Shipping policy
The Vault carefully packs and dispatches trading-card products from the Gold Coast, Queensland. This policy explains our order processing, shipping, tracking and delivery procedures.
Shipping destinations
We currently ship to addresses throughout Australia.
Available shipping services and costs are displayed at checkout based on the destination, package size, weight and order value.
Order processing
In-stock orders are generally packed and dispatched within 1–3 business days after payment has been confirmed.
Business days exclude weekends and Queensland public holidays.
During major releases, promotions or periods of unusually high order volume, processing may take slightly longer. We will contact you if a significant delay affects your order.
Shipping services
Orders are sent using a tracked shipping service, generally through Australia Post.
Depending on the order and destination, available options may include:
- Standard tracked shipping
- Express Post
- Other suitable tracked parcel services
Express Post speeds up the delivery service after dispatch but does not reduce our normal order-processing time.
Australia Post currently estimates standard parcel delivery at approximately 2–4 business days within the same state and 3–6 business days interstate. Express estimates are approximately 1–2 or more business days within the same state and 1–3 or more business days interstate. Actual delivery times vary by destination, service, network conditions and seasonal demand.
Shipping costs
Shipping charges are calculated and displayed before checkout is completed.
Shipping costs may vary based on:
- The selected shipping service
- The delivery destination
- Package size and weight
- The number and type of products ordered
- Any additional protection required for higher-value orders
The original shipping charge is not refundable for an approved change-of-mind return. This does not limit any rights available under Australian Consumer Law.
Tracking
A tracking number will be sent to the email address provided at checkout once the order has been dispatched.
Tracking information may take some time to appear after the parcel has been lodged. Australia Post notes that scan updates can sometimes remain unchanged while a parcel moves through its network.
Customers are responsible for monitoring their tracking information and collecting parcels awaiting collection from a Post Office or collection point.
Packaging
Trading-card singles are packed using appropriate protective materials based on the card quantity, value and shipping method.
Sealed products and larger orders are packed to reduce movement and protect them during transit.
Higher-value orders may receive additional packaging, signature-on-delivery or extra postal cover at our discretion.
Delivery estimates
Delivery estimates begin from the date of dispatch, not the date the order was placed.
Estimated delivery dates are guides rather than guarantees. Delays may occur because of:
- Postal network disruptions
- Severe weather or natural disasters
- Peak-season demand
- Remote delivery locations
- Incorrect or incomplete addresses
- Public holidays
- Events outside our reasonable control
We will assist customers with delayed-delivery enquiries where reasonably possible.
Incorrect delivery addresses
Customers must provide a complete and accurate delivery address at checkout.
Contact us immediately if an address needs to be corrected. We will try to update it, but changes cannot be guaranteed once an order has entered processing or been dispatched.
If an order is returned to us because the address supplied was incorrect, incomplete or undeliverable, the customer may be required to pay the cost of reshipping it.
Any refund offered for a returned order may exclude the original shipping cost and carrier return fees, subject to Australian Consumer Law.
Authority to leave and safe-drop deliveries
Where a carrier permits authority to leave or safe-drop delivery, the carrier may leave the parcel at the nominated address without obtaining a signature.
Customers should choose a secure delivery location. The Vault may require signature-on-delivery for higher-value orders.
Delayed parcels
Check the tracking information first if an order has not arrived within the expected timeframe.
Australia Post advises that many delayed parcels arrive within five business days after their expected delivery date.
Contact us if tracking shows no meaningful movement beyond the carrier’s expected timeframe. We may ask you to confirm your delivery address and complete any information required for a carrier enquiry.
Lost parcels
Contact us promptly if tracking suggests that a parcel may be lost.
We will review the tracking information and, where appropriate, lodge an enquiry with the delivery provider.
Do not independently dispose of packaging or close a carrier investigation while a claim is being assessed.
Any remedy will depend on the circumstances, carrier investigation and rights available under Australian Consumer Law.
Damaged deliveries
Inspect your order when it arrives.
If an item has been damaged during delivery, contact us as soon as possible and provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the external packaging
- Photographs of the shipping label
- Any other information reasonably required to investigate the damage
Keep all products, packaging and shipping materials until the matter has been resolved.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a replacement, refund or another solution.
Orders marked as delivered
If tracking says an order has been delivered but you cannot locate it:
- Check around the delivery location and any nominated safe place.
- Ask other members of the household or workplace.
- Check for a collection notice, email or text message.
- Contact the delivery provider using the tracking number.
- Contact The Vault if the parcel still cannot be located.
We will assist with the carrier enquiry where reasonably possible.
Preorders
The expected release date shown for a preorder is based on information available from the supplier or publisher and may change.
Preorder products are generally dispatched after they have arrived and the official release requirements allow fulfilment.
If an order contains preorder and in-stock products, the order may be held until every product is available unless separate shipping has been arranged and paid for.
If we cannot fulfil a preorder, we will contact the customer and provide an appropriate refund or alternative.
Combined orders
Separate orders are not automatically combined.
Contact us promptly after ordering if you would like orders combined. We will try to accommodate the request where the orders have not entered fulfilment, but this cannot be guaranteed.
Contact
For shipping questions, tracking concerns or delivery problems, contact The Vault through the Contact Us page and include your order number.