Frequently Asked Questions about our Ordering Process
When will I receive my order?
Our fulfillment warehouse is open Monday – Friday from 8-5. Once your order has been submitted, it will be processed the following business day. Your order will then be shipped within 3 business days. For example: If you order on a Friday, your order will ship by Wed of the following week. We ship all orders via the U.S. Postal Service with Delivery Confirmation. Once your order has been shipped, you will receive an email notification including a tracking number so that you can view your estimated delivery date.
How will I know you received my order?
When you place your order online, you will receive an email notification from R&S Concert Division.
What if there is a question about my order?
We will email you if there are any questions regarding your order. Make sure you specify size(s), correct ship to address, etc. so that your order will not be delayed. If you have questions you can email AboutMyOrder@richards-southern.com for the fastest response.
Can I phone my order or question in?
We do not offer a phone number for ordering or checking on orders. Our mail order service is operated through mail and online orders. Contacting us by phone will actually be counter-productive to you because the people you need to speak to are not usually at the location you are calling and messages have to be left. Communications are best handled via email.
Can I place an online order without a credit card?
No, orders cannot be placed without a Visa or Mastcard. If you are unable to make payment by credit card, you can mail your order to us with a cashiers check or money order with the Mail Order Form found at the top of the store page.
International and Canada orders
International and Canada orders will be shipped via First Class International Mail or Global Priority Mail depending on size and weight. Orders weighing over 4 lbs may incur additional shipping charges. In this case, you will be contacted before your order ships. Delivery time is 7-10 days, however, packages sometimes get delayed in customs. Unfortunately, we cannot track international and Canada shipments once it reaches customs so please be patient.
I was charge twice for my order!
If you try to submit an order and it is declined for ANY reason it will show as a "Pending" order on your account but WILL NOT go through as payment. Every bank and/or credit card company has a different policy. You need to contact your bank to see when the charges will "fall off" your account. Please do not call us to take the "Pending" charge off your account as we will not be able to do this for you.
What if I need to return my order?
If there is a problem with your order or you need to exchange it for a different size, print a copy of the Merchandise Return Form and return that completed form with the merchandise to :
R & S Concert Division
PO Box 37
Goodlettsville, TN 37070
You are responsible for return shipping charges and we pay for shipping the exchange if applicable. To avoid restocking fees, you must return your order with 45 days from the time you receive your order.
Can I join a Fan Club through the merchandise site?
Fan Clubs are separate from the merchandise site. At this time, we cannot mix fan club applications and/or renewals with merchandise sales.