FAQ

Welcome to the new popmarket!

We got a facelift (and loads of new features).

Due to privacy considerations, we weren't able to transfer over your account information from the previous site. To get started (and make things as easy as possible) make your new account here.

Accounts

PLEASE READ THIS IF YOU HAD AN ACCOUNT:

For privacy reasons we could not migrate your account information to the new platform.

We apologize for the hassle!

Please create a new account during checkout and your address information will be at your fingertips when you checkout next time.

You will also notice that we’re no longer storing payment information in the accounts - also for privacy reasons. Luckily, most browsers allow you to store and autofill credit card information and fill out payment info with one click. That’s just as convenient and much safer.

Orders and Shipping Information

How Can I Check the Status of my Order?

When you placed your order, you also got a confirmation e-mail with your order number. So here's what you do, click on that order number and you'll be brought to an order status page where you can track the progress (kind of like the Domino's pizza tracker but not quite as tasty).

When your order ships we'll also send you a shipping confirmation e-mail (what can we say, we love emails). In most cases it will include a tracking number that allows you to track your order on the carrier's web sites:

P.S. UPS Mail Innovations shipments can not be tracked. Click here for more information. Also, USPS tracking for international shipments may be limited. See below for more information.

Dear PopMarket, I never received a confirmation e-mail and I want to spend my waking hours tracking my product like I do my newsfeed, what do I do?  -Timeline Tracker

Dear Timeline Tracker,

Your confirmation email may have been caught in your spam or junk folder. When searching for your confirmation e-mail, please note that our emails include PopMarket in the "From" field so search that way first (and change your settings so we don't go in spam). Still have trouble? Contact our customer service.

Dear PopMarket, I entered my tracking number on the UPS or USPS website, but there is no information about my order. What should I do? -Trouble In Online Shopping Paradise 

Dear Trouble, Your parcel may have just recently shipped, and tracking information may not yet have been entered into the system yet. Please check again in a few hours or the next day. If by then you still don't see any tracking information, contact our customer service (you can also tweet us @popmarketmusic)

P.S. Most U.S. Postal Service First Class International orders can only be tracked until U.S. Postal Service hands over your parcel to the local postal service of the destination country. This is because most foreign postal services don't provide tracking information back to the U.S. Postal Service so the tracking information will most likely be incomplete. International UPS Mail Innovations orders are not trackable. 

How can I get in touch with UPS or US Postal Service?

UPS: You can find local contact information in the Customer Service sections of the appropriate UPS country websites in one of the following regions:

US Postal Service (U.S.P.S). Please click here to get in touch with USPS customer service

Shipping Methods and Transit Times

How will my order ship? 

Domestic US orders ship US Domestic Saver, World Mail or USPS Priority. But, no worries though, we'll e-mail you shipping details and a tracking number on the day your order ships.

Canadian orders will ship U.S. Postal Service First Class International, UPS Standard, or UPS Mail Innovations. We'll e-mail you shipping details and your tracking number on the day the order ships.

 

Cool, so where is my order shipping from? 

Your PopMarket product is coming straight from the US (in Kentucky to be exact). 

Awesome, I love Kentucky! So how long will it take to get my order?

Most orders ship within 1-2 business days. Once your order has shipped the estimated transit times are as follows:

International orders:

World Mail 8 to 18 business days
UPS World Wide Expedited 2 to 5 business days

Domestic US orders:

US Domestic Mail Saver 2 to 10 business days
Sure Post 3 to 7 business days
UPS Ground 1 to 6 business days

Hey PopMarket, I'm kind of bummed I didn't receive my order within the estimated date range ... what should I do?

  1. Our delivery date ranges are estimates and most orders should arrive within them. It is possible however, that some orders take a few days longer.
  2. Did you receive a shipping confirmation email from "Popmarket Music"? If you didn't, your order may not have shipped yet. In that case please contact customer service.
  3. Customer service may have tried to contact you to correct a potential error with your address.
    Please check your email or spam for an e-mail from "Popmarket.com"

Can I order an item as a gift for someone in another country?

