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Customer Support
Get in Touch – Contact Support
At VividCozy, customer support isn’t just a department—it’s a key part of your experience with us. Whether you have a quick question before placing an order or need guidance on installation, our team is here to assist every step of the way. We’ve created this Customer Support FAQ to help answer your most common concerns—from how to reach us to what kind of support we offer after your purchase.
Wondering how to contact us? Whether you prefer email, phone, or live chat, we provide multiple ways to connect. Need to speak to someone in Spanish? We’ve got you covered. We also provide support for installation-related inquiries and can clarify policies like sample refunds. And if you’re asking, “How fast will you respond?”—we’ve answered that too.
Our mission is to provide fast, friendly, and knowledgeable assistance—so you never feel stuck or overlooked. Still have questions? Feel free to Contact Us directly for personalized support, or learn more about our brand values and approach by visiting our About Us page.
The easiest way is our Contact Us form (Mon–Fri, 9:00 AM–6:00 PM). We typically respond within 24 hours; include your order number or design request reference for faster assistance.
We primarily support via contact form/email for accurate, trackable responses. A phone line is published on our Contact page if needed. Live chat isn’t available at this time.
Most inquiries receive a reply within ~24 hours on business days. Complex custom quotes or design reviews may take longer, but we’ll update you as we proceed. You can reach us anytime via the Contact Us page.
Yes — we provide general installation guidance and product-specific tips. Start with our Installation & Care resources. If you’d like personalized help, reach us via Contact Us, or request a free design consultation for layout ideas. (Guidance is informational only—always follow local codes and the product’s instructions.)
Yes — we offer support in English, Mandarin (中文), and Spanish (Español). Please include your preferred language in your message via our Contact Us page. For style/layout help, you can also request a free design consultation.
Sample kits are non-returnable. However, up to $20 of your sample purchase may be credited toward an eligible full-size order placed within 30 days. See our Sample Credit FAQs and request a kit here.