FAQ and Policies
Orders may be delayed due to the ever-changing situation with COVID-19. We ask for your understanding while we try to get orders out in a timely fashion while keeping our staff and families safe.
GENERAL SHIPPING INFO
We are unable to ship to P.O. Boxes. Please enter a physical address for shipping.
We are not responsible for items that are lost or damaged after shipping. We cannot refund or replace items that are lost or damaged during transit.
We reserve the right to cancel any orders that have not yet been fulfilled due to pricing errors or the misuse of coupon codes or any order that does not otherwise adhere to our policies.
Shipping costs are non-refundable.
RETURNS
Colortest is happy to accept returns for items purchased online within 30 days of the original purchase. Items must be returned in their original condition and (preferably) original packaging. Returns of accessories will only be accepted with the original packaging intact. Returned items cannot be washed, worn, used, or altered in any way. We are not responsible for the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders'' in the FAQ section below).
All music and media items, posters, digital downloads, sale, discounted and final sale items cannot be returned or exchanged.
Please note: When packaging posters and vinyls, we are committed to sending them in pristine condition. Please be aware we DO NOT issue refunds or replacements for minor cosmetic damage, such as corner dings, bends, split inserts, and so on, caused when in transit. Vinyls and posters are packaged securely and carefully in custom crafted tubes, but in some cases, this type of wear is simply unavoidable during transit.
More information on making a return can be found in the “Returns & Exchanges” section below.
SHIP YOUR RETURN
Colortest
Attn: Returns / ARTIST NAME
4641 Shallowford Road
Chattanooga TN 37411
LIVE EVENT PURCHASES
All live event purchases are final.
CONTACT US
Please feel free to contact us with any questions or concerns.
Call us at (423) 682-8378
Email us at info@colortestmerch.com
If you contact us regarding an order through Facebook, Instagram or Twitter, you will be directed to email info@colortestmerch.com
Every email is handled in the order that it is received during office hours. The office will be closed on the weekends and in observance of holidays.
OFFICE HOURS
Monday - Friday
10am - 6pm EST
GENERAL FAQ
Can I make changes to my order?
Unfortunately, we are unable to edit or otherwise make changes to an existing order once it has already been processed for shipment. This includes details such as billing information, item, size, or quantity.
If an order has not yet been shipped, we may be able to process an address change or cancellation. Please reach out to us at the phone number listed above. Do not send an email regarding cancellation or changes to orders that have already been placed. Emails are answered in the order they are received, and once an item has been shipped, we are unable to process a cancellation or address change. If your order has already been shipped, you must return the order prior to receiving a refund.
All orders are subject to our return and exchange policies. An address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, and Discover, as well as payment via PayPal.
Once I place an order, when will my account be charged?
If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at the email or phone number listed above.
Can I place an order over the phone?
We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at the email or phone number listed above and we’ll do our best to help.
If I’m local, can I pick up my order instead of having it shipped?
We do not have any pick-up locations for orders at this time. All orders are shipped via the carrier chosen at checkout.
Why won't my order go through?
If you receive a payment error during checkout, most of the time, it is a credit/debit card billing address or security code issue. Please verify the address of the card with your issuing bank and try again. If you're still having trouble, reach out to us at the email or phone number listed above.
What happens if you run out of stock of an item I’ve already ordered?
We make every effort to ensure inventory is accurate to avoid this happening. However, in rare cases when an item runs out of stock after your order is placed, we will reach out via email to inform you, and you will be refunded for the cost of the affected item. More information on how refunds are processed can be found under “Returns & Exchanges” below.
Do you provide size guides for apparel items?
We can provide sizing guides on most products. Please email us to request a specific product size guide. Neither the factory, nor Colortest, will measure each shirt for 100% accuracy. Sizing may vary.
What is the sales tax on my order?
Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.
What is Colortest?
Colortest is a full-service Artist merchandising company based in Chattanooga, TN. We work with talented artists from around the world to create unique, high-quality products.
PRE-ORDERS
Often before a new release, there will be an opportunity to place a pre-order for an item. Please note that pre-ordering an album or other merchandise does not necessarily mean you will receive it before the rest of the world. In fact, it is possible that (depending on the shipping location and date of shipment) the item may not actually arrive until after its official release. Pre-ordering is simply an opportunity to purchase albums or other items in advance, which are often bundled with other limited items. All pre-order products will display an estimated shipment date in the product description. This is generally accurate, but it will occasionally shift due to unexpected delays beyond our control.
The item I ordered is listed as PRE-ORDER. When will it arrive?
Pre-ordered items are not available to ship at the time of purchase. Any available estimated shipping dates will be noted in the product description of the item.
Unless otherwise noted, any order that includes a PRE-ORDER item will not ship until all items are available. If you wish to receive your in stock items ASAP, we recommend placing a separate order for those items.
Shipping and delivery dates on these items are not guaranteed.
While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for PRE-ORDER and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.
Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we do not have the information readily available yet.
SHIPPING
When will my order ship?
Orders may be delayed due to the ever-changing situation with COVID-19. We ask for your understanding while we try to get orders out in a timely fashion while keeping our staff and families safe.
