I ordered the Deluxe edition of the new Underoath Record. Where is it?

Since Tooth & Nail records experienced some delays in the manufacturing of this version of the record, ship dates have been pushed back. As a courtesy, Tooth & Nail records has issued an email to each of you both explaining the situation and giving a UNIQUE free download for the new record. Each download can only be used once, and there is only one download per Deluxe purchased. If you have not received this email containing the free download please email us at: customerservice@audiblediversiongroup.com. Please keep in mind that if our records show that you have both received the email AND downloaded the record already - you will not be issued another email for any reason.

I haven't received my order, what's going on?

Orders may take up to 3-5 business days to be processed. Shipping can then take up to 2-4 weeks (though generally less for domestic orders - see the available shipping options).

If the address provided was incorrect, your order may have been returned to our offices. If this happens, someone from Audible Diversion Group will contact you to correct the mistake as soon as possible. Please keep in mind, that you are responsible for all shipping charges if you provided the incorrect information at the time of the order.

What if I received my order, but it's the wrong stuff?

If the items you receive are different than those which you ordered (including wrong size, color, missing items, etc...) please send it back to us at:

ADG Returns
PO BOX 75211
Tampa, FL 33675

Be sure to include the incorrect items and a copy of your invoice so we can fix the error as soon as possible.

Also, please email us as soon as possible at "customerservice@audiblediversion.com" describing the error so that we can expect the package.

DISCLAIMER: Audible Diversion Group is in no way responsible for lost or stolen packages during the return process. For this reason we encourage keeping a tracking number or delivery conformation on your end when mailing packages back.

What If I ordered the wrong thing?

If the item you ordered is unopened and/or unwashed feel free to send it back for a exchange of equal or lesser value. All exchanges MUST be sent back within 10 days of the original shipping date (exceptions made for international orders). Be sure to include the item in question as well as a copy of your invoice. Please indicate on the invoice what new item you would like to exchange for.
When we receive your exchange we will make the necessary adjustments and send you the new item as soon as possible.

Please send your returns to:

ADG Returns
PO BOX 75211
Tampa, FL 33675

NOTE: We will ONLY accept exchanges if the issue is reported within ten (10) days of the item's ship date (exceptions made for international orders).

IMPORTANT: YOUR CARD WILL BE CHARGED FOR ANY ADDITIONAL SHIPPING AND HANDLING FEES ASSOCIATED WITH YOUR EXCHANGE. YOUR EXCHANGE WILL BE MAILED USING THE SAME SHIPPING METHOD AS THE ORIGINAL ORDER, UNLESS OTHERWISE REQUESTED.

DISCLAIMER: Audible Diversion Group is in no way responsible for lost or stolen packages during the return process. For this reason we encourage keeping a tracking number or delivery conformation when mailing packages back.

I'm too young for a bank account, and don't have paypal. How can I buy merchandise?

It's easy! Just about all major credit card companies sell their version of GIFT CARDS you can buy with cash! These cards are sold at most super markets, and places like CVS & Walgreens. Walmart might have them too. Just buy one, and enter it into our system during check out.

Can I get a tracking number?

Yes. All orders come with a tracking number at no extra cost to you. The tracking number is located in the shipping confirmation email we send you at the time of shipment.

When will the Underoath preorder ship?

If you pre ordered any copy of "lost in the sound of separation" it will ship no later than Wed August 27th.

Who is Audible Diversion Group, I thought I was buying merchandise directly from members of UnderOath & The Almost?

Audible Diversion Group is a company formed by Tim McTague of UnderOath, Jay Vilardi of The Almost, and film maker Ryan Gardner in effort to make your shopping experience friendlier, and more affordable. We're able to provide better pricing, better quality, and an overall better shopping experience by eliminating the middle man to bring our merchandise directly to you.

When we think of fans, we see more than dollars signs. We see an opportunity to connect with the people who matter most - you! We're thankful when you buy merchandise from us, so keeping things as cheap as possible is the least we can do.

I reserved myself a copy of the new Underoath record "Lost in the sound of separation". When will I get it?

Since this new record's release date is September 2nd, we are not authorized to send said unreleased items to your door prior to street date. The advantages of preordering any version the record are: *Get a limited edition 3 button pack *Get your choice of a limited edition shirt, poster, or both! *Get automatically entered into a free give away for Aaron Gillespie's Truth Custom Drum Kit, an awesome set of Meinl cymbols, or 1 of 5 First Act guitars. Please see our FAQ highlight for contest details.

Where in the world is the Audible Diversion Group?

Your friends at the Audible Diversion Group all reside in the sunny locale of Tampa, FL.

Does Audible Diversion Group accept INTERNATIONAL ORDERS?

Of course! people living outside the US should take advantage of the low American dollar. During the check out process, be sure to specify your address, province and country.

Additionally, international shipping rates and delivery time frames differ from those of domestic orders.

