IF YOU ARE HAVING TROUBLE PLACING AN ORDER, OR ANY OTHER TROUBLE ON THE SITE, PLEASE EMAIL US AT CUSTOMERSERVICE@DJSHADOW.COM AND WE WILL GET BACK TO YOU ASAP (USUALLY WITHIN 24 HOURS).
For questions specific to DJ Shadow's music, please email us at customer service (at) djshadow.com. We cannot guarantee that we will be able to answer your questions regarding the music and/or DJ Shadow's career or personal life.
I can't checkout from the store. What do I do? OR "I cannot checkout, it keeps telling me to enable cookies when I attempt to change my Billing Country at checkout...etc"
Other Technical Issues
If you are having technical issues at all, and if you cannot place an order, please email your order to email@example.com and we will send you a payment request for a Paypal or credit card payment. If you can also explain the issue you are having with the site or store, that will help us to resolve any issues.
DO YOU ACCEPT PAYPAL?
We now accept Paypal. Simply go through the normal checkout process, and you are now able to choose "Paypal" from the payment options drop-down menu. For any questions regarding paying through Paypal, please email firstname.lastname@example.org. If you have trouble redeeming your downloads after completing a Paypal order, please email email@example.com
Why Does Paypal Convert My Item Amount To USD Even If I Am Ordering In A Non-USD Currency?
Please note that if you are setting up your order in non-US currencies, and you choose to pay with Paypal, Paypal will automatically convert your order amount to USD$ upon checkout. The USD amount will be based on Paypal's currency conversion system. Please email firstname.lastname@example.org for any questions.
I RECEIVED A FRAUD CHECK EMAIL, WHY?
Sometimes there are red flags for orders, such as a mismatching card code, an AVS mismatch, or a suspicious billing or shipping address. When these red flags are raised we are required to obtain certain information from the customer before we can ship the merchandise. This can include the last 4 or 6 digits of a card number, a billing address, and other information. If you are not comfortable with emailing this information, we can always provide our phone number so you can call. This is simply our way of double-checking suspicious orders to protect our business, and to keep the site safe for all legitimate shoppers.
Is your site secure?
Yes, shopping at djshadow.com / ShopDjShadow.com is 100% safe and secure. Every credit card purchase you make at ShopDjShadow.com is backed by Authorize.net 100% safety guarantee. Our secure server software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number (which is not even stored in full, making it impossible for anyone, even us, to know your full card number), name, and address, so that it cannot be read as the information travels over the Internet. ShopDjShadow.com / DjShadow.com are registered members of Authorize.net the leading provider of Internet trust services - including authentication, validation and payment. Authorize.net is controlling all aspects of the checkout and purchase.
You can see proof of the validation here:
What is your return policy?
We do not accept returns or refunds for any reason other than defective merchandise. We are not responsible for USPS shipments that are lost or damaged. If your package is lost or damaged you will need to file a claim with the shipping agent that lost or damaged your order. If your item is defective and found to be our fault, we will gladly replace your item. If you receive a different size tee shirt than what you ordered, we will accept a return, but we cannot accept returns due to you ordering the wrong size garment or not liking your order. We do not accept shirt exchanges for any reason other than a defect or a mis-shipped item on our part. If you have a question about an item or the fit or size of our shirts, please email us at customerservice at djshadow.com before you make your purchase.
We can, of course, replace faulty merchandise, but we cannot exchange items.
How Can I Pay?
You can pay for your ShopDjShadow.com orders using any Visa or MasterCard credit card or debit card issued anywhere in the world, and we also NOW ACCEPT PAYPAL. Please note that charges for ShopDjShadow.com orders will appear on your credit card statement under the name “DJSHADOW.COM” and/or “Reconstruction Productions.”
How Do I Browse & Shop?
ShopDjShadow.com is built-in to the DJSHADOW.COM website and offers a very simple and intuitive online shopping experience, which should be familiar to anyone who has shopped online before. Browse ShopDjShadow.com at your leisure. You can then add any download from the Digital Section, and tee shirts, CDs, vinyl, or anything else form the merch store. We run a combined shopping cart, which enables you to purchase physical and digital merchandise in the same order. The Shopping Cart is your running shopping bag of selections. When you're ready to complete your purchase simply click Checkout at the top right of the window, and proceed. If at anytime you wish to see what is currently in your cart, simply click “View Cart” at the top right next to “Checkout.”
