FAQ

We proudly ship internationally!

We charge a $15 US flat rate fee on all and any type of orders on the online store to cover handling, & shipping. This price doesn't cover customs taxes and duties which might be charged upon delivery. Note that those costs will have to be payed for by the recipient.

We ship orders to international locations from our warehouse in the United States every 2 weeks. We do occasionally ship from Europe, the U.K., and Japan. Ensure to review shipping options at checkout. 

Once your order ships, you can expect it to be delivered within 6 to 8 weeks. International shipments may be held by your local customs authority, which may cause additional delays.

Yes. It is the responsibility of the customer to pay any import taxes, tariffs and duties which may be levied by your customs or government or other authority upon any parcel we send to you.

Our shipping fees, have been adjusted on our online store due to the increase of the shipping rate. If an unfortunate extra charge on your order occurs from your country customs, or if you have questions, feel free to write to us anytime at this email address: info@htrstore.com.

We primarily ship through the services of private carriers (FedEx, DHL, APC, Asendia, etc), thus enabling us to provide you with a tracking number whenever your order ships. The tracking will usually start showing progress within 24-48 hours of shipment.

In case of shipments with local postal services, which is sometimes a more convenient option to ship to your country, a tracking number is not included.

If you absolutely want a tracking number, send us an email inquiring one at the following address and we will get back to you with the possible options, if applicable: info@htrstore.com.

It most likely has something to do with the routing / sorting on the part of the carrier, and we recommend calling the carrier directly.

Lost or missing packages for orders showing a delivered tracking status are not eligible for replacement or refunds. Once a package leaves the fulfillment facility with the carrier delivery is beyond our control. Check with your neighbors and contact your local post/carrier office for a GPS location of where and when the package was dropped off.

For further issues with the delivery of your shipment please write to us and we’ll assist you as far as possible: info@htrstore.com.

Orders usually arrive within our shipping time estimates, but delays occasionally occur. The first thing to verify is the shipping address for your order. Please check the address for any typos or mistakes (eg. missing apartment number or postal code error) which may have caused a delay. If your order includes tracking, we recommend following along closely for clues regarding the delay.

You can also send us an email so we may help you sort this out: info@htrstore.com.

Make sure to contact the carrier directly by phone or email to set a time and date for a delivery. If unable to pick-up your package in the given delay, we recommend you have it shipped to or handled by a third party, or else it will be sent back to our warehouse. If this has happened, once we have it in our possession, we will contact you with two options available, which are to pay for the 2nd shipment or to add the current package to another order without any fees.

To correct your shipping info before your order ships, email info@htrstore.com to let us know your address has changed. Please provide the order number and the new address.

If your order has already shipped, in most cases it is possible to change it directly through the carrier used to ship your package your way. Please contact the carrier directly.

Also make sure to update the info in your profile for future orders. Simply follow those steps:

From a desktop:

1. Log into your account

2. Click on “Account” on the top right of your screen

3. Click on “View Addresses” under “Account Details”

4. To add a new address: click on “Add A New Address”

5. To edit an existing address: click on “Edit” under a registered address to change details

From a smartphone or tablet:

1. Log into your account

2. Click on the menu (three horizontal bars) on the upper left corner of your screen

3. Click on “Account”
 Scroll down and click on “View Addresses” under “Account Details”

4. To add a new address: click on “Add A New Address”

5. To edit an existing address: click on “Edit” under a registered address to change details

Yes. You just need to make sure that you select the proper shipping address at checkout. Please be advised that HTR Store cannot be responsible for the contents of your order if it is shipped to a third party, and will not be responsible for reshipment or refund.

We ship every 2 weeks, therefore you can expect for your order to be processed approximately within 14 days or less, depending on the time between your order being placed and our next shipping day.

On an international level, we primarily ship through FedEx, DHL, APC-ePMI, USPS, RRD, FLAT EXPORT, UPS, ePost Global and Asendia as well as through local postal services occasionally. Note that the above stated carriers may use the services of third parties to complete deliveries locally, which is independent from us and different for each carrier.

Depending on the moment when you place your order and the release date of the pre-order item, it might be possible to ship your orders at the same time. Otherwise, items are usually processed and shipped separately.

If you have two orders in pending and that both can be shipped at the same time depending on the availability of the items, please write to us at info@htrstore.com to let us know and we will refund one of the shipping fees for you. It may take a few days after the items have shipped to process your refund. Please note that this does not apply for items with free shipping.

