Customer Service Policy

OnlyHitMusic is committed to giving you the best possible online shopping experience. To find out the specifics of our store policies, click on a topic:

What are you looking for help with?

Contacting Us
Security
How To Shop
How To Pay
How To Change Your Order
Order Status
Promotional Mailings
Advance Order Program
Shipping
Sales Tax
Processing An Order
Return Policy
Gift Cards and Gift Certificates

Contacting Customer Service

You can reach customer service by e-mail or telephone. Representatives are available to answer your phone calls between the hours of 9:00 AM and 9:00 PM Eastern Time, Monday through Friday (except holidays).

E-mail address: rhinorecords@thestore24.com
Phone Number: 888-440-4232

Security

OnlyHitMusic.com / Rhino Entertainment is very sensitive to your concerns regarding the security of using your credit cards to purchase products over the Internet. Safeguarding your privacy and confidentiality is of the utmost importance to us. This shopping cart has been recognized as one of the most secure companies in N. America for the processing and storage of consumer personal and financial information. Our site uses Secure Sockets Layer (SSL), which encrypts your data while it is being transferred over the Internet. This makes it very difficult for someone to steal your credit card information. We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.

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How to Shop

How to Pay

Rhino Entertainment accepts the following: American Express, Mastercard, Visa, Discover, Diners Club, Carte Blanche.

The charge for your order will appear on your credit card bill as "Rhino Entertainment Music".

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How to Change Your Order

Rhino Entertainment processes your orders very quickly. If you find that you have made an incorrect order, please notify us immediately by sending an e-mail to: rhinorecords@thestore24.com. If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order.

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Order Status

If you have set up a MyExpressCheckout account, you can check your order status by logging in at www.myexpresscheckout.com. You can also send us an email at rhinorecords@thestore24.com or call us at (888) 440-4232 between the hours of 8:00 AM and Midnight Monday through Friday, Saturday from 8:30am to 7:00pm, and Sunday from 10:30am to 7:00pm, Eastern Time (except holidays).

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Promotional Mailings

Rhino will notify you of any upcoming promotional opportunities and new product releases, which interest you. If you don't want to receive these special mailings, please make sure to uncheck the box that reads: "Check this box if you want to receive special promotional mailings", which is located at the bottom of the page where you fill in your shipping and billing address. If for some reason you forget to do this, you can easily remove yourself from this mailing list by sending an e-mail to rhinorecords@thestore24.com.

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Advance Order Program

Advanced pre-release ordering is available for selected Rhino music titles. These titles are noted, in the cart, with an Advance Order icon. If you would like to receive your music selection on the actual day it hits stores, please place your order by 10 AM PST the Thursday prior to the release date and choose the RUSH shipping option. If you select our standard shipping option, you will receive your advance order approximately 5 days after the release date. Please Note: Advance order release dates are subject to change without notice.

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Shipping

Standard Audio and Video Titles

Although anyone may browse through our store, in order to make a purchase from Rhino, your shipping address must be within the United States or US Territories (exluding most Rhino Handmade Titles). The USA/Domestic Shipping Chart is for shipping addresses within The United States or US Territories.

For International customers, placing orders of $400 and over, we recommend the Express shipping method. In consideration of potential fees and charges, this method is cheaper in the final analysis

Rhino Handmade Titles

Rhino Handmade titles are often available to ship internationally. The Canada Shipping Chart is for Rhino Handmade shipping addresses within Canada. The International Shipping Chart is for Rhino Handmade shipping addresses Internationally.

USA / domestic shipping

Rhino offers standard, rush and overnight (and world mail & express for our international friends) . Rush and overnight orders are shipped via FedEx and cannot ship to a P.O. Box. Standard is typically a 3 to 5 day service via U.S. domestic mail. To guarantee same day shipping, rush and overnight orders must be received before noon Eastern Time Monday through Friday. FedEx orders are delivered on normal business days. Overnight orders placed before noon Eastern Time will be received the next business day. Saturday or Sunday delivery is not available for rush or overnight.
Orders to Alaska and Hawaii are shipped via the same 3 domestic methods as above. Standard shipping may take up to 10 days, while Rush takes 3 business days and Overnight takes 2 business days. Note: Shipping times are based on when the package leaves the distribution facility. Orders received before noon Eastern Time are boxed and delivered to the shipper by the end of that same day.

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US Domestic

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Alaska and Hawaii

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Canada shipping

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Mexico shipping

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International shipping

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Notes

A note to canadian and international customers.

If you order rhino handmade titles for delivery to a shipping address outside the united states, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your customs or government or other authority upon any parcel we send to you.

Sales tax

With respect to orders being shipped to a ca, fl, ga, il, mn, pa, nj, ny and tx address, we are required to collect sales tax at the rates in effect at the time of shipping your order. The amount of your sales tax will be calculated and displayed during the check out process.

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Processing an order

Your order of in stock merchandise will generally arrive in 5-7 days, unless you have selected rush delivery. We will notify you if any item can not be shipped within 30 days and you will be given the option to cancel your order. Orders received over the weekend and on holidays will be processed the following business day.

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Return policy

Your satisfaction guaranteed!

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Important Information

Returns Procedures

Please follow these simple steps to ensure your fast returns and appropriate new shipment or credit.

You must contact customer service to obtain a return authorization number (ra#). Returns cannot be accepted without this number. You may contact customer service via e-mail by clicking contact us from our website.

Please include the following information in your e-mail:
-Order confirmation number
-Your name
-Your e-mail address
-Your phone number
-Product #
-Product name
-Reason for return

-Fill out the return label (provided on the back of your invoice), including your ra#. returns cannot be accepted without an ra#.
-Enclose merchandise and this completed form in a sturdy package (the original package is preferred).
-Enclose the original packing slip / invoice in the package.
-Affix the return label to the outside of the package and send to the following address:

Rhino Records
returns department
4250 coral ridge drive
coral springs, fl 33065

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Gift Card Usage Rules

Gift Card program supports both of the following:

Physical Gift Cards - Individual cards where the account number and activation code are printed on a plastic card that is physically shipped to the recipient.
Virtual Gift Certificates - Individual certificates where the account number and activation code are provided to the recipient through email notification.

Gift Card Frequently Asked Questions

Question: What is the difference between a purchased and promotional Gift Card?

Answer: A purchased Gift Card is created when a shopper purchases a gift for a designated recipient. The amount of the Gift Card is funded through payment from the purchaser's credit card. On the other hand, a promotional Gift Card is awarded to the recipient WITHOUT payment by any consumer.

Question: How do I know how much is left on my Gift Card?

Answer: After you have entered your Gift Card account number and activation code during the checkout process, the system will lookup the available balance of your Gift Card and apply the balance against your purchase. The amount to be applied to the order and remaining balance will be displayed.

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