Faq

GENERAL

Sizing

Sizing

Address Changes

Address Changes

We pride ourselves on speedy order fulfillment, but are more than happy to change your shipping address if it hasn't been packed and shipped yet!

CONTACT OUR CUSTOMER SUPPORT EMAIL AS SOON AS POSSIBLE WITH THE FOLLOWING:

ORDER NUMBER

FULL NAME

VERIFY ADDRESS YOUR ORDER IS CURRENTLY GOING TO

NEW ADDRESS YOU WOULD LIKE US TO SHIP TO

**Please note: Your new address must be within the same country and time zone as the original address entered**

Digital Downloads

Digital Downloads

Digital Pre Orders

Pre-orders of a digital download link of an album will not be received at the time of your purchase. The full album will be delivered to you via email on the actual release date of the album. Please see the product page for release dates and additional information regarding your digital download and formatting.

Hi Res Downloads

We are happy to offer many downloads in Hi-Res audio formats. Due to the large size of these files, they can be tricky to download. All files are delivered in a single .zip file. We suggest using the Firefox browser and a download manager when attempting to download Hi-Res digital downloads. 

How do I get my download?

You will receive an email with a link to download your order after your order is complete. Please be aware that our downloads are delivered as .zip files and you will need to download the file(s) to a computer before being able to transferring the purchase to a mobile device. 

If you run into any problems with your digital download, please let us know and we'll be happy to assist!

Do I need an account to order?

Do I need an account to order?

Nope! It is not a requirement to create a customer account in order to make a purchase from the store. 

But... It does make it WAY easier to check your order status and digital downloads.

Either way, we appreciate your fan support and our helpful customer support staff is always happy to help with any questions or concerns!

Forms of Payment

Forms of Payment

Upon check out, you will be given the option to pay by bank issued credit/debit card or PayPal.

Credit Card

We accept American Express, Visa, MasterCard and Discover. We do not accept pre-paid gift cards unless they are registered thru the card issuer to your billing zip code.

PayPal

You will be redirected to PayPal to complete your transaction.

Order Changes

Order Changes

Unfortunately, we are unable change billing information, item, size or quantity on an existing order. We also are not able to cancel orders after it has shipped. 

If you haven’t yet received shipping confirmation, we may be able to process a shipping address change or order cancellation. Please reach out to our customer support center and we will do our best to catch the order in time to change. 

All orders are subject to our return & exchange policy.

PLEASE NOTE: An address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

Order Confirmation

Order Confirmation

Order confirmations are automatically sent to the email address used to purchase at the time your order is complete.

Your confirmation email will include:

Line detail of the items orderedShipping and billing addressShipping method selectedDigital download links (if applicable)

If you have not received your order confirmation within a few minutes of a successful order, please check your junk or spam folders and make sure your email address was entered correctly. If the confirmation email is still not found in your inbox and/or you may have entered your email address incorrectly, reach out to our customer service team and we'd be happy to look into it for you and get this fixed! 

Order Declined

Order Declined

Fraud Protection

To protect our customers, if an order appears to be suspicious, we will cancel and refund the order in full. We require that your billing and shipping address match to prevent identity and credit card fraud.

Pending Payment?

When order payment is attempted but declined, a temporary authorization may be placed on your card. This occurs when your payment processor is testing to confirm that your account is active and has credit available to accommodate the order. The payment will show up as "pending" on your bank account but will not clear until the order has been accepted. If your order is declined, the pending transaction will drop off your account in 3-5 business days.

Shipping

FREE SHIPPING

Free Shipping

FREE SHIPPING FOR ALL ORDERS OVER $100 DOMESTIC AND INTERNATIONAL

International Shipping

International Shipping

A substantial transit time is expected for international orders because they must ship and process through customs. If you do not receive your package by 10 weeks, please be sure and check with your local sorting office to ensure they’re not holding the package or that it’s not being held in customs.

**Make sure to research your country's customs requirements to avoid any unexpected fees!**

Pre-Order Shipping

Pre-Order Shipping

When will my pre order ship?

To keep shipping costs low, all items within one order will ship together at the same time. Therefore, if you ordered multiple items in addition to items on pre-order, please be aware that all the items will ship at the time your pre-ordered item is available in stock. 

Split Ship?

If you would prefer the non-preordered items to ship sooner, please let us know and we will cancel your original order so you will be able to place two separate orders to split ship.

