Getting Started

Is this site the same as Wherehouse.com?
The Kiosk site is nearly identical to Wherehouse.com except for the following functional differences:

1. You cannot trade in your old CDs, DVDs and video games on the Kiosk.
2. My Stuff page is not available on the Kiosk.
3. Pricing on the Kiosk may be slightly different than Wherehouse.com.
4. You can choose to have your order shipped to your Wherehouse Music store as well as to your home or office. All ship-to-store orders include FREE SHIPPING!
5. All ship-to-store orders are charged sales tax.
6. Customers may return any Kiosk order to any Wherehouse Music store.

Additionally, the Welcome Page of the Kiosk looks much different from the Welcome Page at Wherehouse.com. Please note: You cannot reach the Kiosk site from anywhere else on the Internet except the Kiosk unit.

How do I find what I'm looking for?
The quickest and most efficient way to find what you want on the Kiosk is to use our Search Box, which is located at the top of each page. You can search for music, movies or games.

What happened to the credit in my old account on WherehouseMusic.com?
If you had an account with credit on the old WherehouseMusic.com site, we'll soon be transferring the remaining credit balance to your new Wherehouse.com account. We will notify you by e-mail when the transfer is complete. We'll also let you know what your new password is to access your new Wherehouse.com account. Be sure to look for that e-mail in the weeks to come!

How do I Sell to Wherehouse?
You cannot sell to Wherehouse via the Kiosk web site. However, you can sell your used CDs, DVDs and video games at Wherehouse.com or at any Wherehouse Music store.

How do I set-up an account?
Setting up an account is easy, and it only takes a minute. From our sign up page, you'll need to enter a few pieces of information to establish your personal account. We won't ask you for your shipping and billing information until you place your first order. Click MY ACCOUNT from the top right of any page if you ever need to make changes (i.e. a new shipping address or different credit card information). Please know that all of your personally identifiable information is private and will not be shared with or sold to any outside firms.

Wherehouse.com recognizes the importance of protecting children, and we abide by the provisions of the Children's Online Privacy Protection Act (COPPA). Children under the age of 13 are not allowed to register on the Kiosk site as members of Wherehouse.com.

How do I change my account information?
Click MY ACCOUNT from the top right of any page -- log in if you haven't already. From here you have the option of editing your account information or changing your shipping and/or billing address. When finished, click on SUBMIT. Your account information will be updated for your next shipment. Please note: Your new account information will be used on your NEXT ORDER.

I forgot my password. Can you help me?
On the Kiosk site we cannot help you with your password if you've forgotten it.  You must go to Wherehouse.com to have a new password e-mailed to you.

How do I know my account information is kept private?
Wherehouse.com is committed to the complete privacy and security of your shopping experience. Your personal information will never be sold, and you can withdraw your name and close your account at any time by contacting our Customer Service Department at customerservice@wherehouse.com. We encourage all Wherehouse.com users to review our Privacy Policy if you have any other questions.

I've tried to sign-up and it said "This e-mail is already in use." What do I do now?
You've already signed up -- although you may not remember it! Try logging in with your e-mail address and favorite password.

Do I need a credit card to open an account?
No, you do not need a credit card to open an account. You also do not need a credit card to place an order providing you are using trade-in credit to cover the entire amount of your purchase. You will need to have a credit card stored within your personal "My Account" section when placing an order otherwise.

Buying [back to top]

How do I place an order on the Kiosk web site?
If you have had any experience on other online shopping sites, you will have no problems placing an order on the Kiosk site.

If you are new to shopping for things online, that's okay, too. Just browse the site and find some music, movies or games that you want to purchase. Next to each item you will see an "Add to Cart" button. When you click the button, the item will be added to your Shopping Cart. Don't worry about changing your mind. You can always delete things from your Shopping Cart. Just because you add something to your Shopping Cart, doesn't mean you must purchase it.

Once you have filled your Shopping Cart with everything you want, just click on your Shopping Cart (at the top of the page), and follow the directions to check out.

