Shipping policy

THE VAULT

Shipping, Insurance & Delivery Policy

Effective Date: 7/28/2026

At The Vault, we understand that trading cards, sealed products, and collectibles can have significant monetary and sentimental value. We take great care in packaging and shipping every order and select shipping methods and protective measures appropriate for the merchandise being shipped.

This Shipping, Insurance & Delivery Policy explains The Vault’s shipping practices and the responsibilities of both The Vault and our customers.

By placing an order through The Vault, you acknowledge and agree to the terms of this policy.

1. Shipping Charges and Customer-Selected Shipping

Shipping is not free. Customers are responsible for all shipping charges associated with their order. At checkout, customers may choose from the shipping services and rates available for their destination and order. The customer-selected shipping charge will be added to the order total and paid by the customer.

Available shipping services, carriers, delivery estimates, and rates may vary based on destination, package size, weight, merchandise value, and other order details. The Vault does not guarantee the availability of a specific carrier or service.

The Vault may recommend or require a different shipping service when reasonably necessary to protect an order. Any additional shipping charge will be disclosed to and approved by the customer before shipment.

2. Shipping Insurance and Protection

Customers are responsible for the shipping charges associated with the shipping method selected or approved for their order.

To protect The Vault and its customers, The Vault may purchase shipping insurance or carrier-provided shipping protection when it considers appropriate. This decision may be based on the order’s value, the merchandise being shipped, the destination, carrier requirements, or other risk factors.

The Vault will pay for the insurance or shipping protection it obtains and will not charge the customer separately for that coverage unless otherwise agreed before shipment. Insurance and carrier-provided protection are subject to the terms, limitations, exclusions, and claim procedures of the applicable carrier or protection provider.

3. High-Value Orders

Orders that The Vault considers high-value may require additional review before fulfillment.

The Vault may determine that an order is high-value based on factors including the total merchandise value, the value or rarity of individual items, the type of merchandise, the destination, carrier requirements, or the risk of loss, damage, or theft.

To protect both The Vault and the customer, The Vault may require appropriate shipping arrangements for high-value orders, including tracking, shipping insurance or protection, signature confirmation, adult signature confirmation when available, a specific carrier, or a specific shipping service.

The customer remains responsible for the shipping charge associated with the shipping method selected or approved for the order. The Vault will pay for insurance or shipping protection it obtains.

If the customer-selected shipping method does not meet the protection requirements for the order, The Vault will notify the customer before shipment. The Vault may require approval for an additional shipping charge, or cancel the order and issue a full refund if an appropriate shipping arrangement cannot be agreed upon.

4. Signature Confirmation

The Vault may require signature confirmation for orders based on the value, rarity, nature, or risk associated with the merchandise.

Signature confirmation may be required for:

    • Orders that The Vault considers high-value

    • High-value individual trading cards

    • Rare or difficult-to-replace collectibles

    • Orders with an increased risk of loss or theft

    • Orders where the applicable carrier or insurance provider requires signature confirmation for coverage

When signature confirmation is required, the customer is responsible for ensuring that an authorized recipient is available to receive and sign for the shipment.

If a delivery attempt is unsuccessful because no authorized recipient is available, any additional shipping or re-delivery costs may be the responsibility of the customer when applicable.

5. Shipping Insurance Claims

When The Vault obtains shipping insurance or carrier-provided protection for an order, coverage is subject to the terms, limitations, exclusions, and claim procedures of the applicable carrier or insurance provider. The Vault will make reasonable efforts to assist the customer with qualifying shipping or insurance claims, but cannot guarantee the approval, amount, or timing of a claim.

Coverage may apply to qualifying losses or damage occurring during shipment but may not cover:

    • Theft after confirmed delivery

    • Fraudulent claims

    • Customer disputes unrelated to carrier loss or damage

    • Damage occurring after delivery

    • Incorrect or incomplete shipping addresses provided by the customer

    • Packages refused or abandoned by the recipient

    • Losses resulting from circumstances excluded by the carrier or insurance provider

    • Amounts exceeding the applicable insurance or coverage limit

The Vault will make reasonable efforts to assist customers with qualifying shipping or insurance claims.

