Support Center

 

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Frequently Asked Questions
What methods of payment do you accept?

We accept most major credit cards (Visa, Master Card) and Amazon Pay.

How do I register to receive special offers?

We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.

You can stop these emails by logging into your account and selecting the 'Newsletter Subscriptions' option anytime.

How do I unsubscribe the newsletter?

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Newsletter Subscriptions' option to make this change.

What is the status of my order?

Your account makes it easy to keep track of all your orders.

Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.

We'll also send you a dispatch email as soon as your order is on the way.

What is your shipping schedule?

All orders process and ship Monday - Friday, excluding federal holidays within the United States. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution centers on weekends or the following US holidays:

  • New Year’s Day
  • Martin Luther King Jr. Day
  • President's Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving
  • Christmas
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Shipping & Delivery
Do you ship to APO/FPO/DPO Military Addresses?

Currently, LIVDistribution does not ship to any APO/FPO/DPO Military Addresses.

Where is my order?

When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The majority of our orders are shipped within 1-2 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the selected carrier site.

To track the order, click on the tracking number located near the bottom of the e-mail. To track an order on LIVDistribution.com, visit the My Account area after signing in to your account, or use the tracking number provide with the confirmation email we sent you.

Do you ship internationally?

Unfortunately, we only ship within the U.S at the moment.

What is your shipping schedule?

All orders process and ship Monday - Friday, excluding federal holidays within the United States. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution centers on weekends or the following US holidays:

  • New Year’s Day
  • Martin Luther King Jr. Day
  • President's Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving
  • Christmas
How soon can LIVDistribution ship my wholesale order?

Based of the size of your wholesale order, and the increase in frequency of other orders, please allow us two to five business days to process and review your wholesale order after it’s been submitted.

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Ordering
What methods of payment do you accept?

We accept most major credit cards (Visa, Master Card) and Amazon Pay.

Can I place an order to a different address?

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add New Address' under My Account > Address Book, or simply click the 'New Address' button at checkout.

How will I know when my order has been shipped?

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

What is the status of my order?

Your account makes it easy to keep track of all your orders.

Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.

We'll also send you a dispatch email as soon as your order is on the way.

How do I cancel my order?

We’re sorry to hear you want to cancel your order.


If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via Live Chat.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked. If it fails, this is because the order is getting ready to be sent, or it is already on the way to you.

Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.


You can visit our Returns Policy to help you get the order back to us instead.

How do I make changes to my order?

We cannot make changes to the order once the order is placed. However, if it is some minor adjustment, such as shipping address updates, you can contact LiveChat support or your Accout Manager to help you.

What do I do if I have ordered the wrong item?

We understand this can happen. 

To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.

  1. Order Number
  2. Product Name

Once you've gather these information, please contact us and we will take it from there.

I have received the wrong item. What should I do?

In the event of mismatched item, please product us the following information so that we can fix this for you in a timly manner.

  1. Order Number
  2. Incorrect item received
  3. The item ordered

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email or through Live Chat.

There is an item missing from my order. What should I do?

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment.

Your shipping confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

However, if you believe your order wasn't processed correctly, please contact us or get in touch with us on Live Chat. We're more than happy to help.

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Returns & Exchanges
Can I return any opened merchandise?

Due to the nature of the products we sell, we regreat that cannot accept any opened merchandise returns.

Can I return sale items?

All items that are discounted on our website are non-returnable, including marked down items and items in our sales page. Full-priced items that have been purchased with a discount code are applicable for a refund in store credit.

How long do I have to return an item?

We ask you to make sure the item(s) have not been used or damaged, and that you send them back in their original packaging within 30 days of purchase.

Here is a handy checklist to help you return your order:

  • Is the item within 30 days from the day you purchased it?
  • Is the item refundable/exchangeable (purchased at full price)?
  • Is the item still in a new condition?
  • Is the item in its original packaging?
  • Are the included tags intact and attached to the item?
  • Have you completed the return form and filled in the RMA number?
  • Is the item packed neatly and securely, together with the return form ready to be returned?
How long does it take to process a return?

Returns typically take around 14 business days to be processed once it reaches us.

What do I do if I receive an item that is defective or not what I ordered?

We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse. However, if you happen to receive a damaged, defective or incorrect item in your order, please contact us at support@livdistribution.com, or via Live Chat.

Include the following information and we will let you know what happens next:

  1. Your order number
  2. What’s wrong? Let us know what the problem is
  3. Pictures of the item(s)
Can I combine different orders for return in one box?

Absolutely. We will only charge you ONCE for the return fee (if applicable). Please include both packing slips in the same box so that we know which orders you would like to return.

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Account Help
How do I register?

Complete the registration form, and submit your reseller permit to wholesale@livdistribution.com. We will activate your account once we have reviewed the information you provided.

How do I register to receive special offers?

We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.

You can stop these emails by logging into your account and selecting the 'Newsletter Subscriptions' option anytime.

How do I change my account details?

It's easy to make changes to your details, whether it's your password or address book. Log into your account and you'll see a range of categories at the bottom of the page under 'Account Information' or 'My Profile'.

I have forgotten my password. What should I do?

Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset. Alternatively, you can contact LiveChat support or your Account Manager to assit you. 

How do I unsubscribe the newsletter?

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Newsletter Subscriptions' option to make this change.

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Terms & Conditions
Return Policy
All standard products come with a 30-day, money-back guarantee for a new and unopened product based on the delivery date as provided by the shipper.
Privacy Policy
This Privacy Policy describes how your personal information is collected, used and shared when you visit or make a purchase from livdistribution.com
Shipping Policy
LIVDistribution.com offers FREE STANDARD 3 DAY SHIPPING on all orders $300 and over. Orders $300 and over always ship for free—no promotion code needed. For shipments totaling less than $300, there is a delivery charge of $20 for Standard 3 Day shipping. Our standard shipping option is Standard 3 Day shipping. 
Terms of Service
This website, including any content, functionality and Services (“Website”) is operated by LIVDistribution. Throughout the Website, the terms “we”, “us” and “our” refer to LIVDistribution.
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