FAQs

WHERE IS MY PRE-SALE CODE?

Your Pre-Sale code will be located in the “Promo Codes” section of your account profile. 

Simply log into your account at knotfest.com, hover over your name in the upper right, select ‘My Profile’ and click on Promo Codes. 

TECHNICAL QUESTIONS

 I CAN’T REMEMBER MY USERNAME/PASSWORD:

In the event that you forget your password, you can request a new password by clicking the “Forgot Password” link at the bottom of the login form.

Can’t remember the email address associated with your account? Email help@knotfest.com for help.

 

WHAT DO I DO IF I’M HAVING TROUBLE RECEIVING EMAIL UPDATES?

If you aren’t receiving emails from Knotfest.com’s team, please check your spam folders, and add noreply@knotfest.com and help@knotfest.com to your address book and as an allowed address to any spam filters you may have.

Still having issues? Email us at help@knotfest.com

CONTEST INFO:

For entry into any Knotfest Contest see below (Premium or Otherwise)

MAIL-IN ENTRIES TO: 
KNOTFEST (Enter Contest You'd Like to Enter) GIVEAWAY
16921 S Western Ave #300
Gardena CA  90247

Included a letter with your LEGAL NAME + EMAIL ADDRESS.

MEMBERSHIP QUESTIONS

HOW DO I JOIN KNOTFEST.COM?

To learn more about joining Knotfest.com and about subscription fees, please visit knotfest.com/join

WHAT ARE THE BENEFITS TO BEING A MEMBER?

KNOTFEST, a mind-blowing, expanded experience that is a celebration of loud music, art & culture, has merged Slipknot’s OUTSIDE THE 9 fan club and will now offer fans of both, SLIPKNOT and heavy culture, the opportunity to gain access to a wealth of exclusive content and unique opportunities first. Digital memberships start at $6 a month or $50 annually.

DIGITAL – $50 ANNUAL / $6 MONTHLY

Knotfest Premium Subscription 

  • Priority Access to:
    • Slipknot Headline shows
    • Knotfest Festivals
    • Knotfest Roadshow
    • Knotfest Presents shows
    • Unique VIP Experiences
    • Additional Major Tour and Festival Offerings
  • Expanded exclusive content drops from Slipknot and the biggest artists in the culture including performances, interviews, AMAs, Meet & Greets and more.
  • Access to enhanced visual, audio, and editorial content from the Knotfest website
  • One-of-a-Kind Contests and Giveaways involving your favorite artists
  • Exclusive Knotfest Forum 
  • Knotfest members only private Discord channel (Annual membership only)
  • Access to exclusive merchandise 
  • First drop access for merch collabs 
  • And More…

 

ARE SUBSCRIPTION FEES CHARGED MONTHLY OR YEARLY?

Subscription fees are charged automatically either Monthly or Yearly depending on the frequency you choose.

WHAT IS THE KNOTFEST.COM SUBSCRIPTION REFUND POLICY?

Due to the nature of an online fan club, where benefits include access to exclusive photos, video, audio, text and community content that becomes available at the time of purchase, subscription dues are non-refundable. Subscriptions do not guarantee pre-sale tickets, only the ability to participate in the pre-sale. Please be aware that your subscription is valid for either  one year or one month from the date you originally purchased your subscription.

Your subscription to Knotfest.com will automatically renew at the end of the subscription period unless you cancel your Paid Membership via your account profile. Cancellation of your subscription will take effect the day after your last day of subscription and you will be downgraded to the Free tier. We do not provide refunds or credits for any partial membership subscriptions.

HOW DO I CANCEL MY SUBSCRIPTION?

If you would like to review and update your account or would like to cancel your subscription so that you are not automatically renewed and billed after the end of the subscription term, then please visit your profile page and click on “Manage Membership”.

The Knotfest.com subscription is good for one year or one month and will automatically renew. Members will be reminded prior to the auto-renewal with time to cancel their membership (or they can cancel their subscription at any time during their subscription period). Members can cancel or downgrade at any time during their subscription period, however no partial refunds will be issued. All subscription sales are final.

WHO CAN I CONTACT WITH OTHER QUESTIONS?

For any other questions related to your subscription you can contact help@knotfest.com.

BILLING QUESTIONS

 DOES MY SUBSCRIPTION AUTOMATICALLY RENEW?

Yes. We will automatically renew your subscription and charge your card each billing period until you cancel.

HOW DO I RENEW MY SUBSCRIPTION?

Your Knotfest.com subscription will automatically renew when your next subscription period is up. We will charge the credit card that you have on file in our systems. If your card is no longer active, be sure to update your credit card information under “Manage Membership”. If we are unable to charge the card on file, you will be downgraded to the free tier and you can purchase a new membership at anytime.

If you would like to review and update your subscription or would like to cancel, please visit  your profile page.

IS IT SAFE TO USE MY CREDIT CARD?

Yes. To safeguard your credit card information, we use SSL (Secure Socket Layers), the most advanced online security system available for processing online credit card transactions. SSL encrypts all ordering information so that no part of your order, including your name, address and credit card number, can be read in transit by a third party.

HOW CAN I CHECK MY NEXT BILL DATE OR BILLING HISTORY?

