FAQ

Orders and delivery

Where do you ship?

Across the United Arab Emirates. We do not ship internationally at this time.

How much is delivery and how long does it take?

Standard Shipping is AED 25 and arrives in 3 to 5 business days. Orders of AED 200 or more ship free. Orders are packed within 1 to 2 business days.

Will I get tracking?

Yes. Every order ships with tracking and the number is emailed to you when the parcel is collected.

Can I change or cancel my order?

Yes, any time before it is dispatched. Email support@twvault.ae with your order number as soon as possible.

Condition and authenticity

How do you grade cards?

By hand, under natural light, front and back, against our published Condition Standards. Where a card sits between two grades we list it at the lower grade.

Are your cards authentic?

Yes. Everything is verified before listing. Graded cards arrive in the original sealed slab and the certification number can be checked with the grading company directly.

Do you open or search sealed product?

Never. Sealed product is sold exactly as it left the manufacturer, unopened and unsearched.

Graded cards

Can you crack a slab for me?

No. Graded cards are sold and shipped in the original slab, with the certification intact.

Returns

What is your return window?

14 days from delivery. Contact us first and we will confirm whether the item qualifies and give you the return address.

Can I return sealed product?

Only if it is still factory sealed. Once a seal is broken the item cannot be returned, because sealed product cannot be verified as unsearched after opening.

What if my card arrives damaged or not as described?

Tell us within 48 hours with photos. We cover return shipping and either replace or refund it, whichever you prefer. Full details are in our Return and Refund Policy.

Preorders

When do preorders ship?

On or shortly after the official release date set by the publisher. If your order mixes preorder and in-stock items it ships together once the preorder releases, unless you ask us to split it.

What if a release is delayed?

We will keep you updated. If a release is cancelled you get a full refund.

Still stuck?

Email support@twvault.ae and we will get back to you within one business day.