FAQ
ORDER POLICY
Q: Is it possible to cancel my order after it's been made?
A: Unfortunately, once an order is placed, it cannot be cancelled or modified in any way. Please ensure you review your selections carefully before confirming your purchase. Your order will be shipped in line with the stated fulfillment or pre-order schedule.
Q: Am I able to adjust the quantity of an item in my order?
A: No, the number of items within an order is fixed and cannot be altered post-purchase.
Q: If I want to change the size or variant of an item I've ordered, can I do that?
A: We can accommodate size or variant changes provided that it does not involve additional charges or require a partial refund. This is subject to stock availability.
Q: After receiving my item, can I return it for a refund or exchange?
A: Yes, returns are accepted. Please consult our return policy for guidance and contact us before returning any items. Be aware that fees and shipping costs will be incurred.
SHIPPING POLICY
Q: What's the delivery timeline for my order?
A: Orders made from Monday to Friday usually dispatch within 3-7 business days, except for those products with specific timelines noted in their descriptions. For items marked as "pre-order," check the individual shipping schedule before completing your purchase. Remember, orders that include "pre-order" items will be sent in one combined shipment. If you need an item that is immediately available, please order separately from "pre-order" items.
After your order is shipped, we'll send an email with a tracking number. It can take up to 48 hours for the tracking information to show up online or for the postal service to register the package's initial scan.
Q: Do you provide international shipping?
A: We offer worldwide shipping. International deliveries might take 4-6 weeks. Be aware that your order could face import duties and taxes once it arrives in your country, which are not covered by Mutant Ideas and must be paid by you. Check with your local customs office for precise charges.
Q: How is the shipping fee calculated?
A: Shipping charges are shown at checkout and vary based on your location and the items you're buying. These rates are set by the postal service, not us.
Please understand that paying for expedited shipping only speeds up delivery by the postal service after dispatch and doesn't affect how quickly we fulfill your order. The shipping fee goes straight to the postal service, and it's their job to fulfill the delivery time as indicated on the shipping label. We don't issue shipping refunds if the postal service fails to meet the delivery timeline.
Q: Is it possible to ship parts of my pre-order separately?
A: No, orders that contain "pre-order" items are sent out in one package once all items are available. For items that are ready to ship now, please place a separate order away from "pre-order" items.
Q: What if my order arrives damaged or defective?
A: If you receive a product that's defective or damaged, Contact Us. We will work with you to resolve the issue.
Refer to our policy on cosmetic damage to vinyl below.
Q: The sleeve of my vinyl arrived damaged. Can I get a replacement?
A: We're unable to replace sleeves damaged during shipping as we don't receive extra sleeves from the manufacturers.
We do not provide refunds or replacements for minor cosmetic damages incurred during shipping, including things like damaged corners, split seams, or creased jackets. For those particularly concerned about the condition of their items, we suggest opting for UPS Ground instead of USPS Media Mail.
If the actual vinyl disc is broken or damaged, get in touch with us for help.
Q: Could my package be lost?
A: It's unlikely. If you haven't received a shipping confirmation or can't see your tracking details online, please contact us. If your package is marked as "delivered" but you haven't received it, you should contact your local post office with the tracking number.
Once a package departs from our facility, we are not responsible for any lost or stolen packages.
RETURNS AND EXCHANGES
Q: Could you detail your policy on returns and exchanges?
A: You must request returns or exchanges within 30 days after you receive your shipment. To qualify for a return, items need to be in their original condition/unwashed and unworn.
If you're returning something that isn't faulty due to production, we can't refund the initial shipping fee you paid. You'll also be responsible for the cost of sending any items back to us. A $3 restocking fee applies to all returns.
For any returns or exchanges, please contact us first before you mail your items.
Send your exchanges or returns to:
Mutant Ideas
ATTN: Returns / Exchanges
810 Broadway
Unit 3B
Bayonne, NJ 07002
Please remember to include a note stating whether you're requesting a different size or a refund for the returned item(s).
Q: Are there items that can't be returned?
A: Yes, there are a few exceptions. We can't take back perishable goods like food, flowers, or plants, nor custom-made items such as special orders or personalized products, and personal care goods or intimate items like beauty products or underwear.
We also don't accept returns for dangerous goods, including flammable substances or gases. Please contact us if you're unsure about whether your item falls into these categories.
Please note, items bought on sale or gift cards are not eligible for returns.
Q: What if my item was 'returned to sender'?
A: If an item is sent back to Mutant Ideas marked as 'returned to sender,' we will issue a refund, and the item will be restocked. If your order is on its way back to us and you wish for it to be resent, please reach out to us for help. We will send you a new shipping invoice, and upon payment, we will dispatch your product again.
ORDERING QUESTIONS
Q: When is the payment for my order processed?
A: Payment for orders is taken at the moment of purchase.
Q: What if my promo code isn't working?
A: Promo codes need to be used at the time you make your purchase. We're unable to apply them after an order has been placed, nor can we issue refunds if a code wasn't used correctly at checkout.
We cannot issue retroactive promo codes or replace them. Each order is limited to a single promo code, and codes cannot be combined.
Should you encounter difficulties with applying your promo code, please get in touch with our Support team through email or phone before finalizing your order, and we will provide assistance.
Q: What should I do if I'm having trouble with my digital download?
A: You will receive your digital download link via email once your payment has been processed. If it's not in your inbox, please check your spam folder.
Please note that digital downloads can only be completed once before the link expires. Due to compatibility issues, zip files may not download on mobile devices, so please use a computer for downloading. Ensure your browser settings on your computer are adjusted to locate your download folder properly.
Q: What if my question isn't listed here?
A: Absolutely, you can reach out to us directly with your question.