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 email@example.com
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.
What are the payment deadlines and when are quarterly packages shipped?
SUBSCRIPTION WINDOW DATES, DEADLINES, SHIPPING DATES.†
Quarter 1 Package:
Payment/Subscription Window: November 1 - February 1.
Package Announcement: Early January
Payment/Subscription Deadline: February 1 5:59:59AM BST (January 31 11:59:59PM CT)
Package Shipment Date: Early-Mid March.
Quarter 2 Package:
Payment/Subscription Window: February 1 - May 1.
Package Announcement: Early April
Payment/Subscription Deadline: May 1 5:59:59AM BST (April 30 11:59:59PM CT)
Package Shipment Date: Early-Mid June.
Quarter 3 Package:
Payment/Subscription Window: May 1 - August 1.
Package Announcement: Early July
Payment/Subscription Deadline: August 1 5:59:59AM BST (July 31 11:59:59PM CT)
Package Shipment Date: Early-Mid September.
Quarter 4 Package:
Payment/Subscription Window: August 1 - November 1.
Package Announcement: Early October
Payment/Subscription Deadline: November 1 5:59:59AM BST (October 31 11:59:59PM CT)
Package Shipment Date: Early-Mid December.
† All information herein is approximate, and subject to change without notice.
International packages are shipped first, followed by US packages.
When will my subscription payment go through?
Quarterly Vault subscriptions renew automatically every three months from the date they were created. Annual Vault subscriptions renew automatically every 12 months/1 year from the date they were created. For example - If you purchase a quarterly subscription on March 10, your subscription will automatically renew on June 10, September 10, December 10, etc. If you purchase an annual subscription on March 10, it will renew one year later on March 10. Quarterly subscription signup deadlines are dates by which payment must be completed to receive the corresponding package. These deadline dates are NOT cancellation deadlines.
What if I miss the deadline?
Because we produce the exact number of packages for the exact number of Vault members during a given quarter, any payment received after a payment deadline will not be accepted for the previous quarter. Instead, it will automatically be applied to the next quarter of membership.
For example, if you pay after February 1st 5:59:59AM BST (January 31st 11:59:59PM CT) your payment will be credited to the next quarter, whose deadline would be May 1 5:59:59AM BST (April 30 11:59:59PM CT).
Are previous packages available?
Previous packages are not typically available; however, replacement components of previous packages will occasionally be made available in the Vault Novelties online store
What if I have a faulty item in my package?
Third Man Records is committed to providing high quality products, so if you think there is a fault with an item you have received, please contact us within 14 days of receiving your package. do not send items back without first receiving a go ahead from us.
To speed up the process, please include your order number and photos of the item in your first email.
Can you ship another item with my Vault package?
No - Vault packages are assembled and shipped en masse, and require identical weight and dimensions.
How do I change my shipping address in my account?
To edit your Vault account information, follow these steps:
1) Once logged in, click My Account (top-right in your browser)
2) Click Address Book in the left-hand sidebar
3) You can either add a new address or edit your existing default address
How do I change the billing address associated with my Vault subscription?
To change the billing address associated with your Vault subscription please reach out to firstname.lastname@example.org
How do I change my recurring Vault payment method?
To change your payment method for subsequent Vault subscription payments, complete the following steps:
1) Once logged in, click account (top-right in your browser)
2) Click Vault Subscription
3) Scroll down to edit your Active Payment Method
I received an email stating that my payment method failed. What do I do?
Our automated system will cancel subscriptions after 5 attempts to complete payment are unsuccessful. This is usually due to incorrect, invalid or expired credit card information, billing information, or an issue with funds availability. To edit your payment method, please see the 'How do I change my recurring payment method?'
What is your cancellation/refund policy?
You're welcome to cancel your subscription anytime, however requests for refunds for Vault subscription payments must be initiated within 24 hours of payment. Requests for refunds WILL NOT be honored if you have already benefited from exclusive vault member perks within the first 24 hours of having your subscription (for example: receiving a presale code or Tidal discount code, purchasing an item from the Vault Store, or redeeming your online or in-store discount). If you would like to request a refund for a payment, please contact email@example.com. Cancellation of a subscription does NOT automatically result in cancellation/refund of a completed order/payment. Requests for refunds MUST be submitted to firstname.lastname@example.org within 24 hours of payment. Subscriptions are cancelled moving forward. If payment has already been completed, you will remain a member until what would have been your next scheduled payment date, and you will receive the last package paid for.
