Shipping Policy/FAQ

Where does Ten Club ship?
Ten Club ships all orders via UPS Mail Innovations. We ship to most countries - If you have a question about shipping an order to your country, please contact us for more information.

Domestic - Orders shipped inside the US may be tracked on both UPS and USPS websites. Tracking starts through UPS and then is given to USPS to finish the delivery. It can take 24-48 hours to be view-able on the UPS website. Average delivery time is 5-8 business days from shipping confirmation email.

International - International orders are shipped via UPS Mail Innovations without tracking. Normal transit time is 10-14 business days, however, it can take up to 12 weeks for processing, shipping, and delivery due to: weather, customs, logistics/high shipment volumes, etc., although this is uncommon. Shipments to CA, MX, South and Central America and AU can expect delays due to increased customs scrutiny.

What are "Shipping" charges?
Ten Club charges a combined postage and handling fee for most shipped orders. Some orders include free postage and handling. Some orders have a discounted postage and handling rate. In all cases, this fee is described as "shipping".

Ten Club currently offers two types of Shipping:

Standard Domestic Shipping - This shipping classification describes the postage and handling fee associated with orders shipped inside the US. It does not describe a specific shipping class for a particular company (ie USPS, FED EX, DHL, UPS, ETC). The appropriate shipping class is determined by UPSMI during their sorting process.

Standard International Shipping - This shipping classification describes the postage and handling fee associated with orders shipped outside the US. It does not describe a specific shipping class for a particular company (ie USPS, FED EX, DHL, UPS, ETC). The appropriate shipping class is determined by UPSMI during their sorting process.

Do you offer expedited shipping?
Ten Club does not offer expedited shipping at this time. We have chosen the most affordable and reliable shipping method for our customers and our business needs. We hope to expand these options as soon as possible.

What is UPS Mail Innovations?
UPS Mail Innovations is a high-volume mailing service provider. For domestic shipments, UPS picks up and processes packages, then via hub system, moves them to the closest USPS Post Office where existing trucks/routes are utilized for final delivery.

For international shipments, UPS picks up and processes packages, then via hub system, moves them to the appropriate customs authority. Then the package is brought to you via your local postal service.

A detailed outline of how they work can be found here.

Why do you use UPS Mail Innovations?
UPS Mail Innovations is the least expensive shipping option with delivery confirmation.  And unlike courier services, UPSMI utilizes daily USPS delivery routes, thereby eliminating the need for an extra trip to deliver your order. This greatly reduces the amount of extra emissions that would have been produced by a special delivery. We think that is a good thing.

I moved. How do I change my shipping address?
To correct your shipping info before your order ships, email shipping@tenclub.net to let them know your address has changed. Please provide the order number and the new address.

Updating your address in your address book will not update the Shipping Address on an existing order or pre-sale item.

If your order has already shipped, your address cannot be changed.

Please note: Due to the difference in shipping fees and the way orders are charged and processed, it is not possible change your shipping address from International to US. However, you can change your International shipment to a US address and receive a refund for the difference in shipping cost.

Why hasn't tracking updated?
USPS Delivery Confirmation information is not updated (scanned) as frequently as UPS or Fed Ex tracking. Estimated delivery date is just that, an estimate. Normal transit time in the US is 5-8 business days. Some items, like Vinyl LPs and Books will take longer to arrive.

Why did you ship my order in 3 different packages?
Some items are shipped separately. We do this for a number of reasons, the most common being weight and postal class. This also helps to facilitate order processing. Some items come prepackaged from the manufacturer. Some items like posters can't be folded into boxes, so we use tubes. Vinyl records don't fit in tubes or envelopes, so we use boxes. Unless noted in the item description, shipping cost is paid once for all items, regardless of how many packages your order is shipped in. Please contact us with any questions regarding your shipment.

I live in Chicago, so why does tracking say my order is in California?
UPS Mail Innovations picks up from Ten Club in Seattle. Shipments are then processed in Auburn, WA. After processing, packages are taken to a UPS Air hub. From there they are routed to the UPS hub nearest your local Post Office. Packages are then driven to your local post office where it's loaded onto a truck for final delivery to your door. Routing is based on volume and the most direct route for one package is not always the most efficient or environmentally responsible solution for hundreds or thousands of packages.

How can I find out how much it costs to ship my order?
The easiest way to calculate the shipping cost is to put the item(s) in your cart and proceed to the subtotal page. There will be a display of total cost and a breakdown of the line item costs. You are not obligated to complete the purchase if you do not approve of the cost. Shipping cost is based on weight and shipping destination.

I don't live in the U.S. - What about customs, duties and taxes?
For Orders being shipped outside of the United States: Customs, Duties and Taxes are the responsibility of the customer. Orders placed in the store that are shipped to countries outside of the U.S. may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

What if my order never arrives?
Domestic orders that do not arrive within 30 days of the shipping date are eligible for refund or replacement, depending on merchandise quantities. You must make contact with Ten Club within that 30 day period* to be eligible for a refund or reshipment.(If your missing parcel is a Membership Item, it will be reshipped, not refunded).

*Except in instances where movement is still indicated in tracking progress.

International orders that do not arrive within 90 days of the shipping date are eligible for refund or replacement, depending on merchandise quantities. You must make contact with Ten Club within that 90 day period to be eligible for a refund or reshipment.(If your missing parcel is a Membership Item, it will be reshipped, not refunded).

My Bootleg CD order never arrived. What can I do?
If your order was shipped to a US address, please use the tracking number included in your shipping confirmation email (sent from orders@nugs.net) to look up the delivery status on USPS.com. If the tracking shows it was DELIVERED or FORWARDED, please contact your local postal branch to locate your package. If the tracking shows it was RETURNED TO SENDER or if no status is shown, please contact Nugs directly by opening a new customer service ticket at help.nugs.net .

If your order was shipped internationally, please verify the shipping address is accurate and complete. If so, check with your local postal office as some orders are held for import taxes or customs fees. If your order has not arrived after 30 days, please contact us directly by opening a new customer service ticket above.

My Bootleg CD is scratched, skips, or will not play in my CD player.
Please try playing the disc in a different CD player to see if you encounter the same error. If the same error occurs on multiple CD players, please contact us by opening a support ticket at help.nugs.net. If the error does not occur in all CD players it is most likely an issue with the laser that reads the disc, rather than a defect with the disc itself.

Can I ship my order to a friend, who will then forward to me?
Yes. You just need to make sure that you select the proper shipping address at checkout. PLEASE BE ADVISED that Ten Club cannot be responsible for the contents of your order if it is shipped to a third party, and will not be responsible for reshipment or refund. This includes freight forwarding companies.

Can I have my order shipped to a hotel/third party?
Ten Club cannot guarantee receipt of orders that are shipped to any address that is not a verified primary shipping address. This includes freight forwarding companies, hotels, or any third party addresses. Any orders shipped to a non-verified primary shipping address are done so at the risk of the customer, and Ten Club will not re-ship or refund any such orders.


Ten Club reserves the right to amend this policy at any time.

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