For email inquiries, please email  support@musicplaza.com and we will get back to you as fast as we can! Please always provide order number (#mps…) when emailing about a specific order. 
 
STORE POLICIES

We strive for your utmost satisfaction with all merchandise from musicplaza.com! Should you need to return items or packages, please ensure they are in their original packaging (unopened, unused, and free from any damage) within 14 days of delivery for a full refund. We will refund the shipping cost only if the return is due to our error. If the return is not a result of our error, the shipping and handling charge will be applied, even if shipping and handling were initially free when the order was placed.

***A 15% restocking fee will be applied for returns due to an undeliverable address, absence at the time of delivery, or refusal of delivery.

Please note that musicplaza.com can only process returns and refunds for items purchased directly from our website. Refunds will be issued in the same form of payment originally used, typically within 7 to 12 business days after we receive your return.

 

Light sticks are non-refundable. 

Light sticks undergo thorough testing and inspection by the Music Plaza quality control team before being shipped out. However, in the event of damage or malfunction occurring during transportation or for other reasons, returns will be accepted within 10 days from the delivery date for exchange purposes only. It's important to note that any returned items showing signs of use, misuse, alteration, or missing components will not be accepted and will be returned to the customer at their expense. Additionally, items that are not from Music Plaza, are non-official, or deemed fake will not be accepted for return and will be sent back to the customer at their expense.

(We only accept returns through mail ONLY, PLEASE DO NOT BRING RETURNS TO OUR LOCAL STORE!!).

Damaged, defective, or missing items

 We kindly request that all customers who receive their parcels film unboxing videos of their items from start to finish. This practice helps us ensure the best quality control possible and is ONLY intended for reporting errors and issues to the manufacturer and the source company. 

HOW TO FILM OR TAKE UNBOXING VIDEOS:
1. Start by filming the original, unopened box from all six dimensions.
2. Remove each item one by one from the packaging box.
3. Film each unopened item individually to show it has not been touched or opened previously.
4. Take a clear video showing all sides of each item before starting to open it.
5. Film the entire process of opening each item from beginning to end.
6. Please follow these steps for each item in your order.

This does not cover damages or missing items for any guarantee, but serves only to report errors or issues unless the manufacturer and the source company admit the error or issues. We cannot be held responsible for missing items if the video does not clearly show every part or if the video quality is unclear. We are not responsible for any damages or missing parts unless they are known issues acknowledged by the manufacturer.

DAMAGED OUTER BOX

 The outer box of the product is for protective purposes only and is intended only for the actual product inside the package. Although we have a quality control team that checks every item before shipping, Music Plaza is not responsible for minor scratches, bends or damage to boxes that occur during transit.

When returning package(s), customer must contact Music Plaza via e-mail only for Return Authorization Number and must follow the Music Plaza's instruction on how to return the package (We will not accept any phone calls and returned package(s) without return authorization number). Please be informed that we can refund shipping costs only if the return is a result of our error. (We only accept returns through mail ONLY, PLEASE DO NOT BRING RETURNS TO OUR LOCAL STORE!!)

INTERNATIONAL ORDERS: Taxes and Duties Policy for Export Shipments
Overview:
When shipping internationally, taxes and duties may be imposed by the destination country. These charges are the responsibility of the recipient and are not included in the purchase price or shipping fees charged by our company.

Policy Details:

Responsibility for Taxes and Duties:
All applicable customs fees, taxes, and duties are the sole responsibility of the recipient. Our company does not have control over these charges and cannot predict their amount.

Payment of Charges:
The recipient is required to pay any additional charges for customs clearance. These charges must be settled by the recipient to ensure the delivery of their package.

Estimation of Charges:
While we are unable to provide exact amounts, we recommend that recipients contact their local customs office for detailed information on potential charges.

Shipping Documentation:
We will provide all necessary shipping documentation to facilitate the customs clearance process. However, it is the recipient's responsibility to ensure compliance with their local regulations and requirements.

Delays Due to Customs:
Customs procedures may cause delays beyond our original delivery estimates. We appreciate your patience and understanding in these situations.

