Frequently Asked Questions

How do I contact you?

For all order and customer service related questions, please email us at support@ambientinks.com. Current response times will be noted in the ticket confirmation automatically received upon reaching out.  

For all print-related questions, please email us at printing@ambientinks.com 

If you need to reach us by phone, please call 715.737.9074 ext. 2. Please note: Our operating hours are Monday – Friday 9:30am – 5:00pm CT

Processing Times

Orders are processed Monday – Friday (by 5pm CT) and shipped in 1-3 Business Days of order placement. All orders are packed and shipped from Eau Claire, WI by a small team of amazing humans. We will do our best to get your order out as quickly as possible during the busy holiday season, but please note that processing times may be extended an additional 1-2 business days when necessary.

Hours of Operation

Ambient Inks is open Monday – Friday 9am – 5pm. 

We are closed the following days in 2024: 

New Year’s Day: January 1, 2024
Memorial Day: May 27, 2024
Juneteenth: June 19, 2024
Independence Day: July 4, 2024
Labor Day: September 2, 2024
Thanksgiving: November 28-29, 2024
Christmas: December 24-27, 2024

What forms of payment do you accept?

We accept PayPal, Visa, MasterCard, Discover, and American Express. We do not accept cash or checks.

What company will show up on my credit card statement?

“Ambient Inks” will be the company that will show up on your credit card statement.

My Record Skips, Sticks, or Clicks: What do I do?

All records are brand new and unlikely to be damaged right out of the gate but sometimes manufacturing defects do occur. Before assuming you have a defective record, try these tricks–

• Check your turn table’s tonearm to make sure everything is balanced correctly. YouTube can be an excellent resource for this. We recommend looking up your specific turntable model.
• Clean the record with a brush or a soft cloth. Records often attract static when unpacking them for the first time and may just need to be cleaned.
• If you are using a brief-case turntable or a similar entry level turntable you may want to look into upgrading for something slightly sturdier. These turntables often struggle playing 180g pressings as they may be too heavy for the platter. Built in speakers may also have an adverse effect on the sound quality.

If you have tried all of this and your record is still skipping, sticking, or clicking you may have a record with a manufacturing defect. Please email us with a video of the affected areas at support@ambientinks.com

The Sleeve and or Packaging of My Vinyl Arrived Damaged: What can I do?

Small seam splits, bent corners, and other minor cosmetic imperfections are sadly a reality of the delivery process; major damage is not. If you suspect your delivery person was playing frisbee with your package and has caused damage that affects the vinyls ability to play, you may be eligible for a replacement and should email us with a video of the affected areas at support@ambientinks.com

Where can I find a sizing chart?

Sizing Charts can be found on items in the clickable hyperlink under the product description in the brand name of the product.  If one is not found, feel free to contact us and we’ll do our best to provide measurements.

Many clothing products will contain a sizing chart for reference. Please note, neither the manufacturer or Ambient Inks will measure each shirt for 100% accuracy. Sizing may vary.

If you have questions about sizing, please email us at support@ambientinks.com

Signed Items

All signed merchandise is handled by the band or artist directly. Signatures may vary across different products and media. The condition of the signature may also vary and some smudging may occur. In this case, products will still be sold when within an acceptable degree. 

What should I know before I wash my shirt?

Due to the differing nature of each garment, please follow the washing instructions on the tag of your garment. Please note, garment dyed clothing should be washed separately from other clothing items to prevent color bleeding.

Please reach out to support@ambientinks.com if you have further washing questions. We are not responsible for damage due to the washing process and will not process returns based on these issues.  

Where can I find my download code?

With preorder music items, the download link may have been sent in your confirmation email. If the product includes a “download card” a physical card with a download code will be included with your vinyl.

Sometimes the product does not come with a download code. Please be sure to check the product description to be sure it includes a download code.

If the product came with a digital download and you still can’t access your download, please email support@ambientinks.com

When will my order ship?

Our team works Monday through Friday processing orders for shipment, excluding holidays (standard and observed U.S.). You’ll get an email with tracking information when your order is on the way!

Please see our Shipping Policy for more detailed information about processing and transit times.

My address has changed, can I update it?

If the order has not shipped, we are happy to change your address.  Please email support@ambientinks.com with your order number, and updated address.

Any address changes for preorders must be communicated before shipment.  Ambient Inks will not reach out prior to the release date to confirm if your address is still correct. 

Once your order has been shipped and left our facility, we are not able to change any order details.  Please contact the shipping servicer for options.  

If your package is marked ‘returned to sender’ due to an incorrect address, please see our Postal Return Policy for additional details.

When will my preorder ship?

The ship date is listed in the product description of the preorder item(s). You can revisit the product you ordered online to find this date/description.

My order includes an item that is a preorder item, why haven't my other items shipped?

If you order non preorder items with preorder items they will not ship until the specified date on the product description. If you need the non pre-ordered items sooner, please place two separate orders. 

If you placed your order and need your non preorder item to arrive earlier, email our support team support@ambientinks.com so we can cancel your order and you can order the items separately.

What if my items are damaged or defective?

Please email our support team via support@ambientinks.com. Be sure to include your order number and a picture/video of the damage on the product you received.  

Please view our full Damaged Item Policy for more information.. 

I received the incorrect item, What do I do now?

Please email our support team at support@ambientinks.com with a description of what you received and what you should have received, as well as your order number. We will help get this corrected right away.

Are charges for customs fees/duties included with the shipping charges paid on my order?

All international orders are subject to their destination’s import duties and taxes. Payment of all duties and taxes is the sole responsibility of the customer.

For more information please see our Shipping and Handling Policy

What can I do if I believe my international package has been lost or stolen?

We are not responsible for lost or stolen packages. If your package has not arrived during the suggested delivery time, please check with your local customs office. 

For more information please see our Shipping and Handling Policy

What’s your return policy?

Our Return and Exchange Policy can be found here.

What is your exchange policy?

We do not facilitate exchanges unless it was an error made by our team in the fulfillment process. If you believe there is an error with your order, please email support@ambientinks.com and we will mitigate the issue as soon as possible.

Our Return and Exchange Policy can be found here.

My package has been returned to the sender. What should I do?

Please email support@ambientinks.com to notify us about the status of your order.  We will explain the next steps for when the package arrives back to us.

We cannot stop or reroute a package once it has been marked return to sender. Once your order has been shipped and left our facility, we are not able to change any order details.  Please contact the shipping servicer for options.  

International postal return timelines are not guaranteed. These returns can take anywhere from several weeks to several months to arrive at our facility in Eau Claire, Wisconsin, US.  When we receive the package, you will be contacted with reshipment options and fees.

How long does it take to process a return?

Customer-initiated returns are processed within 5 to 10 business days of arriving to our fulfillment facility. 

After the refund has been processed, it can take an additional 5 to 10 days for the transaction to appear in your bank account. If you are experiencing any additional delays, please contact your bank or service provider.

Please view our Return Policy for more information.