BackStore FAQ

How do I contact the Metallica Store?

All questions, concerns, or other inquiries concerning merchandise can be faxed to +1 415-458-1752 or emailed to order@metclub.com. Our address is:

THE METALLICA STORE
369-B THIRD STREET
PMB # 194
SAN RAFAEL, CA 94901-3573
USA

How do I order merchandise from the Metallica Store?

To order merchandise online, visit www.metallica.com and click 'STORE.' Select your desired items and sizes and click 'Add to Cart.' To check out, click 'View Cart' in the upper right hand corner. Here you may verify correct sizes and quantities before proceeding to payment. You must create an account or log in to your existing account to pay for your order. Please verify that the billing and shipping address information is correct before placing your order.

What kinds of payment are accepted at the Metallica Store?

CREDIT CARDS - The Metallica Store accepts the following Credit Cards: Visa, MasterCard, American Express, Diner's Club, JCB, and Discover.

Why am I being asked to verify my credit card?

In certain circumstances we may require additional information from you to verify your credit card before your order can be processed. An email will be sent to you with a credit card verification form. Please complete the form and return it within seven days to avoid cancellation of your order.

Will my information be kept secure?

When you make an online purchase from the Metallica Store, your personal information is kept secure. Your credit card information is never stored on our servers, and your address information is not for sale or otherwise made available to third parties. In order to ensure safety, all the data exchanged with the Metallica Store are protected and cryptographed. The Metallica Store uses GlobalSign as our certifying authority, and the Secure Sockets Layer (SSL) encryption protocol, the most widely accepted Internet encryption standard. We also use Hacker Safe (now McAfee). ScanAlert's HACKER SAFE certification is the only security scanning technology recognized to meet both the U.S. government's benchmark FBI/SANS (Federal Bureau of Investigation / SysAdmin, Audit, Network, Security) security test and the security standards of all major credit card companies - including Visa® CISP and AIS, MasterCard® SDP, American Express® CID, and Discover Card® DISC security audits. HACKER SAFE certified sites prevent over 99.9% of hacker crime.

How will my order be shipped?

DOMESTIC SHIPPING: The Metallica Store ships most domestic orders within the contiguous 48 states via Federal Express Ground. All other orders are shipped via USPS First Class Mail. Shipping rates are calculated upon check out. An email will be sent to notify you when your order has shipped including any tracking information available. INTERNATIONAL SHIPPING: The Metallica Store ships most international orders via Federal Express International Mail Service (FIMS) to countries outside of the United States. What is FIMS you ask? This means your package is taken to a FedEx sorting facility in the United States, appropriate postage applied, flown to your country, and then handed off to your local postal system for final delivery to your door, so transit times vary greatly based on your country's postal policies and delivery times.

Most domestic and international customers will have the option to choose expedited shippinig via Federal Express.  Shipping rates are calculated at time of check out and you will have the choice of standard or expedited shipping.

How is the method of shipping my package determined?

This really depends on where you live and the value of your order. If your shipment is going outside the United States, experience has taught us that we have a higher success rate of delivery with different carriers in different parts of the world. Most of the time, we utilize your own country’s postal service by shipping via Federal Express International Mail Service (FIMS). Your packages are flown to your country by Fed Ex and then delivered directly to you by your local carrier. While transit times can widely vary, we find this to be the most economical delivery method. However, unfortunately in some countries that package frequently does not make the final step of getting into your hands. In these areas we will be sending your package either via Federal Express International Economy Service or USPS Express Mail Service. We realize that these methods are a higher cost to you, but it is our priority to make sure that you do receive your order.  All orders valued at over $200 U.S. will be sent using an Express service and may require a signature. Once again, please keep in mind that you are responsible for any applicable taxes and duties.

We offer a lower cost alternative for low dollar value shipments such as stickers and magazines ... again, depending on where you live, you may see that option. As a high volume shipper, we have substantial discounts in place with Federal Express and we pass those on to you and are constantly reviewing and updating our shipping rates.

Most United States residents will receive their order via Federal Express Ground service. Shipments valued over $125 will require a signature to guarantee that delivery is to your intended recipient. All Fed Ex Ground orders are trackable so you can check at any time on the status of your shipment. Those of you who live in Alaska, Hawaii, one of the US territories such as Puerto Rico or Guam, OR if your shipping address is to a P.O. box will receive your order via the good old US Postal Service.

All US residents will have a lower cost USPS alternative to Fed Ex Ground on low value packages such as stickers and magazines.

HOW ARE SHIPPING CHARGES CALCULATED?

Shipping charges are based on the size, shape, and weight of the total order as well as, of course, where the package is going. Federal Express has a one pound minimum, so if you are only ordering one shirt or one sticker, you will still be charged the one pound rate.  Please note that The Metallica Store is NOT responsible for duties or taxes incurred on packages shipped internationally. Refusal to pay duties and taxes will result in loss of membership and/or purchasing privileges. Your membership fee will not be refunded.

