If your package has been damaged or tampered with in any way, please report this immediately to the agent or carrier that delivered the package. You must contact Fan Asylum immediately so we can file a claim within the guidelines of the carrier.

Notify Fan Asylum of any misshipments, shortages or defective merchandise within 7 days of receipt of your order. To do this, call your regular hotline number and choose the customer service option. You may also contact us by mail or by email. Please send all e-mail notifications to: returns@fanasylum.com. Please write RETURNS in the subject line of the e-mail.

To take advantage of the return policy, you must return any items within three weeks of receipt of your order. No returns will be accepted after three weeks.

Articles of clothing may be returned for exchange only (not a refund). We will not accept the return of clothing that is contaminated in any way (signs of wear, washing, odors, stains, etc). If clothing is returned and not accepted by us, the customer will be responsible for paying shipping back to them if they wish to keep the items they returned.

Personalized merchandise is strictly non-refundable.

We will not accept the return of any CDs or DVDs unless they are defective. In these cases, defective audio-visual items will be replaced only with the same title.

Fan Asylum is responsible for return shipping costs in the following circumstances ONLY:

• the item is defective


• the item was damaged during shipment


• we sent you a size for an item that was not the size listed on the packing slip

• you must return the item within three weeks


• it must be in new condition


• you must complete the return form enclosed with your order (or download & print the return form PDF)


• you must also enclose a copy of your packing list (please retain the original for your records)


• Include payment for restocking and reshipment fees, if applicable.


• All returns will be subject to approval of Fan Asylum upon receipt.

In any other event, to receive a replacement item, you must include a return shipping fee based on the total cost of items returned for exchange. In addition, if you are returning an item for credit or replacement item that does not meet the above criteria, then you also must include a 15% restocking fee (based on the total cost of items returned for exchange).

Items being returned must be sent postpaid insured or via a traceable shipping method of your choice. We will not reimburse costs if you choose to return items by overnight delivery offered by UPS, FedEx, or DHL. We will not accept responsibility for packages sent to us that are lost.

Please send returns to our street address:
Fan Asylum Dept. Returns
1250 Folsom St.
San Francisco, CA 94103

If we can be of any other service, you may contact us at:
Email: cs@fanasylum.com
Phone: 1-415-575-6644 Mon-Fri, 10:00AM - 5:30PM Pacific Time

RETURNS FAQ

“The Item I got is defective, it was damaged during shipping, I ordered one size but you sent me the wrong one.”

• Package up your return securely.


• Include a photocopy of your original packing list (keep the original).


• Complete the return form telling us what is wrong with this item.*

• Package up your return securely.


• Include a photocopy of your original packing list (keep the original).


• Complete the return form telling us what is wrong with this item.


• Include a check, money order or credit card number for the 15% restocking fee based on the total cost of items returned for exchange.


• If you wish to make an exchange you also must include a return shipping charge based on the total cost of items returned for exchange.

Download Return Form PDF here

Customs & Duties Fees: Prices are subject to change without notice. We ship from the United States with terms defined as "Free on Board (FOB), USA" This means that ANY and ALL fees (except shipping/transit) charges are the responsibility of the recipient. The shipping charges you pay do NOT include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, the shipment may be returned and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees. We have no way of estimating customs fees, taxes, duties, etc. Please contact your local customs office if you need to know more. It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. If you receive the shipment and refuse to pay the custom/s fees, such that we are billed by the carrier on your behalf, we will charge you for these fees directly. Please be familiar with the customs laws in your country before you order!

Fan Club Membership: Fan club membership fees are non-refundable. Only one fan club membership per name. Duplicate memberships will be cancelled. All sales are final. Only one fan club membership per name. Duplicate memberships will be cancelled.

Fan Club Membership Refund Policy: Fan club memberships are non-transferable and non-refundable for any reason.

Fan Club Renewal Policy: It is the responsibility of each member to keep track of their expiration date. Your expiration date is printed on your membership card and you can also view that information by logging into your member profile. It is also the responsibility of the fan club member to keep the information in their profile up-to-date (email address, physical address, etc). Please be aware that members who do not renew within 30 days of their expiration date will lose their fan club seniority. There are no exceptions to this policy.

Travel Package Refund Policy: Travel packages are non-transferrable and non-refundable.

Travel Package Revocation: If you have purchased a Travel Package through any Fan Asylum site, please make sure you read these rules carefully. Because the Travel Packages offer benefits not generally available to the public, because there will be other fans with you on the Travel Package, and because we need to maintain satisfactory relationships with the Artists and venues in order to continue to offer these unique experiences, the purchase of the Travel Packages is subject to certain conditions. These conditions and rules are for everyone's safety, enjoyment, and privacy. Failure to abide by these terms is sufficient grounds for us, at our sole discretion, to revoke your Travel Package, cancel your purchase and refund your money, or to impose lesser restrictions ( i.e. cancelling privileges such as attendance at a “meet & greet”).

If we have to revoke your purchase, we will not be responsible for any loss, cost or damages other than the refund of the sum you have paid us. This means you will not be compensated by us for any other expenses you have incurred with respect to the Travel Package, including but not limited to travel expenses.