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Customer Support

 CUSTOMER SUPPORT

 

Questions about your order? Feel free to reach out to our team at orders@billboard.com. Please allow 48-72 hours for our team to get back to you. 

COVID-19

How will COVID-19 impact my order?

As a result of COVID-19, we are seeing some delays in the following:

  • Production time of products
  • Fulfillment of Orders
  • Transit times

During COVID-19, please allow 9 to 12 business days from the time of purchase to the time of shipping for your order to be processed. Pre-order items will have their own shipping timelines in the product description.

After your order is processed, your order will ship based on the option selected at check out. On average, this is about 9-12 business days for domestic shipments. For international shipments, please allow up to 30 business days. Please email shop@billboard.com for info regarding your order.

About Our Products

When Will My Limited Edition BTS box set ship?

The box sets will begin shipping at the end of October

 Will there be future collections?

Yes! Our team is busy at work curating future collections of products which will reflectBillboard’s history.

 

Processing Your Order

Where is my order confirmation? Did my order go through?

If your order went through successfully, you will receive a confirmation email containing the details of your order as well as your confirmation number. This email gets sent to the email address that was used at the time of order placement.

If you are missing your confirmation email, accidentally deleted it, or for whatever reason can’t find any of your order information, contact us at orders@billboard.com and one of our team members will be more than happy to assist you.

Can I combine two orders to save on shipping?

Unfortunately, no. Orders may be printed by different vendors and therefore may be shipped from two different locations.

When will my card be charged?

After placing your order, you will be charged for the full cost of your order immediately.

If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us via orders@billboard.com.

Can I change my order?

Please contact us at orders@billboard.com and we will be happy to change your order if it has not yet been sent to production. Typically, print on demand items, marked FINAL SALE in the product description,  are sent to production quickly after the order is placed. Unfortunately, we are unable to change any orders which have already been sent to production. Please check all information carefully before placing your order. If you discover a mistake with your address, please contact us as soon as possible and include the correct address in your email to us.

Can I cancel my order?  

Please contact us at orders@billboard.com and we will be happy to cancel your order if it has not yet been sent to production. Typically, print on demand items, marked FINAL SALE in the product description,  are sent to production quickly after the order is placed. Unfortunately, we are unable to cancel any orders which have already been sent to production.

Can I exchange or return items?

Some items available for sale on the site are made on demand and do not have inventory. These products are marked FINAL SALE in the product description. Because of this, we cannot accept exchanges or returns on those products. For all other items, returns can be made for exchange or refund.

Please note the cost of shipping for any returns or exchanges are the responsibility of the customer requesting the return. Items must arrive in their original condition for returns to be processed.

If you would like to request an exchange/return please email us with your name, order number and items for exchange/return via orders@billboard.com.

Can I place an order over the phone?

We only accept orders placed through our website. If you’re having trouble accessing the site for any reason, please reach out to us at orders@billboard.com and we’ll do our best to help.

 

Shipping Your Order

The tracking is showing the order has been delivered, but I haven't received it.

Please make sure to check the front/back porch, with your neighbors, or family members and roommates. Occasionally carriers will mark a package delivered before it actually is. We recommend waiting 2-3 days after the last status update (not including weekends) to give USPS time to complete the delivery.

We also recommend doing the following within 2 days of expected delivery:

  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else accepted the delivery
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.

Please let us know if you haven’t received your package after 3 days without a status update. If you are unable to track down your order, please contact us at orders@billboard.com and we will do our best to assist you.

Can I change my shipping address after an order has been placed?

Please contact us at orders@billboard.com, and we will be happy to update your shipping address if your order has not yet been sent to production. Typically, items are sent to production 1-2 hours after the order is placed. Unfortunately, we are unable to adjust the shipping address for orders which have already been sent to production.

How will I know my order shipped?

As soon as your order has shipped, you will automatically receive a notification via email with the order shipment details.

How can I track my package?

The email notification you receive with order shipment details will include the tracking number for your package. Please allow 48-72 hours for your tracking link to become active.

