International: If your order was shipped via UPS Mail Innovations, which unfortunately provides limited tracking information, we ask that you allow 4-6 weeks for the delivery of your package. Most orders do arrive before the six (6) week point, but sometimes the full delivery time is needed as customs processing times vary with the volume of packages entering your country. Please open a support ticket with us at http://help.metallica.com/support/tickets/new if the package has not arrived after six (6) weeks and we will be happy to look into the delivery and provide any additional details that the carrier has offered.
Packages may be held at your local post office pending payment of import fees and/or taxes. You may be required to show identification to receive the package. Please monitor your tracking information as we cannot guarantee your local postal service will contact you if further action is required to deliver your order. If your order has not arrived within six (6) weeks, please check with your local postal service to verify it is not being held pending payment of fees or identification verification.
Domestic AND International:
If your package is returned to the Metallica Store by the postal service, we will attempt to contact you via e-mail to initiate a reshipment of your order. We will hold the package for ten (10) days at which point the goods will be refunded to your original payment method. Please note that shipping is non-refundable if we are unable to reach you regarding returned packages.