City and Colour

Please note there is generally a processing time of 1-5 business days before a standard order ships. However, during periods of high activity (e.g. the holiday period) there could be a longer turnaround and response time. Once an order is fulfilled you should receive an email with shipping information to the email address you provided during checkout. If you are concerned that there has been a delay, please feel free to contact store support for an update and we&apos;ll get back to you as soon as possible.

Please note there is generally a processing time of 1-5 business days before a standard order ships. However, during periods of high activity (e.g. the holiday period) there could be a longer turnaround and response time. Once an order is fulfilled y

May I have an update on my order? Has it shipped yet?

Before We Ship

Processing / Order Status

What are your shipping policies and options?

Is USPS Media Mail insured?

I'd like to receive an item tomorrow. Do you offer next-day/expedited delivery services?

Shipping

Are the suggested shipping addresses during checkout correct?

Which forms of payment do you accept?

Once I place an order, when will my account be charged?

Checkout Process

What garments do you use?

I want to buy an item, but it's not on the site. Is it possible for you to find an extra one or have one made?

Do you carry the same items that are currently sold on tour?

Do your vinyl records or CDs include coupons/cards for free digital downloads?

Products

I'd like to contact the artist directly. Can you provide the artist or management's email or shipping address?

Are the prices of items on tour the same as on the webstore?

Miscellaneous

Before You Order

When will my order ship?

My order contains both in-stock items and pre-order/backorder items. Will you ship the in-stock items first?

Will my pre-order get delivered around the release date?

Is it possible to change the shipping address on my order?

Can I change the billing address on my order?

Can I cancel my order?

Can I add or remove items from my order?

Order Changes / Cancellations

Will I receive a tracking number for my order?

How does Asendia tracking work?

Will I be notified if delivery is attempted?

General

My package is late. When will I receive it?

My package was scanned as delivered, but I cannot find it. Where is it?

The Media Mail tracking has not updated since my order shipped. Should I be concerned?

Where is my order? The tracking has not been updated lately.

May I be refunded for an order I did not receive from six months ago?

Late / Missing Order

Tracking

Can I return or exchange my order?

I have received an incorrect item. What do I do?

My order is damaged/defective. Is it possible to get a replacement?

I bought a T-shirt at a concert. Can I send it to the online store as a return?

General Returns

I ordered a vinyl from you and it is skipping. Can you help?

My vinyl is warped. Could you replace it?

I purchased a record and the paper sleeve or jacket has a slight corner bump, crease or seam split edge. Can I get a replacement or a refund?

My vinyl sounds different than the CD or digital version. Can I please return it for a refund?

I purchased a vinyl record from another vendor and there are playback issues. Can you replace it?

Music

Returns and Refunds

After Shipment / Delivery

May I have an update on my order? Has it shipped yet?Updated a year ago