Elf Holiday Pin

This Official R.E.M. Store is managed by Second City Prints. If you have any questions about merch or your order, please use our Contact Page. 

 Updated: August 10th, 2020

Due to COVID related delays with the United States Postal Service (USPS), many shipments are experiencing delays of 30-45 days for all classes of USPS mail. Tracking links are taking longer to update as well. Packages are not lost and we have been reassured that all orders will be delivered. As states start closing again, we are expecting more delays like this through the end of the year. We appreciate your support of our stores and your continued patience.

Due to these delays, we are discontinuing USPS Priority/First Class shipping options for new orders being placed. We will continue to offer USPS Media Mail but please be advised that it is the lowest priority class at USPS sorting facilities and will be extremely delayed. Please note that our DHL Economy option still relies on the USPS for the last 5 miles of delivery, so there may be delays for those shipping options as well.

Additionally, all international orders shipped outside of the US are taking 4-12 weeks to deliver due to delays at customs as well as COVID related outages all over the globe.

If you already placed an order that has not yet been shipped and you would like to cancel your order, please fill out our CANCELLATION REQUEST FORM

If your order has already been shipped and your tracking link has not updated or you believe there has been a delay, please allow additional time for USPS to catch up. For domestic orders, if it has been past 45 days since the shipment date, please contact us at CONCORD@SECONDCITYPRINTS.COM and we will determine the best course of action for your order. For international orders, please contact us after 75 days.

Per our website and policy, no refunds are being issued for delayed mail at this time.

We understand how frustrating this is. We are sorry for any inconvenience this may cause you. With the state of USPS right now, we are doing the best we can with the information we have from USPS. We respectfully ask that you allow the given time frames for your package(s) to deliver.

Again, we are sorry for any inconvenience and we appreciate your order and support.

 

The terms below refer to our standard policies. Please see above for current conditions related to COVID-19.

When can I expect my order to arrive? 
All orders will be shipped within 1 business day of you placing your online order. Packages will then take 1-7 days depending on where you live and what you order. Check your e-mail for a shipping confirmation with a tracking number.

Is it possible to have an order expedited? 
Yes. Upon request, we can send your package with overnight shipping and guaranteed arrival times. Please contact us before or immediately after you place your order indicating when the order must be delivered and we will figure out the additional shipping costs.

How does pre order work?
If an item is marked as Pre Order that item will not ship until the in stock date listed on the product page. If you order 2 items with different Pre Order dates, the items will ship together on whatever the later date is. If your order contains a Pre Order item and an in-stock item the order will not ship until the Pre Order item is in-stock.

How do I know what size to order? 
All of our clothing items have size charts. We highly recommend checking these before placing your orders. We suggest taking a ruler or tape measure to your favorite clothing items and comparing them to the specifications in our size charts to compare.

Will your items shrink? 
All t-shirts are made with 100% pre-shrunk cotton. If washed according to tag instructions, they should not noticeably shrink. All sweatshirts are contain polyester and will not shrink if washed appropriately.

How much do you charge for shipping? 
Your shipping costs will be displayed at checkout. It depends on where you live and what items you order. We charge the lowest rates possible and do not profit from this cost!

Do you charge sales taxes? 
We charge sales taxes on all orders shipped to an Illinois address to comply with our state sales tax laws. Items are taxed at 8.0%.

Do you ship international orders? 
Yes! We have sold our products to customers in over 20 countries. Shipping and handling will be more expensive, but if you are able to afford it, we will ship it! Orders will take longer to arrive so please be patient. Also, some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these extra customs fees. Please contact your local post office or customs office with your questions.

What shipping carriers do you use? 
Most orders are shipped using the United States Post Office (USPS). Smaller packages are shipped using 1st Class Mail and larger packages go Priority Mail. We use these methods to save on cost and pass the savings on to you with fair shipping rates. Occasionally, packages over a certain weight limit will be shipped with UPS Ground. Your shipping confirmation email will give you such details with a tracking number.

Is my package lost? It has not arrived after 2 weeks. 
Probably not. Please contact us though if your tracking number is not giving you answers or if you have not received a shipping confirmation yet.

Why can’t I add more than 10 units of a given item?
We limit per-item quantities to 10 to discourage individuals from buying up limited stock and keeping a level playing field for exclusive releases. If you believe you are receiving an order limit in error, please reach out to customer support.

How do I exchange an item that doesn't fit? 
If the purchase was made within 60 days, send it back to R.E.M. Store, 1510 Hubbard Ave, Batavia, IL 60510. Include a note with what size(s) you want instead and check, cash, or money order for return shipping. For one t-shirt, include $4.00. For one hoodie or multiple items, include $7.00. Make sure to include your name and contact information. If it has been longer than 60 days since the item was purchased, we unfortunately cannot exchange or refund you for it. Contact us if you have any questions.

Can I return an item? 
Yes, any unwashed unaltered items can be returned. Unless it is being returned due to manufacturer or printing defect, we will not refund your original shipping costs. We are not responsible for return shipping costs incurred. Return items to R.E.M. Store, 1521 Hubbard Ave, Batavia, IL 60510 and include a note requesting a refund for the item(s).

Questions about your purchase and can't find the answers on the FAQ page? Please contact us here or send us a note to:

concord@secondcityprints.com

We do our best to respond to all inquiries within 1-2 business days or less.

This contact page is for the R.E.M. Store only and is not a contact page for the band.