Frequently Asked Questions

Orders - Ordering and payment procedures: How can I get a copy of my receipt?; Where can I track my order?; Can I change my order or cancel it?; I have not received my order; Which payment methods do you accept?; How do I apply a discount code to my order?

Shipping - Shiping related questions: How much do you charge for shipping?; Do you ship internationally?

Returns - Returns of damaged goods and refunds: How do I return faulty goods?; When do I get a refund for damaged goods?; Do I get a refund if I return goods that were purchased with a gift certificate?

Gift Certificates - purchase gift certificates for your loved ones: How much do gift certificates cost?; What happens if I don't use all of my gift certificate?; What happens if I purchase products totalling more than my gift certificate?; Can I exchange my gift certificate for cash?

Orders

How can I get a copy of my receipt?

Your receipt is the confirmation email that you would have received after successfully placing an order. If you need a duplicate you can enter your order number if you have it or email us to request that a duplicate be sent to you.

Where can I track my order?

Enter the confirmation details on the order status page to track delivery.

Can I change my order or cancel it?

Because we aim to ship out all orders within 2 business it is not possible to cancel an order once it has been shipped. If the order is missing any items or any goods are damaged you can however return it as per our Returns & Exchange Policy.

I have not received my order

Please allow at least 5 business days to receive your order. You can check the delivery status of the order from the Order Status. If you still have not received your order after 5 business days have passed please contact us so that we can track your order for you.

Which payment methods do you accept?

We accept MasterCard, American Express, Visa and Discover Cards

How do I apply a discount code to my order?

You will be given the option to enter a discount code when you checkout and select your payment method.

Shipping

How much do you charge for shipping?

Shipping charges vary depending on the size and weight of the products purchased together with the delivery method. You can estimate the cost of shipping on each product page by using the ´Check shipping costs and arrival dates´ option.

Do you ship internationally?

A lot of the products we have are available for shipping to international countries and this option will be displayed on each product page. Shipping charges will have to be calculated manually and we will contact you with a price for shipping before charging your credit card so that you can agree the charges.

Returns

How do I return faulty goods?

So that we can provide the best customer service for the return and exchange of faulty goods we have set out some guidelines to ensure the process is as quick and hassle free as possible:

It is essential that you inspect the products upon delivery to identify any problems and to verify that all the products ordered are included in the package.
Make sure you keep a copy of the delivery receipt which should be given to you by the delivery personnel.
Should you find that the items are damaged you can opt to refuse the delivery making sure to write a description of the damages on the receipt.

When you contact us regarding any damaged or missing goods provide us with as much information as possible so that we can track the order to the correct merchant or warehouse:

Order number
Full name and delivery address
Description of the damaged goods
Name of the freight carrier
Delivery receipt number

The above guidelines should also be followed in the unlikely event that your order is incorrect i.e. you are sent the wrong items. We will of course rectify the problem by sending you the correct items as soon as possible.

Products that are returned following the guidelines will be refunded via a store credit or refund to the original payment method. Products purchased with a gift certificate are only eligible for a refund via an in-store credit. Credits or refunds will be processed once the product have been returned minus any processing fees if applicable.

When do I get a refund for damaged goods?

Once we receive the goods and check the damage we will process the refund either via an in-store credit or to the original payment method.

Do I get a refund if I return goods that were purchased with a gift certificate?

Of course as long as you follow our Returns & Exchange Policy. You will get a refund to your gift certificate account as gift certificates can not be redeemed for cash.

Gift Certificates

How much do gift certificates cost?

You can buy a FirstBeatShops Gift Certificate for the following amounts:

$25.00
$50.00
$100.00
$250.00
$500.00

What happens if I don´t use all of my gift certificate?

If you purchase products totalling less than the value of your gift certificate the remaining balance will be credited to your gift certificate account for future use.

What happens if I purchase products totalling more than my gift certificate?

You can pay the balance between your gift certificate total and the total amount using your credit card.

Can I exchange my gift certificate for cash?

All gift certificates must be used to purchase goods from the relevant store and can not be redeemed for cash.

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