»How do I contact customer service?
You can email customer service. Simply click the "Contact Us" tab above.
We look forward to helping you!
» Am I charged shipping for returns or exchanges?
If you are returning an item for a refund, please be aware that you will be refunded for the price of the item only. Original shipping charges and return shipping charges will not be refunded.
If you are returning an item for an exchange, you must include the appropriate return postage on the RMA Form.
Please also note that if you have received a damaged or defective item, you should not return it - please contact us first via email for further instructions. You can send us an email by using the "Contact Us" tab above.
» I received an item that I didnât order. What do I do now?
If you received the wrong item, please notify us and please describe the item you received. We ask that you do not return the item to us, but please hold on to the item for 10 business days. In some cases, we may ask the shipping carrier to collect the mis-shipped item and return it to us.
You can contact us by using the "Contact Us" tab above.
» What are your conditions for returning items?
For a refund of the purchase price, items must be returned within 30 days from the date of shipment. Item(s) must be returned in new condition, in original boxes (whenever possible), and with all paperwork, parts, and accessories to ensure full credit. Please note that shipping charges will not be refunded for returned merchandise.
» What if I received a defective item?
If your item appears to have a manufacturing defect (eg: misprinted logo, hole in fabric) please notify us via the "Contact Us" tab above. Please explain what is wrong with the item and remember to include your order number. We will happily replace it for you.
We ask that you do not ship defective merchandise back to us, as we are unable to reimburse you for the costs of return shipping. Instead, please hold on to any defective merchandise for 10 business days while your replacement item is being shipped to you. In some cases we may ask the shipping carrier to collect the defective item at our expense.
»When will my exchange item be shipped?
Most exchanges are shipped out within 2 weeks of the original item being received back at our warehouse. However, please understand that exchange processing times may vary depending on season and product availibilty. If we do not have your requested exchange item on hand, we may issue a refund for your returned merchandise instead. We will make every effort to fulfill exchange requests whenever possible.
Please note that we are not able to fulfill refund requests if the item requested costs more than the item being returned. Because we do not store our customers' credit card information on file, we are unable to charge your card for any difference in price. Please accept our apologies for any inconvenience this may cause.
»When can I expect my refund?
If you returned merchandise to our warehouse for a refund, you can expect your refund within 1 week of the item arriving back at our warehouse. Please be aware that it may take up to two billing cycles of your credit card statement to show up.
If you are awaiting a refund due to a shipping carrier claim (eg: for lost or damaged shipments), please understand that the claims process can vary based on the shipping carrier and the specifics of the claim. Most claims are resolved within 10 business days.
» Can I change my shipping address after my order has been placed?
Please use the "Contact Us" tab above to email customer service with your request for a change to the shipping address. We will be happy to change it for you, provided your order has not already been processed for shipment. Please include your order number in your email; and specify the new shipping address as well as the original shipping address, for security verification.
»How To Return/Exchange An Item
If you wish to return or exchange an item that you purchased from us, simply download the RMA Form at the following link:
www.totalfanshop.com/returns
Print off the RMA Form, fill in all appropriate information and ship your package to the address listed on the RMA Form.
»How do I cancel my order?
Unfortunately, we are not able to cancel orders for in-stock merchandise once the order has been received by our fulfillment center. We begin processing orders as soon as they are submitted, and while we hope that in most cases this expedited order processing works in your favor, we regret that it can make it very difficult to cancel orders before they ship.
If we are not able to prevent your order from shipping and you no longer wish to receive it, we recommend that you refuse the order when the shipping carrier attempts delivery. That way, the merchandise will be brought back to our fulfillment center at no additional cost to you. You will be refunded for the value of the merchandise as soon as it arrives back at our fulfillment center.
We can, in many cases, cancel your order for a pre-ordered or backordered item which is not currently in stock. Simply request the cancellation via email by using the "Contact Us" tab above.
»When will my backorder ship?
We make every effort to ensure that backordered items are returned to stock within 2-3 weeks. If you have an order for a backordered item which has been open for more than 3 weeks, please send us an email by using the "Contact Us" tab above.
In most cases, you can expect delivery between 3-7 business days after the item is back in stock.
» What methods of payment do you accept?
We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. You can also pay using PayPal or Google Checkout
»I don't have a credit card. How can I buy online?
Simply add the items you want to purchase to your shopping cart and then click CHECKOUT. Proceed through the checkout process. When you get to the PAYMENT section, select MAIL IN PAYMENT VIA MONEY ORDER and then click Next. The shopping cart will tell you detailed instructions on where to send your money order.
»Do you accept personal checks?
No. We only accept Money Orders payable in US funds.
»Can I get an autograph?
Unfortunately, we are not able to help you with any autograph requests. We are a company that handles the online store for your favorite artist. We suggest you contact the artist via their official website.
»Why is Total Fan Shop on my credit card?
Total Fan Shop is the official online store provider for your artist. We handle the entire online store operation, including charging your credit card for the purchase you made from your favorite artist webstore.
»When is my artist coming to my town?
Unfortunately, we only handle the online store operations for your favorite artist. For concert tour dates, we suggest you visit your artist main website.
»I have a problem or question about ordering Furthur Live CD recordings.
Furthur Live CD recordings are handle by a separate company and can be contacted via email only at service@gnomesandhobbits.com
You can also visit their official FAQ page at:
http://www.gnomesandhobbits.com/FAQ.html
