Frequently Asked Questions

When will my preorder ship?

This is a preorder, meaning your order is placed before the items are manufactured and ready to ship. We currently expect orders to begin shipping around October 1st, 2026.

Production timelines can occasionally change, but we’ll keep you updated if anything affects the estimated shipping window. You’ll receive a confirmation email when you order and tracking information once your package ships.

When will I receive the vinyl?

The vinyl is expected to ship around October 30th, 2026. Because vinyl manufacturing involves several stages of production, this date is an estimate and may be subject to change.

We’ll share updates throughout the process so you know how everything is progressing.

When will I get my digital downloads?

Customers in the United States should receive their digital downloads by email right away. For customers outside the United States, delivery may take up to one business day due to local tax and customs regulations. If you haven’t received your download within that time, please check your spam or junk folder before contacting us for help.

When will merchandise ship?

The shirts and hats are also being offered as preorder items and will be produced after the presale closes. Merchandise is expected to ship by September 1st 2026.

Will everything in my order ship together?

If your order contains products with different production timelines, it will generally ship once every physical item is ready.

This means that an order containing both vinyl and merchandise may be held until all items are available. This helps us avoid charging you twice for shipping.

If we decide to ship items separately, we’ll clearly communicate that by email.

Digital access to The Vault will be delivered separately and will not be delayed by the physical items in your order.

What is The Vault?

The Vault is a digital collection of exclusive material connected to the album. It includes our original demos in various forms and voice notes from writing process.

You’ll receive instructions for accessing and downloading The Vault at the email address used to place your order.

When will I receive access to The Vault?

Access will be delivered by email immediately after purchase. If you don’t see the email, please check your spam, promotions, and junk folders before contacting us.

How is The Vault delivered?

The Vault is delivered digitally through a private Dropbox folder. You do not need a paid Dropbox subscription to access or download the files.

We recommend downloading the collection and saving a personal backup once you receive access.

Can I share material from The Vault?

The Vault is intended for the personal use of the person who purchased it. Please do not share its private link, upload its contents, resell the files, or publicly redistribute the material.

Your support makes projects like this possible, and we deeply appreciate you helping us keep The Vault special.

Do you ship worldwide?

We do offer international shipping! We know international shipping rates can be expensive and we've done our absolute best to provide the best shipping rates for you. Rates are automatically calculated at checkout.

Will I have to pay customs charges or import taxes?

Import taxes and customs charges are included at checkout price for most locations.

Will international orders include tracking?

We use tracked shipping whenever it is available. Once your order ships, you’ll receive an email containing your tracking information.

Tracking updates can sometimes pause while a package moves between countries or transfers to a local delivery service.

Can I change my shipping address?

If your order has not shipped, contact us at hello@jupiterwinterband.com as soon as possible with:

Your order number

The original shipping address

The complete new shipping address

We cannot guarantee an address change after an order enters fulfillment. Customers are responsible for providing an accurate and complete address.

Can I change or cancel my preorder?

Because preorder quantities are used to plan production, cancellations and order changes are accepted until 24 hours after purchase.

After that point, we may not be able to cancel an order or change its products, sizes, or quantities. Contact hello@jupiterwinterband.com as quickly as possible if you make a mistake.

Can I return or exchange an item?

Because our physical products are produced in limited quantities in small batch through a preorder, all sales are final for change of mind, ordering the wrong item, or selecting the wrong size, except where a return or cancellation right is required by applicable law.

Please review all product information and sizing measurements carefully before ordering. We cannot guarantee that replacement sizes or alternate products will be available.

Customers in the United Kingdom, European Union, and other jurisdictions with mandatory cancellation rights may exercise those rights within the legally required period. Unless the item is defective, damaged, or incorrect, the customer is responsible for return shipping costs. Returned products must be in their original condition and must not show wear beyond what is reasonably necessary to inspect or try them on.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

What if my order arrives damaged or incorrect?

If your order arrives damaged, defective, or incorrect, contact hello@jupiterwinterband.com within 14 days of delivery.

Please include:

• Your order number

• A description of the problem

• Clear photographs of the item

• Photographs of the packaging and shipping label if the package was damaged

We’ll review the situation and help arrange an appropriate replacement or resolution.

What happens if my package is returned to the sender?

If a package is returned because of an incomplete address, an incorrect address, an unclaimed delivery, or unpaid customs charges, additional postage may be required to send it again.

Original shipping fees and customs charges are generally non-refundable.

How do I choose my merchandise size?

Please use the size chart shown on the individual product page. Measurements and fits can vary between garments, so we recommend comparing the chart with a shirt or garment you already own.

Will the product look exactly like the image?

We make every effort to represent each item accurately. Colors may vary slightly depending on your screen, and handmade or screen-printed products may have small natural variations.

Product mockups may also differ slightly from the final manufactured item.

I placed an order but didn’t receive confirmation. What should I do?

First, check your spam, junk, and promotions folders. Also confirm that you entered the correct email address during checkout.

If you still cannot find the confirmation, email hello@jupiterwinterband.com with your full name and approximate order time. Please do not place a duplicate order unless you’re certain the original payment failed.

How can I get help with my order?

Email hello@jupiterwinterband.com and include your order number whenever possible. We aim to respond within two business days.

Thank you for supporting this album and helping bring it into the world.