How Do I Checkout and Purchase my Products and/or downloads?
To begin the Checkout process and purchase the products in your Shopping Cart, click Checkout at the top right. You will be taken to a window where you can enter your djshadow.com login information, or you can “place order without account,” or you can create a djshadow.com login for future orders (Please note, that if you have downloads in your shopping cart, you will have to sign up for an account). Then you will be taken to the Checkout form where you may enter Customer info, Billing Address, shipping address, and Credit Card Payment information. You must ensure that your billing address closely matches the billing address associated with your credit card account. Upon completing the Checkout form, a final Order Summary will be displayed, which will include your final order total, including all applicable sales taxes. Here, please select your credit card type (Visa or Mastercard) and your preferred shipping method. If you are only purchasing digital downloads, then you do not need to choose a shipping method. If you are satisfied with the Order Summary, select "Continue.” Next you are prompted to enter your credit card information. Once you are finished entering your card information, click “place order.” Your order will be processed, and if the processing is successful you will see an order confirmation page. If you ordered downloads, a link to your downloads will appear on the order confirmation page (which will also be emailed to you). An Order Confirmation e-mail will also be sent to the e-mail address you provided during checkout. This e-mail will contain an order summary as well as a direct link to your digital downloads (when relevant).
What Currency are the Products Listed In?
You can select what currency you wish to view products in by choosing from the “currency” dropdown. Please note that all purchases and displayed currencies are charged based on a US dollar amount, and all are charged from a US based account. Foreign transaction charges may apply for outside-US customers.
Can I place an order without a credit card?
Yes. We do take money orders or cashiers checks. No personal checks and only U.S. currency. To place your order, just go through the process of ordering on the website until you get to the order total page (remember to include your shipping address and please choose a shipping method so the shipping amount is included in the order total), print two copies of that page, then send one copy along with a money order or cashiers check for the total to:
Reconstruction Productions 219 E. Blithedale Avenue Suite #3 Mill Valley, CA 94941
Please also send us your contact information in case there is a problem with your order. We don't recommend ordering this way because we can't guarantee how long it will take for your order to get to us and for us to ship it out to you. Also, there is always a chance that we might run out of an item by the time we receive your order.
Do you have a catalog?
We do not offer print catalogs. Our website serves as our catalog. For wholesale inquiries, please email email@example.com
I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?
Please email customerservice at djshadow.com and ask about the item.
I received my order, but one item was missing. What happens now?
Upon shipment of your order, ShopDjShadow.com will send an Out of Stock Notification via email explaining that one or more items in your order are out of stock, and will not be available for shipment in the foreseeable future. You will be notified of a refund for this item. If you did not receive an Out of Stock Notification and your shipment does not contain all items ordered please contact customerservice at djshadow.com
I hate spam mail, you're not going to use my personal information for anything else, are you?
Absolutely not, we use your information for shipping purposes only, and your e-mail to contact you if there is an issue with your order. We do not store complete credit card information, so there is no worry for your card number being stolen.
I never received my download link, where is it?
Your download will appear on the final invoice page following the completion of your order. Your download will ALSO be emailed to you from firstname.lastname@example.org and/or email@example.com. Sometimes these emails get filtered into the junk folder, so be sure to check your junk folder if the email is not in the inbox.
If you have trouble redeeming your downloads simply email firstname.lastname@example.org and we will re-send a download link to you ASAP.
How long is my download available? And how many times can I download it?
Each download purchase is available for 2 download attempts. After it has been downloaded twice, the link to the download becomes inactive. If you have trouble downloading your purchased download, please contact email@example.com and explain your problem.
Can I Purchase Downloads and tee-shirts/CDs in the same Order?
Yes. We have a combined cart system allowing you to order downloads with physical product.
What Format are the Downloads Available In?
All tracks and albums are available in standard MP3 format. This widely supported industry-standard format can be played back on any computer using freely available or commercial software, and is supported by all major portable Digital Audio Players, including the Apple iPod.
At what Quality are the Downloads Encoded?
The majority of the MP3 tracks and albums available for sale on this store are encoded at a Constant Bit Rate (CBR) of 256 kilobits per second (kbps). However some individual tracks and albums may have different encoding quality levels.
