Official Merch Store

FAQ

FAQ:

NOTE: All sales are final. Orders are NON-REFUNDABLE, except in the event of a cancellation of the release by label, in which event refunds will be given within 30 days of announced cancellation of release.

 

I didn’t receive my order. Where is it?

First, please look at the order page for the product, and if it is a pre-order item, please make sure that the estimated ship date has passed.  (You’d be amazed how many emails and complaints we get from people about pre-order items, months before they are even estimated to ship.)

Also, take a look at our Facebook page and website, and the artists pages and make sure there are no status updates on the product you ordered. Generally, with delays, they are in manufacturing, or on the artist side, and completely out of our hands, and rest assured we are doing everything humanly possible to get orders out in the timeliest fashion possible.

Also please note all ship dates on pre-order products are estimated, and subject to change. That is the date we estimate they will arrive in our warehouse. Generally, allow up to 10 days for processing and handling of your order, (especially with bundles, etc) plus actual shipping time before your item will arrive.

With PRE-ORDER items, changes in production status may affect delivery times significantly. Please note ALL SALES ARE FINAL. Refunds are only given in the event of a cancellation of release by label, in which event refunds will be given within 30 days of announced cancellation of release. Please do not contact us requesting a refund on an active or delayed product.

Please note, we are unable to respond to individual email inquiries on posted or ongoing delays. The most relevant and current information is always posted for all of our customers to see, and in most cases we have no further information aside from what is posted. We will ALWAYS post ongoing updates when there are delays, and unfortunately we do not have the time or manpower to respond to everyone’s individual inquiries about their orders.

Pre-orders are NOT guaranteed to arrive by street date. In most cases we try and get them out the door early, but that is not always possible with our production schedules.  Generally they will always arrive a little before, or a little after street date.

Please read and understand ALL details when ordering an item, as some of our pre-orders are sold with long lead times. If you ordered an item and didn’t receive it, more than likely it was a pre-order product and was not scheduled to ship yet, or there was a posted delay, change in street date, etc. While we try and get EVERY order out in the timeliest fashion possible in relation to the above schedule, rarely, we do have slight delays in the manufacturing process that may hold up orders, but in those situations we ALWAYS post updates to our pages and let our customers know.

Disputing your order with PAYPAL will automatically put your order in a HOLD status in our system, and can further delay shipment, so we highly recommend avoiding it.

If it is 10-15 days AFTER the estimated shipping date for your product (or the revised street date on delayed products), you don’t see any posted delays relating to your product on our pages, or the artist’s, then please feel free to drop us an email at emplabelgroup@gmail.com

 

LP ORDERS:

Due to the fluctuating nature of LP manufacturing, we cannot guarantee delivery times on pre-ordered LP. We can give a ROUGH estimate sometimes, but even that can be hit or miss. If your order is a pre-ordered vinyl LP, please note that these will ship immediately upon arrival in our warehouse. BUNDLES containing vinyl will ship when the vinyl is in stock.

I didn’t receive a confirmation email. Did my order go through?

Outside of the confirmation provided by PAYPAL and in our checkout process, we do NOT send email or shipping confirmations. If your order went through, and the payment shows that it went through via PayPal, it was received. If you haven’t received your order, and followed all steps and guidelines above, please feel free to email us at emplabelgroup@gmail.com

 

If you have any order related issues or questions that are not addressed here, please feel free to contact us at emplabelgroup@gmail.com. Please be patient in waiting for a response, but someone will get back to you as soon as possible.

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