Shipping

  • When you order an item from Lonesome Music Group, LLC aka “Evan Bartels”, your order details (including your payment method) are sent to our e-commerce vendor, Shopify. We process your order and then ship it directly to you based on the order details and shipping address you provide.

  • We are a small, independent operation and do our best to fulfill orders as quickly as they arrive. When an order arrives during business hours (9:00 am – 5:00 pm CST) on a business weekday (Monday-Friday), we work to generate a shipping label per your selected shipping method and fulfill within two business days.

    There are several factors that may affect the speed at which your order is processed:

    Incorrect inventory numbers at the time of ordering — We use the same inventory for both tour stock and e-commerce, and sometimes our inventory numbers get off. When this occurs, we will contact you (the customer) and discuss either a refund or an equal value item swap.

    Pre-Order Items — We will often run pre-orders on new items to help us estimate order quantities. Pre-ordered items haven’t been created yet and therefore cannot be fulfilled quickly. We provide an estimated shipping date range (normally within two-weeks of pre-order announcement) in the pre-order items. We are not liable for delays due to our vendors who produce the products we sell.

    Time of order purchase — If an item is purchased on a weekend, a holiday, or while the inventory stock is on tour, this will affect the speed at which we generate a label and drop-off to our shipping partners.

  • We offer several shipping options depending on your geography. We partner with the USPS, UPS and DHL, each of whom provide various speeds of delivery. At your time of checkout, you will select the shipping service provider and their speed of delivery.

    Once we process your order and handoff your package to your selected shipping provider, it is the provider’s responsibility to fulfill delivery within the timeframe stated via the shipping method. We are unable to influence the speed of delivery after we have processed your order and handed it off to our shipping partners.

  • An automatic email with tracking info is sent to the email provided at checkout. This email may be addressed from Shopify. If you are having issues locating the email, please check your spam filter.

  • We package your items well to ensure a safe shipment to your delivery address. After we handoff your packaged order to our delivery partners, we are longer responsible for the handling and delivery of your order—responsibility for any delays in shipping, lost, stolen or undelivered items are that of the shipping provider. As a customer, it is your responsibility to file claims and follow-up with the shipping provider after your order has shipped.

    Below are some helpful links on where to start a claim process.

    USPS
    Find Missing Mail
    File a Claim: Domestic
    File a Claim: International

    UPS
    File a Claim

    DHL
    Lost and Damaged Claim

Returns & Refunds

  • If a damaged or mislabeled item was accidentally let through quality control, or was damaged due to improper packaging during shipment, we take full responsibility and provide a free replacement. We deny responsibility for damaged goods if they were packaged correctly and destroyed due to poor handling from the shipping provider.

    Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted to the shipping carrier through their respective channels. Claims deemed an error on our part are covered at our expense.

    To file a claim, please share a detailed description of the problem and add quality photos where we can see the issue. Claims may be emailed to info@evanbartels.com.

  • Lonesome Music Group, LLC aka “Evan Bartels” only offers refunds for damaged or mislabeled products, not for buyer’s remorse.

    Additionally, wrongly ordered product sizes won’t be eligible for refunds or exchange, so please double-check your order info before submitting.

  • Step 1: Make sure that the order is actually lost in transit

    Find the tracking link in one of our order notification emails and look at the tracking log.

    If you see limited or no entries in the tracking log, the package was most likely lost in transit (jump to Step 2).

    Step 2: Confirm the shipping address if it’s past the estimated delivery time

    If the address was correct:
    We recommend getting in touch with your local post office to see if your order is there. You can also check in with your neighbors to ask if they might have seen your package.

    If the address was incorrect:
    The package should be sent back to us and we’ll update the shipping address and reship it for you. Please note that you would be responsible for the shipping costs, so let us know how you’d like to proceed.

    Step 3: Submit a problem report
    If your shipping address was correct and the order still hasn’t arrived, submit a claim to the appropriate shipping provider.

  • If the shipment’s tracking states that it was delivered, but you haven’t received it, Lonesome Music Group, LLC aka “Evan Bartels” won’t cover the cost of reshipping or refunding the order.

    Sometimes packages can be left in an unexpected location at your address. We recommend you inquire if any additional details were left by the delivery staff and reach out to the carrier to file a claim.

    Please note that Evan Bartels doesn’t cover refunds due to carrier errors or if items were stolen.