Unfortunately, not all international orders will receive tracking. If you happen to receive tracking on your international order, please note that the tracking only shows the last location scan of the package and it will only update until the shipment gets to the border. Once it reaches the destination country, it will then be delivered by the local post office of that country.

If you cannot find, or you have not received a shipment confirmation email, please reach out to our team at orders@billboard.com.

Why isn’t my tracking number working?

Please allow 48-72 hours for your tracking link to become active.

If it has been longer than 5 business days for the tracking to update, or you are unsure of which carrier the tracking number belongs to, please reach out to our team via orders@billboard.com.

What if my package is lost?

If you believe your package has been lost in transit, please reach out to our team. If the item is eligible, we will reprint and reship a new order at no charge to you if your order appears lost in transit. If your tracking number shows the item was picked up from the manufacturer, but the tracking information has not shown movement for more than 15 business days, please contact us at orders@billboard.com and include your order ID and shipping address.

Why is my order marked Return to Sender? 

If your order is being returned to sender for any reason such as: 

  • Refused 
  • Unclaimed 
  • Not called for 
  • Denied Due to Customs Charges 
  • Incomplete / Insufficient Address 

Please contact orders@billboard.com

 

International Shipments

Do you offer international shipping?

Yes, but not for all products. Some products are limited to the US & Canada only. We appreciate the business from our international customers. Please be aware that the items in your order must not be prohibited by embargo or international restrictions. We are not responsible for orders confiscated by the legal authorities of your country or state 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 charge, customers shipping to locations outside the U.S. are responsible for paying all costs associated with importing the order, including all taxes, fees and/or duties. Import fees will be billed to you by FedEx, FIMS, or any third party contractor fulfilling your shipment. The listed shipping cost covers the cost of shipping only.

Please also note that 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.

Please double check your shipping address for accuracy prior to placing your order. In some countries, additional tracking information is not available once the package is passed off to local carriers.

If your order is delayed, it may be held in customs for processing and take up to six weeks to arrive. Any unclaimed packages will be returned to the manufacturer and not eligible for reshipment or refund. We recommend contacting your local customs officials for assistance.

Do you ship to parcel forwarding addresses?

If you choose to use a parcel forwarding company, you do so at your own risk. Billboard is not liable for any damage, defect, or loss that occurs once your order is delivered to the address entered at checkout. We will not offer replacements or refunds for items that are reported missing or damaged that have been delivered to a parcel forwarding address. 

 Are there additional shipping costs for International orders? 

Shipping charges do not include any import tax, duties, or customs and clearance fees which may be levied once your shipment reaches your country. We are not responsible for these fees and are unable to supply estimated duties and taxes, as this information varies by country.

As the Importer of Record, you are responsible for any of these charges or others imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Please contact your local customs office for information on what these charges may be.

Do you ship to APO/FPO addresses? 

We do! Please select, "Ship orders to addresses within the US, Canada, and APO / FPO military addresses. "When shipping to an APO, please make sure to include the complete APO address. You must select USA as the country. Please note that UPS does NOT ship to APO/FPO addresses.

 

Returning Or Exchanging Your Order

What’s your return or exchange policy?

Unfortunately, we are not able to offer exchanges or refunds for all orders. Some items available for sale on the site are made on demand and do not have inventory. These products are marked FINAL SALE in the product description. Because of this, we cannot accept exchanges or returns on those products. There are no refunds issued for these products. 

For all other items, including those marked “pre-order” in the product description, if you would like to request a return for an exchange or refund, please email us with your name, order number and items for return/ exchange via orders@billboard.com.

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

While we believe in the premium quality of our products, sometimes mistakes happen. If you receive a defective or damaged item, we will replace it at no cost to you. Replacements are valid for identical items only. We must receive notice of damaged or incorrect items within 15 days of receipt. Please contact us at orders@billboard.com to report a defective or damaged item. Make sure to include a photo of the damaged or incorrect product, a description of the issue, and the order number.

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.

Once the refund has been processed, it usually takes about 5-10 business days for it to show up in your account. If you are experiencing any delays with seeing the funds back in your account, please contact your bank provider.