FAQs

COVID 19 SHIPPING UPDATES

Due to Covid-19’s impact on production, shipping, logistics, and other related infrastructure, service guarantees for all shipments have been suspended regardless of the dates listed on any particular product or in the shipping sections below.

LIVSTREAM FAQS

Please visit our LIVESTREAM FAQ page for answers to all of your questions anbout the IN WAVES and DEADMEN AND DRAGONS livestreams.

TECHNICAL QUESTIONS

I CAN’T REMEMBER MY USERNAME/PASSWORD:

In the event that you forget your password, you can request a new password by clicking the “Forgot Password” link at the bottom of the login form.

Can’t remember the email address associated with your account? Email support@triviumhangar.com for help.

WHAT DO I DO IF I’M HAVING TROUBLE RECEIVING EMAIL UPDATES?

If you aren’t receiving emails from triviumhangar.com’s team, please check your spam folders, and add noreply@triviumhangar.com and support@triviumhangar.com to your address book and as an allowed address to any spam filters you may have.

Still having issues? Email us at support@triviumhangar.com.

MEMBERSHIP QUESTIONS

HOW DO I JOIN TRIVIUMHANGAR.COM?

To learn more about joining triviumhangar.com, please visit the homepage.

WHAT ARE THE BENEFITS TO BEING A MEMBER?

HOW DO I CANCEL MY SUBSCRIPTION?

If you would like to cancel your free membership and have your information removed from triviumhangar.com, please contact us at support@triviumhangar.com.

WHO CAN I CONTACT WITH OTHER QUESTIONS?

For any other questions related to your subscription you can contact support@triviumhangar.com.

STORE QUESTIONS

GENERAL QUESTIONS

CAN I CHANGE MY ORDER?

Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed.

If you haven’t yet received a shipping confirmation, we may be able to process an address change or cancellation. Please reach out to us at the email listed above, select the appropriate category, and we’ll make every effort to accommodate your request!

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

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 the email listed above.

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 the email listed above 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 IS THE SALES TAX ON MY ORDER?

Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.

HOW DO DISCOUNTS AND SPECIAL OFFERS WORK?

And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, 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 require equal forfeiture of offer or amount equal to offer. Universal Music Group has the right to end or modify any promotion at any time at its sole discretion. other restrictions may apply. Offers only apply to the United States unless otherwise noted.

PRE-ORDERS

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I ORDERED AN ITEM LISTED AS A “PRE-ORDER.” WHEN WILL IT ARRIVE?

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted.

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

ANYTHING ELSE I SHOULD KNOW ABOUT PRE-ORDERS?

Yes! If you do place a pre-order from our store, please note the following:

Payment is charged immediately at checkout.
If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will ship when the pre-order item becomes available.
Pre-order timelines vary based on product. Please refer to the product description for estimates on when the item you’re ordering is intended to ship.
The date listed on the product page is an estimation based on details from the merchandise provider and can vary depending upon demand.
- Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we don’t have the information readily available yet

SHIPPING

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WHEN WILL MY ORDER SHIP?

Due to the increased COVID19 precautions customers may experience delays in order processing and shipping. Shipping notifications will be emailed directly to the email address associated with your purchase. Thank you for your patience during this time.

In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

Please email info@rockawaymerch.com for all merch customer support inquiries.

WHEN WILL I GET TRACKING INFORMATION?

You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE, ONCE IT SHIPS?

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We unfortunately can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.

Please email info@rockawaymerch.com for all merch customer support inquiries.

MY ITEM WAS SHIPPED, BUT STILL HASN’T SHOWN UP. IS IT LOST IN THE MAIL?

You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

For orders shipping within the US: if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

For orders shipping outside of the US: if you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

MY TRACKING SAYS MY ORDER WAS DELIVERED BUT I HAVEN’T GOTTEN IT YET. WHERE IS IT?

Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help! Please email info@rockawaymerch.com for all merch customer support inquiries.

MY ORDER IS SHIPPING TO A COUNTRY OUTSIDE OF THE UNITED STATES. WILL I HAVE TO PAY CUSTOMS/IMPORT FEES TO RECEIVE MY ORDER?

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

RETURNS & EXCHANGES

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HOW DO I BEGIN THE PROCESS OF RETURNING MY ORDER FOR A REFUND OR EXCHANGE?

Please contact our team by emailing us at the email listed above before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.

HOW LONG AFTER MY ORDER CAN I SUBMIT A RETURN OR EXCHANGE REQUEST?

Returns or exchange requests must be made within 60 days of the date you receive your order. Please note that limited edition items are not eligible for exchanges.

WILL YOU ACCEPT RETURNS OF PRODUCT IN ANY CONDITION?

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.

WHO PAYS FOR MY RETURN?

You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”).

HOW LONG WILL IT TAKE FOR ME TO GET A REFUND ON MY RETURNED ITEM?

Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 5 business days.

DAMAGED, INCORRECT, OR INCOMPLETE ORDERS

WHAT DO I DO IF MY ORDER ARRIVED DAMAGED, INCORRECT OR INCOMPLETE?

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible!

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

WHAT IF THE ITEM I ORDERED ARRIVES AND IT DOESN’T LOOK LIKE THE PHOTO ON THE STORE?

Often times 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.

