FAQ/HELP

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Contact Information
General Questions
Vault Frequent Buyer Offer
The Vault Experience
The Home Experience

 

How To Contact Us

 

In the US, call us at 1-833-GS VAULT (1-833-478-2858)
Hours of operation: Monday - Friday (excluding US Holidays), 10am-6pm ET
Outside of the US, the numbers are:

  • Russia: 7 (499) 5051541
  • Japan: 81 (3) 45888771
  • England: 44 (20) 37698578
  • Finland: 358 (9) 31583252
  • Mexico: 52 (55) 1000 3283
  • Australia: 0011 61 2 8317 1106

The phone numbers listed above connect directly to our US toll-free phone line and our US-based (English speaking) customer service.

 

Email us at genevaultsupport@wmgcustomerservice.com
Or use our contact form here.

 

 

General Questions

 

Can I exchange the special item?

Nope.

 

What payment methods do you accept?

All major credit cards and Paypal. Additionally, there is an option for no payments + no interest for 6 months. Checkout with PayPal and choose PayPal credit.* For more information, please visit: https://www.billmelater.com/cm/paypal/landers/17ppcACQ.html (*Restrictions: Subject to credit approval, US customers only)

 

Vault Frequent Buyer Offer

 

Will I receive a Vault?

No. The Frequent Buyer program allows you to attend the event, get a quick photo, and to get a total of 2 items signed. However, you will not receive a Vault. If you wish to buy a second (or third, of fourth) Vault, you may do so at the regular $2,000 price.

May I bring a guest?

Yes, you may. The $1,000 cost includes you and a guest.

May I bring my kid?

Yes, you may bring your child as your one guest. If you wish to bring more than 1 child as a guest, you must pay for an additional Frequent Buyer package.

May I take a photo with Gene?

Yes, you and your guest will get a quick photo with Gene, which will be shot by a professional photographer and available for free download, within 72 hours after the event.

May I get an autograph?

Yes. Each buyer is entitled to a total of 2 autographs (1 for you and 1 for your guest). No additional autographs can be signed.

Will Gene sign my arm/leg to get tattooed later?

Yes, but that will count as one of your 2 autographs.

Will there be food and drinks available?

There will be beverages at the event. (…and POSSIBLY snacks)

Who can I talk to if I have questions about my Vault purchase or experience?

To contact customer service for the Gene Simmons Vault Experience, please fill out the online contact form at GeneSimmonsVault.com or call us at 1-833-GSVAULT.

What are your business hours?

Our phone lines are open Monday - Friday (excluding US Holidays) between 10:00 am and 6:00 pm Eastern Time. If you are trying to contact us after hours, please leave a message or fill out the online contact form at GeneSimmonsVault.com. We will follow up with you by the next business day.

Are travel expenses included?

No. You are responsible for all of your own travel plans and costs including: airfare, ground transportation and hotel accommodations.

What payment methods do you accept?

All major credit cards and Paypal. Additionally, there is an option for no payments + no interest for 6 months. Checkout with PayPal and choose PayPal credit.* For more information, please visit: https://www.billmelater.com/cm/paypal/landers/17ppcACQ.html (*Restrictions: Subject to credit approval, US customers only)

I am trying to purchase online and am receiving error messages. What do I do?

Please make sure you are using the most up–to–date version of Internet Explorer or Mozilla Firefox. You may need to clear your internet cookies & cache, and restart your browser. If you are still having issues completing your purchase, please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT.

I did not receive my order confirmation email. What should I do?

Please check your spam or junk email folder. If you still cannot find your confirmation email, please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT. Your confirmation email will be re–sent to you.

 

The Vault Experience

 

Will I be able to get anything signed during the Vault Experience?

Yes! Gene will sign up to 2 items (No Instruments) during your Vault Experience. If time allows that night he will sign an additional 2 items.

Will I be able to have a picture taken with Gene Simmons?

Yes, a photographer will take a photo of you and your guest on both your cell phone and professionally. The professional photograph will be available on GeneSimmonsVault.com/FanPhotos. You will be able to access it via a code given to you when you receive your vault. Your photograph will be available for 30 days. After which they will be deleted from the site. Your photograph will be visible to the Gene Simmons The Vault attendees. If you do not want your photograph uploaded, please let us know in advance.

Can I give gifts/letters to Gene?