How does the standard checkout procedure work?
When you place your first order on the Kiosk, you will need to enter in your information and create an Account, if you have not done so already. Then, select the items you'd like to purchase. Either click the "Buy" or "Add to Cart" button located next to the items of your choice. Just fill out the forms for credit card information, billing address, shipping options, etc., and after each step just press the continue button until you are finished. If you are a returning customer, you will notice that your previous billing, shipping, and payment information will be conveniently displayed in the appropriate spaces.

Note that you can also choose to have your order shipped to the store from where you're ordering. Choosing this option in the checkout process automatically fills-in the Shipping Address with the store's address.

Can I mix New and Used items in my shopping cart?
Absolutely! You can buy any combination of New and Used merchandise in just one transaction. You can also use all, part or none of any trade-in credit you might have. Your credit is yours and will not expire.

How do I know the used stuff I buy is of good quality?
We have hundreds of thousands of used CDs, DVDs and video games in inventory at very reasonable prices. Every used item we stock is in excellent condition, is thoroughly inspected and includes all original elements (i.e. inserts, instructions, etc.). Plus, we have a (30) day satisfaction guarantee on everything we sell to be free of defects. Our goal is for every customer to be 100% satisfied with their used product purchase.

Where does the Kiosk accept orders from?
Currently Wherehouse.com accepts orders from all 50 United States, Puerto Rico, Canada and the United Kingdom.

What if one of the items I ordered isn't available? Do you credit my credit card for the cost of that item?
We never charge for an order until it's been shipped. If an item needs to be canceled from the order, we'll change the order total BEFORE we charge your card. You'll always be notified via e-mail when this happens.

What is a backorder?
Items that go out of stock after they have been ordered will be marked "Backordered" on your packing slip. We hate when this happens too, and it almost always means we have just run out of that item and will have it in stock within a few days. Don't worry, you will not be charged for a Backordered item until it ships. When a backorder is finally shipped we will contact you by e-mail. An item will only remain on backorder for 5 days. After 5 days if a backordered item is not shipped it will automatically be cancelled. You can view the status of your order going to the My Account page.

I just placed an order and didn't receive an e-mail confirmation. Does that mean my order didn't go through?
In some cases, yes…but not always. Please contact our Customer Service Department via e-mail at customerservice@wherehouse.com, if you haven't received an e-mail within ten minutes of placing your order. Our customer service reps are able to determine if your e-mail confirmation somehow was skipped, or if your order just plain didn't go through.

Can I make changes to an order?
No, unfortunately once an order is placed and finalized no changes can be made. You can contact Customer Service at customerservice@wherehouse.com if you have any questions.

Searching and Browsing [back to top]

How do I browse the Kiosk site?
The Kiosk site is set up to be easy to navigate and find exactly what you're looking for. You'll find that the site is broken up into 3 main categories: Music, DVD and Games.  Each of these categories feature links to specific genre pages. For example, you'll find links to pages dedicated to Comedy, Drama and Horror, just to name a few, on the DVD category page. Throughout the site you'll also find lists of Top Sellers, Bargains and much more.

How do I find the exact item I'm looking for?
Searching is easy and simple on the Kiosk site. We offer many different searching options. For instance, if you're searching for a particular song by a particular band, you can search by song title, band name or album title. You can also search for a DVD by title, actor, director, crew or studio. To search for a particular game you can search by title or company. We also offer genre searching for CDs and DVDs, and for games we offer genre and platform searching.

How does the Notify Me feature work?
If you are interested in purchasing New or Used Product that happens to be out of stock at the moment, just hit the "Notify Me" button. Your information will be stored and once the product becomes available, we will inform you via e-mail that this product is now in stock.

Payment Options [back to top]

What types of credit cards to you accept?
We accept Visa, Master Card and American Express.

Is my credit card charged immediately?
No, we will never charge you for anything until it has shipped to you. If you feel that we have made an error please contact Customer Service at customerservice@wherehouse.com.

Can I place an order without using a credit card?
You can only place an order without using a credit card if you have enough credit in your account to cover the entire amount of your order. If not, you'll have to provide a credit card to cover the balance or the entire amount of your order.

