MUTE BANK HELP

Mute Bank is Mute's online mail order shop selling all available albums, singles, DVDs, videos, and merchandise.

Q My order was shipped 2 weeks ago and I still have not gotten it. What is the Lost in Mail Policy?

A Mute North America has a one month policy on items which appear to be lost in the mail for domestic orders. International orders have a one and one-half month policy before being re-shipped. If you have not received your order after this period of time after the shipping date, you can contact mutehelp@insound.com and we will work on getting you another order shipped a.s.a.p. The reason for this period of time is because Priority Mail has no guarantee on the exact time it will take for the order to be received and they offer no tracking numbers. Sometimes orders take longer than 1 week but are usually received within 1 month.

*For orders with any special shipping options (overnight, 2-day air), contact us immediately.

[top]

Q When are orders shipped?

A Any online order will be processed and shipped within 5 business days. Phone and fax orders will be shipped in the order they were received after our customer service representative has entered the order into the system.

[top]

Q How can I pay for my orders?

A We accept Visa, Mastercard, American Express, Discover, Diners Club AND money orders!
In addition to regular internet orders, Mute North America will accept orders received by phone (212.777.8056 ext. 2) or fax (212.777.8059).

[top]

Q I emailed Customer Service, but haven't heard back. What should I do?

A Sit tight. We only have one Customer Service guru, and while he's very good at his job, there's only so much one man can do in a day. All questions are answered in the order they are received. (Please note that Mute North America and Customer Service are closed on the weekends and holidays, but we'll answer your questions as soon as we get back to the office.)

[top]

Q How do I check my order status?

A Mute North America will send you order confirmation emails which will explain when the order was received, when it was shipped, etc. If you have order status questions that need immediate assistance you may call us at 212.777.8056 x2 or send an email to mutehelp@insound.com. Please have your confirmation number handy for all inquiries.

[top]

Returns

Mute North America accepts returns for damaged merchandise and offers store credit in all other cases. Please contact customer service within 30 days... Simply call our customer service representative at 212.777.8056 x2 who will provide you with a return authorization number. When the return is authorized, you must include this number, along with your return address and the item which you wish to return. The full cost of purchase for the actual product will be credited to your credit card. Mute North America will provide a credit for shipping charges only for orders which shipped incorrectly or damaged. Shipping costs for all other returns are not refundable...sorry. Open product and special orders are non-refundable. Additionally, return shipments cannot be sent COD.

1. Contact Mute North America Customer Service to obtain a Return Authorization number. You can call Customer Service at 212.777.8056 x2 any weekday from 9AM to 6PM.
2. When you call Customer Service, please have the following information available in order to facilitate the process:
   • Order confirmation number
   • Your name
   • Your email address
   • Your phone number
   • Product name
   • Reason for return
3. Re-pack the product and send it back.
   • Fill out the return label on the back of your invoice and include the Return Authorization Number (RA#).
   • Enclose the item(s) with the original invoice in a secure package.
   • Place the return label on the package and ship it to the address given to you by Customer Service.

[top]

Secure orders

Because we know how important security is for our customers, Mute North America has taken great measures to ensure the security and confidentiality of ordering information such as credit card numbers, addresses and personal data. Mute North America uses SSL (Secure Sockets Layer) technology for encrypting data transmitted over the internet. SSL was created by Netscape and is supported by most internet browsers, including Netscape Navigator and Internet Explorer. If you see a blue line at the top of your window and a symbol (usually in the lower portion of your screen) that looks like a lock and key, then you are protected by SSL protocol. Other browsers use similar, but not necessarily identical, indicators. Mute North America is also registered with a site identification authority (VeriSign) which enables your browser to confirm Mute North America's identity before transmissions are sent. VeriSign technology provides the strongest security available today (it is used by the military for securing information and data transmissions).

[top]