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Why can't I checkout?
If you are receiving an error that is preventing you from checking out, it may be because the items in your cart weigh too much to be sent together in one shipment.
If your order is shipping within the US, it cannot exceed 9 lbs.
If your order is shipping internationally, it cannot exceed 7 lbs.
If your order exceeds these weight limits, you will need to place multiple orders in order to checkout.
My order says “pre-order," what does that mean?
Pre-order items are items that are purchased prior to their production. A pre-order means you have reserved that item and it will be shipped to you once it is complete. Funds will deduct from your account at the time of purchase. A standard pre-order timeline is anywhere between 2-12 weeks (unless a release date is specified). Please refer to the product page for more information. Kindly note, multiple item orders containing a pre-order item will not ship until all items have completed production.
To check on the current status of your order, you can utilize THIS TOOL. If your order is on pre-order, the status will show as "in production" until your order ships. You will not receive tracking information until your order has shipped from our facility.
- Enter the same email that you used for checkout.
- Check for spelling mistakes within your email.
- Enter your order number or transaction ID. Check your order confirmation email for this information.
- Order numbers will often begin with the prefix of your online store
- Transaction IDs either begin with a ch_ or are a series of numbers and letters.
If you'd like to see more examples of how to find your order information, please check out this FAQ Center article.
The information you see on this tool will update as your order moves from production to shipping. When your order ships from our warehouse, the tracking link will show in the results. Please note that all items are custom made, and any pre-order estimate is subject to production or shipping delays. We appreciate your patience and will do our best to send updates via email if your order is delayed beyond the initial estimate.
You are able to cancel your preorder or update the shipping address up until production is complete. To request either of these options, please click the links below and our team will reply via email as soon as possible.
Can I cancel my order?
We are able to cancel orders up until they have been processed for shipping unless otherwise noted on the product page. Please click the link below to fill out our cancellation request form and our team will reply ASAP via email to confirm. We will try our best to accommodate your request but we cannot guarantee cancellation if your order has already been prepared for shipment.
ORDER CANCELLATION REQUEST FORM
Even if you have already emailed us, please use the above form link to request a cancellation for faster service.
There is a very small window of time to cancel an order before it moves to processing. After an order has been successfully placed, it moves to processing, where changes to your order can no longer be made as the order is being packed and prepared for shipment.
I never received an order confirmation email - what do I do?
Not to worry! Check your spam first to make sure it’s not hiding in there.
If not, head HERE to use our Resend Order Confirmation Tool. Please be sure to follow the instructions and enter the correct information required.
Can I edit or add to my order?
Unfortunately, once an order is placed, we are unable to edit/add to the order. However, you may request to cancel and refund your order so that you can place a new one.
If your order has not shipped and you wish to cancel, please click HERE and enter your order information and reason for canceling. Our team will work to get to your request as quickly as possible.
Prior to requesting cancellation, please check the site to make sure your items are in stock.
If your order has already shipped, please check out these FAQ articles for more information on returns and exchanges.
What do I do if I received a damaged item or my order is incorrect?
If you received a damaged item or something is incorrect with your order, please send a request HERE. Please make sure to fill out all fields to the best of your ability, including clear photos of the issue in the case of a damaged item. If the damage affects the playability of a music item, please include a video of the music item playing as well.
Please note, we will often require the defective or wrong item to be sent back. Our team will get back to you with the next steps and a return label when necessary.
We cannot accept claims for items that have been washed and/or worn.
We ship our vinyl and posters in custom-made, sturdy mailers and poster tubes. Unfortunately, slight damage can occur with all media items (vinyl, posters, cassettes, CDs, etc.) while in transit occasionally. We are unable to issue replacements or refunds for minor cosmetic damage such as creases, bends, split inserts, dings, cracked cases, etc. If you believe the damage is severe, please submit a claim so we may address it quickly.
Please note that all claims must be made within 60 days of the order delivery/shipment date.
I have submitted a request but I have not heard back, what should I do?
When you submit a request or reach out via email, you should receive an automatic message from our team stating "We've Received Your Request". If you did not receive this message, please check your spam or promotions folder.
If you have additional questions, respond to this automatic bounce-back email with your updates/follow-up questions. We are working as quickly as possible to get back to you - most requests are replied to within a few business days.
Inquiries are responded to in the order they are received. Please do not submit multiple requests for the same issue - we will reply as soon as possible.
If your question is regarding a shipping address change or a cancellation request, be sure that you have filled out the below forms so that we can reply to you as quickly as possible:
How do you suggest caring for apparel items?
The following are general suggestions for how to care for apparel items purchased through our stores. Results may vary based on machines/detergents used. To extend the life of your items, we always recommend washing inside out, with cool water, gentle detergents, and hang drying. We also recommend washing your item alone for the first time, then washing with like colors from then on. We do not recommend using bleach on any items.
Below you will find general care suggestions for apparel items based on the material content:
- Cotton Blend: Warm Water Wash — Tumble Dry Low or Air Dry
- 80/20 Polyester Fleece Mix: Machine Wash on Delicate Cycle —Tumble Dry Low Heat
- 100% Cotton (to minimize shrinking): Cool Water Wash — Air Dry or Tumble Dry Low
- Organic Cotton: Cool Water Wash — Air Dry or Tumble Dry Low
- Linen: Cool Water Wash — Air Dry
- Polyester: Cool Water Wash — Tumble Dry Low or Air Dry
- Silk: Hand Wash or Cool Warm Wash — Tumble Dry Cool or Air Dry
- Spandex: Hand Wash — Air Dry
- Wool: Hand Wash — Air Dry
Please note, the instructions above are general suggestions and results may vary. We are not responsible for replacing washed items.
I made two separate purchases, can I combine shipping costs?
We apologize, but at this time we are unable to combine orders placed at separate times.
Do you charge sales taxes?
We charge sales taxes on all orders shipped to an Illinois address to comply with state and local tax laws. We may also charge sales tax on specific items and/or shipping amounts in accordance with other state and local tax laws, depending on the state in which your shipping address is located. We recommend entering your shipping address at checkout to get an estimate of the sales tax amount that you may be charged.
Do you know if an item is going to be restocked or do you have a waiting list for sold out items?
We do not know if or when an item will return to stock. Any re-release of merchandise is completely up to the artist so we do not have any additional information at this time. Please refer to the artist's social media and websites for any updates in the future!
Some artist pages offer the option to subscribe to restock notifications. If the option is available, it will show within the product description.
Can you assist with tickets or questions regarding a live show I am attending?
We are the customer service team for our artists and stores, we assist with merchandise/apparel orders only. We are not involved in live shows and are unable to assist with questions related to them.
We recommend reaching out to the platform you purchased your tickets from for more information.
Can you send a message to the artist?
We are the customer service team for our artists and stores, we assist with merchandise/apparel orders only. We are not directly in touch with the artist and apologize that we are not able to pass any messages along!
We recommend reaching out to the artist through social media or through their management team (often found on their website if applicable).