Order Policy/FAQ

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

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.

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".

Below is a description for each order status:

Pending: Your order has been received and is in queue for processing.
Warehouse: Your credit card is good and we are packing the order up now!
Shipped: Everything went smoothly, your credit card is good, your order was all packed up and is shipping out to you!
Order Exception: There was an issue with your Billing/Shipping address, you  used an invalid credit card, added extra characters like dashes or spaces, or you ordered an item which is no longer in stock.

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 within 1-4 business days* depending on order volume or office closures (holidays, weekends, etc).

Once we receive your order, it will be processed, carefully packaged, and delivered as quickly 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 on any items being shipped to Washington State. There is no sales tax on orders shipped anywhere else.

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 on the new site. We hope to offer an order history archive in the future. All orders placed after June 6, 2012 are viewable in your order history.

Have more questions? Submit a request

Comments