Vault Customer Service
Should I move my subscription from the US store to the UK/EU store?
If you are currently subscribed via the US version of the site, we encourage you to cancel and resubscribe on the UK/EU website in your home currency of either GBP or EUR. By doing this, you will get cheaper shipping on regular store items, which will be shipped from the UK, and continued use of your vault discount. For help with this, please email firstname.lastname@example.org
Am I still going to be charged shipping from the US on my Vault package?
Currently, your Vault Subscription will continue shipping from the US. You will still be charged for international shipping.
ARE VAULT PACKAGES REFUNDABLE?
CAN I CANCEL MY VAULT PACKAGE?
You have 24 hours after payment to notify us if you would like to cancel your subscription for a refund. If you contact us more than 24 hours after a payment has gone through, we will only be able to cancel your subscription moving forward and will not be able to refund you for that charge.
I RECEIVED A DAMAGED VAULT PACKAGE.
Requests for returns/exchanges of damaged/defective products must be initiated within 14 days of package delivery by emailing email@example.com. Requests placed after that time will not be honored. Return/Exchange requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored.
I MISSED THE DEADLINE, CAN I STILL SIGN UP?
Any orders placed after the Vault sign-up deadline will go to the next Vault package. No exceptions.
I HAVE A MISSING PACKAGE.
If you still haven’t received your shipment 30 days after receiving your tracking number, and suspect your package may be lost/stolen please contact firstname.lastname@example.org for assistance. Missing Package replacement requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored. Missing package replacement requests received more than 90 days after our distribution of tracking information for that specific Vault package will not be honored.
I HAVE A VAULT RELATED QUESTION.
Please call +1 615-891-4393 x 315 or email email@example.com for assistance.