SHIPPING POLICY

Processing

Orders are processed within 1–3 business days of being placed. Orders placed on a weekend or holiday begin processing the next business day.

You'll get a confirmation email as soon as you order, and a second email with tracking once your package ships. If you haven't received tracking within 5 business days, email maskvault@outlook.com.

Delivery times

These are estimates, not guarantees. Carrier delays, customs holds, weather, and peak seasons (October and December especially) can push delivery beyond these windows.

Halloween orders: order by [October 16] to receive your mask before October 31. We can't guarantee arrival for orders placed after that date.

Shipping costs

Shipping costs are calculated at checkout based on your destination and shown before you pay.

Tracking

Tracking numbers can take 24–72 hours to show movement after you receive them. A tracking number that hasn't updated yet doesn't mean your order hasn't shipped.

Customs, duties, and import taxes

International orders may be subject to customs fees, duties, or import taxes charged by your country. These are not included in your order total and are your responsibility. We have no control over these charges and cannot predict what they'll be. Customs can also delay a package, sometimes by several weeks.

Wrong or incomplete addresses

Check your shipping address before you submit your order. If a package is returned to us because the address was wrong or incomplete, we'll reship it once you cover the reshipping cost. If you catch a mistake, email us immediately — we can usually correct it before the order ships, but not after.

Lost, stolen, or damaged packages

If tracking shows delivered and you don't have the package, check with your household and neighbors first, then wait 48 hours — carriers sometimes mark packages delivered a day early.

If it still hasn't shown up, email maskvault@outlook.com within 14 days of the delivery date and we'll open a claim with the carrier. Carrier claims typically take 7–21 days to resolve, and the outcome is the carrier's decision, not ours.

If you added Shipping Protection at checkout, we skip all of that. Email us and we'll send a free replacement or issue a full refund right away, no carrier claim and no waiting period. This covers packages lost in transit, marked delivered but missing, or that arrive damaged.