However, The Vault cannot guarantee the approval, amount, or timing of a carrier or insurance claim, as such decisions are made by the applicable carrier or insurance provider.

6. Customer-Requested Additional Services

Customers may request expedited shipping or other additional shipping services when available. Shipping charges for customer-requested upgrades or additional services are the customer’s responsibility.

The Vault will pay for insurance or shipping protection that it determines is necessary. Any additional coverage or service requested by the customer beyond The Vault’s requirements may involve an additional charge, which will be disclosed and approved before shipment.

7. Packages Marked “Delivered”

Once a package has been confirmed as delivered by the shipping carrier to the address provided by the customer, The Vault generally considers the order successfully delivered.

The Vault is not generally responsible for theft, loss, or disappearance occurring after confirmed delivery.

If a package is marked as delivered but cannot be located, customers should:

  1. Check the delivery location and surrounding areas.

  2. Check with household members or authorized recipients.

  3. Check with neighbors or building management when appropriate.

  4. Contact the shipping carrier.

  5. Contact The Vault if the package remains missing.

The Vault may assist with carrier inquiries or insurance claims when appropriate but cannot guarantee reimbursement or replacement for packages reported missing after confirmed delivery. Customers should contact The Vault within 3 business days of the confirmed delivery date if a package cannot be located.

For high-value orders, customers are encouraged to use a secure delivery address and may be required to provide a signature upon delivery.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

The Vault is not responsible for delays, losses, or additional costs caused by:

  • Incorrect addresses

  • Incomplete addresses

  • Incorrect apartment or unit numbers

  • Incorrect ZIP codes

  • Addresses entered incorrectly by the customer

  • Packages redirected at the customer’s request

  • Packages refused by the recipient

If a package is returned to The Vault because of an incorrect or undeliverable address, the customer may be responsible for the cost of reshipping the order.

9. Damaged Packages and Merchandise

Customers should inspect packages promptly upon delivery.

If a package appears visibly damaged, customers should photograph the package before opening it whenever possible.

Customers should retain:

  • The original shipping box or mailer

  • All packaging materials

  • The shipping label

  • Photographs of the exterior damage

  • Photographs of the interior packaging

  • Photographs of the damaged merchandise

Customers should contact The Vault as soon as reasonably possible, preferably within 48 hours of delivery, if merchandise arrives damaged.

The Vault may request photographs and other documentation to assist with a carrier or insurance claim.

Failure to retain the original packaging or provide requested documentation may affect the ability to pursue a carrier or insurance claim.

10. Lost Shipments

If a shipment appears to be lost in transit, customers should contact The Vault.

The Vault will make reasonable efforts to investigate the shipment and, when appropriate, initiate a claim with the shipping carrier or insurance provider.  The Vault will generally wait 7–10 business days after the estimated delivery date before initiating a lost shipment claim, as carriers require this waiting period.

For insured shipments, The Vault may wait for the carrier or insurance provider to complete its investigation before issuing a refund or replacement.

Claim processing times are determined by the applicable carrier or insurance provider and may vary.

The Vault does not guarantee an immediate replacement or refund while an active carrier or insurance investigation is pending.

11. Trading Cards and Collectibles

Trading cards and collectibles require specialized packaging to reduce the risk of damage during transit.

Depending on the type and value of the merchandise, The Vault may use:

  • Penny sleeves

  • Top loaders

  • Card savers

  • Team bags

  • Bubble mailers

  • Cardboard reinforcement

  • Protective cases

  • Boxes

  • Additional internal padding

  • Other protective materials

The Vault reserves the right to determine the appropriate packaging method based on the item being shipped.

Higher-value cards and collectibles may receive additional packaging and shipping protections.

