MAKE SURE YOU HAVE REVIEWED YOUR ORDER AND THAT ALL INFORMATION IS CORRECT
Once an order has been placed, it cannot be edited. This includes adding items to an order, changing the quantity of items ordered, changing a shipping address, or swapping for another item. If you have entered incorrect information, ordered the wrong item, or have changed your mind, you must contact firstname.lastname@example.org to cancel that order. In some instances it may be too late to cancel the order, in which case you may return your order for a refund. You will be responsible for return shipping.
Orders placed after Feb 2 2020 cannot be refunded after 90 days from purchase date. In certain instances, such as pre-sale or pre-order purchases, Ten Club can be contacted regarding missing, damaged, defective, or incorrect items at email@example.com. If the item cannot be replaced by Ten Club, a store credit will be issued in the amount of purchase.
What forms of payment are accepted at Ten Club?
Our shop accepts Visa, MasterCard, AMEX & Discover Cards for payment.*
If you do not have a credit or debit card, or don't have someone who can authorize you to use their card, you can pay via the postal service.
Please be aware that your payment could take a month or more to be received and processed, so we cannot guarantee that the item(s) you're interested in will still be available.
We do not recommend sending cash.
US Customers - Check or Money Order - Made payable to "Ten Club".
INT Customers - Money Order (US Currency Only) - Made payable to "Ten Club".
Be sure to add any shipping charges to your total, and include an itemized list of what you are interested in purchasing as well as your full name, mailing address, telephone number and the email address that you registered your account with.
Please type or print legibly to avoid postal error and send all of the above to:
Ten Club Shop Orders
PO Box 81429
Seattle, WA 98108
*10 CLUB DOES NOT TAKE ORDERS BY PHONE
**ALL CREDIT CARD REFUNDS WILL BE ISSUED TO THE CARD USED AT THE TIME OF ORIGINAL PURCHASE**
How will I know if my order is confirmed?
You will receive an email confirmation shortly after a successful order is placed. Be sure to check this email carefully for accuracy. Please contact us as soon as possible if there are any problems or inaccuracies found in your shipping address. If you do not receive a confirmation email after placing your order, please contact us right away.
You will then receive another email letting you know your order has shipped. At this point it is too late to make any changes to the order.
(Be sure to enter your email address correctly. Failure to do so may result in non-receipt of order and shipment confirmation emails.)
Note: Items in your cart are not reserved until your purchase is complete. If you are purchasing limited edition items, we recommend completing your purchase ASAP, rather than browsing for additional items.
State Sales Tax
Due to new e-commerce laws, we will begin charging sales tax on internet purchases in compliance with each state’s tax laws. Whether this tax is charged on your order will depend on various factors such as whether the total transactions threshold has been met and whether the type of products/services you are purchasing are taxable in your state.
Please see your state’s Department of Revenue to see how this will effect your purchases.
Australia Goods & Services Tax
Starting July 1 2018, 10% GST is due on all goods sold by foreign online retailers to Australian consumers.
Where is my order number?
You can find your order number on the order confirmation page at checkout. It can also be found in your order and shipping confirmation emails. It can also found in your Order History.
You can view your order history by logging in to your profile with the email and password you used to complete your purchase.
Note: If you have checked out as a guest, you will not have a profile or order history.
What is the status of my order?
Your order status can be found in your order history. Log in to your profile then select "order history".
How long does it take for my order to be fulfilled?
With the exception of Bootleg CDs and otherwise specified products, all orders are fulfilled by the Ten Club in Seattle as quickly as possible*. How quickly will depend on order volume or office closures (holidays, weekends, etc).
Once we receive your order, it will be processed, carefully packaged, and delivered as soon as possible. Some items like Posters, Books, and Bootleg CDs are shipped separately.
Bootleg CDs are shipped directly from Nugs.net. If you have questions about your Bootleg CD order, please send an email to Orders@nugs.net
*ORDERS TOTALING MORE THAN $200 USD MAY BE HELD FOR REVIEW 3-5 BUSINESS DAYS DUE TO HIGH INCIDENCE OF FRAUD
Does Ten Club charge a sales tax?
Ten Club is required by law to charge sales tax compliant with each state’s tax laws on any items being shipped.
What if I place an order and you don't have the item in stock?
While Ten Club makes every effort to only offer products for sale that are in stock, occasionally our customers will place an order for an item that is out-of-stock. Out-of-stock items will be removed from your original order total and the remainder of the order will be shipped. If the out-of-stock item is on back-order, you will have the option to cancel that item for a refund or wait until the item is restocked and shipped.
Will you replace my damaged/defective/incorrect/missing item?
We are happy to replace/refund reship most* items in the event they are missing, incorrect, damaged, or defective. You must make contact with ten Club within 30 days from receiving your order to resolve any missing, incorrect, damaged or defective item issues. We reserve the right to extend this window depending on circumstances.
Limited Edition items will either be replaced or refunded at the sole discretion of the Ten Club.
*There are no refunds, returns, or exchanges for digital downloads or posters. All sales are final.
What is a "pre-order"?
Ten Club will occasionally have items available for "pre-order". Unlike regularly restocked items, "pre-order" or "pre-sale" items are sold in advance of fulfillment/release and in most cases for a limited time.
Items available for pre-order will be noted as such in the item description. This page will also display estimated shipping date(s).
*If you move after placing an order for a pre-sale item, a pre-order, or if a shipping delay has been announced, please provide us with your new address before the item is shipped.
I do not see the item(s) I want in the shop.
If you are unable to find the item you are looking for in the shop, it is not currently available for purchase. It may be that this item is sold out, discontinued, or was never available for purchase through PearlJam.com
Why is song X not included on my bootleg?
Track listings may vary from the original set. Pre-sets and certain covers are not included in bootlegs. Technical issues/equipment failure can also explain certain exclusions.
Can I use multiple coupon codes for a single order?
Only one coupon code can be used per order. If you enter multiple coupon codes during checkout, your order will be voided at our discretion.
Why was I required to pay import fees in order to receive the items I ordered from Ten Club?
Orders 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 info. You can find your LOCAL CUSTOMS OFFICE by doing a internet search using those words.
Why can't I see my complete order history?
Orders placed on the old site (before June 6, 2012) will not appear in your order history. We hope to offer an order history archive in the future. All orders placed after June 6, 2012 are viewable in your order history.