The answers to the most common customer questions can be found below. If you don't find the answers you need, please Contact Us
Do you have a physical store I can shop at?
We do not have a physical store open to the public. PlaybillStore.com is an online store only, with offices and shipping facilities located in Queens at 60-05 37th Avenue, Woodside, NY, 11377.
How will my order be shipped?
Ground orders within the US and Puerto Rico will ship via UPS or the postal service, depending upon the weight, size, and distance the package has to travel. If the Ground shipping fee is $6.95 or less, your package will ship through the post office. If over $6.95, your package will ship via UPS. All express and expedited, orders ship via UPS. International orders ship through the postal service or UPS, depending on the method the customer chooses. Playbill magazine subscriptions ship via first class mail through the US postal service; orders shipping to a military APO/FPO address or territories of the USA are shipped via Priority Mail through the US postal service.
How do I calculate my shipping costs before placing my order?
Place the items you wish to purchase in your shopping cart, then scroll to the bottom of the page and follow the easy directions to quickly calculate shipping. Your shipping fees can also be calculated on the shipping and billing page during checkout.
Why was I charged sales tax?
PlaybillStore.com is required by law to collect state and local sales tax when shipping to the residents of New York state. Sales tax on the total dollar amount of your order, including shipping fees, is automatically calculated at checkout based on the shipping address.
What is your return policy?
Merchandise damaged or lost during shipping will be replaced at our expense.
Items purchased by redeeming a gift certificate cannot be returned for a refund.
All printed material is non-refundable. This includes books, piano/vocal selections and scores, opening night and special event Playbills, posters, and programs. In addition, any items purchased from our clearance section are also non-refundable.
All other items may be returned for a refund only if returned in resellable condition. DVDs, CDs, and any other sealed products cannot be returned if removed from the original packaging.
Items must be returned within 60 days of receipt of order. No refunds can be issued after 60 days from date of purchase.
When returning an item, the customer pays the shipping cost for the return. Please make sure to include a note inside the package with your name, address, order number, and indicate that the item is a return. The customer is responsible for packaging the items securely to prevent damage during transit. Items must be received in resellable condition to qualify for a refund. Your account will be refunded within 7 business days after we have received the returned item(s).
Return items to the address below:
60-05 37th Avenue
Woodside, NY 11377
What is your exchange policy?
Clothing may be exchanged in case of sizing issues, if returned unworn, unwashed, and with all original tags intact. The customer pays the shipping cost to return the clothing to us for exchange. Return clothing items to be exchanged for a different size to the address below, along with a note containing your shipping info, and what size you wish to be sent to you. When we receive the clothing you wish to exchange, the replacement will be shipped out.
60-05 37th Avenue
Woodside, NY 11377
What do I do if I need to cancel an order?
Email us immediately at email@example.com. If your order has not shipped it will be cancelled. Orders that have already shipped cannot be cancelled.
Can I pay by cash or check?
We are unable to accept mail-orders or checks. Order must be placed online with a major credit card. We accept American Express, Visa, Mastercard, & Discover.
Can I place my order over the phone?
Yes, please email us at firstname.lastname@example.org with your phone number and a PlaybillStore.com representative will respond promptly to take your order.
What is your sales policy?
PlaybillStore.com reserves the right to place any of our merchandise or subscriptions on sale, and to end any such sale, without prior notice to the public. Sale prices will not be honored once the item or items are taken off sale.
I received a PlaybillStore.com email gift certificate. How do I use it?
Your email gift certificate contains a unique code beginning with the "@" symbol. Simply enter the code in gift certificate field on the shipping and billing page, then click on the Apply button. Gift certificate codes cannot be used to purchase gift certificates. If your order exceeds the amount of the gift certificate, you will need to pay the remaining balance with a credit card.
Do I have to register an account in order to shop at PlaybillStore.com?
Absolutely not. You do not have to register an account to shop with us, you may check out as a guest. If you are a frequent customer you may want to consider registering an account to save your shipping info and speed up the checkout process, but it's never required.
My order is a gift. Will an invoice be included in the package?
For orders shipping to residents of the USA and its territories, only a packing slip is included, which does not list prices. For orders shipped outside the USA, an invoice with prices will be attached to the outside of the package in an envelope per customs requirements.
Do you offer gift wrapping?
We are not able to wrap your gifts.
Do you offer quantity discounts?
We do offer quantity discounts on some of our products. To request a quantity discount, email us at email@example.com. Be sure to include the name of the items and items you wish to purchase, along with the quantity.
Is my transaction secure?
Absolutely. PlaybillStore.com is hosted by the Yahoo! Merchants shopping platform, which protects your personal and credit card information with state-of-the-art 128 bit encryption technology, and SSL, or Secure Sockets Layer. SSL provides sound privacy protection by encrypting the already heavily secured channel of communication that goes between you the consumer and the PlaybillStore.com database. Using a mathematical formula, SSL puts the information you send into a complex code. Think of it as a coat of armor. Even if intercepted, which is highly improbable, it would be extremely difficult to break into. SSL enables the consumers computer to automatically scramble the information being transmitted - such as credit card numbers - before it is sent to our database. Once it reaches our database, only our software is able to unscramble this data. As an additional safety precaution, credit card numbers are automatically deleted from the PlaybillStore.com database after 30 days. Since the data is sent secure, you can complete your transactions with PlaybillStore.com in confidence that no one else can read, change, or otherwise tamper with your personal and credit card information as it travels over the internet from your computer to our database.
