FAQ

PRODUCT INFORMATION

Are these shirts genuine? 
Yes, we are the official merchandise supplier for all of the productions represented on our website.

What are the actual sizes for your shirts? 
We use a variety of shirts from different manufactures, so the fit of each shirt will vary by style.  Ladies tees in particular are wildly variable depending on the cut of the shirt.  If you have questions about a specific shirt, please email us at help@creativegoods.nyc and we’d be happy to give you details.  Sizing for a common unisex tee is below. 

Unisex Sizing:

Size

Chest

Body Length

 XS  

35

27

 S  

38

28

 M  

41

29

 L  

44

30

 XL  

48

31

 2XL  

52

32

 3XL  

56

33

 

Pullover and Zip Up Hoodie Sizing:

Size

Chest

Body Length

 XS  

36

25 12

 S  

39

26 38

 M  

43

27 12

 L  

47

25 58

 XL  

51

29 34

 2XL  

55

30 78

RETURNS

What is your return policy?

ALL SALES ARE FINAL. Creative Goods Merchandise does not offer refunds.
 
If you ship product back requesting a refund, the refund will not be issued and you will forfeit the merchandise. 
 
Exchanges can only be processed for customers shipping within the U.S. International product exchanges are not available.

 

EXCHANGES

Can I exchange a shirt for a different size? 

We will process an exchange for size only (excluding custom printed products). We will not process exchanges for a different shirt style or merchandise item. Size exchanges will only be processed for shirts that are unwashed/unworn and purchased within the past 30 days. Please follow the size exchange procedure outlined below. A pre-paid return envelope is required. If an exchange request is submitted without a pre-paid return envelope, the merchandise maybe be forfeited at a customer loss.
All sales are final on the custom printed products We can not exchange custom printed products for a different size.

To exchange an unwashed/unworn shirt for a different size, please send the shirt to the address below. Include a self addressed, pre-paid postage envelope for us to send you the new shirt in. We are not responsible for lost or stolen packages, so we suggest purchasing tracking numbers and insurance for both shipments. Also enclose a note stating which size you would like to exchange for.

CREATIVE GOODS MERCHANDISE
ATTN: EXCHANGES
111 VENTURE DRIVE
DOVER, NH 03820

We are unable to guarantee exchange availability, as there is a possibility that a style/size may not be available for an exchange. If this happens, we will contact you regarding options on merchandise substitutions. Please allow 2-4 weeks for processing and delivery.  All questions regarding our exchange policy should be emailed to help@creativegoods.nyc . 

I received a damaged item, how do I exchange it? 
If you receive a damaged merchandise item, please send detailed images of the damage to help@creativegoods.nyc .  Also include a brief description of the damage, where/when you purchased the item (at the theater, on our website, from a retail store, etc.), and your shipping address. This email must be sent within 14 days or purchase. We will review this information and reply regarding how we plan to resolve the issue. If we determine a replacement is needed, it will be an even exchange for the same exact item. Creative Goods Merchandise reserves the right to make all final decisions regarding exchanges, including not replacing a damaged merchandise item. 

I received the incorrect item or size in my order, how do I exchange it? 
Send an email to help@creativegoods.nyc , outlining the situation. Also include a photo of the incorrect merchandise and the packing list that was included with your shipment. 

If Creative Goods Merchandise is responsible for a fulfillment error, we will ship you the correct item along with a pre-paid return label to ship us back the incorrect merchandise.

If you ordered an incorrect item or size, please see the return and exchange policy outlined above. 

Can I stop by the theater or warehouse or office to process an exchange?

We are unable to process exchanges in person. All exchanges must be conducted by following the procedure outlined above. 

 

SHIPPING METHODS

Please note that all shipping times are based upon when the order leaves our warehouse.  There will be 3-5 business days processing in our warehouse before the order ships and these transit times take effect.

U.S Shipping Options:
United States Postal Service:

  •             First Class Mail – 2-7 days after ship date
  •             Priority Mail – 2-3 days after ship date
  •             Priority Mail Express – 1-2 days after ship date

FedEx: (Not available to all locations; restrictions may apply; additional transit time to AK & HI)

  •             Standard Overnight – 1 business day after ship date 
  •             2 Day – 2 business days after ship date
  •             Express Saver – 3 days after ship date
  •             Ground – 1 to 5 business days after ship date  (Commercial addresses only)
  •             Home Delivery – 2 to 6 business days after ship date (Residential addresses only)
  •             Smart Post – 2 to 8 business days after ship date (Additional shipping time to PO Box & Military Boxes: 5 to 12 days)

*Select orders may require additional processing time; Transit times are only estimates; Orders shipped Priority Mail, Ground, Home Delivery, or Smart Post, delivery may be 2 to 4 weeks after placing your order.

