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Legal

Refund & Shipping Policy

Last updated: October 9, 2026

Thanks for supporting independent music. Every order from the Fort Never store is packed and handled by us in Austin, Texas, so we pay close attention to getting it right. This Refund & Shipping Policy explains how long orders take, where we ship, what to do if something goes wrong, and how returns and refunds work for merch, music, and services. It forms part of our Terms & Conditions.

1. Order processing times

  • Physical items (such as the Fort Never logo tee and the Home CD) are usually packed and shipped within 3 to 5 business days of your order. Business days are Monday to Friday, excluding U.S. federal holidays.
  • During busy periods, such as holiday sales or new releases, or when we are away playing shows, processing may take up to 10 business days. We will post a notice on the store or email you if we expect a longer delay.
  • Digital downloads are delivered instantly. After payment, you will see a download link on the order confirmation page and receive it by email. Download links may expire after a set time or number of downloads, so save your files once you have them.
  • Services (booking deposits, production and mixing sessions, sync licenses) are confirmed by email, usually within 2 business days, with next steps and scheduling details.

You will receive a shipping confirmation email with tracking information (where available) once your parcel leaves us.

2. Shipping within the United States

We ship to all 50 states, U.S. territories, and APO/FPO/DPO military addresses, usually with USPS. Shipping costs are calculated at checkout based on weight and destination, and you will see the total before you pay.

Once shipped, most domestic orders arrive within about 2 to 8 business days. Military and territory addresses can take longer. These are carrier estimates, not guarantees, and delays outside our control (weather, carrier backlogs, holidays) can happen.

3. International shipping

We ship to many countries worldwide. Available destinations and shipping rates are shown at checkout. If your country is not listed, email us and we will check whether we can send your order.

International orders typically arrive within about 7 to 21 business days after shipping, though some destinations take longer, especially when parcels are held in customs. Tracking detail varies by country, and some parcels can only be tracked until they leave the United States.

Customs, duties, and taxes

International orders may be subject to import duties, customs fees, value-added tax (VAT), goods and services tax (GST), or other charges set by the destination country. These charges are not included in our prices or shipping fees, and they are the customer’s responsibility. They are usually collected by the carrier or customs office before or at delivery. We cannot predict the amount, so please check with your local customs office if you are unsure.

We must declare the true value and contents of every parcel on customs forms, and we cannot mark orders as gifts or declare a lower value. If you refuse a parcel or do not pay charges and it is returned to us, we will refund the cost of the items minus the original shipping cost and any return shipping or fees charged to us.

4. Address accuracy

Please double-check your shipping address at checkout. If you spot a mistake, email us right away at [email protected]. We can update the address if the order has not shipped yet. If a parcel is returned to us because of an incomplete or incorrect address, we will contact you and can re-ship it once you pay the new shipping cost.

5. Lost, delayed, or damaged parcels

  • Marked delivered but not received: please check around your property, with neighbors, building managers, or mailrooms, and wait 2 business days, since parcels are sometimes marked delivered early. If it still has not appeared, email us and we will help you open an inquiry with the carrier.
  • Stuck in transit: if tracking has not updated for 10 business days (domestic) or 20 business days (international), contact us. We will open a claim or trace with the carrier.
  • Lost parcels: if the carrier confirms a parcel is lost, or it has not arrived within 30 days (domestic) or 60 days (international) of shipping, we will send a replacement at no cost or issue a full refund, depending on stock and your preference.
  • Damaged or wrong items: if your order arrives damaged, defective, or is not what you ordered, email us within 14 days of delivery with your order number and a photo of the item and packaging. We will send a replacement or refund, including shipping, and you will not need to pay to return it.

Once a parcel is delivered to the address you provided, we are not able to replace it if it is later stolen, but we will always help where we can.

6. Returns on merchandise

If you are not happy with a merch item, you can return it within 30 days of delivery, as long as it meets these conditions:

  • Clothing (such as the logo tee) must be unworn, unwashed, and free of odors, pet hair, or stains, ideally with any tags still attached.
  • CDs and other physical music must be unopened and still in the original shrink-wrap, unless the item is defective.
  • Items must be returned in the original packaging where possible and packed so they will not be damaged on the way back.

Exchanges. Need a different size? We are happy to exchange a tee for another size while stock lasts. Start a return as described in section 10 and tell us the size you want. If the size you need is sold out, we will refund you instead.

Return shipping. Unless the item is damaged, defective, or we sent the wrong thing, you are responsible for the cost of return shipping. We recommend using a trackable service, because we cannot refund a return that does not reach us. Original shipping charges are not refundable unless the return is due to our error.

7. How refunds are issued

Once your return arrives, we will inspect it and email you to confirm whether it is approved, usually within 5 business days. Approved refunds are issued to your original payment method. Your bank or payment provider may take another 5 to 10 business days to show the refund on your statement. If an item comes back worn, washed, or damaged, we may refuse the return or issue a partial refund, and we will explain why.

Customers in the EU and UK

If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel an order for physical goods within 14 days of receiving them without giving a reason. Our 30-day window is longer and applies in addition to that right. For digital downloads, this right ends once you agree to start downloading and confirm that you lose the right to cancel. These rights are in addition to your statutory rights for faulty goods, which this policy does not limit.

8. Digital downloads

Because digital files cannot be “returned,” digital downloads are non-refundable once the files have been downloaded. If you bought a download by mistake and have not downloaded it yet, email us within 14 days and we will refund it.

Defective files. If a file is corrupted, incomplete, will not play, or is not the release you ordered, let us know. We will send a working replacement or a new download link. If we cannot fix the problem, we will give you a full refund.

Please check that your device and software support the file format listed on the product page before buying. Format incompatibility is not considered a defect, but we will happily help you find a way to play the files.

9. Service deposits and fees

Deposits hold time on our calendar, so other work may be turned down for your date. The full rules are in section 8 of our Terms & Conditions. In summary:

  • Live performance deposits are non-refundable. If you cancel at least 30 days before the event, we will apply your deposit to one rescheduled date within 12 months, subject to availability. Cancellations with less than 30 days’ notice forfeit the deposit.
  • Production and mixing sessions can be cancelled or rescheduled once at no charge with at least 48 hours’ notice. With less notice, or if you do not show up, the deposit is forfeited. Refunds exclude any payment processing fees we cannot recover.
  • Sync licenses are non-refundable once the license has been issued, because rights are granted immediately. If you paid but no license has been issued yet, you may cancel for a full refund.
  • If we cancel a confirmed booking for reasons within our control, you may choose a new date or a full refund of everything paid for that booking.
  • Events beyond anyone’s control (severe weather, illness, venue closure, and similar) are handled under the force majeure terms in our Terms & Conditions. We will always try to reschedule first.

10. How to start a return or request a refund

  1. Email [email protected] with the subject line “Return – Order #[your order number]”.
  2. Tell us which items you want to return or exchange, the reason, and (for exchanges) the size you would like. For damaged or defective items, attach a photo.
  3. We will reply, usually within 2 business days, with return instructions and the address to send your items to. Please do not send items back without contacting us first, because returns that arrive without notice can be delayed or lost.
  4. Pack the items securely, include a note with your order number, and send them using a trackable service.
  5. We will email you when your return arrives and when the refund or exchange has been processed.

11. Before filing a payment dispute

If something goes wrong, please email us first. We are a small project and can usually sort out problems faster than a bank dispute can. Filing a chargeback while we are working on your request may delay the solution.

12. Contact

Questions about an order, shipping, or a return? Email [email protected] and include your order number. Fort Never, Austin, Texas, USA.