Frequently Asked Questions
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, checks, cash, and UGHH™ gift cards (International customers - checks are not accepted. Money orders must be made out in US Dollars). You can feel comfortable using your credit card with us since it is 100% safe using our secure order form!
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.
- 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:
Monday through Friday 8AM to 4PM EST
How do I pay with a Personal Check, Cashier's Check, Money Order or Cash?
Add the items you would like to purchase to your shopping cart and when done, click on the "Checkout" button. After customer information is filled out and a shipping method is chosen you will then choose "Mail-In" as your payment method and complete the order. Your order will be processed as soon as we receive payment in the mail. Mail-in payment made out to "UndergroundHipHop.com" along with your Order # to:
67 Kemble St
Fl 1 Ste 4
Boston, MA 02119
Please note that Personal Checks are only accepted from USA customers and it may take up to 9 business days for a bank to clear a Check. Cashier's Checks, Money Orders & Cash must be in USD only. Mail-In at your own risk - make sure to conceal payment properly.
How do I pay with an UndergroundHipHop.com™ gift card?
Add the items you would like to purchase to your shopping cart and when done, click on the "Checkout" button. Enter the 16 digit code from your gift card in your cart and click apply - it's that easy! You will need to choose a payment method for any remaining balance not covered by the gift card.
What are your shipping rates?UGHH™ offers $2.99 flat rate shipping anywhere in the USA. You can order 1 LP or 100 and it's still just $2.99 to ship! If you are looking to receive your order faster than standard flat rate shipping (estimated 2 to 7 days after processing - varies based on location), costs will vary based on the exact items in your cart. Add the items you would like to purchase to your cart, enter customer information and click "Continue To Shipping Method" to see your shipping options. Our shopping cart will calculate the shipping charge for your order in real time.
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 (where our company is located). 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.
How long will my order arrive after placing it?
Most orders ship within 2 business days. However, certain items have text under the "Add To Cart" button on the item detail page if processing time is expected to take longer. 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 and the items you order will be put on hold for you until your last pre-ordered item is released.
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.
- Flat Rate: Estimated 2 to 7 days (varies based on location) after processing.
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 logging into your account. There is no good or bad day to order. Just realize if you order on Friday after 11AM EST, your package will not go into processing until Monday.
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 choose what country you would like to ship to. You can change your shipping country at any time in your shopping cart.
What currency are your prices in?
All prices are in US Dollars (USD). If you need a currency converter, go to: http://www.google.com/finance/converter
Can I phone or email an order instead of placing it via the online store?
We put great time into making our store a very easy and efficient shopping experience online. However, if for some reason you need to you can e-mail us or call us to place an order:
Monday through Friday 8AM to 4PM EST
What is your mailing address, phone number, etc.?
67 Kemble St
Fl 1 Ste 4
Boston, MA 02119
Monday through Friday 8AM to 4PM EST
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. The items you order will be put on hold for you until your last pre-ordered item is released. 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.
Do you have a minimum order?
No, there is no minimum.
Can I return an item that I ordered?
You must contact us within 30 days of receiving your item in order to make a return. Unopened items/ unworn and unwashed clothing may be returned for a refund. Pre-recorded copyrighted materials are not returnable once opened. If an 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 (RA) e-mail.
- 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: 1-617-652-8222, Monday through Friday 8AM to 4PM EST.
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 and are not always able to know if any particular brand runs smaller, exact, or larger than normal.
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, and the manufacturers only make a certain amount of the item. If you see something you like, you should buy it now and not wait - don't say we didn't warn you!
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.
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. 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 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.
- 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.
Can I pick up my order at your Boston location?
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.
Do you offer coupons or any other discounts?
Coupon codes are to be entered in your shopping cart after you click "Check Out." Coupons CAN NOT be applied to an order after the order has been submitted.
How do I get my product sold in your store?
At this time, we only sell physical product. If you have a digital only release, we can not help you.
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):
- Direct web links to view the front AND back cover art images (e.g. http://www.blah.com/cover.jpg. Please try to include this):
E-mail all of this information to: UndergroundHipHop.com™ Customer Service.
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.
Where can I read or submit customer feedback?
We love our customers and we love feedback even more! Our Customer Feedback section has comments from hundreds of very happy UndergroundHipHop.com™ customers!
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.
How do I know if the product is new or used?
We only sell new products. No items for sale are used.
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.
How can I advertise on your site?
All information on advertising can be found on our Advertise page.
Why can't I download the audio and video files?
We do not give the option to download our audio and video files because it is illegal for us to do so. The purpose of our audio and video is to listen/view samples before you purchase the music from our online store.
I love UndergroundHipHop.com™! What can I do to support this site?
There are several things you can do to help out our site:
- Purchase music, clothing, and more from our 100% independent online store and tell everyone you know to buy from us as well!
- Tell everyone you know about UndergroundHipHop.com™ - both online (e.g. on social media, message boards, chat rooms, instant messengers, etc.) and offline (e.g. at concerts, parties, friends, etc.)
- We would appreciate if you put a link to our site or specific products we carry on Twitter, Instagram, and Facebook or any other website or app!
- Participate on our forums! We have one of the best hip hop communities online, and the more people that participate, the better.
What social media sites is UndergroundHipHop.com™ a part of?