Click Here For More Info On The Has-Lo Album!
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Return To UndergroundHipHop.com HomepageCUSTOMER SERVICE: 1-617-262-0200 STORE FRONT: 234 Huntington Ave, Boston, MA 02115 (Tues-Sat 12PM-8PM)
(Our retail store will be closed on Saturday, August 30)
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Home › Help (FAQ)
Help (FAQ)
Questions
1) Do you accept credit cards? PayPal? Other payment types?
2) Is using a credit card in your online store safe?
3) How do I pay with a check, money order or cash?
4) How do I pay with an UndergroundHipHop.com gift certificate?
5) What are your shipping rates?
6) Do I have to pay sales tax?
7) How long will my order arrive after placing it?
8) What countries do you ship to?
8) What currency are your prices in?
9) Can I phone or email an order instead of placing it via the online store?
10) What is your mailing address, phone number, etc.?
11) If I purchase a pre-order item, when will my order ship?
12) Do you have a minimum order?
13) Can I return an item that I ordered?
15) How can I listen to the music/ watch the videos on your site?
16) What are the dimensions of your clothing? Do they run big or small?
17) An item is sold out. When will you get it back in stock?
18) Can I add to or change an order once I submit it?
19) What is the address and directions to visit your Boston store?
20) Can I pick up my order in your Boston store?
21) Do you offer coupons or any other discounts?
22) How can I get FREE stuff in my order?
23) How do I get my product sold in your store?
24) Where can I read or submit customer feedback?
25) What is an import? Why are they more expensive?
26) How do I know if the product is new or used?
27) How do I know if I'm purchasing the clean or explicit version of a CD?
28) Do you report to SoundScan?
29) How can I advertise on your site?
30) How can I download the files to my local hard drive?
31) Why does the audio/ video skip and/or pause when I listen to it?
32) Can I link to some of your audio and/or video files from my website?
33) I love UndergroundHipHop.com! What can I do to support this site?
34) What social media sites is UndergroundHipHop.com a part of?
35) Why don't you guys start breakdance and/or graffiti sections? Breakdance and graffiti are a part of hip hop!

1) Do you accept credit cards? PayPal? Other payment types?
We gladly accept the following credit cards: Visa, Mastercard, Discover & American Express. Debit cards with one of these logos on them will work as well. We also accept PayPal, money orders, check, cash, and UGHH gift certificates (International customers - checks are not accepted. Money orders must be made out in US Dollars). Feel comfortable using your credit card with us since it is 100% safe using our secure order form!

2) Is using a credit card in your online store safe?
Our secure server software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number and expiration date so that it cannot be read as the information travels over the Internet.

Here is the scoop:
- We have had hundreds of thousands of orders placed via credit card since we opened our Store section of the site back in August of 1999. Not one of these customers ever had a problem with their credit card information getting stolen.
- When you input your credit card information, you are doing so using a secure socket layer. This is the internet standard for security and credit card encryption.
- If you ever did in fact get your credit card number stolen, you (as a customer) are not responsible for the charges. We (the merchant) are responsible.

We hope this will make you a bit more confident with using your credit card in our online store. If you would like, you can call in your order to us via the telephone:
(617) 262-0200 (Monday Friday: 11AM - 7PM EST).

3) How do I pay with a check, money order or cash?
Add the items you would like to purchase to your shopping cart and when done, click on the "Checkout Now" button. Next, choose the payment option you would like to use and follow the instructions.

4) How do I pay with an UndergroundHipHop.com gift certificate?
If you have an UndergroundHipHop.com gift certificate and would like to redeem it WITHOUT having to send it in - you must pay by either credit card or PayPal: Add the items you want to your shopping cart - your order must be for AT LEAST THE AMOUNT OF YOUR GIFT CERTIFICATE(S) that you want to redeem. Once ready to checkout, click proceed to checkout and choose pay by "Credit Card" or pay by "PayPal" and complete checkout. E-mail us within 7 days with your OrderID number AND your gift certificate number(s) and we will refund your credit card or PayPal account (whichever one you paid with) for the amount of the gift certificate(s).

