THANK YOU FOR YOUR SUPPORT OF OUR MUSIC INDUSTRY.

Order Information

ORDER INFORMATION 

UPDATE

2020 was a fantastic year in which we had the opportunity to bring you new merch and new stores on behalf of many new Artists. They appreciate your support immensely and we all can't wait to get back to seeing all our favourite bands live.

Your customer experience is essential to us so we have made the decision to return to in-house shipping in April 2021. This will enable us to again be hands on with your order and allow us to ship more efficiently. We appreciate your patience while we transition to serve you better.

Please check in below for updates on when pre-orders will ship.

UPDATE MAY 5 - We have processed all outstanding orders up to today. Overseas orders who selected Small Packet will ship soon (we are still waiting for Canada Post to work out a kink on overseas small packet shipping). Reminder that Rik Emmett Then Again CD and LP was a pre-order expected to start shipping mid-June and if you have other items in the order they will all ship together. Lee Aaron apparel will be arrive and ship next week. We have sold through the first 50 signed Coney Hatch El Mocambo LPs and are waiting for the last 50 to arrive in the next couple weeks. If you have not received a tracking number for any order pre-May 1st (aside from Rik Emmett Then Again) then drop us a line.

UPDATE APRIL 29 - We are finishing processing the remaining back orders prior to April 18. The Coney Hatch El Mocambo CDs arrived and will be packed over the weekend and shipped next week. If you ordered an El Mocambo CD separately then it will be sent small packet with no tracking and will arrive in 7 to 10 days. The Trews pre-order I Wanna Play shirts are also shipping. 

UPDATE APRIL 23 - We are processing US orders through the weekend. Please be aware that even though you receive a tracking number your order may not start tracking for a few days as there are shipping delays in Toronto due to covid protocols. Anyone who ordered a Helix Fundraiser shirt and hasn't received it please contact us immediately with your order number.

UPDATE APRIL 19 - Canadian orders are shipping including orders with Honeymoon Suite signed CDs. We are still waiting for our international shipping account to be set up. US and International orders are packed and just waiting for labels. 

UPDATE APRIL 12 - We are packing back orders plus shipping Corey Hart pre-orders and Coney Hatch El Mocambo LPs. Coney Hatch El Mocambo CDs are expected to arrive April 28.

UPDATE APRIL 9 - We are working on filling back orders as a priority. Corey Hart pre-order will start shipping next week. 

UPDATE APRIL 1 - Artist merchandise is enroute to our warehouse. Stores will be going live starting April 7.

ORDER FAQ

By finalizing an order you are acknowledge the terms and details outlined below.

PAYMENT
We accept all major credit cards and gift cards as well as Google Pay, Apple Pay and Shopify Pay. Other payments options may be available through the Shopify payments system. We do not accept direct card payments, money orders by mail, and presently do not accept PayPal payments. If you have a DISCOUNT CODE be sure to enter it on the page where you add your shipping information BEFORE payment is made. 

CURRENCY
All items are priced in Canadian currency. Check the Currency Converter in the top right corner for the currency you are viewing. If you are not paying in Canadian funds then the final amount that shows up on your credit card statement will reflect the rate your credit card company or bank is charging on the day of the transaction. Likewise, by placing an order you accept that any refunds in non-Canadian funds may vary slightly depending on the currency rate on that given day. 

ORDER CONFIRMATIONS
Upon placing an order you will receive an Order Confirmation. Please review your Order Confirmation for any errors. You will need your order number to inquire about the status of your order and process any returns. If you do not receive a confirmation check your spam folder and check your credit card bill if you were charged. If it's not there then please contact us as there may be an error with your email or order. If you are having problems completing your order you may have a Temp File conflict. Clear your cache and restart your computer. If the error persists please contact us.

SHIPPING / DELIVERY TIMES
IF YOUR ITEM IS A PRE-ORDER PLEASE REVIEW THE NEXT SECTION.

You can choose your shipping method at checkout. We use Canada Post and UPS with bundle shipping rates so adding additional items will not increase your shipping price dramatically. All items ship from our RockPaperMerch Canadian warehouse in Toronto ON within 5 working days (not counting weekends and holidays). Note that the shipping time you select is dated from the time your order is picked up by the courier, not the time your order is placed.

