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Online Store Help

 

How do I know you received my order?
You should receive a confirmation e-mail from us that your order was placed. In addition, you should also receive a payment confirmation from PayPal. PayPal’s confirmation will have your AV order number, this also provides confirmation that your order was placed. Some email servers tend to block the confirmation emails. In particular, we have noticed this with Yahoo and AOL accounts.« Back to top
How do I know my order shipped?
You will receive an e-mail from Arcane Vault with tracking information. Tracking is also uploaded to PayPal and you should also receive an email from them. Some email servers tend to block these emails. In particular, we have noticed this with Yahoo and AOL accounts.« Back to top
How do we ship?
We use USPS for all our shipping because it allows us to provide the best shipping rates to our customers. * PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. Arcane Vault CAN'T ANTICIPATE THESE COSTS AND WILL NOT BE ABLE TO REIMBURSE YOU FOR ANY ADDITIONAL FEES INCURRED. BEFORE PLACING YOUR ORDER, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE, OR BRANCH OFFICE OF THE U.S. POSTAL SERVICE, TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT. « Back to top
How long is your processing time?
Because the majority of our products are created specifically for you, some items may take more time than others. We strive to process and ship orders within 1 week, but in some instances, it may take up to two weeks to process and ship an order.« Back to top
How long until I get my order?
Once your package leaves our office we can never tell you how long it will be until your package arrives. We do send you an e-mail when your order ships that contains tracking information. You can log into USPS.com to track the progress of your shipment.« Back to top
The product I want isn't in stock, is it coming back?
Maybe. We prefer to do limited runs of all our products in an effort to keep our assortment “fresh”. However, if something is very popular there is a good chance we will bring it back after it sells out.« Back to top
You don't carry the phone cover I want, why not?
Because there are so many different styles of smart phones it is very difficult for us to stock them all. We are constantly looking at the market to see which styles we can, and should, bring in.« Back to top
Can I return my item if I don't like it?
For non-customized product returns may be accepted with a restocking fee. Unfortunately we cannot offer returns on customized product.« Back to top
Can I return my item if it's defective?
Absolutely. Please send on e-mail to info@arcanevault.com.« Back to top
Why can't I find a certain product?
Our website uses live inventory to show accurately whether an item is in stock or not. If you can find a product, but it shows 'Availability: Out of Stock' then it should be restocked within a few weeks. If you'd like to be informed by email when it returns, just click the 'Email me when Back-In-Stock' link on the product detail page. If you cannot find a former product at all then it may have been discontinued. We are constantly updating this information as suppliers bring in new products and discontinue old ones. If you're looking for something specific please contact us and we'll be glad to check on it for you.« Back to top
How do I become a registered user for this site?
To become a registered member of this site, click Register on the menu bar and enter your Profile and Account information. Then click Register. There is no cost to become a registered member. Please Note: For security purposes, your password must consist of 7-32 characters and must include at least one letter and one number. Passwords are case sensitive.« Back to top
How do I add an item to my shopping cart?
To add an item to your shopping cart, on the Product page enter the quantity you wish to purchase in the quantity field and then click Add to Cart.« Back to top
How do I remove an item from my shopping cart?
To remove a single item from your shopping cart, click the x box next to the item you wish to remove.« Back to top
How do I remove all of the products from my shopping cart?
To remove all of the items currently in your shopping cart, click the Clear Cart button.« Back to top
Who can I contact if I have questions?
Please click Contact Us on the menu bar to learn how to reach us regarding any questions or issues you may have. Feel free to contact us, or fill out the Contact Request form and we will contact you.« Back to top
Is my credit card information secure through this site?
YES! Your credit card information is protected with a secure SSL Certificate that encrypts all of your transactions through our site with industry-standard secure sockets layer (SSL) technology. If the online store accepts credit cards, rest assured that both your credit card information and personal information are protected.« Back to top
Can I update my account contact information?
To update your contact information you must first Sign In. Click My Account on the menu bar to access your account information. Select the Profile for which you wish to update the contact information. Make your changes and then click Save.« Back to top
Can I change my email address and password?
To update your email address and password you must first Sign In. Click My Account on the menu bar to access your account information and then select Change Email Address and Password from the My Account menu. You may update your e-mail address, first and last name, and change your password, then click Save. Please note: For security purposes, your password must consist of 7-32 characters and must include at least one letter and one number. Passwords are case sensitive.« Back to top
Can I view my previous orders placed on this site?
To view your order history you must first Sign In. Click My Account on the menu bar to access your account information. Select View Order History from the My Account menu and then select the order number for the order you wish to view.« Back to top

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