Contact Us / FAQ
FAQs FOR MERCHANDISE
FOR ANY QUESTIONS, PLEASE CONTACT:
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 hrs following order placement. If you purchased a preorder item, it will ship out one week prior to release date.
WHEN WILL I RECEIVE MY MERCH ORDER?
COVID UPDATE: We are still shipping regularly, but all postal carriers are experiencing delays that are outside of our control. Please allow an extra few days to a week or more for your order to be delivered. If your order has been confirmed as shipped and the tracking does not update after a particular location, please be patient as the postal workers are likely working around the COVID lockdown. Your order is still en route.
USA Domestic orders:
5-10 business days for delivery
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 firstname.lastname@example.org
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.
Can not 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 CHANGE OR CANCEL MY ORDER AFTER IT IS PLACED?
No, once an order has been placed it enters a very automated system and no changes can be made to the contents of the order nor the shipping address.
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 14 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
9090 S March Point Rd
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.
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 email@example.com.
FOR ANY SHIPPING OR CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:
Monday - Friday 10a-4p PDT
We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.