Damaged, Missing or Incorrect Items:
If you receive a different item than what you ordered or if an item you ordered is missing or damaged, please contact us immediately. Damaged, missing or incorrect items reported after 15 days of delivery will not be eligible for a refund or replacement. Refunds or replacements are up to the discretion of the shipping team.
If you received an item and you want to return it, you may return it in new and unused condition within 30 days of delivery as long as it is an item that is eligible for return. Items listed as all-sales-final are not eligible for returns. Here is a list of eligible and ineligible items:
Eligible for Return/Refund
- Accessories (sunglasses, patches, etc.)
- Mugs and Glassware
Ineligible for Return/Refund
- Closeout/Sale & Markdown items
- Customized, personalized, or engraved items
- Concert Tickets
- Digital Downloads
- Fan Club Memberships
- Mystery Boxes
- Perishable Products
- VIP merchandise
Eligible items must be returned in their original condition to qualify for a refund. This means they need to include the original packaging, containers, documentation, warranty cards, manuals and/or accessories. Please do not mark or deface the original manufacturer packaging in any manner. We will not honor returns for any merchandise that have been used or are not in their original, new condition.
When an eligible item is returned, we will issue a refund in the amount of the purchase price of the item itself; shipping, handling, processing, customs, and any other fees are nonrefundable. The refund will be processed to the original method of payment. If you no longer have access to your original method of payment, we will work with you to issue a PayPal refund.
Only an item ordered on an P/TY website can be returned. We do not accept returns on items purchased at concerts, airports, retail locations, pop-ups etc.
HOW TO RETURN AN ELIGIBLE ITEM
We will only accept returns for eligible items by mail. We will not accept them in person.
Contact us regarding your eligible item via text, email or live chat to request a RETURN AUTHORIZATION NUMBER.
Once you receive your return authorization number, fill out the Return Authorization Form, and include it with your return package to the address below. Please also mark the exterior of your package with your return authorization number.
1909 H Street
Sacramento, CA 95811
Only pre-authorized returns (complete with return authorization number) will be accepted by our shipping department. Packages without a return authorization number will be returned to the sender and we will accept no liability for them.
Only an item ordered off of a P/TY website can be returned. We do not accept returns on items purchased at concerts, airports, pop-ups etc.
You, the customer, will be responsible for shipping and packaging costs related to returning or exchanging an item. We will not accept returns, COD, or prepay for return shipping.
When you return an item, we encourage you to choose a service that will provide you with tracking and that will allow you to insure your shipment. Tracking ensures that you know when your return has arrived at our warehouse and if it gets damaged in shipping, you may be able to recoup the cost of the product from the carrier. We are not responsible for lost, damaged or misdirected returns.
Once we receive your item and verify its condition, we will email you to confirm receipt and will issue you a refund to your original method of payment. If you no longer have access to your original method of payment, we will issue you a refund to a valid PayPal account. We will only refund the purchase price of the item. Shipping, handling, processing and customs fees are nonrefundable.
The same categories of items that are eligible for returns are eligible for exchanges as well.
HOW TO EXCHANGE AN ELIGIBLE ITEM
The exchange process varies by item type so please contact Fan Support for assistance with an exchange.
DELIVERY AND TRACKING
Our distribution center is located in Sacramento, CA. Items that are in stock generally ship within 1 to 2 business days of processing time. Items that are pre-ordered vary but generally ship within 6 to 8 weeks. When choosing a shipping method, please note that expedited shipping applies to the shipping time from when something leaves our warehouse to when it is delivered to you. It does not mean that your item will ship the day you order it.
For domestic shipping, there are a few options. First class service transit times average 4 to 8 business days, while economy services average 7 to 14 business days.
For international shipping, transit times average 10 to 20 business days. Due to COVID related protocols, this time frame may vary depending on the country of destination. Please contact our Fan Support team for more information regarding shipping to a specific country.
INTERNATIONAL ORDERS & CUSTOMS FEES
International orders are subject to import, duties, and customs taxes, which are applied once your shipment reaches the country of destination. We cannot predict what your particular charges may be. For more information regarding your country’s custom policies please contact your local customs office. All taxes, duties and customs fees are the responsibility of the recipient of the package. Your local carrier may be able to give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery.
It is not uncommon for packages shipped internationally to take up to 10 weeks for delivery. If this time frame has passed since your package shipped, please contact Fan Support ([email protected]).
P/TY also provides fulfillment services for 3rd party companies. While P/TY might not oversee the transaction, your package may be mailed from our distribution warehouse. In these cases, we may not receive your shipping information until the “Selling Company” has passed that information to us (oftentimes, this information is not passed to us until the show you attended has passed). Once the information is received, your package will be prepped and shipped to you. You should receive an automated email with tracking information once your shipment is in transit to you.