Frequently Asked Questions

Get answers to common questions and learn about shopping with Kings Road Merch. Send us a message for additional help.

What is my order number?

Your order number is the number we use to help find your order. You can find this in any of the confirmation emails that you get sent once you place your order. Knowing your order number will greatly help our customer service team help you if there happens to be a problem with your order.

If you still have questions, you can contact us with the form to the right.

What is the status of my order?

It’s easy to check the status of your order!

To see your order status and items ordered, go to the Order Status page. Then, enter your order number, which can be found on your order email, along with your email address.

If you still have questions, you can contact us at the form on the right.

What is your return/exchange policy?

We have a 30 day return and exchange policy.

All returns/exchanges should be shipped to the below address with your order number, copy of receipt (if available) and a brief explanation for the return. If you have any fuzzy friends please remember to remove any pet hair before sending the item back to be processed.

PLEASE SHIP TO:

Attn. Returns and Exchanges

Kings Road Merch

1520 N. Knowles Ave.

Los Angeles, CA 90063

CLOTHING ITEMS

We will not accept returns or exchanges on clothing that has been washed or worn. If the item you ordered does not fit or you are not satisfied with the size you ordered and you would like to exchange it for a different size or another item, you will be responsible for the cost of shipping it back to us. We will then ship the exchange back to you at our cost. When issuing refunds for returned items, we refund the cost of the items, but not the shipping cost.

CUSTOMIZED ITEMS

We‘re sorry but we do not return, refund or exchange any customized garments of any kind.

NOTE: All returned orders should be sent with a tracking number and delivery confirmation service. Kings Road Merch can not be responsible for any returns/exchanges unless the customer provides tracking information. Kings Road Merch is only responsible for items received and can not maintain responsibility for returns/exchanges lost in the shipping process.

If you received the wrong item, please contact KRM using the contact form to the right. We will make sure that you receive the correct item(s) at no additional cost to you.

MUSIC ITEMS

At this time we only accept exchanges or returns on music items that have been unopened. We cannot do exchanges, returns, or refunds on books of any kind. (graphic novel, comic book or otherwise). If there is an issue with your book order, please contact Kings Road for more information.

DIGITAL ITEMS

At this time we only refund downloads that have not been attempted or downloaded. These files WILL NOT work on most mobile devices as digital files are usually sent as .zip files. If there is an issue with your download, please contact Kings Road though the contact form.

How do I cancel my order?

Use the contact form and select the subject “Cancel My Order.” When this email is submitted it is sent with high importance to the correct sources.

How do I update my address?

Use the contact form and select the subject “Update My Shipping Address.” When this email is submitted it is sent with high importance to the correct sources.

When will my order ship?

All orders are fulfilled and shipped by Kings Road Merch in Los Angeles, California. Your order time selection will start when your product leaves the Kings Road warehouse. All orders will be fulfilled within 1-5 business days depending on the volume of orders.

If you’ve already placed an order, please check your Order Status using your order number and email address.

What is the fulfillment process for a Kings Road web store?

All orders are fulfilled and shipped by Kings Road Merch in Los Angeles, California. All orders will be fulfilled between 1-5 business days, not including weekends, unless otherwise indicated on your order status for pre-orders or other specialty items.

For more information on your order, please check your Order Status using your order number and email address.

I tried using a freight forwarder/ courier but you canceled my order, why is that?

Due to mail being lost in transit and many cases of fraud we no longer ship to couriers or freight forwarding locations. We apologize for any inconvenience this may cause.

Preorders- How Do They Work?

You‘re here because you want to know about preordering a release.

The latin prefix “PRE” means “before” and “order” is the action that you just did. You ORDERED BEFORE the release date. That means, you purchased or are about to purchase a record or sweet, exclusive bundle that has a street date in the future. This means you will not have your order shipped until the week leading up to the release date.

This date varies by product and will be on the item description page, and on your order confirmation email. We will not ship until the week leading up to the release date so please be aware of what this date will be. Postage options may prevent you from getting your order exactly on release date, but we will ship ON or BEFORE the release date.

What are the measurements of your shirts?

We get asked this a lot. Rather than measure each individual item we have these broken down by category. We make “Regular” Shirts and “Slimfit” shirts.

Keep in mind, some sizing may vary, even within the same brand. This should get you started and you’ll get the same answer here as you would if you emailed us.

Important to note: These are for reference only. We do not guarantee that your shirt will measure exactly to these sizes and they may vary as much as 1” in either direction.

For American Apparel sizing, click here.

REGULAR T-SHIRTS

Width (at armpit)

SM-18” | MD-20“| LG-22” | XL-24” | 2X-26”

Length (back)

SM-28“| MD-29“| LG-30“| XL-31” | 2X-32”

SLIMFIT T-SHIRTS

Width (at armpit)

SM-17.5“|MD-19“|LG-21“|XL-23“|2X-25”

Length (back)

SM-28“|MD-29“| LG-30“| XL-31“|2X-32”

I live outside of the United States, what should I expect when I order?

