FAQ

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us at shop@donut.media. Someone on our team will reach out to you shortly.

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 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.

 

If I purchased a bundle am I able to remove an item or items from it for a refund?

No. If you order a bundle and later decide that you do not want everything included in it, you must cancel the full order for the bundle and purchase the items you do want individually. 

 

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 requires 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

 

I ordered an item listed as “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

 

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

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.

 

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!

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.

 

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.

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

 

How do I begin the process of returning my order for a refund or an 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.

 

Am I able to return an item received in a bundle for a refund?

No. If you wish you return an item received within a bundle for a refund, you must return the full bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that item. 

 

 

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 10 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. 

Limited Edition Items

Can I exchange my limited edition item?
Due to the limited edition nature of these items, we cannot accept exchanges of limited edition item sales. 

My limited edition order shipped, but didn’t arrive due to a shipping error. How can I get my item? 
If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 business days, we reserve the right to refund your order.

Donut Media Rewards Program 

How do I sign up?

Glad ya asked. First thing’s first, you sign up here and BOOM you just earned yourself 200 points for free!

I created an account but haven't received my sign-up bonus yet. When will I receive my bonus?

The sign-up bonus can take a few minutes to be added to your account. If you still don't see your bonus within 24 hours, please reach out to our customer service team at shop@donut.media.

What are the different rewards tiers?

We have two different tiers in motion: Powa and Mo Powa.

Powa is free to join (200 points at sign-up!) and you earn 4 points per $1 spent.

To achieve Mo Powa status, you must spend $150 within one calendar year on the Donut Shop to join. Once there, you’ll earn 5 points per $1 spent. Cha-Ching!

How long do I have to upgrade tiers?

Your rewards tier is based on your spending in the last calendar year. As soon as you spend $150 you will be upgraded to the Mo Powa tier. Tier status is achieved for the current year through the end of the following year. Just be sure you stay at that spending level each year if you'd like to stay in the Mo Powa tier!

How do I earn points?

Each purchase off the Donut Shop earns you points, as long as you are signed into your store account when placing your order.

Every buck spent earns 4-5 points, depending on whether you’re in our Powa or Mo Powa rewards tier. Just a heads up: points earned are based on your subtotal minus any points you’ve spent as discount codes.

What do the points get me?

For every 100 points earned, you receive a $1 off a purchase. As you rack up more points, discount gets bigger and bigger.

How are my points tracked?

Your points are tracked and added with each purchase you make. To ensure that they're being tracked to your account, you must be signed in on the Donut store when placing an order.

How can I see how many points I have earned?

To see how many points you’ve earned, you must be signed into your account on the Donut Media store. If you’re on a desktop, your total number of earned points will be viewable the top right of the store page. If you’re on your mobile device, click the gift icon on the bottom right corner to see your points total.

Are there ways to earn bonuses?

You know it! There are two ways you can snag up bonuses. First, we celebrate your birthday with a bonus: depending on your rewards tier, you’ll receive 250-300 points.

Another way to earn is by referring your buddies. They’ll receive $10 off their order of $50 or more and you’ll receive $10 off your next purchase once they complete their purchase of $50 or more.

Do points expire?

Yeah. Points expire 6 months after they were earned; however, your expiry date for all your points is pushed back each time you earn more with your rewards account. But don’t worry, we’ll send you a reminder before they’re gone for good.

How do I send a friend my referral link?

Once you’re logged into your rewards account on the Donut store, click on the GIFT icon and scroll down to “REFER YOUR FRIENDS”. Here, you can choose to send a friend your referral link by copying it and sending it, or by sharing via Facebook, Twitter, or email.

My friend sent me their referral link, how do I use it?

Click on the referral link sent to you, it will bring you to the Donut store. From there, a window will pop-up, prompting you to enter your email to create a new account. Once complete, click “CLAIM YOUR GIFT” and you will be brought to a new window with the referral coupon.

To redeem the discount on your order of $50 or more, you can click “APPLY CODE” to have it automatically applied to your cart at check out, or copy and paste into the discount code field at check-out.

My friend used my referral link, how do I claim my reward?

Once your friend redeems their reward using your referral link, you will receive an email from rewards@customer-mail.smile.io with your coupon code. You can either click the “USE REWARD” button to have it automatically apply to your cart at check out, or copy and paste into the discount code field at check-out.

Another way to claim your reward would be to log-in to your rewards account on the Donut store. From there, click the GIFT icon and head to “YOUR REWARDS” to use the coupon code.

Where do I go to redeem my reward?

First, you must be signed into your account on the Donut store. Then, open the home page of Donut.Media, click on the GIFT icon in the bottom right corner, then Click "WAYS TO REDEEM”.

From here, click on Redeem (next to “Rewards Points 100 Points = $1”) and use the slider to determine the number of points you’d like to redeem.

Once completed, click Redeem and a discount code will appear. Use this discount code at checkout on your next purchase.

My points were applied but I didn't finish my checkout. Can I get them back?

Absolutely! Reach out to our customer service team by clicking HERE or emailing us at SHOP@DONUT.MEDIA. Typically, customer service requests are responded to within 1-2 business days of submission.

Can I combine rewards program discounts with other discount codes?

No, only one discount code can be redeemed at a time at checkout.