Getting Started

How do I sell to Wherehouse?
PLEASE NOTE: Wherehouse.com does NOT offer instant credit for trade-ins. You can Buy and Sell in the same transaction, but we will NOT issue credit until your trade-ins have been confirmed at our warehouse. Wherehouse.com's trade-in service allows you to get credit for your used CDs, DVDs and video games! Then, once we receive your trade-ins, you can use that credit towards the purchase of anything on Wherehouse.com. Shop for latest new music, movies and games or find great values on your favorite Used CDs, DVDs and video games. Click here for all the details on trade-ins! Click here for all the details on trade-ins!

How do I set-up an account?
Setting up an account is easy, and it only takes a minute. From our sign up page, you'll need to enter a few pieces of information to establish your personal account. We won't ask you for your shipping and billing information until you place your first order. Click MY ACCOUNT from the top right of any page if you ever need to make changes (i.e. a new shipping address or different credit card information). Please know that all of your personally identifiable information is private and will not be shared with or sold to any outside firms.

Wherehouse.com recognizes the importance of protecting children, and we abide by the provisions of the Children's Online Privacy Protection Act (COPPA). Children under the age of 13 are not allowed to register as members of Wherehouse.com.

Why do I need an e-mail address?
A valid e-mail is needed so that we can notify you of the status of your order and contact you in case we have questions. An e-mail address also allows us, if you have stated that it's okay, to send you special offers and Wherehouse.com newsletters. Don't worry, we're not going to load your e-mail inbox up with junk. We will only send what you have indicated you wish to receive. And, again, we will not sell your e-mail address to anyone, though we do reserve the right to share your information, if you have indicated it is acceptable for us to do so. For more information, please read our Privacy Policy.

How do I change my account information?
Click MY ACCOUNT from the top right of any page -- log in if you haven't already. From here you have the option of editing your account information or changing your shipping and/or billing address. When finished, click on SUBMIT. Your account information will be updated for your next shipment. Please note: Your new account information will be used on your NEXT ORDER.

I forgot my password. Can you help me?
No problem. Just use our New Password Utility and follow the directions to receive a brand new password. You can change this temporary password to something that's easier to remember by visiting the MY ACCOUNT page.

How do I know my account information is kept private?
Wherehouse.com is committed to the complete privacy and security of your shopping experience. Your personal information will never be sold, and you can withdraw your name and close your account at any time by contacting our Customer Service Department. We encourage all Wherehouse.com users to review our Privacy Policy if you have any other questions.

I've tried to sign-up and it said "This e-mail is already in use." What do I do now?
You've already signed up -- although you may not remember it! Try logging in with your e-mail address and favorite password. If that doesn't work, we can send a new password to your e-mail address.

Do I need a credit card to open an account?
No, you do not need a credit card to open an account. You also do not need a credit card to place an order providing you are using trade-in credit to cover the entire amount of your purchase. You will need to have a credit card stored within your personal "My Account" section when placing an order otherwise.

How do I find what I'm looking for?
The quickest and most efficient way to find what you want on our site is to use our Search Box, which is located at the top of each page. You can search the music, movies or games.

Sell to Us [back to top]

Selling Items To Us
We will buy most CDs, DVDs and Games.  All sell orders must be placed through our site.  We will be able to process your order quickly if you enclose the packing list with your shipment. You pay for outgoing shipping, but we will reimburse you (USPS Medial Mail rate) based on the number of items accepted.
You are welcome to sell your items at any of our retail stores. However, quotes given via email or through our website are only valid for items mailed to our Carson, California distribution center. The pricing in our stores varies based on the need of stores. They cannot honor prices offered through the internet.
How To Sell
The search bar allows you to search for items many different ways.  Use the drop-down tools to select the search method best for you: 

• Search by UPC:  This is the best option to receive an accurate quote.  Just type in the 12-digit UPC from the item and the site will return the price.
• Want to save time?  Click on the SELL IN BULK link and enter all of the UPCs that you wish to sell.  The site will then add them to your cart all at once.
• Search CDs by Keyword:  Type in a few keywords from the Artist and/or Title.  It is not necessary to type in every word.
• Example:  Type BEATLES to get all items with BEATLES in the artist or title.
• Example:  Type BEATLES ABBEY to get The Beatles “Abbey Road”
• Search CDs by Artist:  Type in First Name, Last Name and/or Band Name. 
• Example:  Type PINK to get PINK FLOYD and PINK albums
• Search CDs by Title:  Type in a few words from the title.  However, we recommend you use artist search for BEST OF or GREATEST HITS.
• Search DVDs by Title:  Type in a few words from the title. 
• Search Games by Title: Type in a few words from the title. 
• If you have an order of more than 100 pieces, you may email a list to quotes@wherehouse.com to receive a bulk quote.
• Can’t find an item?  Email quotes@wherehouse.com.  If it is an item we need, we will reply with a price.

