US$10 flat rate shipping on any order at all times! **All prices are in US dollars**

FAQ

Shipping

Where does the HTR Store ship?

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We proudly ship internationally!

How much are the shipping fees?

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We charge a $10 US flat rate fee on all and any type of orders on the online store to cover handling, shipping, customs taxes and duties.

What are the shipping methods and delivery delays?

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We ship orders to international locations from our warehouse in Canada every 2 weeks. Once your order ships, you can expect it to be delivered within 5 to 7 business days. International shipments may be held by your local customs authority, therefore, it is best to allow 7 to 10 business days for delivery.

When ordering from Canada, you can expect your order to be shipped within 5 to 7 business days.

Will I need to pay import fees when the package reaches me?

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You won’t need to take responsibility for the import taxes, tariffs and duties which may be levied by your customs or government or other authority upon any parcel we send to you. We are taking care of those for you!

Can I get a tracking number?

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We primarily ship through the services of private carriers (FedEx, DHL, UPS, Dicom, Canpar, Purolator), 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.

My package appears to be stuck (or lost) in the mail. What do I do?

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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.

What if I haven’t received my order yet?

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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.

I haven’t been able to collect my order from the carrier. What do I do?

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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 delays, we recommend you have it shipped to or handled by a third party, or else it will be sent back to our warehouse, causing additional costs.

I moved. How do I change my shipping address?

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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

Can I ship my order to a friend, who will then forward it to me?

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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.

How long does it take between placing an order and it being shipped out?

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

What carriers do you use?

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On an international level, we primarily ship through FedEx and DHL, 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.

On a local level inside Canada, we ship through the services of FedEx, Dicom, Canpar, Purolator, as well as Canada Posts.

I ordered a regular item and a pre-order. Will they ship together?

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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.

What shipping options do you offer?

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As our warehouse is located in Canada, we ship internationally from here 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.

Payment

What payment methods do you accept?

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

We also offer the option to pay in four equal payments. If interested, simply choose the option “Four” at checkout. This option allows you to make payments with the following credit cards: Mastercard, Visa, American Express, and Discover.

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.

What is “four”?

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It is a payment method enabling you to split your purchase into 4 equal payments.

Do I need to pay taxes?

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If your order ships to an address in Canada, regular sales taxes will apply on the total amount of your cart at checkout, based on the province the order is being shipped to.

If you are located outside Canada, the prices of the items you see on the online store include taxes.

I don’t live in the United States. How can I see the price in my own currency?

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From a desktop:

1. On the upper right corner of our screen, click on the arrow beside “USD $” to see a dropdown menu with the available currencies.

2. Click on your preferred currency, and the converted prices will now show throughout your shopping session.

You can change to another currency at any time by repeating the steps above.

Note that payments are processed at an equivalent rate in US$.

From a smartphone or tablet:

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

2. On the bottom right corner in the newly opened menu, click on the arrow beside “USD $”.

3.Click on your preferred currency, and the converted prices will now show throughout your shopping session.

You can change to another currency at any time. Simply do the same process and enjoy shopping!

Note that payments are processed at an equivalent rate in US$.

I live in Canada. How can I access the 25% discount rate?

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Simply apply the code provided in the header toolbar to benefit from a 25% discount rate on your cart at checkout.

Can I place an order without creating an account on your online store?

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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 SFCC 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

How do I use a promo code?

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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.

Can I use multiple promo codes on one order?

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

How can I access reduced price items?

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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.

Order Details

I want to make a change to an order I have already placed. How do I do it?

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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, no change will be possible.

I made a mistake in the size I ordered. Can I change it?

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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.

I want to cancel my order. Can I get a refund?

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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 if an order has already been shipped, it will not be possible to cancel it. We do not accept cancelation for limited-edition items either.

I want to return my order / exchange it. What do I do?

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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.

I received the wrong item. What’s the next step?

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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.

The item I have ordered doesn’t fit me. Can I get a replacement?

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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.

My item is broken / damaged. What can be done?

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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.

How long do I have to return my item?

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Please return the product within 30 days of receipt following the Return/Exchange Instructions below.

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.