As our warehouse is located in the United States, we ship internationally from here approximately every 2 weeks. We primarily ship through the services of private carriers but also local postal services on some occasions. It has proven to be the most reliable and efficient shipping option to this day, making sure your orders reach you quickly and safely.

The HTR store accepts the following credit cards: MasterCard, Visa and American Express, as well as Paypal and Shop Pay payments, which enables payments with Discover as well.

If none of those options aren’t suitable for you, please contact us and we will provide you with bank transfer and long distance payment options. Send us an email at the following address: info@htrstore.com.

The prices of the items you see on the online store include taxes. (But does not include importation taxes and custom duties)

This option is not available at the moment. All prices will only show in USD, which is the currency we’ve adopted to best serve our customers around the globe.

If you have any questions or would need assistance while shopping, feel free to contact us at this email address and a HTR Store team member will follow-up with your inquiry shortly: info@htrstore.com.

No, you need to create an account in order to be able to complete your purchase.

Once your account is created, you can get shopping and easily manage past orders, refunds and information as well as memberships.

When a member of The Club, your account gives you access to all the exclusive news and blogs, pre-sales and exclusive releases as well as insights.

Use this site: https://htrstore.com/account/register

Please follow the below steps to apply your promo code to your order:

1. Add all the items to your shopping cart

2. Proceed to checkout by clicking on "Cart" at the top right of your page

3. Enter your promo code where written "Gift card or discount code"

4. Click "Apply" and if added in correctly your discount will reflect below the subtotal accordingly

5. To remove a promo code simply click the “X” on the right side of the code and your subtotal will revert back to its original total.

No, you can only use one promo code per purchase.

At any time, the HTR Store may feature items at a reduced price. If you ordered that item previously or after the time the item was featured on sale, you will not be given that sale price. The sale or reduced price is only honored when the item is ordered within the time it is featured on sale or the price appears reduced in the store.

For any questions concerning order modifications, please write to info@htrstore.com and a HTR Store team member will follow-up with you on your inquiry shortly.

Please note that if the order has already been shipped or if you had ordered digital items, no change will be possible.

If your order hasn’t been shipped yet, it is possible to change the size ordered, given that the desired one is still in stock. Send us an email at info@htrstore.com.

If the package has been shipped, please write to info@htrstore.com and a HTR Store team member will follow-up with you on your inquiry shortly with what can be done.

For any questions concerning cancelations, please write to info@htrstore.com and a HTR Store team member will follow-up with you on your inquiry shortly.

Please note that cancellations will not be possible if the order has already been shipped or if it was a digital item. We do not accept cancelation for limited-edition items either.

For any questions concerning returns & exchanges, please write to info@htrstore.com and a HTR Store team member will follow-up with you on your inquiry shortly.

Please send pictures and video (if applicable) of the item, indicating the error to: info@htrstore.com. A HTR store team member will follow-up on your inquiry and offer a solution shortly.

For any questions concerning returns & exchanges, please write to info@htrstore.com and a HTR Store team member will follow-up with you on your inquiry shortly.

Please send pictures and video (if applicable) of the item, indicating the damage, to info@htrstore.com. A HTR store team member will assess the damage and offer a solution.

Please return the product within 30 days of receipt following the Return/Exchange Instructions below. If your request is submitted in excess of 30 days, we will not make any exchange or refund.

Note that the customer is responsible for the cost of return, unless the product is damaged, incorrect, or incomplete at the fault of the HTR Store. No Cash-On-Delivery returns will be accepted. 

The returned items must be in perfect condition, they must not therefore have been worn, washed or damaged.

Please provide us with the following information:
- Your home address
- Your phone number
- Order confirmation number
- What you are returning and why
- How you would like us to handle your return or exchange

Please mail the package to the address below. We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.

Canada:

HTR Store
1100 Jogues
Drummondville, Québec
J2B 4X9
CANADA

United States:

HTR Store
P.O. Box 1022
Covington, VA
24426
USA

Posters are sold as-is. No refunds. No returns.

Limited-edition items will either be exchanged or refunded at the sole discretion of the HTR Store. Send us an email explaining your inquiry with pictures and video (if applicable) of the item and detailed information for our store team to better evaluate the situation and further decide on the actions that might be taken to follow-up on your order’s inquiry.

Yes. You can find digital versions of our albums on our online store. MP3, WAV and FLAC formats are offered. You also get a download card in the physical albums, either CDs or vinyls, purchased on our store.

Note that if your purchase is a pre-order, your full download link will be sent by email upon release date.

