Nate Ruess Frequently Asked Questions
ATTENTION
We're moving warehouses! There might be a slight delay in your shipment. Thank you for your patience!
I never received my confirmation e-mail after ordering/registering/shipment.
How do I contact customer service?
What forms of payment do you accept?
Is it safe to use my credit card?
How will the transaction show on my credit card statement?
How to Change or Cancel your order?
Note to International Customers
Why can’t I order perfume/fragrance?
Download Questions:
How do I download and play my music?
What if my download link doesn't work?
Can I download directly onto my handheld device (such as iPhone or blackberry)?
What quality or bit rate are the MP3 downloads?
How long does it take to download a track or album?
What if I forget to click the Download Now button right after I complete my order?
What if my download process is interrupted?
I have a "corrupt" file. What is the issue?
When will I receive my order?
In stock, non-pre-order items shipping to addresses within the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 7-10 business day to arrive. APO addresses have an average transit time of 10-21 days. International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.
Orders received over the weekend and on holidays will be processed the following business day. In most cases, your credit card will not be charged until the product is shipped. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
If you do not receive your order within the time frames above, please contact Customer Service using the form on the Contact Us page
I never received my confirmation e-mail after ordering/registering/shipment.
Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, go back to the store, navigate to the “Contact Us” page, and send us an email.
How do I contact customer service?
You can contact us at the “Contact Us” page or by email at [email protected] Unfortunately we are unable to assist via phone.
Pre-Order Merchandise
Pre-release ordering is available for select titles. These items will show a "Pre-Order" button when you add them to your cart. The release date of your items will be shown on both the details page and in the cart. We make every effort to ship pre-order products to arrive at US addresses on or before street date, but cannot guarantee a delivery date.
In most cases, when you place a pre-order, we will validate and authorize your credit card, which will show up on your bank statement. However, your card will not actually be charged until the product ships. If you see an authorization charge, that money has not been taken out of your account yet. Some pre-orders are charged at time of purchase.
Please be aware that you will need to keep an available balance to cover your purchase until the time of release, which in some cases can be many weeks. Should we not be able to obtain a valid reauthorization on a weekly basis, your order will be cancelled and you will be notified. If you still want the order after receiving a cancelation notification, you will need to place your order again with an available balance if the product is still available. Please note that we will not be able to reinstate your original order after it is canceled. If you would like to avoid this reauthorization process, we suggest you use PayPal as your method of payment.
If you are paying for the pre-order with PayPal, we are required by PayPal to charge your account right away.
If you live in the U.S. and would like to receive your music on or about release date, please place your order no later than 10 days before the scheduled release date. International orders will not arrive by the US release date and may take an additional 3-4 weeks to get to you. International shipments including Canada and Mexico are sent by the United States Postal Service Economy and may be held by your local Customs Authority for an additional 10-14 days depending upon the customs laws in your country. Therefore, it is best to allow 4-5 weeks for delivery.
Please be aware that release dates are subject to change.
What forms of payment do you accept?
Please note that all prices listed in our store are in US Dollars.
We accept PayPal, Visa, MasterCard and American Express in most countries. We are not accepting cash, checks or money orders at this time. In most cases, your credit card will not be charged until your order actually ships. If you are paying with PayPal, you will be charged at the time of purchase.
PLEASE NOTE: Mexico and Peru, we only accept Paypal at this time, no credit cards.
Once your order is placed, our system checks with your credit card company to confirm funds are available, this is an authorization only, not a charge. Authorizations will be removed in approximately 3-5 days depending on your financial institution. You will only be charged once your order ships
If you use a debit card to pay for your order, please keep in mind that most items are billed when shipped and funds must be available in your account at that time.
We are very sorry but we do not accept Visa, MasterCard or American Express Gift cards.
Is it safe to use my credit card?
Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet. We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.
How will the transaction show on my credit card statement?
The transaction will show as "Warner Music Group, New York NY."
How do I create an account?
If you’d like to create an account, please click here.
If you’re looking to create a webstore account, go back to the store and click on the “Login” link on the top right of the page, then the “Register Now” link, and then follow the instructions.
What if I forgot my password?
If you forgot your password click here: Forgot Password. If for some reason you still have trouble logging in, let us know by contacting Customer Service.
How to Change or Cancel Your Order?
We make every effort to fulfill orders as quickly as possible. Once you have submitted your order we begin processing your order immediately and we cannot cancel, make address edits or add items. Once you receive your order in the mail, simply return any items you do not want by following our returns process.
If you purchased your album via Strobe, all sales are final.
Sales tax
The amount of your sales tax will be calculated and displayed during the checkout process.