If you live outside of The United States and have to deal with customs, you’ve come to the right FAQ.

Shipping Methods & Info

First Class Intl- Using the United States Post Office, this method typically takes anywhere from 1-3 weeks. This shipping method includes delivery confirmation and tracking in most areas, some local postal services use other confirmation services. This method is NOT insured. Since since postal services cannot guarantee delivery confirmation, we will not issue any refunds or send any replacement shipments for lost or late orders. For a more secure shipping method we suggest UPS worldwide services.

UPS Worldwide Expedited- Using UPS, this method typically takes 2-5 business days. This shipping method is fully tracked and insured.

UPS Worldwide Express- Using UPS, this method typically takes 1-3 business days. This shipping method is fully tracked and insured.

Disclaimers

For Intl Budget and First Class Intl shipments, orders can be delayed beyond the original delivery window. This is caused by a few things; how far you are, how it’s shipped, and of course, customs. Customs is where most of the delay is. It can be released in a day or in a month. It all depends on what kind of mood they‘re in.

Depending on your country’s laws, you might have to pay an import tax. This is based on certain items being over a certain value. These taxes are out of our control and we cannot pre pay these taxes. Please contact your local customs people to find out if you have these taxes and how much they are for.

With that being said, we will not mark your package as a “Sample” or as a “gift“. They’ll catch us and you, and then we’ll all be screwed. So the best bet is to be honest.

I am having issues with my digital download. What should I do?

Digital download links are emailed at the time your order is paid. If the digital download is part of a pre-order product, you will not receive your download link until the release date.

Digital downloads can only be downloaded once to completion before the link becomes inactive.

If you did not receive your download link, or you are still having issues downloading, please contact us by sending us a message using the form to the right.

I messed up my order, what should I do?

We all make mistakes, if you made one with your order, never fear! Just email us using the form to the right or call us at
888-256-6899

Now that I know my order status, what do the different statuses mean?

We have a few different statuses for your order, these show you the different steps of your order or if there was a problem.

PAID | WILL SHIP SOON

This means that everything went smooth, your credit card is good, and we are packing the order up now!

PAID | ORDER SHIPPED

This means that everything went smooth, your credit card is good, your order was all packed up, and was shipped out to you!

PAID | PARTIALLY SHIPPED

Oh no! If you see this, it means something you ordered was not in stock! Rather than waiting for it to come in, we shipped your order without this item.

APPROVED | SHIPMENT PENDING

Looks like everything is good and approved! This means we‘re packing up your order and getting it ready to ship!

PENDING | VERIFICATION OF ORDER

We need to talk…it’s nothing bad, we just need to verify your billing information or Payment Information. Please email us or give us a call.

PENDING | PAYMENT FROM PAYPAL ACCOUNT

Sometimes things move slow. If you see this status, it means Paypal is lagging sending your payment to us. Give it a couple business days and things should be ok.

PENDING | VERIFICATION OF STREET ADDRESS

Your order is ready to be process, but we need to verify your street address. Please shoot us en email or give us a call and we should be good!

PENDING | VERIFICATION OF ZIP/POSTAL CODE

Your order is ready to be process, but we need to verify your zip/postal code. Please shoot us en email or give us a call and we should be good!

PENDING | VERIFICATION OF BILLING ADDRESS

Your order is ready to be process, but we need to verify your billing address. Please shoot us en email or give us a call and we should be good!

DECLINED | WILL NOT SHIP

If you see this, something went wrong with your credit card. For some reason your bank or credit card company did not approve the transaction. Your best bet is to call them and see what’s up. It’s usually an easy solution.

DECLINED | BAD CREDIT CARD NUMBER

Whoops! You might have misentered your credit card number. If you see this, your order was declined. Please double check your card number and try making an order again. If you entered it correctly, please call your bank/credit card company.

DECLINED | BAD CREDIT CARD EXPIRATION DATE

Whoops! You might have misentered your credit card expiration date. If you see this, your order was declined. Please double check your card number and try making an order again. If you entered it correctly, please call your bank/credit card company.

DECLINED | UNKNOWN ERROR OCCURRED

If you see this, something crazy happened! It could be the internet, it could be ghosts…who knows?! Give your order another try and it should work out.

REMOVED | WILL NOT SHIP

Your order was removed from the system and will not be shipped. Email us using the form to the right.

I am having issues with my order number, help?

For help with your order number, please contact us using the contact form to the right.

If you do not have your receipt, please email us as much information as you can. Include the Name, email address, when you ordered, shipping address, what you ordered and anything else you can provide about the order.

How do I contact Kings Road?

