Will I receive my VIP tickets in the mail?
VIP tickets are not sent to you in advance of the show. Your email confirmation will act as your ticket / proof of purchase. Please bring this with you on show day (on your phone or printed) and we will cross reference this with our list of VIP ticket holders. You will receive your commemorative VIP laminate during the meet & greet.
What currency are your products listed in?
All products are listed in USD. For international customers, your order total will be converted into your local currency on your credit card statement.
Where are you based and where do your products ship from?
We are a US based company. Our products ship from both Los Angeles, CA and Toronto, Canada.
I need to change or cancel my order. What do I do?
We do not allow order cancellations. If you need to update your address or contact information once your order has been placed, please send our customer service team an email at firstname.lastname@example.org and we will do our best to assist you. No changes can be made once an order has shipped.
I just placed my order. When will it ship?
If the item you ordered was a pre-order, please refer to the product description on the website for accurate timelines. If you ordered an in-stock item, normal processing time is 3-5 days. Please allow up to 7 days in busier periods, such as over holidays and during sales.
My order shipped. How long will it take to arrive?
Most orders are delivered within 10 days after shipping. If you have not received your item and it has been more than 10 days, feel free to reach out to our customer service team. Please also check the tracking link provided in your shipping conformation email for the most up to date information about the location of your package.
My package is lost or my tracking is not updating. What do I do?
We do not have any information about the location of your package that you cannot also see. Please reach out directly to the carrier that your order was shipped with and that provided your tracking information. They will be able to assist you further.
Do I have to pay duties, taxes or any additional charges at the door?
Some countries impose duties and taxes upon delivery of international packages. These charges are not controlled by us, and it is the responsibility of you as the receiver to pay them. We are unable to estimate these charges prior to delivery.
We currently ship from Canada, so Canadian customers will not pay extra duties. Most US customers can also shop duty free, as the United States does not charge duty on packages valued under $800.
If you refuse to pay duties and your order is abandoned, you will not be eligible to receive a refund.
I received my order and there is a quality or service issue an item. What do I do?
In the event that there is a quality issue with an item you receive, please send us an email right away at email@example.com. Please be sure to include a description of the issue and we will assist you as soon as possible!
I want to return one or more of my items. What do I do?
We offer returns on a case by case basis. Returned items must be in pristine condition - undamaged, unworn, unwashed, with all tags still attached. Please send us an email at firstname.lastname@example.org if you'd like to inquire about a return.
What is your refund policy?
If your order is returned to our warehouse or otherwise needs to be refunded, we will compensate you for the total cost of your item. Shipping is always non-refundable. Once processed, refunds will take 3-5 business days to be reflected in your bank account.