11spot customer service will be available between 9:30AM and 5:30PM Eastern time, Monday – Friday (except for national holidays). We will make
every effort to respond to your email or call within 24 hours.
Common Questions
General
What is 11spot?
11spot.com is the direct mail wing of Redeye Distribution, located in beautiful Haw River, North Carolina. We provide
fulfillment for many of the orders generated through the websites of many of our partner artists and labels.
Privacy
Will my personal information be shared with anyone?
No. We won't give your email address or account details to anyone else. You can manage the way you receive emails from us any time by clicking
the Personal Information icon on your My Account page.
Will my credit card be saved on the 11spot Web Shop server?
No. 11spot.com uses advanced encryption methods to keep all of your credit card information secure, but we do not store your credit card
information. Because we do not keep this information on file, a credit card number will be needed for all future purchases even if you already have an account established with 11spot.com .
Orders
How will I be billed?
“Daptone Store” will show up on your credit card statement. 11spot.com accepts Visa, MasterCard and American
Express.
Will I be charged tax on my order?
Tax is only charged for residents of North Carolina, and only on sales of physical items, not on downloads of digital albums or tracks.
How is tax calculated on bundles and specials?
Bundles and specials that contain only digital items are not taxed. When a bundle contains both physical and digital items, the tax is based on
the value of the physical items. You'll always have a chance to review the amount of tax being charged before you complete the checkout process.
Can I add an item to my order?
You can easily add new items to your cart during the shopping process. If you decide to order another item after you have completed the checkout
procedure and receive order confirmation, you'll need to place an additional order.
Where can I find my Card Verification Number (CVV2)?
The Creditcard Validation Value (CVV2) is an anti-fraud security feature to help verify that you are in possession of your credit card. For
Visa/Mastercard, the three-digit CVV number is printed on the signature panel on the back of the card immediately after the card's account number.
Shipping
What are your shipping charges?
Our shipping costs are based on where we're shipping the products and how many physical products are being shipped. Obviously international
orders will be slightly more expensive than domestic orders and the more items you buy, the more it will cost to ship. You'll always have a chance to review shipping charges before you complete
the order process. Below is a summary of our shipping charges:
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Shipping Cost Chart - 11spot.com
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USA
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Canada
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International
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$0.01-$25.00
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$3.50
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$5.00
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$6.95
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$25.01-$50.00
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$6.00
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$7.00
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$9.00
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$50.01-$75.00
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$8.00
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$9.00
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$12.00
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$75.01-$100.00
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$10.00
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$11.00
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$15.00
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$100.01-$150.00
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$12.00
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$13.00
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$18.00
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$150.01+
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$14.00
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$15.00
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$21.00
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What is a pre-order and when will I receive it?
11spot allows fans to reserve copies of new albums in advance of release date by placing a pre-order. Pre-order customers will be charged when
they place their order. We make every effort to ship pre-orders to arrive by the official release date. Because of the potential for shipping delays once the product leaves our warehouse, we
can't guarantee the delivery date.
I only received part of my order. What do I do?
Check your packing slip. If the missing item has a "B" next to it, then the item was on back order at the time your order was shipped. If the
back-ordered item is a new release, it's likely that it was a pre-order (what's a pre-order [link to Q1]) and you will receive the item on or around release date. Check the item page to find out
when it will be released.
If your missing item was not marked as a back order, please contact Customer Service (custserv@11spot.com).
My order contains a back ordered item. Will I have to pay shipping twice?
No. You will be charged the total shipping charge when you place your order. If an item is back-ordered, we will ship it to you as soon as it is
available at no additional cost.
How do you ship your items?
For a wide variety of customer service reasons, we ship our orders through the U.S. Postal Service, First Class Shipping.
How long will it take for my order to arrive?
Most domestic orders will arrive in 7 to 10 days. Often they will arrive faster. Just like any other item in the mail, orders may be delayed by
factors beyond our control. International orders are subject to additional delays experienced when ordering a product from overseas, and may take up to 28 days to arrive. We make every effort to
fulfill and ship orders as quickly as possible. Unfortunately due to the wide variety of factors that can affect a shipment once it leaves our warehouse, we cannot guarantee arrival dates.
If you're order does not arrive in 30 days, please let us know. You have up to 60 days after your order has been sent to request a
re-shipment.
Can I get faster shipping?
We do not currently offer expedited shipping.
Will I have to pay customs duties or other taxes or fees on my order?
International customers please note: Depending on the laws of your country, you may be charged customs duties, additional taxes or other fees
when you purchase a product from us or any online retailer. Check your country's postal and customs regulations to determine any potential charges before you place your order. 11spot.com cannot
be responsible for any charges that may be levied by your government after you have placed your order.
Returns
My order arrived damaged. What do I do?
If you receive a damaged or defective item, please email custserv@11spot.com within 30 days of ship
date to arrange an item exchange. When we receive the damaged item, we will ship you a replacement as soon as possible at no additional charge.
I got the wrong item! How can I exchange it?
If you receive an item other than the item you ordered, please email us at custserv@11spot.com and
include your order number and we will send you instructions for returning the product and getting the product you ordered. You have 30 days from the date your order was sent to report an
incorrect item.
I bought something and it doesn't fit. What do I do?
If you receive a shirt or hat that doesn’t fit, please email custserv@11spot.com . You have 30 days from the date your order was sent to
exchange an item. You will incur no additional shipping costs. As long as the item is unworn, unwashed and in new condition, you may exchange articles of clothing.