How do I know my credit card is safe?
The Kiosk site and wherehouse.com utilize a number of encryption and security devices to make your shopping experience a safe and happy one. We utilize SSL (Secure Sockets Layer) technology to encrypt your information before it is sent over the Internet. All of your personally identifiable data is private and is never shared with or bought by any outside organization. We advise all of our users to protect their credit card number by never sending that number (or your password) via e-mail. Our Customer Service representatives will never ask you for this vital information. Instead, you can securely update your credit card by logging in and visiting your Account Page. Additionally, please do not walk away from the Kiosk without first logging out. This will protect your personal information and account from other users.

How do you even know that the credit card I give you is real?
We place an authorization with your bank. An AUTHORIZATION is NOT a charge -- we merely check your credit card to make sure that it is valid and that the address and other information are correct.

What is this $1 charge from Wherehouse.com on my credit card bill?
Rest assured, this is NOT a charge -- it is what the banks call an "authorization." In order to verify that credit card information is valid, Wherehouse asks the bank electronically. To perform the check, some banks place a "hold" on a small amount of funds, often one dollar. This allows their system to verify that an account is active. Every bank handles this differently -- but the funds remain in your account.

What if one of the items I ordered isn't available? Do you credit my credit card for the cost of that item?
We never charge for an order until it's been shipped. Therefore, you won't have to worry about or wait for us to post any credit to your card if your product is not available.

If the product is a Future Release or backorder will my credit card be charged?
No, we will never charge for an order until it's been shipped.

Shipping [back to top]

What are my shipping options?
The Kiosk and Wherehouse.com primarily ship items via USPS, but a variety of carriers may be used (USPS, UPS, FedEx or DHL). We offer competitive shipping charges and you will never have to pay for returns. We feel that providing you with exceptional shipping services is a reflection of the overall superior shopping experience that makes Wherehouse.com stand out in the crowd. If you have further questions regarding shipping, please contact Customer Service by e-mail at customerservice@wherehouse.com.

On the Kiosk site you can choose to have your order shipped to your home or office (as on Wherehouse.com) OR you can have your order shipped to the Wherehouse store from where your order is being placed.

Can I have my order shipped to another Wherehouse Music store?
No, you can only have your Kiosk order shipped to the store where your order originated.

If I chose ship-to-store, how will I know when my order has been delivered?
A Wherehouse Music store associate will call you at the number you provided during the registration and order process.

How much will I pay for shipping?
There is no charge for shipping on all ship-to-store orders. Ship to home or office orders are charged as follows:

Standard Shipping is $3.49 for the first item and $1.00 for each additional item.
International Shipping is $10.99 for the first item and $2.00 for each additional item.

How long will it take to get my order?
Please allow 7-10 business days to receive your order via USPS standard shipping. Orders for Used product are typically shipped within 72 hours. Orders for new product may take slightly longer and may arrive separately.

How do I pick up my ship-to-store order?
When you complete your Kiosk order the Kiosk unit will print out a receipt and voucher detailing your order. PLEASE KEEP THESE RECEIPTS!! When notified that your order has arrived simply return the voucher to the store to claim your order. You may keep the receipt for your records.

Does Wherehouse.com ship to foreign countries?
Currently Wherehouse.com ships to all 50 United States, Puerto Rico, Canada and the United Kingdom.

Why did I only receive part of my order?
We currently ship our merchandise from two different locations. If you ordered more than one item you may receive two packages depending upon your order.  Typically, used merchandise will ship first and new merchandise will soon follow.  You can always check the status of your order on the Order Status page.

I'm trying to find out when and if an order I recently placed was shipped. How do I go about doing this?
Log-in and click on ORDER STATUS from the top right of any page and it will show you the status of every order you've placed and whether the order was processed, shipped, backordered, deleted or cancelled. If you are still concerned, please feel free to contact our Customer Service Department at customerservice@wherehouse.com, and we'll be happy to answer any questions you might have.

Can you ship to a P.O. Box?
Yes.