My package arrived damaged/missing a component. What do I do?
We’re more than happy to replace any components that arrived damaged or were missing from your shipment within 14 days of package delivery. Please email email@example.com, and include pictures of the damaged components. This not only lets us know what needs replacing, but helps with future decisions about packing materials and methods.
Please note that we will NOT replace an entire package due to a single damaged component, but are more than happy to send a replacement for said component, free of charge, so long as the request is initiated within 14 days of package delivery.
Protective elements including but not limited to shrink-wrap, shipping boxes, plain paper LP sleeves, poly-lined LP sleeves, bubble mailers, etc. are NOT considered package components, and will not be replaced.
Requests for exchanges of damaged/defective products must be initiated within 14 days of package delivery by emailing firstname.lastname@example.org. 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. 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 email@example.com 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.
My Vault package was returned to TMR/misdelivered/stolen. What do I do?
Except in circumstances wherein an error has occurred on our end and incorrect address information was sent to the courier, all Vault packages returned to Third Man/mis-delivered by the courier/stolen off the porch etc. will be subject to a $5USD reshipment fee within the United States, $10USD to the rest of the world, without exception.
How do I cancel my Vault subscription?
You can cancel your subscription by logging into your Third Man Store account and navigating to the "My Account" tab on the top right-hand side of the page. From there, navigate to "Vault Subscription" on the left side. Scroll down to the "Need Help" section, and click "Cancel Subscription". Answer the question and click "Cancel Subscription". We're sorry to see you go! If you would like to subscribe again in the future and require any assistance, please let us know and we'll be more than happy to help.
How do I contact Vault Customer Service?
Call 615-891-4393 x 315 or email firstname.lastname@example.org.
How long does shipping take?
Third Man Records strives to offer the best and fastest possible shipping service for our Vault packages. Therefore, US packages are sent via US Postal Service, and International packages are shipped via Asendia USA.
All recipients will be sent tracking information via email in addition to a shipping confirmation email.
What is the Vault Novelties shop?
The Vault Novelties shop is a password-protected, Platinum-Vault-members-only, arm of our online store where we will post exclusive products and releases for sale. The items in the Vault Novelties shop are limited and first-come-first-served. Once an item is out of stock, it is unlikely to ever become available again. The same policies for the Third Man Records online store apply to the Vault Novelties shop.
What is your policy on flippers?
We want our fans to purchase our records for the same reasons we create our records: because we love vinyl, we love music, and we love art. We do monitor eBay, and if we happen across a Vault member who is selling records meant to be exclusive to Vault members, we are at liberty to permanently terminate that Vault member's subscription.
How do I report harassment and misconduct?
We hope that the common interest Vault members share with one another translates into positive interactions and a good time had by all. If you are experiencing harassment by another Vault member, please contact email@example.com. Screenshots of interactions in question and a fair and detailed description of the incident/s will make it easier for us to address the issue.
I heard something about Vault members receiving 10% off. How do I get that?
You heard correctly! When you're logged into your active account, 10% off will be added to your cart automatically. Everyday. Certain exclusions do apply for specialty items, but for the most part, records and merchandise are now available to you for LESS without having to wait for a special sale to come around. And, of course, don't forget that you always have the opportunity to buy exclusive items in the Vault Novelties Store.
The vinyl records in my Vault package don’t look like they do online. Why is that?
The vinyl colors and covers used to announce a Vault package are visual approximations of what is to eventually be manufactured. We do not begin the manufacturing of a Vault package until we have a full member count for that subscription period. All package items are subject to change without notification to members, including vinyl coloring and cover art.
Do I need to make another purchase to receive the next Vault package?
No. Once you've created your Quarterly Vault Subscription, the package corresponding with your payment date will be automatically shipped to you. You don't need to pay for the package separately.
I have an annual subscription but don’t want the next package. Can I skip it/prorate my payment?
No. Annual subscriptions include all 4 packages for the 12-month period from the date your subscription was created, packages cannot be skipped, and the annual subscription fee cannot be prorated.