We are not able to offer exchanges or refunds for all orders. Some items available for sale on the Shop are made on demand and have no inventory. These products are marked FINAL SALE in the product description. There are no exchanges, returns or refunds for these products. 

 

For items marked “pre-order” in the product description on the Shop, a return/exchange can be requested. If you would like to request a return for an exchange or refund, please email us with your name, order number and item to return/exchange via orders@billboard.com.

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.

Billboard Magazine is not required to offer refunds once an order has been placed. We can only offer replacements for the following limited reasons: if an item is defective or has been damaged in transit; if the size apparel which is delivered is not the size which was ordered; or if the item delivered is not the item which was ordered. If any of the above occur, we may provide a replacement of the same item in accordance with the details below. 

DAMAGED GOODS; INCORRECT SIZE; INCORRECT ITEM

Defective and/or damaged merchandise due to shipping, incorrect size and incorrect item deliveries must be reported within 15 days of receipt. Please contact the Support team at orders@billboard.com and we will provide instructions to request a replacement item.

To let us know about an issue, please contact our Support Team at orders@billboard.com and submit the following information:

1) Your original order number

2) The nature of your request (e.g., requested replacement for specific size)

3) Images of the issue/damage

4) A shipping address to deliver your replacement item(s)

 

LOST PACKAGES

If your order has spent more than 15 business days in transit (for standard shipping) or exceeded the predicted shipping time for an expedited or overnight method, it’s probably lost in transit. At this point, you’ll need to contact the customer service team so we can file a claim with the shipping carrier. We require the order number, a short explanation of the issue, and the confirmed correct shipping address to process a claim.

Delivery issues should be reported within one month of purchase.

LOST INTERNATIONAL ORDERS

International deliveries are shipped using various partners and are usually completed within 1-3 weeks. However, packages may take up to 21 business days to reach their final destination. International deliveries do not provide consistent tracking updates, and this may cause a shipment to appear stalled on the delivery route. Other factors that may extend the delivery window:

• The package is handled by multiple carriers, including handoff off to local post offices
• Local customs department processing times vary depending on the country and declared value
• Carrier work stoppages, like strikes
• Inclement weather along the delivery route

Due to these variables, we cannot provide a guaranteed delivery date for international deliveries. 

If your international order has not arrived at the delivery location by the 21st business day, please reach out to our Support Team at orders@billboard.com so we can arrange a replacement at no cost to you. The reprint will be issued using the original shipping address and the shipping method.

 

INCORRECT SHIPPING INFORMATION

If an incorrect or incomplete address has been provided, the package will be returned to the vendor and may be reshipped at your cost.