Vault Help Desk
Everything you need to know about buying from the Vault, in one place. If you cannot find your answer here, email support@prime151.com with your order number and a real person will get back to you.
Answers, fast
| Something arrived damaged | Photograph the box, the packing, and the item. Keep everything. Email support@prime151.com within 7 days. Full claim steps |
| Where is my order? | Orders process in 1 to 3 business days. Tracking can take 24 to 48 hours to update. Shipping details |
| Can I pick it up? | Yes. Choose local pickup at checkout. Ready in about 24 hours at our Hicksville counter. Wait for the ready email. Pickup details |
| Can I cancel or return? | Cancel before fulfillment begins. Sales are otherwise final except for damage or defect. Returns & refunds |
| When does my pre-order ship? | On the manufacturer's release date, which is an estimate and moves. Pre-order terms |
| What condition is it in? | We publish exactly what our grades mean and what counts as a defect. Condition & grading |
| Stop targeted ads | Your Privacy Choices |
| Trading in a collection? | We may require photo ID, and a trade is final once you accept. Read this first. Trade in terms |
| Wholesale account | Email contact@prime151.com. Partner agreement |
Buying from the Vault
Terms of Service
The master agreement. Ordering, pricing, pre-orders, limits, live sales, your rights and ours.
Returns & Refunds
What is final sale, the two exceptions, how to file a claim, cancellations, and refunds.
Shipping & Delivery
Processing times, carriers, insurance, signature rules, local pickup, and risk of loss.
Condition & Grading
What our condition grades mean, what is normal wear, and what we always disclose.
Store Credit & Trade-Ins
Credit never expires and carries no fees. How trade in offers work, and what happens before you hand something over.
Community & events
Event & Ticket Terms
Tickets, transfers, cancellations, conduct, prizes, minors, and personal property.
Events Calendar
Tournaments, draft nights, paint nights, and release events at the Vault.
Accessibility
Our standard, known limitations, and how to get help if something is in your way.
Legal & privacy
Privacy Policy
What we collect, why, who sees it, how long we keep it, and every right you have.
Your Privacy Choices
Opt out of targeted advertising and the sharing of your activity data.
Intellectual Property & DMCA
Our photography and brand, third party rights, takedown procedure, and automated access.
Contact & Hours
Where to reach us, support hours, our retail counter, and our mailing address.
For businesses
Wholesale Partner Agreement
Allocation, invoicing, payment timing, whole unit ordering, resale conditions, and tax documentation.
Wholesale at the Vault
How to apply for a wholesale account and what partners get.
A note on plain language. Legal documents have to be precise, so parts of these read like legal documents. Where we could say something plainly we did. If any part of a policy is unclear, ask us before you buy rather than after. We would much rather answer a question than process a claim.
Policies were last reviewed on August 11, 2026. The version posted at the time you place an order governs that order.