Nate Ruess Frequently Asked Questions
HOW DO YOU CALCULATE SHIPPING CHARGES?
HOW DO I TRACK MY ORDER AFTER IT SHIPS?
HOW DO YOU FULFILL PRE-ORDERS?
WHAT FORM OF PAYMENT DO YOU ACCEPT?
IS IT SAFE TO USE MY CREDIT CARD?
HOW DO I CREATE A STORE ACCOUNT?
HOW TO CHANGE AN ADDRESS OR CANCEL YOUR ORDER?
WHERE CAN I REVIEW A SIZE CHART?
HOW DO I CONTACT CUSTOMER SERVICE?
Due to increased capacity challenges that our shipping carriers are facing, the listed shipping timelines are our goal, but during this period please allow additional time for transit and tracking updates. We are working hard to get your orders out as quickly and safely as possible!
The majority of our in-stock orders will be processed within 1-3 business days (M-F), regardless of the shipping method chosen during checkout. However, some orders may experience slightly longer than normal processing times. We are processing all orders as quickly as possible and we will automatically notify you via email once your order has shipped.
PLEASE NOTE: During peak holiday seasons, weekends or high traffic promotions - processing orders may take additional time beyond the 1-3 business day window.
For US Orders:
In stock, non-pre-order items shipping to the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 7-10 business days to arrive.
For APO/Military Addresses:
Please expect an average transit time of 10-21 business days.
For International shipments (including Canada and Mexico):
International orders will be shipped international post (mail) and may 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 4-8 weeks for delivery. Unfortunately, at this time we are unable to provide tracking for international orders.
For Backorder Items:
If you do not receive your item(s) within the above time frames, one or some of your items may have been backordered, in which case we will ship the remainder of your order to you. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
Please note: For orders received over the weekend and on holidays, we aim to process them following business day.
HOW DO YOU CALCULATE SHIPPING CHARGES?
*If shipping to an 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. Taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
HOW DO I TRACK MY ORDER AFTER IT SHIPS?
You will receive a shipping confirmation email, along with tracking information once your US/domestic order has been shipped from our warehouse. If you have not received it within 24 hours after your order has shipped, please check your Junk Mail folder or reach out to us via our contact page for assistance. Also, you can review your order status by clicking the ORDER STATUS link at the footer menu of this page and enter your order number and associated email address for guest accounts.
Unfortunately, at this time we are unable to provide tracking for international orders or PO Boxes.
HOW DO YOU FULFILL PRE-ORDERS?
What is a Pre-Order?:
Pre-orders are orders taken prior to the official release of an album or product. Because we do not store credit card information, we will charge your account at the time you place the order.
When will my Pre-Order Ship?:
The scheduled release date of your items will be shown on both the details page and in the shopping cart.
We do our best to deliver your order on time, however if we experience delays, the product release date may change. Our Pre-Order items normally have a scheduled release date when they are initially announced, however due to unexpected changes in product production, warehouse operations, or other issues outside of our control (such as the COVID-19 pandemic) – the scheduled release dates are only estimated time-frames and not exact dates until the product is closer to being released. Please be aware that release dates are subject to change.
When will my Pre-Order Arrive?:
If you live in the U.S. and would like to receive your music on or around 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 3-6 weeks to get to you.
WHAT FORM OF PAYMENT DO YOU ACCEPT?
Please note that all prices listed in our store are in US Dollars.
We accept:
- American Express
- Master Card
- Visa
- PayPal
Payment by credit card or Paypal will be charged at the time of purchase.
We are not accepting cash, checks, money orders or Visa/MasterCard/Amex Gift Cards.
PLEASE NOTE: Mexico and Peru, we can only accept Paypal at this time, no credit 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.
The transaction will appear as "Warner Music Group, New York NY." on your credit card statement.
Please note: Because we do not store credit card information, we will charge your account at the time you place the order.
Yes. Sales tax will be charged for both US and *Canadian orders. The amount of your sales tax will be calculated and displayed during the checkout process.
*CANADIAN CUSTOMERS – You will be charged Canadian tax based on your jurisdiction at your time of purchase. Please be aware that you are still responsible to PAY DUTIES to the carrier at time of delivery.
HOW DO I CREATE A STORE ACCOUNT:
If you’d like to create an account to easily keep track of all of your order history and tracking details in one place, pleaseclick here. Please Note: setting up an account is optional. Regardless if you set up a Store Account, you will have a Guest Account by default. Guest Accounts can review order status by clicking the ORDER STATUS link at the footer menu of this page and enter your order number and associated email address.
