Customer Service

CONTACT US

Business hours: 9:00 to 5:00 Monday-Friday (PST)

Email: CustomerService@The311store.com

 

ONLINE STORE ACCOUNT

By creating an account with a personal username and password you will have the following benefits:

  • Edit profile information
  • Enjoy a faster, easier checkout
  • Save items in your shopping cart for later visits
  • More personalized shopping experience
  • View Order History

    SHIPPING

    DOMESTIC (USA) orders usually take 3-4 business days from shipment date to be delivered. Just because you receive an email saying your item was shipped does not necessarily mean it will be shipped that day; it just means the order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as fast as possible. Orders usually take 3-5 business days to be processed and shipped. We currently use USPS to process all orders. 

    USPS:

    • First class Mail: 3-5 business days transit (Orders weighing 1lb+ are not eligible for First-class shipping)
    • Priority Mail: 1-3 business days transit(This is not an expedited method of shipping) 

      RETURNS & EXCHANGES 

      If you received an item that does not fit properly or you have decided you no longer want the item, we request that you send the item back to our facility within 30 days of delivery.

      ***ITEMS MUST BE UNWORN & IN NEW CONDITION FOR THE RETURN TO BE PROCESSED

      • WE DO NOT ACCEPT REFUND/EXCHANGES FOR "CLOSEOUT" ITEMS.
      • SALE ITEMS WILL BE GIVEN STORE CREDIT FOR THE SALE PRICE

      Return Address:

      THE 311 STORE

      603 E ALTON AVE

      SUITE G

      SANTA ANA, CA 92705

      PLEASE NOTE: WE DO NOT COVER SHIPPING COST FOR RETURNS/EXCHANGES, ALL SHIPPING COST AND TAXES INCURRED ARE NON REFUNDABLE AND ARE THE CUSTOMER’S RESPONSIBILITY. 

      Returns:

      To make a return please include a note with the following information in your package:

      • Full Name, Email Address, and Phone Number
      • A copy of your packing slip / order confirmation
      • A note explaining the reason for the return

      Once your package is received & inspected you will received a refund for the amount of the product, and a refund confirmation via email.

      Exchanges:

      To make an exchange please include a note with the following information in your package:

      • Full Name, Email Address, and Phone Number
      • A copy of your packing slip / order confirmation
      • A note indicating the returned item is for an exchange

      Once your package is received you will be issued a store credit for the return product amount to repurchase the desired size/item that you prefer. 

       

      STORE CREDITS

      Store credits will be credited to your account and emailed within approximately 5 business days from the date the return is received back to us.

      You may use your store credit at any time. Store credit can be applied towards a purchase over the limit of your account credit balance, additional to your card info. 

      To find your store credit, you will receive an email informing you of the store credit balance issued to your account, after checking out in the store, you will be directed to a payment page where you will see the option to use “internal credit” in your checkout bag.

       

      DAMAGED GOODS

      Defective and/or damaged merchandise due to shipping must be reported within 30 days of purchase or will no longer be accepted.

      Please notify by email and send a photo of the damaged goods with a description of what is wrong. We will gladly replace goods.

      PRE-SALES

      For items that are sold on pre-order status, your account will be charged at the time that your order is placed. If the order cannot be fulfilled within a few weeks of the advertised date, your account will be credited in full. If you choose to cancel your order before it ships, your account will be credited in full. Please contact customer service if the credit has not been received within 15 days of canceling. If you choose to cancel your order after it has been shipped, please follow the return policy and guidelines.

      BUNDLES

      For items that are sold as part of a bundle set, we are unable to accept partial returns of the items in the bundle at this time, except in the case of a damaged or defective product. If you wish to make a return, all of the bundle items must be returned together, in accordance with the return policy outlined above.

      ** Mystery Bundles are Final Sale **

       

      CONCERT & EVENT MERCHANDISE

      At this time we are unable to offer returns or exchanges for concert/event merchandise purchased at an event. Concert/event merchandise purchases are final; however, we care about your satisfaction. You may contact customer service via email with details regarding your purchase for possible alternatives if your product is defective.

       

        FAQ

        Q: What forms of payment do you accept?

        A: We gladly accept Visa, MasterCard & American Express

        Q: What if I accidentally list an incorrect address as my shipping address?

        A: Please email or call customer service immediately with “WRONG SHIPPING ADDRESS” as the subject. In the body of your email, please include your name and your “Order Number” 

        Q: I want to order something, but it’s out of stock! When will you get more products in?

        A: Check back for updated stock (we are constantly updating the store). Items in this store tend to sell out quickly.

        Q: My card was declined but I still was charged.

        A: The charge is a pending transaction and will fall off within 2-3 business days. Your Credit card company or bank will hold these funds for your own safety.

        Q: I have multiple transactions on my bank statement.

        A: Multiple transactions usually show on your card because the credit card was declined because of wrong information entered like address, security codes, etc. If you get a confirmation order from our store via email, you got a successful transaction. All other transactions will fall off your back account in about 3 business days.

        Q: Where do I access my MP3's & Downloadable Products

        A: After you place an order, there will be a download button where you can download your product. You will also receive an email containing the download after the purchase. In this email, there will be a direct link to the download. 

        1. I forgot my password, how do I find it.
        2. Go to the Login Page, click Forgot Password. A temporary password will be emailed to the provided email address. 

        Q: How can I get help on an order?

        A: Email us with your order number and any questions you may have.

        Q: What are garment sizes?

        A: If garment dimensions aren't noted in the individual cart, pleas visit: https://www.the311store.com/pages/size-chart These measurements are approximate, as we use different companies for our stock. All sizes are length x width in inches. Garments are measured across the chest, under the sleeves, with the garment lying flat.