Refund policy

2ndVault + HavenHolder Return & Support Policy

We’re so glad you’ve chosen 2ndVault and HavenHolder to support your peace of mind and preparedness journey. While we hope everything arrives in perfect condition and meets your expectations, we understand that sometimes things don’t go as planned. Here’s how we’ll help.

🚚 Damaged Upon Arrival? We’ve Got You.

If your HavenHolder arrives with damage, we’ll make it right. Reach out to us within 7 days of delivery, and we’ll get a replacement on the way.
 Please include your order number and a few clear photos so we can resolve things quickly. 📧 Email: support@2ndvault.com

🔁 Need to Return Something? No Problem.

We accept returns on eligible items if:

  • You notify us within 7 calendar days of receiving your order
  • You ship it back within 7 additional calendar days
  • The product is in new, unused, and in sellable condition

To begin the return process, contact us at support@2ndvault.com and we’ll send you a return form along with instructions. Return shipping costs will be the responsibility of the customer. 

💵 What Happens With Refunds

We aim to be fair and transparent with every return. Refunds will reflect the following:

  • If any part of the return (folders, guides, or the main case) is opened or damaged, a deduction of up to $40 per item may apply.
  • Our original shipping costs will be deducted from the refund—even if you received free shipping.

⚠️ General Order & Support Guidelines

✨ Coupon Codes

Be sure to apply any coupon codes at checkout. Once an order is placed, we’re unable to retroactively apply discounts or make price adjustments.

🏠 Incorrect Address

Double-check your shipping address before submitting your order. If an error is made, we’ll do our best to assist—but we can’t be responsible for packages delivered to incorrect addresses.

📦 Package Theft or Loss

While we carefully pack and track all shipments, we’re unable to replace items lost or stolen after delivery (i.e., porch theft). For best protection, consider sending your order to a secure location.

🔄 Duplicate or Canceled Orders

If you place a duplicate order or need to cancel, email us right away. Orders move fast, and if they’ve already shipped, we’ll walk you through the return process instead.

❤️ Our Promise to You

We believe in exceptional service, proactive support, and treating every customer with care. If you run into a problem, please don’t hesitate to email us. We typically respond within 3 business days, and always with a solution in mind.

📧 Email: support@2ndvault.com
 Please include your order number in the subject line so we can help faster.