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FAQ / Support

If your question is not answered below, you can Contact Us

FAQ

What are the shipping costs?

Shipping prices are determined straight from the US Postal Service shipping rate sheets. The cost of the shipping depends on the weight and size of your entire order and its destination from our warehouse.  Certain items, such as poster prints and t-shirts, may be shipped separately in different containers. 

Go ahead and add items to your cart, and begin the checkout process. Shipping options and costs will be available to you to choose from there. 

Do you ship internationally?

INTERNATIONAL SHIPPING

Yes, we ship internationally to select countries.  Prices are determined by the weight of the order and its destination. From time to time, we may offer shipping specials that reduce the shipping cost to a flat rate instead of a calculated rate.

What are your shipping methods?

Please allow 1 to 2 business days for shipment of orders.

Delivery is by the US Postal System (USPS) for Domestic and International shipments are delivered by your local post office.

Here are some available shipping options:

USPS (Domestic)
USPS Media Mail
USPS Priority Mail (2-Day)
USPS Priority Mail Express (1-Day) 

USPS (International)
USPS First Class Package International Service

What forms of ordering and payment do you accept?

The Piuma Shop accepts Visa, Mastercard, Discover, Diner's Club, JCP and American Express as credit card payment options. We also accept PayPal payments.

What is your exchanges returns and refunds policy?

RETURNS

We want you to love your purchase but if you are unhappy for any reason, please notify us within 30 days of receiving the item.  

We will only accept returns for unworn, unwashed, undamaged merchandise or for situations pertaining to product quality. Refunds will only be issued (back to your original form of payment) after the merchandise is received and reviewed.  

If there is any sign of wear or use, your return will not be processed and you will not be refunded.  You will be contacted with two options: the item can either be shipped back to you at no cost or donated if a response is not received after 5 days.

To place a return:

1. Contact us here.  When you e-mail us, please include:

  • Your order number
  • The reason for return

We'll get back to you within 72 hours with an RMA number.

2. After receiving an RMA number, please send your order postage-paid back to us at:

Piuma Shop c/o Shining Light Records
{PMA-#XXXX} <–Put your order number here
RMA #  <–Put your RMA number here
5805 White Oak Ave., #18322
Encino, CA 91316
USA

Write a note with the desired action. Once received, we will process the return. To ensure proper delivery, we recommend using a trackable shipping service as we are not responsible for lost packages.

All music sales are final. All custom printed poster/print sales are final. All sales for digital items are final.

EXCHANGES

Unfortunately we are unable to process exchanges at this time.  If you are interested in a different size or color than originally purchased, please proceed with the return process and place a new order for the desired merchandise.  

** If your package is undeliverable due to incorrect/incomplete shipping details and bounced back to us, reshipment of the original merchandise is possible but at your expense.  We can only offer a refund, less shipping costs, for bounced packages with undamaged merchandise.**

How does the charge appear on my bill?

It is important to note that the charge that will appear on your statement will be from SP * PIUMA SHOP.

If paying through PayPal, the charge that will appear on your statement will be from SLRMUSICGRO. 

The Piuma Shop is a division of Shining Light Records, which is a subsidiary of SLR Music Group, LLC. 

Can I call in or fax my order?

Not at this time. Our website is awesome, try it out!

How do digital downloads work?

All sales for digital items are final.

When you purchase digital items from the Piuma Shop, you'll be sent a link separately from your order confirmation e-mail within 15 minutes of your purchase. The file arrives on your computer in a compressed format called zip. Before you can access the media, you will need to decompress, or "unzip" the zip file.  You must download the files on a computer, typically, you cannot download or view ZIP files on mobile devices such as iPhones or Androids.

Unzipping is accomplished by:

If you're on a Mac, double-click the file. You're done. A folder will be created with the music files inside.

If you're on a PC, right-click the file and choose "Extract All..." Don't see an "Extract All..." option?  If you do not see an "Extract All..." option, double-click the file. This will open a window listing the files inside. Press Ctrl+A to select all the files, then drag them into a folder or onto your desktop. If that does not work either, then you may not have unzipping software built in to your PC. In this case, please download unzipping software here, and repeat the steps above. 

How do I add downloaded music into iTunes or Windows Media Player?

First, unzip your download using the above instructions.

To add music to iTunes, just launch iTunes and choose File > Add To Library. Or, drag and drop the audio files into your "Library" within iTunes.

To add music to Windows Media Player, select the audio files, then right click them and choose "Add to Windows Media Player List." Or, drag and drop the audio files onto the Windows Media Player window (if that doesn't work, try the drag/drop operation again, but make sure the Library tab is active in Windows Media Player first).

 

Orders

Where is my order?

For deliveries to the United States:
Please allow anywhere between 7-21 days for domestic deliveries (unless you have chosen Priority or Express Mail).

If it has been over 21 days from ship date and your package still has not been delivered, please contact us and we'll arrange for a replacement or refund (if item is no longer available).

For deliveries to international destinations:
Please allow anywhere between 2-6 weeks for international deliveries (unless you have chosen Priority or Express Mail International). Also, take note of the USPS tracking limitations for international orders:

"USPS generally will scan these items at acceptance within the United States, but this type of number is not scanned for tracking purposes outside the United States.

Tracking, tracing, insurance, or inquiries are not provided as part of the service for First Class Mail International, Priority Mail International Flat Rate Envelopes and Priority Mail International Small Flat Rate priced boxes, and foreign posts are not required to capture the scans."

If it has been over 6 weeks from ship date and your package still has not been delivered, please contact us and we'll arrange for a replacement or refund (if item is no longer available).

How do I track my order?

When you place an order, you're given the opportunity to create an account with us. Once you do so, you can log back in anytime to see your orders and their status. If you didn't create an account, no worries, you will receive an e-mail from the same address as your order confirmation e-mail telling you when your items have been shipped, and it will include the tracking number(s).  

In some cases, you may receive multiple shipping e-mails if we had to ship your order in multiple parts.

Please note, if you have ordered an item that is out of stock (it will say so on the page, with an ETA of when we expect it to be back in stock), it will not ship until that time.

Similarly, if you have ordered an item that is a pre-order, or your order includes a pre-order item, your order may not ship until the date of release. Pre-order items such as albums with future release dates may not ship until the release date, or at most a day or two before.

How do I return an order?

Before returning your item(s), please Contact Us first.  When you e-mail us, please include:

  • Your order number
  • The reason for return

We'll get back to you within 72 hours with an RMA number and return address.

Can I include a gift note with my order?

Yes, just give us your directions in the "Special instructions for seller" text box when viewing your Cart. 

My order arrived damaged

First of all, sorry about that! If your order arrived damaged, please contact us here. Be sure to include your order number and a photograph of the damage so that we can make a claim with the carrier on your behalf.  

We'll do our best to get a replacement out to you ASAP after receiving this information, however, if we're out of stock on any of the items you may have to wait for restock or accept a refund if they're no longer in production.

I'd like to add an item to my order

Unfortunately, our eCommerce platform doesn't allow us to add directly to your order, but we can make the change manually.  To do this:

1.  Be sure your first order hasn't shipped (you would have received a shipping confirmation if it did).

2.  Contact us, letting us know your order number and that you would like to add items.

3.  We will then let you know to go ahead and place a new order with all the items you would like, and we will cancel/refund your prior order.