Frequently Asked Questions

We’re open Monday – Friday from 9am – 5pm EST, excluding holidays.

Please allow up to 3 days for a response once you've sent a inquiry on our website (please use the form for the fastest response).

You can refer to our hours of operation above to see when we're closed (weekends, holidays, and after 5pm during the week) and we promise to do our best to get back to you as soon as possible.

We don't handle setting up or maintaining wholesale accounts and orders from this website. If you'd like to inquire about getting a wholesale account, please reach out to the label directly by following the link below:

https://www.reigningphoenixmusic.com/contact

All of RPM USA's orders are fulfilled by Rebellion Republic so you will be communicating with them regarding orders and their name will show up on your shipping information.

Please use this contact form to talk to them directly about any order questions or concerns.

We completely get that pre-orders can be confusing. Pre-ordering an album does not necessarily mean you’ll receive it before the rest of the world. Sometimes, depending on where you live and the ship date, you may not get the album until after it is released to the public.

Pre-ordering items (which includes everything from t-shirts to music) means you’re purchasing merchandise in advance, which is often bundled with limited items or colors. This saves you the rush to get online and secure your item on the day of release so you can sleep easy knowing we’ve got your back with your favorites nice and reserved. It also allows artists the ability to accurately order amounts and sizes according to what fans choose in their pre-orders.

All pre-order products will display a pre-order label and a "SHIPS ON OR AROUND" date in the product description. This date is as accurate as we can predict, but there are cases where the date will change due to unexpected delays beyond our control.

We always aim to ship items on the initial release date but unforeseen issues impacting that from happening (delays during production, manufacturing, or shipping) means the ship date is subject to change. Please check the product listing for the current release date estimate.

IMPORTANT NOTE: we can't get pre-orders out to customers early because we live in an era where people will unfortunately upload and share with the world the music that is not yet supposed to be public which hurts the band. This means that getting a pre-order perfectly timed to one specific day in an imperfect shipping world, is very tricky unless we do overnight air delivery which is a very expensive solution.

Orders containing a pre-order item will not ship until all items are available. If you order a pre-order item along with an item that’s currently available, we’ll wait until the pre-order item is available too before we ship. If you’d like to receive your other items before the pre-order item is available, please place two separate orders.

Please be careful to use a shipping address that will still be valid on the ship date - possibly using a parent or work address if you plan to move.

Pre-order items are subject to slightly changing between the announcement and the release.

Your credit card is run at the time of purchase.

While we wish could, once an order is placed, we are unable to alter it in any way or cancel it.

Should the item(s) not work out, make sure to return any eligible items within the required timeframe for a refund. All returns will have a restocking fee and the customer is responsible for all shipping fees. Please see our Shipping & Returns page for full details

Due to not having access to extra sleeves or cases from the manufacturer, we're unable to issue replacements for cosmetic damages happening during transit.

Please note that we cannot be held liable for, and do not issue refunds or replacements for minor cosmetic damages suffered in transit. This includes, but is not limited to, vinyl with dinged corners, seam splits, or bent jackets. With this in mind, please use caution with your choice in shipping speeds. Choosing free shipping or USPS Ground/First Class has more risk associated with it.

If the actual vinyl/CD/cassette itself is broken or damaged, please follow the steps below in the "Damaged or Missing Items" section.

Note that regardless of the shipment method you’ve paid for, once your package is in transit to you, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, the delivery company having internal delays or needing to re-route packages, and inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please also keep in mind that delivery may be slower around holidays due to shipping companies being busy during that time of year. 

We are not affiliated with any delivery companies so once an order leaves our warehouse, we aren’t able to get any additional information beyond the tracking updates that are also accessible to you. We understand how frustrating it is when packages are routed incorrectly or are delayed and we wish we had control over that but in these cases, the best option is to contact the shipping company directly – doing so usually resolves issues relatively fast.

Orders process up to 5 business days before shipping. Orders with direct-to-garment items process up to 8 business days before shipping.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Keep in mind that international mail packages will not have a tracking number that updates once it has left the USA.

Yes, we ship to most places in the world. Shipping costs will apply, and will be added at checkout.

For further details, please refer to the Shipping & Returns page.

In addition to the cost of shipping, customers having orders shipped to locations outside of the USA and Canada are responsible for paying any and all costs associated with importing the order – such as duties, taxes and fees. These costs vary depending on each country’s laws and the items being purchased. The quoted amount to ship the order only includes the actual costs to ship and nothing additional.

All Canadian orders will have a flat rate of $9.95 added to orders to cover duties and customs.

Please be sure to check your country’s embargo restrictions with your local customs office before placing your order. We are not responsible for items confiscated by importation authorities.

All international orders are final and no returns or exchanges will be permitted. This includes orders that you are unable or unwilling to pay the required duties and taxes for. We are not responsible for international orders once they have shipped.

We don't condone the use of freight forwarders. If you place an order using a freight forwarder or a third party international shipping service, we cannot guarantee that your order will arrive properly, on time, or without potential damage. Additionally, we cannot accept returns or offer refunds for any reason on items that were shipped using a freight forwarder.

Orders delivered to an address that was incorrectly entered by the customer during the checkout process will not be replaced or refunded. It is the customer’s responsibility to enter their shipping address correctly. 

USA orders returned to us as undeliverable due to an incorrect address supplied by the customer will be refunded within 3 weeks, less the shipping/handling costs. There will be no refund for returned international orders.

Due to excessive amounts of fraud, we're not responsible for packages after they leave our warehouse and we cannot replace or refund orders that have gone missing after they are out for delivery and/or after the tracking information shows it has been delivered. We suggest contacting the shipping service to see if they can provide additional information regarding your shipment. 

If your address is frequently hit by thieves or if deliveries have to be left in a non-secure location, please take that into consideration when placing orders and ship to a more secure address such as a family member, friend, or place of work.

Always check your mail frequently, especially if your home has lock boxes for oversize packages. Delivery companies have been known to return items back to the sender if they sit in lock boxes for too long due to it making it hard for them to deliver packages to others.

Please head over to our Shipping & Returns page for information.

Please head over to our Shipping & Returns page for information.