Vaultloom
Frequently asked questions
Clear answers about ordering, delivery, returns, product details and customer care.
How much does shipping cost?
Standard shipping is $5.99 per order. There is no free-shipping tier. Any applicable sales tax and the total are shown at checkout before payment.
Where do you deliver?
We deliver to all 50 US states and Washington, DC. APO/FPO addresses, US territories and international destinations are excluded.
How long does delivery take?
Allow 1–2 business days for handling and an estimated 3–6 business days in transit, or 4–8 business days in total. Business days exclude weekends and public holidays. An estimate is not a guaranteed arrival date.
What is the daily order cutoff?
The cutoff is 3:00 p.m. Eastern Time, Monday through Friday, in America/New_York. Requests after the cutoff enter the next business-day handling window.
How long do I have to request a return?
You may request a return within 60 days of delivery. Email support@vaultloom.com with the order reference and the item you wish to return. Wait for the receiving instructions before sending a parcel.
Is the business address a return address?
Please contact customer care before returning an item. We will provide authorization and the correct receiving address for your parcel. Do not send returns to the business correspondence address.
How can I contact customer care?
Email support@vaultloom.com. Our customer-care hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time. We usually reply within one business day. Include an order reference if your question concerns an order.
Are the objects in the photographs included?
Only the contents listed on the product page are included. Cups, books, jewelry, keys and other styling objects in a photograph are not included unless expressly stated.
How do I check whether a piece will fit?
Measure the available desk area and the objects you intend to store. Exterior dimensions do not describe every point of a curved or folded opening. Leave room to reach inside without moving neighboring objects.
Are dimensions exact?
Where supplied, measurements come from the selected supplier option and are approximate. Metric and inch values refer to the same dimensions; inch figures are rounded conversions. If a measurement you need is not listed, contact customer care before ordering. Photographs alone are not a measuring tool.
How are materials described?
We distinguish synthetic materials, wood, metal and other materials in the individual description. Synthetic material is not leather. Appearance and color do not establish composition.
Does the collection include chargers or electronics?
No. Vaultloom focuses on physical desk organization. An electronic device shown as a styling object does not become part of an organizer, and no charging capability is implied.
Can I change or cancel an order?
Contact customer care promptly with the order reference and requested change. We will check whether it can still be made before dispatch. A request is not confirmed until you receive a response.
How do I follow a shipment?
Use Track My Order with your order details to see available shipment updates. Tracking may take time to update after a label is created. Contact customer care if you need help finding an update.
What if an item arrives damaged or incorrect?
Report a damaged, incorrect or incomplete item within 14 calendar days of delivery. Email customer care with your order reference, a description and photographs where useful. Keep the item and packaging while the issue is reviewed. This does not limit rights that apply by law.
How are refunds handled?
Return items in their original condition with all supplied components. Ship an authorized return within 14 calendar days of receiving the instructions. We inspect returns within 2 business days of receipt; after refund approval, your bank can take up to 8 business days to post the funds. There is no restocking fee. For a change-of-mind return, you pay return postage and original shipping is not refunded.
Which payment methods can I use?
Checkout shows the payment methods available for your order before you pay. If a payment method is temporarily unavailable, contact customer care for help.
Will I receive the selected option?
Each product page identifies the specific shape, size, finish and contents. The order should match those selected details. A different shape or size pictured elsewhere in a supplier range is not an automatic substitute.
Legal seller: Vaultloom
support@vaultloom.comRegistered business address3350 Prospect Street NW, Washington, DC 20007
Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern Time (America/New_York). Usual reply within one business day.
Order cutoff: 3:00 p.m. Eastern Time, Monday to Friday
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