How long will it take to receive my order?

DOMESTIC SHIPPING: Once your order has shipped, please allow 3-7 business days for delivery, unless you have elected to upgrade your shipping to FedEx 2Day  or overnight delivery. Most orders are processed within two business days, but please allow extra time during holidays or other periods when we are experiencing a high volume of orders. We always do our best to get your order out to you as soon as possible!  INTERNATIONAL SHIPPING: For orders outside of the USA, delivery time may vary depending on your delivery area. Please allow 4-6 weeks for delivery, although most orders arrive sooner. If your order has not arrived, please check with your local post office to see if any packages are being held for you there. An email will be sent to notify you when your order has shipped including any tracking information available.

I NEED MY PACKAGE RIGHT AWAY. WHAT ARE MY OPTIONS?

For US residents we offer Federal Express Standard Overnight delivery and Federal Express Two Day delivery. Please note that we must receive your order no later than 1:30 PM Pacific time Monday through Friday to get you your package the next day or second day. Orders are NOT processed on Saturdays, Sundays, or US holidays, so please keep that in mind when choosing your shipping option. We currently do not offer a Saturday delivery.

For our international friends, choosing Federal Express International Economy service will speed up your transit time depending on where you live. If you would like to get a transit time estimate, please e-mail order@metclub.com.

How do I find out about the status of my order?

To view the status of an order go to 'My Account' and click 'Order History.' You can find any tracking information available for your order under 'Shipment Tracking.'

Will sales tax be applied to my order?

California residents must pay 9% sales tax, which will be calculated and added to your order at time of check out.

If I live outside the US, will duties and taxes be applied to my order when it reaches my country's customs department?

Customs charges and taxes are determined by your country's government and the amount you are asked to pay is at their discretion. Please note that The Metallica Store is NOT responsible for duties or taxes incurred on packages shipped internationally. As a business, we are required to follow certain laws and regulations, such as the requirement to include an invoice with each package we ship internationally. We cannot and will not falsely represent the contents or value of a package, such as marking it as a gift to avoid customs charges and in most territories, shipping fees are considered part of the value. Refusal to pay duties and taxes will result in loss of membership and purchasing privileges.

How do I change my address?

If you have a new address you may automatically update your profile online prior to placing a new order by clicking on 'MY ACCOUNT, or submit a change of address to address@metclub.com. If you choose to email your request, you will receive a confirmation email when the update has been completed. Please update your address prior to placing an order as this helps ensure that your order will be shipped to your current address. Once an order has been placed it is not possible to change the shipping address online.

How do I ship an order to a friend or relative?

If you wish to ship an order somewhere other than your billing address, you may do so upon checkout by filling out the 'Shipping Address' field.

How will I know if my order has shipped?

Once your order has shipped you will receive a confirmation email that will include any tracking information available and your order will be marked as 'SHIPPED when you log into your account.

Where can I find a sizing chart?

A link to a sizing chart, if available for the item you are interested in, will be located in the lower left side of the item description page, beneath the photograph.

If I cannot find a particular item or size on your site, is it available for purchase?

If you can't find a particular item in the Metallica Store online, it has most likely been discontinued. Please keep watching the store, as it may become available again at a later date. You may be able to find the item youre looking for in the 'Clearance' section of the store.

I saw a T-shirt for sale at a concert, how can I get it?

We sometimes carry merchandise items remaining at the end of a tour, such as the city specific tour T-shirts, but please be aware that frequently tour specific items sell out on the road and there is never a guarantee if and when we will have any merchandise sold at a show.   If you can not find the item you're looking for, please keep watching the store as it may be available at a later date, but again, most tour related items do sell out at the shows.

What is your return/exchange policy?

Most merchandise may be returned or exchanged as long as it has not been worn, washed, or damaged (exceptions below). An item is considered damaged if pet hair, smoke, or other household odors are detected. Returns will be issued a credit for the amount of the original purchase price of the item that is returned if it is not exchanged for other merchandise. Please check the Metallica Store for all available sizes and items. To exchange/return items you MUST return the merchandise within 30 days of receiving it. Please mail all returns and/or exchanges to the address above. The Metallica Store is not responsible for postage charges incurred by members exchanging or returning merchandise. The Metallica Store does not have a storefront where returns can be hand delivered. No exchanges or returns are honored for' Blowout' and 'Clearance' items. All Sales FINAL on under-garments and swimwear. No returns for any reason! Body jewelry and earrings may not be returned or exchanged once opened. All multi-media items may NOT be returned if the packaging is opened.  If there are issues when playing, please contact customer support on how to proceed. Once an order ships, the shipping and handling charges are non-refundable. Any item(s) eligible for refund will be determined by The Metallica Store, and refunds are only issued for those orders purchased by credit card.