FAQs

Orders

How do I place an order?

Add your items to cart and check out on terrivavault.com. You'll get an order confirmation by email right after checkout.

Can I change or cancel my order?

Contact support@terrivavault.com as soon as possible. We can only change or cancel orders that haven't started processing yet (orders begin processing within 1-3 business days).

How do I know my order was placed successfully?

You'll receive a confirmation email with your order number immediately after checkout. If you don't see it, check your spam folder or contact us.

Shipping & Delivery

How long does shipping take?

Orders are processed in 1-3 business days, then shipped in 14-18 business days. Total delivery time is about 15-21 business days from the date you order.

How much does shipping cost?

$6.99 for US orders, $15.99 for Hawaii & Alaska, and $10.99 for international orders. Orders over $70 ship free.

Do you ship internationally?

Yes, to most international destinations. Note that customs duties, import taxes, or fees may apply and are the customer's responsibility.

How do I track my order?

You'll receive a tracking number by email once your order ships. You can also check order status by contacting support@terrivavault.com.

My tracking shows "delivered" but I didn't receive it. What do I do?

Contact us at support@terrivavault.com within 7 days of the delivery date so we can look into it with the carrier.

Returns & Refunds

What's your return policy?

We offer a 30-day return guarantee from the delivery date. Items must be unused and in original packaging. See our full Return & Refund Policy for details.

How do I start a return?

Email support@terrivavault.com with your order number, the item(s), and the reason for return. We'll confirm eligibility and send instructions.

Who pays for return shipping?

If the return is due to our error (wrong, damaged, or defective item), we cover return shipping. For other reasons (changed your mind, wrong size), the customer covers return shipping.

How long do refunds take?

5-10 business days after we receive and inspect the returned item, refunded to your original payment method.

My item arrived damaged or defective. What now?

Email us within 48 hours of delivery with photos and your order number. We'll send a full refund or free replacement — no return shipping cost to you.

Can I exchange an item instead of returning it?

Yes, subject to availability. Contact support@terrivavault.com within 30 days of delivery.

Payment & Security

What payment methods do you accept?

Major credit/debit cards (Visa, Mastercard, Amex, Discover) and digital wallets like PayPal, Apple Pay, and Google Pay, depending on your checkout options.

Is it safe to enter my card details on your site?

Yes. All payments are encrypted and processed through PCI-DSS compliant payment processors. We never store your full card number on our servers.

Why was my payment declined?

This is usually due to card details, billing address mismatch, or your bank's fraud checks. Try again or contact your card issuer. If the issue continues, reach out to us.

Do I have to pay sales tax?

Sales tax is calculated automatically at checkout based on your shipping address, where required by law.

Products & Collectibles

Are your fan merch designs original?

Yes. Our fan merch is designed in-house by our own team, inspired by the aesthetics and themes our customers love.

Will the product look exactly like the photos?

We aim for accuracy, but slight variations in color or packaging can occur due to screen display or manufacturing batches.

Are collectibles available in limited quantities?

Yes, some items are limited-run or one-time releases. We recommend ordering early once you find something you love.

Account & Contact

Do I need an account to order?

No, you can check out as a guest. Creating an account lets you track orders and view order history more easily.

How do I contact Terriva Vault?

Email support@terrivavault.com. Our team responds within 24-48 business hours (Mon-Fri, 9 AM-6 PM ET).

Where is Terriva Vault based?

We're a US-based company registered in Durham, North Carolina, shipping to customers across the US and internationally.