Contact Us / FAQ
Below are some commonly asked questions.
If you have any other questions, please contact us at email@example.com.
WHY HAVEN'T I RECEIVED MY CONFIRMATION EMAIL AFTER ORDERING/REGISTERING/SHIPMENT?
Please check your Spam Folder — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, please email us at firstname.lastname@example.org.
Pre-release ordering is available for select items. The release date of your items will be shown on both the details page and in the cart. We make every effort to ship preorder products to arrive at US addresses on or before street date, but cannot guarantee a delivery date.
If you live in the U.S. and would like to receive your music on or about release date, please place your order no later than 10 days before the scheduled release date.
International orders will not arrive by the US release date and may take an additional 3-4 weeks to get to you. International shipments including Canada and Mexico are sent by the United States Postal Service Economy and may be held by your local Customs Authority for an additional 10-14 days depending upon the customs laws in your country. Therefore, it is best to allow 4-5 weeks for delivery.
Please be aware that release dates are subject to change.
WHEN WILL I RECEIVE MY ORDER?
In stock, non-preorder items shipping to addresses within the United States are sent by US Mail (USPS) or FedEx. Army Post Office (APO) addresses have an average transit time of 10-21 days.
Domestic Shipping (US). Our domestic carriers are USPS and FedEx. If FedEx is being used, the “ship to” address may not be a P.O. Box or your order will be considered an “Undeliverable Package” (see the Undeliverable Packages section below). The shipping timeframes provided during the checkout procedure are estimates only. The typical delivery timeframe for USPS is three (3) to ten (10) business days. The typical delivery timeframe for FedEx depends on the service selected. If you have not received your delivery, you must contact us within sixty (60) days of purchase or we will not be obligated to re-ship.
International Shipping (Outside The US). The shipping timeframes provided during the checkout procedure are estimates only. The typical delivery timeframe for international orders is two (2) to four (4) weeks but please allow up to six (6). If you have not received your delivery, you must contact us within sixty (60) days of purchase or we will not be obligated to re-ship. In any event, we are not obligated to reship unless a trackable method of shipping was chosen. Please choose your shipping method carefully. Empire will not reship your order due to non-receipt unless you choose International Priority (a trackable shipping method) during checkout. You are responsible for any and all duties and taxes incurred upon delivery. If you refuse to pay duties and taxes your order will be returned to Empir, you will be required to pay a $5.00 return fee, and you will receive a credit for the subtotal of the order but will not be refunded the cost of shipping and handling or (if applicable) gift wrap.
Orders received over the weekend and on holidays will be processed the following business day. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
If you do not receive your order within the time frames above, please contact Customer Service.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Credit cards accepted: MasterCard and Visa Credit cards issued by U.S., Canadian and Japanese banks
We do not accept: Cash, CODs, Layaway plan, Personal checks, Money orders, Phone orders, Credit cards issued by banks outside the U.S., Canada or Japan, Credit cards with billing addresses outside the U.S., Canada or Japan, Visa or American Express Gift cards.
IS IT SAFE TO USE MY CREDIT CARD?
Safeguarding your privacy and confidentiality is of the utmost importance to us. We use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.
HOW TO CHANGE YOUR ORDER?
Our Store processes your orders very quickly. If you find that you have made an incorrect order, please notify us immediately by contacting Customer Service.
If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order.
HOW DO YOU CALCULATE SHIPPING?
Customer shipping costs will be based on the weight of the items ordered. Please note specialty items may require extra shipping and handling.
All orders that contain posters, please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.
WHAT IS YOUR RETURNS AND EXCHANGES POLICY?
If you have received damaged, defective or incorrectly shipped merchandise, please contact Customer Service and return the product within 30 days of receipt following the Return/Exchange Instructions below. We will gladly replace or refund the merchandise without additional charge upon return.
If you have ordered incorrectly or are not happy with your purchase, please follow the Return/Exchange Instructions below (and on your packing slip). On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment, including a $5.00 restocking fee.
Empire will not accept any items for return or exchange after 30 days from receipt. (Note that for orders shipped via a non-trackable method we won't be able to determine receipt date.) Empire is not responsible for any items returned to us via a non-trackable delivery method that go missing in transit.
Please include the following in your email to Customer Service and in your return:
Your order confirmation number
Your first and last name
Your mailing address
Your phone number
What you are returning and why
How you would like us to handle your return or exchange.
We highly recommend that the items be returned to us using a mail service that provides tracking or insurance.
3929 E. GUASTI RD
ONTARIO, CA 917611546
Once your return has been received by us, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.
Items That Cannot Be Returned or Exchanged:
Unfortunately the items listed below cannot be refunded, returned, or exchanged. All sales of these items are final except only in the case of a manufacturer's defect, backorder, unshipped pre-order, or undeliverable package.
Underwear or bathing suits
Any apparel item deemed by Empire to show obvious signs of use
Any physical media (CDs, DVDs, vinyl records) that has been opened (removed from its plastic wrap)
Any downloadable media Any item that is not in its original condition (for example, is damaged or missing parts) for reasons not due to an error on Empire's part.
Empire will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undeliverable and returned to Empire. Empire will not re-ship any order that is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete.
HOW DO PROMO CODES WORK?
If you have a promotion or discount code, you may enter it during checkout. Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.