How much sales tax will I have to pay?
Wherehouse.com collects sales taxes when required by law. All ship-to-store orders placed on the Kiosk are charged sales tax. If you choose standard home or office delivery you will only pay for shipping if the "ship to" destination is California or Florida.

If I am shipping an order to another state, which tax rates will be used?
If the state you are shipping to is either California or Florida you will be charged the appropriate tax for that state, otherwise no tax will be applied.

Returns [back to top]

How do I return an item?
Unlike Wherehouse.com, all Kiosk orders may be returned to a Wherehouse Music store when accompanied by your order receipt. We will only accept returns within 30 days of receipt of your shipment (including gifts). Unopened product can be returned for an exchange or a full refund and opened items can be returned, if defective or damaged, for the same item.

You may also return an item via the Wherehouse.com procedures. Utilizing our pre-paid return label or contacting Customer Service at customerservice@wherehouse.com for a pre-paid return label and RA number.

What are the Wherehouse.com return procedures?

BEFORE RETURNING AN ITEM PLEASE DETERMINE IF THE ITEM WAS SHIPPED FROM OUR CALIFORNIA OR FLORIDA DISTRIBUTION CENTER. YOU CAN TELL FROM WHERE THE ITEM WAS SHIPPED BY LOOKING AT THE RETURN ADDRESS LABEL ON YOUR PACKAGE. LOOK FOR CARSON, CALIFORNIA OR CORAL SPRINGS, FLORIDA.

Returning merchandise shipped from our California distribution center:
Merchandise shipped from our California distribution center will have a pre-paid return label attached to the packing slip for your convenience. Should you ever need to return an item to our distribution center simply fill out the Returns Procedure card with the Title of the item, reason for return (please use a reason code) and instructions for Wherehouse.com (Replace or credit). Include the card with your returned merchandise and try to use the original packaging your order arrived in, if possible. Then, stick the pre-paid shipping label on the outside of the package and mail it to us.

Returning merchandise shipped from our Florida distributor:
Any merchandise returned to our Florida distribution center requires an RA (Return Authorization) number. RA numbers are issued by Wherehouse Customer Service at customerservice@wherehouse.com. Any items returned without an RA number will not be accepted and may result in extra charges for the item to be shipped back to you.

Merchandise shipped from our Florida distribution center does NOT include a pre-paid return label with the packing slip. When you request an RA number we will also have a pre-paid shipping label sent to you. You can identify a product shipped by our Coral Springs, Florida distributor by the return address label on the package.

Please allow at least 7-10 business days from shipping date to process the return. If you have further questions about the status of your return, please e-mail Customer Service at customerservice@wherehouse.com.

What if I've lost or thrown away my Packing Slip along with the pre-paid return label?
Please e-mail Customer Service at customerservice@wherehouse.com. We will send you another pre-paid return label.

Do I have to pay for shipping to return an item?
We include a pre-paid shipping label with all orders shipped from our distribution center. For orders shipped from our Florida distributor, please contact Customer Service at customerservice@wherehouse.com to request a pre-paid shipping label AND a Return Authorization number.

How long will it take to have the return amount credited to my credit card account?
That will depend on when we receive your return. As a general rule, please allow at least 7 - 10 business days from the time you ship the return back to us. If you have further questions about the status of your return, please e-mail Customer Service at customerservice@wherehouse.com.

If I used my trade-in credit on an item that I must return, will I be reimbursed?
Yes, if credit was used as a payment method on a returned purchase we will credit your account.

Contact Information [back to top]

How do I contact Customer Service?
Wherehouse.com is dedicated to getting your questions answered and your concerns addressed. Below, you will find ways in which to contact us. Please let us know if there is anything we can do for you.

Customer Service e-mail address: customerservice@wherehouse.com

If you would like to send Wherehouse.com comments or questions for any reason, please use the following address:

Wherehouse Customer Service
2230 E. Carson Blvd.
Carson, CA 90810

Can I contact a store regarding a Kiosk order?
You may contact a Wherehouse Music store regarding a Kiosk order. Store personnel will be able to tell you if your order has arrived. For other questions, please contact Customer Service at customerservice@wherehouse.com.