The other method of redeeming your gift certificate(s) is as follows: Add the items you want to your shopping cart. Once ready to checkout, click proceed to checkout and choose "Pay by Check, Money Order, Cashier's Check, Cash, or Gift Certificate." and complete checkout. The final step of checkout will provide you with instructions on how to redeem. It reads "If your gift certificate is LESS than your order total, include the difference you owe with your gift certificate in the form of a money order, check or cash. If your gift certificate is MORE than your order total, the difference we owe you will be included with your order in the form of an UndergroundHipHop.com Gift Certificate."

5) What are your shipping rates?
Our formula to calculate shipping is: Weight of Items + Weight of Box + Cost of Box (if shipping more than a handful of vinyl records, it will likely need to be double-boxed to ensure protection while in transit, which doubles the weight of box and cost of box).

Based on the above formula, shipping costs vary based on the exact items in your cart. Add the items to your cart and our shopping cart will calculate the shipping charge for your order in real time.

International customers: In February 2013, the United States Postal Service (USPS) increased shipping rates by over 40% (and Canada and Mexico by over 60%). We realize this is quite an increase, but please understand it is completely out of our control and the USPS is still the cheapest carrier for shipping packages.

6) Do I have to pay sales tax?
The only orders in which sales tax will be charged are those shipped to the state of Massachusetts - USA (which is where our company is incorporated). Therefore, if you're not shipping to Massachusetts, your order is tax free! If you are shipping to Massachusetts, all clothing is tax free!

International customers: Keep in mind your country might impose a custom's duty on your order (aka import tax) which you are responsible for paying at the time of delivery. However, we do everything we can on our end to help avoid this from occurring.

7) How long will my order arrive after placing it?
See green text under the "Add To Cart" button on the item detail page for processing time of any item (processing times vary between items). Pre-orders are scheduled to ship by the release date listed, however pre-order release dates are subject to change. Your entire order will ship together.

USA orders ship via USPS with a tracking number and are given the option to ship:
- Overnight: Guaranteed delivery 1 to 2 business days after processing.
- Priority: Estimated delivery 2 to 3 business days after processing.
- First Class: Estimated delivery 3 to 4 business days after processing (shipments under 13 oz. are given this option).
- Standard: Estimated delivery 4 to 6 business days after processing.
- Ground: Estimated delivery 5 to 7 business days after processing (shipments containing only music, videos or books are given this option).

International orders are sent via:
USPS Air Mail: Estimated delivery 7 to 14 business days following shipment.

You can always view your order status by clicking the "Order Status" link located on the top menu of every page of our site.
There is no good or bad day to order. Just realize if you order on Friday after 10AM EST, your package will not go into processing until Monday.

8) What countries do you ship to?
We ship everywhere in the world! We are based out of the USA but have shipped to just about every country imaginable. Add the items you want to your shopping cart and our system will ask what country you would like to ship to. You can change your shipping country at any time in your shopping cart.

8) What currency are your prices in?
All prices are in US Dollars. If you need a currency converter, go to: http://www.google.com/finance/converter

9) Can I phone or email an order instead of placing it via the online store?
We put great time into making our store the best, most efficient store for purchasing hip hop online. We ask that you do not call in or e-mail orders since it is unnecessary. However, if for some reason you need to you can:
E-mail us
or
Call us: (617) 262-0200 (Monday Friday: 11AM - 7PM EST)

10) What is your mailing address, phone number, etc.?
UndergroundHipHop.com
234 Huntington Ave
Boston, MA   02115
USA

Phone: (617) 262-0200

Online Store Operator Hours: Monday-Friday: 11AM - 7PM EST
Retail Store Hours: Tuesday-Saturday: 12PM - 8PM EST

11) If I purchase a pre-order item, when will my order ship?
Pre-order policy: Your entire order will ship together when all items in your order are available to ship. Pre-orders will not ship separately from the rest of your order. To have in-stock items ship separately from pre-orders, place separate orders for pre-order items. Pre-order release dates are subject to change.

If your pre-ordered item has a release date that changed and you would like an alternative item or would like to remove the item from your order, please e-mail us with the change.

12) Do you have a minimum order?
No, there is no minimum.

13) Can I return an item that I ordered?
You must contact us within 30 days of receiving your item in order to return or exchange. Unopened items/ unworn clothing can be exchanged or returned. Pre-recorded copyrighted materials are not returnable once opened. If a music item is open and defective it will be replaced with a non-defective version of the same item. Please contact us before shipping anything back since you will need a "Return Authorization E-mail". Any return of over five items is subject to a 10% restocking fee.