Italy DOES NOT accept clothing from outside of the country. As a result, we DO NOT ship to Italy. Audible Diversion Group is not responsible for any taxes or tariffs you may incur by ordering from us overseas. Shipping and Handling costs cover our shipping and handling costs to send the item to you, everything else is your responsibility.

How can I pay for my order?

We currently accept the following methods of payment:
- Visa & Master Card
- PayPal

Why is my credit card being denied?

Here are some reasons why your card might be denied:

1. The credit card company processing your card has deemed that there are insufficient funds to complete your order.

2. There have been too many recent transactions on your account to process this order.

3. The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address of the card matches what the user entered. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order gets declined.

If you feel there has been an error you will need to contact your credit card or bank company to resolve these issues.

No matter what I do, my order won't go through! Why?

First, make sure that you have completely filled out all of the fields in the checkout form, including the country your order will be shipped to.

If you continue to have problems not addressed in this FAQ, feel free to email us at: customerservice@audiblediversion.com explaining your problems. We'll respond as quickly as possible.

How long will it be until my order ships?

Orders may take up to 3-5 business days to be processed. Shipping can then take up to 2-4 weeks (though generally less for domestic orders - see the available shipping options).

How do I know if the item I want is in stock?

The inventory system powering the UnderOath & The Almost web stores is extremely accurate. However, in the event that an order is placed for an item that is not in stock, we will offer a few solutions:

1. Swap the out of stock item with another item of equal value.
2. Wait until the item becomes available.
3. Have a credit applied to your card for the out of stock item and have the remaining items ship.

We will attempt to get in touch with you to get a final decision regarding the out of stock item. If we cannot reach you within seven (7) days of the order being placed to make a final decision regarding the out of stock item, the entire order will be held until the out of stock item becomes available.

What is a Card Code?

The card code is a three or four digit number located on the back of credit cards and bank cards. This number is an added fraud protection feature used during online purchases.

What forms of delivery do you offer?

We offer the following shipping choices:

1.First-Class mail parcel (3-6 days)
2.Priority mail (2-3 days)
3.Express mail (1-2 days)

Keep in mind that faster shipping does cost more money.

What is your privacy policy?

We respect your privacy! Any and all information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned! Any information you provide will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions, please feel free to call or email us.

Can I cancel my order?

Unfortunately, we do not offer order cancellation. If you'd like to pick another item from the Audible Diversion Group catalogue of equal or lesser value, we will gladly make the switch for you.

My order never went through but I was charged!

The transaction that you are seeing is a hold on your account placed by your bank. If your information does not meet the security requirements of our system it is marked as declined. We then automatically perform a void on your card for the order you tried to place.

The funds are then returned to you, but your bank may continue to hold the funds for up to seven (7) days as a security measure. You may call your issuing bank to see if they will release the funds sooner.

Audible Diversion Group processing system requires that your billing address match exactly what is on your printed bill. The City, State, and Zip must match exactly what your bill states. If any of these are incorrect your order is then voided by our system.

I did not receive an order confirmation email.

Please check your SPAM or JUNK mail filters and make sure you add both orders@audiblediversiongroup.com and help@audiblediversiongroup.com to your approved address book. These are the two email accounts we try to contact you from. If you still do not have an email please contact us via either of these email addresses.

What is your return policy?

For descriptions of our return policy, please see the above FAQ's "What if I received my order, but it's the wrong stuff?" and "What If I ordered the wrong thing?" depending on your circumstance.

3 Shirt Package Details, How Does It Work?

When you add this option to your cart, choose the size that you want ALL 3 of the shirts to come in. Either Tim, Jay or Ryan will his favorite shirts for you. This is a great option because, as you can see, there isn't a bad design in the house! Plus, the price per shirt winds up being only $8.33!!! Thats the cheapest shirt you'll ever get :) Unfortunately, we do not allow size mixing. All 3 shirts will come in the size you selected during check out.

So when do I know if I have won one of the Underoath pre-order contests? Is there any fine print? It sounds to good to be true!

All drawings will commence release week post 9/2/08. Within 10 business days all contest winners will be contacted and notified. Every order that is placed from the beginning of the pre-order until 9/2 @ midnight will be entered into a drawing. If you place an order for you...and then a another five separate orders for your friends then YOU are entered 6 times. Underoath and Audible Diversion Group will take care of all costs shipping your prizes to your home if you in fact win. The only fine print is that you can't win twice...other than that it's as good as it looks! You very well could buy a $13 cd and walk away with thousands of dollars in drums...it's that simple!

What if I gave you the wrong address during check out?

This does happen from time to time. If you are able to notify us BEFORE the package leaves our facility, we would be glad to make the appropriate changes to the address! If the package has ALREADY gone out for delivery, we will have to wait until the Postal Service returns the package to us so that we can resend. IMPORTANT: If a package is returned because you provided the incorrect information during checkout, you are responsible for all return shipping to your correct address.