Contact Us / FAQ
FAQs FOR MERCHANDISE
FOR ANY QUESTIONS, PLEASE CONTACT:
ANSWERS@THECONNEXTION.COM
Purchasing from this website means you agree to buy solely for your own account, and not to resell or distribute.
WHEN WILL MY MERCH ORDER SHIP OUT?
Most orders of in-stock merchandise ship out within 72 business hours following order placement.
If you purchased a pre-order item, it will ship out the week of release date. Any items purchased with a pre-order will not ship until the pre-order ships. If you wish to receive your non pre-order items sooner, please place them on a separate order.
WHEN WILL MY SPOTIFY FANS FIRST ORDER SHIP?
Spotify Fans First orders are pre-order items that will generally ship in line with the album release.
WHEN WILL I RECEIVE MY MERCH ORDER?
USA Domestic orders:
5-10 business days for delivery
International orders:
2-6 weeks. 2 weeks is normal, though Customs can cause delays which are out of our control.
*International orders are also sometimes subject to customs fees and VAT taxes that you pay to your government. Please be prepared to pay these fees and taxes when picking up your package. For questions about fees and taxes in your area, please contact your local post office.*
For any questions about your order please email us at answers@theconnextion.com
WHEN WILL I RECEIVE TRACKING FOR MY MERCH?
USA Domestic orders:
When your order ships you will receive an email with your tracking number included.
International orders:
Cannot be tracked, therefore we can not refund an order even if reported as "lost" or "stolen". This rarely happens - usually your package is just tied up in Customs.
CAN I RETURN MY MERCHANDISE?
Yes, please follow these instructions:
Any unopened/unworn item shipped to a USA destination can be returned for any reason within 30 days of the shipping date
* Defective items can only be replaced by the same item.
* Wearables may be returned only if they are in new condition (unwashed and unworn).
* Please include a note clearly stating what you want to happen and include your order number or a copy of the original invoice.
* Shipping and Handling fees can not be refunded
* Within 2 weeks of receipt of your return, you can expect to receive a credit for the returned item(s).
* Send Merchandise returns to:
The ConneXtion / DUALTONE Returns
9029 Molly Lane
Unit C
Anacortes WA 98221
**Please include theconneXtion in the sender address to avoid having your return shipped back to you.
CAN I EXCHANGE MY MERCHANDISE FOR SOMETHING ELSE?
Yes, an exchange is a 2 step process:
- Return the original purchased item, per the instructions above under the heading: "Can I return my merchandise?"
- Place another order for the item you prefer to have.
WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.
WILL I BE CHARGED A CUSTOMS FEE FOR MY ORDER?
All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as “Gift” on customs forms.
CAN I PLACE AN ORDER AND PICK IT UP AT YOUR WAREHOUSE?
Sorry, no. All orders must be shipped.
WHAT DO I DO IF I PURCHASED SHIPPING PROTECTION AND NEED TO FILE A CLAIM?
Simply go to our claims page HERE to begin the process.
HOW CAN I DOWNLOAD MY MUSIC?
You will be able to download in WAV, FLAC, or MP3. Our partners at Single Music codes all formats at 44.1kHz sample rate and a bit depth of 16. For further questions, contact customerservice@dualtone.com.
FOR ANY SHIPPING OR CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:
answers@theconneXtion.com
Monday - Friday 10a-4p PDT
We attempt to answer all inquiries within 48 hours of receipt and appreciate your patience.