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Terms & Conditions

Shipping

  • We only use US Postal Service / UPS Ground to ship out orders within the United States of America including Hawaii, Alaska, and Puerto Rico.
  • International shipments are currently only handled by DHL, however we are looking at additional mailing options in the future.
  • If you input the incorrect delivery address or absence at the time of delivery; we are not responsible if the item is returned back to us.
  • If your package is returned to us, we will charge the original shipping fee again to send it back to you.
  • If your package is lost in transit, we are not liable for the loss when the package has left our hands. This also includes STOLEN PACKAGES

Returns/Exchanges

  • ALL SALES ON PRODUCTS ARE FINAL AFTER 24 HOURS. NO RETURNS OR EXCHANGES ALLOWED. 
  • All pre-order sales are final.
  • In the case of fraudulent charges/orders that have not yet shipped, please contact us.
  • Orders made in error or that you would like to cancel due to change of heart must be made within 24 hours of the order being placed. This does not apply to pre-order products.

Product Defects

  • If there is a manufacturer recall of products you've purchased, please email us at hello@musidom.com for help
  • Since all products/albums are sealed in plastic wrap, we are unaware of any internal defects/damages
  • Please remember to film an unboxing video, check the product condition upon delivery. Any claims for product defects will not be accepted if it's been more than 7 business days since delivery!

Unboxing Process

Prior to sending out each package, all items are inspected to ensure there are no external damages. Unfortunately, as products are pre-sealed, there is no way for us to inspect any possible internal issues. Missing/Duplicate photocards, polaroid pictures, bookmarks, etc. are considered manufacturer's defects as we do not package these products ourselves.

We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return and/or refund.

Although we are not liable for defects from the manufacturer, we will file a claim to our manufacturers on behalf of the customer for cases where item(s) are missing. Please note that the filing and the resolution of a case could take between 2-4 weeks and that filing a case does not guarantee a replacement for the item.

In order for us to determine the validity of these claims, we ask all customers to please record themselves opening the entire package from start to finish. Please be sure to include the following in the unedited footage:

  • Showing both sides of the box
  • Tape on package being cut open
  • Show Musidom packing slip and shipping label on packaging to indicate package is from Musidom
  • Item(s) being removed, plastic seal(s) being opened
  • Thorough inspection of the item(s) (album, DVD, season's greetings, etc.) in its entirety

This entire process should be a filmed in one take and the footage should not be edited. If there is any ambiguity in the footage (edited, unclear, rushing, etc.), a claim will not be filed/accepted and we will not be able to assist you further.

Once it is found that an item was missing during this process, please email us at hello@musidom.com with your order number and video file and we will assist you accordingly.

**Please note that some albums, usually older albums or Japanese releases, may not include a photocard as it was only included in first press releases or due to the fact that the photocard is no longer printed for that respective album.

Order Confirmation

Order confirmation emails are automatically sent to the email address used to purchase your order. 

Your confirmation email will include:

  • Order Summary
  • Shipping + Billing Address
  • Shipping Method

If you have not received your order confirmation email within a few minutes of successfully purchasing your order, please check the junk/spam folders in your inbox and double check that your email address is entered correctly in your account. If the confirmation email is still not showing up in your inbox and/or you may have entered your email address incorrectly, please send an email to hello@musidom.com.

Claim Eligibility

7-DAY RULE:

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue. We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return/exchange/refund.

To be eligible for a return or exchange, your item(s) must be in the same condition as received, and in the original packaging. You will also need the receipt or proof of purchase.

To file a claim, please send an email to hello@musidom.com

*Please, note that if you file a claim after the 7-day period concludes, your claim may no longer be accepted.

 

Damages

Plastic covering and some outer boxes on albums/products are considered packaging that protect internal items, damage to those parts will not be considered defective.

For any artist photocards, defects on the back of the item, excluding the portrait, will also not be considered as damage.

Any defects outside/on the artists' portrait that can only be identified through light reflection will not be considered as damage.

Small dents/damages and slight bending and scratches that may occur during the shipping process are not considered defective, and therefore, they are not eligible for a claim. 

Keep in mind that you have 7 days from your delivery date to submit a request.

*If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected.

 

Missing/Incorrect Items 

If an item is missing or incorrect, please email hello@musidom.com with your unboxing video and order number in the subject line so that a representative of our customer service team can further assist you with your order. 

Keep in mind that you have 7 days from your delivery date to submit a request.

*If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected.

  

Returns/Exchanges

 

If your return is accepted for an exchange or replacement, we will send you a return shipping label, as well as, instructions on how and where to send your package. Also, you will incur the shipping fee to send out the item back to your address.

 

*If a pre-paid return shipping label from Musidom was provided for the return, the package must be postmarked within 2 weeks of receiving the shipping label(s).

 

If you are returning items for a refund, refunds will be for the item only and will be initiated until we receive the return to inspect that it arrives in good condition. You can then expect the amount to show up in your form of payment within 3 to 10 business days. Please, let us know if your original payment method is no longer available/active.

 

Items sent back without first requesting a return will NOT be accepted. We will notify you once we have received and inspected your return on whether your return was approved or not.

RETURNS ARE NOT ACCEPTED ON CERTAIN ITEMS.

Certain items cannot be returned, like perishable goods (e.g. food, flowers, or plants), custom products (e.g. special orders or personalized items), and personal care goods (e.g. beauty/self-care products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. 

Final Sale