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FREQUENTLY ASKED QUESTIONS
When will you get [blank] back in stock?
Sometimes items are limited to quantities the artist has requested, so not all shirts or CDs will always be reprinted. If an item does go out of stock, generally it will be restocked within 1-2 months, as it takes some time for us to contact the artist regarding the reprint, then get the shirts actually printed. We unfortunately cannot respond to individual emails asking when a product will be back in stock/if it will be restocked, as the answer is usually "we're waiting for a decision to be made/waiting for them to be printed/they'll be back when we get them delivered to us". We/the artist will usually annouce on Twitter/Tumblr/Facebook when something has been restocked, so keep an eye on those for the latest!
Each non-shirt item page has a place to enter your email if you wish to be notified when it is back in stock.
The shipping charge in my cart is different from the shipping charge in PayPal. Why?
PayPal does this funny thing where they think they know what we want to charge customers for shipping. This means that as soon as you either log in to PayPal or enter your information on their site, they ping your IP to find out where you are and the shipping they display changes based on that info. Fortunately, we are able to override this- once you've entered your information in PayPal (either by logging in or through guest checkout- either way it is through PayPal), you'll be returned to DFTBA where your shipping charge will display properly again and you will only be charged what is on the final page before you click "complete order".
I am having issues with your site/I can't view my cart/I can't add items to my cart. Help?
99% of the time someone emails us with an issue concerning the ordering process, it's because their internet browser needs to be updated. Our site does not play very well with Internet Explorer, and we recommend using the latest versions of Firefox or Google Chrome for the best results in using our site.
I emailed you guys but haven't received a response? Should I email again?
There are a few reasons you may have not received a response.
1) The question you've asked is answered here in the FAQs.
2) We answer emails in the order they are received- we may have not gotten to yours yet.
3) We did email back but your email client thought it was spam so it was put in your spam folder or bounced back. We always try twice to send an email if we get a notice that it was viewed as spam, but sometimes email clients are picky. Make sure to add email@example.com to your address book to ensure you receive corrospondance from us.
4) You didn't email us, but instead emailed firstname.lastname@example.org. This email address is not monitored and emails sent here will not be seen.
5) You sent us something that did not require a response.
6) Your email was sorted by our client as spam. We do our best to keep this from happening, but if your email address has a history of sending spam, we can't ensure that it won't be sorted into there.
If you do not receive a response, we don't recommend emailing again. Emails are answered in the order they are received, and if your email is pertaining to customer service/an issue with your order, we will get to it.
How do I redeem a gift certificate?
During the checkout process, after you enter PayPal, there will be a link to redeem a gift certificate or discount code. Click the link, then enter the gift certificate code you receive in your gift certificate email notification.
Where is my order?
We always strive to get your orders to you in a timely fashion. We process orders Monday-Friday (excluding American holidays) to get your items out as quickly as possible.
If you ordered an item but have not received a shipment notice yet, there are a few things you'll want to check before emailing us:
1) Is your item a pre-order or backorder? Check the product page, and any pre-order/backorder items will have a nice big red notice on them as to the status of the item and when we expect to get them in. If you ordered anything else alongside a pre-order or backorder item, or multiple pre-order/backorder items together, it will be shipped when the last product is available.
2) Did the shipment email get sent to spam? Some email clients get picky, and an automated email like the one from our servers can get caught and put into spam.
3) Is it a weekend? We process orders Monday-Friday in the mornings- so for example if you've placed your order Friday afternoon, it will be set to process Monday morning.
If you live in the United States, shipping takes generally 7-21 business days depending on where you live, however orders traveling to Hawaii and Alaska may take anywhere from 14-24 business days. International orders take anywhere from 3-8 weeks, depending on your location. At the time of shipping, you should receive a shipment notification email- if you do not receive one, please check your spam folders before emailing us. Domestic orders will contain a delivery confirmation number, which while it does not display step-by-step tracking, does update and confirm once a parcel has been delivered.
International customers, you will not be able to track your items.
Some countries charge an import tax and will hold your item, so if an item has not arrived within that time frame, you may want to check with your customs office to see if they have it. Other times, an item was a pre-order and will not ship until the date stated on the item page. We do our best to stay on top of world events, but sometimes unavoidable delays in mail service crop up for one reason or another. If you are aware of such issues in your country, please be patient as these things tend to sort themselves out in a few weeks.
