Third Man Store

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CUSTOMER SERVICE

 

CONTACT:

GENERAL CUSTOMER SERVICE: sales@thirdmanrecords.com / 615-891-4393 x 307

Monday - Friday 9am - 5pm CST*

VAULT CUSTOMER SERVICE: vault@thirdmanrecords.com / 615-891-4393 x 315

Monday - Friday 9am - 5pm CST*

NASHVILLE STOREFRONT: storefront@thirdmanrecords.com / 615-891-4393 x 300

Monday - Sunday 10am - 6pm CST*

DETROIT STOREFRONT: detroitstore@thirdmanrecords.com / 313-209-5205

Monday - Sunday 10am - 6pm EST*

GENERAL INQUIRIES: inquiries@thirdmanrecords.com

Monday - Friday 9am - 5pm CST*


*excluding National Holidays


HELP WITH ONLINE ORDERS

 

Placing Your Order

What forms of payment do you accept? 
We accept both Paypal and most major credit cards as forms of payments and all payments are collected on a secure server.

Can I add an item to my order? 
You can easily add new items to your cart during the shopping process. If you decide to order another item after you have completed the checkout procedure and receive order confirmation, you'll need to place an additional order.

How long do orders take to process? 
Orders can take up to a week to process before being shipped out, but normally shipments will go out within 2 business days.

Can I order over the phone?
We do not do any orders over the phone and all ordering must be done online.

Why is my order declined?
If an order is “declined” by the system, there is usually a problem with the credit card you are attempting to use. A “pending” charge may still appear on your bank statement with a declined order, but no funds  will be taken and the charge will disappear within 1-2 business days.

Can I cancel my order?
Most orders can be cancelled if we are notified within 24 hours. After 24 hours orders are on a case by case basis. Orders can not be cancelled if they have already been shipped.

How do pre-orders work?
Pre-ordered items do not ship until the sale date on the product page. Any items placed in an order with a pre-ordered item will be held until the sale date of the pre-ordered item.

Where is my event ticket?
Your ticket will be available for pick-up at will call the night of the show. Just bring a copy of your photo ID and you will be all set!



Shipping & Delivery

When will my order be delivered?
Orders can take up to a week to process before being shipped out, but normally shipments will go out within 2 business days.

How are shipping charges determined?
Our shipping charges are determined directly through the post office or FedEx by calculating the weight of the package and the destination of your order, excluding applicable sales tax. 

Why is my shipping method not available?
If you receive a prompt at checkout stating “shipping method unavailable”, it is most likely due to an item in your cart that cannot be shipped to the country in which you live. 

Can I change my shipping address?
In most instances if you contact us within 24 hours we are able to update your shipping address.

Can you ship internationally?
International shipping varies by product. Please check the product page to see if  items ship to your country.

Can you mark international packages as a gift to avoid customs charges?
 No.


Returns, Replacements & Problems With Orders

Are all sales final?
Yes. Excluding unworn, unwashed apparel.

Can I exchange apparel?
Unworn apparel may be exchanged or returned for store credit within 30 days of purchase. 

Can you replace a defective turntable?
Yes! We provide a 90 day warranty on all our turntables.

I have a wrong or missing item in my order.
Please contact us within 10 days of receiving your order and we would be happy to ship out your missing item.

My order arrived damaged/defective.
Please contact us within 10 business days of receiving your order with a video and/or pictures of the damage.You will then have 10 business days to return your package. After 10 days, we can no longer accept the return and the label will expire. 

How long do I have to complete a return?
All service tickets will be valid for up to 30 days from first correspondence. If your issue has not been resolved within 30 days because of a lack of communication or failure to send in returns, we are no longer responsible.





Vault Customer Service

 
Are Vault packages refundable?
No.

Can I cancel my Vault package?
You have 24 hours after payment to notify us if you would like to cancel your subscription for a refund. If you contact us more than 24 hours after a payment has gone through, we only be able to cancel your subscription moving forward and will not be able to refund you for that charge.

I received a damaged Vault package.
Requests for returns/exchanges of damaged/defective products must be initiated within 14 days of package delivery by emailing vault@thirdmanrecords.com. Requests placed after that time will not be honored. Return/Exchange requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored.

I missed the deadline, can I still sign up?
Any orders placed after the Vault sign-up deadline will go to the next Vault package. No exceptions.

I have a missing package.
If you still haven’t received your shipment 30 days after receiving your tracking number, and suspect your package may be lost/stolen please contact vault@thirdmanrecords.com for assistance. Missing Package replacement requests must be settled within 30 days of initial correspondence. Requests that have been responded to by Third Man/The Vault left dormant for more than 30 days after our response will not be honored. Missing package replacement requests received more than 90 days after our distribution of tracking information for that specific Vault package will not be honored.

I have a vault related question.
Please call 615-891-4393 x 315 or email vault@thirdmanrecords.com for assistance.