FAQ

Below you will find a list of frequently asked questions. If you are unable to find an answer to your question, please click here to contact us and we will get back to you as soon as we are able!


What are the different rates for shipping?

Domestic Rates (USA)

Standard Rates (4-7 Business Days) 

  • Beanie: $3.50
  • Tees: $7.00
  • Hats/Hoodies: $10.00 

Priority Rates (1-3 Business Days)

  • Beanie: $7.00
  • Apparel: $12.00

International Rates

Standard Rates (14-21 Business Days)

  • Bracelet(s)/Beanie: $10.00
  • Apparel: $15.00

What is the typical delivery time?

Processing: 1-2 Business Days

Domestic

Standard: 4-7 Business Days
Priority: 1-3 Business Days

International

DHL Global (Default Option): 14-21 Business Days (could take up to 3-4 weeks for certain countries)


Did my order go through? I didn't get a confirmation email.

If you did not receive a confirmation email with an order #, your order did not process in our system. It is common for the charge to show up on your credit/debit card bill as a pending charge, but the tendered amount will automatically be refunded into your account (typical time for this is 1-3 business days, depending on your bank). Please try and place your order again, and contact us at customer service for further assistance.


My debit/credit card isn’t working and my order isn’t going through…help!

If the zip code on the billing address and card information field don’t match, our system will not accept your order. Here are a few solutions that have successfully fixed the problem:
1. Place the order again with the same card
2. Use a PayPal account
3. Use a different credit/debit card
If all fails, we can manually process the order; however, the zip code on your payment information needs to match the zip code that you have on your bank account.


International Taxes/Duties

If you've placed an order outside of the United States, your order may be subject to customs fees. Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.

Ekali Music is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay customs fees.

Also, please be aware that there may be rare occurrences where customs will delay the transit time of some packages.


Why was my order cancelled?

Below are possible reasons as to why your order was cancelled/refunded:

  1. You did not respond to an important email from Ekali Music regarding a time sensitive email.

  2. You may have placed a duplicate order and we automatically refunded it to make sure you were not charged twice.

  3. Your order was flagged as "Highly Fraudulent" and was refunded (in this case, please place an order again and provide us with the following information in the 'Notes' section during checkout):

  • Billing Address
  • Last 4 Digits of Credit Card/Debit Card Used
  • E-mail Address

If you have any questions or concerns please send us an email at support@electricfamily.com


What happens if I don't pay my customs fees?

If you do not accept the package from Ekali Music due to any unforeseen circumstances, you are responsible for the original shipping charges of your order. This amount will be deducted from your merchandise order if a refund is requested.


What is a Non-Sterling Transaction Fee?

If you make a transaction in a foreign currency, you will be charged a non-sterling transaction fee of 2.99% on the transaction amount. If you use your Card to withdraw cash abroad a cash fee of 3% of the withdrawal amount or £3 (whichever is greater) will be payable in addition to the non-sterling transaction fee (definition taken from Google.com).

Ekali Music is not responsible for Non-Sterling Transaction Fees, and it is the customer's responsibility to pay this fee.


Do you have tracking on your shipments?

YES we do!! We offer tracking on all shipments in the United States. International tracking for USPS is only supported for select destinations.


Can I Ship to a Hotel Address?

If you would like to have an order shipped to a hotel, please contact the hotel to make sure that they can receive packages and that you allow enough time for the package to reach the hotel before you check out. Please be aware that Ekali Music is not responsible for packages that are lost or misplaced when shipping to a hotel address -- if the package status says “Delivered” and for whatever reason you were not able to receive it, the package will not be refunded or reshipped.


Lost/Unknown Causes in Shipment

Packages that are either stolen/lost in transit are eligible for reshipment. For your order to quality for this, your tracking must not have a confirmed 'Delivery' status in the tracking link. Also, if your package does not arrive after the estimated delivery time as mentioned in the Shipping Guidelines, please follow these steps to troubleshoot the issue before contacting us:

1. Contact USPS (Domestic) or your Local Postal Service (International) to explain the situation and provide them your tracking number

2. If they are unable to help you, e-mail us at support@Ekalimerch.reamaze.com with a brief explanation of your situation

3. We will follow-up with either a refund or reshipment depending on the customer’s request

Within reasonable requests, we will reship your order for free; unless there are items that are out of stock (which we will refund you for that portion). However, please understand that we can only honor one reshipment (via USPS First-Class) per customer. If the reshipment does not arrive at your address, we will refund your order charge (excluding shipping fees).

For our international customers, DHL Express service is recommended to ensure that your package arrives quickly and safely to your destination.


My order was shipped but I typed my address incorrectly...

Please notify us at Customer Service (support@electricfamily.com) immediately if you have entered your address incorrectly during check out.


All orders that have been shipped to an incorrect address will be the customer's responsibility for paying for the shipping fees associated with the order. Once the package returns to our facility, we will refund the order for the total amount that was spent on the payment (minus shipping fees). If your package has already left our facility, please see if USPS (for US-Customers) can intercept your package before returning the package back to our facility.

You can read more about it here: https://www.usps.com/manage/package-intercept.htm We apologize for the inconvenience, but there isn't a similar service for International Customers.

Ekali Official will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.


My Tracking Says 'Delivered' but I didn't receive my package!

Please do the following before contacting Customer Service:

  • Contact your local Post Office and see if the package has arrived at the facility (please give them your tracking number)
  • Inquire any neighboring units, complex management (for apartments/condos), etc. to see if the package has been misplaced

If the package is not found, Ekali Official will reimburse you for the full amount that was spent on the merchandise in the form of store credit (minus shipping and handling). A tracking link with the "Delivered" message confirms that what we sent out has arrived at the address you provided, but we will cover your cost with store credit in this specific scenario.


Where is my order coming from?

Culver City, California


Can I retroactively add a discount code?

All discount codes must be applied during checkout, and only orders that are unfulfilled will be eligible for retroactive discounts. Discount code must still be active for it to apply, and time-dependent codes will not be honored unless the purchase was made during the promo period. If you would like to apply a different discount, you will need to place a new order, and cancel the previous order by contacting support@electricfamily.com and providing your Order Number.