Support

FAQs

Below are the answers to your most frequently asked questions. We’ve made every effort to provide you with the information you need but if you have still have questions please email us at info@mayasmusic.com.

Ordering

How can I place an order?

Call 800-521-2323 to order by phone, Monday-Friday 8:30am-5:00pm PST. You may also order online 24 hours a day, 7 days a week. Prices are subject to change without notice.

What Forms Of Payment Do You Accept?

We accept the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • Money Orders – COD Only
  • Cashiers Checks – COD Only

Your credit card will not be charged until the order is shipped. Money orders and cashier’s checks are to be made out to MAYAS MUSIC and sent to Mayas Music Attn: Order Dept. 15500 Erwin St. #1005, Van Nuys CA 91411.

Can I add or delete items to an order once it’s been placed?

If you would like to add or remove items from an order, please call 800-521-2323. A customer service representative will attempt to accommodate this action, however, please note that orders are processed rapidly and are not always able to be changed before shipping.

I need to cancel my order. What do I do?

Call 800-521-2323 and a customer service representative will research your order. In an attempt to ship orders a soon a possible, please note that it is not always possible to stop an order once it has been placed.

What is the average ETA for backorders?

Most backorders can usually be processed within 2-3 weeks. For more information regarding product availability, please email us at orders@mayasmusic.com.

How do I know if any of the items I ordered are on backorder?

Our website will usually indicate whether or not an item is on backorder.

Shipping

How long will it take to ship my order?

Most in stock orders ship out within 24-48 hours. We ship most orders placed before 1:00pm PST Monday – Friday on the same day.

Do you ship internationally?

At this time, we do not ship to international destinations. If you’re interested in obtaining information on how to buy Mayas Music products in your country, please email us at info@mayasmusic.com

Do you ship to Alaska, Hawaii or Puerto Rico?

Yes, please contact us for shipping and rate information.

Do you ship to P.O. Boxes and APO/FPO addresses?

Yes, all deliveries to a domestic P.O. Box or APO/FPO address must be shipped via U.S. Mail. You will need to select U.S. Mail as the delivery option for the order to be processed and shipped. Please enter address information in the appropriate boxes and double-check for typos and other errors. Incorrectly entered addresses may unnecessarily delay shipment.

If you are having trouble entering an APO or FPO address on our order form, please follow these steps:

  • City field: Enter APO or FPO.
  • State field: Enter the two-letter code for the region where the recipient is stationed. Typically, but not always, the code is AE for recipients stationed in Europe, Canada, Africa, or the Middle East; AA for recipients stationed in the Americas; and AP for recipients stationed in Asia or the Pacific.
  • Country field: Always select “United States” from the drop-down menu regardless of where the recipient is stationed.

Do you ship to Prisons?

Yes, but we strongly suggest you contact the prison first to confirm that they accept deliveries and to note any special regulations the prison might have. Some prisons don’t allow delivery of cds or dvds with books. Others place a limit on the number of items contained in a package.

We cannot allow gifts to be sent anonymously to inmates; the sender’s billing address will appear on the order invoice.

Because inmates cannot sign for deliveries, packages must be sent via U.S. Mail. To avoid delivery problems, you might consider having the items shipped to you so that you may ship them directly to the prison via U.S. Mail.

Will you ship to a different address than my billing address?

Yes, but you will need to provide proper billing information for the credit card you will be using. You must provide the 1) cardholder’s name; 2) billing address on file with the credit card company; 3) security code on the back of the card (3 digit code).

Returns

What is your return policy?

Due to the nature of the products that we sell, we regret that all items are non-returnable. Merchandise is returnable only if: 1) It is defective or 2) There was a shipping error.

What should I do with defective product?

Our apologies for the difficulties you have experienced. Please exchange this product to the store of purchase. If you are unable to make this exchange and reside in the U.S., please call our customer service department at 800-521-2323 to request an RMA number. (If you purchased the product directly from Mayas Music, please contact us directly. Return requests must be made within 10 days of receipt of the product to be returned. Please note that any returns shipped to Mayas Music without an RMA number will be discarded or returned to the sender.

When returning a defective product, you must do the following:

  1. Include a copy of your packing invoice and describe the defect or error in writing on the packing invoice included with the return. Please be sure to include your current contact information.
  2. Clearly mark the box with your RMA#.
  3. Mail your return to:

Mayas Music Publishing, Inc.
ATTN: Customer Service Defective Product
15500 Erwin St. #1005
Van Nuys, CA 91411