Feel free to reach out to our team 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 DOWNLOADS

HOW DO I ACCESS MY DIGITAL ALBUMS?

To access your files (when available) 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.

I LIVE OUTSIDE THE US. WHY CAN’T I BUY OR ACCESS DIGITAL DOWNLOADS?

Unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.

CAN I GET A REFUND ON MY DIGITAL MUSIC PURCHASE?

Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music.

If you have trouble accessing the music, please reach out to us at the email listed above and we’ll make sure you can access your music ASAP.

TRIVIUM HANGAR FORUM AND COMMUNITY GUIDELINES

MODERATOR RIGHTS AND RESPONSIBILITIES:

The head of all moderation and represents the Trivium Hangar in correspondence to the fans as well as manages the website. The Head Moderator has the right to suspend or ban any member at any time or for any reason in accordance with these rules and at their sole discretion.

The moderators of this message board reserve the right to remove any content posted by members at any time or for any reason in accordance with these rules and at their sole discretion. They also reserve the right to handle all moderation issues privately.

All correspondence with moderators should include your username, email address and detailed explanation of the problem encountered.

To contact the Head Moderator/Site Manager email support@triviumhangar.com.

COMMUNITY STANDARDS/RULES OF TRIVIUM HANGAR’S FORUM

This site has members of all ages and all are expected to conduct themselves in a mature and responsible manner. Members are to respect the opinions of others and refrain from attacking another person for expressing their opinions. Name-calling, personal attacks and harassment of any kind will not be tolerated. As previously stated, moderators of this message board reserve the right to remove any content posted by members, or to suspend or ban any member at anytime or for any reason in accordance with these rules and at their sole discretion.

If you feel you, or any other member, has been attacked or harassed, please contact the moderator immediately.

DISCIPLINARY ACTION

The following list includes, but is not limited to, actions that will result in the banning of a member. There is no room for argument in defining and interpreting these terms. The moderator and management will make the final determinations in their sole discretion. Banned members are NOT entitled to explanations from moderators or management regarding their expulsion. Under no circumstances is a member entitled to a warning before they are banned.

Flaming, which includes, but is not limited to, use of racial, religious or ethnic slurs, sexually discriminative or homophobic language, swearing, and derogatory labeling.
Posting of pornographic or otherwise inappropriate, offensive or obscene images.
Posting of triviumhangar.com exclusive content, including media, news, links, etc.
Posting of stolen music or any unauthorized content.
Use of another member’s photo, or any modified version thereof, without the member’s consent.
Anyone’s private information, member or not.
Spamming the board as a whole or by individual forum.
Threats at any level, but most severely, threat or encouragement of physical harm.
Hacking, including, but not limited to, hacking into or disabling other member or moderator accounts.
Impersonation of a band, staff, or management member in any form.
Re-sale of ticket pre-sale codes or transferring of memberships.

DURATION OF DISCIPLINARY ACTION

The length of a ban will be determined at the sole discretion of the moderator and management. The level of severity and degree of disruption caused by the offense will be considered. If a banned member returns to the board with a new account, that account will also be banned. Other members posting for banned members will be subject to disciplinary action.

RULES FOR POSTING

You are cautioned not to post your own personal information in the interest of safety. You should not post your address, telephone number, or anything that might put you at risk. Monomyth Inc. is not responsible for monitoring this information, nor liable for any consequences that may result from the exchange of this information.

Monomyth Inc. does not police copyright violations. If any member is reported to have violated copyrighted material, Monomyth Inc. are not liable for any damages resulting from such violation. Additionally, the violating member is subject to ban as a result of posting copyrighted material.

Please ensure that your thread title properly describes your post. The moderator does not have time to read every thread and may move something based on the thread title.

If you would like to start a new thread, please first take the time to see if there is already a thread started for that topic. Duplicate threads will be deleted and the original will remain.

Please make every attempt to post in the correct forum. The moderator may move threads not posted in the proper area.

Do not use another member’s name in your thread title unless it is a positive post or otherwise approved by the member.

Internet etiquette states that UPPER CASE letters are shouting. Unless it is something urgent, please use lower case letters when adding new discussions.

If you start a thread and then regret your decision, within 3 days, you may ask to have the thread deleted. If the deletion of the thread will not adversely affect another member, the moderator will delete the thread provided the request is not unreasonable.

Please post in English only. The moderator for this board can only moderate in English and will delete any posts that are in any language other than English.

Always provide the proper link when posting articles so that credit is given to the proper source.

Please refrain from spreading rumors, particularly about the artist and band. If you did not receive the information you are posting from a credible source, please do not post it. The moderator reserves the right to delete any posts they believe to contain false information.

In short:

Don’t attack people and don’t respond to attacks – report them to the moderator and move on
Keep your posts on topic and constructive
Take responsibility for the quality of the conversations you take part in
Treat people the way you want to be treated
When you have an issue, explain it thoroughly and completely to the moderator
Hate speech of any kind will not be tolerated
Promote positivity and encourage your fellow members
Respect others and their opinions in this community

RULE CHANGES

Management of this board reserves the right to amend and/or implement new rules at any time. New rules may be posted periodically. It is every member’s responsibility to read, understand and comply with all posted rules. Your continued access to or use of the message boards after any such change to these rules shall constitute your consent to such change.