Customer Service

Phone: 1 (800) 655-0528

Hours:

Monday-Friday: 8am-5pm ET (CLOSED 12-1 for lunch)
Saturday/Sunday: CLOSED

Email:

Order/General Inquiries:
customerservice@thecoinvault.com
(Please include your order number if you have one.)

Technical Issues:
webmaster@thecoinvault.com

Address

94 East Union City Pike Winchester, IN 47394

Frequently Asked Questions (FAQs):

Privacy

We use industry-standard encryption technologies when transferring and receiving your personal information. On the Internet, when you see either a solid key icon or a locked padlock icon at the lower portion of your browser window, this indicates that the site is secured through Secure Sockets Layer (SSL). Pages requesting personal information should always have one of these icons. If you do not see one of these icons, please contact us to complete your transaction over the phone by calling 1-800-655-0528.

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Security

All the appropriate security measures are in place to protect you against the loss, misuse or alteration of your personal information, including your credit card. If you're still unsure about ordering over the Internet, call 1-800-655-0528, and we'll take your order over the phone.

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Tax

Sales tax on your order is calculated according to the destination of the merchandise, since States have individual tax laws. The Coin Vault doesn't benefit from the collection of sales/use tax and we remit collected tax directly to the taxing jurisdiction. We are required to collect tax on any order sent to States where we operate a retail business.

There is no sales tax on orders delivered to most States.

State sales tax is charged on total merchandise for orders delivered to Indiana.

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Delivery Charges & Timelines

We have a flat rate shipping & handling fee of $9.95. Phone-in customers can add to that order as many items as they like the same calendar day. From 4/1/2017, we are offering a "Not One Cent" Free shipping promotion, with no minimum spend or online promo code required. This promotion may end at any time and applies to full pay and split pay orders. For Auto Receive programs, this offer only applies to the first months shipment. Subsequent shipments will be charged shipping at the advertised rate.

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How can I add a promotion?

You can add a promotion code to your order by typing it into the Special Codes field during checkout and clicking Update Cart at checkout.

If you are having difficulty, please review the promotion's details to see how and when it can be used.

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Order Status

To obtain your order status you must call 800-655-0528 or email customer service at help@thecoinvault.com.

If you don't have an account, but would like to start one, create an account now.

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How can I send a gift or ship to another address?

All online/web orders must ship to your billing address. If you wish to have your order sent to an address other than your billing address, please call 1-800-655-0528.

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Returns & Exchanges

We're confident you will be satisfied with your purchase, but if not, you may return your item for a refund or exchange within 30 days of your delivery date. Shipping and handling charges are non-refundable, and the product must be returned complete and in sell able condition to qualify for a refund. Refund amount will include full purchase price and all collected taxes. Seals and cases contribute to the value of coin and currency collectibles and must remain intact and unbroken. This applies, but is not limited to: grading cases, Mint and Proof cases and packages, bag seals, original government sealed packaging, certificates of authenticity and/or any other special packaging or containers.

Customers are responsible for shipping charges and risk of loss on all return shipments. All returns must be shipped by a reputable shipper and be properly packaged and fully insured. If you have any questions regarding this policy, please contact Customer Service at 1-800-655-0528.

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How can I tell if you received my order?

After sending your order you will receive a receipt page including an order number and details on your order. The receipt page can be printed for your records if you want. We'll also send an email acknowledgement shortly to the email address you entered on your order.

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Can I change my order after it's sent?

Once your order is submitted, it can't be changed online because it's automatically processed as soon as you complete the checkout process. If you would like to attempt to change your order you can either email us at help@thecoinvault.com or call 1-800-655-0528.

When sending an email, please include your sales order ID and instructions on how your order needs to be modified.

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Can I cancel Back ordered items?

You can cancel your back ordered item by sending us an email or call 1-800-655-0528. Please include your name, address, order number and item to be canceled.

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When will my order ship?

At any time you may track the status of your order by calling customer service at 800-655-0528. Most orders will be shipped within 7-14 business days. If you still have a question please feel free to either email us at help@thecoinvault.com or call 1-800-655-0528.

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Can The Coin Vault Cancel My Order?

Although we make every effort to ensure information and product availability is accurate, there are very rare occasions when errors occur.

The Coin Vault reserves the right to cancel any order, for any reason prior to fulfillment. Customers will be notified by email &/or telephone if an issue arises and we'll make every effort to provide the very best in customer service in this event. All items are subject to availability and price changes at any time. The Coin Vault cannot be held liable for errors, typographical mistakes or omissions.

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Can I change the email address I use to log into TheCoinVault.com?

Yes, first you will have to login to your personal account. Logging in ensures the security of your account information. Once you're logged in we'll take you right to the page where you can edit your address. Login Now.

Note: The email address you use for your account is separate from the email address you use to receive The Coin Vault Insider Email about special events, offers and sales. If you would like to update your e-mail address for The Coin Vault Insider Email, sign up with a new address and simply unsubscribe from your old address by clicking the link at the bottom of any promotional email you've received from us.

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How do I know the products are authentic?

The Coin Vault provides a guarantee of genuineness for all products we sell for the life of those products as long as they are in the hands of the original buyer.

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What sort of guarantees do you offer in regards to the volatility of the metals market?

Customer acknowledges that the rare coin market is speculative, unregulated and volatile, and that coin prices may rise or fall over time. The Coin Vault is not an investment company and therefore does not offer financial advice in this regard or sell items as an investment. We cannot predict future prices and, as such, past results are not a guarantee or predictor of future performances. Our products are sold as collectible items for the personal use and enjoyment of our customers.

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What is the Troy Weight System?

Troy weight is a system of measurement for precious metals where a pound is equivalent to 12 ounces. The standard weight system utilized by the U.S. and England for measuring coarser commodities is Avoirdupois. The unit weight is the pound which is equivalent to 16 ounces. All U.S. and foreign precious metal legal tender coins are struck to Troy weight.

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