*Regardless of shipment method, once your package is in transit, delivery may be delayed due to inclement weather and other issues outside of our control that may occur along the shipment route. We are not responsible for delivery delays after your order has shipped from our warehouse.

International Shipping Options:
United States Postal Service:

            International First Class – international transit times are variable

            International Priority – international transit times are variable

Please note that, in addition to the shipping charge, customers shipping to locations outside the U.S. are responsible for paying all costs associated with importing the order, including all duties, taxes, and/or fees. The listed shipping cost only covers the actual shipment costs.

Your international order may contain items that are prohibited embargo restrictions. Check with your local customs office regarding your current importation laws prior to placing your order. We are not responsible for merchandise that is confiscated by the importation authorities

All sales are final. No returns or exchanges. No refunds, including orders for which you are unable or unwilling to the pay the duties & taxes required by your government. We are not responsible for international orders once they have been shipped.

 

SHIPPING QUESTIONS 

What is the processing time for an order prior to shipping?

All orders shipping to a U.S. address require 3-5 business days processing prior to shipping.

Orders that include custom printed products may require 3 additional days processing prior to shipping. 

International orders will require additional processing time.

What are your shipping rates? 
Our shipping & handling rates are calculated at the current USPS & FedEx retail pricing based on the delivery address and products ordered. We do not directly control our shipping/handling rates and therefore can not make adjustments.

How can I track my package? 
Once your product ships, you will receive a shipping confirmation email that will include your tracking information. Please allow 24 hours for the tracking number to be activated within the shipping service system.

Depending on the processing time for your order, it may take up to 5 days after placing your order before you receive a shipping confirmation email. There may be additional delays for select orders and international shipments.

Will FedEx deliver to a P.O. Box?
P.O. Box orders will ship via FedEx SmartPost. Please allow additional transit times for delivery.

When do I need to order my items in order to receive them for Christmas?

We are unable to guarantee delivery by Christmas, however, if the order is placed prior to December 10th, delivery by December 24th is possible depending on products ordered, shipping method requested and delivery address within the continental U.S. 

I didn’t receive my order because the delivery address is incorrect. 
Orders that are delivered to an address that was incorrectly input by a customer during check out will not be replaced or refunded. It is the customer’s responsibility to double check that their shipping address has been entered correctly. 

Orders that are returned to Creative Goods Merchandise as undeliverable due to an incorrect address supplied by the customer will be refunded within 2 weeks, less the shipping/handling costs, unless other arrangements for reshipping have been made. 

Orders that are delivered to an incorrect address or returned to Creative Goods due to an error on our part, will be reshipped. 

The tracking number indicates that my order was delivered, but I didn’t receive my package. 

Creative Goods Merchandise will provide tracking information to show that delivery has been completed. Creative Goods is not responsible for packages after they have been delivered. We cannot replace or refund orders that have gone missing after the tracking information shows they have been delivered.

We suggest checking with neighbors to see if they picked up the package.  

You may contact the shipping service (USPS/FedEx) to see if they can provide additional information regarding your shipment. 

 

ORDERING & BILLING QUESTIONS

Can I order over the phone? 
No. All orders are required to be processed via our website.

May I stop by a theater to make a merchandise purchase without seeing a performance?

No. The theater will not permit you to enter the building without a ticket to the performance to purchase merchandise. 

When I receive my order confirmation does this mean I have been billed?

Yes.

How do I pay using PAYPAL?
On the shopping cart page, click on the PayPal Check Out button located right under your total amount.

Please Note: items that include downloads & are not eligible for payment through Paypal

Can I use my pre-paid or gift card to pay for my order? 
We do not recommend the use of gift cards or pre-paid cards on our web site.

What if I have a large order?
Any order over $200 may be subject to an additional credit card authorization process.  This additional step is to protect you from fraudulent use of your card.

What if my credit card declines?
In the event that your credit card declines your order will not be accepted.  Please try again using a different form of payment (another credit card, or PayPal).

