Store Policies
Returns
We do not accept change-of-mind returns. Please contact Pixel Vault within 14 days after delivery or pickup if your item is defective, damaged, incorrect, or materially different from its description. Include your order number and a description of the issue. Please contact us before sending an item back so we can arrange the return. For approved claims, we provide prepaid return shipping. Refunds are issued to the original payment method. For a fully returned order due to these issues, the refund includes the purchase price, applicable sales tax, and original standard shipping charges. The 14-day contact window does not limit any statutory rights or remedies for defective or nonconforming goods. Where required by law, repair, replacement, or refund rights remain available beyond this window.
Shipping
We ship eligible orders within the United States using USPS. Available services and charges are calculated at checkout based on the estimated packed weight, package size, and delivery address. There is no additional handling fee. Orders are normally packed and handed to USPS within 1–2 business days, Monday–Saturday, excluding postal holidays. Carrier transit time is additional to processing time. Carrier delivery estimates are not guaranteed arrival dates. Tracking information is emailed when an order is marked shipped. Free local pickup is available at Pixel Vault, 71 Federal Street, Pittsfield, MA 01201. Please wait for your ready-for-pickup email before visiting. Paid pickup orders are held until collected. Contact thevault@pvggames.com or (413) 344-2839 for shipping questions, delivery issues, or assistance with an order.
Privacy
Effective October 22, 2026 Pixel Vault operates this website and online store. Contact us about this notice or your information at thevault@pvggames.com, (413) 344-2839, or 71 Federal Street, Pittsfield, MA 01201. Information you provide When you create an account, place an order, request a repair or trade quote, or contact us, we receive the information you submit. This may include your name, email address, phone number, shipping address, account details, items and order history, and messages. Saved shipping addresses are stored with your account. Account passwords are stored as protected hashes, not readable passwords. How information is used We use this information to operate accounts, calculate shipping, process and fulfill orders, arrange pickup, provide customer support, send account and order messages, and maintain transaction records. Information may also be used to protect the website, investigate fraud, and handle refunds and disputes. Payments, shipping, and email providers Stripe processes online payments. Card details are submitted to Stripe; our application does not receive or store full card numbers. We retain payment references and information needed for orders, receipts, and refunds. Shipping information is shared with Shippo and carriers such as USPS to validate addresses, obtain rates, and fulfill shipments, including when you request a shipping quote before paying. Microsoft email services deliver account and transactional messages. These providers process information under their own applicable privacy notices. Browser storage and technical information The website uses browser storage to maintain the shopping cart and account session. Signing out removes the session saved in that browser. Clearing browser storage can remove saved cart and sign-in information. Hosting, security, and embedded service providers may process IP addresses, browser or device information, and technical connection data to deliver and protect their services. Stripe and other embedded services may use their own storage and fraud-prevention features. Records and privacy requests Order, payment, refund, and related records may be retained for accounting, tax, fraud prevention, disputes, and other business or legal needs. Contact us to request access to or correction of your information, or to request account closure or deletion. We may need to verify your identity and retain records required for legal or legitimate business purposes. This notice does not promise that all transaction records can be deleted. Changes We may update this notice as our services or practices change. The current notice and its effective date will be available on this page.
Contact us
71 Federal Street · Pittsfield · MA · 01201 · (413) 344-2839