Frequently Asked Questions

Product information

I am looking for an item on the website but cannot find it

When an item is not listed on the website, this means that it is out of stock. All our items are not necessarily resupplied.

If one of the items we have offered is not in stock, please use the form below to know whether or not it will be restocked.

In order for your information request to be handled with maximum efficiency, please include if possible the following details :

  • Band's name
  • Album's name
  • Format / details (CD, Digipak, DVD, T-shirt, size, etc.)
  • Or maybe a weblink directing to the item you are looking for

Are all the items on the site available ?

Our website reflects our current stock (CDs, Vinyls, DVDs, VHS, Merchandising, Books) and what we can order for our customers within a reasonable time.

However, items ordered are deducted from the stock only upon validation of the order. Thus, an item available in limited quantity can be ordered by several people before the site is updated. In these cases, any order that we can not handle will be refunded (if you paid by check or bank transfer, the refund will come as a credit note).

Our website and stock information are updated on a daily basis.

Payment methods

How to pay by credit card ?

Payment by credit card is done through PayPal.

The payment account is charged upon validation of the order or pre-order into our system, and not upon shipment of the order.

Refunds are proceeded through the medium of payment selected by the customer (PayPal).

Payment by PayPal

Payment can be made through PayPal after you have opened an account there. Please check PayPal for further information.

Any refund for unavailability of items will be processed via PayPal.

Cash, and money order

We do not accept payment by International Money Order or Cash Mandate.

We do not accept cash sent by post.

Shipping methods and shipping cost

Parcel tracking and choice of the shipping company

When your order is registered, you can choose among a selection of various shipping methods.

That selection depends on where you live as all carriers don't service the whole world.

Some carriers offer parcel tracking. This option will be mentioned on the shipping method selection page. If you pick a carrier which offers this option, you will be able to track your parcel by going to the order tracking page in your customer account.There you will find an internet link leading to the tracking of the parcel on the website of the chosen haulier.

Delivery time

Delivery times will vary according to the carrier. When it is possible to figure out these times, they will be displayed during the validation of your order, when selecting the carrier.

Shipping costs calculation

The shipping costs added to the total of your order depend on several criteria :

  • the weight of your order
  • the delivery address
  • the delivery mode

To obtain an estimation of the shipping costs of your order, once all the selected items have been added to your cart, simply click on the "Get a quote" in the "My Cart" area located at the top of the website.

Orders information

Status of the order

Find below the explanation of the different status :

Processing :
The Processing status means your order is about to be shipped. All required conditions have been completed. Your parcel will be sent soon.

Pre-order :
The Pre-order status means your order includes at least 1 item on pre-order. Your order will not be shipped before this/these item(s) is/are available.You will be notified by email when your order is available.

Cancelled :
The Cancelled status means your order has been cancelled and refunded (when necessary). We will inform you of this refund by email.

Complete :
The Complete status means your order has been sent.

When will my pre-order be sent?

We aim to send all pre orders to arrive for release date but sometime due to the unpredictable nature of production and shipping delays this may vary slightly. If your order contains items that are currently in stock, those items won't ship until the entire order is ready to ship.

Delivery

An item is missing from my order

A delivery note listing the items you will receive is sent to you by email when your order is shipped.

If one or several items you ordered is out of stock, you will be notified by email. You are then reimbursed of the missing element(s) of your purchase.

Please use this form to inform us of any other concern regarding the receipt of your order.

The item does not match my wishes

Returns are possible but are subject to conditions.

  • We accept returns of damaged goods only if the customer has chosen an Express shipping method (Colissimo, TNT, etc.). Return fees supported by the customer and the shipping cost of the replacement product will be at our expense.
  • If the item you received does not match your order, please fill in the form below to contact our services. Upon reception of your return parcel, we will send you the item you wished for at our expense. You will also be compensated for the shipping costs of the return.
  • If you made a mistake during your order, we accept the return of your parcel but do not support any extra shipping costs. Please fill in this form to contact our services. We will send you the item you asked for upon reception of the mistakenly chosen item. Possible payment adaptations are possible (refund or additional payment).

Website

Suggestion and technical issues

In case of problems or if you encounter any errors while browsing our site please, use this contact form to inform us and mention the actions you have performed, the browser used (Firefox, Internet Explorer, Chrome, etc. ) and its version (to know the version of your browser, see the Help menu and sub-section "About ..." from your browser).

Please tell us the time and date of appearance of the error. If it concerns one of your orders please mention the five-digit number of the order.

Other questions

For any other question, please fill in this contact form. You can also send us your requests by postal mail or phone :

Season of Mist / Chaos Theory
3565 Sepviva Street
Philadelphia, PA 19134
USA

Tel : +1 215 625 8400
Fax : +1 215 625 4930

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