Online Store FAQs

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Can I use an eGift Card for purchases in the Online Store?

Purchased (e)Gift cards are only able to be used on tattoo appointments and deposits at this time.  We are currently not able to use eGift cards as payment in the online store and are working to make this feature available in the future.

How do I report a problem/submit a problem with my online order?

You must report problems with an order through email by submitting a problem report.

1. Click report problem

2. Be sure to include the order number with your report

3. Write up your problem in detail, Do your best to describe the issue, misprint, broken goods, etc. and upload relevant photos where possible.

Be aware that Vault 74 Tattoo may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you have got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you think that you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by customer. We will receive notice once the order arrives back to our facility. We would Contact you(customer) to determine how you would like to proceed  with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided.

What if the product is damaged in the mail?

If something arrives damaged, submit a problem report. Be sure to include order number, and send a photo of the damaged goods in the report, then we'll gladly send a replacement at no cost to you.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense.

If you are attempting  to exchange or return a product without any defect or due to a wrong size being ordered, This will be handled at the customer expense by placing a new order.

If the item is returned to our facility, someone from our facility will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

What if the recipient's address was wrong?

If the recipient's address was wrong, then the recipient is held responsible. Usually, the package is sent back to the return address.  we'll contact you for an updated address which you will be responsible for any extra shipping costs. We can also invite you to come directly to the studio to pick up the order in person to avoid any additional shipping costs.    

What happens if a package wasn't delivered to my customer, but the tracking states that it was?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Vault 74 Tattoo won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped at customer expense. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!