General Information


If you need help with or have questions concerning your order, please contact us via email:

Please be sure to include your full name, order number, and any additional information regarding your purchase so that we may better assist you.

Typically, customer service requests are responded to within 24 hours of submission.

Our notice address is:
UMG Commercial Services, Inc.
Attn: General Counsel, EVP of Business & Legal Affairs
2220 Colorado Avenue
Santa Monica, California 90404

Promotional Offer Policies

General Information
All products, promotions, discounts, and offers on are available while supplies last on a first come, first served basis. Unless otherwise specified, product prices already reflect discounts. All offers are limited to available stock and apply only to eligible items at

No rain checks or vouchers are available; unless otherwise noted, all offers are while supplies last. Offers are not valid after purchase, and cannot be used on prior purchases, gift cards, gift certificates, taxes, shipping, handling and/or processing charges. Purchaser must pay applicable sales tax. Offers may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. Returns or cancellations of any portion of a purchase requires equal forfeiture of offer or amount equal to offer. Other restrictions may apply. Offers are only available to customers in the United States unless otherwise noted.

Unless otherwise specified, discounts, promotions, coupons, codes, and similar price offers will be applied proportionally across each promotion-eligible item. If a discount, promotion, coupon, code, or offer was applied to a purchase, any return/refund amount will be adjusted so that the refund is spread proportionally across each promotion-eligible item purchased. No returns or refunds will be offered or processed for free gifts. No returns or refunds will be offered or processed for digital music or other downloadable products.

Universal Music Group has the right to modify or end any promotion or this policy at any time at its sole discretion. Universal Music Group has the right to terminate the access of any customer who abuses, misuses, or violates the terms and conditions of any promotion, discount, or offer, the terms and conditions of the webstore, and/or these promotional offer policies.

Free Gifts
Free gift offers are provided while supplies last, are not for resale, and will not be replaced if lost or stolen. You are responsible for paying shipping and handling for free gifts, which will be based on entire shipment weight. Free gift[s] will be shipped to the address provided in connection with each order. Refunds will only include final billed product values; no returns or refunds are offered for free gifts. No returns or refunds will be offered or processed for free gifts.

See list of exclusions below. Additional exclusions may apply and will be noted at the time of purchase.

Discount/offer code exclusions:
CDs, DVDs or vinyl records Sale items, including any bundles or packages Items classified as hazardous materials or that use flammable liquids or gases Musical instruments Songbooks Some promotional offers may only be applicable to specific goods and further exclusions may apply.

Discount Codes
Discount codes are not currently being accepted for purchases on the store. If you have an unused code, it may be available for use at a later date. Please save any unused codes in the event a previously received code becomes eligible again.

Shipping Offers
Free domestic shipping on eligible orders over $50. Receive complimentary ground shipping on your eligible purchases with a value (before tax) of over $50. Offer is valid at only. Offer only applies to an order shipped to a single address within the 48 contiguous United States and Washington D.C.. Additional charges apply for all other shipping options and destinations. Offer does not apply to music products or specialty products, and the cost of these items will not count toward free shipping eligibility. Offer does not apply to orders where “split shipping” option is selected, though where split shipping is automatically applied as a result of one or more music products in a customer cart that are on pre-order or are otherwise not yet available to ship, any eligible non-musical products totaling over $50 USD before taxes and fees will remain subject to free shipping.

Frequently Asked Questions

Once I place an order, when will my account be charged?
If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at Alternatively, if your order is declined because of a payment issue, any temporary transaction will be removed within approximately 3 business days.

Can I place an order over the phone?
We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at and we’ll do our best to help.

Can I get a different size or color than what is offered through the store?
No. If a size, color, or other variant doesn’t appear online, it is not currently available.

What happens if you run out of stock of an item I’ve already ordered?
In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

What if the item I ordered arrives and it doesn’t look like the photo on the store?
Sometimes the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out. In other cases, products are hand-dyed, or otherwise created using processes that by definition vary from item to item. As a result, each item may look a little different from others of the same design. Where this is the case we’ll do our best to let you know up front!

Feel free to reach out to our team at if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.

Digital music purchases are non-refundable.
Once you complete a purchase of downloadable or streaming music, the sale is final, complete and non-refundable. Under no circumstances will the portion of your order that contains digital music be refundable.

If you have trouble accessing the music, please email our customer care team and we will ensure that you can access the music.

Digital Download Tips

To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologize for the inconvenience!

How to access your files on your Android Phone:
To access the album on your phone, follow the link provided and click "Download"
You will then be taken to the downloaded folder and you will then need to click "extract all"
Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format
You can then listen to the album on your phone's music app.

How to access your files on your desktop computer:
Open the downloaded folder (in most cases, the folder name will end with .zip)
Click "extract all"
Once the album is finished downloading, a new folder will pop up with the files in MP3 format
You can then copy and paste the album to your desktop or mobile device.

SMS Marketing
Have questions about your SMS enrollment? Please reach out to with the subject SMS Marketing Inquiry.
Tour Collection Merchandise - Care Notice


Guidelines to be considered for a replacement:
In order to be considered for a replacement, the following items MUST ALL be met. No exceptions will be made.

• We must be contacted and receive all requested information within 30 days of the show date/purchase date.
• Receipt or proof of purchase must be provided.
• Pictures of the items and a detailed description of what is wrong with the item is required.
• Merchandise must be returned in order to receive a replacement. (Return instructions will be sent once all other items are approved for replacement)