SHIPPING & RETURNS
Shipping Policy
We work to ship orders as soon as possible. The status of your order is shown on your account order status page to keep you up to date.
Orders of physical products generally ship between 7-10 business days after order placement. If you need to request priority shipping, please reach out to us at orders@musiccomesalive.com to expedite your order handling. During certain times of the year, such as for holidays and promotions, shipments may be delayed slightly due to higher volumes. Any delays will be communicated via your account order status page.
Digital products are available for download/viewing once the purchase is complete. Digital products are available at https://resources.musiccomesalive.com. To access your digital resources, log in with the same account (email) that was used to purchase your product. If you do not see a product you have purchased, please email orders@musiccomesalive.com for us to verify and resolve the issue.
Orders containing backordered items will generally be held until all items are in stock. At the discretion of Music Comes Alive, incremental orders may be shipped to the customer as products become available.
1. Shipping within the United States, APO/FPO/DPO, US Territories
We use delivery services for packages (e.g.: USPS, UPS, FedEx), and shipping cost is based on the size, and weight of your order, as well as how soon you want your order delivered. We generally purchase insurance against damage and/or theft. These shipping costs are included in your shipping price at checkout.
During the checkout process, please place a note on the order if you have specific shipping requirements.
Tracking numbers are generated at shipping and are posted to your account order status page, and an email is sent notifying you that your order has been shipped.
Please do not use a PO Box as shipping destinations. Music Comes Alive cannot guarantee delivery to PO Boxes.
1.1 Free Shipping
If your order is over $200 and the shipping address is located within the 50 states or APO/FPO/DPO, we provide free standard shipping. Once shipped, delivery should occur within 3-10 business days once your order leaves our facilities.
1.2 Customer Paid Shipping
Shipping provider and shipping priority are selected during checkout. Expedited shipping is available if specified at checkout or requested by contacting us at orders@musiccomesalive.com.
1.3 APO/FPO/DPO Destination
Please use USPS when shipping to APO/FPO/DPO. Please note that shipment can take between 3 to 45 business days, with USPS Priority Mail/First Class Packages taking between 7 – 13 days.
2. Shipping International
We use delivery services for international packages (e.g.: USPS, UPS, FedEx, DHL, etc.), and shipping cost is based on the destination, size, and weight of your order, as well as how soon you want your order delivered. We generally purchase insurance against damage and/or theft. These shipping costs are included in your shipping price at checkout.
During the checkout process, please place a note on the order if you have specific shipping requirements.
Tracking numbers are generated at shipping and are posted to your account order status page, and an email is sent notifying you that your order has been shipped.
In general, a street address and phone number are required for shipping internationally. Please note that an incorrect address can result in your package(s) being held in customs, which may result in delays and/or additional fees.
2.1 Customer Paid Shipping
Shipping provider and shipping priority are selected during checkout. The customer is responsible for all other charges (e.g.: duties, taxes, brokerage fees, etc.) for delivery to non-US destinations. Please note that delivery can take between 7 – 13 days, and longer if held at customs. Expedited shipping is available if specified at checkout or requested by contacting us at orders@musiccomesalive.com.
3. Group Order - Increase in Shipping Costs
Sometimes, shipping rates for group orders may change, so costs may be more than you were originally charged. If the increase in shipping cost is over $10, you may receive an invoice for the additional shipping cost.
4. Delivery Acceptance
Once you receive your order, please inspect the package and contents. If the package is substantially damaged, please refuse delivery and have the delivery provider return the package.
If there is a problem with the package contents, please inform Music Comes Alive within 30 days of the purchase date via orders@musiccomesalive.com, providing the following information: (1) a description of the problem, including the order number, (2) photo of the packaging – as applicable, (3) photo of the box contents, and (4) photo of the problem. Each situation will be evaluated and handled as needed.
Delivery problems communicated after 30 days of the purchase date will not be accepted.
Return & Exchange Policy
Unfortunately, due to the nature of digital products, we do not issue refunds for digital product purchases. We recommend you request a sample product before purchase to help your decision and selection process. Please reach out to us at info@musiccomesalive.com to request a sample.
For physical products, if you are not satisfied with your product, we can process a refund of your order if requested within 30 days after the purchase date. However, we do ask you to pay for the return of the item(s), which we must receive within 60 days of the original purchase date. A refund will not be posted to your account until we have received and inspected the returned product.
If the returned product has minor damage, we will charge a restocking fee of 40%. If the returned product is written on or otherwise unable to be resold (e.g.: page(s) creased, page(s) ripped, product dented, etc.), then that product is non-refundable.
The original shipping costs are non-refundable. If you are outside the United States, original shipping costs may include additional shipping expenses that were incurred (e.g.: fees, duties, taxes, etc.).
In general, a refund can be issued back to the original payment source. In certain refund situations, a Music Comes Alive gift card may be used to issue the refund.