FAQ

How can I contact you?

You can e-mail the Red Bull Records shop directly at CustomerCare@redbullrecords.com. Please include your full name, e-mail address and your order number (if applicable). We are happy to help!

 

How long will my order take?

All orders are pending payment approval and merchandise availability. Orders are processed Monday through Friday but are not processed or shipped on Saturdays, Sundays or holidays. Please note that orders received over the weekend and on holidays will be processed the following business day. Please allow 2-3 business days for order processing for in-stock, non-pre-order items. Same day shipping does not mean same day delivery. We make the order available to the carrier on that or the next day and from there the carrier’s shipping time lines and delivery commitments rule. Once your package is in transit, please note that your order may be delayed due to inclement weather occurring along the shipment route, regardless of shipment method. We are not responsible for these delays.

Please note that processing time does not allow for any issues that may occur during payment authorization.

We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.

How will you notify me if there is a problem with my order?
All order communication is done through e-mail, so it's important that your e-mail address is accurate and current in your account/order. Please make sure to double-check the shipping address too. Your phone number is optional, but it helps in case there is a delivery problem.  

Backorders
In the event that a product that is ordered becomes unavailable due to lack of inventory (“backordered”), you will receive a backorder notification and, if the item cannot be shipped within 30 days, you will be given the option to cancel your order.

Pre-Order Merchandise
Pre-release ordering is available for select titles. These items will show a “Pre-Order” button when you add them to your cart. The release date of your items will be shown on the details page and in the shopping cart. We make every effort to ship pre-order products to arrive on or before street date, but cannot guarantee a delivery date.

If you would like to receive your music on or about release date, please place your order no later than 10 business days before the scheduled release date.

Please be aware that release dates are subject to change.

 

How can I track my order?

Once an order has shipped out, we will send you an e-mail with the tracking number. Just click on the link and it will take you to the carrier’s website depending on who shipped your package.Your tracking number won't be recognized until approximately 24 hours after your order has shipped. This is the time needed for the carrier's online tracking system to update. 

Please keep in mind that if you request a non-trackable shipping method or you request that no signature be required for delivery and the package is left unattended, you're accepting full responsibility for loss or damage.

Red Bull Records is not responsible for lost or stolen packages.

Standard shipping within the United States typically arrives within 4 to 10 business days depending on your address, Monday through Saturday. Canadian shipping typically arrives in 6 to 10 business days. Shipping for all other International locations typically arrives in 10 to 20 business days, depending upon region.

 

I just received an e-mail with my tracking number and the number shows my order was delivered. How is that possible?

Many carriers recycle their tracking numbers. Tracking numbers often take a bit of time to activate. Sometimes, for a full day after a tracking number is assigned to a new package, the information available will pertain to the previous order that traveled (sometimes months ago) under that same number. When this happens, please rest assured that your tracking information will be available within a short period of time and should indicate the correct delivery date. Once the package is scanned by the carrier, the updated tracking detail will be reflected.

 

My merchandise was damage when I received it, what do I do?

Defective or damaged items may be exchanged for identical items only and must be returned within 30 days of receipt. Please contact us at CustomerCare@redbullrecords.com to report a defective or damaged item. We will gladly replace the merchandise without additional charge, or provide you with a full refund. If the defective or damaged item is no longer available, we will fully refund the cost of the item plus the applicable portion of shipping charges. Refunds must be made to the credit card originally used to place the order.

 

What if an item is out of stock or the shipping address is incorrect?

If there is an issue with your order, such as an item is out of stock or if the shipping address is incorrect we will reach out to you via e-mail for additional information. However, if we do not hear back from you within 15 business days, we will cancel your order.

 

Can I return an item? Can I exchange an item for another item?

We want you to enjoy your purchase from the Red Bull Records store. If you ordered incorrectly or are unhappy with your item or its size, please e-mail us at CustomerCare@redbullrecords.com. We will be happy to exchange it for a different size of the same item provided that stock is available and it is within 30 days of delivery. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment.

 

Non-returnable Items

Unfortunately, we cannot accept returns on the following items:

  • Any apparel item that has obvious signs of use
  • Any CDs or vinyl records that have been opened (taken out of its plastic wrap) unless it is defective
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
  • “Final Sale” items

 

Can I cancel my order?
Please contact us at CustomerCare@redbullrecords.com and we will be happy to cancel your order if it has not already processed or shipped. We are unable to cancel orders which are in the final stages of processing or which have already shipped. Please note that online order status is approximate and may not reflect recent shipment activity.

 

Do you ship internationally?
Yes, we do. We appreciate business from customers all over the world. Please be aware that the items in your order must not be prohibited by embargo or international restrictions. Please note that we do have a separate EU/UK and Australian store which might provide you with more local shipping options. We are not responsible for orders confiscated by the legal authorities of your country or sate and we suggest you check with your local customs office regarding import laws before you place your order. Please note that in addition to the shipping charges, customers shipping to locations outside of the US are responsible for paying all costs associated with importing the order, including all import taxes, tariffs, fees and/or duties which may be levied by your Customs or Government or other authority upon any parcel we send you . Import fees will be billed to you by FedEx, FIMS or any 3rd party contractor fulfilling your shipment. Red Bull Records cannot anticipate these costs and will not be able to reimburse you for any additional fees incurred. The listed shipping cost covers the cost of shipping only. Before placing your order, please contact your local customs office to find out what kinds of fees you can expect. All sales are final and we do not offer exchanges or refunds for international orders, including orders for which you are unable or unwilling to pay the additional duties and taxes which your government requires.