Once you find the item you wish to sell, add it to your cart by clicking on the ADD TO CART button, and you can then search for the next item.  Please make sure that the title you have in hand and what you selected to place in your cart match.. If the item you send us is not the same as that quoted in your sell order, you may be credited a different amount or the item may be rejected.
After you have added all of your items to your shopping cart, click the CHECKOUT button.  You will be asked for your email address & password.  If you do not have an account, click on REGISTER NOW to enter your personal information and create one (you will not lose your cart).
After you have logged in, you will see a summary of the items that you wish to sell.  Verify your payment information and select the payment option that you prefer.

• Cash by Check – A check will be issued within 3 business days after receiving and processing your package.  The check will be sent to the address used at the time the order was created.
• Cash by PayPal – A deposit will be made to your PayPal account within 3 business days after receiving and processing your package.  The email address on your account must match the email address on your verified PayPal account.  NOTE:  You may be charged a processing fee by PayPal – consult your PayPal account for more information on fees.
• Credit – Online Store Credit will be issued to your account within 3 business days of receiving and processing your order.  Sorry, this credit cannot be applied to orders placed before the credit is issued.

If you have a promo code, enter it in the appropriate space and hit the APPLY button. If everything looks correct, click on PLACE ORDER to complete the transaction.  Please take a minute to review your order first – once you hit the PLACE ORDER button, you cannot go back and make changes.  The next screen will show your order number.  Print this out for reference. When you have placed your order, you will receive a confirmation email with the final instructions for sending us your items.  Be sure to include a copy of this email in the package that you send.

You can ship your items to us any way you choose, but we recommend USPS Media Mail, since we will reimburse that amount.  Many people use USPS Priority Mail, UPS, FedEx or DHL as well.  If it's a large amount of items, you may want to insure it.  Sorry, we cannot be responsible for any damage or loss that occurs during shipping.  We cannot accept drop-offs at our distribution center.

When you are selling a large number of items, we recommend splitting your order and shipping it in several boxes.  Mark each package “BOX 1 of 4”, “BOX 2 of 4”, etc.  We recommend boxing the CDs securely in smaller boxes.  Then place the smaller boxes in a larger box, surrounding the small boxes with packing material to provide cushioning.
You are welcome to ship multiple sell orders in the same box.  Be sure to include packing slips for all orders.  If you ship multiple orders in the same box, the orders will be combined and you will only receive one shipping reimbursement based on the number of units accepted from the combined order.
Once your order is received, we will process the items within 3 business days.  Payment will be issued based on the method you selected during the checkout process.  If you send us an item that we cannot accept, we will email you immediately and you can tell us if you want it shipped back or we can dispose of it for you.
Orders not received within 30 days of the order date will be canceled.

Item Acceptance:

• Prices offered on our site are for personal use items only.  Sorry, prices are not valid for overstocked items or items acquired with the intent of resale.
• Disc(s) must be in good shape.  If the disc has a couple of light scratches, we will accept the item.  If there are numerous and/or deep scratches, we will not.
• Items must include all liner notes.  CD liner notes include front booklet & back jewel case insert. 
• We do not accept items with any writing on the artwork. Discs and artwork should be free of all stickers. Initials written on the disc are accepted as long as the writing is small.
• Box Sets must include original box and any inserts. Games must include any related accessories (such as special controllers, etc.) and specialized packaging (i.e. Game Boy cartridge holders).
• We accept record club (BMG, Columbia House) items. 
• We deduct 50¢ for each cracked, broken or missing jewel case
• Limit of two copies per title per customer.
  (if you'd like us to make an exception, please email us.)
• We cannot accept items that are stamped "Promotional". CDs with notches or holes cut into the jewel case are accepted on an "as needed" basis. (please email us the list of items)
• We only buy DVDs marked as Region 1 (US & Canada) or Region Free/All
• We do not purchase “bootleg” CDs, CDRs or overseas Region coded or previously rental DVDs or Games.

