HELP

Orders

ONCE I PLACE AN ORDER, WHEN WILL MY ACCOUNT BE CHARGED?

  • All orders placed in our store are immediately charged for the full cost of your order. Pending authorization holds may appear on your account up to seven business days depending on your card’s issuing bank until the transaction has completed processing. If the pending hold does not drop after this time or you believe there to be a billing error, please contact us.

WHEN WILL I BE CHARGED FOR A PRE-ORDER ITEM?

  • You will be charged for your entire order, inclusive of any pre-order items, immediately at checkout. This ensures that your pre-order is reserved for you.

CAN I CANCEL OR MAKE CHANGES TO MY ORDER?

  • Depending on where your order is within the shipping process, we may be able to update your order with a shipping address change, quantity change or cancellation. To request one of these changes, please contact us and we’ll make every effort to accommodate your request! Unfortunately, we are unable to make any changes to sizes in your order or swap items.
  • Once your request is received, one of our team members will notify you via email to confirm whether or not your request was able to be processed.
  • Please remember that all orders are subject to our return and exchange policies, unless otherwise stated in the product’s description or order confirmation email.

CAN I PLACE AN ORDER OVER THE PHONE?

  • At this time we only accept orders placed through the website and are not able to take your credit card information over the phone. If you’re having trouble placing your order, please reach out to us and we’ll do our best to help troubleshoot and guide you through the ordering process.

CAN I GET A DIFFERENT SIZE OR COLOR THAN WHAT IS OFFERED THROUGH THE STORE?

  • If a size, color or other variant doesn’t appear online, it is not currently available for purchase.

WHAT IS THE SALES TAX ON MY ORDER?

  • Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.

DAMAGED, INCORRECT OR MISSING ITEMS

  • What do I do if my order arrives damaged, incorrect or incomplete?
    • If your item arrived damaged, or you received an incorrect item:
      • Please contact us as soon as possible so we can investigate and resolve your issue. Please attach photos with your submission. Photos are required to verify the damage and/or to confirm which incorrect item was shipped. This helps us investigate what went wrong and prevent similar issues for you and other customers in the future.
      • Upon review of the photos, we’ll issue a return label to you via email. Once the affected item is received by our warehouse, we’ll ship you a replacement or refund you if the item is no longer in stock.
      • Please be advised we are not responsible for any damages to any merchandise once the item has been worn, used or washed.
      • Please also be advised we are only able to process a refund or exchange for damaged and/or incorrect items returned within 60 days from the date you received the order.
    • If your order arrived incomplete:
      • Please contact us as soon as possible letting us know what is missing from your order so we can investigate and resolve your issue.
      • Please be advised we are only able to process a refund or a reshipment for the missing item(s) within 60 days from the date you received the order.

MY ITEM LOOKS DIFFERENT THAN THE PHOTO

  • What if the item I ordered arrives and it doesn’t look like the photo in the store?
    • We make every effort to fully and accurately represent the product design, color, and other product description details. However, as pre-orders are in advance of production, the design team reserves the right to make certain changes if necessary to ensure the quality of the item prior to shipment.
    • If you believe the item you received differs greatly from the description, or you believe the wrong item was received, please contact us. Be sure to include a photo or two so our team can see the difference in order to better help you.

DIGITAL DOWNLOADS

  • How do I access my digital files?
     To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologize for the inconvenience!
    How to access your files on your Android Phone:
    • To access the album on your phone, follow the link provided and click "Download"
    • You will then be taken to the downloaded folder and you will then need to click "extract all"
    • Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format
    • You can then listen to the album on your phone's music app.
  • How to access your files on your desktop computer:
    • Open the downloaded folder (in most cases, the folder name will end with .zip)
    • Click "extract all"
    • Once the album is finished downloading, a new folder will pop up with the files in MP3 format
    • You can then copy and paste the album to your desktop or mobile device.
  • Can I get a refund on my digital music purchase?
    • Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music.
      • If you have trouble accessing the music, please reach out to us and we’ll make sure you can access your music ASAP.
  • I live outside the US. Why can’t I buy or access digital downloads?
    • Unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.

LIMITED EDITION ITEMS

  • My limited edition order shipped but didn’t arrive due to a shipping error. How can I get my item?
    • If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 business days, we reserve the right to refund your order.
  • Can I exchange my limited edition item?
    • Due to the limited edition nature of these items, we cannot accept exchanges of limited edition item sales. Limited edition items may be returned within 60 days of the date you receive your order.

DISCOUNTS

How do discounts and special offers work?

  • Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. Returns or cancellations of any portion of a purchase requires equal forfeiture of offer or amount equal to offer. Universal Music Group has the right to end or modify any promotion at any time at its sole discretion. Other restrictions may apply. Offers only apply to the United States unless otherwise noted.



SHIPPING

MY TRACKING SAYS MY ORDER WAS DELIVERED, BUT I HAVEN’T GOTTEN IT YET. WHERE IS IT?

  • Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us here and we’ll do our best to help!

