FAQS

Support

We have setup the below Frequently Asked Questions to help you get what you need as quickly as possible. If you cannot find the information you need, please get into contact with us via our Whatsapp Help Line.

Our Whatsapp Help Line Operates 09:00-15:00 Monday - Friday.

Whatsapp Help Line

Whatsapp Help Line

Yes, our hot line is monitored, and you will get a reply shortly. For estimates, refer to our operating hours.

From 09:00-15:00 Mon-Fri, we prioritize our help line replies and normally respond within a couple of minutes. There can be a small delay if we have high volumes of ongoing chats, but rest assured that we will assist as soon as it is possible.

Our help line is always monitored, but expect a delay in reply outside of standard Help Line hours while we deal with other business related matters. Rest assured, we are eager to reply and will do so as soon as we see your message.

Card Vault Technical Support

The best way to contact us for Vending Support is via our Whatsapp Chat line. We find this the most effective for the customer and us.

This way we have a full history of the case available for reference.

If you have a technical issue, you do not have to remain at the Card Vault. We record all data from our locations remotely and will assist as soon as we see your case.

We will reverse the transaction and refund the money to the card that you used. Please complete a claim by following this link.

We collect data on every transaction and are able to prove if a product was vended successfully or not. The Payment Terminal is a third party. In most cases, if we charged you and you did not receive your product, it is due to a connection issue with the network or the Card Vault itself.

We are able to diagnose these issues remotely, and will reverse your transaction and return the funds to your account.

The official time line allocated to a reversals from NAYAX is 4 working days. However, in our experience all reversals are completed within 24 hours of your claim being approved.

Once your product has Vended the door unlocks for +- 20 seconds before locking. Once the Card Delivery hatch LED is flashing you must collect your cards.

The payment terminal works like a cell phone, and uses cellular data to process transactions. In most cases, a failed transaction is due to low signal or another network related issue.

If you tap the DoubleV logo on the right side of the touch keypad, it will refresh the and pull data from the server. This can sometimes help fix a connection issue. If this does not work, please try return in 10 minutes and report the problem to the whatsapp line.

Due to the fraud risk, we cannot make any transfers to your bank account. We can only reverse an existing transaction that we can identify via the last 4 digits of the card used to make the purchase. Under no circumstances do we offer any alternative means of a refund.

This is the only way we are able to identify the transaction. Once you make a payment, all your payment information is encrypted. We only have access to your last 4 digits of your card.

  1. Open the Wallet app and tap on the card you used.
  2. On the top right corner you will see 3 dots.
  3. Tap on these dots to open the card info page.
  4. Next to Card Number, you can see your virtual card number.
  5. Send us the last 4 digits of the card number.
  1. Open Google Wallet: Open the Google Wallet app on your Android device.
  2. Select the Card: At the top, tap the payment card you used for the purchase. You might need to swipe left or right to find it.
  3. View Details: Tap the card to view its details.
  4. Find Virtual Account Number: At the bottom, tap "Details Virtual account number" to see your virtual card number.Open Google Wallet: Open the Google Wallet app on your Android device.
  5. Select the Card: At the top, tap the payment card you used for the purchase. You might need to swipe left or right to find it.
  6. View Details: Tap the card to view its details.
  7. Find Virtual Account Number: At the bottom, tap "Details Virtual account number" to see your virtual card number.

It is not possible to refund you on a successfully vended product. This is due to the nature of collectibles and booster packs. Once a booster pack has left our control we can no longer guarantee that the pack has not been tampered with. This is in line with industry standards and protects our customers from receiving packs that have been tampered with/.

Shipping

We do not list products on this store that are not in stock. We also do not do any drop shipping. It is not possible to add a product your cart that is out of stock.

All orders are dispatched within 1 working day of placing your order.

At this stage we only ship to Australia and New Zealand. For international orders we handle this on case for case basis. Please contact us via the contact form.

We use Australia Post to ship our products with the standard option selected. Free shipping is always based on using Parcel Post. These are delivered in 2-6 business days. To learn more about Parcel Post, please follow this link.

We use Australia Post to ship our products with the Premium Option selected. These shipments are shipped with Express Post and are delivered within 1-3 working days.

You’ll get an email from us with a tracking number once your order is processed and a label has been printed for your order. Once the item is dispatched and accepted by the courier the below process begins.

Tracking scans: All parcels will be traceable via the couriers official website. This will be sent to you with your tracking number.

Unfortunately we do not offer an in person collection service at this time. All our products sold on this website are shipped to the customers selected address.

Products

No. We only deal in original products in our Card Vaults and on this Online store.

Every pack of cards that is sold in a Card Vault is from a sealed box that we opened ourselves. We never purchase any loose packs.

Where possible, our products are purchased from the official distributers in Australia. In cases where we import our own products, we only buy from our trusted and established network.

We want our customers to get great pulls from their packs, because that is what keeps you coming back.

Hit rates can vary greatly from brand to brand. We make sure your pull rates on rare cards are similar to the chances of getting hits from a sealed box.

Once we break the seal on a box, we pack our cards within the batch from that specific box. This means that statistically, your hits are protected, especially in sets that guarantee a certain amount of hits per box.

Main thing to keep in mind, is that giving you packs where you get good cards is the core of our business. We want you to get good cards. We control our loose packs and store them in an environment where tampering is not possible. We are small team, and all our Card Vaults are packed by us. We never use any sub-contractors to fill our machines.

We sell packs at market price and price our packs competitively. Cheap packs is a red flag. We are able to purchase loose packs for half the price of what we pay for a sealed case. Cheap packs are most likely weighed or tampered with to sort rare cards. In these cases your chances of rare hits are very low, since the good hits from the set are have already been removed. Quality, sealed product is never cheap, and is usually the first sign that the packs are tampered with.

We refuse to purchase or import any loose packs and sell them in a Card Vault.

Japanese prices fluctuate on an hourly basis and can be significantly higher priced, or lower priced in a very short space of time. We do our best to time the market to reduce the volatility. We price our packs based on the price we landed them at and have a fixed price while stocks last. We land new stock weekly and update prices accordingly based on the landed cost at the time. The only way to ensure you pay todays price, is to make your purchase today.