Shipping Reimbursement:
We now offer shipping credit for up to 25 items!  When you sell 5 or more items in one transaction we'll give you a shipping credit for the Media Mail rate of your shipment. This credit is based on the number of items sold in one transaction (see our postage credit below). Please note we will only provide credit for items that are ACCEPTED.

• Trade in 5-6 items; receive $2.56 credit
• Trade in 7-10 items; receive $2.93 credit
• Trade in 11-14 items; receive $3.28 credit
• Trade in 15-17 items; receive $3.63 credit
• Trade in 18-21 items; receive $3.98 credit
• Trade in 22-24 items; receive $4.33 credit
• Trade in 25 or more items; receive $4.68 credit

The credit will appear in your account when we receive your trade-ins. Sorry, we cannot offer more credit if your shipping costs are higher.

If you ship multiple sell orders in the same box, the orders will be combined and you will only receive one shipping reimbursement based on the number of units accepted from the combined order. We reserve the right to refuse any sell order at our discretion.

Buying [back to top]

How do I place an order on Wherehouse.com?
If you have had any experience on other online shopping sites, you will have no problems placing an order with Wherehouse.com. Please note you must have your "cookies" enabled on your computer to use Wherehouse.com.

If you are new to shopping for things online, that's okay, too. Just browse the site and find some music, movies or games that you want to purchase. Next to each item you will see an "Add to Cart" button. When you click the button, the item will be added to your Shopping Cart. Don't worry about changing your mind. You can always delete things from your Shopping Cart. Just because you add something to your Shopping Cart, doesn't mean you have to purchase it.

Once you have filled your Shopping Cart with everything you want, just click on your Shopping Cart (at the top of the page), and just follow the directions to check out. If at any point you have questions you can always e-mail customer service at customerservice@wherehouse.com.

How does the standard checkout procedure work?
When you place your first order with Wherehouse.com, you will need to enter in your information and Create an Account, if you have not done so already. Then, select the items you'd like to purchase. Either click the "Buy" or "Add to Cart" button located next to the items of your choice. Just fill out the forms for credit card information, billing address, shipping options, etc., and after each step just press the continue button until you are finished. If you are a returning customer, you will notice that your previous billing, shipping, and payment information will be conveniently displayed in the appropriate spaces. If you have any questions, please contact our Customer Service Department.

Does Wherehouse.com sell New stuff too?
Wherehouse.com is more than just a place for you to buy and sell Used CDs, DVDs and games. We have a huge selection of NEW music, movies and video games! Just browse the web site or use the Search box to find the title you want.

Can I Buy and Sell merchandise in one transaction?
Yes, Wherehouse.com allows you to Buy and Sell in one transaction. This means you can shop for your favorite titles as well as find items to trade-in, all at once! However, you won't be able to use your trade-in credit until we receive your items. The sooner you send in your stuff the faster you'll have credit to use!

Can I mix New and Used items in my shopping cart?
Absolutely! You can buy any combination of New and Used merchandise in just one transaction. You can also use all, part or none of any trade-in credit you might have. Your credit is yours and will not expire.

Why is the pricing in your stores different than the pricing you have on Wherehouse.com?
In order for us to stay competitive in the online marketplace, our prices differ slightly from those in our stores. But remember: When you shop in our stores, you don't have to pay shipping fees.

How do I know the used stuff I buy is of good quality?
Wherehouse.com has hundreds of thousands of used CDs, DVDs and video games in inventory at very reasonable prices. Every used item at Wherehouse.com is in excellent condition and is thoroughly inspected and includes all original elements (i.e. inserts, instructions, etc.). Plus, Wherehouse.com has a (30) day satisfaction guarantee on everything we sell to be free of defects. Our goal is for every customer to be 100% satisfied with their used product purchase.

Where does Wherehouse.com accept orders from?
Currently Wherehouse.com accepts orders from all 50 United States, Puerto Rico, Canada and the United Kingdom.

