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.
How much will shipping cost?
You can find a quote for shipping costs in your CART. Just enter your Country, and Postal/Zip Code to see your quotes before checkout.
What company do you use to send orders?
All orders shipping from our North American warehouses use USPS to ship orders, with the exception of orders shipped from Montreal, Canada to Canadian locations, in which case we use Canada Post. 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 the last stop for your package before leaving North America. Depending on which shipping class you’ve chosen, it may appear that your order is stuck here, but in fact, it is en route to your International location.
Will my order be tracked?
It depends on which shipping option you choose before check out. Generally, though, when making orders for merchandise that ships from North America, there is at least one tracked option available to choose from before checkout. Orders shipping from the UK are NOT tracked, unless special arrangements have been made with customer service via email beforehand.
Do you offer next day/expedited delivery services?
We do currently offer expedited delivery services that are available for selection during the checkout process. Please note that ALL orders are subject to up to 1-3 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 us at firstname.lastname@example.org or by phone and we will do everything in our power to help facilitate your request.
Why is shipping so expensive to my country?
Our customers living in certain countries have experienced many problems receiving their products. For this and possibly other reasons, we only ship to these destinations using a secure, tracked service, which carries a higher cost than basic shipping. For more information, please refer to the "Shipping" section of the store found here: http://bigthief.store-08.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?
We suggest getting in touch with your local postal service provider in order to arrange for a special delivery or pick-up.
I have not yet received my merchandise, although the estimated delivery time has passed. Why?
Orders usually arrive within our shipping time estimates, but delays occasionally occur. The first thing to verify is the shipping address for your order. Please check the address for any typos or mistakes (eg. missing apartment number or postal code error) which may have caused delay. If your order includes tracking, we recommend following along closely for clues regarding the delay. If you did not choose a shipping service that included tracking, it will obviously be more difficult to locate, but if it becomes very late, feel free to let us know and we’ll do what we can to help you locate it, if possible.
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?
We do ship to most P.O. box locations from our store! 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 1-3 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 of 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 my order after it has been placed?
You can cancel your order if it has not shipped yet. Please email us and we’ll cancel and refund your order as soon as possible. If it’s already shipped, we can process a return for you, once you receive it.
Can I change my order after I have placed it?
If it has not shipped yet, we can probably modify your order. Please inform us as soon as possible what changes are necessary, 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 authorized twice, though only one transaction actually took place. If this second “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 ships out and 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 dispatched.
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://bigthief.store-08.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://bigthief.store-08.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 the 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.
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://bigthief.store-08.com/account/music
Which digital music formats are available?
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 atleast MP3 (320kbps) formt. Other digital formats available can 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 which 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 form of payment.
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 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.