Of course (just nothing perishable, illegal, dangerous or communicable). Note that your time with Gene is yours. If you choose to spend it giving The Demon gifts, that is fine. You and your guest only have 5 or so minutes with Gene when your receive your Vault. You decide how to spend it.

Will video cameras or recording equipment be allowed?

You may record videos with your cell phones or handheld devices. Professional video cameras or recording equipment will not be allowed.

Where and when will the Vault Experience take place?

The event will take place sometime between January and December 2018 depending on your city. Once the date and city are locked in, the Vault Experience will happen in the ballroom of a hotel. Detailed information will be emailed to you a week before the event.

When do I get my Vault Box Set?

Your personalized Vault will be handed to you directly by Gene Simmons at a designated time and date on the Vault Experience tour in a city by you.

How big is The Vault?

The Vault is 26” (66 cm) tall X 17” (43.2 cm) wide X 14” (35.5 cm) deep, and weighs 38lbs (17.2 kg).*
*measurements & weight do not include accompanying foam-lined packing box

How long will the event last?

Each Vault buyer and their guest will get 5 or so minutes with Gene in which you will receive your vault. Before and after your allotted time you are welcome to hang out in the ballroom, talk with other fans, enjoy snacks and listen to music.

When will I receive my official signed certificate and Gene Simmons Vault Experience laminate?

Your certificate and laminate will be presented to you when you check in at your Experience.

Will I be receiving information via email?

Yes. All details including location, date and time will be sent to you via email. A detailed email about the day of event schedule will then arrive one week before your Vault Experience.

Who can I talk to if I have questions about my Vault purchase or experience?

To contact customer service for the Gene Simmons Vault Experience, please fill out the online contact form at GeneSimmonsVault.com or call us at 1-833-GSVAULT.

What are your business hours?

Our phone lines are open Monday - Friday (excluding US Holidays) between 10:00 am and 6:00 pm Eastern Time. If you are trying to contact us after hours, please leave a message or fill out the online contact form at GeneSimmonsVault.com. We will follow up with you by the next business day.

Are travel expenses included?

No. You are responsible for all of your own travel plans and costs including: airfare, ground transportation and hotel accommodations.

What payment methods do you accept?

All major credit cards and Paypal. Additionally, there is an option for no payments + no interest for 6 months. Checkout with PayPal and choose PayPal credit.* For more information, please visit: https://www.billmelater.com/cm/paypal/landers/17ppcACQ.html (*Restrictions: Subject to credit approval, US customers only)

I am trying to purchase online and am receiving error messages. What do I do?

Please make sure you are using the most up–to–date version of Internet Explorer or Mozilla Firefox. You may need to clear your internet cookies & cache, and restart your browser. If you are still having issues completing your purchase, please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT.

I did not receive my order confirmation email. What should I do?

Please check your spam or junk email folder. If you still cannot find your confirmation email, please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT. Your confirmation email will be re–sent to you.

Is there an option to have the Vault Box Set mailed to me?

Gene wants to meet every fan who buys the Vault. But if you are unable to travel or wish to skip the experience you can buy the Vault and have it directly shipped to your home. Please note the price is the same whether or not you choose to have the experience.

What is your cancellation/refund policy?

There are no cancellations/refunds for the Vault Experience unless you are notified that the Vault Experience you purchased is either cancelled or rescheduled for a date that you cannot attend. If you are not able to attend any rescheduled date, you must notify us of any cancellation by sending us an email to genevaultsupport@wmgcustomerservice.com within ten (10) days from the date you received the email notifying you of the date change and we will offer you a full refund. There will be no cancellations or refunds for those consumers that have purchased a Vault only and have opted to not attend an Experience. See Terms of Purchase for additional restrictions.

What happens if I have a scheduling conflict for the Vault Experience?

You may pick a different city in which to receive your vault. Please note you can only change your city once and notice must be given at least 10 days in advance.

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The Home Experience

 

Will Gene Simmons really be coming to my home?

Yes! The “God Of Thunder” will be coming to your home and personally hand delivering your Vault box set to you.

How long will Gene Simmons stay at my house?

Gene will be at your house for a full two hours (120 minutes.)

How many of my friends can I invite to the party?

There can be total of twenty-five (25) guests at your Gene Simmons Home Experience.

Who else will be traveling with Gene?

Gene will arrive at your house with a label representative and security personnel.

Will Gene be in full makeup and costume?

