Returns
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Digital downloads are non-refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.
You can initiate a return by emailing support@shop.richardmason.com and in the subject line, enter your order number and reason for requesting a refund. If you are returning multiple orders, please ensure each order is packaged separately. If multiple orders are packaged together, this may delay a resolution.
Please be sure to obtain a copy of your receipt when dropping off your return package to help ensure a speedy resolution should your return experience any shipping delays. If your items are eligible for return, we will refund the amount paid (including any tax) for the product once we receive and process the return.
We only accept returns within 30 days of delivery, and only for products that are in new condition in their original, intact packaging. Please note that any shipping costs on the original order will not be refunded for returned items.
To complete your return, we require a receipt or proof of purchase. If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 business days, we reserve the right to refund your order.
If the item you ordered was placed through our third-party partners (e.g. Teespring), then please process a request for a refund here.
There are certain situations where only partial refunds are granted:
- Merchandise with obvious signs of use
- Physical media such as CD, DVD, Blu-ray, USB thumb drive, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. For customers with shipping addresses within the US, free return labels will be provided. International customers are responsible for covering any costs associated with returns.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.
We make every effort to fully and accurately represent the product design, color, and other product description details. However, as pre-orders are in advance of production, the design team reserves the right to make certain changes if necessary to ensure the quality of the item before shipment.
If you believe the item you received differs greatly from the description, or you believe the wrong item was received, please contact us. Be sure to include a photo or two so our team can see the difference in order to better help you.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@shop.richardmason.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to the address listed under the Shipping Returns section.
If your item arrived damaged, or you received an incorrect item:
Please contact us as soon as possible so we can investigate and resolve your issue. Please attach photos with your submission. Photos are required to verify the damage and/or to confirm which incorrect item was shipped. This helps us investigate what went wrong and prevent similar issues for you and other customers in the future.
Upon review of the photos, we’ll issue a return label to you via email. Once the affected item is received by our warehouse, we’ll ship you a replacement or refund you if the item is no longer in stock.
Please be advised that we are not responsible for any damages to any merchandise once the item has been worn, used, or washed.
Please also be advised that we are only able to process a refund or replacement for damaged and/or incorrect items returned within 30 days from the date you received the order.
If your order arrived incomplete:
Please contact us as soon as possible, letting us know what is missing from your order so we can investigate and resolve your issue.
Please be advised that we are only able to process a refund or a reshipment for the missing item(s) within 30 days from the date you received the order.
Digital Downloads
To access your files on an iOS device, you’ll need to first download them to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologize for the inconvenience!
How to access your files on your Android Phone:
- To access the album on your phone, follow the link provided and click “Download.”
- You will then be taken to the downloaded folder, and you will then need to click “extract all.”
- Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format.
- You can then listen to the album on your phone’s music app.
How to access your files on your desktop computer:
- Open the downloaded folder (in most cases, the folder name will end with .zip)
- Click “Extract all.”
- Once the album is finished downloading, a new folder will pop up with the files in MP3 format.
- You can then copy and paste the album to your desktop or mobile device.
Can I get a refund on my digital music purchase?
- Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music.
- If you have trouble accessing the music, please reach out to us, and we’ll make sure you can access your music ASAP.
I live outside the US. Why can’t I buy or access digital downloads?
In some cases, unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.
Discounts
Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. The purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon, and/or offer. Promotions have no cash value. The offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed, or otherwise restricted. Returns or cancellations of any portion of a purchase require equal forfeiture of the offer or the amount equal to the offer. RMG Records and RichardMason.com have the right to end or modify any promotion at any time at its sole discretion. Other restrictions may apply. Offers only apply to the United States unless otherwise noted.
Shipping
To return your product(s), mail it to:
RichardMason.com
1065 SW 8th Street PMB 5542
Miami, FL 33130
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where your order is within the shipping process, we may be able to update your order with a shipping address change, quantity change, or cancellation. To request one of these changes, please contact us, and we’ll make every effort to accommodate your request! Unfortunately, we are unable to make any changes to sizes in your order or swap items.
Once your request is received, one of our team members will notify you via email to confirm whether or not your request was able to be processed. If a size, color, or other variant doesn’t appear online, it is not currently available for purchase.
Please remember that all orders are subject to our return policies, unless otherwise stated in the product’s description or order confirmation email. Some carriers will mark a package as delivered before they deliver it. Though unusual, this can happen up to 5 days before an item is delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out first to the carrier to submit a lost package claim. After it has been filed, email us with the claim number, and we’ll do our best to help!
Tracking information will be sent via e-mail once your package is processed for shipment. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note that it can take up to 3 days for your initial tracking information status to update.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The time it takes for your order to be delivered depends on the shipping method chosen at checkout. Please note that the shipping times are in addition to pre-order and processing timelines.
Shipping options include:
International Shipping
For deliveries within the US:
UPS Mail Innovations (5-7 days transit)
USPS Media Mail (2-10 days transit)
FedEx Smartpost (2-7 days transit)
For deliveries outside of the US: Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
APC ParcelConnect Priority DDU (Economy) (11-15 days transit)
APC ParcelConnect Priority DDU (Delivery Confirmation Included) (11-15 days transit)
Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
Please note that shipping delays will occur if you provide an incorrect address at checkout. If your package is returned to our facility due to a shipping or delivery issue, we’ll reach out to you via the email address provided with your shipping information. If we don’t receive a response within 5 business days, we reserve the right to cancel and refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.
Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase.
If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.
Please note that in the event of an order shipping in multiple packages, we can only refund you for what has been returned to us.
My item was shipped, but still hasn’t shown up. Is it lost in the mail?
Shipping delays will occur if you provide an incorrect address at checkout. You have up to 30 days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or a refund for your missing item(s).
Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.