Frequently Asked Questions

General Questions
  • Where is your warehouse located?

    Our fulfillment warehouse is located at 721 Opry Mills Drive, Nashville, TN 37214.

  • Can I cancel my order?

    If you'd like to cancel your order, please contact us via email or phone for quickest response. If your order has already been shipped, it cannot be cancelled.

  • What is a coupon code and where do I get one?

    From time to time, we have the ability to issue coupon codes for customers to receive a reduction on specific items or their entire order. These codes are entered during checkout and applied towards your shopping cart subtotal. Coupon codes must be entered at the time of purchase to receive discount. We encourage you to sign up for our Email Newsletter, where we send out emails each week showcasing our latest collections, events and offers. Sign up to receive these emails on the homepage of one of our stores or talk to a sales associate at your neighborhood store.

  • Nobody has replied to my email yet! What is going on?

    We handle messages in the order they are received. We will respond to your request as quickly as possible. Thank you for your patience!

  • I received an incomplete order. What do I do?

    If you received your order and it is missing items, please contact us immediately. You must notify us of any problems with your order within 14 days of the delivery date.

  • Does Opry Entertainment Group accept International Orders?

    International shipping rates and time frames differ from those of domestic orders. Opry Entertainment Group is not responsible for any taxes or tariffs you may incur by ordering. Shipping and Handling costs ONLY cover our shipping and handling costs to send the item to you and are not refundable.

Ordering
  • I did not receive my order confirmation email or shipping notification email, what should I do?

    Please check your SPAM or JUNK mailboxes just in case they were filed there by mistake.
    If you have any questions or doubts, feel free to contact us.

  • I cannot get my order to go through, help!

    Make sure you have filled out all required fields, including the country to which your order is shipping.
    If you still have problems, try switching web browsers (Google Chrome, Mozilla Firefox, Safari for Mac).
    If you are experiencing issues on our mobile website, try submitting your order on a desktop computer.
    If you're still experiencing issues, please contact us with a description of your problem and we'll look into for you!

Shipping & Handling
  • When will I receive my order?

    We typically ship within 48 hours of your order, excluding weekends and holidays.
    If items in your order were sold on presale or backorder, please reference the estimated ship time as notated on your order receipt.
    All orders shipping to a US destination will typically arrive anywhere from one to three weeks from shipment date. It can take as little as three days for delivery depending on the efficiency of your local postal service and distance from our warehouse.
    International shipping times vary. Typically, international shipments can take anywhere from two to six weeks to arrive from shipment date.
    We do not ship partial orders. Your order will only ship if all items are in stock. If items are out of stock you will be notified by email.

  • How much will shipping cost?
    Shipping costs are calculated in real-time based on items in your cart, their size, and your shipping destination. This allows us to package your items properly to ensure they are not damanged in-transit.
    To check the shipping cost for your order, simply place the items you want in your cart and follow the checkout process until the available shipping options and costs are displayed.
  • Where is my order?
    Orders may take up to 3-5 business days to be processed & shipped. Shipping can then take up to 2-3 weeks for domestic shipments and 2-6 weeks for international shipments.
    All missing domestic packages must be reported within 30 days of purchase. All missing international packages must be reported within 90 days of purchase.
    If the shipping address you provided was incorrect, incomplete, or otherwise undeliverable by the post office, we don't know until the package returns to our warehouse. If you believe this is the case with your order, please contact us.
  • Do I get a tracking number when my order ships?
    All orders should receive a shipment notification email that includes a tracking number.
    If you are having trouble locating this information, please contact us directly. Once an item has shipped, you will receive an email notification and we can provide you with an additional link to the tracking information at your request.
  • How will my package be shipped to me?
    Depending on the weight and destination of a shipment, we may use a combination of different carriers.
    Many packages within the US are shipped via USPS, while international orders ship via FedEx.
  • Do you ship partially-filled orders?
    No, we do not ship partial orders.
    This especially applies to presale or backorder items that you may have ordered. Your order will not be shipped until that item becomes available. Estimated ship dates for presale/backorder items can be found on your order receipt.
    If an item in your order is out of stock, you will be notified by email and will be asked to choose a replacement item of equal or lesser value.
    If we cannot reach you or do not receive a response, your order may be held until all of the items become available.
  • What countries do we ship to?