At this time most orders, excluding PRE-ORDER items, ship within 2-5 business days. Shipping and delivery dates are not guaranteed.
Do you ship internationally?
Yes, we ship to 241 countries, so chances are we ship to you! Depending on your country, international shipments may take in excess of 30 days to deliver. Tracking updates are limited on these shipments. In the event of extreme delays, it is best to contact your local postal service to determine if your package is being held during the customs clearance process. We cannot contact your local postal service for you.
Shipping costs are non-refundable. Customers outside of the U.S. are responsible for any tax, duty or brokerage charges associated with shipping orders internationally. Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.
If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.
Will I receive tracking information?
Yes, you will receive a confirmation email with tracking info as soon as your package ships. Please note that some email services mark these notifications as spam, so be sure to check all of your inbox folders. If you believe that you have not received a shipping notification, send us an email or call us during the business hours as listed above. It can take up to 72 hours for your tracking link to update.
How long will it take for my order to arrive, once it ships?
All orders are shipped via the carrier you select at checkout. Orders normally arrive within 3-7 days of shipping, unless otherwise noted at checkout.
International orders normally arrive within 2-4 weeks of shipping. These orders need to pass through the customs office in your country before they will be released for final delivery, which can cause additional delays.
Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. This means we can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
Shipping delays will occur if you provide an incorrect address at checkout.
What if my address is incorrect?
Please call our office during our business hours and we will try to update or cancel your order before it ships. Do not reach out to us via email if you need to change your address, as we may not see it until after the order has already shipped. If an order has already been shipped, we are unable to change the shipping address. If the order is returned to our warehouse due to an incorrect address a refund for the items will be issued.
What is Route Package Protection?
Route is a shipping insurance company that offers coverage for packages that are lost, stolen, or damaged in transit. They can often cover the cost of a refund or replacement items (if stock permits). It is available to add to your order at checkout and is a good way to feel more at ease that your order arrives to you safely!
We are unable to provide refunds or replacements for any items damaged in transit or otherwise lost once the order has left our warehouse. If you have purchased Route Package Protection and believe your order has been lost, stolen, or damaged in transit, claims can be filed with them here using your order number and the email address used when placing the order.
Please note that Route is a separate service with their own policies and eligible timelines for filing claims. Their policies can be found here.
If you have received tracking information for an order, but it has not been updated beyond the “pre-shipment” or “label created” stage within two weeks, please reach out to us at the email or phone number listed above to look into this for you.
RETURNS
How do I return an item for a refund?
Please send any eligible items you wish to return to the address listed below, and include a note containing your order number.
Colortest
Attn: Returns / ARTIST NAME
4641 Shallowford Road
Chattanooga TN 37411
Colortest cannot accept returns of items that have been worn, washed, used, damaged, or otherwise altered. When your return has been received at our fulfillment center and processed, we will send you an email notifying you of the accepted return and refund. Refunds are credited to the original method of payment. Please allow up to two weeks for your return to arrive and be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.
We highly recommend you retain any tracking information provided when you ship your return. This can be very helpful if it seems that too much time has passed and we have not yet received the return.
Can I make an exchange if I ordered the wrong size, color, or other variant of an item?
We cannot offer exchanges for either another size or style of product or any other item of equal value.
If you received the item as a gift, requests for an exception to this can be made by contacting us at the email or phone number listed above. You will be responsible for paying for your own shipping costs for exchanging your item.
How long after my order can I make a return request?
Colortest can only accept returns and offer refunds for orders within 30 days of purchase. If it has been longer than 30 days, we are unable to process or provide refunds for the item(s).
Is there a return fee?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.
Can I include multiple returns in the same package?
Yes! Please be sure to include a note with all appropriate order numbers and the items being returned from their respective orders in the package.
Why was my order “returned to sender”?
If the shipping address provided on your order is insufficient or incorrect, orders may be returned to our fulfillment center. If this happens, we will cancel the order and refund your items, we are unable to re-ship them. Shipping costs are non-refundable. You will receive a notification that your order has been refunded and you can place another order at that time.
My limited edition order shipped, but didn’t arrive due to a shipping error. How can I get my item?
If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 business days, we reserve the right to refund your order.
DAMAGED, INCORRECT, OR INCOMPLETE ORDERS
What if an item arrives damaged?
If you have purchased Route protection, you will need to file a claim with them. Information on how to do so can be found at the end of the “Shipping” section of the FAQ above. If you did not purchase Route protection, you will need to file a claim with USPS. We are not responsible for damaged or lost items after shipping. We cannot refund or replace items that are lost or damaged during transit.
What if my item is defective?
We are happy to send a replacement item (when stock permits) or issue a refund for any defective item. If you believe you have received a defective item, please contact us at the email listed above and include photos or videos to verify the damage. Some items come with manufacturer’s instructions; please follow the instructions provided to ensure that you do not damage your item. We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.
We are only able to process a refund or exchange for damaged and/or incorrect items within 30 days from the date you received the order.
What if my order is incorrect or missing an item(s)?
If you receive your order and find it is incorrect or that items are missing, please contact us at the email or phone number listed above. We will be happy to send the correct or missing items to you ASAP. If you received an incorrect item, we will also email or include a return label, so that you can return the incorrect item at no additional cost to you.