Frequently Asked Questions
Frequently Asked Questions
Answers to the questions we get most about ordering, shipping, sealed product, and returns at Vault Break. Can’t find what you need? Email support@mouch.shop.
General
What is Vault Break? An online shop for sealed Pokémon and Marvel trading card product, run by Mouch, Inc, shipping within the United States.
Where are you located? 373 Downing St, Palmdale, CA 93550, United States. Reach us at support@mouch.shop.
What do you sell? Booster boxes, elite trainer boxes, sealed sets, and collector supplies like sleeves and deck boxes. Stock rotates as new sets release.
Ordering
How do I order? Pick a product, choose quantity, add to cart, check out with your shipping and payment info, and confirm. You will get a confirmation once payment clears.
Can I change or cancel an order? Contact us right away — we can usually adjust or cancel before an order ships. Once shipped, our return process applies instead.
Availability
What if an item I ordered sells out? We will contact you about options — a wait, a substitute, or a refund for that item.
Can I ask about restocks? Yes, email us and we will let you know if we expect more inventory.
Pre-Orders
What is a pre-order? A listing for a product ahead of its release, reserved now and shipped once we have it in hand. See our Pre-Sale Information page for the full rundown.
Can release dates change? Yes — manufacturer release dates shift sometimes, which can push back your ship date too.
Shipping
How fast do orders ship? Processing is typically 1–2 business days, then 3–5 business days in transit.
Do you ship outside the US? We currently ship within the United States only.
Will I get tracking? Yes, sent once your order ships.
Payments
What payment methods work? Whatever is shown at checkout. Payments are handled by our payment provider.
My card was declined — why? That call comes from your bank or card issuer, not us. Try another method or contact your bank; email us if the problem continues.
Returns & Refunds
Can I return a sealed box? Sealed product generally needs to stay sealed to qualify, unless it arrived damaged, defective, or wrong. See our Refund and Returns Policy for the full terms.
How long do refunds take? About 3–5 business days after we approve the return, back to your original payment method.
Sealed Product
Can you guarantee a specific card inside a box? No — contents and odds are set entirely by the manufacturer, not by us, unless a listing states otherwise.
Do you guarantee cards will hold or gain value? No. Card values move with the market and are outside our control.
Damaged or Wrong Orders
My order arrived damaged — now what? Email support@mouch.shop with your order number, a description, and photos, and we will sort it out.
Contact
Mouch, Inc
373 Downing St
Palmdale, CA 93550
United States
Email: support@mouch.shop
Phone: +1 949-288-3523