support

If you have any questions or concerns, please contact us and we will be happy to help you: support@metricconcertfilm.com

Frequently asked questions 

I have received a faulty item. What do I do?

Please send pictures and video (if applicable) of the item, indicating the damage, to support@metricconcertfilm.com. Our customer service agents will assess the damage and offer a solution.

I have received an incorrect item. What do I do?

Please email us with your order number and pictures of the item you received, and we’ll sort it out for you.

I returned an item to your warehouse two weeks ago. Have you received it yet?

It’s possible, though we will normally contact you as soon as possible after it’s arrived back.  It’s best to ship with a trackable service and to let us know the tracking number as soon as you send it.  That way, we can follow it’s progress and prepare accordingly, making sure that any actions necessary on our part are done as quickly as possible.  If it seems that the package should have arrived, but we have not contacted you, feel free to shoot us an email and we’ll check with our staff regarding its return.

When will I receive my refund?

Any refunds for returned merchandise are done as soon as possible following receipt of the item(s).  However, it may take a few business days after we’ve issued the refund for the funds to actually appear in your account.

What should I do if my goods were damaged in transit?

Contact us with any photos and information you can, and we’ll get back to you as soon as possible.

When is my card charged?

At the time your order is placed, we will attempt to authorize your credit card with your financial institution. If your financial institution indicates that they are unable to authorize your credit card, then you will be emailed a credit card authorization failure notification. Please note that your order will not have been successfully processed if a credit card authorization failure occurs.

Can you send me a receipt of this transaction?

Yes.  We will send you a receipt by email as soon as your order has been placed.  If you’ve made an order, but have not received a receipt, please check your spam/junk folders, as it may have inadvertently gotten filtered as junk.  If it’s not there, please email us with your order number or account number, and we’ll investigate and make sure you get your receipt. It is also possible that you made a typo on the email address you provided to us, which is why the receipt never got to you.

I entered the shipping address incorrectly or ordered the wrong items. What do I do now?

Please contact us as soon as possible with any corrections necessary, so that we may catch your order before it ships out and make the changes.

I think I accidentally ordered the same thing twice. What should I do?

Please contact us as soon as possible.  We can cancel or modify any order, as long as it has not been dispatched.

How do I know if my order has gone through OK?

Very shortly after you’ve made your order, you will receive an order confirmation email (receipt), to the email address you used to create that order.  If you received no such email, please contact us with any pertinent information and we’ll investigate further.