triggerGOOG();
triggerFB();

HELP

COMMON QUESTIONS AND ANSWERS

IF YOU HAVE OTHER QUESTIONS CONTACT US BELOW

KW@UMGSTORES.COM


CAN I MODIFY OR ADD ITEMS TO MY ORDER?

WE CANNOT MODIFY THE CONTENTS OF ANY ORDER AFTER IT HAS BEEN PLACED. THIS INCLUDES PRODUCT, SIZES, COLORS, OR OTHER VARIANTS. IF YOU WISH TO CHANGE THE SIZE OR ADD ADDITIONAL ITEMS TO YOUR ORDER, WE ADVISE THAT YOU CONTACT US TO CANCEL YOUR ORDER AND PLACE A NEW ORDER WITH THE CORRECT ITEMS.


CAN I CHANGE THE SHIPPING ADDRESS ON MY ORDER?

WE ARE ONLY ABLE TO MODIFY/UPDATE THE SHIPPING ADDRESS FOR AN ORDER BEFORE IT HAS SHIPPED. PLEASE NOTE THAT WE CAN ONLY CHANGE ADDRESSES TO THE SAME COUNTRY TO WHICH THE INITIAL ORDER WAS PLACED. IF YOU NEED TO MODIFY THE SHIPPING ADDRESS ON YOUR ORDER, PLEASE CONTACT US.


CAN I CANCEL MY ORDER FOR A REFUND?

IF YOU ORDER DURING TICKET ACCESS PRE-SALE YOUR ORDER CANNOT BE CANCELED. UNDER NO CIRCUMSTANCE WILL THE PORTION OF YOUR ORDER CONTAINING A DIGITAL ALBUM BE REFUNDED. IF YOUR ORDER HAS NOT BEEN SHIPPED, WE MAY BE ABLE TO CANCEL IT. CONTACT US RIGHT AWAY WITH YOUR ORDER NUMBER - CANCELLATIONS ARE IRREVERSIBLE ONCE THEY HAVE BEEN EXECUTED. ONCE CANCELED AND REFUNDED, ALLOW 3-10 BUSINESS DAYS FOR YOUR TRANSACTION TO PROCESS. ADDITIONALLY, REFUNDS CAN ONLY BE RETURNED TO THE ORIGINAL ACCOUNT WITH WHICH THE ORDER WAS PLACED.


 

CAN I RETURN OR EXCHANGE MY ORDER?

WE ARE ONLY ABLE TO PROCESS A RETURN OR EXCHANGE REQUEST WITHIN 60 DAYS FROM THE DATE YOU RECEIVE YOUR ORDER. WE ARE UNABLE TO ACCOMMODATE ANY REQUESTS FALLING OUTSIDE OF THESE GUIDELINES. ALL ITEMS MUST BE RETURNED IN THEIR ORIGINAL CONDITION WITH TAGS ATTACHED AND MUST NOT BE WASHED, WORN, OR ALTERED IN ANY WAY. WE ARE UNABLE TO ACCEPT RETURN OR EXCHANGE REQUESTS FOR ANY LIMITED EDITION, CLEARANCE, OR SALE ITEMS. YOU ARE RESPONSIBLE FOR THE COST OF A RETURN OR EXCHANGE SHIPMENT IF YOU RESIDE OUTSIDE OF THE US.


 

WHAT IF I TYPED MY EMAIL ADDRESS IN WRONG?

WE WILL NEED TO LOOK UP YOUR ORDER ON FILE, PLEASE CONTACT SUPPORT WITH YOUR NAME AND SHIPPING ADDRESS FOR VERIFICATION.


WHEN WILL MY ORDER SHIP AND HOW LONG WILL IT TAKE TO ARRIVE?

ALL ORDERS ARE PRE-ORDERS AND WILL BE SHIPPING IN APPROXIMATELY 10-12 WEEKS FROM ORDER DATE.

ORDERS WITHIN THE US NORMALLY TAKE 3-7 BUSINESS DAYS TO ARRIVE AFTER BEING SHIPPED

INTERNATIONAL ORDERS NORMALLY TAKE 2-4 WEEKS TO ARRIVE AFTER BEING SHIPPED. NOTE THAT YOU MAY NEED TO RETRIEVE YOUR PACKAGE FROM YOUR LOCAL CUSTOMS OFFICE.


WHY DOES MY TRACKING NUMBER SAY IT DOESN’T EXIST OR IS IN ‘PRE-SHIPMENT’?

ON BEHALF OF THE POSTAL CARRIER, PLEASE ALLOW 1-3 BUSINESS DAYS FOR YOUR TRACKING INFORMATION TO UPDATE. IF YOUR TRACKING INFORMATION HAS NOT UPDATED AFTER THIS TIME, PLEASE CONTACT US AND WE WILL INVESTIGATE.


WHAT IF I NEVER RECEIVED THE DIGITAL DOWNLOAD LINK?

PLEASE CONFIRM THE EMAIL ADDRESS ON YOUR ORDER SO WE CAN VERIFY. WE WILL THEN RESEND YOUR DOWNLOAD LINK AS SOON AS POSSIBLE. IN THE MEANTIME, THE DOWNLOAD LINK MAY BE CAUGHT IN YOUR SPAM FOLDER, PLEASE LOOK FOR AN EMAIL TITLED "YOUR DIGITAL DOWNLOAD LINK"


WHAT IF I DON’T HAVE A MAC/PC TO DOWNLOAD THE MUSIC?

DUE TO LIMITATIONS OF IOS, MP3S CAN NOT BE DOWNLOADED DIRECTLY TO YOUR DEVICE - ONLY STREAMED. TO ADD YOUR MP3S TO YOUR DEVICE, PLEASE CONNECT TO A MAC OR PC TO TRANSFER THE FILES TO YOUR IOS DEVICE. FOR MOST ANDROID DEVICES, ZIP FILES ARE SUPPORTED.



HOW DO I TRANSFER THE MUSIC TO ITUNES OR MULTIPLE DEVICES?

FOR PC/MAC USERS - DRAG THE FILES TO YOUR ITUNES LIBRARY. CONNECT YOUR MOBILE DEVICE AND SYNC.

WHAT FORMAT IS THE DIGITAL DOWNLOAD IN?

FILES ARE 320 KBPS MP3.


HOW DO I LISTEN TO MY PURCHASED MUSIC?

YOU ARE ABLE TO PLAY THE DOWNLOADED TRACKS THROUGH THE PLAYER OF YOUR CHOICE.


WHY HAVE I BEEN CHARGED TWICE?

SOMETIMES ERRORS CAN OCCUR WHEN PURCHASES ARE MADE WHICH CAN PREVENT THE TRANSACTION FROM BEING PROCESSED CORRECTLY. IF THE CHARGE IS PENDING IN YOUR ACCOUNT, PLEASE ALLOW 3-4 BUSINESS DAYS FOR THIS TRANSACTION TO REVERSE. IF THIS CHARGE DOES NOT REVERSE AFTER 3-4 DAYS, PLEASE CONTACT US AND WE WILL BE MORE THAN HAPPY TO ISSUE A REFUND.


HOW LONG WILL IT TAKE FOR MY MONEY TO BE REFUNDED FOR MUSIC PURCHASES?

IF THE REFUND YOU ARE EXPECTING IS A CREDIT CARD REFUND, YOU CAN EXPECT TO SEE THE MONEY IN YOUR ACCOUNT WITHIN 3-10 WORKING DAYS.

OTHER QUESTIONS? PLEASE INCLUDE YOUR ORDER NUMBER: 

KW@UMGSTORES.COM