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Continue ShoppingFrequently Asked Questions (FAQs)
Q: How can I return an item?
We have a thirty (30) day return policy. We will not accept returns after thirty (30) calendar days from the date of delivery. Returned merchandise must be received in its original packaging and in perfect condition (i.e. undamaged and clean). Playing For Change will not accept the return of any product that has suffered deterioration for which you are accountable.
Please note that you will be responsible for all shipping and handling charges.To complete your return, we will ask you to use your personal order reference number to create a unique return ID so that our fulfillment partner can identify your return correctly.
How to generate your personal return idea:
“order number” + “_” + “R”.
Your return ID should therefore look something like this: 12345_R.
In order to find your order reference number, check the order confirmation we sent you via email or sms.
Please also make sure to include tracking so that we can follow the process and know when your return has arrived back at our facility.
If you can’t find your order number or have any doubts, you can send us an email at support@playingforchange.com using the name and email address you used to place the order so that we can provide you with your return ID and assist you in the process.
Please do not return anything without priorly informing us and without labeling the return with a return ID and tracking number.
If eligible for a return, we will refund the cost of the returned merchandise minus any associated shipping fees.
Please do not send your merchandise back to the manufacturer. Our returns address is:
Moreno Valley (CA)
28010 Eucalyptus Ave
Building #1
Moreno Valley, CA 92555
Phone Number: (844) 474-4726
The following items cannot be returned:
- Gift cards
- Downloadable software products
- Clearance items that are noted “final sale”
For more details on our return policy, please refer to our return page.
Q: Will you restock the item I am looking for?
Unfortunately, we cannot promise whether or not a specific item will be restocked in the future. Feel free to email us at support@playingforchange.com about the item you are looking for and that you would like to be informed should it become available again in the future.
Q: I purchased a download but I can’t find my files on iTunes.
If you were not asked to specify a folder (usually on your desktop) when downloading your files to your computer, then your tracks have most likely been saved to a default “Downloads” folder. If you don’t know where this lives on your hard drive, you can also search it using a keyword from the file name (e.g: “Songs Around The World”). To open the search bar on a Mac, press command + space bar. For Windows, press the windows logo key + H.
To import music (MP3 files) from a computer to your iTunes Library on Mac:
- In the iTunes app on your Mac, choose File > Add to Library.
- Locate a file or folder, then click Open.
Q: I purchased a download but I can’t find it on my iPhone.
Please be sure you are downloading to a computer/laptop first and then transferring to your iPad or iPhone, as you cannot download music outside of iTunes for devices such as iPhones/iPods. You would need to transfer the music using iTunes from your computer/laptop to these devices. If an iPad is your only device, here is a thread that should assist you.
To import music (MP3 files) from a computer to your iTunes Library on Mac:
- In the iTunes app on your Mac, choose File > Add to Library.
- Locate a file or folder, then click Open.
Q: I purchased a download but the file appears to be invalid
We have seen this issue occasionally from some of our customers who operate Windows-based devices. If you are on a Windows device, we recommend updating a driver on the computer, and/or install/update the Winzip program to be able to open the zip file. We also recommend opening the file with a free online archiver such as http://online.b1.org/online.
or try one of these:
Please contact us on support@playingforchange.com should the problem persist.
Q: Is it possible to make changes to my order after it has been placed?
We work with an external fulfillment company who takes care of packing and shipping your order. Fulfillment usually happens quite fast, which is great but it often leaves us with very little time to edit an order once it has been placed. Therefore, we encourage you to thoroughly check your order, making sure that everything is as it should be before submitting, as we might not be able to make any changes to your order afterwards.
Q: I am a musician and would like to participate. How do you choose your musicians?
Thank you for your interest in participating as a musician.
There is no set system for how we determine which countries/cities to visit or which musicians to record for our Songs Around The World; it is mostly by word of mouth when we are traveling. That being said, please go ahead and fill out this form for us so that we can save your information in case we travel to your area in the future.
Q: After placing my order, I noticed that the street address I entered is incorrect, can I change it, even though the shipment is already underway?
A package intercept lets the sender or recipient stop delivery or redirect a package or letter that is not out for delivery or already delivered.
This can be useful in case you notice an error in your ship-to information after your order has already been shipped off.
Unfortunately, package intercepts are not possible for standard shipping as various carriers are involved in the shipping process. While the primary carrier is responsible for receiving the shipment at our fulfillment facility, the local carrier (USPS or national carrier) will perform the final delivery.
Most local carriers, however, offer a mail forwarding service that you can use to ensure your package will still be delivered to the correct address.
In order to arrange a mail forwarding service for your delivery, please contact your local carrier with the alternative tracking number or check their website for the possibilities and conditions. Here is how you can find your alternative tracking number: Open your UPS tracking on ups.com page by entering the tracking number we provided. Click on “View Details” to open a pop-up box with your shipment details. Under “Shipment Details”, find the heading “Alternative Tracking Number. Copy the alternative tracking number and paste it into the search bar on your local carrier’s website.
Q: How can I make a donation?
We sincerely thank you for your interest in making a donation. All donations should be made to our partner, the Playing For Change Foundation, and you can find multiple ways to donate by visiting their website here.
To clarify, Playing For Change (www.playingforchange.com) is not a non-profit organization; we created the PFC Foundation (www.playingforchange.org), a 501(c)3, back in 2007 in order to give back to the communities of the musicians we had worked with during the journey. While we all work under the umbrella of the PFC movement, we are indeed separate entities -- one an LLC and another a 501(c)3 non-profit organization.
That said, 20% of the profits from our shop directly funds the Playing For Change Foundation’s music schools and programs, thereby helping to fund 15 music programs worldwide with over 2,000 students enrolled in educational programs.
About The Playing For Change Foundation
Playing For Change Foundation grew out of a common belief that music has the power to connect people regardless of their differences. Founded in 2007, PFCF was established to create positive change through music and arts education. Our work engages marginalized youth in diverse communities around the world, primarily located in low and lower-middle income countries. These communities are home to great cultural wealth, which we use to create educational and social opportunities.
We currently operate 15 music programs in 11 countries, and have positively impacted more than 40,000 lives since 2007, including more than 3,000 youth through regular programming in 2019. We employ more than 200 staff, teachers, and community leaders locally across program locations, including: Mali, Morocco, Ghana, Rwanda, South Africa, Nepal, Bangladesh, Thailand, Mexico, Brazil, and Argentina. Each program serves anywhere from 50 - 900 children. PFCF was honored to be named a Polar Music Prize winner in 2019.
Q: Where is your clothing manufactured?
All of our non-organic apparel is being manufactured and printed in the US by eco-friendly wholesale manufacturer Bella & Canvas. They have their headquarters in Los Angeles, California, and you can find more information about where and how their t-shirts are manufactured here.
Our organic apparel is manufactured by Baobab Company in Barcelona from 100% organic cotton.
Q: My tracking information has been showing no movement for a while, could my package be lost?
Unfortunately, due to a reduction in the available workforce during the current COVID-19 pandemic we are experiencing delays, especially in international shipping. Shipping and fulfillment centers are considered "essential businesses" and are still running, albeit short staffed. As a result, international deliveries can take up to 60 days. Packages are also often not scanned properly, which causes extended periods without an update in the tracking information.
If you choose standard shipping as your service, your package will be handed to the local carrier for the final delivery (USPS for domestic delivery, the national carrier of the respective country for international). Here is how you can find your alternative tracking number to track your package through the website of the local carrier:
Open your UPS tracking on ups.com page by entering the tracking number we provided. Scroll down until you find the “Shipment Details” field. Click on the + symbol next to “Show More” to reveal the alternative tracking number. Copy the alternative tracking number and paste it into the search bar on your local carrier’s website.
If the tracking information hasn’t shown an update for 20 days (domestic) or 30 days (international), your package can be considered lost in transit. In this case, please contact us at support@playingforchange.com to file a claim for your lost shipment.
Q: I have placed an order but I cannot find my tracking number.
If you have chosen email notifications, we will inform you once your order has shipped from our warehouse and provide a tracking number.
In case you aren’t receiving any notifications from us, please check your spam folder as our emails might have landed there. You can avoid this from happening by marking these emails as “Not Spam” and adding our email address to your contacts.
If you remember having received a notification and simply can’t find it in your inbox, try searching for emails from sender support@playingforchange.com.
Q: I have ordered a gift card but I haven’t received any tracking information
Our gift cards are digital so no physical card will be issued.
After the completion of your purchase, we will send you an email with your gift code. To redeem the gift card, the receiver can simply enter the code at checkout to have the respective amount deducted from their purchase.
Q: My tracking says my order was delivered, but I haven’t received it yet. Where is it?
Could it be that your package was left in a hidden spot on your property or with a neighbor in your absence? We would advise you to contact your local carrier (USPS for domestic, national postal service for international) using the alternative tracking number to inquire about your package and where it was left as they were the ones in charge of the final delivery.
Here is how you can find your alternative tracking number to track your package through the website of the local carrier:
Open your UPS tracking on ups.com page by entering the tracking number we provided. Scroll down until you find the “Shipment Details” field. Click on the + symbol next to “Show More” to reveal the alternative tracking number.
Q: How do I access my digital album?
First, locate the album on your computer/laptop. If you were not asked to specify a folder (usually on your desktop) when downloading your files, then your tracks have most likely been saved to a default “Downloads” folder. If you don’t know where this lives on your hard drive, you can also search it using a keyword from the file name (e.g: "Songs Around The World”). To open the search bar on a Mac, press command + space bar. For Windows, press the windows logo key + H.
To listen to your digital album, choose a music player of your choice and add the album to your library. How this works depends on your music player.
For iTunes:
- In the iTunes app, choose File > Add to Library.
- Locate a file or folder, then click Open.
Alternatively, once you have located the downloaded album, you can right click on it and select ‘open with’ to open the file with the music player of your choice.