Customer Service

First
we're sorry.

You came to the Vault for something you couldn't get anywhere else. If you're reading this, something got in the way of that — a machine that took your money, a bottle that never dropped, a drop that let you down. That's on us, not you. You shouldn't have needed to find this page at all, and we're genuinely sorry that you did.

Our promise

We make it right. Every time.

This is the part that actually matters. The souvenirs are just what's inside — how we treat you when something goes wrong is the whole business.

A real human

No bots, no runaround. A person reads every one of these — often Jenna herself.

The machine keeps the receipt

The Case logs its own record, so we can usually see exactly what happened without making you prove it.

Refund or replace

If it took your money and gave you nothing, you choose — money back, or we make the drop good.

We answer fast

Same day whenever we can. No 'please allow 5–7 business days' and no ticket vanishing into a void.

The fix

Now — let's fix it.

Clearing customs…

Customer Service

First
we're sorry.

Our promise

We make it right. Every time.

This is the part that actually matters. The souvenirs are just what's inside — how we treat you when something goes wrong is the whole business.

A real human

No bots, no runaround. A person reads every one of these — often Jenna herself.

The machine keeps the receipt

The Case logs its own record, so we can usually see exactly what happened without making you prove it.

Refund or replace

If it took your money and gave you nothing, you choose — money back, or we make the drop good.

We answer fast

Same day whenever we can. No 'please allow 5–7 business days' and no ticket vanishing into a void.

The fix

Firstwe're sorry.

We make it right. Every time.

Now — let's fix it.

Firstwe're sorry.

We make it right. Every time.

Now — let's fix it.

First
we're sorry.

First
we're sorry.