CUSTOMER SERVICE

COVID - 19 UPDATE

To our wonderful clients,

With our operations headquartered in the hard-hit city of Los Angeles, we've experienced more strict and longer-lasting quarantine orders than other corners of the globe. The evolving circumstances surrounding the COVID-19 virus has put us in the unfortunate position of having to temporarily scale back our warehouse operations. But rest assured we're still shipping orders, and our customer service team is still available to provide quick and up-to-date information.

Our warehouse facility is currently open and working on a reduced schedule to maintain social distancing. Everyone on site is working with gloves and masks, and all surfaces are being sanitized during the packing process to ensure safe delivery of your product.

As ordered by the city of Los Angeles, our office staff is working remotely until further notice. For the quickest response from our customer service team, please send all inquiries to info@vault-light.com. Our office line is unmanned, however voicemails are checked regularly throughout the week.

Given the current circumstances, we're quoting a slightly-longer lead time of 1-20 business days for all standard in-stock products. Production on custom alterations may take longer than usual—please email in for all custom inquiries.

In these unprecedented times, we'll continue to evolve our practices to serve you as best we can. We'll remain transparent, and will remain committed to our customers during this time of uncertainty. Our goal is to make things as easy and as smooth for you as possible on our end--we know you're all dealing with a lot right now.

We appreciate your understanding while we work to get back to "business as usual."

Stay safe, and wash those hands!

the Vault Team

*Updated 5/20/20

 

SHIPPING & DELIVERY INFORMATION

ALL ITEMS SHIP FROM OUR FACILITY IN CULVER CITY, CA.

WHEN WILL MY FIXTURE SHIP?
In-stock items ship typically within 30 business days, however you will be notified if there is a longer lead time. 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. All items ship from our facility in Culver City, CA.
All fixtures ship via FedEx or a freight carrier, and all items are shipped with signature required upon receipt.

Please be sure to track your package and arrange for someone to be on-site the day of your delivery.

DO I NEED TO BE THERE TO RECEIVE IT?
Signature is required to receive the shipment. 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 billed to re-ship the fixture.

WHEN WILL "PRE-ORDER" PRODUCTS BE AVAILABLE?
All items marked "PRE-ORDER" 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 info@vault-light.com for info regarding the estimated availability date.

HOW CAN I BE SURE MY PACKAGE ARRIVES ON TIME?
If you have a specific deadline you must receive your item by, please contact our Customer Service department at info@vault-light.com prior to placing your order to ensure we're able to meet the 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.

CAN ORDERS BE SHIPPED TO CANADA, OR OTHER COUNTRIES OUTSIDE THE UNITED STATES?
Yes, we can ship to most international locations. Please contact us prior to placing your order to receive an accurate shipping estimate--the cart does not calculate accurate shipping for International orders. All shipping prices provided DO NOT include international duties and tariffs. We require that all international clients arrange a broker or freight forwarder to ease in this process. Currently, we can't deliver to a PO Box or APO address.

INSTALLATION

To ensure a smooth installation process, please bet sure to fully inspect your fixture prior to your electrician installation date to be sure that all parts are present in the shipment. Unfortunately we are unable to reimburse the costs of rescheduling contractors/ electricians. Please see the damaged/ missing items section for more info.  

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for a full refund. After 30 days there will be a restocking fee of 20%. The customer is responsible for return shipping charges.

To be eligible for a full return, your item must be in the same condition that you received it.

To start a return, please contact us at info@vault-light.com with your order number and reason for return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

The Vault
5600 W Jefferson Blvd,
Los Angeles CA 90016, United States

You can always contact us for any return questions at info@vault-light.com.

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 info@vault-light.com of the items if defective, damaged or the wrong item was sent.

Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items), open box items, closeout, final sale and clearance items.

Item that have been modified, installed, or used in any way (including cut, clipped or stripped wires) by the customer are subject to a 20% restocking fee.

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
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, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@vault-light.com.

 

DAMAGED / MISSING ITEMS

If your items 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.
Unfortunately fragile items are sometimes damaged in transit to your location. 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 installed and lit up once 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. Damages/ imperfections that are internal or do not show once the fixture is fully assembled may 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 info@vault-light.com 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.

SOLD OUT / BACKORDERED / PRE-ORDER PRODUCTS 

All items marked "PRE-ORDER" 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 info@vault-light.com 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 ASAP to determine the best solution.

FINAL SALE

Production has been discontinued for all Final Sale items. These items do not qualify for return, and unfortunately we are unable to accept custom orders on Final Sale products. Due to limited stock availability, any missing/ damaged parts MUST be reported within the allowed 30 day time frame in order to ensure we can replace the items in question.

CANCELLATIONS

ALL ITEMS SHIP FROM OUR FACILITY IN CULVER CITY, CA.

WHEN WILL MY FIXTURE SHIP?
In-stock items ship typically within 30 business days, however you will be notified if there is a longer lead time. 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. All items ship from our facility in Culver City, CA. Transit to addresses within the US will take between 1-7 business days depending on your location.
All fixtures ship via FedEx or a freight carrier, and all items are shipped with signature required upon receipt.

Please be sure to track your package and arrange for someone to be on-site the day of your delivery.

DO I NEED TO BE THERE TO RECEIVE IT?
Signature is required to receive the shipment. 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 billed to re-ship the fixture.

WHEN WILL "PRE-ORDER" PRODUCTS BE AVAILABLE?
All items marked "PRE-ORDER" 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 info@vault-light.com for info regarding the estimated availability date.

HOW CAN I BE SURE MY PACKAGE ARRIVES ON TIME?
If you have a specific deadline you must receive your item by, please contact our Customer Service department at info@vault-light.com prior to placing your order to ensure we're able to meet the 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.

CAN ORDERS BE SHIPPED TO CANADA, OR OTHER COUNTRIES OUTSIDE THE UNITED STATES?
Yes, we can ship to most international locations. Please contact us prior to placing your order to receive an accurate shipping estimate--the cart does not calculate accurate shipping for International orders. All shipping prices provided DO NOT include international duties and tariffs. We require that all international clients arrange a broker or freight forwarder to ease in this process. Currently, we can't deliver to a PO Box or APO address.