Size Chart
All sizes are shown in inches and may vary slightly by manufacturer:
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Men's/Unisex |
XS |
S |
M |
L |
XL |
XXL |
XXXL |
|
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Width |
19.5 |
20.5 |
21.5 |
22.5 |
23.5 |
24.5 |
25.5 |
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Length |
25.5 |
26.5 |
27.5 |
28.5 |
29.5 |
30.5 |
31.5 |
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|
Junior's |
XS |
S |
M |
L |
XL |
XXL |
||
|
Width |
17 |
18 |
19 |
20 |
21 |
22 |
||
|
Length |
21.5 |
22.5 |
23.5 |
24.5 |
25.5 |
36.5 |
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Men's/Unisex |
YM |
YL |
S |
M |
L |
XL |
XXL |
XXXL |
|
Width |
18 |
19 |
18 |
20 |
22 |
24 |
26 |
28 |
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Length |
24 |
25 |
28 |
29 |
30 |
31 |
32 |
33 |
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Men's/Unisex |
XS |
S |
M |
L |
XL |
XXL |
XXXL |
|
|
Width |
16.5 |
18 |
20 |
22 |
24 |
26 |
28 |
|
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Length |
27.5 |
28.5 |
29.5 |
30.5 |
31.5 |
32.5 |
33.5 |
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Men's/Unisex |
XS |
S |
M |
L |
XL |
XXL |
XXXL |
|
|
Width |
17 |
18 |
20 |
22 |
24 |
26 |
28 |
|
|
Length |
26 |
28 |
29 |
30 |
31 |
32 |
33 |
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Women's/Junior's |
XS |
S |
M |
L |
XL |
XXL |
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|
Width |
14.5 |
15.5 |
16.5 |
17.75 |
18.75 |
20.25 |
|
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Length |
14.75 |
25.5 |
26 |
26.5 |
27.25 |
28 |
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Women's/Junior's |
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Slim Fit T |
XS |
S |
M |
L |
XL |
XXL |
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Width |
15 |
16 |
17 |
18 |
19 |
20 |
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Length |
24 |
25 |
26 |
27 |
28 |
29 |
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How Do You Calculate Shipping?
|
Single Item - Domestic |
$6.99 |
|
2 or More Items - Domestic |
$10.99 |
|
International |
$12.99 |
Please note that addresses outside the United States may have additional handling fees applied to the order as well. You will also be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
All orders that contain posters, please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.
Shipments to addresses within the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 7-10 business day to arrive. If placing an order for a product with a release date in the future, your domestic order will ship to arrive on or about release date. APO addresses have an average transit time of 10-21 days. International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.
Shipments are processed Monday-Friday within 24 business hours of the order being placed. All orders placed on Friday will dispatch the following Monday (excluding holidays). Transit time includes weekdays only and does not include weekends or holidays. Your credit card will not be charged until the product is shipped. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
Returns
If you have received damaged, defective or incorrectly shipped merchandise, please return the product within 30 days of receipt following the Return Instructions below. Please Note: On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment.
Please note: exchanges for limited edition items (such as colored vinyl, signed items, numbered editions, etc.) are subject to available inventory at the time of the receipt of the exchange. If your item is a CD or vinyl release, it must not be opened and remain sealed in its plastic wrapping to qualify for a refund or exchange. If we no longer have these limited items in stock you will be automatically given a refund.
Please include the following with your return:
- Your mailing address
- Your phone number
- Order confirmation number
- What you are returning and reason why
We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.
Mail to:
WMG Returns c/o Direct Shot
2001 Commerce Parkway,
Dock Doors 71-75,
Franklin, IN 46131
Once your return has been received by us, we will credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.
Unfortunately we do not handle direct product exchanges due to fluctuating inventory, however if you follow the returns instructions provided above you will be able to reorder the item you wish to exchange when your return is processed. You will later get a confirmation email after your return is processed. At this time please come back and reorder the item you wish to replace from our available stock.
Non-Returnable Items
Unfortunately, we cannot accept returns on the following items:
- Any apparel item that has obvious signs of use
- Any CDs or vinyl records that have been opened (taken out of its plastic wrap) unless it is defective
- Downloadable media or software products
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
- Any product missing the serial number or UPC
- "Final Sale" items
- Fragrances
Please note that some items are non-returnable. Please check product description for details.
Backorders
In the event a product that is ordered becomes unavailable due to lack of inventory (“backordered”), you will receive a backorder notification that is automatically generated from our system. Your credit card will be authorized in the amount of the item and will appear in your bank account as a Pending transaction; however, this is not a charge. You will not be charged until your order actually ships to you (unless you have paid via Paypal, in which case you were charged in full at the time of purchase). Until the item comes back in stock, you credit card will undergo the authorization process on a weekly basis. During this process, there may be times in which it appears as though you are being double-billed; however, this is not the case and the first authorization will be automatically removed from your account within several days.
