XPoNential Music Shop Help

Ordering & Payment

1. How do I place an online order?

2. How do I know it is safe to use my credit card at your store?

3. Which forms of payment do you accept?

4. How do I order by phone, fax or mail?

5. Can my order be shipped outside North America?

6. How do I change or cancel my order once it's been placed?

7. What do I do if I have a problem with my order?

8. How do I use a coupon code?

9. Do you accept orders from APO/FPO addresses?

10. Can I purchase a membership from the XPoNential Music Shop?

Shipping, Delivery & Returns

1. How much does shipping and handling cost?

2. Will I be charged applicable tax?

3. What is the standard method of delivery and what do I do if my order is being shipped to a PO Box?

4. Do you offer rush delivery and can my purchase be delivered overnight?

5. When will my order arrive?

6. How do I return my purchase?

7. Can I get a refund for an item I purchased somewhere else?

Managing Your Account

1. Why should I become a registered shopper?

2. How do I change my user name or password?

3. How do I view my order history and order status?

4. What happened to my wish list?

Privacy & Security

1. Is my information private?

2. How do I know your site is secure?

Ordering & Payment

1. How do I place an online order?

Adding items to your cart: Once you've found an item you'd like to purchase, just click on the "Buy" button. The View Cart link at the top of the page will update every time you add or delete an item to your order. When you want to check out, simply select the “Checkout” link from the Shopping Cart page or click on the Shopping Cart icon (in the upper right corner of every page).

Buying items in your cart if you're a registered shopper: Once you've determined what you wish to purchase, you will be asked to log in with your user name and password. You'll automatically go to the last page of Checkout (the Order Summary page) where your billing and shipping addresses will be automatically filled in. If you previously ordered from us and asked for your credit card number to be saved, it will automatically fill in as well. If you would like to use a different credit card number, just make the necessary changes on this page. You must click the "Place Order" button for your order to go through. After you've placed your order, we will send you an e-mail notification that your order has been received.

You can change your billing and shipping information at any time by clicking on the Login link located in the upper right of every page.

Buying items in your cart if you're a guest: Once you've determined what you wish to purchase, you will come to Login page. You can either become a registered shopper and take advantage of special benefits like being able to track your order history and order status, or you can choose to check out as a guest. After you've made your choice, you'll be asked for your billing and shipping address, and credit card information. (You will have an additional opportunity to modify this information and change or cancel your order before it is finally placed.) You must click the "Place Order" button for your order to go through. After you've placed your order, we will send you an e-mail notification that your order has been received.

Saving items in your cart: Items are saved in your shopping cart for the length of your user session only. This means that you can leave our store and then come back to complete your order, but once you've closed your browser for any reason, your user session will have ended and any items in your shopping cart are automatically deleted.

Changing item quantities: To buy multiple quantities of an item you've placed in your Shopping Cart, you can either click on the title in your mini-cart and then change the Quantity field on the item description page or you can click on the Shopping Cart icon and change the item quantity from the View Cart page. If you do the latter, be sure to click the "Update Amounts" button at the bottom of your list of Shopping Cart items to confirm any changes you've made.

Deleting items from your cart: To remove an item from your Shopping Cart, you can either click on the title in your mini-cart and then change the Quantity field to "0" on the item description page or you can click on the Shopping Cart icon and delete the item from the View Cart page.

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2. How do I know it is safe to use my credit card at your store?

Your credit card transaction is safe and secure when you place your order online at our Web site. Because Internet security is so important to WXPN and our customers, our online store operates under the highest security protocol--the Secure Socket Layer Protocol supported by most browsers. Whenever you are in a secure area, such as Checkout or Account Login, you will notice that the URL of the secure page you're on begins with "https" indicating that you are on a secure server.

Of course, if you do not feel comfortable ordering online, our operators at 1-866-922-9976 are ready to take your order by phone.

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3. Which forms of payment do you accept?

We accept Visa, MasterCard, Discover and American Express. We also accept money orders with your mail in order.

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4. How do I order by phone, fax, or mail?

Ordering by phone: To phone in your order, please call 1- 866-922-9976, 7 days a week between the hours of 7am - 3am EST. During the hours of 3am - 7am EST, you may leave an electronic voice message and one of our customer service representatives will call you back later that day.

Ordering by fax: To fax your order, please send us your order with your name, credit card type and number, expiration date, and your signature. The number for fax orders is 1-802-864-9846.

Please be sure to include the specific quantity, item number(s) and title(s) of the item(s) you are ordering, as well as the shipping address where we should send your order.

