| Store Help - Questions: | Please click on any question below for the answer, or scroll down the page for all questions and answers.
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| 1) Do you accept credit cards? What other forms of payment do you accept? | 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, and cash (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! |
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| 2) How do I pay with Paypal, money order, check, cash or gift certificate? | | Add the items you would like to purchase to your cart and when done, click on the "Proceed to Checkout >" link. Next, choose the payment option you would like to use and follow the instructions. |
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| 3) 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 tens 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: 12PM - 8PM EST). |
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| 4) How long will my order arrive after placing it? | You can only order items which we have in stock (you may have noticed you could not add a particlar item into your shopping basket, which means we are out of stock on that item). All orders are shipped from our warehouse within 2 business days, most within 1 business day (business days are Monday - Friday).
United States orders are given the option to ship either:
- USPS Express Mail (Air): Guaranteed delivery 1 to 2 business days following shipment
- USPS Priority Mail (Air): Estimated delivery 2 to 3 business days following shipment
- USPS First Class Mail (Air): Estimated delivery 4 to 5 business days following shipment (shipments under 13 oz. are given this option)
- USPS Media Mail (Ground): Estimated delivery 6 to 9 business days following shipment
International orders are sent via:
USPS Air Mail: Estimated delivery 7 to 14 business days following shipment.
All United States orders are given a tracking number.
You can always view your order status by clicking the "Order Status" link located on the bottom 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 ship until Monday. |
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| 5) What are your shipping rates? | | Shipping costs vary by weight of the package. Simply add the items to your cart and our shopping cart will calculate the shipping charge for your order. |
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| 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). |
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| 7) 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 unneccesary. However, if for some reason you need to you can:
E-mail us
or
Call us: (617) 262-0200 (Monday – Friday: 12PM - 8PM EST) |
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| 8) 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: 12PM - 8PM EST
Retail Store Hours: Monday-Saturday: 12PM - 8PM EST
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| 9) If I purchase a pre-order item, when will my order ship? | Pre-order release dates change all the time - to view the current release date for a pre-order item, view the item detail page for that item in our online store. If a pre-ordered item is holding up your order, e-mail us with your OrderID number and any change involving that pre-order you would like to make.
If you plan to purchase a pre-order item along with other items, the following text is taken directly from your shopping cart page, when you add a pre-order and a non-pre-order to your cart:
Pre-order Information:
You have a pre-order item in your shopping cart.
Credit card orders: In-stock items will ship now, while pre-order items will ship once they are released. Additional shipping charges may apply. If you want all items to ship together so no additional charges incur, please write "Ship together" in your 'Special Instructions' at checkout. If you write this, your full order will ship on the latest pre-order ship date listed in your shopping cart (not recommended).
PayPal and Mail-In orders: Your full order will ship on the latest pre-order ship date listed in your shopping cart. If you would like the in-stock items to ship now, please create an order with items shipping now, and seperate orders for each pre-order. |
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| 10) Do you have a minimum order? | | No, there is no minimum. |
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| 11) What countries do you ship to? | | We ship worldwide! Simply 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 at the bottom of the page in your shopping cart. |
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| 12) 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. Unopen 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".
E-mail us
or
Call us: (617) 262-0200 |
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| 15) What are the dimensions of your clothing? | | All sizes are in standard USA format. For a men's clothing converter, go here. For a women's clothing converter, go here. |
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| 16) How do I redeem a gift certificate? | If you have an UGHH.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."
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| 17) 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.
- 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.
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| 18) 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. |
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| 19) 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. Once ready to checkout, click proceed to checkout and choose pay by "Credit Card" or pay by "PayPal" and choose the cheapest shipping method available. 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 credit card or PayPal account (whichever one you paid with) for the shipping cost. |
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| 20) Do you offer coupons or any other discounts? | The frontpage of our site displays a weekly coupon in the upper-left hand corner of the page. Other ways to get coupons is to join our weekly e-mail newsletter which always includes a new coupon, as well as our Facebook, Myspace, 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.
If you plan on making a purchase of over $500 (before shipping), we can give you a significant discount of $75 off your order. Use coupon code: WHOLESALE in your shopping cart. Items already in our sale bin (prices for these items are listed in red) are not entitled to further discount and do not count towards the $500 minimum. |
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| 21) 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 is loaded with hundreds of 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. |
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| 22) How do I get my music sold in your store? | If a CD, it must be in a jewel case or digi-pak 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: UGHH.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 |
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| 23) 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) cause 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). |
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| 24) 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. |
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| 25) Explain the process and time frame of how an item is added into the store. | 1) We add the item's information (artist, title, price, etc.) into our database so you may add the item to your shopping cart (same day the item is received).
2) We add cover art for the item (approx. 3 - 4 days after the item is received).
3) We encode the audio for the item so you can listen to samples of each song (approx. 7 - 10 days after the item is received). |
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