Refund policy

Refund and Return Policy

Thank you for choosing Physical Media Vault. We take pride in carefully packaging and shipping every order to help ensure your items arrive safely and correctly.

Request a return for a damaged or incorrect item, or visit Preorder Cancellation to cancel an eligible preorder that has not shipped.

Return Eligibility

Physical Media Vault only accepts returns in the following cases:

Return Reason	Eligible for Return?
Product arrived damaged	Yes
Wrong product was received	Yes
Customer changed their mind	No
Customer ordered the wrong item	No
Product is no longer wanted	No
Opened or used products	No

Returns must be requested within 14 days of delivery. To be eligible, the item must be returned in the condition it was received and include all original packaging, inserts, discs, cases, slipcovers, accessories, and any other included materials.

Damaged or Incorrect Items

If your order arrives damaged or you received the wrong product, submit a request through our returns portal within 14 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the damaged item, incorrect item, and packaging

Our team will review your request and delivery date. Submitting a request does not automatically approve a return or issue a refund.

How to Initiate a Return

1. Open the returns portal and find your order using your order number and the requested verification details.
2. Select the item, choose the damaged or incorrect item reason, describe the issue, and upload clear photos of the item and packaging.
3. Submit your request and wait for our team to review it. Do not send anything back until your return is approved.
4. If approved, follow the return instructions and use the label we provide.

If you cannot find your order or need help using the portal, email info@physicalmediavault.com with your order number and details of the issue.

If your return is approved, we will provide return instructions and any required return authorization. Items sent back without approval may not be accepted.

Return Shipping

For approved returns due to damage or an incorrect item, Physical Media Vault will provide a prepaid return label or other return shipping instructions. Customers are not responsible for return shipping costs when the return is due to damage or an error on our part.

Use the return address provided with your approval. Do not send a return to our contact address without instructions from our team.

Refund Process

Once the returned item is received and inspected, we will notify you by email whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 5 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund.

Non-Refundable Items

The following items are not eligible for return or refund through the returns process. Eligible unshipped preorder cancellations are covered separately below:

• Opened or used products
• Items returned without approval
• Items damaged after delivery due to customer handling
• Items missing original packaging, inserts, discs, cases, slipcovers, accessories, or included materials
• Orders where the customer changed their mind or ordered the wrong item

Exchanges

We do not offer standard exchanges. If you received a damaged item or the wrong product, submit a request through our returns portal so we can review and resolve the issue.

Preorder Cancellations

Preorder cancellations are handled through our Preorder Cancellation page. A return request does not cancel an order.

• Within 24 hours of ordering: email info@physicalmediavault.com with your order number for a fee-free cancellation before shipment.
• More than 24 hours after ordering: use the cancellation tool on the Preorder Cancellation page. A 10% cancellation fee applies to eligible preorders cancelled before shipment.
• Already shipped: the order can no longer be cancelled. Delivered items are subject to the return eligibility rules above.

If your returns portal lookup identifies a preorder, select Cancel a preorder to open the cancellation page. If your order contains both received items and unshipped preorders, use the returns portal for damaged or incorrect items you have received and the cancellation page for eligible unshipped preorders.

In-Stock and Factory-Direct Cancellations

In-stock and factory-direct orders can be cancelled free of charge before shipment. Email info@physicalmediavault.com as soon as possible with your order number. These cancellation requests are handled by our team. Once an order has shipped, it cannot be cancelled.

Contact Information

Phone: +1 512-200-8397
Email: info@physicalmediavault.com
Address: 9608 Eloquence Dr, Manor, TX 78653, United States

Support Hours (Central Time)

Monday to Friday: 10:00 AM to 6:00 PM