Ordering by mail: To mail your order, please send a money order (sorry, personal checks are not accepted) payable to WXPN for the total amount of your order plus the shipping and handling fee. If your order is being shipped to NY, CA, PA, or VT, please add applicable tax. The address for mail orders is: XPoNential Music Shop, P.O BOX 2284, South Burlington, VT 05407.

Please be sure to include the specific quantity, item number(s) and title(s) of the item(s) you are ordering, as well as the shipping address where we should send your order.

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5. Can my order be shipped outside North America?

At this point, we can only deliver within the United States.

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6. How do I change or cancel my order once it's been placed?

If you want to change or cancel your order once it's been placed, please e-mail us or call Customer Service at 1-866-922-9976, 7 days a week, 7am-3am EST. Please be sure to have your order number handy. If you contact us by e-mail, please provide your order number and full name in the body of the message.

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7. What do I do if I have a problem with my order?

If you want to change or cancel your order once it's been placed, please e-mail us or call Customer Service at 1-866-922-9976, 7 days a week, 7am-3am EST. Please be sure to have your order number handy. If you contact us by e-mail, please provide your order number and full name in the body of the message.

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8. How do I use a coupon code?

Just shop in our store as usual. Once you've finished adding to your cart all of the items you wish to buy, click on the Checkout link in your Shopping Cart or click on the Shopping Cart icon (in the upper right corner of every page).

You will now be at the first page of Checkout, the View My Cart page. On this page, you will see a field where you can enter your coupon code. Once you've done this, please be sure to click on the "Redeem Coupon" button to the right of this page. The page will refresh and any appropriate discount reflected in your subtotal.

For more information on placing an online order with us, click here.

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10. Do you accept orders from APO/FPO addresses?

Having trouble entering an APO or FPO address on our order form? Following these steps should help:

• When prompted to fill in your Billing and Shipping Information, enter "APO" or "FPO" in the City field.

• Regardless of where the recipient is stationed, select "United States" from the Country drop-down menu.

• In the Zip/Postal Code field, enter the appropriate zip code.

Following all of these steps will ensure that you are charged the correct shipping amount and that your order will be delivered in a timely fashion.

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11. Can I purchase a membership at The XPoNential Music?

No, membership options are not available at the store at this time. To become an XPN Member or to purchase a gift membership for someone else, go to the XPN pledge form or call XPN Member Services at 1.800.565.WXPN (9976).

Shipping, Delivery & Returns

1. How much does shipping and handling cost?

Shipping and handling fees are based on the subtotal of your order. Click here to view shipping and handling fees.

Standard Shipping (7-10 business days)*: Order Amount Shipping Amount $0.00 - $30.00 $5.95 $30.01 - $50.00 $6.95 $50.01 - $70.00 $8.95 $70.01 - $100.00 $10.95 $100.00+ $13.95 Express Shipping (2-3 business days)*: Order Amount Shipping Rate $0.00 - $35.00 $16.50 $35.01 - $55.00 $19.50 $55.01 - $125.00 $22.50 $125.01 - up $26.50 Overnight Shipping (1 business day)*: Order Amount Shipping Rate $0.00 - $35.00 $24.50 $35.01 - $55.00 $27.50 $55.01 - $125.00 $30.50 $125.01 - up $34.50

*Please allow up to 2 business days for in-stock items to be shipped. Only in-stock orders received before 2:00pm Eastern can be guaranteed to arrive next day when Overnight Shipping is requested.

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2. Will I be charged applicable tax?

WXPN collects sales tax, sales tax reimbursement, or use tax, as applicable on orders shipped to the following states: FL, NJ, TX, CA, NY, PA and VT. Don't worry about figuring out the applicable tax you owe when you place your order online or by phone -- we'll add the applicable sales and use tax (if any) for you.

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3. What is the standard method of delivery and what do I do if my order is being shipped to a PO Box?

UPS is our standard delivery service, though we reserve the right to select the best available carrier at the time your order is ready to ship.

PLEASE NOTE: Express and Overnight delivery options are not available for shipments to PO Box addresses at this time.

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4. Do you offer rush delivery and can my purchase be delivered overnight?

Yes. We offer Express (2-3 business days) and Overnight (1 business day) delivery options for in-stock items when your order is placed by 2:00pm ET. Please add an extra day for delivery if you do not place your order by the cut-off time. Shipping and handling fees are based on the subtotal of your order.