HTR Store
1100 Jogues
Drummondville, Québec
J2B 4X9
CANADA

Any restrictions regarding posters and limited-edition items?

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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.

Do you offer digital downloads of your albums?

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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.

I am unable to redeem my digital album code. Can you help?

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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.

Do you have a size guide?

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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.

Can I order items that are 'Out of Stock'?

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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!

How can I access exclusive and limited items?

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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 SFCC club, providing you with exclusive pre-sales, head starts on new projects and releases, discounts, and exclusivities of all kinds.

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

How can I join the SFCC club?

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Visit “THE CLUB” section on the store to get the full details and explore the two membership options (Old School or New School): https://htrstore.com/pages/secret-family-cult-club

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!

Memberships

What is the SFCC club?

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The SFCC (Secret Family Cult 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.

What does it include and what is in there for me?

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Either of the two membership options, “Old School” or “New School”, give you access to exclusive 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 SFCC club options here: https://htrstore.com/pages/secret-family-cult-club

What is the difference between the “Old School” and “New School” memberships?

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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” SFCC club membership options here: https://htrstore.com/pages/secret-family-cult-club

How long does a membership last for?

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

Does my membership renew automatically?

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

How can I cancel the automatic renewal?

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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 SFCC 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.

How can I change the billing information?

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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

On what items and how many times can I use my SFCC discount code?

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Your SFCC 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.

About Us

Where did you get your label name?

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The name Hopeful Tragedy Records came to mind to Alex Henry Foster, co-founder of the Montreal independent record label, after his best friend, bandmate and business partner, Jeff Beaulieu and him began brainstorming on the idea of starting their own record label, now more than a decade ago!

One morning, after a sleepless night dreaming and thinking of what could be, Alex came up to Jeff with the name and idea in a spark, as stated in the storybook “The Evidence of Things Unseen”, which recalls the early days of Foster and Beaulieu’s former band Your Favorite Enemies:

“A few days later, as I was preparing breakfast at Alex’s house (we liked to start the day together where we left it the evening the day before, which was usually just a few hours before breakfast time), Alex says to me “Hopeful Tragedy Records”... I’m like “What is that? What do you mean?” And he says... “Our own record label’s name!” Hopeful Tragedy! Some humanity touch to what we do, artists we like, what we’d like to share with the world through art, music, and vibe! Humanity... what a hopeful tragedy! This guy is a genius, he always comes up with those amazing names, Your Favorite Enemies, Hopeful Tragedy, all those albums titles, etc...! I then told him, “You haven’t slept at all last night, this is what kept you up, right?” We were obsessed with what we were doing, with what we were giving birth to... It was so addictive since everything was not only possible, but possible in our own terms now, not because we could start a company, but because of our spirit, and of course, because of our friendship! My first reaction was “I’m calling the manager!” I had to let him know right away that first, we declined every offer that came our way, and second, that we’d go our own way, independently, DIY, us against the world, no one would ever tell us to add a chorus, to take another picture, to work with this producer because he’s cool, etc. Freedom of creation, freedom of releasing what we liked, how we liked it and when we liked it! Real entrepreneurial and artistic freedom from top to bottom! What about that?! The coolest part was we had absolutely no idea how to run a record label, what it really meant, and what we truly needed to be effective and professional, but we didn’t care, since we knew our passion would lead us through it and we’d learn everything to make this Hopeful Tragedy Records thing right!” - Jeff Beaulieu

Where is your merch manufactured?

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Everything is crafted in our independent record label’s creative atelier, located in a former Catholic church turned studio and multi-disciplinary facility in Drummondville, Quebec, Canada.

Who presses your awesome lathe-cut silkscreen printed LPs?

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We are proud to say that everything is crafted in-house, in our own independent record label’s creative atelier. Each copy is cut individually, thus rendering each of them very unique and collectible items.

Why are so many of your releases limited?

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As everything is crafted in-house and by hand, from the design to the silkscreen printing, lathe cutting, packaging all the way to the shipping, collectible items are therefore crafted in smaller quantities and thus limited products.

Will you ever make any re-press of the limited edition LPs?

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Limited edition LPs are crafted by hand thus made in very small quantities and aren’t set for any re-press. Some of them being direct-to-vinyl type of projects are turning them into rarities that are part of a specific moment in time. 

