Please read the following information regarding shipping durations prior to placing an order

FedEx USPS   •   Fast shipping    •   International shipments   •    Contact Us   •   Hours: Mon-Fri 10am-6pm ET

Customer Service

Shipping and Delivery

Our goal is to ship your parts as fast as possible.  Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport, and handling. We don’t guarantee delivery times, but we do our best to provide accurate estimates.

Most product orders completed by 12 PM ET will ship the same day Monday through Friday.  Although not guaranteed, orders received after 12 PM ET may still ship the same day.  Orders you place with Vertical Visions on Saturday or Sunday will not be processed until Monday.  The shipping duration estimates shown below begin at the time and day the package is shipped by us. USPS delivers Monday through Saturday while FedEx delivers Monday through Friday (except for 2-Day One Rate packages to most locations).  You will be notified via email when your package has been shipped and tracking details will be provided. Check your spam folder before contacting us with a tracking number request. Charges may be added to orders with Priority, Overnight and International shipping if we try unsuccessfully to deliver your order more than once.  Normal delivery times are calculated based on your zip code and listed on our website when choosing shipping options.  The average delivery times are as follows:

Domestic Shipping Options

  • USPS 1st Class:  4-10 days (not guaranteed)
  • USPS Priority: 2-3 days (not guaranteed)
  • USPS Priority Express: 1 day to most locations, but occasionally 2 days (not guaranteed)
  • FedEx Ground: 1-5 days (not guaranteed)
  • FedEx Express Saver:  3 days (not guaranteed)
  • FedEx 2-Day: 2 days (not guaranteed)
  • FedEx Express (First, Priority, and Standard): 1 day (not guaranteed)

International Shipping Options

  • USPS First Class Mail: Normally 1-3 weeks (not guaranteed)
  • USPS Priority Mail International: 7-12 days (not guaranteed)
  • USPS Priority Express Mail International: Normally 3-5 days to major markets, but can be up to 8 days (not guaranteed)
  • FedEx International Priority: 1-3 days (not guaranteed)
  • FedEx International Economy: 2-5 days (not guaranteed)

Shipment Schedule

FedEx - Monday through Friday (pickups at 3PM ET). If using FedEx and you require a package to be delivered on Saturday, you MUST choose 2-Day Special One Rate. 
USPS - Monday through Friday (pickups at 12PM ET).

Delivery Schedule

FedEx - Monday through Friday (Saturday deliveries are only made for 2-Day Special One Rate shipments).  FedEx will not deliver to approximately 10-20% of our shipment destinations on Saturday.  FedEx DOES NOT consider Saturday or Sunday to be a delivery day (ie.  If your part ships on Friday with 2-day delivery, you'll receive it on Tuesday.  If your part ships on Friday with Priority Overnight delivery, you'll receive it on Monday)
USPS - Monday through Saturday.  USPS DOES NOT consider Sunday to be a delivery day (ie.  If your part ships on Friday with a 3-day delivery, you'll receive it on Tuesday)

Order confirmation emails are sent minutes after each order is placed. Tracking emails are sent when the order ships.

Missing Deliveries

Before notifying us that your package has not arrived, we highly suggest you perform the following:

  • Look in your mailbox.  As strange as this sounds, about once a month we answer calls about missing packages and the customer finds it sitting in their mailbox.  
  • If your shipment tracking indicates that it's been delivered, but it's not in your mailbox, it's possible that the carrier has accidentally delivered it to the wrong address.  Ask your neighbors if they've seen the package. The normal procedure in this situation is to visit your local US Postal Service center and provide them with the shipment tracking information.  Since each shipment logs GPS data when shipments are scanned and delivered, they have the capability to map where your shipment was during the delivery process.  In most situations, packages are accidentally delivered to a neighbor or a drop-box key was not left for customers who have small grouped mailboxes.  For missing FedEx packages, please contact us and we'll notify FedEx of the issue.
  • Verify that the package has not be stolen.  If you have security cameras, review the footage.
  • Wait a day.  USPS is notorious for delivering packages a day later than what is shown on the tracking information. FedEx will occasionally do this as well.
  • Once all of the above steps are accounted for, contact us and we'll evaluate the situation and try to offer a resolution.

If your overnight shipment service was late, please contact us and we'll refund the price difference between what you paid and the slower service you received.

Late Deliveries

COVID-19, winter storms, and/or a busy Christmas season has affected and delayed USPS and FedEx deliveries.  We try to warn our customers of this via the red banner at the top of every page on this website.  We also describe potential delays in all emails and shipment confirmations.  Everyone who ships products across the USA is experiencing this same problem.  Since the summer of 2020, we've noticed a steady decline in on-time deliveries and we get calls/emails on a daily basis regarding this subject.   USPS and FedEx will not guarantee delivery times for most shipments and no refunds can be provided to customers for late deliveries.  We wish the situation were different, but we don't fly the planes or drive the delivery trucks, so we can't control the shipment once it leaves our shop.  In most cases, we know just as much as you do with respect to tracking information, which isn't always accurate to begin with (USPS is notorious for failing to note that we've handed the package to them and they sometimes let packages sit without movement for days).  If you received a tracking number from us, then your package has indeed been handed off to the shipper on the exact same day.  We've done our best to inform every customer of potential delivery delays and provide the most accurate shipping time estimations, which come directly from the shipper.  We apologize for any delays, but we trust that you'll understand our ability to influence delivery times is very limited.  

