Customer Service FAQ
Customer Service Frequently Asked Questions
Have a question? We have answers. Check out our frequently asked questions below. If you don't find your question here (or an answer that works for you), contact us and we'll be happy to help!
Shipping & Handling
Q: What if I have an order with multiple ship-to addresses? (i.e. Corporate Orders)
A: We do not currently support multiple ship-to addresses online. Please call our customer service team at (615) 316-6541 for a special order form and they will be happy to assist you.
Q: How will my item ship?
A: Shipping information varies depending on your country of residence; online orders within the United States ship USPS, while our international orders ship via FedEx. Carriers may vary depending on rates. Domestic packages usually take 5 – 7 business days to arrive once we process your order. We do not Express or Overnight Ship.
Q: When will my order ship?
A: Your order will ship within 48 hours (excluding weekends and holidays).
Q: How much is my shipping?
A: Shipping costs are calculated in real-time and are dependent on the amount and weight of your order. This allows us to package your items properly to ensure they are not damaged in-transit.
Q: What items require special handling?
A: Some items require special handling fees due to special packaging. (i.e. Deco Guitars) If special handling is required, it will be noted on your order.
Q: How do I return my product?
A: Returns must be completed within 30 days of receipt.
For returns by mail, please contact us at (615) 316-6541; please mail to the following address in new condition:
Attn: Product Returns
721 Opry Mills Drive
Nashville, TN 37214
For returns in person, just bring the packing slip and credit card used when you placed the order to any of our stores.
Q: How do I cancel my order/item?
A: Call us at (615) 316-6541. We ship items as soon as possible: within 48 hours (excluding weekends and holidays). Cancellations will not be honored after an item has shipped.
Q: What is the return policy?
A: Product needs to be returned within 30 days of receiving it. All items need to be unworn with tags attached and receipt/packing slip included. You will be notified once the return has been received and processed.
Q: Will I be refunded my shipping cost if I return an item?
A: We do not refund shipping costs.
Q: How do I check the status of my shipment or tack my order?
A: To check the status of an order, please contact us directly at (615) 316-6541. Once an item has shipped, you will receive an email notification and we can provide you with a link to the USPS tracking at your request.
Q: Can you help me find the right product and size?
A: Not sure how it fits? Want to know why we love it? Or what to wear with it? Let’s chat. We’re here to make sure you are purchasing the correct size. Call us at (615) 316-6541 or at email@example.com. We typically respond in under 48 hours.
Q: Why isn’t there a sizing chart online?
A: We carry a variety of brands at our stores. Because sizing varies by brand, we do not have a standard sizing chart. Check back soon because size charts are coming!
Q: I received the wrong product / My product was damaged or defective.
A: Please contact us at (615) 316-6541 to alert us of a problem with your order. We will ask that you ship the item back to us, with a reasoning for the return as well as information about whether you would like a replacement or refund for the item(s).
Q: How do I receive special promotions and email blasts? (i.e. Free Shipping)
A: Each week we send out emails showcasing our latest artist collections and lifestyle product, as well as events happening in stores and online. Sign up to receive these emails on the homepage of shop.opry.com or talk to a store associate at your neighborhood store. And be sure to follow us on Facebook, Twitter and Instagram to always be the first to know. We love making new friends.
Q: What are my payment options?
A: Credit Cards are the only option accepted for online orders at this time. We accept Visa, MasterCard, American Express, and Discover.
Q: When will my credit card be charged?
A: Your credit card is charged as soon as you have completed your online order and received an order confirmation number.
Q: When will my credit appear on my account?
A: If you return an item, a credit for the purchase cost will appear on your credit card within 14 days.
Q: Who pays duties and taxes on the orders?
A: Orders outside the US may be subject to extra customs duties and taxes, which are the responsibility of the customer. Shipping and handling charges are not refundable.