Frequently Asked Questions
Everything you need to know before you order. If you cannot find your answer here, our team is one email away.
Shipping & Delivery
How much does shipping cost?
Shipping is free worldwide on every order, with no minimum. The price you see is the price you pay.
How long does delivery take?
Most orders arrive within 7 to 18 business days, and up to 20 business days for international orders, depending on your location. You will receive tracking on every order.
Do you ship internationally?
Yes. We ship worldwide from multiple fulfillment locations, so your order leaves from a location close to you.
Orders & Tracking
How do I track my order?
You will get a tracking link in your shipping confirmation email. If you cannot find it, email us with your order number and we will send it.
Can I change or cancel my order?
Contact us as soon as possible at veloraco@toyvault.us. If your order has not shipped yet, we will do our best to update or cancel it.
I did not get an order confirmation. What now?
Check your spam folder first. If it is not there, email us and we will confirm your order.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in the same condition you received them, and in their original packaging. Returns are accepted for any reason, including change of mind.
Who pays for return shipping?
Return shipping is the customer's responsibility.
Is there a restocking fee?
No. We do not charge restocking fees.
How do I start a return?
Email us at veloraco@toyvault.us and we will send you instructions.
When will I get my refund?
Once we receive and inspect your returned item, we will notify you of approval. Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank.
Subscriptions
How do subscriptions work?
You will receive repeat deliveries every 28 days. Your payment details are stored securely and you are charged automatically for each delivery.
Can I cancel or change my subscription?
Yes, anytime, at no extra charge. Manage it from your account or the link in your order confirmation emails.
When am I charged?
At the start of each 28 day cycle, until you cancel.
Products & Quality
Do you design your own products?
Yes. We design and brand our own range and work directly with our manufacturers on quality and improvements, which keeps standards high and prices fair.
Are your products quality checked?
Yes. Every product goes through our QC before it ships.
Payment & Security
What payment methods do you accept?
We accept Apple Pay, Google Pay, Visa, Mastercard, and American Express. Every payment is encrypted and processed through secure, trusted providers.
Is checkout secure?
Completely. Every payment is encrypted and processed through secure, trusted providers, so your details stay protected.
Contact
How do I reach a real person?
Email us at veloraco@toyvault.us or call (949) 669-8769, Monday to Friday, 9AM to 6PM PT. A member of our team will reply within 24 hours.
Still have a question?
Email us at veloraco@toyvault.us and our team will reply within 24 hours.