Feel free to contact us if you need assistance with anything. We strive to answer all inquiries as soon as we can.
Responses will be quickest during working hours (Mon-Fri 9-5 CST).
email@example.com / 615-891-4393 ext. 315 or ext. 328
Third Man Records strives to offer the best and fastest possible shipping service. All packages are shipped using FedEx.
Domestic packages: FedEx Ground
International packages: FedEx FIMS
All packages shipped with FedEx will be sent a tracking information email in addition to a shipping confirmation email.
US shipping: Free
Rest of world shipping: $20
Delivery Times (according to USPS estimates):
US: 3 working days
Canada/Mexico: 7 working days
Rest of world: 10 working days
We cannot accept responsibility for packages that are delayed by customs.
International Vault shipments may be subject to additional import taxes and duties, which vary greatly country-by-country. Third Man Records cannot be held responsible for these additional import taxes and duties. We will include all customs information required by the US postal service on each package, and each Vault package will be valued at the cost of producing the goods. The average declared cost is around $20 of the package cost, and it should be noted that this cost may fluctuate slightly with each package.
Requests for returns/exchanges of damaged/defective products must be initiated within 14 days of package delivery by emailing firstname.lastname@example.org. Requests placed after that time will not be honored. Return/Exchange requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored.
If you still haven’t received your shipment 30 days after receiving your tracking number, and suspect your package may be lost/stolen please contact email@example.com for assistance. Missing Package replacement requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored. Missing package replacement requests received more than 90 days after our distribution of tracking information for that specific Vault package will not be honored.
Third Man Records reserves the right to refuse any returns that do not comply with the above listed criteria.
We accept payment via VISA, Mastercard, American Express, Discover and Paypal.
Note: Your registered Paypal address must match the shipping address for your package.
Canceling your Subscription
Cancelling a subscription will stop all future payments. Please note that you will still receive the last package you paid for, and you will retain your access to the Platinum features at thirdmanstore.com/thevault until the end of the quarter. No refunds are offered for canceled subscriptions. Canceling your subscription will not result in a refund for any package.
You can cancel your subscription by visiting "My Account" -> "My Subscriptions" and clicking edit next to your currently active subscription. From there, please click the 'Cancel Subscription' link. You should receive a follow-up email notifying you that your subscription has been canceled.
- What are the payment deadlines and when are quarterly packages shipped?
The quarterly Vault packages will ship 6-8 weeks following the most recent payment deadline. The payment deadlines fall on the last days of the deadline month at Midnight CST. Thus, the deadlines are as follows:
January 31 / April 30 / July 31 / October 31
Overseas packages are generally shipped first. Canada and Mexico are shipped immediately after overseas packages. Then, we ship to the US. That way, every member receives packages around the same time.
- What if I miss the deadline?
Because we produce the exact number of packages for the exact number of Vault members during a given quarter, any payment received after a payment deadline will not be accepted for the previous quarter. Instead, it will automatically be applied to the next quarter of membership.
For example, if you pay after January 31st, your payment will be credited to the next quarter, whose deadline would be April 30th.
- Are previous packages available?
Previous packages are not typically available. However, replacement components of previous packages will be made occasionally available in the Vault online store on the first working Monday of the month.
- What if I have a faulty item in my package?
Third Man Records is committed to providing high quality products, so if you think there is a fault with an item you have received, please contact us within 14 days of receiving your package. Do NOT send items back without first receiving a go ahead from us. To speed up the process, please include your order number and photos of the item in your first email.
- What if I am missing an item from my package?
If you believe you are missing an item in your package, please reach out to us within 14 days of receiving your package for a replacement.
Note: Vault package 7”s and special items are packed inside the 12” jacket when possible in order to ensure safer shipping. Please check inside the 12” jacket before contacting us. Download cards are generally located within the LP sleeve.
- How do I change my shipping address in my account?
To change your shipping address, update your information in your Vault account (and in your PayPal account if applicable). You can access your account by clicking “My Account” located at the top right of the Vault homepage, and by then clicking through to Account Settings. Go to 'Address Book'. Select 'Add New Address'. Enter in your new shipping address and then select the 'Use as my default shipping address' check box. Additionally, please send your name, old address, and new address to: firstname.lastname@example.org. This will allow us to double-check that your address is updated.
- How do I change the billing address associated with my Vault subscription?
