customer service& FAQ's




A flat rate of $99 applies for orders under $3,000.
Orders $3,000 and above qualify for Free Shipping.


  • Additional shipping charges may apply for Alaska, Hawaii, Puerto Rico and other U.S. territories. "Shipping not available" message, please email for more information and for a shipping quote.
  • Special shipping instructions, package rerouting, and large orders that may need to be palatized for freight shipping may incur additional shipping charges/ fees.
  • Before placing your order, please contact our customer service department at for more information or for a shipping quote if needed.
  • Orders shipping to Canada or to other countries outside of the United States, please see below.



You will be emailed tracking information as soon as your order ships. In-stock items will ship within 3-5  business days, however you will be notified if there is a longer lead time. Depending on where you are shipping to, add an additional 2-4 business days for delivery. This excludes all pre-order products, back orders, custom products and alterations which have special lead times. Please contact our customer service department to inquire about special lead times or to request faster delivery options if needed. All items ship from our facility in Culver City, CA. All fixtures ship via FedEx, UPS or by freight carrier (signature required).

We highly recommend you track your package and arrange for someone to be on-site the day of your delivery.

A signature is generallly not required to receive your shipment (unless requested by customer or for freight shipments). If a signature is required, any adult can sign for the shipment; however it's up to the buyer to designate someone to receive and safely store the package. Once a shipment has been signed for, the shipment is the sole responsibility of the receiver. The Vault can not be held liable for packages that go missing after receipt.

Please track your package to ensure proper receipt of your delivery. In the event that a package is re-routed back to our facility, the buyer will be responsible and billed to re-ship the fixture.

All items marked "PRE-ORDER" or "BACKORDER" in the product title or description are not currently in stock, however production is underway and stock will be available soon. You can contact our Customer Service department at for info regarding the estimated availability date.

You will be emailed tracking information once your order ships. Tracking information will provide you with an estimated day of arrival. But, if you have a specific deadline you must receive your order by, please contact our Customer Service department at prior to placing your order to ensure we're able to meet your deadline. To ensure a smooth installation process, please be sure to track your package and schedule contractors accordingly. Unfortunately we are unable to reimburse the costs of rescheduling contractors/ electricians.

Yes, we can ship to most international locations including Canada. Please email for more shipping details and for a shipping quote. All shipping prices provided DO NOT include Brokers Fees, duties and tariffs. Customer is responsible to find out what those are and pay those. We require that all international clients arrange a broker or freight forwarder to ease in this process. Currently, we do not deliver to a PO Box or an APO address. (See "INSTALLATION" section on this page for voltage information).

This is an Optional program where you receive shipping protection, rewards as store credit, and your order becomes carbon neutral. Rewards are credits back to you for each order you complete with the ONWARD VIP PROTECTION added. This store credit comes in the form of a discount which can be applied to any future order on the shop from which you made the purchase. For each purchase with Onward added to your order you will receive a % of the subtotal of your entire order back as a store discount to be used on any future purchase. Questions on submitting a claim for a lost order or damaged item, you may email

You will receive a unique discount code in your confirmation email from Onward after making your purchase with ONWARD VIP. Options for Redeeming: Discount code can be entered into the promo code field at checkout or you can click “Shop Now” from your confirmation email to have the reward discount automatically applied. Before placing your order, please check your shopping cart to be sure the credit has been applied. For any questions about redeeming your code, please contact ONWARD directly by emailing


Professional installation/consultation is recommended. Additional ceiling support/bracing may be needed for your fixture. We recommend you provide and review the instructions with your professional installer so you the Buyer are informed on the installation process. Installation instructions are provided in the box with each fixture. Installation instructions are also available and can be downloaded on each product page. To ensure a smooth installation process, please be sure to fully inspect your fixture prior to your electricians installation date to be sure that all parts are present in the shipment. Please also check the height of your ceiling and the overall height of the fixture. Most of our fixtures overall height can be adjusted by purchasing additional stem lenghts (or chain) that easily connect together or customized stems can be made for other fixtures for an additonal fee (contact us for more information). Any questions about the installation of your fixture, we recommend you contact us before making your purchase. Unfortunately we are unable to reimburse the costs of contractors/ electrician fees. (Please see the DAMAGED/MISSING ITEMS section below for more info.)

Our fixtures are designed to be used with U.S. standard 110-120v. Some fixtures will work with 220v or we can Special Order most fixtures rated for 220v as well. Please email for more information and details.


Fixture cleaning should be done on an "as needed" basis.

Fixtures should be turned off or disconnected from the power supply when being cleaned to prevent
electrical shock. Use extreme care when cleaning near wires, sockets or other electrical components to
insure that they remain dry and free of moisture.

Painted finishes, plated finishes and metal finishes with a clear lacquer topcoat should be cleaned using a
soft, non-scratching cloth. The cloth can be dampened in plain water or a mild, non-corrosive, non-abrasive
soap and water solution. DO NOT clean fixtures with any cleansers containing bleaches, acids, or abrasives
of any kind.

Acrylic and/or resin lenses can be cleaned using a soft, non-scratching cloth which may be dampened in
plain water or a mild, non-corrosive, non-abrasive soap and water solution. DO NOT clean lenses with any
cleansers containing bleaches, acids or abrasives of any kind. Windex (TM) or other glass cleaning products should not
be used except on glass only.