I RECEIVED NOTIFICATION MY ORDER WAS SHIPPED BUT I STILL HAVE NOT RECEIVED IT AND MY TRACKING INFO DOES NOT INDICATE THE PACKAGE WAS DELIVERED.

  • If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can look into it for you.
  • For orders shipping within the US: If you have not received your package within 3-4 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
  • For orders shipping outside of the US: If you have not received your package within 6 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
  • You have up to 60 days from the date of shipment to submit a claim for a lost package to be considered for a refund for your missing item(s), or a reshipment if stock permits.
  • Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

WHAT DO I NEED TO KNOW ABOUT CUSTOMS FEES?

  • Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
  • If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

MY TRACKING LINK SAYS “LABEL CREATED” BUT HASN’T UPDATED. WHAT DO I DO?

  • We typically refer to this stage as “pre-shipment”. This could mean a couple of things:
    • Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center
    • The carrier has picked up your package but has not scanned it into their system yet
      • If the status does not update within 7 days, please reach out directly to the carrier
      • If the carrier is unable to provide an update, please contact us so that we may help

WHEN WILL I GET TRACKING INFORMATION?

  • Tracking information will be sent via e-mail once your package is processed for shipment. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation.
  • Please note it can take up to 3 days for your initial tracking information status to update.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE ONCE IT SHIPS?

  • The time it takes for your order to be delivered depends on the shipping method chosen at checkout. Please note that the shipping times are in addition to pre-order and processing timelines.
  • Shipping options include:
    • For deliveries within the US:
      • UPS Mail Innovations (5-7 days transit)
      • USPS Media Mail (2-10 days transit)
      • FedEx Smartpost (2-7 days transit)
    • For deliveries outside of the US: Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
      • APC ParcelConnect Priority DDU (Economy) (11-15 days transit)
      • APC ParcelConnect Priority DDU (Delivery Confirmation Included) (11-15 days transit)
  • Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
  • Please note that shipping delays will occur if you provide an incorrect address at checkout.
  • If your package is returned to our facility due to a shipping or delivery issue, we’ll reach out to you via the email address provided with your shipping information.
    • If we don’t receive a response within 5 business days, we reserve the right to cancel and refund your order.
      • This applies to all merchandise orders, including limited edition and pre-order sales.
    • Please note that in the event of an order shipping in multiple packages, we can only refund you for what has been returned to us.

WHEN WILL MY ORDER SHIP?

  • In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
  • Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email.
    • Note that unless otherwise noted, or the option to ship items separately as they become available is selected at checkout, any order that includes a pre-order item will not ship until all items are available.
  • Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted.
  • While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

INTERNATIONAL SHIPPING

  • My order is shipping to a country outside of the United States. Will I have to pay customs/import fees to receive my order?
    • Depending on your country, you may be charged customs/import fees.
      • Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
    • If customs fees and charges are refused at the time of delivery, your order will be returned to us.
      • Once we receive your package, we can refund you for your purchase.
  • If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.
    My item was shipped, but still hasn’t shown up. Is it lost in the mail?

    • You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
    • If you have not received your package within 6 weeks after it ships, please reach out to us as soon as possible so we can resolve the issue for you.
    • Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.
      • Shipping delays will occur if you provide an incorrect address at checkout.

TRACKING INFORMATION

  • When will I get tracking information?
    • You’ll receive tracking info as soon as your package is processed for shipment, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation.
      • Please note it can sometimes take up to 3 days for your tracking link to update.
  • My tracking link says “Label Created” but hasn’t updated. What do I do?
    • We typically refer to this stage as “pre-shipment”. This could mean a couple of things:
      • Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center
      • The carrier has picked up your package but has not scanned it into their system yet
        • This could potentially mean it’s been lost between the fulfillment center and the carrier center
        • The carrier may need updated information in order to get your package to you and will be in touch with you
    • If tracking has not been updated beyond this stage within 2 weeks, please reach out to us for further assistance
  • My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?
    • Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay.
    • If you still haven’t received your package after 5 days and you’ve checked with your neighbors in an attempt to locate it, please reach out to us and we’ll do our best to help!

Returns

HOW LONG WILL IT TAKE FOR ME TO GET A REFUND ON MY RETURNED ITEM?

WILL YOU ACCEPT RETURNS OF PRODUCT IN ANY CONDITION?

  • Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way. Any items deemed used or altered in any way will not be eligible for a refund or exchange.

WHO PAYS FOR MY RETURN?

  • For customers with shipping addresses within the US, free return labels will be provided. International customers are responsible for covering any costs associated with returns or exchanges.

HOW LONG AFTER MY ORDER CAN I SUBMIT A RETURN OR EXCHANGE REQUEST?

  • Return or exchange requests must be made within 60 days of the date your order is delivered. Please note that limited edition items are not eligible for exchanges.

HOW DO I RETURN MY ORDER FOR A REFUND OR AN EXCHANGE?

  • Please contact us to submit a return request and a member of our customer care team will reach back to validate and initiate your return.