What if one of the items I ordered isn't available? Do you credit my credit card for the cost of that item?
We never charge for an order until it's been shipped. If an item needs to be canceled from the order, we'll change the order total BEFORE we charge your card. You'll always be notified via e-mail when this happens.

What is a backorder?
Items that go out of stock after they have been ordered will be marked "Backordered" on your packing slip. We hate when this happens too, and it almost always means we have just run out of that item and will have it in stock within a few days. Don't worry, you will not be charged for a Backordered item until it ships. When a backorder is finally shipped we will contact you by e-mail. An item will only remain on backorder for 5 days. After 5 days if a backordered item is not shipped it will automatically be cancelled. You can view the status of your order going to the My Account page.

I just placed an order and didn't receive an e-mail confirmation. Does that mean my order didn't go through?
In some cases, yes…but not always. Please contact our Customer Service Department via e-mail at customerservice@wherehouse.com if you haven't received an e-mail within ten minutes of placing your order. Our customer service reps are able to determine if your e-mail confirmation somehow was skipped, or if your order just plain didn't go through.

Can I make changes to an order?
No, unfortunately once an order is placed and finalized no changes can be made. You can contact Customer Service at customerservice@wherehouse.com if you have any questions.

Searching and Browsing [back to top]

How do I browse Wherehouse.com?
Wherehouse.com is set up to be easy to navigate and find exactly what you're looking for. If you'd like to browse Wherehouse.com you'll find that the site is broken up into 3 main categories: Music, DVD and Games.  Each of these categories feature links to specific genre pages. For example, you'll find links to pages dedicated to Comedy, Drama and Horror, just to name a few, on the DVD category page. Throughout the site you'll also find lists of Top Sellers, Bargains and much more.  And you can easily find Search boxes where you can find Sell quotes if you'd like to trade-in product as well.

How do I find the exact item I'm looking for?
Searching is easy and simple on Wherehouse.com. We offer many different searching options. For instance, if you're searching for a particular song by a particular band, you can search by song title, band name or album title. You can also search for a DVD by title, actor, director, crew or studio. To search for a particular game you can search by title or company. We also offer genre searching for CDs and DVDs, and for games we offer genre and platform searching.

Can I search for a product by UPC?
Yes, if you are looking for a Sell quote from Wherehouse.com you can search by UPC. Just click on "Sell", select UPC in the drop down list by the Search box and enter the UPC of the item you're seeking. Be sure to enter all 12 numbers of the UPC code, including the small numbers sometimes separated from the rest of the code.

How does the Notify Me feature work?
If you are interested in purchasing New or Used Product that happens to be out of stock at the moment, just hit the "Notify Me" button. Your information will be stored and once the product becomes available, we will inform you via e-mail that this product is now in stock.

Payment Options [back to top]

What types of credit cards to you accept?
We accept Visa, Master Card and American Express.

Is my credit card charged immediately?
No, we will never charge you for anything until it has shipped to you. If you feel that we have made an error please contact Customer Service at customerservice@wherehouse.com.

Can I place an order without using a credit card?
You can only place an order without using a credit card if you have enough credit in your account to cover the entire amount of your order. If not, you'll have to provide a credit card to cover the balance or the entire amount of your order.

How do I know my credit card is safe?
Wherehouse.com utilizes a number of encryption and security devices to make your shopping experience a safe and happy one. We utilize SSL (Secure Sockets Layer) technology to encrypt your information before it is sent over the Internet. All of your personally identifiable data is private and is never shared with or bought by any outside organization. We advise all of our users to protect their credit card number by never sending that number (or your Wherehouse password) via e-mail. Our Customer Service representatives will never ask you for this vital information. Instead, you can securely update your credit card by logging in and visiting your Account Page.

How do you even know that the credit card I give you is real?
We place an authorization with your bank. An AUTHORIZATION is NOT a charge -- we merely check your credit card to make sure that it is valid and that the address and other information are correct.

Can I just sell stuff to Wherehouse.com to accumulate credit??
Absolutely! You can place a Sell order through the site, pay to ship your stuff to us, and then wait for the credit to be placed in your Wherehouse account. We'll send an e-mail when the items you sold to us have been checked in. Then you can place an order with us using that credit. Don't worry, your credit will not expire, you can use it anytime!

