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Frequently Asked Questions

Frequently Asked Questions

What type of payments do you accept?

We accept Visa, Mastercard, Discover and American Express. We also accept payments via Pay Pal. Please note that the description of the charge on your card or via PayPal will read “essentialfan.com”.

My order will not process

Sorry for the trouble with placing your order. It sounds like there may be a glitch caused by your browser. As long as the product is available in stock for purchase you should be able to place your order.

Here's a checklist that may help resolve the issue:

  1. Clear the cookies and cache in your Internet browsing history and restart your computer before trying to place your order again.
  2. Make sure you are using your most updated browser option.
  3. It may help if you check out as a "guest".
  4. If you are still having issues, try using a different Internet browser if possible.

What currency do you charge?

EssentialFan.com will charge you in United States dollars ($). You will see the total on your order confirmation page in this currency.

Your bank will convert the order total to your country's currency when the charge hits your bank account.

If you would like to know the total in your country's currency before you place your order, you will need to calculate the conversion before you “submit order” by visiting a site such as this. Essentialfan.com cannot guarantee the accuracy of the exchange rate displayed.

Sizing / Brands

All sizing shown is in inches and are estimates based on averages of all brands!

Width = with article laying flat and measuring across the chest just under the arms

Height = with article laying flat and measuring top of the shoulder to bottom

T-Shirt: (Width x Height)
Youth Medium 16.5 x 21
Youth Large 17.5 x 24
XX-Small (2S) 15 x 23
X-Small 16 x 25
Small 17 x 26
Medium 20 x 28
Large 21 x 29
X-Large 23 x 31
XX-Large 24.5 x 32.5
Girl's T-Shirt:
Small Chest: 30-32 Waist: 25-26 (fits sizes 0-2)
Medium Chest: 32-34 Waist: 27-28 (fits sizes 4-6)
Large Chest: 36-38 Waist: 30-32 (fits sizes 8-10)
Pullover Hoodie: (Width x Height)
Small 22 x 26.5
Medium 23.5 x 27
Large 25 x 28
X-Large 26.5 x 29
XX-Large 27.5 x 30
XXX-Large 28.5 x 31
Zip Up Hoodie: (Width x Height)
Youth-Medium 17 x 21
Youth-Large 18 x 22
Small 22 x 26.5
Medium 23.5 x 27
Large 25 x 29.5
X-Large 28 x 31.5
Girl's Zip Up Hoodie: (Width x Height)
Extra Small 13 x 20
Small 17 x 21
Medium 18 x 22
Large 19 x 24
Crewneck Sweatshirt: (Width x Height)
Small 19.5 x 24
Medium 21.5 x 25
Large 23.5 x 26
X-Large 24.5 x 27
XX-Large 26 x 27.5
Jackets: (Width x Height)
Small 23.5 x 30.5
Medium 25 x 31
Large 27 x 31.5
X-Large 31 x 33
Jersey: (Width x Height)
Small 17 1/4 x 30 1/2
Medium 20 x 31
Large 22 x 32
X-Large 23 1/2 x 32 1/2
2X-Large 25 x 33

*Please note these measurements are not based on custom goods, and the sizes are averages of our various vendors.

**Please also note when ordering an extra small it may be substituted with a youth large. These sizes are comparable.

Brands:

We print on several different brands. It all depends on the band preference, item type, and item style.

Examples of brands we are currently using:

If you would like to know what brand a specific design is printed on or specific sizing information, contact us via support HERE. Please include either Sizing Help or Brand Information, so that we may respond to you as efficiently as possible.  Be sure to also include the item & size you'd like us to check on.

Return + Exchange Policy

Unfortunately, we do not accept exchanges. If you would prefer another item, just return the unwanted merchandise for a refund and place a new order online via our website.

If the product is not washed, worn or damaged (CD’s/DVD’s must be unopened), you can send it back to us for a refund. The merchandise, order number, and a note explaining the return must be included with the return; we will then refund price of the your order excluding any shipping charges.

SEND RETURNS TO:
Essential Artist Services
Attn: Essential Fan Returns
741 Cool Springs Blvd.
Franklin, TN 37067

Returns must be sent back to Essential Artist Services within 45 days of purchase.

PayPal orders must be sent back within 30 days.

Any merchandise returned after this time frame or that are washed, worn, damaged or have an unpleasant odor will be shipped back to you. We will not accept these as returns.

PROMO/COUPON CODES

The promotional or coupon code must be entered at the time of ordering for the discount to apply. This includes all BLACK FRIDAY and CYBER MONDAY discounts. You will find the promo/coupon box inside your shopping cart. It is located underneath the items in your cart labeled as Coupon Code.

Make sure to hit "Save and Continue" after you enter the code! You will see a green bar at the top of the page indicating the promo code was successfully applied to the order.

You will need to enter the promo code at the time of ordering for any discount to apply.

We CAN NOT apply a promo code after an order is placed.

If you are having issues with the promo code applying to your order, clear the cookies and cache in your browsing history and restart your computer before trying to place your order. It may also help if you check out as a "guest".

THE PROMO CODE WILL NOT WORK FOR ALL ITEMS. PROMO CODES DO NOT APPLY TO PRE-ORDER ITEMS! If you have a pre-order item in your cart, the promo code will not work.

If still having issues, try ordering from another computer if possible or wait a few more hours to place your order. We may be experiencing extremely high site volume due to the promotion.

When will my order ship?

If in stock, orders will generally ship out within 24 hours if received by noon Central Standard Time.

During times of high order volume or holidays your order may take as much as 3 days to process.

You will receive an email from us with your UPS or USPS tracking number as soon as your order has processed and has shipped.