No. No, he will not.

What will happen during my Vault Home Experience?

Gene will hand deliver your Vault to you in your home. He will hang out with you and your friends for two hours. In that time, he will take photos, sign autographs (no instruments), and listen to songs from the Vault with you.

Will Gene supply food and drink?

No. Gene will be bringing the Vault. You as the host will be bringing the party. You are in charge of supplying food and drinks.

Are there any restrictions?

Out of respect to Gene, we ask that there be no smoking or illegal drugs at your Vault Home Experience.

Will he be playing any music?

Maybe. If you have an acoustic guitar around, Gene may strum a few tunes for you and your guests.

Will I be able to get anything signed during the Vault Experience?

Yes! Gene will sign up to 2 items (No Instruments) per person during your Vault Home Experience.

Will I be able to have a picture taken with Gene Simmons?

Yes. Take as many photos as you wish during your 2 hours with Gene.

Can I give gifts/letters to Gene?

Of course (just nothing perishable, illegal, dangerous or communicable). Note that your time with Gene is yours. If you choose to spend it giving The Demon gifts, that is fine.

Will video cameras or recording equipment be allowed?

You may record videos with your cell phones or hand-held devices. Professional video cameras or recording equipment will not be allowed. There may be a camera crew following Gene for a documentary. If you allow them to film, you will be given footage from your Vault Home Experience.

Can I ask Gene Simmons questions about Kiss?

You can ask whatever you want. He's there to hang out with you and loves to tell stories.

Will Gene Simmons clean my house?

No. The Demon does not do housework including windows.

When will Gene Simmons come to my house for the Vault Home Experience?

The event will take place sometime between January 2018 and January 2019. A date and time that works best for you will be determined based on your location and Gene's touring schedule.

When do I get my Vault Box Set?

Your personalized Vault will be handed to you directly by Gene Simmons when he arrives at your home for your Vault Home Experience.

How big is The Vault?

The Vault is 26” (66 cm) tall X 17” (43.2 cm) wide X 14” (35.5 cm) deep, and weighs 38lbs (17.2 kg).*
*measurements & weight do not include accompanying foam-lined packing box

When will I receive my official signed certificate and Gene Simmons Vault Home Experience laminate and T-shirts?

Your certificate, your laminates, and your T-shirts will be presented to you and your guests, at your Gene Simmons Vault Home Experience.

Will I be receiving information via email?

Yes. All details including date and time of your Vault Home Experience will be sent to you via email. A detailed email about the day of event schedule will then arrive one week before your Vault Home Experience.

Who can I talk to if I have questions about my Vault purchase or experience?

To contact customer service for the Gene Simmons Vault Experience, please fill out the online contact form at GeneSimmonsVault.com or call us at 1-833-GSVAULT.

What are your business hours?

Our phone lines are open Monday - Friday (excluding US Holidays) between 10:00 am and 6:00 pm Eastern Time. If you are trying to contact us after hours, please leave a message or fill out the online contact form at GeneSimmonsVault.com. We will follow up with you by the next business day.

What payment methods do you accept?

All major credit cards and Paypal. Additionally, there is an option for no payments + no interest for 6 months. Checkout with PayPal and choose PayPal credit.* For more information, please visit: https://www.billmelater.com/cm/paypal/landers/17ppcACQ.html (*Restrictions: Subject to credit approval, US customers only)

I am trying to purchase online and am receiving error messages. What do I do?

Please make sure you are using the most up–to–date version of Internet Explorer or Mozilla Firefox. You may need to clear your internet cookies and cache, and restart your browser. If you are still having issues completing your purchase, please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT.

I did not receive my order confirmation email. What should I do?

Please check your spam or junk email folder. If you still cannot find your confirmation email please fill out the online contact form at GeneSimmonsVault.com or give us a call at 1-833-GSVAULT. Your confirmation email will be re–sent to you.

What is your cancellation/refund policy?

You may cancel or reschedule your Home Experience up to twenty-one (21) days prior to the date of the scheduled experience. If you cancel your Home Experience during this time frame, you will be refunded the purchase price less a 25% cancellation fee ($12,500). There will be no refund for any cancellation made less than 21 days prior to the date of the scheduled experience. If you reschedule your Home Experience, a rescheduled date that works best for you will be determined based on your location and Gene's touring schedule. See Terms of Purchase for additional restrictions.

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