Effective Date: July 4, 2026
WALRUS.FM is where artists sell merchandise, music, and experiences directly to fans. Orders are fulfilled either by the artist or by WALRUS (for WALRUS Made products). Either way, the protections below apply to every physical-goods order placed on walrus.fm or an artist's WALRUS-powered store.
1. Before your order ships
- You can request cancellation of any order that has not yet shipped for a full refund to your original payment method.
- Any WALRUS credits or balance applied to the order are restored to your account in full.
- To request a cancellation, email [email protected] with your order number.
2. The 30-day shipping guarantee
If an order is not shipped within 30 days of purchase, it is automatically cancelled and automatically refunded in full — you don't have to ask, chase anyone, or fill out a form. This is enforced by the platform, not left to individual sellers.
3. After your order ships
- Damaged, defective, or wrong items: email [email protected] with your order number and a photo within 14 days of delivery. We'll replace the item or refund you.
- Lost in transit: if tracking shows no movement for 14 days or the carrier marks the shipment lost, contact us and we'll make it right with a replacement or refund.
- Change of mind: because most WALRUS merchandise is made to order or produced in limited runs for a specific release, we can't generally accept change-of-mind returns once an order has shipped. If something isn't right, contact us anyway — we'll always try to find a fair outcome.
4. Digital purchases
Digital goods (music downloads and other digital files) are delivered immediately and are generally non-refundable once downloaded. If a file is corrupted or you were charged in error, contact [email protected] and we'll fix it.
5. International orders
Import duties, customs fees, and local taxes charged by your country on delivery are set by your local customs authority, are not included in your order total, and are non-refundable by WALRUS. You acknowledge this at checkout on international orders.
6. How refunds are issued
- Refunds go to the original payment method, typically within 5–10 business days of approval (bank processing times vary).
- Orders paid partly or fully with WALRUS credits have those credits restored to your account.
7. Contact
Questions about an order, return, or refund: [email protected]. Include your order number and we'll get back to you quickly.