Coupons [back to top]

Does Wherehouse.com offer coupons?
Yes, on occasion, the Kiosk site, Wherehouse.com and Wherehouse Music stores offer coupons. However, some coupons are exclusively for use at Kiosk site, Wherehouse.com OR Wherehouse Music stores. Please see coupon for details.

How do I use a coupon on the Kiosk site?
All coupons, available for use online, will include an alpha-numeric Promotion Code. Simply enter the promotional code into the Promo Code field during check-out and the total of your order will be automatically adjusted.

Can I use more than one coupon at a time?
Unless otherwise noted, you can only use one coupon per order.

Can I use a coupon more than once?
Some coupons/promo codes can be used more than once. Please note that all coupons do have expiration dates. We cannot accept expired coupons.

Gift Cards [back to top]

General Information [back to top]

Music
What does it mean when a music item has "Parental Advisory" on it?
PARENTAL ADVISORY EXPLICIT CONTENT - This is a notice to customers that the songs may contain strong language or depictions of violence, sex or substance abuse. Parental discretion is advised.

Movies
What do various movie ratings mean?
G (General Audiences) - Appropriate for all ages.

PG (Parental Guidance Suggested) - Some material may not be suited for children.

PG-13 (Parents Strongly Cautioned) - Some material may be inappropriate for children under 13.

R (Restricted) - Under 17 requires accompanying parent or adult guardian.

NC-17 (No Children Under 17) - No one 17 and under admitted.

NR (Not Rated) - The film was never submitted for rating.

Games
What do various game ratings mean?
EC (Early Childhood) - Has content that may be suitable for children ages three and older and does not contain any material that parents would find inappropriate.

E (Everyone - Kids to Adults) - Has content that may be suitable for persons ages six and older. May contain minimal violence, some comic mischief or some crude language.

T (Teen) - Has content that may be suitable for persons ages 13 and older. Titles in this category may contain violent content, mild or strong language, and/or suggestive themes.

M (Mature) - Has content that may be suitable for persons 17 and older. These products may include more intense violence or language than product in the Teen category. These titles may also include mature sexual situations.

AO (Adults Only) - Has content that is suitable only for adults. These products may include graphic depiction of sex and/or violence. "Adult Only" products are not intended to be sold or rented to persons under the age of 18.

RP (Rating Pending) - Product is awaiting final rating.

Descriptions of Product's Content

Animated Blood - Animated/pixilated or cartoon like depictions of blood.

Blood - Contains depictions of blood.

Blood and Gore - Contains depictions of mutilations or dismemberment of body parts.

Comic Mischief - Contains scenes depicting activities characterized as slapstick or gross vulgar humor.

Edutainment - Content of product provides user with specific skill development or reinforcement learning within entertainment setting. Skill development is an integral part of the product.

Gambling - Depictions of betting-like behavior.

Gaming - Depiction of betting-like behavior.

Informational - Overall content of product contains data, facts, resource information, reference material or instructional text.

Mature Sexual Themes - Contains provocative material, including depiction of the human body in either animated or photographic formats.

Mild Language - Product contains the use of words like "damn."

Mild Lyrics - Mild references to profanity, sexuality, violence, alcohol, or drug use.

Mild Violence - Scenes or activities which may depict characters in unsafe and/or violent situations.

Some Adult Assistance May Be Needed - Children may need assistance.

Strong Language - Commonly referenced four-letter words.

Strong Lyrics - Profanity and explicit references to sex, violence, alcohol, or drug use.

Strong Sexual Content - Graphic depiction of sexual behavior and/or the human form in either animated or photographic detail (i.e., frontal nudity).

Suggestive Themes - Mildly provocative references or materials.

Use of Drugs - Product contains images of the use of drugs in a manner which condones or glorifies their use.

Use of Tobacco and Alcohol - Product contains images of the use of tobacco and/or alcohol in a manner which condones or glorifies their use.

Violence - Scenes or activities, which involve violent acts.