Shipping/Delivery Time

Shipping/Delivery Time

As long as your items are not on pre-order, most orders are fulfilled within 2-4 business days of the order being placed online. Domestic delivery takes 7-10 days while International delivery can take anywhere from 2-10 weeks. 

**Multiple unit orders will not ship until all items are available in stock.**

You will receive an automatic shipping confirmation at the time your order is shipped that includes your tracking number. Tracking numbers can take up to 48 hours to update to its next scan location and not all shipping methods have step by step tracking. 

Unfortunately, we are not able to upgrade a shipping method once an order has been placed.

Will I need to pay taxes/duties?

Taxes & Duties

Nearly every shipment that crosses an international border is subject to the assessment of duties and taxes and (unfortunately) each country determines the assessment of duties and taxes differently.

It is important to note that all taxes and duties are at the responsibility of the purchaser. We do not have the ability to mark packages as having "No Commercial Value" in order to reduce potential duties due.

**Make sure to research your country's customs requirements in order to avoid any unexpected fees.**

Return/Exchange

Damaged/Wrong Item

Damaged/Wrong Item

Policy Overview

IF YOU BELIEVE YOU HAVE RECEIVED THE WRONG ITEM OR YOUR ITEM ARRIVED DAMAGED, PLEASE SEND THE FOLLOWING INFORMATION TO OUR CUSTOMER SERVICE TEAM:

FULL NAME

ORDER NUMBER

PHOTO(S) OF DAMAGE/WRONG ITEM

BRIEF EXPLANATION OF MISTAKE

WE ARE ONLY ABLE TO PROCESS A REFUND OR EXCHANGE FOR DAMAGED AND/OR INCORRECT ITEMS WITHIN 30 DAYS FROM THE DATE YOU RECEIVED THE ORDER (PLEASE BE SURE TO REVIEW THE APPROPRIATE SIZING CHARTS FOR MERCHANDISE BEFORE PURCHASING). WE ARE NOT RESPONSIBLE FOR DAMAGES TO ANY MERCHANDISE ONCE THE ITEM HAS BEEN WORN, USED, OR WASHED.

UPON RECEIVING PHOTOS OF YOUR DAMAGED OR WRONG ITEM, WE WILL ISSUE A RETURN LABEL TO YOU VIA EMAIL. ONCE THE AFFECTED ITEM IS CONFIRMED BACK AT OUR WAREHOUSE, WE’LL SHIP YOU A REPLACEMENT. PLEASE REACH OUT TO OUR CUSTOMER SERVICE TEAM AS SOON AS POSSIBLE SO WE CAN RESOLVE YOUR ISSUE PROMPTLY!

Will I need to pay for return shipping?

Pre-paid Return Label

Shipping fees are only covered for products that are damaged or shipped incorrectly. Please contact customer support with an explanation of defect and include photo and/or video of damaged or incorrect item to receive a pre paid shipping label via email for your return. 

If you have received a return shipping label, make sure you send your item(s) back within 2 weeks from receiving your return shipping label or your return shipping label will become invalid. 

How long until my return/exchange is processed?

Processing Time

Once your returned package has reached our office please allow up to 8 business days for it to be processed through our returns department. A representative will be in contact with you (via the email address used to place your order) to provide further details.

When will I see my refund?

Processing Time

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card. Refunds issued to a bank account or pin-less debit typically take 10 business days to reflect on the account balance. This time frame may vary from one financial institution to another.

Returns/Exchange Policy

Returns/Exchange Policy

Policy Overview

WE ALLOW RETURNS AND EXCHANGES ONLY FOR DAMAGED/INCORRECT ITEMS. FOR THIS REASON, PLEASE REVIEW THE APPROPRIATE SIZING CHART BEFORE PURCHASING MERCHANDISE. IF YOU WOULD LIKE TO EXCHANGE FOR A DIFFERENT SIZE EVEN AFTER RECEIVING THE CORRECT ORDER, YOU MUST RETURN/REFUND, THEN RE-PURCHASE YOUR DESIRED SIZE. RETURN SHIPPING IN THIS SITUATION MUST BE PAID BY THE CUSTOMER.

Print and fill out this form outlining the details of your return or exchange.

Use original packaging (if possible) to return your item(s) to the following address including the completed form:

ShipCalm / 88Rising
2882 Whiptail Loop E, #150, 
Carlsbad, CA 92010