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FAQ / Help

How to Place an Order
We've set up a page with full details and photos for our order process.

Visit the how to place an order page for more details.


Questions About Orders

If you have a question about your order, please provide the following information in your email:

1. The order # given on your Order Confirmation
2. Name listed on the order
3. Address on the order

Including this information allows us to quickly assist in answering your questions. We attempt to respond to all inquiries within 1 business day. Contacting us elsewhere may delay our ability to properly assist.

Our customer service line is:
store (at) sphereofhiphop.com

Payment
Sphere of Hip-Hop's online store accepts credit and debit cards: Visa, Master Card, Amex, and Discover. You may also pay various ways through an existing PayPal account. You are not required to create and/or have a PayPal account to shop with us. The how to place an order page has additional detailed information on how to check out without using a PayPal account.

Shipping - USA
We ship within the US and its territories via USPS First Class, Parcel Post and Priority Mail. Delivery times depends on how far you are from our Rochester Minnesota warehouse. See below for more detailed information.

Shipping - International
We offer two USPS shipping options for destinations outside the US.
- Priority Mail International (7-10 average business day delivery to major destinations)
- First-Class Mail International (delivery time varies)


COMMON QUESTIONS

Do you ship outside the USA?
We welcome international customers and ship globally. Some of the countries we've shipped to include: Australia, Austria, Argentina, Bahamas, Barbados, Belgium, Bermuda, Brazil, Canada, Cayman Islands, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Japan, Kenya, Latvia, Malawi, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Slovakia, South Africa, South Korea, Spain, St. Lucia, Sweden, Switzerland, Trinidad and Tobago, Uganda, United Kingdom, Zambia. International customers will be responsible for any duties or costs charged by their local customs office.

How do Pre-orders work? Should I order Pre-order items separately from in stock items?
When you pre-order an item, it means you are ordering something before it is available. By pre-ordering the item, you are guaranteed that the Sphere of Hip-Hop Store will ship it to your door immediately (usually as soon as the delivery arrives at our own door) upon its official release to us. On many occasions, the Sphere Store is able to ship items prior to their official release. However, we cannot guarantee that it will arrive extra early. We try our best to both honor street dates and to get you stuff as close to and in some cases just prior to the official release date.

If the Pre-order includes bonus download content, that is fulfilled as soon as the item is released and/or as early as we're allowed to send it to you!

If you are also ordering in-stock items with your pre-order item(s), please be aware that all in-stock items will be shipped with your pre-order item(s) upon release/arrival. We do this to keep our costs low and further offer you the best prices. If you do not wish to wait, you can simply place multiple orders or contact our customer service email for further assistance.

Why should I Pre-order?
Save money! You should pre-order items from the Sphere of Hip-Hop Store so you'll be among the first to have access to the music. We coordinate with suppliers to get physical product and also downloads out to you as quickly as possible. You will save some money as well by reserving your item early. Many times there are exclusive bonus items available for pre-order customers. Most CD pre-order products also include a high quality MP3 Download that will arrive the evening before the official release date.

If a release date changes for a Pre-order item, how will I know?
Delays can happen. When they do happen, we'll keep you posted! Look for new expected ship dates on the product page and also in our Sphere Store Update newsletter. You may sign up for these updates on any page of the store. Find the sign up in the left column.

Is my information secure?
Yes! Your order is processed on a secure server using the latest technology. You may now set up an account on our shop for quicker checkout on future orders. Our shopping cart is managed by Highwire.

We never rent, sell or otherwise share your information.

How can I receive updates on special sales? Do you offer discount codes?
Yes! The best way to learn about all the exclusive deals and sales we offer is by joining the Store Update email list. In the left column of any page on SphereofhiphopStore.com you will find a sign up form. Simply enter your email address and click the "sign up" button. Watch your email account for the confirmation message. Click on the confirmation link inside and you're all set! If you don't see the confirmation email please check your junk mail folder.

