Refund policy
Cancelling an order
You can cancel your order as long as production hasn’t started. Once the process begins, your order moves through multiple automated systems and is scheduled with our shipping partners, making it difficult to stop. If you need to cancel, contact us immediately—we’ll do our best to intercept it before production starts and issue a full refund, but we can’t guarantee it.
Quality Guarantee
We want you to be completely happy with your order from VA. If there’s an issue with the quality of your product, reach out to us at verticalarchive.business@gmail.com within 21 days of receiving it, and we’ll do our best to investigate and resolve it. Please include pictures of the damage, defect, or if you receive the wrong item.
If our quality assurance team confirms the issue, we’ll gladly send you a free replacement as quickly as possible—we’d much rather make it right than leave you with a product you’re not satisfied with.
Lost Orders
If your package is lost in transit, please contact us within 30 days of the estimated delivery date, and we’ll easily arrange a replacement for you.
Refunds
If a replacement isn’t an option or you can't wait for a new order to arrive, let us know when you contact us, and we’ll issue a refund.
We will notify you once we’ve received and inspected your query, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at verticalarchive.business@gmail.com.
Returns
We don’t offer returns or a return address since each product is made to order and personalized just for you. If you choose to place a new order, the cost will be your responsibility.