Shipping Policy
SHIPPING POLICY
Effective Date: September 10, 2026
Simulator Vault is operated by Muffins Pumpkin LLC, d/b/a Simulator Vault (“Simulator Vault,” “we,” “us,” or “our”).
This Shipping Policy applies to purchases made through simulatorvault.com.
SHIPPING DESTINATIONS
Simulator Vault currently ships to the 48 contiguous United States.
We do not currently ship to Alaska, Hawaii, U.S. territories, or international destinations.
Some products may have additional geographic shipping restrictions based on manufacturer, distributor, freight carrier, or delivery-service availability. Any applicable product-specific shipping restriction will be disclosed before the order is finalized.
FREE SHIPPING
Standard shipping is free on all orders within the 48 contiguous United States. There is no minimum purchase requirement.
Depending on the product, orders may ship by:
• Standard parcel carrier
• Oversized delivery service
• Freight or LTL carrier
• Manufacturer or distributor delivery service
Optional services such as expedited shipping, inside delivery, room-of-choice delivery, assembly, installation, or white-glove service are not included with free standard shipping unless expressly stated otherwise on the applicable product page or order.
If an optional delivery or installation service has an additional charge, that charge will be disclosed before the customer agrees to purchase the service.
ORDER PROCESSING
Processing times vary by product, manufacturer, distributor, inventory availability, configuration, and fulfillment location.
Some products are stocked and ready to ship, while others may be made to order, configured after purchase, or fulfilled directly by a manufacturer or authorized distribution partner.
Estimated processing or lead-time information may be displayed on the individual product page or provided during the order process.
Orders containing multiple products may ship separately and arrive at different times.
If a product becomes unavailable or experiences a material delay after an order is placed, Simulator Vault may contact the customer regarding available options.
ESTIMATED DELIVERY TIMES
Delivery times vary depending on:
• Product
• Destination
• Inventory availability
• Manufacturer lead time
• Carrier
• Shipping method
• Freight requirements
Any delivery or lead-time estimate provided by Simulator Vault is an estimate and is not a guaranteed delivery date unless expressly stated otherwise in writing.
Large, oversized, freight, made-to-order, custom, or specialized simulator systems may require additional processing and transit time.
Carrier delays, severe weather, holidays, supply-chain interruptions, remote delivery locations, manufacturer delays, and other circumstances outside our reasonable control may affect delivery timing.
FREIGHT AND OVERSIZED DELIVERIES
Certain simulator systems and larger products may ship by freight or LTL carrier rather than standard parcel delivery.
The freight carrier may contact you using the phone number or email address provided with your order to arrange a delivery appointment.
Customers are responsible for providing complete and accurate contact information and being reasonably available for scheduled freight deliveries.
Unless expressly included with the product or purchased separately, standard freight delivery does not include:
• Assembly
• Installation
• White-glove service
• Room-of-choice placement
• Removal of packaging
• Removal of existing equipment
Any additional delivery or installation services included with a product will be identified on the product page or order.
FREIGHT DELIVERY ACCESS
Certain freight deliveries may require suitable access for a large delivery truck.
Customers should consider factors such as:
• Driveway or street access
• Building access
• Elevators
• Stairs
• Loading areas
• Gated communities
• Commercial receiving requirements
• Delivery appointment availability
If you are unsure whether your location has special delivery requirements, please contact Simulator Vault before ordering.
Additional carrier charges resulting from unusual access requirements, missed appointments, customer-requested redelivery, address changes, or other customer-specific delivery circumstances may be the customer’s responsibility when such charges are imposed by the carrier.
INSPECTING FREIGHT AND OVERSIZED DELIVERIES
Please inspect freight and oversized shipments carefully at the time of delivery whenever reasonably possible.
If you observe visible damage:
• Photograph the packaging and damaged areas.
• Note visible damage on the carrier’s delivery receipt or Bill of Lading (BOL) before signing whenever possible.
• Retain the product and all original packaging.
• Contact Simulator Vault promptly at support@simulatorvault.com.
If damage is discovered after unpacking, photograph the product and packaging and contact us as soon as possible.
Damage claims may be subject to carrier, manufacturer, or supplier reporting deadlines, so prompt notice is important.
We will work with the applicable manufacturer, distributor, supplier, or carrier to determine the appropriate resolution.
Do not independently return a damaged product before receiving instructions from Simulator Vault.
TRACKING INFORMATION
Tracking information will be provided when available after your order ships.
For freight shipments, tracking may be provided through the freight carrier, or delivery may be coordinated directly with the customer.
Some multi-component simulator systems may arrive in multiple shipments with separate tracking numbers.
If you need assistance locating an order, contact:
support@simulatorvault.com
LOST OR DELAYED SHIPMENTS
If a shipment appears substantially delayed, lost, or incorrectly marked as delivered, contact Simulator Vault so we can assist with investigating the shipment with the applicable carrier, manufacturer, supplier, or fulfillment partner.
