Shipping policy

Last updated: July 1, 2026


This Shipping Policy applies to physical products purchased from East Rock Entertainment LLC, doing business as East Rock Entertainment ("East Rock," "we," "us," or "our"), through eastrockent.com, shopeastrock.com, or another checkout that links to this policy. It explains order processing, shipping, and delivery.


Digital downloads, subscriptions, consultations, and other services are delivered electronically and are not shipped. They may be governed by separate product, cancellation, refund, or service terms.


1. Shipping Summary

  • Available shipping methods, charges, and current delivery estimates are displayed at checkout.
  • In-stock CDs and other stocked products generally require 2–5 business days for processing before shipment.
  • Print-on-demand products generally require 2–7 business days for production before shipment.
  • Transit time begins after an order is produced, packed, and transferred to the carrier.
  • Orders containing different product types may arrive in separate packages.
  • Orders cannot ordinarily be canceled after placement. Legally required cancellation and delayed-shipment rights still apply.

These are typical estimates, not guarantees. A product page, preorder notice, checkout estimate, order confirmation, or delay notice may provide a different order-specific timeframe.


2. Shipping Destinations

We ship to addresses and destinations made available at checkout. Available countries, territories, carriers, and methods may vary by product, fulfillment location, destination, sanctions restrictions, carrier coverage, and local law.


Some products cannot be delivered to P.O. boxes, APO/FPO addresses, package-forwarding services, hotels, temporary addresses, or certain remote locations. If checkout accepts an address but the selected carrier cannot complete delivery, we may contact you for an alternative address or cancel and refund the affected unshipped item.


3. Processing and Fulfillment Times

Processing time is the time needed to verify, produce, personalize, prepare, and pack an order before it is handed to a carrier. It is separate from shipping transit time.


  • In-stock CDs and physical media: generally 2–5 business days before shipment.
  • Print-on-demand apparel and merchandise: generally 2–7 business days before shipment because each item is produced after ordering.
  • Personalized or customized products: timing depends on production requirements and any proof or approval process shown on the product page.
  • Preorders: the estimated release or shipping period shown on the product page applies. An advertised release date is not necessarily the date a package will arrive.
  • Bulk, wholesale, or custom-service orders: the timeline in the applicable quote or order form applies.

Business days exclude Saturdays, Sundays, and U.S. federal holidays. Processing may take longer during launches, holidays, high-volume periods, supply shortages, quality-control reviews, address or payment verification, rights reviews, or events outside our reasonable control.


Submitting a shipping label request or tracking number does not always mean the carrier has possession of the package. Tracking may take several business days to begin updating after fulfillment.


4. Preorders and Backorders

Preorder and backorder products are charged as disclosed at checkout and ship when available. Dates are estimates based on the information available when the order is placed and may change because of manufacturing, artist, rights, supply-chain, carrier, or release-schedule changes.


If we cannot ship within a promised timeframe, we will provide a delay notice and the opportunity to consent to the delay or cancel the affected unshipped merchandise for a prompt refund when required by law. This legally required option applies even where our ordinary rule is that orders cannot be canceled.


If an order contains both available and preorder or backorder items, we may hold the order until all items are ready or ship items separately. Additional shipping charges will not be added after checkout unless you request and approve an upgraded or separate shipment.


5. Shipping Rates and Promotions

Shipping charges are calculated using the products, quantities, package size and weight, fulfillment location, destination, carrier, delivery method, and any active promotion. The amount displayed at checkout controls.


Qualifying U.S. apparel orders may receive free standard shipping when that promotion is advertised. Free-shipping offers apply only to eligible products, destinations, and methods and may be modified or discontinued prospectively. Expedited shipping, customs charges, reshipment, and return shipping are not included unless expressly stated.


Shipping charges are generally nonrefundable after shipment except when required by law or when the return results from our error or a confirmed defect covered by our Refund Policy.


6. Delivery Estimates

Delivery estimates shown at checkout begin after processing and fulfillment unless expressly stated otherwise. They are carrier estimates, not guaranteed delivery dates. Weekends and holidays may not count as carrier transit days.


East Rock is not responsible for carrier, customs, weather, labor, service interruption, peak-season, security, address, or other delays outside our reasonable control. Nothing in this policy limits any nonwaivable right you may have when merchandise is not shipped within a promised timeframe.


If you need an item for an event, performance, holiday, release date, or other deadline, order early. Paying for expedited transit does not shorten print-on-demand production or other processing time unless expressly stated.


7. Split Shipments and Fulfillment Partners

We use multiple production and fulfillment locations, including print-on-demand providers. Products in one order may be produced at different facilities and delivered in separate packages on different days. You may receive more than one tracking number.


A partial shipment does not mean the remaining items were canceled. Review your shipment confirmation and order-status page for the products included in each package.


8. Shipping Address and Order Changes

You are responsible for providing a complete and accurate name, street address, apartment or unit number, city, state or region, postal code, country, email address, and telephone number where requested.


