FAQ/Policy
General Policies
The AVAULT Store retains the authority to decline service to any individual and to blacklist the account details of any customer.
Stock Availability
While we try to maintain accurate stock counts on our website, there might be times where there maybe a stock discrepancy and are unable to fulfill your order. When this happens, we will contact you about whether you would prefer to wait until the product restocks, if available, or if you prefer a full refund.
Pre-Order Policies
• By placing a pre-order, you understand and agree to the estimated delivery date. However, delays may occur due to global events that are beyond our control. AVAULT Store does not offer extra compensation beyond a full refund for issues out of our control such as manufacturer, factory and shipping issues.
We reserve the right to cancel orders from customers seeking additional compensation as these issues are beyond our control.
AVAULT Store reserves the right to cancel orders from customers displaying difficult behavior or seeking for unreasonable requests.
Full refunds are offered to anyone that wants to cancel their order due to shipment date delays as long as the product has not been shipped out yet.
• Shipping dates for pre-orders can be modified up until the order is packed and shipping information is created.
Shipping Policies
How do pre-orders work?
For pre-orders, the estimated delivery/shipping time can be found on the product page. We try our best to ship out all orders within that time frame. How soon we ship these out depends on when we receive stock. As soon as we get our hands on them, we will try our best to ship orders out as soon as possible.
If you have both an in-stock item and a pre-order item in your order, they will be shipped together once the pre-ordered product becomes available in the warehouse.
When will my order with in-stock items be shipped out?
Orders are shipped 10-14 business days after the order is placed.
How long will it take for orders to arrive after it's shipped?
• Canada/USA: 2-3 weeks to arrive
• Global: 4-8 weeks to arrive
Is there a tracking # for my order?
For US and Canada:
Yes, all orders come with a tracking #.
Outside of US and Canada:
Please select the shipping method that includes tracking.
Free Shipping Policy
-
Orders over $100 USD after any discounts or promo codes applied are eligible for free shipping within the US and Canada only.
- In order to be eligible for free shipping the address entered during check out must be located in the US or Canada.
-
Free shipping is NOT available for any other countries for the time being. However, we do plan on implementing additional options in the future to further improve the shipping experience for international buyers.
- Free shipping only includes Standard Shipping options (arrival time 2-3 weeks) for orders that are eligible.
- Express Shipping is also available during checkout which requires additional payment which is automatically calculated by Shopify's shipment system. If you would like to have Express Shipping, make sure to check the selection during checkout instead of the Free Shipping option.
Returns/Cancellation Policies
Do you accept returns?
We don't accept returns.
What do I do if my order arrived damaged?
In the event that you receive a damaged item due to the shipping process, please send an email to info@avaultstore.com including your name, order number and pictures of the damaged goods. We will replace or refund the damaged item after assessing the situation.
Can I cancel an order I just placed?
We accept cancellations at anytime as long as the orders haven't been shipped out from our warehouse. Please keep in mind that cancellations are subjected to a 10% restocking fee of the order total amount.
My order was sent back, what should I do?
Please send an email to info@avaulstore.com.
To avoid this situation, please make sure you provide the correct shipping address and a phone number for the courier to reach you when you package arrives.
Are there any import duties or taxes?
Please note that for international shipments, import duties and taxes may be applicable upon arrival in your destination country. These fees vary by country, and you will be responsible for the payment.
If duties and taxes are unpaid upon arrival and you never received your order, please send an email to info@avaultstore.com. We can issue you a refund for the value of the goods paid. Please be aware that the initial shipping cost will not be refunded.