FAQ

Welcome

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.

International Customers

I LIVE OUTSIDE THE UNITED STATES, DO YOU SHIP TO MY COUNTRY?

We ship to all of the following countries. If you don’t see your location listed, unfortunately you cannot place an order. We hope to expand our shipping range in the future.

 

Åland Islands

Greenland

Philippines

Andorra

Guernsey

Poland

Argentina

Hong Kong

Portugal

Australia

Hungary

Romania

Austria

Iceland

San Marino

Belgium

Indonesia

Serbia

Brazil

Ireland

Singapore

Bulgaria

Isle of Man

Slovakia

Canada

Israel

Slovenia

Chile

Italy

South Africa

Colombia

Japan

South Korea

Croatia

Jersey

Spain

Cyprus

Latvia

Sweden

Czech Republic (Czechia)

Liechtenstein

Switzerland

Denmark

Lithuania

Taiwan

Dominican Republic

Luxembourg

Thailand

Estonia

Malaysia

Turkey

Faroe Islands

Malta

United Arab Emirates

Finland

Mexico

United Kingdom

France

Monaco

Uruguay

Germany

Netherlands

Venezuela

Gibraltar

New Zealand

Vietnam

Greece

Norway

 

 

MY COUNTRY IS LISTED ABOVE, BUT I STILL CAN’T PURCHASE THE DAILY DEAL. HELP!

International customers can only order one item from the Daily Deal at a time. If you want to order two items from the Deal, please place two separate orders. If you intend to order one item from the Deal and one non-Deal item, this also must be two separate orders.

I MISSED THE DAILY DEAL, BUT I STILL WANT TO ORDER THE ITEM(S). WHY ARE THERE NO SHIPPING METHODS AVAILABLE?

If you are trying to purchase a former Daily Deal item, but placed the item in your cart during the period the Deal was active, you must first remove the item from your cart and/or clear cookies from your browser in order to proceed.

WHAT SHIPPING METHODS ARE AVAILABLE INTERNATIONAL SHIPMENTS?

We offer 2 options for shipping to locations outside of the US:
World Mail (8 to 18 business days): This shipment method cannot be tracked. A reference number is provided with the shipment confirmation; however, the reference number does not indicate shipping progress.
UPS World Wide Expedited (2 to 5 business days): Ships faster and is traceable. A tracking number will be provided once the order ships.

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. So here's what you do, click on the “View Order Status” button 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:
UPS: www.ups.com/WebTracking/track
US Postal Service: www.usps.com/shipping/trackandconfirm.htm

I NEVER RECEIVED A CONFIRMATION E-MAIL AND I WANT TO TRACK MY ORDER, WHAT DO I DO?

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.

I ENTERED MY TRACKING NUMBER ON THE UPS OR USPS WEBSITE, BUT THERE IS NO INFORMATION ABOUT MY ORDER. WHAT SHOULD I DO?

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.

If you are an international customer, the World Mail (8-18 business days) option is not trackable. Please choose the UPS Work Wide Expedited shipment method at checkout to be able to view the progress of your shipment.

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:

UPS Europe
UPS Asia
UPS Australia/New Zealand
UPS Caribbean
UPS North America
UPS South America
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, 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.

US Domestic orders ship
US Domestic Mail Saver (2 to 10 business days)
UPS Sure Post (3 to 7 business days)
UPS Ground (1 to 6 business days)
UPS Second Day Air (2 business days)
UPS Next Day Air (1 business day)
International Orders
World Mail (8 to 18 business days)
UPS Worldwide Expedited (2 to 5 business days)

WHERE IS MY ORDER SHIPPING FROM?

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

HOW LONG WILL IT TAKE TO GET MY ORDER?

Most orders ship within 1-2 business days, however, pre-orders will ship the week of the specified release date. You will receive an email update if the release date changes or if there are any delays associated with your order.

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

I DIDN'T RECEIVE MY ORDER WITHIN THE ESTIMATED DATE RANGE ... WHAT SHOULD I DO?

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.

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.
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 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.

I’M NOT SATISFIED WITH MY ORDER, HOW DO I RETURN?

Please contact customer service for approval of your return. An associate will provide a Return Authorization number (RA#) that must be noted on the label of a securely sealed package of your choice, preferably the original packaging.
Please keep in mind that you will have to pay the cost of shipping the item back to us. Once your item(s) have been received and inspected, a store credit of the purchase price will be processed provided that the item is in like-new condition.

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. An associate will determine the best course of action depending on the severity of the damage/defect and availability of the item in stock.

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?

The return shipping address is:
My Play Direct
Attn: Returns Department (AEC)
300 Omicron Ct, Suite A
Shepherdsville, KY 40165
Please contact customer service first for return shipping instructions to ensure a seamless process in returning and receiving your store credit or refund.

Cancel or Change Orders

I RECENTLY MOVED INTO 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: POPMARKET

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.

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.

I RECEIVED A CHARGE FROM POPMARKET BUT I DIDN’T PLACE AN ORDER. WHAT DO I DO?

If you believe there is a fraudulent charge on your card, please contact customer service. We will investigate and provide a full refund upon completion of the investigation within 1-14 business days.
Please note that if you submit a chargeback instead of contacting us it may take up to 90 days for your card provider to release the refund.

Promotions and Limited Offers

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

Please visit the "Contact Us" page or email us at help@popmarket.com