DreadHead Ordering Policy

You are responsible for these policies.

RMA Numbers and Fees
RMA stands for Returned Merchandise Authorization. If you would like to make a return you need to get an RMA number from us. You can get an RMA number by filling out this form. There is a $5.00 restocking fee on all returned packages. This is used to pay for paperwork. All returned products are discarded, we do not reuse returned products. So please only return products if necessary. We cannot credit any shipping fees. We cannot accept any returns after 30 days. If you return a package without an RMA number you will be charged a $3.00 RMA Fee.

Order Cancellations
Orders can be canceled before they are shipped out. There is a $5.00 fee to cancel an order. If an order has already been shipped out we cannot cancel the order. You can return the order once you receive it. You will need to get an RMA number from us and we cannot credit any shipping fees. It you need to cancel an order please fill out this form

Billing Addresses
You must type in the correct billing address of the credit card you are using in the billing address blank. If you do not type in the correct address your order will be held until we can verify your address. We will contact you by phone or by email to let you know about this. We can only ship to the billing address of the credit card with 2 day air orders, Next day air orders, and International Orders. Your order may be canceled if you do not type in the correct billing address.

Address Changes
If you need to change the address that your package is being shipped to please fill out this form.

Incorrect Addresses
You are responsible for giving us your correct and complete address when placing your order. If you are placing your order over the phone and your address has unusual spelling you need to spell your address out for us clearly and slowly. We will repeat address information back to you and may ask you to spell parts of your address for us, but you need to let us know if your address is hard to understand. If you need to change an incorrect address please fill out this form.

Required Signatures
A signature may be required for your order if your order is shipped 3 day air or 2nd day air. A signature will be required for delivery of your package if your package is shipped Next day air, or internationally, or to a different address than the billing address of the credit card.

Shipping guarantees
We do not guarantee delivery times with UPS or the US Post Office. We do guarantee that we will ship your package within 24 business hours and we will ship it the method you ordered. UPS does guarantee delivery times on 3 day, 2 day, and Next day orders as long as you give them your complete street address, including apt., dorm room, suite, and building numbers.

UPS & USPS Claims or Damages
If your package is lost or damaged we will reship your package. If UPS or USPS delivers a damaged package to you, accept the package, do not refuse the package. After you accept and inspect the package please fill out this form to let us know what items were damaged. We will put a tracer/claim in with the shipping company and send you a replacement. If you refuse the package we will not be able to make a claim with the Post Office or UPS. Since this warning is in the policies section you will be responsible for this information. We can reship the package to you and you will have to pay for shipping again. If your package is damaged do not discard the damaged items until we let you know it's ok to throw them away. Sometimes the Post Office and UPS takes the damaged portion of the package back and if you've thrown it away they are not responsible for paying for the claim. Claims through UPS take 8 business days and claims through the Post Office take about 30 days.

Lost Packages
If your package is lost by UPS or the US Post Office we will send you a replacement. Please contact us and let us know about your lost package. You can contact us using this form to let us know that your package has not been scanned in a few days or is lost. We will put a tracer/claim in with the shipping company and send you a replacement. UPS claims take 8 business days and US Post Office claims take about 30 days.

Missing Items
If something is missing from your package please contact us within 3 business days of receiving your package. You can contact us using this form. We cannot issue refunds for missing items, we will send a replacement of the missing item.

Customs Fees, Taxes, & Duties
You may be charged a customs fee or import tax or duty through the Post Office or UPS if your package is shipped internationally. We mark all international packages as duty and tax free but sometimes they still charge fees. There is no way for us to know if they will charge you a fee or not. We do everything we can to prevent fees but you may still be charged. These fees are like taxes and you are responsible for them and we cannot credit you for them. These fees are charged to pay people who work at customs offices.

International Verification
We can only ship to the billing address of the credit card with all international orders. If your billing and shipping address differ you will need to send an international money order. In efforts to reduce the risk of credit card fraud and protect our customers our credit card processor requires us to obtain additional documentation for verification purposes if you are using a Visa or Mastercard. This additional security measure is designed to prevent fraudulent and unauthorized charges to your credit card. Any credit card order that does not meet address verification test will be canceled and you will be notified by email. Please rest assured that your information will be used solely for the purpose of verifying your payment information and not for any other purpose. In addition, your personal information will be kept strictly confidential and will not be disclosed to any third parties.

* If you are paying by Visa or Mastercard, please read the following: Our on-line merchant service does not allow us to easily verify international addresses with Visa & Mastercard orders. You will need to fill out the verification form before your order can be shipped. You will need to send us a copy of the front of the credit card you are using and a copy of the address portion of your monthly credit card statement, please make sure your account number is visible on your card statement. For security reasons you may cover the middle eight digits on your card statement and credit card. Once we receive these documents your card will be charged for your order and your order will be shipped. Your card will not be charged and your order will not be shipped until you have submitted your verification.

* If you are paying by American Express you do not need to send verification. American Express allows us to verify addresses for international orders. If you are paying using American Express please fill out this form after you place your order to let us know you paid using American Express. Your order will be shipped out within 24 business hours.

Chargebacks
If you place an order with us using a credit card the charge on your card will come from DreadHeadHQ. Please make sure you remember this when you get your card statement in.

If you have a charge on your card from us and you did not place an order with us please call us at 1-877-884-4867 between 10:00-5:00pm Monday through Friday Eastern Time to let us know that your package has not been scanned in a few days or is lost. You can check current Eastern Time in the top left corner of this page.

Defective Merchandise
If your receive damaged or defective merchandise please notify us before returning it to us. You will need to get an RMA number from us. If you return merchandise without the RMA number we will not know what it is and it may not get to the right department.

To let us know us about defective merchandise contact us using this form.

To get an RMA number contact us using this form.

When sending defective merchandise back to us, be sure to follow the shipping instructions under "Returning Merchandise". We cannot refund any shipping fees. We will send you a replacement or give you a store credit for the amount you paid.

Shipping times
99% of all orders, in the continental USA, placed before 11:00am EST go out the same day. If your order is placed after 1:00pm EST it will go out the next business day. Business days are Monday-Friday excluding holidays.

If your order is placed inside the USA but outside the continental USA your order will go out within 24 business hours.

If your order is placed outside the USA your order will be shipped within 24 business hours of us receiving your verification.