DELIVERY INFORMATION & COSTS
How long will my order take to arrive?
Delivery times vary based on the Warehouse from which your order is shipping as well as the selected delivery service and shipping destination. For more detailed information, please consult the shipping link at the bottom of the store page. Please note that due to fluctuating restrictions put in place to combat the COVID-19 pandemic, processing times and/or shipping delays could be longer than expected.
What are the shipping costs?
You can find a quote for shipping costs in your virtual cart. Just enter your Country, and Postal/Zip Code to see which shipping options are available before checkout.
What shipping companies do you use?
All orders shipping from our North American warehouses are shipped with USPS, with the exception of orders shipped from Montreal, Canada to Canadian addresses, in which case we use Canada Post or UPS. Orders shipped from Shropshire, United Kingdom ship worldwide using Royal Mail.
International Order – My tracking says the item is in Jamaica, NY. What does this mean?
This is a USPS International Distribution Center. Many packages scan there before departing for International locations. Depending on which shipping class you’ve chosen, it may appear as though your order is stuck there, but in fact, it is en route to your shipping address. Depending on your location and which mail class you selected, you may be able to get information from your local postal service by providing them with the USPS label number once it arrives in your country.
Will my order be tracked?
Some services we offer are tracked and some are not. Generally, when ordering merchandise that ships from North America, there will be at least one tracked option available to choose from before checkout. You can track such packages on usps.com and, depending on your location, you may also be able to get tracking information from your local postal service by providing them with the USPS label number once it arrives in your country. By default, orders shipping from the UK are NOT tracked. To request a tracked service from the UK warehouse, please contact customer service before finalizing your order.
Do you offer next day/expedited delivery services?
We offer expedited delivery services that are available for selection during the checkout process when ordering from the North American warehouses. Please contact customer service before completing your order if you’d like an expedited service that is not displayed. Please note that all orders are subject to 1-5 business days in processing time before dispatch so a true guaranteed next-day delivery option is not available. If you are in urgent need of receiving an order, please contact customer service and we will inform you of what options are available.
Is there a signature required for delivery?
Generally, there is no signature required for delivery using the services available on the website. However, if you are worried about package theft, for example, it is possible to add this feature to some delivery classes for a small surcharge. Depending on your situation, it might be a good idea to add this service since there is no insurance against package theft once an order has been successfully delivered. If you'd like to have a signature required, please contact us before you complete your order and we'll be happy to provide you with more information. If you'd prefer to make the order right away, we may still be able to add the signature requirement after you’ve done so. Please be sure to leave a note in the field provided after checkout indicating your request to add this service and also email us with your order number right away so we can try to catch your order, facilitate payment for the added service and make the necessary modifications before the fulfillment team dispatches your order. Please note that due to the restrictions currently in place to combat the Covid-19 Pandemic, some shipping companies are not taking signatures. An alternate option when shipping using USPS is the “Hold For Pickup” service. If you’re interested in this service, please contact customer service before completing your order.
Why is it so expensive to ship to my country?
When shipping to certain countries there is a relatively high risk of packages getting lost, damaged, or stolen. Therefore, we generally do not ship without insurance when shipping to these locations, which makes for a higher postage cost than if we ship with an uninsured service. For more information, please refer to the "Shipping" section of the store found here: http://store.teganandsara.com/shipping/
Which warehouse will my order ship from?
The shipping origin will be displayed within the product description and also in your shopping cart prior to check-out. This information will also be shown in your receipt and shipping confirmation email.
I'm not at home during the day. How can I get my goods?
Generally, these orders are delivered by your local mail carrier and would be dealt with and handled in the same way as your other mail. A signature is not required for delivery unless specifically requested by the customer in advance of making the order. There are no guarantees against theft after delivery, so if it’s a problem for your package to be delivered when you are not home, we suggest having it shipped to an alternate, more secure location or requesting a signature required or hold for pickup service. Please note that due to the COVID-19 Pandemic, signature requirements may not be enforced by your local postal service at this time. Hold for Pickup service may be a better option.
I have not yet received my merchandise, although the estimated delivery time has passed. Why?
Most orders are successfully delivered within the estimated timeframe, but delays do occasionally occur. Please note that exceptions are much more common at this time due to the current restrictions in place to combat the Covid-19 Pandemic. Consequently, any guarantees regarding delivery standards or shipping times are suspended by the shipping companies
If your order is delayed please check the shipping address to make sure it is complete and accurate. Common mistakes include missing apartment numbers or inaccurate postal codes. If you selected a shipping service that includes tracking, we recommend following along closely for clues regarding the delay and signing up for email or SMS updates. If you did not choose a shipping service that included tracking, we would not be able to determine it’s location. However, if it becomes very late, feel free to contact customer service and we’ll provide any information we can to help.
