Backordering at Vital+Updated 2 hours ago
Some of our most popular products (including the XEN, Acrylic, and Cedars ranges) are made to order. This means when you place your order, you're securing your unit before it's built and shipped. It's how we maintain the standard of what we make.
Your place in the queue is confirmed the moment you order.
How it works
- When you purchase a backordered product, full payment is taken at checkout.
- From there, your order enters our production and fulfilment pipeline. Because these products are built to order, lead times are naturally longer than off-the-shelf items and will vary depending on the product.
- You'll find estimated lead time information on the product page before you purchase. We'd always recommend checking this if timing is important to you.
Staying informed
We'll keep you updated throughout the process. From order confirmation through to dispatch and delivery, you'll receive notifications at each key stage; so you're never left wondering where things are at. Updates are sent to the email address used at checkout.
Cancellations and changes
If your plans change, you can request a cancellation or modification to your order by contacting our support team directly, so long as long as your order hasn't yet moved into the shipment phase. Once an order has been dispatched, we're unable to make changes or process a cancellation.
To request a cancellation: reach out to us here. Please note that all cancellation requests are subject to review and we'll confirm whether it can be processed based on where your order is at.
If your cancellation is approved, a full refund will be processed to your original payment method. Refunds typically appear within 2–5 business days, though this can vary depending on your bank or payment provider.
A note on lead times
- Because our premium products are made to order, lead times are longer than standard in-stock items and can vary between products.
- We build lead time estimates into each product page to give you the clearest picture upfront.
- If you have a specific deadline or event in mind, we'd recommend reaching out to us before placing your order so we can give you the most accurate timeframe.
Still Need Help?
If you have any questions about your order status, can't locate your tracking information, or want an update on a delayed shipment, reach out to the team at [email protected] with your order number. We respond to most enquiries within 1–2 business days.