If you purchased a digital album, you should have received an email at the time of your purchase containing a download link. Search your inbox for info@htrstore.com or your order number ("Order #_____"). Also make sure to check your spam box, and add this address to your contacts to make sure you don’t miss out on any email we send your way.

If you have purchased a physical copy of an album, note that the digital link of your album is available to download at checkout. You will also receive an email providing you with a link to download the mp3 version of the album.

You should have received an email at the time of your purchase containing a download link. Search your inbox for info@htrstore.com or your order number ("Order #_____"). Also make sure to check your spam box, and add this address to your contacts to make sure you don’t miss out on any email we send your way.

If you attempted to download your MP3s to a MOBILE DEVICE, it probably didn't work. Most mobile devices (including iPhone/iPad) will not allow direct downloads. We recommend downloading your files to a computer, importing them into a media player, and then syncing to your device. If you exceeded your download limit while attempting to download to your phone, don't worry. Just send a message at the following address for us to send you a new code: info@htrstore.com.

Yes, sizing guides are available for most store garments and select accessories. If a sizing chart is available for your product it can be found on the product page.

No, you cannot order an item that is out of stock but you can email us to find out more details about future availability. Send an email to info@htrstore.com and we’ll do our best to help!

Some items available on the HTR Store are handmade crafts, therefore are very limited and come in small quantities. In such cases, the “first comes first serves” politics applies.

The best way not to miss out on any exclusivity is to join The Club, providing you with exclusive pre-sales, head starts on new projects and releases, discounts, and exclusivities of all kinds.

The Club also grants its members with exclusive releases and merchandising, only available for purchase to the club members. You may access the members-exclusive store in the “THE CLUB” section on the store.

Visit “THE CLUB” section on the store to get the full details and explore the two membership options (Old School or New School): http://secretfamilycultclub.com/

Don’t hesitate to contact us with further questions at this address: info@htrstore.com.

We will be happy to help and have you tag along The Club in no time for you to get access to all the exclusivities!

The Club is a community for anyone looking to dwell in the creative and immersive art of Alex Henry Foster, may it be through his solo projects or his collaborations with The Long Shadows, Your Favorite Enemies, or others. It’s a place to get insights, exclusive pre-sales, music demos, extended lyrics, alternative artworks, up to the creation and confection of lathe-cut vinyls, silkscreen-printed posters, and more.

Either of the two membership options, “Old School” or “New School”, give you access to exclusive weekly newsletters by Jeff, the bassist in Alex Henry Foster & The Long Shadows, giving you insights and exclusive access to Alex Henry Foster’s creative endeavors and projects.

Both memberships also give you a full year-long access to those behind the scenes, as well as online store discounts, a package, and exclusive access to 48hr pre-sales of lathe cut vinyls, new releases and projects. On top of the package sent your way, free music and goodies are sent to you sporadically, and a specific section on the online store gives you access to exclusive merchandising and items (posters, t-shirts and more).

Explore The Club options here: http://secretfamilycultclub.com/

The main differences are found in the type of package that is sent your way and the amount of the discounts, which are included in your annual membership.

Explore the “Old School” and “New School” The Club membership options here: http://secretfamilycultclub.com/

Both the “Old School” and “New School” memberships are a 1-year subscription, renewing automatically each year, unless cancelled.

Yes, after you subscribe to The Club, your membership will renew automatically each year, at the same date.

Simply follow those simple steps:

1. Log in to your account on the online store

2. Click on “Account” at the top right of your screen

3. Click on “Manage Subscriptions” under “View Addresses” on the right of your screen

4. Click on “Cancel” at the bottom right of the grey box of the membership you wish to cancel

*Note that this action will automatically cancel your next payment. You will however still be able to access all the The Club exclusivities on the online store, as well as the discounts, pre-sales, and the exclusive newsletters. If you wish to maintain your membership active, your next annual renewal will have to be done manually.

Simply follow those simple steps:

1. Log in to your account on the online store

2. Click on “Account” at the top right of your screen

3. Click on “Manage Subscriptions” under “View Addresses” on the right of your screen

4. Click on “Billing Information” under your account name on the left side of your screen

Your The Club discount is of one single use only and can be applied on any item on the online store, except music. It is valid for the duration of your membership, so one full year from the moment of your subscription or renewal.

Simply add the code at checkout to apply the discount to your order.

*Note that the discount can be used only throughout the course of your active annual membership. Once a membership expires, if the discount hasn’t been used, it will no longer be valid.