FAQ

LIVESTREAM FAQ
 For questions about merchandise, scroll down! Use: customerservice@soundrink.com

1. I've purchased tickets to the live streams.  How do I watch?
-In order to access the live stream page you will need to be signed into your account you created when checking out. Once you login to your account on your computer or phone, our site will know if you purchased tickets and you will be able to see the stream by clicking the links below. The livestreams are on November 27th and 28th @ 5:30PM PST/7:30PM CST/8:30PM EST
Watch November 27th HERE and November 28th HERE.

2. Will this live stream be available for viewing later?
-The video will be up as soon as possible after the show ends for 48 hours for existing purchasers of tickets only. No tickets will be sold after the show has ended! 
3. Can I watch the live stream on my phone? 

Yes, The player is HTML5, so as long as your phone supports HTML5 video viewing you can definitely use your phone!

What about my TV? 
For TVs - Cast/Airplay are the best options. Some TV or device browsers cannot load video in this format. 

To watch a livestream event, please ensure you have the following:
System Requirements: Windows 7 or higher, Mac OS X 10.6 or higher

Supported desktop browsers:
- Google Chrome 45+
- Mozilla Firefox 49+
- Safari 10+
- Microsoft Edge 15+

Supported mobile browsers:
- Chrome 45+
- Safari 10+ (iOS)

Internet Connection:
- 10mbps download speed is recommended. Check your connection at www.speedtest.net

Not Supported:

- Internet Explorer
- Roku {use casting} (more info: https://www.makeuseof.com/tag/roku-web-browsers/
- Amazon Silk {use casting for fire stick} (more info: http://sn.gl/amazonsilk)
- Playstation 4
- Samsung Smart TV's {use Airplay where available} (more info here: http://sn.gl/samsungtv)

4. I have another question! 
No problem, email livestream support!

5. When will I get my meet and greet information?

You will receive 48 hours prior to the date of your stream.

6. When will I receive the link for the Q&A w/ Max and the producer?

We will be sending out 48 hours prior to the Q&A via email. For support use: customerservice@soundrink.com



MERCHANDISE ORDER FAQ

Contact: customerservice@soundrink.com
1. When can I expect my order to arrive?
All orders will ship before Christmas. All orders placed are considered a pre-order.

2. Do you ship international orders?
Yes, we ship worldwide! Some International orders can take up to 4-6 weeks to arrive, so please be patient. Some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these customs fees. Please contact your local post office or customs office for exact rates.

3. How much does shipping cost?
All shipping costs will be displayed at checkout. Costs depend on where you live and what items you order.

4. When will I be charged for my order?
All orders will be charged at the time of purchase. “Sound Rink Inc” will appear on the statement description.

5. Is my package lost?
Probably not. Please contact us though if you did not receive shipping confirmation, or your tracking number is not visible through the online tracking portal. If your package is labeled as "Delivered" and you have not received it, you'll have to contact your local post office with your shipping number. Once the package leaves our facility, it is out of our hands. We cannot be held responsible for lost or stolen packages.

6. My order was returned to sender. What happens next?
If your USPS tracking indicates your order was "returned to sender", we will wait for the package to arrive back to our warehouse and contact you once we receive it. Prior to reshipping the additional package, customers will be sent an invoice to pay postage cost of the shipment. Once the Invoice is paid, the package will be shipped. If we do not receive a reply within 30 days of contacting you about your returned package, we will refund you the cost of your order minus any shipping/restocking fees.

7. Can I Exchange or Return An Item?
No.  All sales are final for this pre-order