Please ensure that your shipping address details are correct, as they are used exactly as inputted by you. We are not responsible for orders with incorrect or missing information should they not reach you. It may be necessary for us to contact you to arrange a timed delivery or to confirm your details. In these instances, if no response is received within 30 days from the date the order is placed, then HMV reserves the right to cancel the order and refund your points.
Standard shipment delivery:
All rewards are dispatched via HMV Canada’s preferred shipment methods which include, but are not limited to, FEDEX, Canada Post, and/or Purolator. We will advise via email of the delivery method we’ve selected once your reward request has been dispatched for fulfillment. All methods are fully secure and you will be notified once your reward has been shipped and your delivery tracking number will be supplied for reference
Fulfillment of reward requests will be addressed within 3 business days. Please allow up to 30 days to receive your selected reward. Delivery of certain rewards, such as concert tickets or experiential events, may vary from the standard shipment policy due to their time sensitive nature. You will be notified directly via email and/or phone concerning any alternative pick-up or delivery methods.
Lost, damaged and out of stock items:
On the rare occasion that your reward is out of stock, or is lost during shipment, we will refund your points to your pure account and notify you of the situation. If your reward is damaged prior to receipt, you may return it, at HMV Canada’s expense, and pending investigation of the claim your points may be refunded.
In the event that you do not receive your reward within the specified time period and have not received any communication from us in regards to late delivery, or if you wish to make a claim, please contact us directly via one of the below methods: