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General Store Help

KeithRichards.com Help

General Store Help

General KeithRichards.com Store Questions

  1. Do I need a KeithRichards.com membership to use the Store?
    • No, a membership is not required to shop on KeithRichards.com
  2. How do I know that ordering through KeithRichards.com is safe?
    • We provide our customers with the most secure and reliable network services available. When you place a KeithRichards.com order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption so your transaction, including credit card information, is transmitted securely to protect against outside intrusion. We take utmost care by keeping our systems up-to-date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa, MasterCard and Maestro.
  3. How accurate are the product descriptions on KeithRichards.com?
    • KeithRichards.com attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as colors, sizing and dimensions.
  4. How do I know if an item is available?
    • If an item is unavailable, it will be stated on its product page. Also stated will be the approxiate time it takes for your order to be processed, generally two-three business days.

      IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by email.
  5. Why do I see different prices for an item in the Store?
    • This could be happening because your browser or internet service provider (ISP) is caching Store pages, causing older prices to appear. The final price of an item will be confirmed when you place your order and the prices shown in the shopping cart and checkout pages are final.

      Despite our best efforts, a small number of the items in our catalog may have incorrect pricing. If we discover an incorrect price, we will do one of the following:
  6. What is the KeithRichards.com Store return policy?
    • In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.

      When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.

      If the product you receive is remarkably different than what was advertised on KeithRichards.com, or if you received a damaged, defective, or incorrect item, please contact us using one of the methods outlined in the Contact Us section.

Placing Your Order

  1. What browser does the KeithRichards.com Store work best in?
    • While the KeithRichards.com Store is compatible with Safari and Google Chrome, we recommend that you use the latest version of Firefox or Internet Explorer in order to make purchases through our Store.
  2. Can I use the KeithRichards.com Store on my mobile device?
    • Because KeithRichards.com is not 100% mobile compatible, we recommend that you do NOT try to complete your purchase using a mobile device.
  3. What payment methods can I use to order from the KeithRichards.com Store?
    • KeithRichards.com accepts Visa, MasterCard and Maestro credit/debit cards.
  4. What currencies can I shop in at the KeithRichards.com Store?
    • You may select to be charged in Canadian dollars (CAD), Euros (EUR), Pounds Sterling (GBP) or US dollars (USD). To select your desired currency, just click on the approriate flag in the Store.

      If your credit card's issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card's base currency. Please contact your credit card's issuing financial institution with any questions regarding currency conversions.
  5. What countries does the KeithRichards.com Store ship to?
    • We ship to the following countries:

      Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, New Zealand, Poland, Portugal, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, USA , Vatican City
  6. Are there any taxes applied to my order?
    • The following taxes may apply to your order: NOTE: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer. The product page and/or the final order receipt will list the appropriate taxes applied to the ticket(s).
  7. Will customs charges be applied to my order?
    • While KeithRichards.com does not charge any custom duties on international shipments, your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.

      Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.

      Additionally, when ordering from KeithRichards.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

      KeithRichards.com and its partners are not responsible for international taxes or levies charged for your order.
  8. How do I know if my order has gone through?
    • After you have successfully submitted an order in the KeithRichards.com Store, you will end up on a Confirmation page that contains an order number. You will also receive a confirmation email sent to the email address you submitted when placing your order. If you do not receive this email, please check your email program's junk (spam) folder. If it does not appear there, please email store@KeithRichards.com to confirm your order has been processed. KeithRichards.com reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued. In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.
  9. Why is there a limit on certain items in my order?
    • Occasionally, KeithRichards.com may place limits on an order. These restrictions may extend to orders placed from the same Store account, the same credit card and/or orders that use the same billing and/or shipping address.

      In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The KeithRichards.com Store reserves the right to limit sales to dealers.
  10. My order appears to have been cancelled. Why?
    • Occasionally, KeithRichards.com may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same Store account, the same credit card and/or orders that use the same billing and/or shipping address.

      In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. The KeithRichards.com Store reserves the right to prohibit sales to dealers.
  11. How long will it take for my order to be delivered?
    • Exact shipping times depend on the destination and the method of shipment selected. If you ordered multiple items, and the availability of these items differ, KeithRichards.com will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.

      If you have specific questions about the delivery of your order, please email your name and order confirmation number to store@KeithRichards.com for assistance.

Digital Download Purchasing Help

  1. What is a digital download?
    • A digital download is a music or video file that is sold over the internet and delivered directly to the customer's computer. All digital downloads sold on KeithRichards.com are either MP3 or FLAC encoded and are Digital Rights Management (DRM)-free. This allows customers to use their digital downloads on multiple devices and without restriction.
  2. How do I buy a digital download?
    • You purchase a digital download just like you would any other product in the KeithRichards.com Store: Add the digital item you'd like to your cart and then, once you are done shopping, check out as per normal.

      When your order is complete, you can expect two emails in your inbox. The first is your confirmation receipt while the second will include a link to your digital download. For customers using web-based email accounts (Hotmail, Yahoo!, Gmail, etc.) we ask that you please check your junk mail (spam) folder after receiving your order confirmation email, as it is possible that the email containing your digital download link may be misdirected there.
  3. How will and when will I get my digital download?
    • You will receive two emails after you have purchased a digital download from KeithRichards.com. The first will be your order confirmation email while the second will include a link to your digital download. Once you click the link to your digital download, further instructions will appear on your screen.