To change the billing address associated with your Vault subscription, please go to 'My Account' and choose 'My Subscriptions' from the left hand side navigation. Click 'Edit' to the right of your currently active subscription and then choose 'Change My Billing Address'. This will change the billing address associated with your Vault subscription. Please note, for all other Third Man Store purchases, you will need to update your Billing Address via your account Address Book. Please see changing your shipping address above.
- How do I change my recurring Vault payment method?
Changing your payment method for subsequent Vault subscription payments is possible through your Account Dashboard. First, navigate to your Dashboard by clicking the 'Account' link in the top right of your screen. For subscribers who wish to pay by credit card, click 'My Credit Cards,' fill out the form to add a new card, and click 'Save.' For Paypal subscribers, go into 'Billing Agreements' and click 'Create' to update your Paypal billing agreement. After you've added a new payment method of your choice, click 'My Vault Subscriptions' and then the 'Edit' button for your Active subscription. In the 'Shipping Method & Payment' section, select your new payment method from the dropdown menu and click 'Save.' You're all set!
- I received an email stating that my Vault subscription has been suspended or canceled. What do I do?
Suspensions or unintended cancelations of Vault subscriptions are most likely due to an address verification, expiration date error with your card or an issue collecting payment on Paypal's end.
If your account has been suspended, you purchased with a credit card and you wish to maintain your current renewal date, please go to My Account->My Subscriptions and choose to edit your suspended subscription. Click the reactivate link. At that point you will be taken through the checkout process again and have the chance to update your credit card billing information.
If your subscription was purchased using Paypal, your account has been suspended or canceled, and you wish to maintain your current renewal date, please contact us at email@example.com. DO NOT PURCHASE A NEW SUBSCRIPTION BEFORE CONTACTING US.
Regardless of payment method, you will have 3 business days to work with us to reconcile your account before your account will expire, at which point you will need to start from square 1 and resubscribe.
- Do you offer refunds?
Third Man Records does not offer refunds for Vault subscriptions.
- How do I change my username and user photo?
You can change your username and your user photo under “My Account” located at the top right of the Vault homepage. You will be redirected to Gravitar.com to upload a new user photo. Please note that you can only change your username 1 time - from your full name (which will appear automatically once you create your account) to a unique, previously unused screen name. This screen name will also function as your "Vault ID." If you find yourself needing to change your username a second time, please e-mail firstname.lastname@example.org for assistance.
- How will I know when there is a special appearance in the chat room?
Vault members can follow the Vault's Twitter account (http://twitter.com/TMRVault) for these alerts. If you are already logged in to the Vault, a notification will pop up on your screen to alert you as well.
- What is the Vault Novelties shop?
The Vault Novelties shop is a password-protected, Platinum Vault members only arm of our online store where we will post exclusive products and releases for sale. The items in the Vault Novelties shop are limited and first-come-first-served. Once an item is out of stock, it is unlikely to ever become available again. The same policies for the Third Man Records online store apply to the Vault Novelties shop.
- What is your policy on flippers?
We want our fans to purchase our records for the same reasons we create our records: because we love vinyl, we love music, and we love art. We do monitor eBay, and if we happen across a Vault member who is selling records meant to be exclusive to Vault members, we are at liberty to permanently terminate that Vault member's subscription.
- How do I report harassment or other misconduct?
We hope that the common interest Vault members share with one another translates into positive interactions and a good time had by all. If you are experiencing harassment by another Vault member, please contact email@example.com. Screenshots of interactions in question and a fair and detailed description of the incident/s will make it easier for us to address the issue.
- How do I change the email address that I use with my Vault account?
Changing your email address for your Vault subscription must be handled by contacting Vault customer support directly at: firstname.lastname@example.org
- I bought a subscription to the Vault. Why am I still unable to access exclusive content?
You will need to logout and log back into the Vault in order for your new settings to take effect once you’ve purchased your subscription. If you continue to lack access to exclusive content, please contact email@example.com to troubleshoot.
- I heard something about Vault members receiving 10% off! How do I get that?
You heard correct! When you're logged into your account at thirdmanstore.com, you can use the code VAULT10 at checkout for 10% off your purchase. Everyday. Certain exclusions do apply for specialty items, but for the most part, records and merchandise are now available to you for LESS without having to wait for a special sale to come around. And, of course, don't forget that you always have the opportunity to buy exclusive items in the Vault Novelties Store.
- The vinyl records in my Vault package don't look like they do online. Why is that?
The vinyl colors and covers used to announce a Vault package are visual approximations of what is to eventually be manufactured. We do not begin manufacturing of a Vault package until we have a full member count for that subscription period. All package items are subject to change without notification to members, including vinyl coloring and cover art.