Van Halen Store Customer Service
Satisfaction Guaranteed Or Your Money Back.
We want you to be thrilled with your order! Please review this page for information on returns, exchanges and other service policies.
We ship via USPS and FedEx (ground and overnight services). Shipping is calculated in real-time based on the weight of the entire order and the number of packages in which the order must ship. Unlike other stores, we do not over-inflate ship costs - they are calculated directly by the carrier gateways.
Stock Information (in-stock, backorders, etc)
While we make great efforts to ensure products listed as available are in stock, from time to time order overlapping or quality control standards can result in an item ordered being on backorder. In the case of a backorder, we will notify you via email of the expected ship date. If the backordered items will be in stock within one week, we will hold the entire order. Otherwise, we will ship all in-stock item(s) immediately and ship backordered item(s) as soon as they are in stock. Credit cards are charged as items ship.
Returns, Exchanges and Refunds
If you are not completely satisfied with your purchase for any reason, you may return it within 30 days for a full refund* of the purchase price, or for exchange.
*A 5% restocking fee will be charged on returns exceeding $100.00
What can I return?
You may return any item that is unused, in new condition, or any item that was damaged upon receipt.
Shoes and clothing must be unworn and unwashed. Music and video must be unopened. All packaging, wrapping, and tags must be intact.
Who pays for shipping?
If an item is to be replaced due to damage upon receipt, we will reimburse ship costs for return. We request that such items are returned by the least expensive means.
Items returned due to change of mind or sizing issues (definitive sizing information is posted on our site) requires you pay to return the item(s) to us.
How do I return items?
We've made the return/exchange process easy. Simply mail the item(s) in their original condition with the original sales receipt. If you do not have the sales receipt, you may include a piece of paper detailing the purchaser's order number, first and last name, address, phone number and email address.
Please provide instruction (i.e. if it's a return or exchange, and if an exchange the correct size or product details requested).
Mail the item(s) to:
Van Halen Store
3120 W CAREFREE HWY STE 1-638
PHOENIX, AZ 85086
Refunds will be made by crediting the initial payment method (credit card, PayPal or by check) within 10 days of receipt of your package.
Exchanges will be shipped within 7 days of receipt of your exchange.
Have Van Halen Stuff to Sell?
If you are looking to sell your collection, we may be interested. See the Wanted page for details.