Lost, Stolen & Damaged Packages Policy

At Glam Vault Beauty, we are committed to providing a reliable shopping experience and ensuring your luxury hair purchases are handled with care. We take pride in preparing and fulfilling orders responsibly and encourage all customers to protect their purchases against unexpected shipping incidents.

To provide customers with additional peace of mind, Route Package Protection is available as an optional purchase at checkout.

Order Processing & Shipping

Orders are processed within approximately 1–2 business days following payment and fulfillment confirmation.

Tracking information is provided once your order ships. Delivery estimates may vary due to weather, holidays, carrier delays, or unforeseen circumstances.

Once an order has been transferred to the shipping carrier, its transportation and delivery are handled by the carrier. Glam Vault Beauty cannot control carrier delays, theft, or other incidents occurring during transportation.

Route Package Protection — Optional Coverage

Customers have the option to purchase Route Package Protection at checkout for additional coverage against eligible lost, stolen, or damaged shipments.

Route is a third-party package protection provider that independently reviews and processes claims according to its coverage terms, eligibility requirements, and claims procedures.

If You Purchase Route Package Protection:

• Eligible lost, stolen, or damaged package claims are handled directly through Route.

• Customers must submit claims to Route within the applicable filing deadlines.

• Route determines whether a claim qualifies for coverage.

• Route is responsible for determining and processing approved refunds, replacements, or other available resolutions under its protection program.

• Glam Vault Beauty does not control Route's claim decisions, approval requirements, refund determinations, or processing timelines.

• Purchasing Route protection does not guarantee claim approval.

Customers who purchase Route Package Protection should submit eligible shipping-related claims directly through Route rather than requesting a separate discretionary refund from Glam Vault Beauty.

Route claims may be submitted through the Route Resolve Center at https://claims.route.com or through the claim link provided with the protected order.

If You Decline Route Package Protection

Customers who choose to decline Route Package Protection acknowledge that their orders will not receive coverage through Route's protection program.

Glam Vault Beauty will make reasonable efforts to assist customers experiencing shipping-related concerns, including reviewing available tracking information, communicating with our fulfillment partner, and helping initiate a carrier investigation when appropriate.

However, Glam Vault Beauty does not guarantee reimbursement, replacement merchandise, or store credit for packages lost, stolen, damaged, or misdelivered during shipping when optional Route Package Protection has been declined.

Once an order has been properly fulfilled and transferred to the shipping carrier, Glam Vault Beauty is not responsible for incidents outside our reasonable control, except where responsibility is imposed by applicable law.

Customers who decline Route protection may be responsible for losses not recoverable through the shipping carrier or another applicable remedy.

We strongly recommend purchasing Route Package Protection at checkout, especially for high-value luxury hair purchases.

Lost Packages

If your package appears lost in transit, contact info@p-and-h-enterprises.com.

We will review the tracking information and, when appropriate, coordinate with our fulfillment partner and shipping carrier to investigate the missing shipment.

Orders With Route Protection: Customers should submit eligible claims directly through Route. Route will review the claim and determine whether a refund, replacement, or other resolution is available.

Orders Without Route Protection: Glam Vault Beauty will provide reasonable assistance with tracing the shipment and pursuing available carrier remedies. Refunds, replacements, and store credit are not automatically guaranteed and will be evaluated individually, subject to applicable law.

Packages Marked as Delivered

If tracking confirms delivery but your package is missing, please check your mailbox, porch, surrounding areas, household members, and building management.

Customers should also contact the shipping carrier to report the missing package and notify Glam Vault Beauty for additional assistance.

Orders With Route Protection: Packages marked as delivered but missing may qualify for Route's stolen-package coverage. Customers must submit claims directly to Route within its applicable deadlines.

Orders Without Route Protection: Glam Vault Beauty will make reasonable efforts to assist with tracking verification and available carrier inquiries. However, Glam Vault Beauty does not automatically provide refunds, replacements, or store credit for packages confirmed as delivered by the shipping carrier.

All claims are subject to available delivery records, investigation findings, and applicable legal requirements.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout, including apartment numbers, suite numbers, and any necessary delivery instructions.

Glam Vault Beauty is not responsible for losses, delays, misdeliveries, or returned packages resulting from incorrect or incomplete addresses supplied by customers, except as required by applicable law.

Please verify your shipping address before completing your purchase.

If an error is discovered, contact us immediately at info@p-and-h-enterprises.com.

Once an order has shipped, address changes cannot be guaranteed.

Important: Route Package Protection generally does not cover shipments lost because customers entered incorrect shipping addresses.

Additional shipping costs resulting from customer-provided address errors are the customer's responsibility.

Damaged Packages & Product Verification

If your package arrives damaged or your merchandise is defective, please contact Glam Vault Beauty within 48 hours of delivery whenever possible.

Provide your order number, clear photographs, and a short video showing the packaging, merchandise, and reported damage.

Orders With Route Protection: Shipping-related damage claims should be submitted directly through Route. Route determines eligibility and may request photographs, videos, or other supporting documentation. Its claims procedures govern covered shipping damage.

Orders Without Route Protection: Glam Vault Beauty will review available evidence, investigate the reported damage, and determine whether assistance or another remedy is appropriate.

For claims handled directly by Glam Vault Beauty, products reported as damaged or defective may need to be returned to Glam Vault Beauty or our designated fulfillment facility for inspection before discretionary store credit or a replacement is approved.

Please retain the original packaging and accompanying materials. Return instructions and authorization will be provided when applicable.

Manufacturing defects, fulfillment errors, and other issues for which Glam Vault Beauty is responsible will be evaluated separately from shipping protection claims and handled according to our applicable policies and legal obligations.

Refunds, Replacements & Store Credit

Shipping-related claims are evaluated according to the type of issue and whether Route Package Protection was purchased.

For Orders Protected by Route:

Route independently determines eligibility and processes approved claims under its protection program. Depending on the circumstances and applicable coverage, available resolutions may include a refund, replacement, or another approved remedy.

Glam Vault Beauty cannot guarantee Route approval or override its claims decisions.

For Orders Without Route Protection:

Glam Vault Beauty does not automatically issue refunds, replacements, or store credit for carrier-related loss, theft, shipping damage, or misdelivery.

We will make reasonable efforts to assist with eligible carrier investigations, but assistance does not guarantee reimbursement.

In rare and exceptional circumstances, Glam Vault Beauty may, at its sole discretion, offer store credit equal to the original purchase amount as a one-time courtesy.

Store credit is not guaranteed and is not redeemable for cash.

Nothing in this policy eliminates any refund, replacement, or other consumer rights required by applicable law.

Customer Acknowledgment of Optional Protection

By completing a purchase, customers acknowledge that Route Package Protection is an optional service offered separately from their merchandise.

Customers who select Route protection agree that eligible protection claims will be reviewed and resolved according to Route's terms and procedures.

Customers who decline Route protection acknowledge that they will not have access to Route's coverage for that order and that Glam Vault Beauty does not guarantee discretionary reimbursement for carrier-related incidents outside our reasonable control.

Declining Route Package Protection does not waive rights provided by applicable consumer protection laws.

Customer Assistance

We remain committed to providing professional customer service and will make reasonable efforts to help customers address shipping concerns, regardless of whether optional protection was purchased.

For order questions or assistance, please contact:

Glam Vault Beauty

Email: info@p-and-h-enterprises.com

Website: theglamvaultbrand.com

Route Claims: https://claims.route.com