HOW CAN WE HELP?
HELP AREA
CONTACT, COSTUMIZED PRODUCTS & WHOLESALE
How can I contact you?
Currently, our customer service is available during business days. If you have any concerns, questions or suggestions, you can contact MusicUnite to contact@music-unite.com or send a general request via form: www.music-unite.com/contact. We will reply as soon as possible.
How do I become a wholesale?
If you are interested in having MusicUnite in your store, please fill out the application and you will be notified once you are approved. You can find the form and more wholesale information here: www.music-unite.com/wholesale
What is our privacy policy?
You can find ourprivacy policy here: www.music-unite.com/privacy.
I love your designs. Can you create custom products for an event?
We welcome all kind of event, from small familiar up to huge corporate ones. Our music-inspired products are the perfect fit for your next corporate retreat, company event, music wedding and more. Small or large quantities, fast turnaround, bulk discounts and worldwide shipping. Let us know what kind of event you are planning and we will help you with some product ideas. Contact us at contact@music-unite.com for additional information or go to www.music-unite.com/gifts.
SHOPPING & ORDERING
Where is MusicUnite located? What is Print on Demand?
We are a full e-commerce business based on Print on Demand. We do not have a retail location. Our office is situated in Salzburg (Austria).
PRINT ON DEMAND is a production model where products with custom printed designs are produced as customers order them. So, instead of printing 1,000 T-Shirts with one design and holding inventory, the print on demand model prints a single T-Shirt when a customer orders it. Your Order will take a little longer than you are used to but by using Print on Demand – We are practicing “Slow Fashion” with the aim of reducing Mass Production and Wastage.
Reduces carbon emissions: As a result of local production in 30 markets and reduced transportation distances we reduce carbon emissions on each order.
On-demand production reduces waste and use of resources: All products are digital printed on demand when you buy them and avoid excess production ending up in landfill.
We use responsibly sourced & sustainable products: All our products are made with responsibly sourced and sustainable materials.
Product safety: All products are produced in accordance with international and national product safety regulations.
Responsibly sourced materials: We always strive to use responsibly sourced materials. Our printed paper products and canvases are made from paper and wood from sustainably managed forests with a sustainable forest management system in place.
Quality that lasts: We work with suppliers that offer high-quality products that we hope will be enjoyed and used over and over again for a long period of time.
Can I change or cancel my order?
As long as your order has not been processed or shipped, we can make changes to it or cancel it. It really depends on the demand but we will do everything we can to make it happen.
So contact us at contact@music-unite.com right away. Make sure to inform the changes you need to make (delivery address, product size, product design, etc.) at first contact.
If we are not able to cancel your order, you can return it to us once you receive it and request a refund or store credit.
When will my card be charged?
Your credit card is charged when you place an order.
Can I send my order as a gift?
Currently, we do not offer gift wrapping or gift messages options. However, you can certainly send your order to someone else and sit back and relax. The addressee will not receive an invoice of the order inside the package. The packing sheets do not include a list of the product’s price. The order’s invoice is sent to the purchaser’s email.
Can I add items to my order?
Once your order is submitted, we are not able to add an item to it. If the order hasn’t been processed, you can cancel the order and submit a new one with the items you desire. Contact us at contact@music-unite.com to check if the order has been processed or not. If the order was already processed you can always place a separate order for the additional items.
What currency is used on the site?
To make your shopping experience easy, you are able to visualize the products’ prices in you home country curruency: American Dollars (USD) and Euros . When you place an order, you can change the currency.
SHIPPING & DELEVERY
Do you ship internationally?
Yes, we do. Contact us if you would like to order products outside the USA, Europe Canada or Australia: contact@music-unite.com
For international orders, shipping can take 5-20 business days. Plan your purchase with advance. Delays can occur in transit or holds at the local customs office so it’s possible to take up to 7 weeks for an international order to be delivered.
