Yep Roc Store Frequently Asked Questions
Topics (click to view & hide section):
Digital Downloads
Where is the Stash? The Stash is the music locker associated with our previous web store. It will be phased out by December 31, 2013 so you should download all past purchases to your home computer or hard drive before this date. You can still access the Stash here.
Will music from my Stash be transferred to my new account? Unfortunately no. There are lots of benefits to our new store, but we were not able to transfer music from the Stash account to the new store account. We have seen a high quality increase in a number of areas with the new store, such as the quality of the digital albums that we are now able to provide. For instance, while LAME mp3s were formerly standard encoded at a bit rate of 192kbps, they are now encoded at a maximum bit rate of 320kbps. We hope you love them as much as we do!
I purchased a digital album, how can I download it? There are a couple different ways: 1) Check the My Downloadable Products section of your account. Your digital purchases will be available for download here whenever you log in, 2) There will be a download link in the itemized section of your order confirmation email. If you do not see this confirmation email, please check your spam folder and verify that your email address was submitted properly.
1) Here are specific instructions on how to retrieve your digital downloads from your "My Downloadable Products" section of your account: Please follow this link : Yep Roc Account Login
Enter your email address and password.
Once you click LOGIN, you will see a screen called "My Dashboard."
On the left-hand side of this screen, there is a column of links called "My Account."
About halfway down, there is a link called "My Downloadable Products."
If you click this, you will see the Digital Album that you have purchased, and the album name will be underlined as a hyperlink.
If you click on this album name, it should begin downloading automatically.
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Logging in to Your Account
I've had an account for years, why do I need to create a new one? Because we have upgraded our store to a new platform, you will need to create a new account with our new store. We’re confident you will love all the new features of our upgraded store!
I'm on your mailing list, why do I need to create a new account? Because we have upgraded our store to a new platform, you will need to create a new account with our new store even if you are currently on our mailing list. We’re confident you will love all the new features of our upgraded store!
I created a login for the YR15 store, why doesn’t the Yep Roc store recognize my login? Unfortunately, you will need to create a new login since those two stores operated separately.
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Shipping Rates
What are your shipping charges? Our shipping costs are based on where we're shipping the products and how many physical products are being shipped. Obviously international orders will be slightly more expensive than domestic orders and the more items you buy, the more it will cost to ship. You'll always have a chance to review shipping charges before you complete the order process. Below is a summary of our shipping charges:
Shipping Cost Chart - 11spot.com
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USA
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Canada
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International
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$0.01-$29.99
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$4.00
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$8.00
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$8.00
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$30-$49.99
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$8.00
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$10.00
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$15.00
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$50.0-$75.00
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$10.00
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$15.00
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$25.00
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$75.01-$100.00
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$15.00
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$25.00
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$35.00
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$100.01-$150.00
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$20.00
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$30.00
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$45.00
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$150.01- $200.00
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$25.00
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$35.00
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$55.00
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$200.01-$250.00
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$30.00
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$40.00
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$65.00
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$200.01-$300.00
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$35.00
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$45.00
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$75.00
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$300.01 and over
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$50.00
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$60.00
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$85.00
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My order contains a back ordered item. Will I have to pay shipping twice? No. You will be charged the total shipping charge when you place your order. If an item is back-ordered, we will hold the order until the item is available, as soon as it is available we will ship your order!
How do you ship your items?For a wide variety of customer service reasons, we ship our domestic orders through the U.S. Postal Service, Media Mail or First Class Service for shipping if non-media products.
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Where's My Order
Do multi-item orders ship together or separately?We ship all orders complete. Meaning, if you order 5 items, we wait to ship all 5 items together. This includes all bundle items, new releases, and out of stock items.
How long will it take for my order to arrive?Most domestic orders will arrive in 2 to 7 business days (you should also receive a confirmation email with tracking when your order leaves our warehouse). Often they will arrive faster. Just like any other item in the mail, orders may be delayed by factors beyond our control. International orders are subject to additional delays experienced when ordering a product from overseas, and may take up to 28 days to arrive. We make every effort to fulfill and ship orders as quickly as possible. Unfortunately due to the wide variety of factors that can affect a shipment once it leaves our warehouse, we cannot guarantee arrival dates. If your order does not arrive in 30 days, please let us know.
