- My discount code is not working, what do I do?
We are sorry you are having trouble checking out, please note that you must enter the discount code correctly in order to utilize the discount code. If you are still experiencing difficulties, please contact us and we'll assist you.
- Where is Vault97 based?
We are located in Toronto, Ontario. If you're unsure where Ontario is located, it's in Canada (No, we do not ride polar bears here).
- Where are your products shipped from?
We ship directly from our base here in Toronto.
- Can I expedite my shipping?
Yes! Additional fees will occur for expedited shipping. Please contact us directly BEFORE you make your purchase.
- Will I get a tracking number?
All orders will be shipped without tracking. If you would like a tracking number with your order, an additional fee will occur. Please contact us BEFORE you place your order.
- How can I pay for my order?
Vault97 currently accepts Visa, MasterCard, Amex, and Google Pay. We also accept payment via PayPal.
- How long will it take me to get my order?
For standard shipping, you should receive your order within 10-20 business days if you are located in North America. International orders will take between 3-5 weeks.
- How can I check the status of my order?
We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email. You can also see the current status of your order by logging into your account.
- Can I cancel or change my order?
You have 24 hours to cancel your order. Please contact us immediately.
We begin processing orders as soon as possible, and for this reason we are unable to cancel or make changes to orders beyond the 24 hour timeframe.
- Can I exchange my order?
We do not offer exchanges at this time since our apparel is made to order.
- How do I return my order?
We do not accept returns at this time since our apparel is made to order.
- What do I do if my order is damaged?
We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our team will be more than happy to assist with processing a replacement order or issuing a refund.
If you receive a defective item, please contact us at email@example.com with details and photos of the defected product.
*Please note that we are not responsible for the condition of the product once it is in the buyer's possession.*
- Why did I only receive part of my order?
Don't worry, it's on its way! While we do our best to ship all orders in one package, there are times when orders will ship separately if a product is backlogged. Patience is key!
- I received the wrong goods, what do I do?
Although we strive for perfection, we are human and sometimes the wrong items are shipped. We are so sorry for any inconvenience this has caused and our team is here to help make things right. Please contact us via email, or our contact us page, so that they can work to get you your goods as soon as possible.
- Where can I find product sizing information?
Product sizing varies between different brands and styles. Product size information can be found on the right side of each product detail page. Unless otherwise specified sizing is taken with the item lying flat.
- How do I take care of XYZ fabric?
Please wash the garment with alike colours, do NOT bleach, and dry inside-out. Hang dry it if you can! (Save the planet, right?)