Unfortunately, we don't control the postal system, and delays can happen from time to time that are simply out of our hands. Please just be patient and try contacting your postal or customs office to see if they have it. Once we've shipped a package, it is out of our hands and in the postal system's.
If your order does not arrive within the above specified timeframes, email email@example.com.
How will my order be shipped/is there an invoice included?
CD/buttons/wristband orders are shipped in a bubble mailer. CD/shirt or shirt-only orders are packed in a poly-mailer, with the shirt wrapped around the CDs for protection. Posters are rolled and packed in cardboard tubes taped on each end. Vinyls are packed in sturdy cardboard boxes. Mugs are wrapped in bubble wrap and shipped in sturdy boxes.
To save paper, we do not include invoices in orders. Instead, a packing list is printed on the shipping label on the front of the package.
Can I add/remove/edit an item in my order after it's been placed?
We cannot add or remove items from an order once it has been placed. To edit an order in any way, we will need to cancel the entire order and have you re-place it. To cancel an order for editing purposes, just email us.
How long will it take my order to ship?
We ship out orders on a Monday-Friday afternoon schedule, packing the morning prior. We ship out on these days without fail, excluding postal holidays. If your order contains a pre-order item, it will not ship until the pre-ordered item is released. We ship via Parcel Post Domestic/First Class International only. We do not offer Priority or Express shipping options.
How much does shipping cost?
Shipping rates can be found on our shipping information page! If you can't find what you're looking for there, simply add the items to your cart and proceed to PayPal without completing checkout.
Do you ship partial orders?
We are unable to ship partial orders. Any orders containing a pre-ordered item will not ship until the pre-ordered item is released. This helps save both us and you on shipping costs.
Why am I being charged now for preorder items?
It is our policy to make sure payments clear before shipping out any items. We do this by processing the payment upon checkout. If an echeck or payment is declined, your order will not be shipped.
Are tracking numbers available/why doesn't my tracking number work?
Upon shipment of your order, you should receive an email notifying you. These get snagged by spam folders sometimes, so be sure to take a peek in there if you believe your order should have already shipped. Tracking numbers are only available for domestic customers, which can be used at http://www.ups-mi.net/packageID/.
International customers: the number in your shipment email is only a customs ID number. You will not be able to track your package using this number.
Is expedited shipping available?
We do not offer expedited shipping at this time. We only ship via Parcel Post/First Class International mail.
I don't think you ship to my country/school/small town...
If you have an address, we ship to it!
I need to change my shipping address!
To change a shipping address, email firstname.lastname@example.org as soon as you realize the error. Be sure to include the new address in your initial email to expedite the process. We are unable to request reroutes of packages once it has been shipped.
You are responsible for making sure your shipping address is correct before your order is processed. We cannot reship any order until it returns to our offices.
Please note: Because of the difference in price between domestic and international shipping, and PayPal's limitations on shipping to countries besides your own, we are unable to change domestic addresses to international or international to domestic.
Can you ship to my address if it is written in a language other than English?
Unfortunately, no. Our system cannot process non-English characters, so we aren't able to print the labels in any other language. If you submit an address containing non-English characters, the postal service will enter it into a translator and ship to the translated address. Our recommendation is that you enter your shipping address pre-translated, or email us the translation so we can make sure it is as accurate as possible.
What is your refund/return policy?
Check out our returns page!
How do I cancel my order?
To cancel an order, email email@example.com AS SOON AS POSSIBLE. We cannot cancel orders that have already been shipped. See our shipping schedule above. Be sure to include any necessary information pertaining to your order, including name, shipping address or email address connected to your PayPal account if it differs from the name/email address you are contacting us from.
Why do you only accept PayPal?
First, it's safe, for both you and us. With PayPal handling the transaction, we never see your bank account information, and you never see ours. This means every order is secure, and customers can feel confident when ordering that their data remains theirs.
Can I buy from your site in a currency other than US Dollars?
PayPal does all the converting for both you and us, so YES!
Can I place an order/get help over the phone?
We do not currently offer ordering or customer assistance over the phone.
Where is DFTBA Records located? Can I buy something at the physical location?
DFTBA Records is located in Missoula, MT. We do not allow purchases to be made at our physical warehouse.
Why am I being charged additional fees on my order?