PlaybillStore.com is committed to protecting our customers privacy. Click Here
Do you ship outside the USA?
PlaybillStore.com ships worldwide.
How are foreign orders shipped?
Foreign orders are shipped via UPS Worldwide Air and will arrive within 3 to 10 business days.
Why do you ship outside the USA via UPS? International Priority Mail is less expensive.
It does cost a few dollars more to ship via UPS, but the service is superior. With UPS your order will typically arrive in less than a week, with Priority Mail it takes at least three weeks and sometimes longer. UPS also offers tracking from our door to yours - Priority Mail does not.
I have placed an order to be shipped outside the USA. Does my order total include and VAT taxes or customs duties I may owe?
It does not. Any customs duties or VAT taxes owed will be collected upon delivery of your order. We can not calculate these fees for you. If you have questions about customs duties and VAT taxes, we suggest you contact your local customs office.
I don't want to pay customs duties and VAT taxes on my international order. Will you ship my order marked as a gift?
No we will not. All orders shipping outside the USA are shipped with an invoice attached to the outside of the package and pass through customs as a purchase which may be opened and inspected, in accordance with international laws.
I'm looking for a certain Broadway show on DVD and can't find it on your site. Why aren't all Broadway musicals available to purchase on DVD?
Here at PlaybillStore.com, one can easily buy DVD recordings of Broadway's Into the Woods, Fosse and Jekyll and Hyde. Other musicals, such as The Light in the Piazza, Contact, and Legally Blonde, have been recorded and broadcast on television, but are still unavailable for purchase. Why some and not others? The reasons are surprisingly complicated, and as Playbill.com found out, don't always have a single answer.
Maria Somma, a spokesperson for Actors' Equity Association (AEA), says that every show that wishes to be recorded for broadcast in its entirety must be evaluated separately, and "all the terms and conditions must be negotiated on an individual basis." If the producers decide to broadcast a production, the Screen Actors Guild (SAG) and/or The American Federation of Television and Radio Artists (AFTRA) become involved along with AEA to draw up the specific contracts for the rehearsals, filming and broadcasting. If a DVD results from the broadcast, it is typically SAG or AFTRA that takes over with the negotiations.
These contracts are long and involved, and since each recorded production is treated as its own case, the headache-inducing minutia can sometimes threaten to take over. Because of this, producers often think long and hard before deciding to record, broadcast and release a DVD.
Most musicals that have been broadcast on television have done so on PBS, either through "Great Performances" or "Live from Lincoln Center." The difference between these programs is that most "Great Performances" broadcasts eventually become available for purchase, while those from "Live from Lincoln Center" do not. According to "Live from Lincoln Center," the shows that they have broadcast (such as The Light in the Piazza and Contact) were cleared for television broadcast only, and the "arrangements with the artists, guilds, and unions prohibit us from making them available in any other form."
Many productions broadcast through "Great Performances," such as Kiss Me, Kate and Cats, were recorded in England, exempting them from American union broadcasting rules; therefore, the resulting DVDs are available for personal purchase. The recent Broadway revival of Company, however, was filmed at the Ethel Barrymore Theatre shortly before its closing in July 2007 and was released on DVD in May of this year. This was possible, Somma says, because of the decisions made through either AFTRA or SAG.
Legally Blonde, however, is its own special case. As the first Broadway musical to be broadcast in its entirety while still open and with no plans to close, the deal struck between its producers and the MTV executives had very specific regulations. "Part of what was stipulated and set up upfront was that there would be a limited amount of showings," says Kristin Caskey, one Legally Blonde's producers. "They (MTV) were allowed, I believe, six airings over a six-week period. And once that was done, it was done."
The collaboration came about because MTV executive George McTeague saw the show, "fell in love with it, and thought it would be absolutely perfect for the MTV audience," says Caskey. "We looked at the pros and cons and realized that the demographic that MTV speaks to is a demographic for our show."
The success of broadcasting Legally Blonde on MTV, combined with its spin-off reality casting show that named Bailey Hanks the new Elle Woods, seems like it would be perfect packaging for a DVD, right?
Not if you think about it. "It's one thing to have a film come out, which is quite different from what you experience when you see it onstage," says Caskey. "In this instance, the MTV special was, obviously, what you see onstage, so as long as the show is running, we didn't really have any interest to have a DVD out there for the general public to purchase. Our interest is in having them come see the show, either on Broadway or on the national tour, which launches this fall. And, if at some point further down the line, years from now, if that becomes of interest, we would have to go to the studio and all of the different unions to see if this is something everyone wants to do." - Lindsey Wilson, Playbill.com