Physical items are made and shipped by the artist's team, so timelines vary from one release to the next. Here is how to find out where yours is.
Check your tracking first
Your shipping confirmation email contains the tracking link. It is sent the moment your order goes out.
If you cannot find it:
Check the inbox of the email address you used at checkout, including your spam folder.
Open your order in your account, where the tracking details also appear.
If tracking has not arrived yet
Look at the estimated ship window on the release page and in your confirmation email. Pre-order items, vinyl especially, ship when manufacturing completes rather than on a fixed date.
If that window has passed and you still have no tracking, message us with your order number and we will chase it.
If your pre-order is delayed
This happens most often with vinyl, where pressing plants slip.
When a ship window moves, we update the release page and email everyone who ordered with the new estimate, so you should not be left guessing.
If your order arrived damaged, wrong, or never arrived
We will make it right.
Message us within 30 days of delivery, or within 30 days of the end of the estimated delivery window if it never showed up. Include:
Your order number
A photo, if the item is damaged
We coordinate the replacement or refund with the artist's fulfillment team from there. You do not need to contact them yourself.
Changing your address or cancelling
If your order has not shipped, usually yes. Message us with your order number and the new address as soon as you can. Once a shipping label has been created we can no longer redirect it.
International orders
Most releases ship worldwide, and the countries available are shown at checkout.
International orders take longer, and your country may charge customs duties or import taxes when the parcel arrives. Those charges are set by your government rather than by EVEN or the artist, and they are not included in the price you paid at checkout.
Did your order include the digital release?
When a physical item includes the digital release, that is stated on the product, and the digital lands in your EVEN library straight away, or on release day for a pre-order. You can listen while the physical item ships.
If the digital is not showing, it is almost always a sign-in mismatch. Sign in with the exact email or phone number on your receipt.