12. Sealed Products and Larger Collectibles

Sealed booster boxes, booster cases, Elite Trainer Boxes, collections, and other larger or heavier collectibles may require different packaging and shipping methods than individual cards.

The Vault may use additional padding, reinforced boxes, corner protection, or other protective materials when appropriate.

Orders containing larger or heavier merchandise may have shipping requirements that differ from standard individual-card shipments.

13. Orders Shipped in Multiple Packages

The Vault may divide an order into multiple shipments when necessary due to:

  • Item size

  • Item weight

  • Merchandise value

  • Product availability

  • Shipping restrictions

  • Insurance requirements

  • Packaging requirements

  • Security considerations

When an order is divided into multiple shipments, customers will receive tracking information for each shipment when tracking is available.  Splitting an order into multiple shipments does not affect the customer's right to a full refund on any item that is not received

14. Chargebacks and Payment Disputes

Customers are encouraged to contact The Vault directly regarding any order, shipping, delivery, damage, or product concerns so that we have an opportunity to investigate and resolve the issue.

If a customer initiates a payment dispute or chargeback, The Vault may provide the payment processor with relevant documentation, including:

  • Order information

  • Payment records

  • Shipping information

  • Tracking information

  • Delivery confirmation

  • Signature confirmation

  • Photographs

  • Customer communications

  • Insurance claim information

The Vault reserves the right to contest fraudulent or inaccurate payment disputes using documentation available to us.

Submitting a payment dispute does not automatically guarantee a refund or replacement.

15. Fraud Prevention and Order Verification

To protect our customers and The Vault, certain orders may be subject to additional verification.

The Vault may review orders for potential fraud or unusual activity, particularly for high-value purchases.

We may request additional verification before shipping an order, including confirmation of billing or shipping information.

If The Vault cannot reasonably verify an order or believes an order presents a significant risk of fraud, we reserve the right to cancel the order and issue a refund to the original payment method.

16. Shipping Delays

The Vault is not responsible for shipping delays caused by circumstances outside of our reasonable control, including:

  • Carrier delays

  • Severe weather

  • Natural disasters

  • Holidays

  • Carrier staffing issues

  • Incorrect addresses

  • Customs delays

  • Government actions

  • Other events beyond The Vault’s reasonable control

Carrier delivery estimates are estimates and are not guaranteed unless expressly stated otherwise.

17. International Orders

 The Vault currently ships to the United States and Mexico. We are working to expand shipping to additional countries in the future.

International customers are responsible for all applicable customs duties, import taxes, brokerage fees, tariffs, and other charges imposed by the destination country. These charges are not included in the order total or shipping cost at checkout and are collected by the destination country's customs authority.

The Vault is not responsible for delays caused by customs processing, or for packages refused, abandoned, or returned due to unpaid customs charges or taxes. Return shipping costs for refused or abandoned international packages may be the responsibility of the customer.

International shipments may be subject to additional carrier restrictions, insurance limitations, and delivery requirements that differ from domestic shipments.

18. Customer Responsibility for High-Value Deliveries

Customers purchasing high-value merchandise are responsible for taking reasonable steps to receive and secure their shipments.

For high-value orders, customers are encouraged to:

  • Use a secure delivery address.

  • Use a business address when appropriate.

  • Monitor tracking information.

  • Be available for required signature confirmation.

  • Inspect packages promptly upon delivery.

  • Retain packaging until the order has been fully inspected.

19. Policy Changes

The Vault reserves the right to modify this Shipping, Insurance & Delivery Policy at any time.

The policy in effect at the time an order is placed will generally apply to that order unless otherwise required by applicable law.

20. Contacting The Vault

If you have questions about shipping, insurance, high-value orders, or delivery requirements, please contact The Vault before placing your order.

We are committed to providing safe, secure, and reliable shipping while maintaining fair and transparent shipping costs for our customers.

Thank you for shopping with The Vault!