We have added a small packet rate for single items such as CDs, masks and coins. Flat rates are $5 Canada. $6 US. $10 overseas. Please note if you choose Small packet rates there is no tracking number and delivery may take longer than tracked packages as it is travelling in by regular stamped mail.

Once shipped you will receive a Shipping Confirmation with the tracking number. Allow 1 week for delivery within Canada, 2 weeks within North America and 4 weeks for International destinations. 

Overseas shipping options have changed due to additional covid related expenses. If you choose International Surface packages may not update tracking for 3 weeks or longer weeks while your package is in transit and may experience additional delays due to the local postal system and customs processing covid protocols which are beyond our control.

Please note that shipping rates can vary dramatically based on the number of items, quantity, size/weight, shipping method and destination. If you feel the shipping rate is high then once your order is received please drop us a line with your Order Number and ask for a Shipping Review. We will check the actual shipping charges and may issue you a partial refund. 

Please note that we occasionally experience shipping delays if we are waiting to receive the product from the client. Delivery of pre-order items to our warehouse may be affected by 3rd parties such as suppliers, printers and couriers.

PRE-ORDER CAMPAIGNS
Pre-order items are not yet physically available to ship. By purchasing a pre-order item you are guaranteeing it is reserved for you when we receive it. Please refer to the item description as to the approximate time that the item will ship. If a pre-order item is ordered with a non pre-order item the entire order will not ship until all products are available. By ordering a pre-order item you agree to these timelines.

TAXES
Your invoice total will show applicable taxes. Orders shipped from our Canadian warehouse to locations outside of Canada are tax exempt.

CUSTOMS & DUTY
You may be charged additional customs and duty fees by your destination country. The rates will vary dependent on the items, value and country of origin. These charges are the responsibility of the recipient. Contact your local customs office for more information and to obtain rates.

OUT OF STOCK ITEMS
We are supplied with product directly from the Artist so items may be temporarily out of stock in our warehouse until the artist restocks causing a delay in availability. Although we inspect items delivered to our warehouse, on occasion we may be unable to fulfill an order due to an item being damaged or mislabeled (this is usually associated with clearance items), in which case we will contact you about an alternative option or a refund. If you wish to inquire about an item that is out of stock please e-mail us at info@rockpapermerch.com.

SIGNED ITEMS
Items that are signed are noted in the title and description. All signatures are hand signed. Please note that items are usually signed when the artist is on tour so at times it's difficult to keep them in stock. While we screen items for damage and clean signatures products may experience slight imperfections of it came from a tour due to additional handling and shipping. Likewise, items on clearance may experience. Signatures will be different, possibly made with different colored markers and appear in different locations than the image provided.

RETURNS
Returns/Exchanges are accepted within 7 days of receipt and the product is in its original condition. Shipping charges are non-refundable unless there is error on our part or your item is damaged. In the case of our error we will replace your item with the original item ordered or one of similar value of your choice. A return shipping label for the original item will be provided.

Please e-mail us at info@rockpapermerch.com and include your Order Confirmation, a photo (if applicable) and an explanation of the issue. When shipping the item include a printout of the entire email approving the return/exchange and send to : RockPaperMerch, 166 Byron Ave, Dorchester ON N0L 1G3. ATTN : Returns 519.854.8507.

REFUNDS
Our policy is to issue a refund on any item that cannot ship within 60 days for any reason. If you require a full or partial refund please request it in writing directly with customer service and reference your order number and the issue in question. Please be aware that if you choose to initiate a chargeback with your bank within your 120 day limit this puts a hold on all funds for 60 to 90 days until your bank reviews the case. This process locks your order so we cannot ship your order and are unable to issue refunds.

INQUIRIES.....

For any inquires regarding your order please e-mail  info@rockpapermerch.com and include your order number (or artist name) in the subject line. Please allow up to 72 hours for a response (not including weekends). If your inquiry is urgent and you have not received an e-mail response you may call Merch In Motion directly at 519.854.8507 and we will notify RockPaperMerch of your inquiry.

RockPaperMerch.com is an independent subsidiary of Merch In Motion Inc. We act as a fulfillment agent for the clients we represent. RockPaperMerch cannot answer personal questions, speak on behalf of, or forward inquiries directly to any Artist.

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