Do I have to pay a customs duty for goods that I order from the store?
This is entirely at the discretion of the customs agency in your country and completely out of our control. You are responsible for any and all customs taxes or tariffs, as applicable to your country, at the time of delivery.
For most lower cost orders, (e.g. 1 t-shirt, 1 CD, 1 vinyl, etc.) you will be charged no additional duties upon delivery. For higher value orders, you may be required to pay import duties and/or taxes based on the laws of your residing country before delivery takes place.
What does "VAT" mean?
“VAT” means Value-Added Tax. This is a tax included in the purchase price of all orders shipping from Shropshire, United Kingdom to locations in the EU.
Can I send my order as a gift?
We do not currently offer any specialty gift wrapping services from our store but you may ship to a different address than your listed Billing Address. If you are shipping to an address listed differently than your billing address on file, we encourage you to reach out to our customer service email at email@example.com to avoid any potential delays in processing times.
Can you ship your products anywhere?
Unfortunately, we do not ship to certain countries due to the poor reliability of the local postal service or the high amount of fraudulent orders received. If your country is not available in the drop-down menu at the top of the store, we, unfortunately, cannot ship there.
Do you ship to P.O. boxes?
For orders shipping within North America, using USPS or Canada Post, delivery to their respective PO Box addresses is available. Please include a contact phone number in the “additional notes” as this is often required when shipping to a P.O. Box.
What are order processing times?
Please allow 1-5 business days for order processing before shipment. If your order is last minute and needs to be rushed, please send us an email as soon as you order and we’ll inform you of any solutions possible. Also, please inform us as such in the “additional notes” of your order in the space provided after checkout.
Can you send me a receipt for this transaction?
Yes. We will send you a receipt by email as soon as your order has been placed. If you’ve made an order, but have not received a receipt, please check your spam/junk folders, as it may have inadvertently gotten filtered as junk. If it’s not there, please email us with your order number or account number, and we’ll investigate and make sure you get your receipt. It is also possible that you made a typo on the email address you provided to us, which is why the receipt never got to you.
Can I cancel or modify my order after it has been placed?
You can cancel or modify your order if it has not yet been processed at one of our fulfilment centres. Please email us and we’ll cancel and refund your order as soon as possible. If it’s too late to cancel the order, we can facilitate a return for you, once you receive it.
Can I change my order after I have placed it?
If it has not been processed yet, we can possibly modify your order. Please inform us as soon as possible with your request and we’ll act accordingly.
I only made one order, but it looks like I've been charged twice!
If you’ve only received one order number, but your card appears to have been charged twice, it’s likely that the transaction was pre-authorized on your credit card twice, though only one transaction actually took place. These items in your account often say "pending". If this second pending pre-authorization does not disappear within a couple of days, please let us know and we’ll investigate further.
I entered the shipping address incorrectly or ordered the wrong items. What do I do now?
Please contact us as soon as possible with any corrections necessary, so that we may catch your order before it gets processed so we can make the changes.
I ordered a pre-order item along with other merchandise. Why haven't I received anything?
It’s possible that all of your merchandise will ship at the same time as the pre-order merchandise. Please check your receipt and if there are any questions, please contact us.
The item I wanted is not listed online. Why?
It’s probable that this item is not available. It might be sold out, permanently or temporarily. Please contact us if you require further information.
What should I do if part of my order is missing?
Please check your receipt(s). It’s possible that your order is shipping in two shipments, or from multiple warehouses. This information should be shown in your receipt. You can also check the status of your order by logging into your account.
I think I accidentally ordered the same thing twice. What should I do?
Please contact us as soon as possible. We can cancel or modify any order, as long as it has not been processed.
How do I know if my order has gone through OK?
Very shortly after you’ve made your order, you will receive an order confirmation email (receipt), to the email address you used to create that order. If you received no such email, please contact us with any pertinent information and we’ll investigate further.
EXCHANGE AND RETURN POLICY
I received a shirt but I don't want it anymore. How do I return an item for a refund?
Please fill out a return form, and mail back the shirt to the same warehouse it shipped from. The address is on the form. You can email us for a return form and details, or download one from the store site. You can find the download links in the CONTACT section, found at the bottom of the store site. Be sure to choose the form corresponding to the location the item shipped from. You can find the contact section at this link: http://store.teganandsara.com/contact/
My shirt doesn't fit! How do I return it for exchange?
