Service & Concierge
Last updated: September 23, 2026
Good service is included with every order, and it costs nothing. This page explains what you can always count on, and the one optional extra for when you need things right now.
What everyone gets, always free
- A same-day reply from a real person, to every message, on every day we're open (Monday to Saturday, 9 a.m. to 6 p.m. Eastern).
- Shipping within one business day of payment, insured and tracked.
- Every problem resolved. Returns, damage or questions, we see it through to the end.
None of that ever depends on paying extra.
Vault Concierge: for "right now"
We're a small, hands-on team. When a new release drops and orders pour in, we work through them in the order they arrive. Vault Concierge is an optional C$9.99 add-on at checkout that moves your order to the front:
- packed and shipped the same business day (when paid before 2 p.m. ET),
- a reply within the hour to anything about that order, during business hours,
- and if we miss either promise, the fee comes back to you automatically. You won't have to ask.
Think of it like any professional who sets aside what they're doing to handle your matter first. The fee covers the real cost of doing that. Most customers never need it, and that's exactly how it should be.
Consignment, provenance and special requests
Beyond selling our own inventory, we sell collections on consignment, prepare documented letters of provenance through a third-party registry, and track down specific pieces on request. Each of these takes real time and carries its own outside costs, so they're quoted individually and up front, before any work begins. There are never any surprises.
Curious? Write to hello@canadacoinvault.com, or read about consigning with us.