SHIPPING & COVID-19 UPDATE - APRIL 2023
Due to the pandemic we found international packages shipped using the cheapest method of delivery were getting lost or taking up to three months (!!) to make it to their new homes.
After a period of time of only offering the more expensive/faster form of shipping, we heard a lot of feedback that you’d be ok with waiting the extra time if you could get cheaper shipping so we’ve rolled out the less expensive international shipping. However, if we find that too many people are reporting lost packages (or trying to get refunds because their packages are taking too long) we’ll have to stop offering it again until shipping is more reliable. TL;DR: please don’t ruin it for everyone.
Remember that orders will NOT show any tracking movement once they depart from the USA. Once it leaves the USA, your country’s carrier will NOT report tracking updates. As soon as your package hits the last USA port, you will not know where it is on its journey to you and neither will we. Understand that risk as well as understand that it may take a while for your order to arrive to you when you use this less expensive method of shipping. We will NOT refund orders that take longer.
PANDEMIC DELIVERY UPDATES:
Domestic delivery services are still occasionally adding up to 14 additional days to their regular scheduled estimates. Please keep in mind that this is completely out of our control. We cannot refund any shipping amounts or make changes to what we are being charged and that needs to be considered when ordering – please plan accordingly.
Overseas shipments are sometimes taking longer than usual and orders have taken over 2 months to arrive. Orders are being held in customs longer and carriers are accidentally putting them on the wrong flights so re-routing is occurring which further delays arrival. As soon as orders leave our warehouse there isn’t anything additional we can do to trace them beyond what tracking says online.
UNITED KINGDOM CUSTOMERS
Due to the changes in the costs the United Kingdom implemented on January 1, 2021 for companies outside of the UK, we’ve temporarily stopped shipping there until we can make sure we’re fully compliant and that it makes sense financially for us to continue to do so.
We’re working hard to figure out how to re-instate shipping to your country and we’d rather not raise our rates in an already expensive shipping year due to the impact of the pandemic so we’re trying to avoid that as much as possible. We understand that this isn’t the ideal situation and hope we’re able to figure out a resolution as soon as possible.
WHERE ARE YOU LOCATED AND WHAT ARE YOUR HOURS?
Our headquarters are in Somersworth, New Hampshire right at the border of Maine and about 90 minutes north of Boston, MA
22 Canal Street #321
Somersworth, NH 03878
We’re open Monday – Friday from 9am – 5pm EST, excluding holidays
IS YOUR MERCHANDISE OFFICIAL?
Yes, all of the merchandise we sell is officially licensed and approved by the artists.
WHY ARE SOME SIZES MORE EXPENSIVE THAN OTHERS?
Raw garment providers have an upcharge added to the price beyond size XL and that cost is reflected in our pricing.
CAN MY BAND/ARTIST HAVE OUR MERCH DONE THROUGH YOU?
We’d love to hear more about them and what their needs are to make sure we’ll be a good fit.
To get the conversation started, fill out this form and we’ll get back to you as soon as possible!
DO YOU SELL WHOLESALE?
Yes, we sell to online stores as well as brick and mortar storefronts. It’s important to note that for almost all of the artists we work with, we are only licensed to wholesale to stores within the North American territory.
If we’re able to wholesale to your location, we’ll need some additional information before setting you up with an account, please fill out this form and we’ll be in contact shortly.
Returns & Exchanges
WHAT ARE YOUR RETURN AND EXCHANGE POLICIES?
Please head over to our Shipping & Returns page for information.
WHAT DO I DO IF I'M MISSING AN ITEM, I RECEIVED THE WRONG ITEM, OR MY ITEM ARRIVED DAMAGED?
Please head over to our Shipping & Returns page for information.
Shipping & Processing
GENERAL SHIPPING INFORMATION FOR ALL ORDERS
Note that regardless of the shipment method you’ve paid for, once your package is in transit to you, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, the current pandemic and/or inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please also keep in mind that delivery may be slower around holidays due to shipping companies being busy during that time of year.
We are not affiliated with any delivery companies so once an order leaves our warehouse, we aren’t able to get any additional information beyond the tracking updates that are also accessible to you. We understand how frustrating it is when packages are routed incorrectly or are delayed and we wish we had control over that but in these cases, the best option is to contact the shipping company directly – doing so usually resolves issues relatively fast.
WHAT ARE YOUR PROCESSING TIMES FOR APPAREL ORDERS?
All orders have 5 business days of processing prior to shipping.
Orders that include direct to garment (DTG) printed products will have 3 additional business days processing (so a total of 8 business days) prior to shipping.
Note that regardless of shipment method, once your package is in transit to you, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please also keep in mind that delivery may be slower around the holidays due to shipping companies being busy during that time of year.
WHAT ARE YOUR PROCESSING TIMES FOR PRINTS?
Unless noted otherwise, prints will have up to 2 weeks of processing before they ship. Each print is made to order and then signed by the artist (if applicable) before shipping. If you have an order that combines a print and another item, your full order will ship when all items are ready.
If you need your order to arrive faster, please reach out to us directly at email@example.com before you order so we can provide a better estimate of how long it will take to process your order and we can advise you about shipping speeds.
We completely get that pre-orders can be confusing. Pre-ordering an album does not necessarily mean you’ll receive it before the rest of the world. Sometimes, depending on where you live and the ship date, you may not get the album until after it is released to the public.
Pre-ordering means you’re purchasing music, or other merchandise in advance, which are often bundled with limited items or colors. This saves you the rush to get to stores and allows you to sleep easy that we’ve got your back with your favorites nice and reserved.
