Q: Who do I contact if I have a question about my order?
A: Please email us at email@example.com or call (toll-free) 877.826.0518 or (local) 919.834.0230. Please note, customer service hours are typically Monday - Thursday 10 am - 6 pm EST. We read all emails that are sent to us, as long as they are not flagged as spam; however, due to the high volume of emails we receive, please give us several business days to look into your situation and respond. Also, when you do inquire about an order, make sure to include as much information as possible (full name, phone number, order number or reference number).
AIM customers may also contact us with questions using the screen name annickKFN. (We maintain the right to refuse IM’s written in Comic Sans)
Q: How do you handle backorders?
A: If you order an item that is out of stock, we will email you to discuss your options. If an item is temporarily out of stock, we will let you know when it will be available again. In these cases, we are unable to ship the items on the order separately unless you would like to pay separate shipping charges. If one of the items you ordered is permanently out of stock, we will email you to see if you would like to change the order to another item. If we do not receive a response within 3 business days, we will cancel and refund the item and ship any other items on the order.
Q: Why am I being asked to provide a copy of my credit card or pay with PayPal when I already used my credit or debit card to place the order?
A: If you live outside of the US and are placing an order for over $100 or an Express shipping order, please pay with PayPal. Likewise, if you live in the United States and place an order for over $200, please pay with PayPal. If you choose to pay with a credit card, we may contact you to request a PayPal payment or a copy of your card. Also, we reserve the right to request this information for any other order at our discretion. This policy is in place as a consumer protection as well as a protection for our company and the bands we work with.
Q: Do you wholesale your items to stores and is there a wholesale catalog?
A: Yes, we wholesale to stores and you may request a copy of our catalog. If interested or to request more information, please email firstname.lastname@example.org.
Q: Why is my country not showing up on the country list?
A: Due to the amount of fraudulent orders we have received, we have removed some countries from the country list. If your country does not appear on this list and you would like to place a non-fraudulent order, please email email@example.com to order through a customer service representative.
We reserve the right to refuse service to anyone, for any reason. We also reserve the right to cancel orders and issue refunds. We work hard to provide a positive shopping experience and will not tolerate abusive behavior or language directed at our employees. Be nice!