A note to international customers (where is my tracking?):
We utilize a very reliable mailing service called FedEx International Service, but unfortunately it does not provide us with tracking on international shipments. While we shoot for international orders to arrive within ten to fifteen business days, international customs can also be known to delay orders. This is particularly pertinent in areas surrounding Brazil and Australia. We are confident, however, that your order will arrive safely. Please be patient! If your order does not show up and you are concerned, please check with your local post office master for updates as it may be held there for some reason. If you are truly worried about your order, please do let us know and we will come up with a solution for you.
Can I get faster shipping? We do not currently offer expedited shipping.
Will I have to pay customs duties or other taxes or fees on my order? International customers please note: Depending on the laws of your country, you may be charged customs duties, additional taxes or other fees when you purchase a product from us or any online retailer. Check your country's postal and customs regulations to determine any potential charges before you place your order. 11spot.com cannot be responsible for any charges that may be levied by your government after you have placed your order.
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Placing Orders
Where's my pre-order? All pre-orders will be shipped to arrive near street date (ideally, on or before).
How will I be billed? “11spot.com” will show up on your credit card statement. 11spot.com accepts PayPal, Visa, MasterCard and American Express.
Will I be charged tax on my order? Tax is only charged for residents of North Carolina, New York, California, Pennsylvania and Illinois and only on sales of physical items, not on downloads of digital albums or tracks.
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 Creditcard 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.
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 by the official release date. Because of the potential for shipping delays once the product leaves our warehouse, we can't guarantee the delivery date.
I only received part of my order. What do I do? Check your packing slip. If the missing item has a "B" next to it, then the item was on back order at the time your order was shipped. If the back-ordered item is a new release, it's likely that it was a pre-order (what's a pre-order [link to Q1]) and you will receive the item on or around release date. Check the item page to find out when it will be released. If your missing item was not marked as a back order, please contact customerservice@11spot.com.
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Security
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. 11spot.com uses advanced encryption methods to keep all of your credit card information secure, but we do not store your credit card information. Because we do not keep this information on file, a credit card number will be needed for all future purchases even if you already have an account established with 11spot.com.
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Returns
**Note: All sales are final. Refunds only apply to damaged or defective products. 11spot.com does not accept exchanges on CDs or Vinyl unless those items arrived damaged or defective. **
We use industry standard packaging to ensure the integrity of our products to the best of our abilities, however, during transit from the warehouse, some items occasionally receive minor damage (I.E dinged jackets, bent corners, etc.) due to the logistics carrier. 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 30 days of ship date to arrange an item exchange. We would ask that you provide us with a picture for physical damages and a video of audio damage. When we receive the damaged item, we will ship you a replacement as soon as possible at no additional charge.
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 and we will send you instructions for returning the product and getting the product you ordered. You have 30 days from the date your order was sent to report an incorrect item.
I bought something and it doesn't fit. What do I do? If you receive a shirt or hat that doesn’t fit, please email customerservice@11spot.com. You have 30 days from the date your order was sent to exchange an item. You will incur no additional shipping costs for the new unit. Return shipping to 11spot is the responsibilty of the customer seeking the exchange. As long as the item is unworn, unwashed and in new condition, you may exchange articles of clothing.
How small/large do your t-shirts generally run? Please refer to the two sizing charts listed below. If there is not a women's size listed in the drop down box for the shirt you are interested in purchasing, the "Men's Shirt Link" would be the sizing link to use.
Men's Shirt Size Chart Link
Women's Shirt Size Chart Link
Detailed Return (Exchange/Refund) Procedure: Please return the product to the following address:
Attn: 11Spot Returns
505 Eno St
Hillsborough, NC 27278
Please include a note that includes your order number and a brief description of why this is being returned. *
*Refunds
You will be refunded as soon as we receive the shipment. If you would like to have this happen immediately, please provide tracking information for your return.
*Exchanges
Your exchanged item will be sent as soon as we receive the return. If you would like to provide tracking for this, we will go and have this shipped.
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General
How to Reach Us?
This store is powered by 11spot.com; a Direct-to-Fan ecommerce solution for Independent Labels and Artists
Please include your order number in all correspondance with customer service
Email inquiries: customerservice@11spot.com
Phone inquiries: 1 877 733 3931 ext. 333
11spot customer service will be available between 8: 30AM and 4:30PM EST, Monday – Friday (except for National holidays). Our goal is to respond to all inquiries within 24 hours of receipt.
Log into your account HERE
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