Other late shipments tips:

  • Wait a day.  USPS is notorious for delivering packages a day later than what is shown on the tracking information. FedEx will occasionally do this as well.
  • Don't trust tracking information.  USPS often fails to update tracking information in a timely manner or note that we've actually hand-delivered the package to them.
  • FedEx is more reliable than USPS with respect to on-time deliveries.

Shipment Address Changes

Prior to shipment, please contact us as soon as possible with any address changes.  Once a shipment has left our shop, we don't permit address changes due to excessive FedEx fees charged to our account and the possibility of fraud.

Customs Fees

Some shipments delivered to countries outside the USA may result in a separate customs fee that must be paid by the buyer prior to release of the package.  Since we have no way of determining which countries, carriers, and packages will be charged and the amounts are unknown to us, customs fees are not part of the shipping and handling paid with your order.  We only collect shipping and handling fees to ensure your package is sent to the address you specify.  We do not collect customs fees from customers.  Custom fees are determined and collected by your country, which is standard practice worldwide.  Some countries, such as Canada, often collect these fees through carriers such as FedEx.  Let us know if you have any custom fees questions.

Please Read Before Ordering

  • All FedEx and USPS shipment durations are estimated. Since 2020 and start of the COVID-19 pandemic, FedEx and USPS have been unreliable with on-time deliveries, therefore we cannot guarantee or refund any shipping service due to delays of any kind.  Please expect delays with all services.
  • We go out of our way to ensure all orders received by 12pm ET are shipped the same day, Monday through Friday. We are closed on Saturday and Sunday.
  • Shipments sent to destinations outside the USA may require separate customs fees that are collected by your respective country. We are unable to determine or collect varying customs fees for the dozens of countries that we ship to each year.
  • FedEx cannot ship to a PO Box. Providing such an address will delay your order, or we may elect to ship via the equivalent USPS Priority Mail service.
  • For any vehicle older than 2007 or any Ram truck older than 2011, a used TIPM is our only recommendation.
  • Gmail, Hotmail, Yahoo, and similar free email services routinely place our tracking emails in spam or promotion folders. If you did not receive any of our automated emails, there is a 99% chance your email provider is the issue.  Customers also enter their email address incorrectly on a routine basis, so check with us if you did not receive any emails after your order was placed.
  • Discounts are available on certain products for prior customers only.
  • If our part does not solve your vehicle issue, please contact us. Chances are the part was improperly installed or you have a problem outside of the fuel pump circuit.  We have the best service in the industry.

Returns and Replacements

We want you to be completely happy with your Vertical Visions order. If for any reason you are not satisfied, we will gladly accept your return of unused or defective merchandise within 30 days of receipt.  Some products have a money back policy for up to 60 days.  Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. A pickup and/or restock fee may apply.

Returning Merchandise by Mail

Return instructions were included inside your shipment and are repeated below:

  • Unused products can be returned within 30 days of receipt and may be subject to a restocking fee per our return policy. Used products such as TIPM Plug-In Relay Systems can be returned within the applicable money-back window.
  • To make a return: Carefully package the part(s) inside the original box along with all undamaged manuals and accessories.
  • Your order number is your Return Merchandise Authorization (RMA) number, so please indicate this inside your shipment.
  • List the reason for the return (refund, exchange, etc.) along with your name and contact information. Ship your return to: Vertical Visions, Attn: Returns, 525 Parkland Road, Eldersburg, MD 21784.
  • Please allow up to two weeks from receipt for your return to be processed.  

Things to remember:

  • If you elect to cancel an order for any reason before shipment, a 5% fee will apply.  This is due to new rules enacted by our credit card processor since they no longer refund us the credit card fees we pay when processing your order.
  • If merchandise arrives damaged, it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, make sure it is noted on the carrier's delivery record in order for Vertical Visions to file a damage claim. Save the merchandise AND the original box and packing it arrived in.  Notify Vertical Visions immediately to arrange for a carrier inspection and a pick up of damaged merchandise. Contact us to arrange for carrier inspection and a pick up of damaged merchandise.
  • All products returned MUST be 100% complete, contain ALL original manuals, and contain other accessories and documentation provided by the manufacturer.
  • For defective items, Vertical Visions will pay for return shipping by providing you with a prepaid mailing label. Defective returns can be returned to Vertical Visions within 15 days from the invoice date for: Credit, replacement, exchange or repair.
  • For non-defective items, you are responsible for shipping charges. Non-defective returns can be accepted by Vertical Visions within 30 days from the invoice date, at Vertical Visions' discretion for: Refund, credit, replacement, exchange, or repair. All non-defective returns MUST be unused and may be subject to a 25% restocking fee.  Please allow 5 business days to process refunds once the part is received at our shop.
  • TIPM cables are fully refundable if found to not work on any Applicable Vehicle. No refund will be provided if your vehicle has other problems that affect the full functionality of our products, such as: Out of gas, a dead battery, no headlights, abnormal dashboard lights or warning symbols, a failure to even try to start (won't turn over), air conditioning (AC) problems, stalling while driving, ECM/BCM/PCM problems, or other unrelated abnormalities that cause your vehicle to not function properly. In other words, please don't blame our products if your vehicle has unrelated issues.
  • Vertical Visions strongly recommends you fully insure your return shipment in case it is lost or damaged and you use a carrier that can provide you with proof of delivery for your protection.
  • Vertical Visions reserves the right to authorize product returns beyond 30 days from the invoice date. If the product is accepted after 30 days, credit will be issued toward future purchases only. Original shipping charges are not refunded on returned items.


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