Return & Refund Policies and General Practices

Even though we try our best, things may not always arrive as expected; with that in mind we offer a 14-day return policy on most items.

Unopened Items

Unopened and unused items can be returned within 14 days unless specifically stated on the product details page. The packaging must be in the same condition as when initially received.

Opened Items

Opened items are not eligible for returns. This includes:

• Items that have been opened or removed from the original packaging
• Items that have visible indications that the package has been opened
• Opened cases that are no longer factory sealed

Other Items Not Eligible for Return

Certain items on the site are not eligible for return, regardless of whether an item is open or unopened. Categories of items that cannot be returned include collectible trading cards, sealed factory cases, blind boxes, any item that involves receiving a random final product at chance, and any other item noted as ineligible for return on the product details page.

Clothing and Apparel

Used or worn clothing, apparel, and accessories may not be returned. This does not apply to backpacks; which may be returned as long as the item tag has not been removed. 

Damaged and Defective Items

Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 14 days of receiving your order. If the item is no longer available, we will be happy to issue a refund to your original payment method.

We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.

The following issues do not qualify as a defective product:

• Minor cosmetic paint issues
• Package condition

How to Return an Item

Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:

• Email: support@zailsvault.com
• By call or text to 973-626-3560 (8:00 AM to 6:00 PM EST Monday through Friday). Please leave a voicemail message if you are not answered and we will respond back within 1 business day. 

Return Shipping 

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a Zail's Vault return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

How to Prepare Your Item for Return Shipping

Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less. 

Refunds

Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.

We will email you with any updates to your return and refund. Once we issue your refund there may be a delay for these funds to show in your account:

• Credit Cards: Typically 3-5 business days
• PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
• Store credit: Available immediately

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from the refund.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for customers may not be eligible for Flat Rate Shipping.

Restocking Fees

We typically do not assess restocking fees but reserve the right to do so in some situations:

• Returned shipment contains missing, damaged, or opened items
• Merchandise inspected by Customs
• The return was received after the 14 day return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.