Frequently Asked Questions
Frequently Asked Questions about our Ordering Process
When will I receive my order?
Our fulfillment warehouse is open Monday – Friday from 8-5. We usually ship withing 24-48 hours, however. during holidays and new product releases, there could be delays. We ship all orders via the U.S. Postal Service with Delivery Confirmation. Once your order has been shipped, you will receive an email notification that includes a tracking number so that you can view your estimated delivery date. Due to Covid-19, there have been delays with all shipping services. For special occasions, please order in plenty of time especially if you are an International customer.
How will I know you received my order?
When you place your order online, you will receive an email notification that includes an order number from R&S Concert Division.
How do Pre Orders work?
Pre Orders are orders taken prior to the official release of an album or product. Because we do not store credit card information, we will charge your account at the time you place the order.
When will my Pre Order ship?
An estimated ship date will show on the item description and shopping cart. This date is an ESTIMATE. We do our best to deliver your order by the release date, however, if we experience delays in receiving product, the date may change. Sometimes unexpected changes in production, warehouse operations or other issues outside of our control (such as the COVID 10 pandemic).
If you live in the US, please place your order no later than 10 days before the scheduled release date. International orders will not arrive by the US release date and may take an additional 3-6 weeks to get to you.
What if there is a question about my order?
We will email you if there are any questions regarding your order. Make sure you specify size(s), correct ship to address, etc. so that your order will not be delayed. If you have questions you can email Info@richards-southern.com.
Can I phone my order or question in?
We do not offer a phone number for ordering or checking on orders. Our mail order service is operated through mail and online orders. Contacting us by phone will actually be counter-productive to you because the people you need to speak to are not usually at the location you are calling and messages have to be left. Communications are best handled via email.
Can I place an online order without a credit card?
No, orders cannot be placed without a Visa or Mastcard. If you are unable to make payment by credit card, you can mail your order to us with a cashiers check or money order with the Mail Order Form found at the top of the store page.
International and Canada orders
International and Canada orders will be shipped via First Class International Mail or Global Priority Mail depending on size and weight. Orders weighing over 4 lbs may incur additional shipping charges. In this case, you will be contacted before your order ships. We are not responsible for additional customs fees. Delivery time is 7-10 days, however, packages sometimes get delayed in customs. Unfortunately, we cannot track international and Canada shipments once it reaches customs so please be patient.
I was charge twice for my order!
If you try to submit an order and it is declined for ANY reason it will show as a "Pending" order on your account but WILL NOT go through as payment. Every bank and/or credit card company has a different policy. You need to contact your bank to see when the charges will "fall off" your account. Please do not call us to take the "Pending" charge off your account as we will not be able to do this for you.
What if I need to return my order?
If there is a problem with your order or you need to exchange it for a different size, we will accept any item that has NOT been worn or washed. Print a copy of the Merchandise Return Form and return that completed form with the merchandise to :
R & S Concert Division
PO Box 37
Goodlettsville, TN 37070
You are responsible for return shipping charges and we pay for shipping the exchange if applicable. To avoid restocking fees, you must return your order with 30 days from the time you receive your order.
Can I join a Fan Club through the merchandise site?
Fan Clubs are separate from the merchandise site. At this time, we cannot mix fan club applications and/or renewals with merchandise sales.