What is this $1 charge from Wherehouse.com on my credit card bill?
Rest assured, this is NOT a charge -- it is what the banks call an "authorization." In order to verify that credit card information is valid, Wherehouse asks the bank electronically. To perform the check, some banks place a "hold" on a small amount of funds, often one dollar. This allows their system to verify that an account is active. Every bank handles this differently -- but the funds remain in your account.

What if one of the items I ordered isn't available? Do you credit my credit card for the cost of that item?
We never charge for an order until it's been shipped. Therefore, you won't have to worry about or wait for us to post any credit to your card if your product is not available.

Can I use Wherehouse trade-in credit in combination with any other form of payment?
Yes, you can use your trade-in credit with any other form of payment available on the web site: credit card, gift card, etc. You can also use credit along with any available Coupons we might be accepting.

If the product is a Future Release or backorder will my credit card be charged?
No, we will never charge for an order until it's been shipped.

Shipping [back to top]

Please note: International orders will be shipped without jewel cases.

What are my shipping options?
Wherehouse.com primarily ships items via USPS, but a variety of carriers may be used (USPS, UPS, FedEx or DHL). We offer competitive shipping charges and you will never have to pay for returns. We feel that providing you with exceptional shipping services is a reflection of the overall superior shopping experience that makes Wherehouse.com stand out in the crowd. If you have further questions with regards to shipping, please contact Customer Service by e-mail at customerservice@wherehouse.com.

Wherehouse currently offers 3 types of shipping.

Standard Shipping (estimated delivery time 1-3 weeks)
$3.49 for the first item and $1.00 for each additional item.

Expedited Shipping  (estimated delivery time 4-7 business days)
$5.99 for the first item and $1.00 for each additional item.

International Shipping  (estimated delivery time 1-3 weeks)
$10.99 for the first item and $2.00 for each additional item.

Does Wherehouse.com ship to foreign countries?
Currently Wherehouse.com ships to all 50 United States, Puerto Rico, Canada and the United Kingdom.

Why did I only receive part of my order?
Wherehouse currently ships its merchandise from two different locations. If you ordered more than one item you may receive two packages depending upon your order.  Typically, used merchandise will ship first and new merchandise will soon follow.  You can always check the status of your order on the Order Status page.

I'm trying to find out when and if an order I recently placed was shipped. How do I go about doing this?
Log-in and click on ORDER STATUS from the top right of any page and it will show you the status of every order you've placed and whether the order was processed, shipped, backordered, deleted or cancelled. If you are still concerned, please feel free to contact our Customer Service Department at customerservice@wherehouse.com, and we'll be happy to answer any questions you may have.

Can you ship to a P.O. Box?
Yes and no. Our USPS shipped orders (all Used product) can be shipped to a P.O. Box. However, our New product may be shipped by a variety of carriers, (USPS, UPS, FedEx, DHL). Those orders cannot be shipped to a P.O. Box. Please do not use a P.O. Box as a shipping address unless you are ordering Used product ONLY.

How much sales tax will I have to pay?
Wherehouse.com collects applicable sales taxes required by law for all states.

If I am shipping an order to another state, which tax rates will be used?
You will be charged the appropriate tax for the state you are shippng to, with the previously noted exceptions.

Returns [back to top]

How do I return an item?

Wherehouse.com will accept returns within 30 days of receipt of your shipment (including gifts). Unopened product can be returned for a full refund and opened items can be returned, if defective or damaged, for the same item.

Returning merchandise: Should you ever need to return an item to our distribution center, please contact customerservice@wherehouse.com for a pre-paid postage label. Fill out the "Returns Section" on your packing slip with the Title of the item, reason for return and instructions for Wherehouse.com (Replace or credit). Include the packing slip with your returned merchandise. If possible, you can use the original packaging your order arrived in to send it back.

Then, using the pre-paid postage label on the outside of the package, please mail it to us.  Please allow at least 7-10 business days from shipping date to process the return. 

If my order does not have a pre-paid postage label what do I do?

You can email customerservice@wherehouse.com to receive one. You can also print one out at http://www.wherehouse.com/help/wh-label.pdf

What if I've lost or thrown away my Packing Slip?

Please e-mail Customer Service at customerservice@wherehouse.com for return instructions.

