Help Center — Vitrina Vault
Quick answers for buyers and sellers. Jump to:
Orders, shipping & returns
Where is my order?
Every order lives in your order history with a live progress strip (ordered, shipped, delivered). Once the seller ships, the tracking number and carrier scans appear on the same card.
How do returns work?
Open your orders and hit REQUEST RETURN on the order card. The seller reviews the request; refunds go back to your original payment method once the item is received.
How do auctions work?
The highest bid when the countdown hits zero wins, and bids are binding. Watch any auction with the WATCH button and Vitrina Vault notifies you when it enters its final hour.
How do the Arena games work?
Free synthwave arcade mini-games in the Arena. Enter your email to play, get 5 rounds a day, and climb the monthly leaderboard. They're just for fun — no money, store credit or prizes.
How much is shipping?
Regular items ship free over $35 with a $5.25 flat rate below. Dioramas and oversized pieces show their own shipping on the listing; dioramas-only orders ship free over $99 and combined orders over $75.
Authentication
How does Vitrina Vault verify collectibles?
Listings are reviewed before publication against detailed photos — box seams, serial stickers, paint quality. If an item arrives and is not what was described, open a return from the order and Vitrina Vault mediates.
What if I receive a fake?
Open a return with reason "Item not authentic" within 7 days of delivery. Authenticity disputes are prioritized and a confirmed fake is always a full refund.
Can I get my own items authenticated before selling?
Not yet — pre-listing authentication is on the roadmap. For now, detailed photos are your best tool for buyer trust.
Selling on Vitrina Vault
What does it cost to sell?
Listing is free. Vitrina Vault takes an 8% fee on the final sale price, shipping excluded. Payouts arrive via Stripe once you connect your account in Seller Central.
How does inventory work?
Inventory is your master pool: every product lives there, published or not. Stock only moves when something sells or you correct it by hand, and every movement is logged per channel.
How do I ship an order?
Mark the order shipped in Seller Central and paste the tracking number — the buyer is notified automatically.
Auctions vs fixed price — which should I use?
Fixed price for commons and restocks; auctions for grails and chases where the market should set the price.
Contact
Vitrina Vault is based in Miami, Florida. Orders ship from here and support answers in English and Spanish. We work out of a warehouse rather than a walk-in store; to see a piece in person before buying, email us and we will arrange a time.