Do Your Downloads Have any Copy Protection, DRM or other Restrictions?
All tracks and albums are in standard MP3 format and do not contain any copy protection or digital rights management (DRM) controls or restrictions. You are free to duplicate the files for personal use and enjoyment, including burning the tracks on to your own CDs. But you are prohibited from illegal sharing, selling, or reproducing of any of the tracks sold here.
Can I Preview Tracks Before I Buy Them?
Most tracks will allow you to do this, although not everything we carry includes a preview. You can listen to a 30-second preview of each track download that has the “play” button icon next to the track name (this is for both the physical and digital music merchandise). Simply click the Play forward arrow icon, which appears next to each track, to listen to a sample before you buy.
CREDIT CARD/ORDER PROCESSING QUESTIONS:
Why is my credit card being denied?
Here are the reasons why your card might be denied:
- The Credit card company processing your card, for whatever reason has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or bank company.
- The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address of the card matches what the user entered. This is one way that we protect our customers from fraud. If the billing address doesn't match, then the order gets declined.
What is the Card Code?
The card code is a three or four digit number usually located on the back of your credit cards or bank card. This number is an added fraud protection feature used when someone is purchasing a product online or over the phone.
I keep trying to place my order but it's not going through. Why?
Make sure you have filled out all of the fields, including the country we will ship to. If you still have problems, email firstname.lastname@example.org with a description of your problem and we'll look into your specific case. For “outside US” territory, if the blank field does not apply, simply key in a “-“ or a “/.”
It's been a long time and I still don't have my order. What do I do?
Email us at email@example.com You need to have your Order Number. This is the number that you received when your order was placed. Once you email us, we will email you any information we have regarding your order.
What are your shipping rates?
All shipping rates are based on the weight of your items and the location of your shipping address. Exact prices are not known until you reach the shipping section of your check out process. To find out how much it costs to ship to you: select the items you are interested in purchasing (add them to your cart), proceed through the checkout process until you are shown the shipping options and prices in the pull-down menu. If you do not wish to proceed with the purchase, do not enter your credit card information, and simply close the window.
Do you ship to military address or P.O. Boxes?
Yes, we ship to PO Boxes and Military addresses. All packages to PO Boxes and Military addresses must be shipped via the United States Postal Service (USPS). Military Deliveries Please note that the average delivery time is 18 to 45 days.
Do you ship orders outside of the United States?
Yes, we ship to all international destinations. Shipments outside of the United States will not necessarily have tracking numbers. Please also note that there may be taxes and duty fees charged by your country's customs department. Djshadow.com / ShopDjShadow.com is not responsible for any customs charges or duty fees imposed by your country’s customs department, and these fees are not included in the shipping cost of your order.
How can I track my package?
Once your order is placed you should receive a confirmation email within 48 hours. For orders within the United States, this email will contain your tracking number, which can be looked up on either www.UPS.com or www.USPS.com (depending what shipping method you chose). For international orders, only USPS express mail comes with a tracking number.
Gift Certificates/ Coupon Codes:
How do I use my Gift Certificate, Coupon Code, or Store Credit online? Can it be used in retail stores?
You can only use your Gift Card, Coupon, or Store Credit online at shopdjshadow.com. To use your gift certificate, coupon, or store credit, please place your order online, and enter all of your billing and shipping information. In the checkout window, following entering the billing and shipping information, there is a payment window, which includes a space for entering a coupon code, or a gift certificate code. Please enter the code in the provided space, and click “redeem coupon,” or “redeem gift certificate.” If there is still a balance, please enter your credit card information to pay the balance.
I just placed my order, but I forgot to use the promotional code /the code didn't process. What should I do?
Once an order is placed, a promotional code CANNOT then be applied.
I have a Coupon Discount Code, but it is not working, what should I do?
Please contact customerservice (at) djshadow.com but please be aware, as it states in our terms and conditions, we do reserve the right to discontinue any coupon code at any time (this does not include gift certificates, which are valid for eternity until use).
DJ Shadow Admin Team
For Questions and comments, please email us at customerservice at djshadow.com
If you have suggestions for the site or shop, please email using the form at: www.djshadow.com/feedback