Refund & Returns Policy

Any order may be cancelled for a full refund at any time before dispatch, for any reason. Email hello@thevaultdrop.ca with your order number.

An unopened, undamaged box may be returned within fourteen days of delivery for a full refund of the purchase price, including tax. The seal must be intact and the box received in resalable condition. Return shipping is at the buyer’s expense.

Contact us before returning anything so the return can be recorded against your order.

Once a box has been opened or its seal broken, the sale is final. Opened boxes cannot be returned or refunded, including on the basis of dissatisfaction with contents.

This is a function of the product: contents are randomised and cannot be verified or restored once a box is opened. The published odds and disclosures are your reference before purchase.

If a box arrives visibly damaged, photograph the exterior before opening it and contact us within seven days of delivery. Where the claim is supported, we will replace the box from remaining inventory, or issue a full refund if inventory is exhausted or the drop has closed.

If a sealed box is opened and found to contain damaged items, or fewer items than described, contact us within seven days of delivery.

Continuous unedited video of the sealed box being opened — showing the seal intact at the start, each item removed, and the empty box at the end — is the clearest evidence available, and we encourage buyers to film the opening. A claim will not be refused solely because no video exists. Each claim is assessed on the information available, including our packing records and the photograph taken of your box at dispatch.

If tracking shows no movement for ten business days, or shows delivery to an address you did not receive at, contact us within seven days. We will open a trace with the carrier. Where a trace confirms loss, we will replace the box from remaining inventory or issue a full refund.

If we have not delivered your order within thirty days of the delivery date specified at checkout, you may cancel and receive a full refund, unless you have agreed to the delay.

Approved refunds are issued to the original payment method within five to ten business days of approval. Refunds include any tax charged. No fees are deducted from a refund.

hello@thevaultdrop.ca. Include your order number and, where relevant, photographs.