- If you still have your e-mail receipt we sent to you, simply reply to that e-mail with the item(s) you would like to exchange or return.
- If you no longer have that e-mail, please:
E-mail us
or
Call us: (617) 262-0200

15) How can I listen to the music/ watch the videos on your site?
You will need the free browser plug-in called "Adobe Flash Player". This can be downloaded at:
http://get.adobe.com/flashplayer/

16) What are the dimensions of your clothing? Do they run big or small?
All sizes are in standard USA format. Some brands run big, some brands run small - we carry hundreds of brands so there is no way for us to know if any particular brand runs smaller, exact, or larger than normal. If you normally wear a Large, than purchase a Large... if you normally wear an XL, than purchase an XL... and so on. If the item does not fit, you can exchange it for a different size or refund within 30 days of receiving your item. If you wear two sizes (for example, sometimes a Large and sometimes an XL depending on brand), you could purchase both sizes and return the one that does not fit (just keep in mind you have to pay to ship the item back to us, and if you return more than five items you are subject to a 10% restocking fee).
For a men's clothing converter, go here. For a women's clothing converter, go here.

17) An item is sold out. When will you get it back in stock?
If an item is sold out, chances are it will not come back in stock. If it is a non-clothing item, it is possible it will come back in stock (though unlikely), while clothing items rarely come back in stock. Clothing items are seasonal, meaning the manufacturers only make a certain amount of the item and never make more again. That means if you see something you like, you should buy it now and not wait until it's sold out. Click on the >"Get e-mailed when back in stock>" link next to any sold out item to be notified if/when the item comes back in stock (clothing items do not show this link since we rarely get clothing restocked). If an item says >"Not Available>", we do not expect to get the item back in stock anytime in the foreseeable future.

18) Can I add to or change an order once I submit it?
Once an order is submitted, it can not be modified in any way since orders are handled by multiple warehouses and orders go into processing as soon as "Submit Order" is pressed at the final step of checkout. That means we can not add items to an order, remove items from an order, or cancel an order once placed. However, this rule does not apply to a pre-ordered item which has had a release date change.

- If you would like to add items to an order, please place a new, separate order for it in our online store.

- If you would like to remove items or cancel an order, please e-mail us as soon as you receive your order with the exact item(s) you would like to return. Any return of over five items is subject to a 10% restocking fee.

- If your pre-ordered item has a release date that changed and you would like an alternative item or would like to remove the item from your order, please e-mail us with the change.

19) What is the address and directions to visit your Boston store?
We are located diagonally across from Symphony Hall in Boston's exciting Back Bay shopping district. We are on the corner of Massachusetts Ave & Huntington Ave (between Rayburn Music and the Mid-Town Hotel). For detailed directions, click here.

20) Can I pick up my order in your Boston store?
As long as you will be paying by credit card or PayPal, you can pick up your order. Add the items you want to your shopping cart and choose the cheapest shipping method available. Once ready to checkout, click "Checkout Now" and choose pay by "Credit Card" or pay by "PayPal". Write "Picking up order - do not ship" in your 'Special Instructions' at checkout. Once your order is ready, we will call you to come pick it up - make sure you provide a CORRECT phone number and bring a photo ID that matches the name you input at checkout! Once you pick up your order, we will refund your method of payment for the shipping cost.

21) Do you offer coupons or any other discounts?
The front page of our site displays our weekly coupon as the first image in the image rotator. Coupon details can be found on our Coupons page. Another way to get coupons is to join our weekly e-mail newsletter which always includes new coupons, as well as our Facebook and Twitter pages.

Coupon codes are to be entered in the "Enter Coupon Code" area in the shopping cart section of the store. Coupons CAN NOT be applied to an order after the order has been submitted.

22) How can I get FREE stuff in my order?
In order to get a free item with your order, you must spend a minimum of $15 (before shipping). Our FREE Stuff section has free CDs, posters, stickers, magazines, etc. and is always being updated with new free items. Visit our FREE Stuff section to see the minimum purchase required for the free item you want. One free item is allowed per order - if you would like multiple free items, you must place multiple orders.