All pre-order products will display a pre-order label and a “SHIPS ON OR AROUND” date in the product description. This date is as accurate as we can predict, but there are cases where the date will change due to unexpected delays beyond our control.
We always aim to ship items on the initial release date but unforeseen issues impacting that from happening (delays during production, manufacturing, or shipping) means the ship date is subject to change. Please check the product listing for the current release date estimate.
Orders containing a pre-order item will not ship until all items are available. If you order a pre-order item along with an item that’s currently available, we’ll wait until the pre-order item is available too before we ship. If you’d like to receive your other items before the pre-order item is available, please place two separate orders.
Pre-order items are subject to slightly changing between the announcement and the release.
HOW DO I TRACK MY ORDER?
Once all the items in your order are ready, we will send your package out for shipment and you will receive a shipping confirmation email that includes tracking information if the method of delivery has tracking information for it (international mail packages will not have a tracking number that updates once it has left the USA).
Depending on the processing time for your order, it may take up to 8 days after placing your order before you receive a shipping confirmation email. There may be delays for select orders – see above sections for more information.
TELL ME ABOUT FREE SHIPPING ON ORDERS OVER $100
When placing an order to ship within the contiguous United States that is $100 or more before taxes and shipping, you will be given the option to ship your items for free.
Orders sent with free shipping will go out the slowest method available for the weight and size of your package. If you require your items to arrive fast, please select a paid shipping method that will better suit your needs.
Some exclusions apply (ie: skateboards due to being oversized).
I WANT MY ORDER FAST/MY ORDER IS A GIFT - HOW CAN I GET MY ITEM QUICKER?
Please first note that all items will have a processing time connected to them and from the time you placed your order to when it actually get packaged and shipped could be up to 8 business days. If you have an urgent need and would like to know exactly how long your order will take to be processed, please contact us directly before you place your order – you can reach us here: firstname.lastname@example.org
We offer a few different shipping methods – the faster the shipping method, the more expensive it tends to be.
First Class USPS (or First Class USPS International if you are outside of the USA) is the slowest option for delivery but it will almost always be the least expensive. If you’d like your item to arrive faster, it would be best to not choose that option.
Note that regardless of shipment method, once your package is in transit to you, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please also keep in mind that delivery may be slower around holidays due to shipping companies being busy during that time of year.
DO YOU SHIP INTERNATIONALLY & WHAT SHOULD I KNOW ABOUT INTERNATIONAL SHIPMENTS?
We offer shipping to almost every country in the world, but unfortunately we’re unable to ship to a couple due to import restrictions, high duties & taxes, or in some cases excessive fraud and lost packages.
Some items can NOT be shipped internationally due to their oversize nature (ie: skate decks) – there will be a notice in the listing if the item is not shipping internationally. If the items are bought, you will be refunded and the items will NOT be shipped.
For full international order and shipping information, please head to our Shipping & Returns page.
WHO PAYS DUTIES, TAXES, AND FEES FOR INTERNATIONAL ORDERS?
In addition to the cost of shipping, customers having orders shipped to locations outside of the USA and Canada are responsible for paying any and all costs associated with importing the order – such as duties, taxes and fees. These costs vary depending on each country’s laws and the items being purchased. The quoted amount to ship the order only includes the actual costs to ship and nothing additional.
Starting May 6, 2022 all Canadian orders will have a flat rate of $8.00 added to orders to cover duties and customs. This is not retroactive and if you’ve ordered items prior to this date, you will need to pay duties and customs on orders.
Please be sure to check your country’s embargo restrictions with your local customs office before placing your order. We are not responsible for items confiscated by importation authorities.
All international orders are final and no returns or exchanges will be permitted. This includes orders that you are unable or unwilling to pay the required duties and taxes for. We are not responsible for international orders once they have shipped.
I WANT TO CANCEL MY ORDER - CAN I DO THAT?
If you email within 15 minutes of placing your order, we will do our best to try and refund you but it's not guaranteed.
Orders are sent to our warehouse and printing teams as soon as they are placed and it’s difficult to intercept them before they’re processed. Once it’s beyond 15 minutes of placing your order, we will not be able to issue a refund.
To see if we’re able to refund you, please email us at email@example.com within 15 minutes of ordering with:
- Your order number
- The email address used when the order was placed
- The billing address used when the order was placed
If we’re able to refund you, we will contact you with further information.
MY ITEM NEVER ARRIVED BECAUSE THE ADDRESS WAS INCORRECT - WHAT DO I DO?
Orders delivered to an address that was incorrectly entered by the customer during the checkout process will not be replaced or refunded. It is the customer’s responsibility to enter their shipping address correctly.
USA orders returned to us as undeliverable due to an incorrect address supplied by the customer will be refunded within 3 weeks, less the shipping/handling costs. There will be no refund for returned international orders.
MY ORDER SAYS IT WAS DELIVERED BUT I DIDN'T RECEIVE THE PACKAGE - WHAT DO I DO?
Due to excessive amounts of fraud, we're not responsible for packages after they leave our warehouse and we cannot replace or refund orders that have gone missing after they are out for delivery and/or after the tracking information shows it has been delivered. We suggest contacting the shipping service to see if they can provide additional information regarding your shipment.
If your address is frequently hit by thieves or if deliveries have to be left in a non-secure location, please take that into consideration when placing orders and ship to a more secure address such as a family member, friend, or place of work.
Always check your mail frequently, especially if your home has lock boxes for oversize packages. Delivery companies have been known to return items back to the sender if they sit in lock boxes for too long due to it making it hard for them to deliver packages to others.