      To help these emails reach your inbox, add store@KeithRichards.com to your email program's address book.
  4. Will my digital download work in iTunes and/or on my iPod?
    • Yes, it will. MP3 files will work immediately, but FLAC files will need to be converted to work in iTunes. You can find an easy to use FLAC converter here.
  5. What and how many devices can I use my digital download on?
    • KeithRichards.com downloads are free of Digital Rights Management restrictions. Once downloaded, you may play it on as many devices as you have. You are also allowed to download your purchase three times, so if you'd like to have the digital download on other computers simply use the exact same link you used the first time to download your file again.
  6. What is the difference between the downloadable formats?
    • The primary differences are size, quality and ease-of-use. MP3s are the most standard form for audio files and the size of their files dictates the quality. A 128-kbps file is smaller in size than a 256-kbps, but lower in quality due to compression of the file.

      FLAC is a lossless format, meaning it will sound as good as any CD. FLAC files do require a plug-in for them to play on your computer and because of that, aren't as easy to use as an MP3 file.
  7. What is FLAC?
    • FLAC files are a premium audio file format. Unlike MP3 files that are compressed and may not sound quite as good as the original source recording to a critical ear, FLAC is a "lossless" compression that means that the source audio file is compressed without sacrificing any of the audio information contained in the master recording. An extracted FLAC file sounds identical to the original source (44.1 kHz, 16-bit stereo).

      FLAC files are much larger files and will take longer to download. They are also more expensive because they cost more to deliver to you. A FLAC album is typically five or more times the size of an MP3 album , and therefore costs substantially more to deliver over the internet.

      FLAC files may be burned directly to CD on a PC running Nero CD Burning software with the FLAC plug-in, while Mac OS X users must extract FLAC to AIFF files to burn CDs or listen to the files. You may listen to FLAC files with a special plug-in for Winamp on PC. Be sure to check compatibility with your favorite software or portable player prior to purchasing FLAC files. New to downloading? We recommend you start with the MP3 format.

      Please note that there is currently no FLAC software for any Mac OS prior to OS X.
  8. I downloaded my file but now can't find it on my computer. What should I do?
    • Start by using your computer's search fuction to search for "Keith Richards" and specify if you are looking for an audio or a video file. If neccessary, narrow the search by using the item's name.

      If the search function doesn't turn anything up, try clicking on the link again. You can download all of our files up to three times so try downloading it to a specific location, such as your desktop or music folder.

      If you've tried downloading your purchase three times and it still doesn't seem to be saving to your computer, please forward your digital download email to store@KeithRichards.com and mention what type of computer you are trying to save to as well as any other details (for example, error messages) that you think we should know. We will get back to you as soon as possible.
  9. I didn't get the email with my digital download link. What do I do?
    • If you do not receive the email with your digital download link, please check your junk mail (spam) folder. If it's not there, please email us at store@KeithRichards.com and we will help you.
  10. I downloaded my purchase and it doesn't work. What do I do?
    • If you have downloaded your file and it is not working or the quality of your file is not what you expected, please email us at store@KeithRichards.com and we will help you.

Troubleshooting

  1. Is it possible to make changes to my order after I've placed it?
    • If you wish to make changes to your order, please email store@KeithRichards.com ASAP. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.

      Please note that requested order changes will be made at the discretion of KeithRichards.com. During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Because of that, please ensure the accuracy and completeness of your order before submitting it.
  2. Why do I see multiple charges on my credit card?
    • When you make any purchase online, a pre-authorization check is done with your credit card company to ensure that your card is valid and has sufficient funds to complete the transaction. This pre-authorization puts a hold on the funds required for the order you are placing. Once your order has been processed, your card is charged one time only.

      If you experience difficulties ordering, and make several attempts to place your order, on occasion it is possible for a credit card company to pre-authorize your card multiple times, putting multiple holds on your card. Possible reasons for the transaction declining is that the billing address you entered in the ordering process does not match up exactly with the address the credit card company has on file, or there may be a typo in the expiry date or card verification number. To check that you are entering in the correct address, please review a previous credit card statement. Sometimes even one incorrect character can cause this problem.

      The attempts you made for your purchase are pre-authorized, so your funds are currently on hold with your bank - not KeithRichards.com. These holds will clear within three-five business days. It may be possible for us to help you get them cleared faster. Please contact store@KeithRichards.com and we will assist you as best we can.
  3. I didn't receive my order. What happened to it?
    • A shipment may have been returned to us as undelivered due to:

      Incorrect Address
      If the address provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will contact you to refund the amount of the product, excluding the shipping charges, or reship your order.

      Failed Delivery Attempt
      Most carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier's outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (timeframe varies from carrier to carrier and is outlined on the delivery notice).

      Refusal by Recipient
      If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.

      When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to reship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.

      If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please email store@KeithRichards.com
Returns Policy

In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.

When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.

If the product you receive is remarkably different than what was advertised on KeithRichards.com, or if you received a damaged, defective, or incorrect item, please contact us using one of the methods outlined in the Contact Us section.

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Contact Us

If you have questions we are here to help! There are several ways to contact us:

Phone:
+1 (416) 469-9809
in your message, please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number.

Post:
KeithRichards.com
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada

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