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 be reprinted. If an item does go out of stock, generally it will be restocked within 1-2 months. Usually the artist will announce on Twitter/Tumblr/Facebook when something has been restocked, so keep an eye out for that! Each item page will have 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".
What payment methods do you accept?
We currently accept payments from PayPal and all major credit cards.
How should I wash my items?
For mugs, we recommend hand-wash only to ensure the print lasts as long as possible. Shirts/hoodies should be turned inside out, washed in cold water and tumble dried on low to ensure longevity of both print and fabric. Ironing is not recommended, as some print methods (plastisol) are heat cured and will melt. We do not recommend washing posters or CDs.
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.
- We answer emails in the order they are received- we may have not gotten to yours yet.
- 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 correspondence from us.
- 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 step two of the checkout process, there will be a space to redeem a gift card or discount code. Enter the gift code you receive in your gift card email notification and click "Apply".
Where is my order?
If you ordered an item but have not yet received a shipping notification, there are a couple of things you'll want to check before emailing us:
- Is your item a pre-order or on backorder? Check the product page to see if the item you ordered is part of a pre-order, or is possibly on backorder at the moment. 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.
- 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.
If you live in the contiguous United States, shipping generally takes 7-10 business days. Orders traveling to Hawaii and Alaska can take anywhere from 14-24 business days. International orders can take anywhere from 2-8 weeks, depending on your location.
Unfortunately, delays can happen from time to time that are simply out of our hands. Please be patient and try contacting your postal or customs office to see if they have it.
If your order does not arrive within the above specified timeframes, email firstname.lastname@example.org.
How will my order be shipped/is there an invoice included?
CDs, buttons, wristbands, and other small items are shipped inside of appropriately sized bubble mailers. Shirts are shipped in poly-mailers.
Posters are rolled and packed in cardboard tubes. Vinyl records 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.
When do I need to order by to guarantee delivery by Christmas?
We always recommend ordering as soon as possible when you need a package by a certain date. Via standard domestic shipping, we recommend ordering no later than December 10th. For international orders, we recommend December 1st, just in case your package gets caught up in customs.
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, e-mail us at email@example.com.
How long will it take my order to ship?
We ship out orders every afternoon, Monday through Friday, excluding American holidays. Your order will usually ship out the day after it was placed, unless it contains a pre-order item. If your order contains a pre-order item, it will not ship until the pre-ordered item is released.
How much does shipping cost?
Shipping is based on weight, so unfortunately our system won't know how much your shipping will be until items are added to your cart. To calculate shipping, just add the items to your cart and our system will do the rest!
Do you ship partial orders?
We are unable to ship partial orders at this time. Any orders containing a pre-ordered item will not ship until the pre-ordered item is released.
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 offer several expedited shipping options for domestic and international orders- simply select the option you'd like during checkout.
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.
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. 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, and most orders are shipped out the day after they are placed. 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.
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! To view our site in other currencies, scroll to the bottom of any page and use the "Select Your Currency" feature.
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.
It is annoying, but unfortunately we can't keep track of how each country does it. Please note that you may be charged taxes upon import of your items. We are also unable to ship your merchandise as a gift (even if you are intending to give the item as a gift to someone else), as we need to follow the rules and fill out each customs form correctly. If we don't fill out the forms properly, 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?
We try our best to package things in a way that will prevent product damage. Sometimes, unfortunately, items can be damaged in transit, or a manufacturer’s defect can slip by us. If you receive a broken/ripped/torn/crumpled product, please e-mail us at email@example.com, and we can usually get a replacement shipped out to you right away. We handle these issues on a case-by-case basis, and may request pictures of the damage to better help us understand what happened. All items that arrive damaged need to be reported within 10 days of delivery.
What brand of shirts do you print on?
Most of our shirts are printed on Next Level fabric, however we also have a selection of American Apparel, Gildan, and other fabrics available. To be sure that the size you are ordering is the correct one, a size chart is included on every product page.
What should I do if I see someone using your designs and selling them?
We love it when people design their own shirts, but our designers and our artists work very hard on their 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/Redbubble/Society6/Spreadshirt/CafePress/etc by emailing us at firstname.lastname@example.org and including a link to either the product page or the seller's page.
I am a YouTuber/know a YouTuber. How do I/they get signed to DFTBA?
DFTBA Records currently operates on an invite-only basis. We do frequently browse the "DFTBA Records" and "DFTBA" tags on 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 great designs for new shirts and posters! We do ask that you do not e-mail us design ideas, as we usually don't have enough time to sort through and respond to all of them. However, we love finding designs on sites like Tumblr, so be sure to tag any work that you’d like to have considered with the "DFTBA Records" tag, and we'll be sure to see it. If we are interested in putting your design into production, we'll contact you!
Can I interview someone at DFTBA for my class assignment/newspaper/blog/superfamousinternetshow?
Maybe. If we have the time, we certainly enjoy helping out anyone we can. Email us with your questions and we will do our best to answer them, if we can. However, if you’re looking to interview a DFTBA artist, we cannot give out personal contact information for any reason. Most 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.