Non-Payment of Duties and Taxes:
If the recipient refuses to pay the required duties and taxes, the shipment may be returned to us or abandoned. In such cases, the recipient will be responsible for any return shipping costs or loss of goods.

Contact Information:
For any questions regarding customs, taxes, or duties, we recommend contacting your local customs office for further assistance.

Conclusion:
We strive to provide a smooth and transparent shipping experience. By understanding and preparing for potential taxes and duties, recipients can help ensure a timely and successful delivery of their international orders.

Special order or Backorder

Special orders or backordered item(s) are re-stocked within approx. 2 weeks(Time can vary). You will be notified of your special order or backorder status within 30 days of your inquiry. (We will send you an update via email.)

Cancellation Policy

Effective March 5th, 2021, a 15% restocking fee will be applied to all canceled orders, including pre-orders. Pre-order cancellations will also incur a 15% reprocessing fee. Please ensure your decision to purchase an item is firm before proceeding.

Grace Period:
A 48-hour grace period is allotted from the purchase time. Cancellations made within this time frame will not be subject to a restocking fee.

Cancellation Requests:
All cancellation requests must be directed to support@musicplaza.com. Orders that are requested to be canceled after fulfillment cannot be canceled.

Shipped Orders:
Once an order has been shipped, it cannot be canceled. However, if an email is sent within the grace period, no charges will be incurred.

Credit Card Safety Protection

Music Plaza uses the latest technology to protect your credit card information. All your transactions are secured by a 128-Bit encrypted Secure Socket Layer. Your credit card or private information will not be released to anyone. You may also fax or email your card information to us.

Shipping & Handling

All ordered items will be shipped via USPS, UPS or FedEx within 48 hours of receipt of your order, provided that your order is placed before 12:00 PM Pacific Standard Time on business days (excluding Saturdays, Sundays, and holidays). Please note that high order volumes may impact delivery times.

Unlike USPS, our standard shipping method (UPS or FedEx) is fully trackable and fully insured. This is necessary to protect your package from any unexpected incidents, such as a lost package by the carrier. Please be aware that the carrier might request a signature from the receiver for prompt delivery, ensuring the protection of both customers and Music Plaza.

Processing times are not to be taken as shipping times, and although we try our best to ship out the day of for orders with Next Day, 2nd Day, and 3-Day shipping methods, it will not be guaranteed. 

We are not responsible for any returned package(s) due to incorrect address, absence at the time of the delivery, and other reasons that caused by customers

"All packages are labeled with a tracking number provided by USPS, UPS, and FedEx. It's important to note that once a package has been delivered and is confirmed as such on the tracking number, we are not held liable for any further matters concerning the package."

During Checkout:

Please note that mixed orders of CDs + Merchandise + Posters (CD+Poster versions are exempt) will NOT qualify for USPS Media Mail. If you would like to select Media Mail as your preferred method of shipping, please make TWO SEPARATE transactions - one for albums and another for merchandise+posters. Posters and merchandise can be shipped out via USPS First Class or Priority.

For Returned Package(s):

We are not responsible for any returned package(s) due to incorrect address, absence at the time of the delivery, and other reasons that caused by customers. We will re-send the package(s) and the customer will be charged full price of Shipping & Handling for re-sending the package(s) . Customer may cancel the order(s) due to returned package(s) but the shipping & handling charge would be still remaining of full price.

Carrier Service

Music Plaza exclusively offers UPS and FedEx as carrier services, ensuring fully trackable and reliable delivery options. It's important to note that these carriers may require a signature from the receiver to facilitate prompt delivery and ensure the security of both customers and Music Plaza.

Music Plaza also provides USPS as a carrier service. Please note that Music Plaza also not responsible for the package that sent via USPS unless that package has been insured.

We are not responsible for any returned package(s) due to incorrect address, absence at the time of the delivery, and other reasons that caused by customers

For more information on shipping rates email support@musicplaza.com

 

*Music Plaza reserves the right to refuse service to anyone for any reason.
*Store policies are subject to change without any further notice.
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