CUSTOMER SERVICE HOURS

8:00 AM til 3:00 PM Pacific Time – Monday through Friday.

Our direct customer service line 323-244-4728 during normal business hours. If you miss us, leave a voicemail. We’ll call you back.

For tour merchandise, retail merchandise, or artist store questions, please contact us using the form below and your email will be forwarded along.

Please allow us up to 2 business days to respond to your customer service inquiry. The more information on your order you can provide the easier it will be to solve the issue in a timely matter!

Items aren't showing up in my cart! What gives?!?

Stupid technology! Usually this is a cookies problem, chocolate chip is to blame. No, not those cookies, but internet cookies! You need these to be enabled in whichever browser you are using.

Gift Card FAQ

Terms & Conditions

Check your Gift Card balance here

Purchasing Gift Cards. Kings Road Merch gift cards (“Gift Cards”) that can be purchased and redeemed through the official webstore for (artist/URL). Purchase of Gift Cards constitutes acceptance of the Kings Road Merch Terms and Conditions. Unless expressly stated otherwise, Gift Cards will be provided by Kings Road Merch in electronic form only.

Redeeming Gift Cards. Gift Cards may only be redeemed through the Kings Road Merch webstore and the URL (artist name) and may not be redeemed towards previous purchases. Gift card acceptance in-venue is subject to internet service and access. Due to these limitations, Gift Cards may not be redeemable in-venue. Every purchase made with a Gift Card (plus any applicable shipping/handling fees, taxes, and other fees that may apply) is deducted from the Gift Card balance and any unused Gift Card balance will remain on the Gift Card account. Gift Card balances will be used against the total order placed and not against specific items of such order. If any purchase exceeds the Gift Card account, the balance must be paid with a credit card or any other payment method accepted.

Returns & Exchanges – In the event all or part of your order is returned, the customer refund will only be credited back on the original form of payment. The secondary, non-Gift Card method will be considered the first to be refunded. No credit card or paypal refunds will be granted for Gift Card purchases. A customer may only be refunded in the form of payment originally used. Let’s break this down: Example – if you spend $20 on a Gift Card and $15 on a Credit Card, you can only be refunded $20 on the Gift Card and $15 on the Credit Card. If your return is for $20, you will be refunded $15 on the credit card and $5 on a Gift Card. A customer will not be refunded a Gift Card purchase onto another payment method.

Gift Card Account. The balance of a Gift Card can be reviewed by the purchaser or holder of the Gift Card by entering the respective Gift Card code into the form that is provided by Kings Road Merch for this purpose on the Website.

Restrictions. Balances on multiple Gift Cards cannot be combined into a combined balance on one or more new Gift Cards and Gift Cards cannot be reloaded or recharged, or redeemed together with a coupon or other Gift Cards for the same order. Except as expressly allowed by Kings Road Merch, Gift Cards may not be transferred for value or resold. Except to the extent required by applicable law, Gift Cards cannot be redeemed for cash or checks and Gift Card balances cannot be transferred to credit card accounts or accounts of other means of payment. If applicable law requires Kings Road Merch to redeem Gift Cards for cash, check, or other means of payment, Kings Road Merch reserves the right to select any of the foregoing at its discretion. Gift Cards can only be redeemed for purchases in the currency that matches the personal currency preferences set for the respective Account. Kings Road Merch reserves the right to reject the redemption of Gift Cards and request alternative forms of payment, terminate the respective Account, and take legal actions, if Kings Road Merch reasonably believes that Gift Cards are abused or used or obtained fraudulently.

Risk of Loss. The title and risk of loss for Gift Cards passes upon electronic transmission of the Gift Card by Kings Road Merch to the purchaser of the Gift Card. Kings Road Merch has no obligation to replace lost or stolen Gift Cards, but you can report lost or stolen Gift Cards by contacting customer support.

No expiration date or fees. Gift Cards have no expiration date and Kings Road Merch charges no fee in connection with the purchase (except for the selected purchase price of the Gift Card) or redemption of Gift Cards.

Limitation of Liability. GIFT CARDS ARE PROVIDED BY KINGS ROAD MERCH FREE OF ANY WARRANTY, EXPRESS OR IMPLIED. KINGS ROAD MERCH IS NOT RESPONSIBLE FOR THE QUALITY, LEGALITY, OR ANY OTHER ASPECT OF THE ITEMS PURCHASED WITH THE GIFT CARD.

You may have other or additional rights in connection with your purchase or redemption of Gift Cards under the laws and regulations of the jurisdiction in which you reside and nothing in this Section restricts such rights you may have.

I put in shipping notes and you didn't use them, what's up with that?

At this time during our fulfillment process we cannot read shipping notes. PayPal does offer shipping notes at check out but these are not transferred to our order system. We apologize for the inconvenience.

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