Please use the drop down menu below to find FAQ’s and Store Policies.
PLEASE NOTE: Due to COVID-19, shipping times may be delayed 2-3 additional weeks or more depending on your location. Unfortunately this is out of our control. If you have questions regarding deliver times, please contact your local postal service. Thank you for your understanding and patience.
If you purchased a CD, currently we hand ship them from our home studio here in BC. Depending on where you are shipping to, tracking may or may not be available.
Orders shipping to Canada will be sent via Canada Post Standard mail, which does not include a tracking number. All other international shipping locations, including the USA and UK, will be sent via Canada Post Standard International mail and will not include a tracking number.
If your item does not arrive within 30 business days, please contact us at music@standsonsapphires.com so we can send a replacement.
PLEASE NOTE: Due to COVID-19, shipping times may be delayed. Unfortunately this is out of our control. If you have questions regarding deliver times, please contact your local postal service. Thank you for your understanding and patience.
How much does shipping cost?
Shipping is based on the total dollar amount of items purchased and starts at $3.57 USD. All shipping costs are calculated at checkout. Shipping is also based on several factors including where you shipping to (domestic vs international) and the items you purchase. Some items will ship separately from others (for example our CD’s and All Over Print Shirts [Ultimate Bloom Shirts] do not ship with our other store items). Since we work directly with a manufacturer, shipping costs are determined by them, so unfortunately we do not control the cost of shipping.
Why are some of the shipping costs so high?
We are a small, independent band, so while we are still growing, we cannot afford to stock and ship most of our own merchandise. Instead, we work directly with the companies that make and ship our shirts and accessories. What this means is that shipping prices are determined by them based on their location and where the item is shipping to. Unfortunately, we have no control over those prices and since most of our merchandise comes from the USA, this means that the cost of shipping to Canada and Internationally can be quite high depending on the item. We hope that as we grow, we can offer more streamlined shipping at lower prices to our fellow Canadians and fans worldwide, but as it currently stands, we don’t have the resources to do so.
When will I get my order?
It takes 2-3 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 5-10 business days
International (including Canada): 10-45 business days, depending on location.
Canadian & International shipping PLEASE NOTE: For Canadian Orders (excluding CD’s and All Over Print Shirts) you may choose “Canadian Premium Shipping” at checkout for trackable and faster shipping to Canada. For ALL OTHER COUNTRIES, Standard Shipping is NOT trackable and currently, can take up to 45 business days to arrive. If you need a trackable shipping method, PLEASE CONTACT US BEFORE you place your order for more options. Trackable international shipping to countries outside the USA and Canada starts at $21 USD.
Where will my order ship from?
We work with a high-quality print-on-demand company with facilities in the USA so most orders will be shipped from there. CD’s are shipped by us here in BC, Canada.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at music@standsonsapphires.com. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
How are your products made?
We work with a reliable, high-quality print-on-demand company based in the USA. They have multiple locations, so depending on where you are, your order is printed and shipped from the facility that can do it most efficiently. Currently, CD’s are printed in Canada.
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at music@standsonsapphires.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at music@standsonsapphires.com within 7 days with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
PLEASE NOTE: Due to the fact that we work directly with manufacturers, some items ship separately from others. Please don’t be alarmed if not all your items arrive at the same time. You will be notified when each item is on it’s way and when it should arrive.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at music@standsonsapphires.com within 7 days of receiving your order with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at music@standsonsapphires.com within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
My Merch doesn’t look right, what can I do?
Every item in our shop (except CD’s) is made to order. What this means is when you place an order, it is made specifically for you. Sometimes, things don’t turn out quite right. When this happens, we ask that you PLEASE CONTACT US a.s.a.p. with photos of the issue(s) so that we can make it right. We want you to love your SonS gear, so it’s important you let us know if there are any issues so we can make it right.
I used the Merch Customizer, but my stuff looks weird. Why?
Due to many factors, including the item you choose, the art you choose, and the printing method used, some items my look different than expected. Generally custom merch is considered “AS IS” and is not covered for replacement if it doesn’t turn out how you wanted. However, if there is a serious issue, such as wrong size or item, very obvious printing issues (like missing details or wrong colors) please send us an email with pictures of the issues so we can see if we can offer you a replacement or credit.
Note about Custom Merch:
Custom merch is to be used at your own risk. SonS is not responsible for the outcome of anything you choose to design. We do our best to ensure that the graphics & art available are of the highest quality, but factors such as items printed on, the designs created, and printing methods, the end result is out of our control. If you are worried about how your item will turn out, we suggest emailing us with questions before you order or shopping from our regular merch shop instead.
Is my payment and personal information safe on your store?
Yes! We do not directly handle any payment or processing of your order and do not personally store your information. Instead it is handled securely through our Shop host, Shopify and PayPal, if used. For more information on their policies, please contact them directly.
If you still have questions, please contact us at music@standsonsapphires.com or use our contact form here.