Information on your subscription and subscription renewal date can be found under the “Manage Membership” section of your user profile.

STORE QUESTIONS

GENERAL QUESTIONS

CAN I CHANGE MY ORDER? 

Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed. 

If you haven’t yet received a shipping confirmation, we may be able to process an address change or cancellation. Please reach out to us at the email listed above, select the appropriate category, and we’ll make every effort to accommodate your request! 

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

ONCE I PLACE AN ORDER, WHEN WILL MY ACCOUNT BE CHARGED?

If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at the email listed above.

CAN I PLACE AN ORDER OVER THE PHONE?

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at the email listed above and we’ll do our best to help.

CAN I GET A DIFFERENT SIZE OR COLOR THAN WHAT IS OFFERED THROUGH THE STORE?

No. If a size, color, or other variant doesn’t appear online, it is not currently available.

WHAT HAPPENS IF YOU RUN OUT OF STOCK OF AN ITEM I’VE ALREADY ORDERED?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

WHAT IS THE SALES TAX ON MY ORDER?

Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.

HOW DO DISCOUNTS AND SPECIAL OFFERS WORK?

And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon, and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed, or otherwise restricted. Returns or cancellations of any portion of a purchase require equal forfeiture of offer or amount equal to offer. Universal Music Group has the right to end or modify any promotion at any time at its sole discretion. other restrictions may apply. Offers only apply to the United States unless otherwise noted.

PRE-ORDERS

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I ORDERED AN ITEM LISTED AS A “PRE-ORDER.” WHEN WILL IT ARRIVE?

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted. 

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

ANYTHING ELSE I SHOULD KNOW ABOUT PRE-ORDERS?

Yes! If you do place a pre-order from our store, please note the following:  

  • Payment is charged immediately at checkout.
  • If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will ship when the pre-order item becomes available.
  • Pre-order timelines vary based on product. Please refer to the product description for estimates on when the item you’re ordering is intended to ship.
  • The date listed on the product page is an estimation based on details from the merchandise provider and can vary depending upon demand.
    • Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we don’t have the information readily available yet

SHIPPING

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WHEN WILL MY ORDER SHIP?

Due to the increased COVID19 precautions in Los Angeles County customers may experience delays in order processing and shipping. Shipping notifications will be emailed directly to the email address associated with your purchase. Thank you for your patience during this time.

In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

WHEN WILL I GET TRACKING INFORMATION?

You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE, ONCE IT SHIPS?

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. 

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We unfortunately can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date. 

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.

MY ITEM WAS SHIPPED, BUT STILL HASN’T SHOWN UP. IS IT LOST IN THE MAIL?

You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

For orders shipping within the US: if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

For orders shipping outside of the US: if you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you. 

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

MY TRACKING SAYS MY ORDER WAS DELIVERED BUT I HAVEN’T GOTTEN IT YET. WHERE IS IT?

Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help!

MY ORDER IS SHIPPING TO A COUNTRY OUTSIDE OF THE UNITED STATES. WILL I HAVE TO PAY CUSTOMS/IMPORT FEES TO RECEIVE MY ORDER?

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. 

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

RETURNS & EXCHANGES

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HOW DO I BEGIN THE PROCESS OF RETURNING MY ORDER FOR A REFUND OR EXCHANGE?

Please contact our team by emailing us at the email listed above before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.

HOW LONG AFTER MY ORDER CAN I SUBMIT A RETURN OR EXCHANGE REQUEST?

Returns or exchange requests must be made within 60 days of the date you receive your order. Please note that limited edition items are not eligible for exchanges.

WILL YOU ACCEPT RETURNS OF PRODUCT IN ANY CONDITION?

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.

WHO PAYS FOR MY RETURN?

You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”).

HOW LONG WILL IT TAKE FOR ME TO GET A REFUND ON MY RETURNED ITEM?

Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 5 business days.

DAMAGED, INCORRECT, OR INCOMPLETE ORDERS

 

WHAT DO I DO IF MY ORDER ARRIVED DAMAGED, INCORRECT OR INCOMPLETE?

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future. 

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible! 

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

WHAT IF THE ITEM I ORDERED ARRIVES AND IT DOESN’T LOOK LIKE THE PHOTO ON THE STORE?

Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out. 

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.

DIGITAL DOWNLOADS

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HOW DO I ACCESS MY DIGITAL ALBUMS?

To access your files (when available) on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologize for the inconvenience!

How to access your files on your Android Phone:

  1. To access the album on your phone, follow the link provided and click “Download”
  2. You will then be taken to the downloaded folder and you will then need to click “extract all”
  3. Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format
  4. You can then listen to the album on your phone’s music app.

How to access your files on your desktop computer:

  1. Open the downloaded folder (in most cases, the folder name will end with .zip)
  2. Click “extract all”
  3. Once the album is finished downloading, a new folder will pop up with the files in MP3 format
  4. You can then copy and paste the album to your desktop or mobile device.

I LIVE OUTSIDE THE US. WHY CAN’T I BUY OR ACCESS DIGITAL DOWNLOADS?

Unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.

CAN I GET A REFUND ON MY DIGITAL MUSIC PURCHASE?

Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music.

If you have trouble accessing the music, please reach out to us at the email listed above and we’ll make sure you can access your music ASAP.