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Frequently Asked Questions

Contacting Us

Our dedicated customer service team is here to help you, Monday-Friday, 9am to 5pm Central Time.
  • By Phone: Toll Free (866) 639-9320
    Outside of the United States, please call (402) 474-7188
  • By Email: customerservice@vminnovations.com

Shipping

Q: Do you offer international shipping?
A: Some of our items do ship internationally. Please note that the buyer is responsible for any and all import/duties fees and taxes that may apply to the order. To see where this item ships to, please see the Shipping Information section in the listing.
Q: Do you ship to my country?
A: Some of our items do ship internationally. Please note that the buyer is responsible for any and all import/duties fees and taxes that may apply to the order. To see where this item ships to, please see the Shipping Information section in the listing.
Q: What states do you ship to?
A: All of our items ship to the lower 48 United States. Some of our items can be shipped to Alaska and Hawaii for an additional fee. For more information, please see the Shipping Information section in the listing.
Q: Do you ship to post office box, APO, or FPOs?
A: Since most of our items are shipped with FedEx, we are unable to deilive to these locations.
Q: Do you offer next day or express air shipping?
A: Some of our items can be shipped next day or express. Please see the Shipping Information section in the listing.
Q: How long will it take to get my item?
A: Most of our orders ship within 1 business day of receiving your payment. Occasionally, some orders may take a little longer. If you're within the continental 48 United States, expedted shipping time is generally between 1 and 3 days to the central US and between 3 and 4 days for the east and west coasts. Shipping to Alaska and Hawaii usually takes between 5 to 6 days. International orders may take up to 2 weeks for delivery.

(Please note that these are delivery times are averages. Your exact location may differ.)
Q: How much is shipping and handling?
A: Shipping charges vary from item to item. Many of our items ship for free. Please see the listing for full details.
Q: What shipping methods do you use?
A: We use both Fedex and USPS to ship items, depending on the weight. Once your item ships, you will be notified with the shipper information and tracking information.
Q: Where do you ship from?
A: Most of our items ship from our main warehouse in Lincoln, but we also ship items from our other warehouses around the country.
Q: Where is my item?
A: When we ship your items we send an email to the email address you have on file with eBay. Please make sure that your eBay contact information is up-to-date before making your purchase. If you did not receive your tracking information, please contact us using the methods at the top of this page.
Q: Will you ship to an alternate address other than the one I have listed with eBay?
A: We only ship to your Billing address on your credit card or your Paypal Verified address. Some exceptions can be made, but please contact us in advance to check
Q: Where is my tracking number?
A: When we ship your items we send an email to the email address you have on file with eBay. Please make sure that your eBay contact information is up-to-date before making your purchase. If you did not receive your tracking information, please contact us using the methods at the top of this page.
Q: Why is my USPS tracking number not updating past the first point?
A: The USPS only updates their information 2 times: once when we notify that we will be shipping a product, and again when the product is delivered. Therefore, you will not see a next update until the item is delivered. You should receive it shortly.
Q: I did not get my item, what should I do?
A: Please try contacting your neighbors to see if any of them signed for the package in case you were not around. Also, try looking around your property as FedEx will often try to hide packages out of plain sight. If that does not yield results we will contact the proper people and open an investigation.
Q: Do I have to pay customs fees on this item?
A: For all international orders, the buyer is responsible for any and all customs fees and/or taxes. Please note that we will not mark the item as a gift or write an incorrect value on the customs documentation.

Payments

Q: I paid with an E-Check, why has my item not shipped?
A: PayPal holds all E-checks for up to 10 days and then releases the funds, at which point we will process the order.
Q: When I go to pay it says "checkout expired or disabled". What happened?
A: This means that you waited too long to make the payment, but we normally should be able to still take the payment. Please contact us using the information above if you need help.
Q: Do you accept PayPal or credit cards?
A: Yes.
Q: What credit cards do you accept?
A: We accept Visa, MasterCard, Discover and American Express. Please note that we are unable to process prepaid or gift debit cards.
Q: Do I have to pay taxes on this item?
A: Only Nebraska, Nevada, and Pennsylvania residents have to pay sales tax on this item.
Q: I want to pay with PayPal. What is your paypal email address?
A: Login to your PayPal account and send your payment to ebay@vminnovations.com
Q: Why did you file an unpaid item claim against me?
A: If an item is not paid for within 9 days of the date of purchase then an Unpaid Item strike is initiated in the Resolution Center.
Q: I sent a Money Order; why are you sending me a payment request?
A: We will be watching for your payment in the mail. We have an automated payment reminder system that sends out payment requests to your email every 3 days. Once we receive you payment these will stop.

Item Information

Q: Do you have more information about this product?
A: All of the information we have available is in the listings.
Q: What are refurbished items?
A: Refurbished items are items that the manufacturer or a 3rd party has repaired the internal components to new condition. The item may contain cosmetic defects that do not alter normal operation.
Q: Is this item new?
A: We try to always state the condition of the item in the listing. Please contact us if it is not visible.
Q: What is included with this product (auction)?
A: Everything that is included in the auction is listed. Items that are not listed are not included.
Q: How much assembly is required with this bicycle/stroller?
A: Bikes will take about an hour to assemble and will require basic tools. If you are unsure about the assembly process, we reccomend you have it processionally assembled. Strollers are generally pre-assembled, but may need basic items, like the wheels, installed before use.

General Questions

Q: How do I cancel my transaction?
A: We can cancel the transaction but you will first need to pay a $10 cancellation fee. You will also need to agree to the Cancellation of Transaction E-mail that is sent to you by eBay that says that both parties have agreed to cancel this transaction. The E-mail sent by eBay is sent to the E-mail address you have on file with eBay.
Q: Will you leave me feedback for this transaction?
A: Yes. Our system will automatically leave feedback generally within one week of receiving your payment.
Q: Do you have a phone number I can call?
A: Of course! Please call us at (866) 639-9320. Please see above for additional contact options.
Q: Will you be relisting this item?
A: If this item is still available after the listing is over, we will relist it.
Q: Can I get a discount?
A: Sorry, but the prices we have listed are the lowest we currently offer.
Q: Do you accept trades?
A: Sorry, we do not.
Q: What is the status of my refund?
A: Once we receive your item we will test it and then issue your refund. Once issued, it may take 2-3 business day to process back to your account. If you paid using your PayPal account, please check there for the refund.
Q: I made you a Best Offer, but it wasn’t accepted.  Why?
A: Due to the volume of Best Offers we receive, we do not have time to respond to unaccepted offers. You are welcome to try again with a higher amount.
Q: Why haven’t you responded to my email?
A: We work hard to respond to all emails within 12-24 hours. If you did not receive a response, either we did not receive your email or our response my be stuck in your spam folder.

Returns & Exchanges

Q: Do you accept Returns?
A: Yes, we do within 30 days. If your item has a manufacturer warranty, please contact them after the intial 30 days.

30-Day Return Policy Exceptions

  • Clothing & Costumes - 14 Days
Q: How do I return my item?
A: Please contact us with a description of the problem and we will issue a Return Merchandise Authorization (RMA) number. All returns must be accompanied by an RMA number.
Q: Who pays for return shipping on my item?
A: Per our policy as listed on eBay, the buyer will need to cover the shipping back to us. We will gladly pay for the shipping of the replacement item back to you.
Q: What is the restocking fee on my return?
A: We will gladly accept your return, however according to our return policy there will be a 25% restocking fee.
Q: Is there a warranty on my subwooferss if they are blown?
A: No warranty is available on blown subwoofers. Abuse of the products is not covered under any warranty.
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