23) How do I get my product sold in your store?
If a CD, it must be in a jewel case or digipack both professionally pressed and shrunk-wrapped. We do not accept slim-line jewel case, cardboard sleeve-only CD's or CD-R's. Other formats: Vinyl, T-shirts, etc. do not need to be shrink-wrapped:
We would more than likely be interested in carrying your product in our online store on a consignment basis. If this interests you, we need a listing of the products you would like us to carry.

Give us the following detail on the product (please do not send us more information than we request below):
- Artist Name:
- Album Title:
- Format (CD, Vinyl, etc.):
- How many tracks are on it:
- Wholesale price each (i.e. how much do you want us to pay you for each item):
- A direct web link to view cover art image (e.g. http://www.blah.com/cover.jpg. Please try to include this):

E-mail all of this information to: UndergroundHipHop.com Sales.
We will then give you instructions on where to download our consignment contract and the quantity we will take of each item. If we do decide to carry your product in our online store, there is no guarantee we will post up audio of your product.

If you have a CD-R/ demo of your recordings:
We do not accept any material sent to us for review. The reason for this is we do not have the time to listen to music that is sent to us.
If you would like, you may post up your audio on our site under:
Forums > MC Audio Board

24) Where can I read or submit customer feedback?
We love our customers and we love feedback even more! Our Customer Testimonial section has comments from hundreds of very happy UndergroundHipHop.com customers!

25) What is an import? Why are they more expensive?
Imports come from overseas (typically the UK but also Germany, Japan, etc.) The cost of shipping them into the USA plus tariffs (i.e. taxes) causes them to be a bit more expensive. But it is worth it since most of the time it is the only (legitimate) way to get these records if they are no longer in print in the USA or they have special mixes not on the USA version. Imports are also pressed on better vinyl so they sound better (to the trained ear).

26) How do I know if the product is new or used?
We only sell new products. No items for sale are used.

27) How do I know if I'm purchasing the clean or explicit version of a CD?
We do not sell clean versions of CD's so you will always be getting the explicit version.

28) Do you report to SoundScan?
Yes, we have been reporting our sales to SoundScan every week since 2005.

29) How can I advertise on your site?
All information on advertising can be found on our Advertising page.

30) How can I download the files to my local hard drive?
We do not give the option to download our audio and video files because it is illegal for us to do so (usually for copyright reasons). Also, the purpose of our audio and video is to listen/view them before you purchase them from our online store - if you were able to download them to your local hard drive, you would have no reason to purchase them!

31) Why does the audio/ video skip and/or pause when I listen to it?
This could be due to several reasons including:
1) Your internet connection is too slow. For best results, you should be on a DSL, cable modem, or faster.
2) You are listening during peak times. Try again when our site has the least amount of visitors, which is between 1AM - 6AM EST.
3) You are downloading other pages while listening to our audio/ watch our video. Don't 'surf' the web while doing this to ensure you are getting the best possible connection to our audio/ video.

32) Can I link to some of your audio and/or video files from my website?
Yes, embed/link code is on the detail pages of all items containing audio in our online store, all songs in our 'Audio' section and all videos in our 'Video' section.

33) I love UndergroundHipHop.com! What can I do to support this site?
There are several things you can do to help out our site:
1) Purchase music, clothing, and more from our online store and tell everyone you know to purchase their stuff from our online store as well. Our online store generates most of our sites revenue, therefore it must continue to be successful.
2) Tell everyone you know about UndergroundHipHop.com - both online (e.g. on message boards, chat rooms, instant messengers, etc.) and offline (e.g. at concerts, parties, friends, etc.)
3) We would appreciate if you put our logo and/or link to our site on your Facebook, Twitter or any other website!
4) Participate on our forums! We have one of the best hip hop communities online, and the more people that participate, the better it will be for everyone.
5) Get FREE UGHH.com stickers by clicking here.

34) What social media sites is UndergroundHipHop.com a part of?
You can find UndergroundHipHop.com on Twitter, Facebook, Instagram, Pinterest, and YouTube. We would love for you to follow us on any (or all) of these sites!

35) Why don't you guys start breakdance and/or graffiti sections? Breakdance and graffiti are a part of hip hop!
We do not have enough content/knowledge on break dancing and graffiti to dedicate entire sections of the site for them. However, we do sell break dancing DVDs and graffiti supplies in our online store.

Click Here For More Info On The Has-Lo Album!

Advertise On UGHH