Can I exchange this at my local Wherehouse store?

At this time we do not accept Wherehouse.com returns or exchanges in any of the Wherehouse Music stores. If the actual item you purchased was damaged you will need to return it. Please see the procedure for Returns, detailed above.

Do I have to pay for shipping to return an item?

We will provide you with a pre-paid postage label at your request. Please e-mail Customer Service at customerservice@wherehouse.com to request a pre-paid postage label.

How long will it take to have the return amount credited to my credit card account?

That will depend on when we receive your return. As a general rule, please allow at least 7 - 10 business days from the time you ship the return back to us. If you have further questions about the status of your return, please e- mail Customer Service at customerservice@wherehouse.com.

How will I receive my refund?

If we are unable to replace a returned item, you will be credited in the manner in which the purchase was made. Purchases with credit cards will be refunded to your card. If you used credit to pay for the order, the credit will be returned to your account. If you used a gift card, the credit will be applied to your account, NOT returned to the gift card.

Coupons [back to top]

Does Wherehouse.com offer coupons?
Yes, on occasion, both Wherehouse.com and Wherehouse Music stores offer coupons. However, some coupons are exclusively for use at Wherehouse.com OR Wherehouse Music stores. Please see coupon for details.

How do I use a coupon on Wherehouse.com?
All coupons, available for use online, will include an alpha-numeric Promotion Code. Simply enter the promotional code into the Promo Code field during check-out and the total of your order will be automatically adjusted.

Can I use more than one coupon at a time?
Unless otherwise noted, you can only use one coupon per order.

Can I use a coupon more than once?
Some coupons/promo codes can be used more than once. Please note that all coupons do have expiration dates. Wherehouse.com cannot accept expired coupons.

My Stuff [back to top]

 What is My Stuff?
My Stuff is a place where you can store music, movies or games that you're thinking about Selling to Wherehouse.com. From this page you'll be able to monitor the trade-in quote and Sell it when you think the price is right.

How do I add items to My Stuff?
Whenever you see an item you like, just click on the "Add to My Stuff" link and the item will be added to your My Stuff page.

How do I view My Stuff?
Just click on the "My Stuff" link located at the top of each page, just above the site tabs. You have to log-in to access the My Stuff page.

Does the trade-in quote of an item in My Stuff change, or is the cost locked in?
The trade-in quote of an item on your My Stuff page reflects the current price available throughout the site. If a quote changes for an item on your my Stuff page, it will be reflected the next time you view the page -- that's the beauty of My Stuff!

How do I move an item from My Stuff to the Shopping Cart?
On your my Stuff page there will be a checkbox next to each item. You can check this box for one, some or all of the items in your list and click either the "Sell checked items" or Delete checked items" button at the bottom of the page to complete the desired action. If you click "Sell" the items will be moved to the Shopping Cart.

My Wish List [back to top]

Wish Lists are where you can store items that you really want for yourself or friends and family for future purchases.

Throughout the website, you will notice "Add to Wish List" and "Notify me!" links. If a title is out of stock, a "Notify Me" link will appear. Clicking on the "Notify Me!" link will tell us you are interested in that item. When that item becomes available again, we will send you an email to let you know.

 How to make a Wish list

1. Search for the items you really, really want.
2. Click on the "Add to Wish List" or "Notify me" button.
3. And you're off! You have the item on your list for future reference and the ability to share with family and friends.

Gift Cards [back to top]

How do I use my Wherehouse Music gift card on the web site?
At the "Your Billing Info" portion of checkout there is a hyperlink at the top of the page saying, "Want to redeem a Gift Card? Click here!" Click on that link to enter your Gift Card number and Gift Card pin number code from the back of your card. You must scratch off the gray and black rectangle located next to your gift card number to uncover your pin number. Once the fields have been filled out click on "Proceed" to continue your transaction, then click on "Redeem" and the Gift Card credit will be applied to your order.

Can I use more than one Gift Card on an order?
Yes you can. You just have to repeat the process from above after you've applied the first card to your order. Then you will see the total Gift Card amount being applied before you confirm your order.

If my order is cancelled what happens to my Gift Card credit?
If your order is cancelled you will be issued a refund credit on your online account for all the monies that weren't redeemed. That credit amount will be applied to any subsequent online order.