For domestic ground/standard shipments we ship via UPS, UPS Sure Post or UPS Mail Innovations based on the weight of your order. These orders take 2-9 business days for delivery within the continental United States. International orders generally take 2 weeks to arrive, but can take a bit longer due to delays in International Customs which are beyond our control.

If you ordered a pre-order only item, your order will be shipped to arrive close to the street release date listed in the product description. We cannot guarantee the arrival date of your pre-order item, but always aim to have it arrive as close to the street release date as possible.

All orders are set to “ship complete”. In other words, if you have more than one item that you have purchased from essentialfan.com or one of our affiliated sites we will not be able to ship the item until ALL products are available to ship.

A tracking number will be sent to you via a shipping confirmation e-mail and/or be shown in your order confirmation e-mail receipt once the product has shipped. Feel free to contact us at any time to check the status of your order.

When will my Pre-order arrive?

Curious about the ship date of a presale?  Wondering if there are any delays on shipment?

If you ordered a pre-order only item, your order will be shipped to arrive close to the street release date listed in the product description or artist website. We cannot guarantee the arrival date of your pre-order item, but always aim to have it arrive as close to the street release date as possible.

Unfortunately there are times when a preorder may be delayed due to manufacturing issues/delays, delay in items arriving, release dates being pushed back and more.  Please understand that these are situations that are unfortunately out of our hands.  We aren't always aware of delays ahead of time, so please bear with us, as we will provide you with all available information as soon as we possibly can.

All pre-orders are set to “ship complete”. In other words, if there is more than one item that you have purchased as part of your pre-order from essentialfan.com or one of our affiliated sites we will not be able to ship the item until ALL products are available to ship.

A tracking number will be sent to you via a shipping confirmation e-mail and/or be shown in your order confirmation e-mail receipt once the pre-order has shipped. Feel free to contact us at any time to check the status of your pre-order.

How much does shipping cost?

To find the shipping costs for your order add the items you want into the shopping cart, enter in your address, and then the postage calculator will calculate your shipping cost before you complete the purchase.

If you are an International customer, you may have to pay duties and/or taxes above and beyond shipping costs at the time of receipt by your local carrier. We cannot cover that cost. You will need to find out from your local government web site whether or not you will have to pay a duty and/or tax to receive your order.

International Orders – Customs Charges (duties & taxes)

We do not cover the cost of any taxes, duties or surcharges imposed by the destination country at the time of receiving the package.

You will need to find information from your local government website as to whether or not you will be charged a fee to receive your order.

Your package may be held until the taxes, duties and/or surcharges are paid. If your order has not arrived after 5 weeks, it is most likely being held at Customs due to an unpaid charge. You will need to locate your local Post Office or Customs Exchange Office.

Where do you ship?

EssentialFan.com ships to most of the world. When filling out your shipping/billing information, you can use the drop down box under "Country" to see if we ship to your country.

 

INTERNATIONAL CUSTOMERS: You may have to pay duties at the time of receiving your order. We will not cover this cost. You will need to find out from your local government web site whether or not you will have to pay a tax to receive your order.

Digital Downloads – file type

All digital music downloads are 256k MP3.

Digital Downloads – other

How will I receive my download?

All available digital downloads are available via a unique-to-you link at the end of your check out process as well as sent via email to the email address on the order upon completion of the purchase.  You will need to open this download on a physical computer and be sure to only click the link once as the link will expire after two tries. Downloads links also expire after 30 days.  Apple products (IPhone, IPad, IPod) and most Android mobile devices do not allow downloads via their native browsers. You MUST use a computer to download your file(s) then sync with your mobile device. If you are having trouble with a download or it has expired before you have gotten to download it, please contact us via support HERE.  Please be sure to include your order number when contacting us!

Pre-order Digital Downloads

With pre-orders, not all downloads are available at the time of purchase.  More often than not the download link is sent via e-mail on the street release date of the album.  Upon completion of the purchase of these items you will receive an email giving you the expected arrival date of the download.  The files will be sent in a new email on this date.  If you have any additional questions on this topic please contact us via support HERE.  Please be sure to include your order number when contacting us!

I made a mistake with my order!

Sorry for the trouble with placing your order!

If there is an extra item on your order, or a problem with your shipping address, or any sort of issue for that matter, it's best to let us know as quickly as possible so we can adjust your order before it has shipped.

Please contact us with the details of your issue and we will address it as promptly as possible.

We'll send you an email confirmation once the issue has been corrected.

If your order has already shipped (you would have received a shipping confirmation email) we may not be able to help you and it can take much longer to fix the issue.

Why can't I select a size?

First of all, sorry for the trouble!

If you are unable to select a specific size of a product, it means we do not currently have it available in stock for purchase.

Depending on the design, it may or may not be restocked.

Contact us with the specific product you are interested in, and we will let you know whether or not it will be restocked.

Should I have received an e-mail confirmation?

Yes, you will receive an e-mail confirmation if ordering from an artist website or via Essentialfan.com.

What do you do with my personal information?

The information that you enter on this form will ONLY be used for the artist that you purchased the product from. You may be added to their e-mail communication list. If you would prefer not to receive any further communication from the artist please opt out upon receipt of the first e-mail you receive from them. We will not share your information with any other entity or artist.

What is EssentialFan.com?

EssentialFan.com is a Fan Focused E-commerce platform. Our passion is to help our clients turn their hobbies, work, and products into careers by providing an easy solution to sell their products to their fans online. EssentialFan.com was born out of Essential Artist Services, a full service merchandise and promotional products company. For more information on Essential Artist Services and/or EssentialFan.com send an e-mail here. For customer service questions related to website orders see “Contact for Additional Questions” below.

Contact for Additional Questions

For questions not addressed in the above FAQ please visit HERE. Or you may e-mail cs@artistservices.com or call 1.800.333.9470 then press “5” for customer service. Please make sure you have your order number when you contact us!