Fabric shades should be gently dusted or cleaned with a soft cloth or upholstery brush or vacuum
attachment. The shades are fragile and care needs to be taken not to dent or damage


We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for a refund. To be eligible for a return, the item must in the same condition as you have received it with the original box and packaging and resaleable . After 30 days there will be a restocking fee of 20%.

Original shipping charges are non-refundable. Customer is responsible for return shipping charges. 

Exceptions / non-returnable items
Fixtures which have been customized, Special Ordered, Open Box Items, Closeouts, Clearance, Final Sale and Discontinued items cannot be returned. There are no exchanges or refunds for these items as well.

To start a return, please email us at with your order number and the reason for your return.

We will offer you a pre-paid return label. If you wish to use our return label, we will deduct that amount from your refund amount. If you wish to obtain your own shipping label, we recommend to retun your package via UPS or FedEx and obtain a tracking number. Once your order has been received, checked-in and inspected, we will issue your refund back to your original form of payment (original shipping costs non-refundable).

Please note that returns will need to be sent to the following address:

The Vault - Returns Dept.
5600 W Jefferson Blvd,
Los Angeles CA 90016, United States

You can always contact us for any return questions at

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please provide images via of the items if defective, damaged or the wrong item was sent.

We do not accept returns on items that are not in resalable condition or items missing the original packaging.

The fastest way to ensure you get what you want is to return the item you have (email with order # and reason for return), and once the return is accepted, make a separate purchase for the new item. Original order will be refunded back to your original form of payment.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, a refund will be issued back to your original form of payment within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If we cannot accept your return, we will contact you with the reason.

If more than 15 business days have passed since we have received your return, please contact us at

Our Errors and Inaccuracies Disclaimer
Despite our best efforts, information online and in print may contain typographical errors, inaccuracies, or omissions related to product descriptions, specifications, pricing and availability. We promise to correct errors, inaccuracies and omissions when they are discovered. We reserve the right to revoke any stated offer and to correct any error, inaccuracy or omission, including after an order has been submitted. If you have received your order and have discovered one of the following above, it is the Buyers responsibility to notify us immediately before installing the fixture. Unfortunately, we will not reimburse the cost of contractors/electrician fees which may include but not limited to installing, reinstalling, relocation of fixture, rescheduling appointments, etc..



All Vault products are UL listed and will have a UL sticker on the inside of the fixures canopy/backplate.

Fixtures are guaranteed against mechanical and electrical defects for a period of one (1) year from the
date of shipping. All finishes, are guaranteed for a period of one (1) year from the date of shipment
provided that the finish has been properly maintained. Bulbs included with our fixtures are not part of this warranty. Our guarantee is limited to the cost of repair or replacement of the defective product, excluding, but not limited to electrician's fees or equipment rental.

All guarantees and warranties shall be null and void if fixtures are altered in any way. Should a fixture be
removed and reinstalled insure that all safety hardware and cables are (re)attached and secure, all fasteners
are tightened and that all electrical and mechanical components are in good working order prior to placing
back in service.


Upon delivery of your order, we recommend you to promptly examine your item(s). If your item (s) arrived damaged or with parts missing, just notify us within 30 business days of receipt of the item. We will arrange for a prompt resolution on a case-by-case basis, depending on the needs of the situation. If you have Onward VIP on your order, please contact them directly for assistance (see Onward VIP email or contact them by emailing

Unfortunately fragile items are sometimes damaged in transit. In order to ensure a safe delivery and full satisfaction of your light fixture, we ask that you carefully examine all of your items and their respective parts individually once they arrive so that any damages can be properly reported and resolved. Please note that all of our fixtures are checked and tested prior to shipping to you in order to ensure functionality and quality. Evidence of an install should be expected and will not qualify for a damage claim.

To report a damaged or missing item please follow the instructions below:

  1. Prior to reporting a missing or damaged item, please speak with all team members and contractors to be sure items have not been misplaced or damaged during installation.
  2. Email or call (888) 399-9905 to open a claim, and detail the issues. Please include all affected parts and detail the quantity of each affected part.
  3. You must provide photos of any damages, along with photos of the product packaging.

In most cases we're able to repair damages or send replacement parts. When this is the case, we reserve the right to use this as a solution rather than replace an entire fixture, or refund the full amount of the fixture.


All items marked "PRE-ORDER" or "BACKORDER" in the product title or description are not currently in stock, however production is underway and stock will be available soon. You can contact our Customer Service department at for info regarding the estimated availability date. In the event that an item becomes unavailable after an order has been placed, we will notify you. Items marked "SOLD OUT" have been discontinued and no longer available. We will no longer be stocking this item.


Items which have been customized, Special Ordered, on Clearance, Discontinued or on Final Sale cannot be returned. No exchanges or refunds for these items as well. Please review the items product details, product specs section and download any Tear Sheets or Install Guides before placing your order. Due to limited availability, any missing/ damaged parts MUST be reported within the allowed 30 day time frame in order to ensure we can replace the items/parts in question. Discount codes, coupons and Trade Discounts do not apply to Final Sale and Clearance pricing. These items are included in our 1-Year Limited Warranty. See "Product Limited Warranty" for more details.


If you need to cancel or make changes to an order, please contact us by emailing ASAP.
Cancellations are not guaranteed until you receive an email confirming cancellation.