protect your packages:
enjoy peace of mind by safeguarding your shipments with package protection. available for as low as $1.99, this optional coverage ensures you won't be left out of pocket due to lost or damaged packages. if protection isn't purchased, vibn won't be liable for any lost or damaged packages.

order value protection cost
less than $10 $1.99
between $10 and $50 $2.99
between $50 and $100 $3.99
more than $100 $4.99

the maximum protection limit is $400 CAD. we cannot provide coverage for any package exceeding this value.

claims must be submitted within 14 days following the package's last tracking update. any claims submitted outside of this 14-day window will be denied.

damaged items:
for damaged items, claims must include photographs clearly outlining significant damage. minor wear signs, typical of vintage items, are not covered. damage to packaging materials, tags, or included marketing materials will also not be covered.

lost items:
if a package is lost in transit, an investigation will be initiated before issuing refunds. packages marked as delivered are not covered unless the courier confirms a loss or incorrect delivery. claims for stolen packages will not be covered. the investigation process can take between 21-30 business days. abandoned packages or those lost due to incorrect address details provided by the recipient are also excluded from coverage.

other issues not covered:
items that do not fit or feel as expected can be returned via our return portal for store credit but won't be covered by package protection. initiating chargebacks will void the package protection. delays due to carrier or courier issues are beyond our control and hence will not be covered.

affected customers will receive a full refund, inclusive of shipping & taxes, to their original payment method. alternatively, a gift card for in-store or online use can be provided upon request.

filing your claim:
to file a claim, email us at within the specified timeframe, adhering to the provided guidelines. expect a response from our customer service team within 24 hours.