    Because of the complex logistics of international shipping, the billing country and the ship-to country have to be the same. We hope to be able to offer this option in the future.

    Can I reroute my package once the order has shipped?

    We'll try our best to reroute the package but in most cases it won't be possible. 

    Returns and Refunds

    What is your general return policy?

    We're so convinced you will love your PopMarket product (we're talking daily snaps and selfies if that's your thing <3) that the idea of returning our products doesn't register in our brains. 

    However, if you are really bummed with the condition of your purchase or it's 100% not what you were looking for, we are happy to issue store credit for the exact dollar amount of the original product less the shipping charges.

    Please contact customer service instructions on how to receive a store credit. 

    How long do I have to use my store credit?

    All approved store credit must be used within 6 months of the issue date of the credit. 

    I received a damaged, defective, or wrong item. How do I replace it?

    Please contact customer service. In most cases we will give you a partial refund based on the damage or send you a replacement item and - if necessary - return instructions if it is completely defective.

    If I have to return an item (and it's approved by you guys), who pays for the return shipment?

    In most cases, you will be responsible for the cost of returning the item. However, if the return is due to an error on our part, or due to a defective item, we will pay for the shipping of the new item and for the return of the old item.

    Where do I send the returned item?

    Please contact customer service for return shipping instructions. 

    Cancel or Change Orders

    I recently moved into sick new digs, so how can I change my address or shipping information?

    Congrats on the move! Please contact customer service as soon as possible. We'll do our best to change the address before your item ships.

    How can I change my order?

    Unfortunately we can't change your order once you've submitted it. If you've ordered the wrong item please contact customer service to cancel your order. You can then place a new order online.

    I'm terrible with commitment ... how can I cancel my order?

    To cancel an order, please contact customer service within an hour of placing your order.   After that, we are unable to cancel orders unless it was a pre-order. Since orders are transmitted electronically to our warehouse we have a very short window to cancel. 

    Payment and Credit Card Questions

    What payment methods do you accept?

    Glad you asked! We accept all major credit cards: Visa, Mastercard and American Express, as well as Amazon pay and Paypal.

    Can I change my credit card information?

    For security reasons we can't access or change your payment information. If you think your payment will not go through when we charge your card it would be best if you place a new order with your new payment information. In that case please contact customer service and we'd be happy to cancel your old order for you.

    When will my credit card be charged?

    Excellent question. Your card will get charged the full amount of your order when the order is placed. If for any reason your order is not fulfilled or canceled before shipping, we will refund you in full.

    How will the charge show on my credit card statement?

    American Express will show the charge as: MYPLAY DIRECT

    Visa and Mastercard will show the charge as: MyPlay Direct Inc.

    I see a small charge on my credit card statement. What is this for?

    Your bank may have placed an authorization hold on your account when you submitted your order. This hold will expire when the transaction is completed, if not before. If the transaction doesn't go through, the hold will expire in anywhere from 5 to 30 days, depending on your credit card company's policy.

    Rats. My credit card was declined, what do I do?

    Such a drag. Please contact your credit card company or try another credit card. Also check the expiration date of your card.

      Promotions and Limited Offers

      I'm spring-cleaning out my inbox, how do I unsubscribe from a mailing list?

      Noooooooooo, don't leave! What we would recommend (to assist with separation anxiety) is if you update your preferences so you only get weekly or promotional emails from us. But, if you absolutely want to cut ties, just click on the link at the bottom of your email. You will be redirected to a page that allows you to manage your subscriptions. Uncheck the emails you would like to unsubscribe to and press the save button.

      If you're still receiving unwanted emails from us please contact customer service.

      Do you offer wholesale?

      We currently don't offer wholesale opportunities.

      Military & APO

      We love everyone, but at this time we are unable to ship to P.O. boxes and military addresses. 

       

      Contact Us

      Follow us on Twitter for order updates: @myplaydirectcs