Please note that customs fees (taxes, duties, processing fees, brokerage fees, etc.) may apply for international shipments. Contact your local customs office for additional info.
I placed my order! When will it be shipped?
All orders are shipped out within 3-7 business days*. Orders with custom products can take a little more time to ship. Your items will ship as soon as they are ready and you will receive an email notification with the order’s shipping confirmation and its tracking number.
If your order contains a variety of items, they may be shipped separately at no extra cost due to the different processing times and to assure a faster shipment. In this case, you will receive a shipping notification for each shipment.
(Business days are Monday through Friday, excluding public holidays.)
*During the Holiday season, late November and December all orders are shipped out within 4-8 business days due to high volume.
How much is shipping?
Shipping prices will vary based on the items you have in your cart. Start adding the items you would like to purchase in your cart and the page will give you the shipping rates. You will also be able to check the shipping rate once you proceed to checkout (that does not make you complete your purchase nor will charge you). After filling in the billing and shipping address information in the indicated fields, the page will give you the shipping charges.
You have to pay 5 € for each first product. For each additional product you have to pay 3 €. An exception are large products (pictures with frames, etc.). For these, the cost per product is 14-20 €. For orders over 100 €/$ the shipping costs are not charged. The prices given on product pages and shipping fees are inclusive of statutory value-added tax (VAT) and other price components.
Please note that customs fees ( duties, processing fees, brokerage fees, etc.) may apply for international shipments. Contact your local customs office for additional info.
When will I receive my order?
Track your order:
www.music-unite.com/track-order
Domestic Orders:
The transit time for domestic orders is 3-7 business days. When we dispatch an order we send you an email with the order’s shipping confirmation including its track and trace number.
International Orders:
For international orders shipping can take 5-20 business days. When the order gets shipped you will also receive an email confirmation with its tracking information if it is available.
Plan your purchase with advance. Delays can occur in transit or holds at the local customs office so it’s possible to take up to 7 weeks for an international order to be delivered. Tracking information is available for some international orders and it could also show delay on updates.
Please note that the delivery times given are estimates and are not guaranteed. Deliveries could be delayed due to public holidays and weather conditions.
Business days are Monday to Friday, excluding public holidays.
Do I have to pay customs, duties or tariffs?
International shipments are generally subject to customs fees (taxes, duties, processing fees, brokerage fees, etc.). Your order may be charged by your country’s customs office, according to its policy.
These costs are not included in the shipping charges and are your responsibility. We do not issue any type of refunds for customs fees and for shipping.
If you decide you do not want to pay the taxes or tariffs, you can refuse and return the item received by customs. A refund or store credit will be issued after deducting the original shipping fee and additional fees the return process may require.
We do not have a way of estimating customs fees, taxes, duties, etc. And we do not have control over the customs authorities in your country, so if you have specific questions about those charges, please, contact your local Customs office for additional information.
I did not receive a tracking information for my order.
No worries! Probably your order hasn’t shipped yet. Check the processing time for your order to get an estimated shipping date. It is also possible that the shipping confirmation email was marked as spam. Check out spam folder for emails regarding your order. If your order’s processing time has passed and you have not received any confirmation, send an email with your order number to contact@music-unite.com. We will give you up-to-date information about your order status.
Wait! My tracking number doesn’t work.
When we dispatch an order we send you an email with the order’s shipping confirmation including its track and trace number. Click on the link you received in your email and it will direct you to the tracking website.
If it does not show any information or it gives you a “status not available” notification, don’t worry. Maybe it is because your order was just shipped and some shipping service requests 24-72 hours to update their tracking information. Check back later. If you are not able to see an update past 72 hours, please contact us at contact@music-unite.com
Something from my order is missing!
Does your order contain various items? Orders with various items are likely to be shipped separately at no extra cost due to the different processing times and to assure a faster shipment. In this case, you will receive a shipping notification for each shipment when they get shipped. If your order’s processing time has passed and you have not received any tracking information, send an email with your order number to contact@music-unite.com. We will gladly assist you.