PLEASE NOTE: Express and Overnight delivery options are not available for shipments to PO Box addresses at this time.

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5. When will my order arrive?

Total Delivery Time (for U.S. orders only): To figure out when your order will arrive, you need to consider the availability of the items you've ordered and the shipping option you've selected. Items that are in stock will be packed and ready for shipping within 2 business days. Add to that time, the amount of time required by the delivery method you’ve selected. For example, if you order an in-stock item, your item availability time is 24 hours. If you choose standard delivery, your shipping time is 7 to 10 business days, depending on where you live. This means your total delivery time would be 8 to 11 business days after you place your order. To find out more about shipping and handling fees and times based on shipping method, click here.

Your credit card will not be charged until your order actually ships.

Holiday Orders: Following are cutoff dates and times for in-stock orders to be placed in order to ensure delivery before December 25.

Standard Shipping: 11pm on Wednesday, December 13

Express Shipping: 11pm on Sunday, December 17

Overnight Shipping: 11pm on Tuesday, December 19

Partial Shipment: We currently offer partial shipments at no extra cost. For example, if you order two items and one is in-stock but the other will not ship for another two weeks, the in-stock item will ship right away and the other will ship when it becomes in-stock.

Shipping Confirmations: When your order ships, you will receive a shipping confirmation from us by e-mail. If your order is for two items and one ships right away but the other doesn't ship for another two weeks, you will receive two shipping confirmation e-mails containing all available tracking information for your package(s).

We now offer tracking of order history and order status as an Account service for registered shoppers. For more about how to register for free, click here.

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6. How do I return my purchase?

We want you to be thrilled with your purchase! Every item we sell is backed by our 100% money back guarantee. If for any reason you are not completely satisfied with your purchase, you may return the item(s) within 60 days of the date the item was shipped to you for a full refund of the item's purchase price.

WXPN offers an exchange or refund for the full purchase amount (including any applicable sales and use taxes but excluding any shipping and handling fees) if the item is returned within 60 days of the date we ship the item to you. Shipping and handling will only be refunded if the charge is the result of our error. For items labeled as or similar to "all sales final" at the time of purchase, no refund or exchange can be made.

Refunds will be made in the original form of payment only to the original purchaser. Recipients of a gift as designated in the ship-to address of the order may exchange returned items only for other items of equal or lesser value. Refunds cannot be issued to anyone other than the original purchaser.

We can only process refunds and exchanges for items that were purchased directly from the XPoNential Music Shop. Purchases made from a third party merchant, such as a retail store or mail order catalog, must be returned to the merchant and are subject to the merchant's policies. .

To return an item:

For your convenience, your packing slip includes a pre-printed return label and an area for noting the reason for your return. Returns must be accompanied by a copy of this packing slip. This enables us to locate your original order and process your request. Refunds and exchanges are typically processed within 2 weeks of receipt. Unless otherwise noted on the original packing slip, all returns should be sent to:

XPoNential Music Shop
Returns Dept.
687 Marshall Ave.
Williston, VT 05495

If you have a question about returns, please call 1-866-922-9976 for assistance.

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7. Can I get a refund for an item I purchased somewhere else?

We can only process refunds and exchanges for items that were purchased directly from the XPoNential Music Shop. Purchases made from a third party merchant, such as a retail store or mail order catalog, must be returned to the merchant and are subject to the merchant's policies.

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Managing Your Account

1. Why should I become a registered shopper with the XPoNential Music Shop?

As a registered shopper, you'll enjoy exclusive benefits, including express checkout and the ability to track your order history and order status, and special offers and discounts available only to members!

Registration: It's free to register with us and your information is kept private and secure. Only you will be able to access your account.

At registration, you'll be asked to provide us with your billing and shipping information, as well as any special preferences that will help us provide you with an even better shopping experience. You'll also be asked to create a user name, password, and a secret question and answer for us to ask in case you ever forget your password. All of the information you provide us will be saved in your account and can be changed by you at any time by clicking on the Login link located in the upper right corner of every page. You must be logged-in to access your account.

Tracking Order History and Status: Once you've placed an order with us, you'll be able to track the progress of your current order, as well as view past orders, anytime online. This information is updated once every 24 hours. Just click on the Login link located in the upper right corner of every page. You must be logged-in to access your account.

Express Checkout: Once you've registered with us, you'll never have to re-enter your billing or shipping information, or credit card number to check out! It will automatically be filled in for you based on the information you gave when you registered. If at any time you want to change your default billing, shipping, or credit card information, just click on the Login link located in t