Frequently Asked Questions
**NOTE – shipping may be delayed due to extra precautions to keep our warehouse workers safely distanced. We are shipping & orders will ship as soon as possible while making sure that we account for the health and well being of our staff.
What if my order or item is a PREORDER, when will it ship?
**Due to ongoing manufacturing and supply chain delays, all ESTIMATED PREORDER SHIP DATES ARE SUBJECT TO CHANGE WITHOUT NOTICE FOR A VARIETY OF UNFORESEEN REASONS. All PREORDERS will ship as quickly as possible and if there is a significant delay with fulfillment, we will attempt to notify you if updated information is available.
- If your item or order is a PREORDER it will ship out on the estimated ship date listed in the item name or on the item image in the webstore. If no ship date is listed it will be processed as soon as possible.
- If your PREORDER contains items with different ship dates, your order will ship out on the date that the last item is available for shipment.
- If your PREORDER contains extra items (non-PREORDER), everything will ship out together on your PREORDER ship date.
- **If you would like your extra items (non-PREORDER) to ship separately, please place two new separate orders and we will cancel your original order upon request. **
- **Once a PREORDER has been placed we cannot add or combine additional items and/or existing orders to the PREORDER. If you wish to add additional items you will need to place a new order for the desired items.**
Can I change my size?
If your order has not been processed or shipped and we have the size you've requested in-stock, we can typically get that taken care of for you. If you included the item & size you need to change to in your original email, we'll work to make that happen. If it cannot, we'll let you know.
Some items in my order have not shipped yet?
Some orders contain items that are manufactured per order and sourced from multiple vendors. Please check your order confirmation email, if the item(s) in your email indicate *THIS ITEM WILL SHIP SEPARATELY* then you will receive a separate shipment email confirmation when the item(s) are processed. Please note processing from some vendors may take additional weeks in some cases, thank you for your patience.
Can I cancel an order?
If we receive your request to cancel an order before it ships, we will cancel the order. If the order has already shipped, the order cannot be cancelled. At that point you would need to return the item for a refund (refunds only cover the cost of the items purchased, not shipping).
Why won't my payment go through?
Double check your info, making sure that the Billing Address you're entering exactly matches with that the card company or Paypal has on file for you. You may need to call the customer service # on the back of your card to verify your info if you continue to have issues. Some Prepaid Cards and Gift Cards require registration before online purchases can be made with them.
I see duplicate charge(s) for my order?
If your initial attempt(s) were declined due to incorrect information, declined attempts can still sometimes initially appear on your account activity as availability of funds are checked by your card company, regardless if it is accepted or not. The declined attempt(s) will automatically disappear from your statement after a few business days and only your approved attempt will remain..
What currency are the listed prices?
All listed pricing and transactions are in USD (U.S. Dollars). All major bank cards, credit cards and Paypal will automatically process the currency conversion to USD upon order submission.
How will the charge appear on my credit card?
The charge on your credit card will be from SP * HOUSE OF PAIN STORE.
Can I pay with Paypal?
Yes, we do accept Paypal. Simply select the 'Paypal' payment option in the checkout process, and after you submit your order you will be taken to Paypal to transfer the payment.
Do you accept orders from outside the USA?
Yes, we do accept international orders. We will notify you via email if we do not ship to your country. We are not responsible for orders lost or mishandled by foreign postal carriers nor any additional customs or duties charges which may be applied by your country of residence.
*UPS Worldwide Economy DDP (Duties & Taxes Paid) - This shipping method includes the pre-payment of all duties and taxes due for delivery. Customers who choose this ship method have the advantage of no extra duties or taxes due upon delivery and overall faster customs clearance.
UPS Worldwide Economy (without DDP) and all USPS International services do not include any possible duty or tax due and any additional tax or duties fees will be the responsibility of the customer to arrange and pay prior to delivery.
What are the shipping costs?
Shipping costs can be determined by adding the items you wish to purchase to the cart and clicking on 'Estimate Shipping'. Enter your zip code in the shipping cost calculator, and the options & prices will be displayed.
How long will it take to get my order?
Approved orders generally ship within 1-3 business days, and shipping often takes another 4-7 days. These estimates DO NOT include weekends. On average, it takes approximately 1-2 weeks for orders to arrive to most places in the US. If you need your item faster, we offer Express shipping, which arrives to most locations in the US in 1-2 days (NOT including weekends). Express Mail shipping is the fastest, then Priority Mail, and First Class Mail is the slowest shipping option.
All orders from outside the US are subject to special handling, and as a result may take longer for transit. Orders from outside the US can take approximatetly 2-6 weeks to arrive, and in certain instances longer, depending on where they are going.
Why is my tracking not showing any updates?
Both the USPS and UPS begin and update their tracking scans at different intervals, based upon where the package is processed and the destination. The first scan can take 1-3 days AFTER you have received your shipment confirmation email, and subsequent scans may not be frequent. If your order is has shipped, it is indeed en route to you, even if the tracking is not keeping up.
What if an item is out of stock?
If an item is temporarily out of stock we will send you an email notification to let you know that your order will take additional time. You can either: cancel your order, order something of comparable price, or wait for the item to be restocked. Some items are limited and do not get restocked, if you order an item that is out of stock and will not be restocked, we will issue a refund for the order.