Should you wish to cancel an order containing a backordered item, please feel free to contact our customer service team to make this request.
Gift Orders
If your order is a gift order and the gift recipient wishes to return or exchange it, they may do so for any reason within 30 days of receipt. Upon our receipt of the returned product, we'll be happy to give credit for the cost of the item(s) returned and any associated sales tax to the credit card account originally charged. The sender will only be responsible for the return shipping costs. At the time of the exchange request, our Customer Service Department will be happy to help the gift recipient with a replacement order or store credit. Please read Return/Exchange Instructions.
A Note To International Customers
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
Promotional Codes
Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.
PIN Code Redemption Orders
If you received a PIN Code and you are having problems redeeming, please check the below before contacting Customer Service.
- If you typed in your code- please check that you are properly entering the number "0", the letter "O", the number "1" or the letter "l" and the number "5"
and the letter "S". - If you cut and pasted your code from an email-be sure you have not picked up any extra spaces at the end.
Music products redeemed by PIN Codes are subject to release date.
Why can’t I order perfume/fragrance?
Certain items considered hazardous materials include aerosols and alcohol-based products (e.g., perfume and fragrance) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. Regrettably, these items cannot be shipped to Alaska, Hawaii, or Puerto Rico, APO/FPO addresses, or International.
Q. How do I download and play my music?
1. Click The Download Link
Once your order has been completed, you will be sent to the order confirmation page. Below your Order Confirmation number, you will see a Downloads section, and a link to "Click to Download"
You will also receive an Order Confirmation E-mail with your download link, which will have the link where it says "Your digital download is available"
Clicking this link will download the Zip folder onto your computer. This may take a few minutes to finish (or longer for a Video or HD file).
2. Unzip
Once the download has completed, located the folder on your computer (Most likely this will automatically go into your Downloads folder if you don't choose a different destination).
Note: this is a Zip file that will need to be unzipped. If you don't have the software for this, you can download WinZIP or 7-Zip for Windows, or Zipeg for Mac.
On a PC: You can right-click on the Zip folder, choose extract all. Or open in your Unzip utility.
3. Play
You can Double click the Song(s) to open in your default music program (iTunes or Windows Media Player). You can also open the program and drag the tracks in to play them or add to your library.
If you purcahsed a HD or Flac download, iTunes and Windows Media Player do not support this format. We reccomend VLC Player, which supports all music and video file formats. You can Download VLC for free here.
Q. What if my download link doesn't work?
A. Please reach out to Customer Service through our Contact Us page, and we will make sure you get your music as soon as possible!
Please Note: if you ordered a product with a future release date, you will not receive the download link immediately. You will receive an email with the download link on the release date. You can see the Release Date on your order confirmation.
Q. Can I download directly onto my handheld device (such as iPhone or blackberry)?
A. No, we apologize, but at this time we do not support this download option. You will need to download your tracks onto a computer and import them onto your handheld device. Consult the FAQ's for your specific device for help on importing the tracks.
For an iPhone, iPad, or iPod: You can first download the music to your computer, open the MP3's in iTunes, then sync the device with your computer to add the music.
Q. What quality or bit rate are the MP3 downloads?
A. MP3's purchased from this store are 256K bit rate, a compression rate that balances manageable size for downloading and high quality audio.
Q. How long does it take to download a track or album?
A. This will depend on your connection speed, the file size of the track and Internet traffic.
Standard estimates for downloads:
Single download: Less than one minute - several minutes
Album download: 1 - 15 minutes
*Music Videos and HD albums can be very large files and take longer to download, up to an hour
Q. What if I forget to click the Download Now button right after I complete my order?
A. You will receive an e-mail order confirmation that will have a link.
Q. What if my download process is interrupted?
A. If the track download is interrupted for any reason (i.e. knocked offline, hit wrong button), you can return to the original Download Now link and start the process over.
Q. I have a "corrupt" file. What is the issue?
A. The file may be corrupt because it did not fully download. Please download the music file again.
Q. What if my file is "damaged"?
A. If the file is damaged or you receive an error message, we will work with you to resolve the issue and provide a proper file. Before contacting customer service, please consider disabling any firewall programs and attempt to download again. If you continue to have issues, please reach out to Customer Service through our Contact Us page with specific details about your issue and list the email address used to obtain it.
A. This is a standard Microsoft warning which will appear whenever you download any file from the internet. It is a way to confirm that you are purposefully downloading a file, as opposed to clicking on an unknown link.