This page is maintained by The Athlete Vault. It describes our current practices in plain language and is provided for informational purposes; please consult counsel for legal advice specific to your situation.
The 24-hour window
You have 24 hours from the moment you place your order to cancel or modify it for a full refund. After 24 hours, production begins and the order is final.
Personalized items
Because each piece is personalized, we cannot accept returns for a change of preference.
A person reviews the artwork and photo quality on every personalized order before anything goes into production.
If an image will not print cleanly, or required information is missing, we contact you before production starts.
Our remake promise
We remake any piece that arrives damaged, has a production defect, or materially differs from the order you approved.
- Arrives damaged
- Has a production defect
- Materially differs from the order you approved
How to report an issue
Report damage or a defect within 7 days of delivery with photos and we will make it right.
Questions about your order? Contact us and a person will answer.
Timing
Personalized keepsakes typically ship in 5-7 business days. Premium workshop pieces typically ship in 7-10 business days. Timing starts once your order and artwork are confirmed, including any response or approval we need from you.
Tracked standard shipping on every order.
Reaching us
Use the contact form with your build number and photos, and a person will answer.
How refunds are issued
Approved refunds are returned to the original payment method within 5-10 business days.