    We ship to almost all international locations. Below is a full list of the countries we can ship to:

    • United States 
    • Argentina 
    • Australia 
    • Austria 
    • Belarus 
    • Belgium 
    • Brazil 
    • Canada 
    • Chile 
    • China 
    • Colombia 
    • Czech Republic 
    • Denmark 
    • Estonia 
    • Finland 
    • France 
    • Germany 
    • Greece 
    • Greenland 
    • Hong Kong 
    • Hungary 
    • Iceland 
    • India 
    • Ireland 
    • Israel 
    • Italy 
    • Jamaica 
    • Japan 
    • Mexico 
    • New Zealand 
    • Norway 
    • Peru 
    • Philippines 
    • Poland 
    • Portugal 
    • Puerto Rico 
    • Romania 
    • Singapore 
    • Slovakia 
    • South Africa 
    • Spain 
    • Sweden 
    • Switzerland 
    • Taiwan
    • Province of China 
    • The Netherlands 
    • United Kingdom
  • What if I have an order with multiple ship-to addresses? (i.e. Corporate Orders)
    We do not currently support multiple ship-to addresses online. Please call our customer service team for a special order form and they will be happy to assist you.
  • What items require special handling?
    Some items require special handling fees due to special packaging. (i.e. Decorative Guitars) If special handling is required, it will be noted on your order.
Returns & Exchanges
  • What is your exchange / return policy?

    Did we make a mistake? While it's not common, if we sent you the wrong item, size or color we'll be happy to get you the correct item right away. We cannot exchange or accept returned items that show signs of wear, wash, damage, smoke exposure, pet hair, etc. The same thing applies if your merchandise arrives to us damaged for one reason or another during transit to us. Please make sure to contact us right away for returns and exchanges. We need to start the process within 30 days of the date you receive the item. Did you just change your mind? If you've changed your mind and no longer want the item(s) you've purchased, contact us and we'll work with you to exchange or refund your item(s), less your original shipping charges. You just pay for shipping the item(s) back to us..

  • I received the wrong item(s). What do I do?
    If you have received your order and it is wrong due to an error caused by us (ie: You ordered a specific size or color and received a DIFFERENT item), please contact us immediately.
    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).
    Remember, we cannot accept items that show signs of wear, wash, damage, exposure to smoke or pet hair or any similar issues.
  • Do you accept COD (Cash on Delivery) for returns & exchanges?
    No, we do not accept COD packages for returns or exchanges. Please review our returns & exchange policy for the correct procedure.
  • Will I be refunded my shipping costs if I return at item?
    At this time, we do not refund shipping costs.
Payment
  • My order never went through; why was I charged?

    If you attempted to place an order, the order was not successfully placed and you are seeing funds held from your bank, it is most likely a temporary hold. The transaction that you are seeing is a "hold" for the transaction attempt on your account placed by your banking institution. Transactions fail for a number of reasons, such as the information you provided not meeting the security requirements of our system and is subsequently declined by our system. In these rare cases, we automatically void your transaction. The funds are then returned to you after your bank's authorization expires. This process can take up to seven days to reflect on your account, the issuing bank will determine the time period. 

It is not under our control once we decline the transaction. Our payment processing system requires that your billing address matches exactly what is on file as your billing address with your banking institution. If it does not match, your order will not be placed successfully during checkout.

  • What payment methods can I use?
    Payment options vary from time to time. To view available payment methods, please proceed through the checkout process and review which options are made available to you at the time of purchase.
    We currently accept the following credit cards: Visa, MasterCard, American Express, and Discover.
  • When will my payment be taken?
    We take payment when the order ships.
    Your credit card is initially authorized for the order total as soon as you have completed your online order and received an order confirmation number.
    Once your order ships, your credit card will be charged.
  • Why is my credit card being declined?

    Here are some reasons why your card might be denied:

    1. Your credit card company, for whatever reason, has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or issuing bank to see why this is happening. 
    2. The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address on file with your bank matches what the user entered on our web site. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order will get declined.
  • When will my credit from a return appear on my account?

    If you return an item, a credit for the purchase cost will appear on your credit card within 14 days.

Product Information