Can I order over the phone? 
No. All orders are required to be processed via our website.

May I stop by a theater to make a merchandise purchase without seeing a performance?

No. The theater will not permit you to enter the building without a ticket to the performance to purchase merchandise. 

When I receive my order confirmation does this mean I have been billed?

Yes.

How do I pay using PAYPAL?
On the shopping cart page, click on the PayPal Check Out button located right under your total amount.

Please Note: items that include downloads & are not eligible for payment through Paypal

Can I use my pre-paid or gift card to pay for my order? 
We do not recommend the use of gift cards or pre-paid cards on our web site.

What if I have a large order?
Any order over $200 may be subject to an additional credit card authorization process.  This additional step is to protect you from fraudulent use of your card.

What if my credit card declines?
In the event that your credit card declines your order will not be accepted.  Please try again using a different form of payment (another credit card, or PayPal). 

GENERAL QUESTIONS

How will I know if there is a problem with my order?

We will email you with problems after the order has been processed. This can generally take up to 5 business days after the order is placed. Please ensure that you enter the correct email address when placing your order so that we can reach you if needed.

My country is not listed when I checkout, why is that? 

Shipping to the following countries is not available due to high risk of fraudulent orders and/or a low probability of delivery being successful.

Afghanistan, Angola, Argentina, Azerbaijan, Bahrain, Bangladesh, Bhutan, Bosnia & Herzegovina, Botswana, British Indian Ocean Territory, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Cocos (Keeling) Islands, Comoros, Congo - Brazzaville, Congo - Kinshasa, Croatia, Cyprus, Côte d’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, India, Indonesia, Iraq, Ireland, Israel, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Lesotho, Macao SAR, Madagascar, Malawi, Malaysia, Maldives, Mali, Mauritania, Mauritius, Mongolia, Morocco, Mozambique, Myanmar (Burma), Namibia, Niger, Oman, Pakistan, Philippines, Qatar, Russia, Rwanda, São Tomé & Príncipe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Somalia, South Sudan, Sri Lanka, St. Helena, Sudan, Tajikistan, Tanzania, Togo, Tunisia, Turkey, Turkmenistan, Uganda, United Arab Emirates, Ukraine, Uzbekistan, Venezuela, Vietnam, Western Sahara, Yemen, Zambia, Zimbabwe

No, there are rare occasions that an item posted on the website as “in-stock” actually has no inventory available. To check the stock of an item prior to placing an order, send an email to help@creativegoods.nyc. 

If my item is out of stock will I need to re order or will it be shipped to me automatically?
If an item that was ordered is out of stock, your order will be canceled and you will be asked to re-order the item when it becomes available again. We ask that you check the website regularly for availability updates. 

Are the items on your web site official merchandise? 
Creative Goods Merchandise is the official merchandise supplier for all of the productions represented on our website. All our products were approved by the production team of each show. 

How are credit card orders billed? 
All credit card billing will appear on your statement as “Creative Goods Merchandise”.

Do the shirts displayed match the actual shirt? 
Some colors on your computer screen may not exactly match the actual print on the shirt.

Are all products on your website available at the theater? Are all products at the theater available on your website?
Select items are sold only on our website and/or only at the theater. Not all merchandise will be available both at the theater and on the website.

Can you send me autographed items?
Creative Goods only handles the merchandise operations and therefore we do not have access to autographs. The only way to receive autographs is to wait outside the theater stage door following a performance.

Are you able to pass along fan mail?
We cannot pass along any fan mail. Any fan mail sent to us, including emails will be discarded.

Can I buy a gift certificate to either use at the theater or on your website? 
Creative Goods Merchandise does not currently offer gift certificates. 

PRE-ORDERS

The estimated ship date on pre-orders is subject to change pending any production delays from the production or manufacturing company. The pre-order product posting will reflect the most current ship date information, so please periodically check the product posting for updated information.

 

Since the merchandise has a future release date, all pre-orders will remain “processing” until the physical merchandise has shipped. Unless contacted by Creative Goods Merchandise to say there is a problem with your order, a “processing” status is an indicator that your order has been received and funds successfully secured to reserve you the merchandise for the release date.

I placed an order for several items, one being the pre-order merchandise? When will my order ship?
Orders that contain a preorder item will not ship until all the items are available. If you order a pre-order item along with an item that is currently available for shipping, then we will wait until the pre-order item is available to ship the entire order. If you would like to receive your other items before the pre-order item is available, please place a separate order.
International orders that contain a pre-order item will not be broken up.
We always try to have a pre-order shipped out by the release date. However, occasionally we may be waiting for a manufacturer or supplier to send us items for the pre-order. In this scenario, trust that Creative Goods Merchandise is doing all it can to obtain the items required to fulfill your order as quickly and efficiently as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact our customer service - help@creativegoods.nyc

GIFT CARDS

How do I use my Creative Goods Merchandise e-gift card?
The e-gift card is accepted on the Creative Goods website and all subsidiary websites just like a credit card. The amount of every purchase you make will automatically be deducted from the value on the e-gift card. If the purchase value exceeds the available funds, you will be asked to provide an additional form of payment.

Can I use my e-gift card at a theatrical venue in New York or around the world?
No. The Creative Goods Merchandise e-gift card is only accepted online and cannot be used to make purchases at theaters in New York and around the world.

How can I check the balance of my e-gift card?
After logging into your Creative Goods account, simply click the GIFT CARD link in the left hand menu. There you can view your balance, see usage history, and redeem new gift card codes.

Does my e-gift card have an expiration date?
No. Creative Goods Merchandise e-gift cards do not expire.

Can I get a physical copy of my e-gift card?
No. At this time, we only offer electronic gift cards

Can I return my gift card?
No. All gift card sales are final. No portion of a gift card can be refunded. 

 

EMPLOYMENT

Is Creative Goods hiring?

We are constantly on the search for motivated and qualified individuals to join our team. Please send resumes and other job related correspondence to employment@creativegoodsnyc.com.