Q: How can I view the status of my order?
A: Sign in. From My Account Information page you can view your orders, update your account details and more.

Q: My order was shipped several weeks ago and I still have not gotten it. What is the Lost in Mail Policy?
A: There's nothing worse than waiting for music. Unfortunately, Two Headed Dog has a (1) one month policy on items which appear to be lost in the mail for domestic orders. International orders have a one and one-half month policy before being re-shipped. If you have not received your order after this period of time after the shipping date, you can contact us and we will work on getting you another order shipped a.s.a.p. The reason for this period of time is because US/International Mail has no guarantee on the exact time it will take for the order to be received. Sometimes orders take longer than 1 week but are usually received within 1 month.

Q: When are orders shipped?
A: Most orders will be shipped out within 24-48 hours provided that the item is in stock. We attempt to maintain a constant stock in our warehouse of all items listed on this web site. While there are always titles that are temporarily out of stock, or become permanently unavailable unexpectedly, the great majority of titles listed are currently in stock.

Q: What if something is out of stock? Do you do backorder?
A: We will ship what's in-stock from your order and refund you the difference. We don't actually do back-order, so if something is listed as out-of-stock on your invoice, you'd need to re-order it. If you'd like to be notifed if something is out of stock PRIOR to shipping, please mention so in the "Order Comments" field.

Q: Do you take Pre-Orders?
A: Pre-ordering product is a great way to receive new releases on or near their street date. If you place a multiple item order that includes a pre-order, We'll ship your full order out when the pre-order is available to ship. If you'd like for us to ship what's available immediately, contact us and we can make the proper arrangements. *Release dates are indicated to provide an estimate of when your preorder will be in stock. Actual arrival dates may vary from the published release date.

Q: How can I pay for my orders?
A: We accept Visa, Mastercard, American Express and PayPal! You do NOT need to have a PayPal account to order via Credit Card from our online store.

Q: I emailed you, but haven't heard back. What should I do?
A: We only have one Customer Service person, and while they're very good at their job, there's only so much one person can do in a day. All questions are answered in the order they are received. You should receive a response within 24 hours. (Please note that Two Headed Dog and Customer Service are closed on the weekends and holidays, but we'll answer your questions as soon as we get back to the office.)

Q: If I can't find a release, who do I contact to special order product?
A: Simply contact us and we will do our best to get the product for you.

Q: Do I have to pay duties or tarrifs for international orders?
A: Unfortunately, the answer is often times 'yes.' Most countries have local taxes ranging anywhere from 10-25% of an imports' declared value. They do this to discourage people from buying imports. Legally, we must declare a value on all international shipments to eliminate the risk of orders being confiscated at customs. If we declare 'zero value,' it is very likely that your order will be confiscated or delayed. However, we will declare the minimum allowable value.

Q: How secure is your site?
A: Sites secured by GeoTrust SSL certificates are providing up to 256 bit encryption thereby offering the highest level of encryption and security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.