You can email us to find out more details about future availability, if it were to be, right here: info@htrstore.com. We’ll do our best to help!

Who writes those handwritten letters with your orders?

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Alex Henry Foster, the lead singer of Alex Henry Foster & The Long Shadows and former band Your Favorite Enemies, is the one handwriting personal letters with each order sent from our online store. Even while on tour, in studio, or during writing sessions away, he will take the time to write a personalized handwritten letter for each order.

You can see why it’s important for him explained in this video.

To what address can I send a letter back?

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You can send a letter back to our label’s HQ at the address below, which will gladly be given to him upon arrival! He will greatly appreciate hearing back from you, as real human connection is the type of communion he greatly appreciates.

HTR Store
1100 Jogues
Drummondville, Québec
J2B 4X9
CANADA

What are your store politics?

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We reserve the right to refuse service to anyone, for any reason. We reserve the right to cancel orders and issue refunds.

Business Inquiry

I work in a record shop, can I distribute your albums?

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Simply contact Jeff Beaulieu at the following address, he will gladly discuss those details with you: jeff@hopefultragedyrecords.com

Can I play your songs on my radio show?

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We would love to! Please contact Jeff Beaulieu to tune him in on the radio show and any details so we may relay the information on our part too. He will be able to help you out with format files, and other details as well. You can contact him here: jeff@hopefultragedyrecords.com

I’d like to use your song in a commercial, etc. Who do I contact?

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Simply contact Jeff Beaulieu at the following address, he will gladly discuss those details with you: jeff@hopefultragedyrecords.com

Contacts

How can I contact someone from the HTR store?

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You can access a chat box at all times where a HTR Store team member will answer you in either English, French, Japanese or German. If we’re not available to answer you during our store’s working hours, a ticket will be created providing us with your contact information and any detail included in your request and we will be sure to follow-up on your inquiry within the next hours.

You can also contact us by email at any time through this address. A HTR Store team member will be sure to follow-up with your inquiry within the next hours: info@htrstore.com.

What are your hours of operation?

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You can place an order at any time of any day, as our online store is open 24/7.

Our hours of operation for chat and email support are 7 days/week, from 9am (ET) to 12pm (ET).

Is it possible to talk to someone on the phone?

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Please send us an email with all the details of your inquiry and a phone number to call you back and a HTR store team member will gladly follow-up with you within the next hours: info@htrstore.com.

What is your return address?

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Please return any item to the address below.

HTR Store
1100 Jogues
Drummondville, Québec
J2B 4X9
CANADA

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

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

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

Can I chat with someone?

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You can access a chat box at all times where a HTR Store team member will answer you in either English, French, Japanese or German. If we’re not available to answer you during our store’s working hours, a ticket will be created providing us with your contact information and any detail included in your request and we will be sure to follow-up on your inquiry within the next hours.

Help

I don’t understand English. Can I shop/communicate in another language?

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Yes, don’t worry! Our online store is translated in French, Japanese and German. Click on the arrow on the right of “English” and select your preferred language to easily navigate the site and shop more conveniently.

Also, our team members at the HTR Store speak English, French, Japanese and German. Don’t hesitate to chat with us or send us an email in any of those languages, and we will be glad to reply to you in your preferred language of communication.

I lost my password/forgot my password. Can you help me?

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Simply click on “Forgot your password?” to get a new password sent your way by email.

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

Or send us an email at the following address and we will provide you with a new temporary password: info@htrstore.com.

How can I change the email related to my account?

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Send us an email with your current account details and the new email address you wish to change it for and we will proceed to the update for you. Write to us here: info@htrstore.com

I still have an unanswered question. Where and how can I talk to someone?

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You can access a chat box at all times where a HTR Store team member will answer you in either English, French, Japanese or German. If we’re not available to answer you during our store’s working hours, a ticket will be created providing us with your contact information and any detail included in your request and we will be sure to follow-up on your inquiry within the next hours.

You can also contact us by email at any time through this address: info@htrstore.com.

A HTR Store team member will be sure to follow-up with your inquiry within the next hours.

You can also reach us through this contact form: https://htrstore.com/pages/contact-us

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