Refund policy

Please follow the Return / Exchange Instructions below within 10 business days of receiving your shipment.

If you have received damaged, defective, or incorrectly shipped merchandise, we will gladly replace or refund the merchandise without additional charge.

If you are not happy with your purchase, original shipping and handling charges are not refundable and you will be responsible for all costs associated with the return shipment, including a $5.00 restocking fee.

All items must be returned in their original condition with tags attached and must not be washed, worn, or altered in any way. Media must not be opened or removed from its plastic wrap. All refunds or exchanges must be requested within 30 days for domestic orders and 60 days for international orders. The Pentatonix Store is not responsible for any items returned to us via a non-trackable delivery method that are lost in transit.

Return / Exchange Instructions:

Email our Customer Service team at PTXstore@threetenmerch.com with the following information:

  • Order confirmation number
  • Specify if you are requesting a return or exchange
  • First and last name
  • Mailing Address
  • Phone number
  • What you are returning and why

Mail your return to the address below and include all the information above with your return. We highly recommend that the items be returned to us using a mail service that provides tracking or insurance.

Mainfactor Shipping Dept
Attn: Pentatonix Store
12500 E. Nine Mile Rd
Warren, MI 48089

Once your return has been received, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.

Items That Cannot Be Returned or Exchanged:

The items listed below cannot be refunded, returned, or exchanged. All sales of these items are final except only in the case of a manufacturer's defect, backorder, unshipped pre-order, or undeliverable package.

  • Any apparel item deemed by the Pentatonix Store to show obvious signs of use.
  • Any item that is not in its original condition for reasons not due to an error on the part of the Pentatonix Store.
  • Any physical media (CDs, DVDs, Vinyls, etc) that has been opened (removed from its plastic wrap)
  • Underwear or Bathing Suits
  • Music or Book Pre-Orders
  • Any autographed, collectible items
  • Any downloadable media
  • Bundles
  • Anything listed as Limited Edition
  • Sale or Clearance items
  • Print on demand items

The Pentatonix Store will not re-ship any order or refund any customer whose order is not received due to an incorrect shipping address provided by the customer.

Canceling or changing an order

If you need to cancel or change your order, please contact us at PTXstore@threetenmerch.com or within 30 minutes of your order being placed. Please write in with your order # and we will do our best to help you out. After that, we cannot guarantee that we will be able to honor the change.

Our chat business hours are 9:00am - 5:00pm (PST) Monday - Friday.

Please allow up to 48 hours for a response when sending an inquiry via email. Please note, sending multiple e-mail inquiries will cause delays in our response time.