Unfortunately, we do not handle direct product exchanges due to fluctuating inventory and accounting concerns. If you would like to "Exchange" an item for another item, please place a new order for the item desired and return your original item back to us using the above return instructions. Once your returned item has been received by our warehouse you will receive a refund for the full original item cost, not including shipping and handling. For more general information, please refer to our return/exchange policy in the CONTACT section here: http://store.teganandsara.com/contact/
We generally only facilitate returns for items purchased directly from us, at the online store. However, if we sell the exact same item you’ve purchased, and we have the size you need, we may be able to help. Please email us with your issue and we’ll act accordingly.
I have received a faulty item. What do I do?
Please send pictures and video (if applicable) of the item, indicating the damage, to firstname.lastname@example.org. Our customer service agents will assess the damage and offer a solution.
I have received an incorrect item. What do I do?
Please email us with your order number and pictures of the item you received, and we’ll sort it out for you.
I returned an item to your warehouse two weeks ago. Have you received it yet?
It’s possible, though we will normally contact you as soon as possible after it’s arrived back. It’s best to ship with a trackable service and to let us know the tracking number as soon as you send it. That way, we can follow it’s progress and prepare accordingly, making sure that any actions necessary on our part are done as quickly as possible. If it seems that the package should have arrived, but we have not contacted you, feel free to shoot us an email and we’ll check with our staff regarding its return.
When will I receive my refund?
Any refunds for returned merchandise are done as soon as possible following receipt of the item(s). However, it may take a few business days after we’ve issued a refund for the funds to actually appear in your account.
What should I do if my goods were damaged in transit?
Contact us with any photos and information you can, and we’ll get back to you as soon as possible.
The paper vinyl sleeve is creased? Can I get this replaced?
Generally, no. As they are made of paper and exist merely to protect the vinyl from scratches and dust, we do not offer replacements for creased sleeves.
My vinyl jacket has a seam-split. Can I get a replacement?
We do our best to assure that your vinyl reaches you in the best possible condition. However, due to the nature of the product (vinyl disc inside cardboard jacket) and the fact that these are being handled and transported worldwide small corner dings and minor seam splits do sometimes occur on the cardboard jacket. If you're a collector who requires mint condition jackets we recommend picking up these releases from your local record store, as we regrettably cannot guarantee against this type of transport damage. You may also feel free to contact us before making your order if you’d like us to open the record and ship the disc outside the jacket. The disc itself will lack the protection of the jacket, but there will be less chance of seam-splits occurring to the jacket during transit.
I ordered a digital album. Where is my music?
Purchased digital music can be found in the My Music section of your online store account. This can also be accessed at the following link while logged into your store account: http://store.teganandsara.com/account/music
Which digital music formats are available?
The availability of different digital formats varies from product to product. This information can be found in each product’s notes as well as your My Music section once the digital music has been purchased. All digital music is available in MP3 (320kbps) format. Other digital formats available may include FLAC, WAV, AIFF, ALAC.
Do you have a size guide?
Yes, sizing guides are available for most store garments and select accessories. If a sizing chart is available for your product it can be found on the "Sizing" tab of the product page.
Can I order items that are 'Out of Stock'?
No, you cannot order an item that is out of stock but you can email us to find out more details about future availability. We’ll do our best to help!
How can I pay for my order?
We accept both credit card and Paypal at checkout. For all locations, VISA and MasterCard are accepted forms of payment. Debit-style or pre-loaded cards are not accepted, however.
I have an American Express or Discover card. Can I use this to checkout on the store?
If you wish to pay via American Express or Discover card, you can do so by using the store's Paypal Checkout. At checkout step for Payment Method, select the Paypal checkout and press continue. This will redirect you to Paypal. You can then select "Pay with Debit or Credit Card". This will then bring to the Paypal Guest Checkout screen. From here, you can enter credit card details and complete payment. The Paypal Guest Checkout allows for Credit Card purchases to be made with Visa, Mastercard, Discover, or AMEX.
Can I pay with a Visa or Mastercard debit card or other pre-loaded/pre-paid cards?
No, debit cards are not accepted forms of payment.
When is my card charged?
At the time your order is placed, we will attempt to authorize your credit card with your financial institution. If your financial institution indicates that they are unable to authorize your credit card, then you will be emailed a credit card authorization failure notification. Please note that your order will not have been successfully processed if a credit card authorization failure occurs.
During a pre-sale, when is my card charged?
Your card or PayPal will be charged at the time of checkout.