How to Reach Us

This store is powered by 11spot.com; a Direct-to-Fan ecommerce solution for Independent Labels and Artists

Email inquiries: customerservice@11spot.com 

Phone inquiries: 1 877 733 3931 ext. 333   

11spot customer service will be available during business hours EST, Monday – Friday (except for National holidays). Our goal is to respond to all inquiries within 24 hours of receipt.

Privacy

Will my personal information be shared with anyone? No. We won't give your email address or account details to anyone else. You can manage the way you receive emails from us any time by clicking the Personal Information icon on your My Account page.

Will my credit card be saved on the 11spot Web Shop server? No. All 11spot.com transactions are routed through PayPal for buyer-protection purposes. 11spot.com does not retain credit card information on file, and because of this customers will be required to re-enter their billing information and payment details on all future purchases, even if you already have an account established with an 11spot.com-hosted store

Orders
How will I be billed? “11spot.com” will show up on your credit card statement. 11spot.com accepts Visa, MasterCard, American Express, and Paypal.

Will I be charged tax on my order? In adherence with federal regulations, we are required to charge sales tax on purchase made within any state in which our company has employees. Residents of NC, PA, IL, NY, WA or CA will be required to pay sales tax on any orders for physical products from 11spot.com. All digital sales are non-taxable, regardless of state of residence.

How is tax calculated on bundles and specials? Bundles and specials that contain only digital items are not taxed. When a bundle contains both physical and digital items, the tax is based on the value of the physical items. You'll always have a chance to review the amount of tax being charged before you complete the checkout process.

Can I add an item to my order? You can easily add new items to your cart during the shopping process. If you decide to order another item after you have completed the checkout procedure and receive order confirmation, you'll need to place an additional order.

Where can I find my Card Verification Number (CVV2)? The Credit Card Validation Value (CVV2) is an anti-fraud security feature to help verify that you are in possession of your credit card. For Visa/Mastercard, the three-digit CVV number is printed on the signature panel on the back of the card immediately after the card's account number.

Shipping

What are your shipping charges? 

What is a pre-order and when will I receive it? 11spot allows fans to reserve copies of new albums in advance of release date by placing a pre-order. Pre-order customers will be charged when they place their order. We make every effort to ship pre-orders to arrive as close as possible to the official release date.

I only received part of my order. What do I do? Check your packing slip. If the missing item has a "B/O" next to it, then the item was on back-order at the time your order was shipped. Once the requisite stock arrives to us, we will ship out the remaining items from your order as soon as possible. If your packing slip does not indicate a back-ordered item, please contact customerservice@11spot.com, citing your Order Reference Number.

**NOTE: If your order contains a pre-ordered item, any additional items from that order may be held until all items ordered can be shipped together. If you would like to receive those additional items before the release date of a pre-order, you should place a separate order which does not contain any pre-ordered items.**

How do you ship your items? For domestic shipments, we utilize USPS First Class and Media Mail. All international shipments are sent using FedEx International Mailing Service (FIMS).

How long will it take for my order to arrive? Domestic customers can expect their package(s) to deliver in 7 to 10 days after shipment. For international customers, typical transit time on shipments is roughly 3-4 weeks depending on the destination country. All customers will receive a notification email when their order ships. If your order has not arrived in the time period indicated above after receipt of the notification email, please contact customerservice@11spot.com, citing your Order Reference Number.

Will I have to pay customs duties or taxes on my order? International customers please note: Depending on the laws of your country, you may be charged customs duties or additional taxes when you purchase a product from us or any international online retailer. Check your country's postal and customs regulations to determine any potential charges before you place your order. 11spot.com is not responsible for any charges that may be levied by your local government after you have placed your order.

FIMS delivers to the following countries/regions in these estimated time frames:

Returns

**Note: 11spot.com does not accept exchanges on CDs or Vinyl unless those items arrived damaged or defective. **

We utilize industry standard packaging to ensure the integrity of our product to the best of our abilities, however, during transit, some items occasionally receive minor damage (I.E dinged jackets, bent corners, etc.) If you are absolutely unsatisfied with the condition of your product you receive then you may pay to return the damaged product to:

11spot - Returns

505 Eno St.

Hillsborough, NC 27278

Once received, a replacement will be dispatched!

My order arrived damaged. What do I do? If you receive a damaged or defective item, please email customerservice@11spot.com within 15 business days of receipt of the order to arrange an item replacement or exchange.

I got the wrong item! How can I exchange it? If you receive an item other than the item you ordered, please email us at customerservice@11spot.com and include your order number. You have 15 business days from receipt of the order to report an incorrect item in your order.

I bought something and it doesn’t fit. Can I exchange it? 11spot.com will accept merchandise exchanges if the product does not fit, but only if the item itself is unworn, unwashed and in new condition. You have 15 business days from receipt of the order to report an item that does not fit, contact customerservice@11spot.com for details of the exchange process.