Lots of countries charge extra taxes on importing goods. They don't always do this, and they're spotty about when, why and how. We know for sure that the UK states that packages valued less than £15 (About $23 USD) are exempt from VATs (source: http://dft.ba/ukVAT). When we mark the value on customs forms, we do not include shipping costs, only the cost of the actual item.
We find it extremely annoying, but unfortunately we can't keep track of how each country does it. But please note that you may be charged taxes upon import of your items. Please do not ask us to mark your package as a gift, as we need to follow the rules and fill out each customs form correctly. If we don't fill out the forms this way, we risk having the shipment returned to us or being prohibited from shipping to that country.
My order arrived and something I ordered was missing/the wrong product was in it. What do I do?
We pack all of our orders by hand, so human error does happen sometimes. If your order arrives and not everything was inside or you received a product you did not order, simply email us at firstname.lastname@example.org and we can get you sorted.
Note for shirt orders: If you think we sent you the wrong cut of shirt, please first consult our shirt information page before contacting us.
My order arrived but something was damaged. What can be done about this?
While we do our best to make sure the products we send you are in tip-top shape, sometimes things like holes in shirt armpits sneak past us or the postal service decides to be particularly brutal on a package. If a t-shirt arrives and is damaged, email us and we will do our best to replace it if we can.
CDs can sometimes be damaged in transit as well, although we are only able to offer replacements for digipacks and slip cases. Jewel cases are fragile and often end up being cracked again and again, and we can't afford to replace them. The exception to this is if the CD itself has been cracked, or the booklet has been damaged.
Posters, wristbands, vinyl and other products are on a case-by-case basis and depend on the damage and stock levels at the time. We cannot replace items that arrive safely but break or are damaged at any point afterward.
All items that arrive damaged need to be reported within 30 days of purchase or 10 days or delivery, whichever comes last. If you do not contact us regarding damage within this timeframe, you will be uneligable to receive a replacement or refund.
Contact us at email@example.com to have your damage assessed (we may ask for photos) and see if we can offer a replacement.
I didn't get a digital download and was supposed to. Help?
First thing you'll want to do is have a look in your spam or junk folders. Sometimes automated emails from us get put there by mistake. If you still cannot find your digital download, send us an email.
What brand of shirts do you print on?
For information on shirts, including size charts and how to find the best size for you, see our shirt information page. We state on each product page the brand of shirt printed on, and include a size chart. We try to make the shirt brand as big and obvious on the product page as possible to prevent any confusion.
Please note that different brands have different size charts- PLEASE make sure to double check the size chart of a particular item if it is a brand you have not ordered before.
What should I do if I see someone using your designs and selling them?
There have been a surprising and unfortunate number of designs stolen from DFTBA Records. We know that people might not realize that what they're doing is wrong, but it is. We love it when people design their own shirts, but our designers and our artists work very hard on our designs and we don't like to see them being sold elsewhere. Please let us know if you see a DFTBA Records design on sale at Etsy or Redbubble or Spreadshirt or CafePress by emailing us at firstname.lastname@example.org and including a link to either the product sale page or the seller's page.
I am a musician/artist or know a musician/artist. How do I/they get signed to DFTBA?
DFTBA Records currently operates on an invite-only basis. We do frequently prowl the "DFTBA Records" and "DFTBA" tags of Tumblr, and if we see something we like, we will most certainly reach out to you!
I have ideas for shirt/poster/etc designs! How can I submit them/get them printed?
We're always on the lookout for super awesome designs to print on shirts or make into posters! Please don't email us design ideas, as we generally don't have enough time to sort through and respond to all of them. BUT, we love finding designs on sites like Tumblr done by artists- be sure to tag "DFTBA Records" and we'll be sure to see it. If we are interested in putting your design into production, we'll contact you!
Can I interveiw someone at DFTBA for my class assignment/ newspaper/ blog/ superfamousinternetshow?
Maybe. If we have the time, we certainly like helping out students, but that said we are a small company and can't always do those kinds of things. Email us with your questions and we will do our best to answer them if we can.
We cannot give out personal contact information for any of our artists for any reason, however a number of our artists have Twitter, Tumblr, Facebook and personal websites from which they can be contacted.
What if I have more questions?
We'd be more than happy to field any more questions. Email us at email@example.com. When emailing, please remember that you are talking to a real person and not a machine. Don't forget to be awesome.
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ALL THANKS TO YOU GUYS!
DFTBA Records was named "Best Online Record Label of the Year" by Mashable.com!