HOW TO CHANGE AN ADDRESS 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/remove items. Once you receive your order in the mail, simply return any items you do not want by following ourreturns process.
PROMOTIONAL CODES/DISCOUNTS
Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined with any other promotion. we’ll do our best to accommodate your request! note: that we will not be able to add additional items, change sizes or cancel specific products
WHERE CAN I REVIEW A SIZE CHART:
All sizes are shown below in inches and may vary slightly by manufacturer:
Return Policy:
We offer returns for *most items within 30 days of receipt of shipment.
In order to receive a refund:
- Items must be in new condition and returned in proper packaging to ensure re-salability
- CDs, vinyl records, cassettes, and DVDs must be unopened and still in their plastic wrap.
- Clothing must be unwashed and unworn.
- To initiate a return, please review the following scenarios:
Unopened/Unused Items:
If you are returning unused or unopened merchandise, please email [email protected] with your order number and the name of product(s) you are returning and we will reply with instructions.
Defective or Damaged Items:
If your items are damaged or defective upon delivery, please email [email protected] to discuss a replacement or refund options. Please include the item name, order number and photo of the damaged item in your email.
Made to Order Items:
If an item says it is Made to Order, we will not be able to cancel, adjust, credit or exchange your order. These items are ordered and shipped directly from the manufacturer. Should you receive a defective item, please email [email protected]
Digital Media:
Due to the nature of digital media, these purchases are not refundable. If you are experiencing problems downloading your digital media, please click here to review or Digital Download FAQs.
Exchanges:
We unfortunately do not process exchanges. Please review the above Returns scenarios. Once your return is processed, feel free to come back and place a new order for your replacement item.
Undeliverable Returns:
If your order is returned back to us because of an incorrect address, we will not be able to resend it back to you. The order will be returned to inventory and you will be refunded for the order excluding any previous shipping charges. If you still require the order then you would need to place a new order via the online store using a correct address.
*Non-Returnable 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 digital media
- 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
- Undergarments
- Fragrances
Please note: Specific products may be non-returnable as well, check product description for details.
Processing Returns:
Credits will be applied to your account within 15 business days after we receive and process your return.
Please note original shipping and handling costs are not refundable and you will be responsible for all costs associated with returning the original shipment. We recommend using a carrier that offers tracking and insurance.
Returns Address:
WMAS eCommerce Returns/Gnarlywood
2081 Faraday Ave,
Carlsbad, CA 92008
Can I Download Digital Tracks to my Handheld Device, iPhone, or iPad?
You must first download the music to your computer then sync the device with your computer to add the music.
What quality or bit rate are the MP3/Digital File downloads?
Please check the product description for details on the specific bit-rates for your digital download. Some downloads we offerhave the option to choose different formats. In most cases MP3's generated from this store are usually 256K bit rate, a compression rate that balances manageable size for downloading and high quality audio.
What if my download process is interrupted?
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.
What if my download link doesn't work?
Please reach out to Customer Service through our Contact Us page, and we will make sure you get your music as soon as possible!
Can I return my digital purchase for a refund?:
Due to the nature of digital media, these purchases are not refundable.
.ALAC file downloads explained:
.ALAC is a digital download format associated to Apple Lossless Audio Codec (ALAC). These are hi resolution audio files used for storing digital music in lossless format without losing any sound quality from the original audio source (i.e. an original master studio or live concert recording).
Can I Download .ALAC files to my Handheld Device, iPhone, or iPad?
In most cases, Yes. These files are compatible with many digital music players and/or software. As they are larger files, they require more hard drive space than MP3s and FLAC ones.
FLAC file downloads explained:
FLAC (Free Lossless Audio Codec) is an audio coding format for lossless compression of digital audio (preserving the sound quality from original audio source, i.e. an original master studio or live concert recording) . Digital audio compressed by FLAC's algorithm can typically be reduced to between 50 and 70 percent of its original size and decompress to an identical copy of the original audio data, requiring less hard drive space than .ALAC files.
Can I Download FLAC files to my Handheld Device, iPhone, or iPad?
FLAC files require conversion to ALAC for iTunes playback, all other digital music players and/or software support them as they are.
For a list of compatible digital music playback software, please visit:
https://www.apple.com/us/search/alac?src=serp
How do I contact customer service?
Please reach out to Customer Service through our Contact Us page, and we will address your question as soon as possible!