 

GENERAL QUESTIONS

How will I know if there is a problem with my order?
We will email you with problems after the order has been processed. This can generally take up to 5 business days after the order is placed. Please ensure that you enter the correct email address when placing your order so that we can reach you if needed.

My country is not listed when I checkout, how can I place an order? 
If you live in the countries listed below you may encounter issues during the ordering process related to international security restrictions. Please email your order request to help@creativegoods.nyc and we will reply with instructions.

Argentina, Bahrain, Bosnia, Brazil, Bulgaria, Croatia, Czech Republic, Cyprus, Egypt, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Malaysia, Morocco, Oman, Saudi Arabia, Singapore, Syria, Turkey, United Arab Emites, Vietnam, Yugoslavia, Yemen, Venezuela.

If I order an item online, is it guaranteed in stock? 

No, there are rare occasions that an item posted on the website as “in-stock” actually has no inventory available. To check the stock of an item prior to placing an order, send an email to help@creativegoods.nyc. 

If my item is out of stock will I need to re order or will it be shipped to me automatically?
If an item that was ordered is out of stock, your order will be canceled and you will be asked to re-order the item when it becomes available again. We ask that you check the website regularly for availability updates. 

Are the items on your web site official merchandise? 
Creative Goods Merchandise is the official merchandise supplier for all of the productions represented on our website. All our products were approved by the production team of each show. 

How are credit card orders billed? 
All credit card billing will appear on your statement as “Creative Goods Merchandise”.

Do the shirts displayed match the actual shirt? 
Some colors on your computer screen may not exactly match the actual print on the shirt.

Are all products on your website available at the theater? Are all products at the theater available on your website?
Select items are sold only on our website and/or only at the theater. Not all merchandise will be available both at the theater and on the website.

Can you send me autographed items?
Creative Goods only handles the merchandise operations and therefore we do not have access to autographs. The only way to receive autographs is to wait outside the theater stage door following a performance.

Are you able to pass along fan mail?
We cannot pass along any fan mail. Any fan mail sent to us, including emails will be discarded.

Can I buy a gift certificate to either use at the theater or on your website? 
Creative Goods Merchandise does not currently offer gift certificates. 

 

PRE-ORDERS

The estimated ship date on pre-orders is subject to change pending any production delays from the production or manufacturing company. The pre-order product posting will reflect the most current ship date information, so please periodically check the product posting for updated information.

Since the merchandise has a future release date, all pre-orders will remain “processing” until the physical merchandise has shipped. Unless contacted by Creative Goods Merchandise to say there is a problem with your order, a “processing” status is an indicator that your order has been received and funds successfully secured to reserve you the merchandise for the release date.

I placed an order for several items, one being the pre-order merchandise? When will my order ship?
Orders that contain a preorder item will not ship until all the items are available. If you order a pre-order item along with an item that is currently available for shipping, then we will wait until the pre-order item is available to ship the entire order. If you would like to receive your other items before the pre-order item is available, please place a separate order.
International orders that contain a pre-order item will not be broken up.
We always try to have a pre-order shipped out by the release date. However, occasionally we may be waiting for a manufacturer or supplier to send us items for the pre-order. In this scenario, trust that Creative Goods Merchandise is doing all it can to obtain the items required to fulfill your order as quickly and efficiently as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact our customer service - help@creativegoods.nyc

 

GIFT CARDS

How do I use my Creative Goods Merchandise e-gift card?
The e-gift card is accepted on the Creative Goods website and all subsidiary websites just like a credit card. The amount of every purchase you make will automatically be deducted from the value on the e-gift card. If the purchase value exceeds the available funds, you will be asked to provide an additional form of payment.

Can I use my e-gift card at a theatrical venue in New York or around the world?
No. The Creative Goods Merchandise e-gift card is only accepted online and cannot be used to make purchases at theaters in New York and around the world.

How can I check the balance of my e-gift card?
After logging into your Creative Goods account, simply click the GIFT CARD link in the left hand menu. There you can view your balance, see usage history, and redeem new gift card codes.

Does my e-gift card have an expiration date?
No. Creative Goods Merchandise e-gift cards do not expire.

Can I get a physical copy of my e-gift card?
No. At this time, we only offer electronic gift cards

Can I return my gift card?
No. All gift card sales are final. No portion of a gift card can be refunded.

EMPLOYMENT

Is Creative Goods hiring?

We are constantly on the search for motivated and qualified individuals to join our team. Please send resumes and other job related correspondence to employment@creativegoodsnyc.com.