PAYMENTS
Can I trust in you? Is my credit card info secure?
Yes, you can! MusicUnite meets all 6 categories of PCI standards.
No credit card information is stored in our system at the checkout. You are using a secure server. To make your shopping experience easy, you have the option to save your transaction information from your previous order. But your credit card will remain safe. We never save your credit card’s information like the credit card number, CSV or expiration date on our system. Of course, you can always choose during the process not to save the transaction reference in your account settings.
When will I receive the refund for my order?
If you requested a refund to your Credit Card, it will take a few business days to post back to your account. It can take up to 30 days depending on the credit card company tough.
I was charged sales tax? What is going on?
We are classified as a “Remote Seller” because we do not have a physical presence in the US (the head office is situated in Salzburg, Austira, Europe), but our supliers come from multiple states. Due to that, we are required to collect sales taxes for all orders shipped by US law.
Can I update my billing address or change my saved Credit Card?
Absolutely! You can update your billing information on your next purchase. During the Checkout process, your Payment Info/ your Saved Credit Card information will be automatically selected from your last order. There you will be able to enter your new credit card and billing information. When you complete your new purchase, your billing information will be updated and saved for your future orders.
RETURNS & EXCHANGES
How do I make an exchange or return?
You did not like the product or do you want to try a different size or style? We accept returns within 14 days. All products must be returned with original packing and in original condition. The return or exchange shipment must have a tracking number as proof and it should be sent to contact@music-unite.com. We are not liable for returns lost in transit.
By purchasing a custom product, you agreed that MusicUnite created an exclusive product based on the information entered, and there was no layout proof for approval. The information is printed exactly as typed; we do not check the accuracy of the information. And please note that all custom products are FINAL SALE, not eligible for return.
Please, do not use the address on the package. Wait for your request to be approved. In the confirmation email, you will find the return address to send back the items.
If you return the item, a refund or a store credit with the original shipping fee deducted will be issued.
If you exchange for a different product, an additional shipping fee may be applied.
Non-returnalbe items are: Any kind of costum product, coupons/gift cards, any product on sale/with reduced price and worn/used or seemingly worn/used items.
To start your Return or Exchange process click here.
I received a wrong product/product with a defect.
If you received a wrong product or an item with a defect, please send an email to contact@music-unite.com with your order number, a quick description of the issue and a couple of pictures to illustrate the case. Unfortunately, printing (custom items) and shipping errors can happen. But there is no need to worry. We will assist you during the whole process.
Or click here and use the form for returens and exchanges.
Warranty
MusicUnite warrants that all new products are free from defects in manufacturing, materials and workmanship within the statutory period from date of retail purchase. This warranty is extended to the original end-user purchaser or the person receiving the product as a gift only. The warranty does not cover defects or malfunction caused by misuse, abuse or improper maintenance, failure to follow operating instructions, or use with equipment with which it is not intended to be used.
The return process for these cases might be expedited by providing a picture of the damage/defect along with a description of the issue in an email to our customer support team at contact@music-unite.com.
If the damage/defect cannot be verified via email contact, we might require you to return the product to MusicUnite for inspection. In that case, arrangements must be made with MusicUnite support as to how the return should be handled prior to placing the items back in transit to us. Once the damage/defect is identified by our quality control team, we will provide a replacement, refund or account credit.
SALES & DISCOUNTS
When is your next sale?
We have different sales throughout the year, so sing up for our newsletter. It is the best way to know about our sales, discount codes and new arrivals.
Can I use more than one coupon in my order?
Our offers are not cumulative, which means you have to choose only one discount coupon to use in your order.
It is not possible to use more than one gift card or add together a gift card and a discount code in the same order as well.
You can keep the coupon codes you don’t use for your next order. Please, just be aware of its expiry date.