Shipping policy

Order Processing

• Orders typically ship within 2 to 3 business days, excluding pre-orders and products with different processing times stated on the product page.
• Shipping and delivery times are estimates only and are not guaranteed.
• All orders must be placed and processed through the 311 Vault website for accurate order tracking, payment processing, and tax reporting.

Shipping Locations

At this time, 311 Vault ships only within the continental United States.

We do not currently offer international shipping.

Orders placed with shipping addresses outside our available shipping area may be cancelled and refunded.

Shipping Methods and Delivery Times

• Standard Shipping: Approximately 3 to 7 business days.
• Economy Shipping: Approximately 5 to 10 business days.

Transit times are in addition to order processing time.

Packages are shipped using the shipping method selected by the customer at checkout.

Delivery dates and transit times provided by shipping carriers are estimates and are not guaranteed by 311 Vault.

Carrier delays may occur due to weather, service disruptions, high shipping volume, holidays, transportation issues, or other circumstances outside our reasonable control.

311 Vault does not issue refunds, cancellations, or replacements solely because of carrier shipping delays.

Local Pickup — Los Angeles

Select items may be available for local pickup in Los Angeles. Local pickup availability will be noted on the applicable product page.

• Orders must be placed and paid for online before pickup.
• Pickup instructions will be sent by email.
• We will contact you within 2 business days of purchase to coordinate a pickup date and time.
• Orders must generally be picked up within 30 days.

Extended storage beyond 30 days may be available at 311 Vault's discretion for $50 per 30-day period.

If you are unable to pick up your order within the applicable period, please contact us before the deadline to discuss available options.

Tracking Information

• Tracking details are sent by email once your order has shipped.
• Please check your spam, junk, promotions, or filtered email folders if you do not see your shipping confirmation.
• Tracking information may take up to 3 days to begin showing updates after a shipping label is created.

Pre-Shipment Status

If your tracking information displays “Label Created,” “Pre-Shipment,” or a similar status, this may mean:

• Your order has been packed and is awaiting carrier pickup; or
• The carrier has received the package but has not yet completed its first tracking scan.

If tracking has not updated within 7 days, you may contact the shipping carrier using the tracking information provided with your order. If the carrier cannot provide an update, contact 311 Vault for additional assistance.

Carrier Delays

Once a package has been transferred to the shipping carrier, transit and delivery are subject to the carrier's operations and service conditions.

Delays may occur for reasons outside of 311 Vault's control.

If your package encounters a delay, please use the tracking information provided with your order to monitor the shipment and, when appropriate, contact the shipping carrier.

Shipping delays alone do not qualify an order for a refund, cancellation, or replacement.

Delivered but Not Received

In some cases, a carrier may mark a package as delivered before the package has physically reached its final delivery location.

If your tracking shows delivered but you have not received the package:

• Check around the delivery location.
• Check with neighbors and other members of your household.
• Check mailrooms, package rooms, leasing offices, building management, or other applicable delivery locations.
• Contact the shipping carrier or local delivery office.

Please allow up to 5 days after the carrier's delivery scan for the package to appear.

If the package has still not been located after 5 days, contact 311 Vault so we can assist with reviewing the situation where possible.

A package marked as delivered is not automatically eligible for a refund or replacement.

311 Vault may assist with a carrier investigation or claim when reasonably possible. Any refund, replacement, or other resolution will be determined based on the circumstances of the shipment and applicable law.

Lost Packages

If a package appears to be lost in transit, please notify 311 Vault within 30 days of shipment whenever possible.

Customers should use the tracking information provided with their order to monitor the shipment and may contact the shipping carrier regarding the missing package.

311 Vault may assist with a carrier investigation, claim, or applicable insurance process where appropriate.

A carrier determination that a package is lost does not automatically entitle the customer to a refund or replacement.

Because many 311 Vault items are rare or one-of-a-kind, replacement inventory may not be available.

Any refund, replacement, or other resolution will be determined based on the circumstances of the shipment, available documentation, any applicable carrier claim or insurance coverage, and applicable law.

Buyer Responsibility — Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your shipping information before completing your purchase.

311 Vault is not responsible for packages that are lost, misdelivered, delayed, or undeliverable because an incorrect, incomplete, outdated, or otherwise inaccurate shipping address was provided by the customer.

Customers using accelerated checkout services such as Apple Pay, PayPal, Shop Pay, or other third-party payment or checkout services are responsible for confirming that the shipping address associated with their account is current and accurate before completing the purchase.

Returned Packages

If a package is returned to 311 Vault because of an incorrect or incomplete address, failed delivery attempts, refusal of delivery, or another delivery issue, the order will be reviewed once the package has been received back at our facility.

Refusal of delivery does not create a right to a refund.

Once an undeliverable package has been successfully returned to us, the customer may contact 311 Vault regarding available options.

Depending on the circumstances, 311 Vault may:

• Reship the order after applicable additional shipping costs and carrier fees have been paid; or
• Cancel the undeliverable order and issue any eligible refund.

If an order is cancelled after being returned to 311 Vault, original shipping charges are non-refundable.

Any additional return shipping charges, carrier fees, or other costs associated with the returned package may be deducted from any applicable refund where permitted.

Refunds for returned packages will be processed after the package has been received at our facility and the order has been reviewed.

Any refund associated with a returned package is subject to the 311 Vault Refund Policy.

Combining Orders

Orders are processed individually and cannot be guaranteed to be combined with other orders.

Requests to combine multiple orders are reviewed at 311 Vault's discretion and may not be possible once an order has entered the fulfillment or shipping process.

Any adjustment to shipping charges resulting from combined orders is at 311 Vault's discretion.

All Sales Final

All 311 Vault items are sourced from archived band inventory and are often limited, rare, vintage, or one-of-a-kind.

All sales are final.

We do not offer standard returns, exchanges, cancellations, or refunds for change of mind, incorrect size selection, ordering the wrong item, or other reasons unrelated to an error or issue attributable to 311 Vault.

Any exception is reviewed on a case-by-case basis as outlined in our Refund Policy.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive an incorrect item, please contact 311 Vault as soon as reasonably possible, preferably within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the shipping package and packaging materials
• A photograph of the shipping label, when applicable

Please do not discard the item or packaging materials until 311 Vault has completed its review or tells you they are no longer needed.

311 Vault may request additional information or photographs to investigate the issue.

If 311 Vault determines that the order was damaged in a manner for which 311 Vault is responsible, that the wrong item was shipped, or that another fulfillment error occurred, we may provide an appropriate resolution, which may include a replacement, refund, or other remedy.

If an item is one-of-a-kind or otherwise unavailable, a replacement may not be possible.

Failure to report an issue within 48 hours does not automatically waive any rights or remedies that cannot legally be waived.

Contact

For shipping questions, delivery issues, or order assistance, contact:

311vaultshop@gmail.com