote addresses.

Someone must receive the delivery. The freight carrier will contact you to schedule delivery to your door or the lobby area of your apartment or condo. Someone will need to be available to meet the driver and sign for the package. Freight deliveries are scheduled for Monday through Friday between 9 AM and 5 PM.

What to expect from the delivery driver. This is a large, heavy item, so arrange to have someone else there to help you unpack and install your equipment. The delivery driver will not help you unpack or set up your new equipment, nor will he or she remove your old equipment or packaging.

Keep the product packaging. You'll need it if you have to return or move your item.

Contact our Customer Support team at hello@vidlogix.com and we will coordinate a reorder to ship the correct merchandise at no additional cost to you. We may also provide you with a prepaid return shipping label and request an immediate return of the incorrectly received merchandise. To avoid additional charges the incorrectly received merchandise must be shipped within 7 days of receiving the prepaid return shipping label. All regular return policies still apply. All merchandise must be returned unused and in original packaging in order to avoid being charged.

UPS Insurance – you release vidlogix from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with UPS. All shipments are DAP, unless otherwise noted. Weather, natural disasters and other uncontrollable events can interrupt UPS transportation flow. Shipments delayed due to an uncontrollable event are not eligible for a refund or credit under the UPS money-back guarantee policy.

USPS Insurance – you release vidlogix from responsibility for delayed shipments and loss in excess of $50.00. Insurance claims to damaged or lost items in excess of $50.00 will not be recovered. vidlogix is not responsible for damaged or lost items. Insurance in excess of $50.00 should be requested at the time of purchase. All shipments are DAP, unless otherwise noted.

We do not ship to freight forwarders or post offices. Some items that ship from the manufacturer can only be delivered to addresses within the 48 contiguous U.S. Contact us for delivery information on specific models. Merchandise amount thresholds for shipping prices apply to the cost of items after any special discounts have been applied and exclusive of any tax. These offers may end at any time. 

All orders over $500 require a signature. The carrier may also require a signature at their discretion. The carrier may make subsequent delivery attempts before returning the shipment to Vidlogix. We are unable to change the shipping address once your order has been placed.

100% post-consumer recyclable packaging

All our packaging, boxes, and inserts are made from recycled paper and are recyclable. We take care to partner with vendors and suppliers that share these same values.

Carbon-neutral shipping

Our business is 100% carbon neutral through carbonfund.org, with a certification that covers national shipping, packaging materials, warehouse utilities, and the commutes of our employees.

Smarter packing

Our packers are very efficient and have reduced the amount of packing materials we use by almost half. All the paper and plastic material in your box can go into your recycling streams—even the tape, which is also made of paper!

Zero-waste warehouses

We raise the bar for being an environmentally responsible company by diverting more than 90% of waste to a recycling stream or reusing it in some way. Both of our fulfillment centers are also powered by renewable energy.