How may I pay for my order?
Credit cards are the preferred method of payment for SphereofhiphopStore.com. We accept a variety of credit/debit cards. PayPal processes our online transactions safely and securely. We do not have access to any of your credit card information. Upon completion of your transaction, you will receive a receipt from PayPal in addition to confirmation and shipping notice emails from us.

Note: We no longer accept Money Orders.

What is the cost for shipping?
The cost is based upon total weight of package and is charged at current USPS rates. Heavier orders will cost a bit more. We add a minimal handling fee to account for materials. You also have the option to insure your shipment if you'd like.

How are my items packaged for shipment?
All of our orders are packed with the utmost care to help your products arrive in brand new condition. Most orders are packed in high quality padded bubble mailers. Vinyl orders ship in sturdy cardboard boxes. Larger orders of 6 or more items may be packed in a box for shipment.

When will my order arrive? How fast do you ship?
We make every effort to process, pack and ship your order within 72 hours of your order. Usually everything goes out within a day or less.

We ship all domestic orders via USPS 1st Class mail, the exception being vinyl which is shipping USPS Media mail. During peak mailing times of the year, such as around holidays, please allow extra time for your purchases to arrive.

We reserve the right to upgrade your shipment to a better/faster method of shipping at no extra cost to you! Fresh huh?!

Based upon what method of shipping you choose, the general delivery times are listed below:

1st Class: 2-8 business days
Priority Mail: 1-4 business days
Media Mail: 3-12 business days

International 1st Class: Varies by country (generally 10-13 business days)
International Priority Mail: Varies by country (generally 7-10 business days)

For our International customers... if you have questions about how to get the best shipping rates for your order, please contact our customer service email for details. At certain weights, shipping becomes cheaper per item and at higher weights it can spike. Most International customers find that the sweet spot for good post rates is 3-8 CDs and 4lbs or less.

These times depend on several factors including: your location in relation to ours, speed of your local mail processing & delivery, regional & national mail volume and any other factor such as current weather conditions.

These times can and will fluctuate. They should be used only as a guide and not as a guarantee of arrival times. Our regular customers know that we do ship quickly and that their orders arrive in swift fashion. We try our best to get you the tunes quickly.

Do you run out of items? If you do, when are they available again?
Our inventory is tracked in real time. If the shop has an item listed as "in stock" and the item is able to be purchased... we have it. There are rare occasions when we make a mistake but we make every effort to make sure that doesn't happen very often.

We try to anticipate running out of an item by reordering before we have run out. Sometimes we may run into problems with a supplier being able to quickly fulfill our restock requests. We will make every effort to update the product description with that info and offer an expected approximate arrival date.

Should we run out of an item you have ordered, we will generally wait for the restock to arrive and then automatically ship it to you. If we anticipate being out of an item for an extended length of time, we will contact you and offer you options (waiting for it or substitute another item) for that item.

When an item is listed as “Out of Stock” on the store, that means we currently have no copies available and ability to order that product is automatically disabled. You can always check with us via email to see when we anticipate a particular item being available. Our inbox is always open and available for your questions.

I found a typo!
Please report any typos and errors you experience on SphereofhiphopStore.com via email using the information at the top of this page.

MP3 MUSIC DOWNLOADS
Upon completion of your order, you will receive an email with download information for your MP3 music download selections. Please make every effort to download your purchases within 48 hours, as the links will expire.

If you experience any issues in downloading your MP3 music, please contact us at the customer service address listed at the top of the page. Please provide as much detail as possible. This allows us to quickly diagnose and correct any problems. Please bear in mind that there are thousands of end user variables and some troubles may be outside of our ability to help. For those matters, please consult your computer and/or software vendors website for information & help.

Multiple downloads (albums etc) are packed inside a .Zip file. After completing any .Zip downloads, your first action should be to remove the MP3 music files from the .Zip archive to a preferred location. You may then play them and/or import them into your favorite audio software.

MP3 downloads are offered as high quality 320k files with a few exceptions (those being 256k). All files are properly tagged to industry standards and are ready to play immediately after completing your download.

REFUND AND EXCHANGE POLICY
No refunds or exchanges without prior approval. Download purchases are final.

[Page last updated: December 17, 2013]