Because orders may enter production or fulfillment quickly, we cannot guarantee that an address, size, color, product, or other order detail can be changed after checkout. Contact us immediately if you notice an error. A request is not effective unless we confirm the change in writing.


We are not responsible for loss, delay, or additional cost caused by an incorrect, incomplete, outdated, refused, or undeliverable address supplied by the customer. If a package is returned to sender, we may:


  • offer reshipment after the customer confirms the address and pays the new shipping charge; or
  • if the product is eligible for return, refund the eligible product amount less original shipping, return charges, the applicable 10% restocking fee, and other nonrefundable costs.

Personalized, print-on-demand, final-sale, or otherwise nonreturnable products may not qualify for a refund when returned because of a customer address error or refusal.


9. Tracking and Order Status

When tracking is available, we will send it to the email address or account associated with the order. Carrier scans can be delayed, incomplete, or inaccurate. Use the carrier's tracking page for the latest available transit information.


If tracking has not updated for an extended period or the package is past the carrier's estimated delivery window, contact the carrier and then contact us with your order number. We may ask you to confirm the address, check with household members or neighbors, or complete carrier documentation.


10. Lost, Stolen, or Marked-Delivered Packages

Report a package that appears lost, misdelivered, or marked delivered but not received as soon as possible. Carrier claim deadlines are limited, and waiting may prevent an investigation or recovery.


For a package marked delivered, first check the delivery location, mailbox, parcel locker, building staff, household members, and nearby neighbors and allow one additional business day in case the carrier scanned it early. Then contact the carrier and East Rock.


East Rock will reasonably assist with available carrier or fulfillment claims but cannot guarantee replacement or reimbursement for theft after confirmed delivery, an incorrect customer-provided address, a forwarding-service failure, or circumstances excluded by the carrier. If East Rock or its fulfillment provider confirms that a package was lost before delivery, we will provide the remedy required by law and our applicable policy, which may be replacement or refund.


11. Damaged, Defective, or Incorrect Products

Inspect your order promptly. Contact us as soon as possible, preferably within seven days after delivery, if an item arrives damaged, defective, misprinted, or materially different from what you ordered.


Include:


  • your order number and contact information;
  • a description of the problem;
  • clear photographs of the product, defect or damage, packaging, and shipping label; and
  • any other information reasonably needed for a fulfillment or carrier claim.

Keep the product and all packaging until we finish reviewing the claim. Do not return an item without instructions. For a verified fulfillment error or covered defect, we may replace the product, provide a refund or credit, or offer another remedy required by law. A 10% restocking fee and customer-paid return shipping will not apply when the return results from our confirmed error or a covered defect.


Minor color variation, reasonable print-placement variation, normal manufacturing tolerance, differences caused by screen settings, or ordinary wear is not necessarily a defect.


12. International Shipping, Customs, and Duties

International orders may be produced domestically or internationally and may cross borders. The recipient is the importer of record unless checkout expressly states otherwise.


Unless duties and taxes are expressly collected at checkout, the recipient is responsible for customs duties, import taxes, value-added taxes, brokerage charges, handling fees, and other government or carrier charges. These amounts are not controlled by East Rock and are not included in product or shipping prices.


Customs processing may delay delivery. You are responsible for confirming that products may lawfully be imported into the destination. If an international shipment is refused, abandoned, seized, or returned because charges were not paid, import was restricted, or delivery could not be completed, any refund will be subject to applicable law and may exclude original shipping, return charges, customs costs, final-sale products, and the applicable restocking fee.


13. Order Cancellations

Our standard rule is no cancellations after an order is placed. Orders may enter production, digital processing, or fulfillment immediately, particularly for print-on-demand, personalized, limited-edition, and preorder products.


This rule does not limit a cancellation or refund right that cannot legally be waived, including applicable rights when we cannot ship merchandise within the promised timeframe. We may also cancel an order because of fraud concerns, payment failure, sanctions, pricing or inventory error, rights issues, product unavailability, or inability to fulfill. If we cancel unshipped merchandise, we will issue the refund required by law.


14. Returns and Refunds

Returns, exchanges, final-sale products, restocking fees, and refunds are governed exclusively by our separate Refund and Returns Policy.


15. Digital Downloads and Electronic Delivery

Digital products do not require physical shipping. Download or access instructions are generally delivered by email, account access, or an on-screen link after payment and any required review.


Check spam and promotions folders and confirm that the order email is correct. Contact us if access does not arrive. Digital products may be final sale as described in the Refund Policy and Terms of Service, subject to nonwaivable law.


16. Changes to This Policy

We may update this Shipping Policy prospectively to reflect changes in products, fulfillment providers, carriers, costs, or law. The version in effect when an order is placed generally governs that order, except where a later change benefits the customer or applicable law requires otherwise.


17. Contact Us

For a shipping or delivery issue, include your order number, name, delivery address, a description of the issue, and any relevant photographs.


East Rock Entertainment LLC
Attn: Order Support
175 Manomet Avenue
North Haven, Connecticut 06473
United States
Email: orders@eastrockent.com


Legal notices should be sent to legal@eastrockent.com.