If tracking indicates delivery but you cannot locate the shipment, please first verify:
• The shipping address
• Other household members
• Neighbors
• Reception desks
• Mailrooms
• Building management
• Other secure delivery locations where applicable
If the shipment still cannot be located, contact us for assistance.
MISSING ITEMS
Some simulator systems consist of multiple components and may be packaged or shipped separately.
If you believe an item is missing after all expected packages have arrived, contact:
support@simulatorvault.com
Please include your order number and details about the missing item or component.
We will review the shipment and work with the appropriate manufacturer, supplier, carrier, or fulfillment partner to resolve confirmed missing items.
INCORRECT PRODUCTS
If you receive a product different from what you ordered, contact Simulator Vault promptly.
Once the fulfillment error is confirmed, we will provide instructions for correcting the order.
Customers will not be responsible for return shipping costs resulting from a confirmed fulfillment error.
SHIPPING ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate shipping address and current contact information when placing an order.
If you notice an error in your shipping information, contact us as soon as possible.
We cannot guarantee that an address can be changed after an order has entered processing or shipped.
Additional charges resulting from:
• Incorrect or incomplete addresses
• Refused deliveries
• Missed freight appointments
• Customer-requested address changes after shipment
• Redelivery requests
may be the customer’s responsibility when those charges are imposed by the carrier or fulfillment provider.
ORDER CHANGES AND CANCELLATIONS
Because certain products may enter processing, production, configuration, or fulfillment shortly after an order is placed, please contact us as soon as possible if you need to request an order change or cancellation.
An order cannot always be changed or canceled after processing or shipment has begun.
Product-specific cancellation terms disclosed on the applicable product page before purchase will apply.
For complete cancellation and return terms, please review our Return & Refund Policy.
RETURNS
Shipping and delivery terms are separate from return eligibility.
Returns, exchanges, cancellations, return shipping responsibility, restocking fees, freight deductions, and refund procedures are governed by the Simulator Vault Return & Refund Policy and any applicable product-specific return terms disclosed before purchase.
Because Simulator Vault offers products from multiple manufacturers and suppliers, return conditions may vary by product.
The product-specific return terms shown on the applicable product page before purchase apply to that product.
MANUFACTURER AND DISTRIBUTOR FULFILLMENT
Simulator Vault offers products from multiple manufacturers, suppliers, and authorized distribution partners.
Depending on the product, an order may ship directly from:
• A manufacturer
• A supplier
• An authorized distributor
• A fulfillment facility
The shipping origin may therefore differ from Simulator Vault’s business address.
Regardless of the fulfillment origin, customers who purchase through Simulator Vault should contact Simulator Vault customer support for assistance with their order.
INSTALLATION AND WHITE-GLOVE SERVICES
Certain products may qualify for optional professional installation, assembly, room-of-choice delivery, or white-glove services.
These services are not included unless expressly stated on the applicable product page, quotation, invoice, or order.
Availability may depend on:
• Product
• Delivery location
• Installer availability
• Site conditions
• Service area
If a service has an additional cost, the price will be disclosed before the customer agrees to purchase that service.
Customers may be asked to provide room measurements, site information, photographs, access details, or other information necessary to determine service availability.
SHIPPING AND PRODUCT COMPATIBILITY
Customers are responsible for confirming that the purchased equipment is appropriate for the intended location.
This may include checking:
• Room dimensions
• Doorway widths
• Ceiling height
• Stairways
• Elevator dimensions
• Floor access
• Electrical requirements
• Internet connectivity
• Required operating clearances
If you are unsure whether a simulator will fit your location, contact Simulator Vault before ordering.
We are happy to help review available product dimensions and space requirements.
RISK OF LOSS AND DELIVERY ISSUES
Ownership and risk of loss transfer in accordance with applicable law and the applicable delivery terms.
If a shipment is lost, damaged, or otherwise experiences a delivery issue, contact Simulator Vault promptly so we can assist with the applicable carrier, manufacturer, supplier, or fulfillment process.
Nothing in this Shipping Policy limits any consumer right or remedy that cannot legally be waived.
CONTACT US
If you have questions regarding shipping, delivery, tracking, freight, or an existing order, please contact:
Simulator Vault
Email: support@simulatorvault.com
Phone: 213-224-9868
7901 4th Street North, Suite 300
St. Petersburg, FL 33702
United States
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM ET
Please contact us before sending any return to the address above. This address should not be assumed to be the return destination for a product.
Return instructions and the correct return address will be provided through the return authorization process.
CHANGES TO THIS SHIPPING POLICY
Simulator Vault may update this Shipping Policy periodically to reflect changes in our products, fulfillment practices, carriers, delivery services, or business operations.
The Effective Date at the top of this policy indicates when the policy was most recently updated.