Contact Us At HiddenVaultCollectibles@gmail.com
Pre-Orders FAQs
A: A pre-order is an item that is not yet in stock. You pay at checkout, and your order will ship once the inventory is received from the manufacturer. All items are final sale, including pre-orders.
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Q: What is a pre-order?
Q: When will my pre-order ship?
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A: Pre-orders will ship as soon as we receive the items. Release dates are provided by the manufacturer and may change.
Q: Can I combine pre-orders and in-stock items?
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A: Yes, but orders with both pre-order and in-stock items will ship together once all items are available.
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Q: Can I cancel a pre-order?
A: All items are final sale, However Once an order is placed, it can be canceled. But only in the first 24 hours. Please review your order carefully before purchasing.
Shipping FAQs
Q: What shipping methods do you offer?
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A: We currently use Canada Post and UPS for shipping within Canada. Shipping rates are calculated at checkout.
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Q: How long does shipping take?
A: Shipping times depend on your location and the carrier. Most orders ship within 2–5 business days once the item is in stock. Pre-orders ship according to the manufacturer’s release schedule. If your order has pre-order and in-stock items will ship together once all items are available.
Pricing & Payments FAQs
Q: What payment methods do you accept?
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A: We accept all major credit cards and PayPal.
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Q: Are prices in CAD?
A: Yes, all prices are in Canadian dollars.
Q: Will prices change after I place a pre-order?
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A: No. The price you pay at checkout is guaranteed.
Returns & Cancellations FAQs
Q: What is your return policy?
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A: All items are final sale, including pre-orders. However orders can be cancelled in the first 24 hours Please review your order carefully before purchasing.
Other FAQs and Customer Support
Q: How do I contact Hidden Vault Collectibles?
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A: You can reach us at HiddenVaultCollectibles@gmail.com or via Instagram @hidden_vault_collectibles.
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Q: What if my order arrives damaged?
A: We take great care in packaging all orders. If your item arrives with unexpected damage, please contact us within 48 hours of delivery with clear photos of:
The item
The packaging
The shipping box (if damaged)
We’ll review the claim and work with you to find a fair resolution where applicable.
Q: What if I purchased a “Damaged Box” item?
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A: Items clearly labeled as “Damaged Box,” “Box Damage,” or sold at a discounted price due to packaging condition are final sale and not eligible for refunds, returns, or replacements related to box condition.
By purchasing a damaged box item, you acknowledge and accept the stated condition at the time of sale.
Q: Does box damage count as item damage?
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A: Minor box imperfections (such as soft corners, light creasing, small scratches, or shelf wear) are not considered item damage.
Claims are only considered if there is significant, unexpected damage caused during shipping and not disclosed in the product listing..
Q: Do you replace or refund damaged items?
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A: Resolutions are handled on a case-by-case basis depending on:
The severity of the damage
Availability of replacement stock
Whether the item was sold as damaged
We reserve the right to offer a replacement, store credit, or partial refund where appropriate.
Q: How do I contact you about a damaged order?
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A: Please email us or use our contact form within 48 hours of delivery, including:
Your order number
Photos of the damage
A brief description of the issue
Claims submitted after 48 hours may not be eligible for review.