My order has shipped but not arrived, where is it?
It is our experience that most packages arrive at their destination within the times stated in the information below. If your order has not arrived and has been shipped using Hong Kong Post ease do not contact us until a minimum of 10 days have passed. We will then be able to assist you.
By Hong Kong Post within the HK
We can usually expect items sent by Hong Kong Post within the HK to arrive within 2 to 5 days from shipment. However, if after 10 days from the shipping date the parcel has not arrived, please contact us with confirmation of your shipping address.
If the details provided are all correct, we will be able to take action on your behalf.
In order to get the missing items to you, a replacement order will be created, and a new order number will be generated. As this order has been manually placed on our system, you will not be able to track its progress via your account on the web site. However, if you wish for an update at any point, please email our Customer Service department via the web site.
By Air Mail
We expect Airmail deliveries to reach most destinations within 6 to 10 days. However, if after 21 days the parcel has not arrived, please contact us with confirmation of your shipping address.
If the details provided are all correct, we can declare the item lost and issue a replacement order to you.
We expect FedEX deliveries to reach most destinations within 6 days. All parcels require a signature on receipt, so if no one is present to take delivery, the courier will leave a calling card with their contact details. If you have not received your order within 8 working days of despatch, please 'Contact Us', and we will trace the package for you.
How can I return incorrect or faulty items?
Please should use the following address, and any postage costs can be refunded to the payment card. Be sure to detail these costs in your note.
Flat C, 15/F IS Tower
2 Kennedy Road
I have received a damaged item
If the damage is limited to standard cases, please visit the "Terms and Conditions" page, email us with details of the damaged cases and we can send replacements out to you. If the damage affects the product itself, the libretto or any non-standard packaging, please follow the instructions for faulty items.
I have been informed that my item is out of stock, and on order with the suppliers. When can I expect to receive the item?
If an item is out of stock at the time you place your order, we will request the goods from our suppliers. Most items from major suppliers should be received at our warehouse within 3 to 10 days. We keep in close contact with our suppliers and place orders with most of them on a daily basis.
If your order status is 'Special Order' then you can rest assured that the utmost is being done to acquire your item, though delays may occur if the item is out of stock with the suppliers. We are unable to provide you with an exact date that the ordered item will reach us.
You will not be charged until the item comes into stock and is ready to be shipped.
Import titles that are not in stock at the time of your order must be ordered from overseas suppliers. These are usually received within 14 days, but waiting times may stretch to a few weeks.
How does 2007super8.ecrater.com use my information?
The primary goal in collecting personal information is to provide you with personalized services and interactive communications, which allows you to check order status. Your personal information also allows us to email you newsletters customized to your individual music and entertainment tastes.
Need to change your address or e-mail
You can change any information about you very easily by going to Your Account (at the top of every page). From there you can edit your account information including your billing and shipping addresses, your e-mail address and password as well as your saved credit card information, telephone number and more...
Password Problems / I'm having trouble signing in?
We ask for your password when trying to check out as a registered user or to view any personal information. This is the password you entered when you created your 2007super8.com account. Some customers get this error message "The password and e-mail address you entered did not match any accounts we have on file". If you are certain that you have an account with us, chances are you're just not using the right password. Or you may have forgotten it.
If you've forgotten your password, just click on the link I don't remember my password. We'll ask you some questions to verify who you are: (first name, last name and ZIP code) - make sure you type them exactly as when you created your account. Was it "Bob" or "Robert"? Was the ZIP code for home or work? Was it the 5 digit ZIP code or the ZIP+4? We'll create a new password and e-mail it to you (but make sure you change it back to something you'll remember).