RAPBAY.COM's F.A.Q. Section

Where is my order?

You can check the status of your order a couple of different ways.

-Log into your Rapbay.com account and check the status there once you have logged in.

If your order status says, Processing, that means we’ve received your order and are working on it. Typically it takes 24 hours for an order to process through our system once it’s placed. Also, we’re not open on the weekends so any orders placed on Friday won’t be received until the following Monday.

If your order status says, Backordered, that means that we’re currently out of stock on one or more of the items that you ordered. We make every attempt to re-order the item(s) and have them back in stock quickly. Sometimes, some items can take a little longer to get. If for whatever reason we’re not able to get the item in or you no longer wish to wait, you always have the option of choosing replacement items or getting a refund. If we’re not able to get the item(s) in, we do our best to contact you and let you know.

If your order status says, Completed, that means your order has shipped or has been refunded if there were was an item or items we were unable to get back in stock.

If your order status says, Cancelled, that means your order was refunded. Or it means you had a pending money order within our system that we waited 2 weeks for and never received.

-E-mail us at [email protected] and ask about order status there. Please include your order number, name and phone number.

-You can call us at toll free 1-866-4-rapbay or 510-632-7708. Please have your order number available.

Do you ship to inmates?

Yes! We will happily ship to inmates. Please remember to check with the facility that you’re attempting to ship the order to to make sure the inmate is able to receive what you’re trying to send them.

Things to verify before sending:

Can inmates receive CD’s with a Parental Advisory on the cover?
Can they receive CD’s?
Can they receive magazines?
If so, which ones?

The easiest way for inmates to order from Rapbay.com is outlined below

1. Most correctional facilities require orders to be placed by the inmate. The inmate will authorize a check from his own account and send a check along with an order form in an envelope. His/Her facility will authorize the inmates order before the inmate mails the order form and check. After the facility authorizes the order then paper work will be in place for the inmate to receive his/her order.

2. Many times facilities will require Rapbay.com to send a catalog to an inmate with all the order information before they can order. You can call rapbay.com at 1-866-4-rapbay to request a catalog be sent to an inmate or email [email protected]

3. Jpay.com is a good way to send inmates money using a credit card or debit card. This money will be put on the inmate’s account allowing them to buy from Rapbay.com. Just log on to jpay.com and set up an account. You will need your inmates name, PFN number and other info. Its real easy. You can also send your inmate emails and pictures for a small fee using jpay.com.

4. Some facilities will allow people on the outside to order using a credit card or money order using the rapbay.com website. Rapbay.com will then include an invoice along with the order and send it to the inmate. This way is not always guaranteed. Many times facilities will consider this contra band and the order will be refused or confiscated.

5. After Rapbay.com receives the order we process it, enter it into the computer and ship the order along with a receipt to the inmate.

Any questions you can always email us at cs @rapbay.com or call us Monday – Friday 10am – 4 pm toll free 1-866-4-rapbay

Do you have a store?

We no longer have a public location. We do not allow people to come to our location to purchase items and we only specifically sell off of the internet. We do wholesale to stores across the US so check your local mom and pops stores for our titles.

What does Pre-Order mean?

If you ordered an item that is a Pre-order that means that the item has not been released for public sale yet. When the item is delivered to us, we pull all of the orders that are marked pre-order and ship those orders first.

Chances are, if you haven’t received your pre-order yet, neither have we!

Also, when we get items in that were previously on pre-order you can check the front of our website and once we get them in, we typically put them there for sale.

What payment methods do you accept?

You can pay with a Credit card or debit card (master Card, visa or discover),Paypal (all credit card companies, banks and other options) Google Wallet / Checkout (all credit card companies, bank and other options) or a Money Order.

With Credit Cards, we accept Visa, Mastercard and Discover through our website. If you use Google Checkout, we accept all of those as well as American Express.

What is Google checkout? Google Checkout is a checkout system owned by Google Inc. and we use them as an alternative to our checkout system on Rapbay. They’re are very secure and easy to use and once you’ve entered your information once, you do not need to enter it every time you place an order.

Money Orders, you can place an order through the website just like any other order and when you get to the payment screen, you can change the payment type to Money Order and place the order. This will put the order in our system so all you have to do is send the money order with your information on it and we take care of the rest when we get it. At the same time, it gives us a heads up as to what products you’d like so we can make sure to have them in stock.

Also, for money orders you can either write down what you want and send it in to us. You can call or e-mail us for your total if you’re not sure how much it will be. Please make sure you take into consideration shipping, tax and whether the items have any additional shipping. (Items like clothing and magazines have additional shipping!)

Why was my card declined? or Credit Card charged twice?

Did you recently try placing an order only to get a message that the card was declined for either an AVS mismatch or was declined due to the bank?

After that happened, did you go and check your bank account and it looks like even though your card was clearly declined, you still got charged at least once, possibly multiple times?

What you’re seeing on your bank account is a temporary hold of funds that was placed there by the bank. Any time you use your card, whether or not it was approved or declined, the bank automatically puts a hold on the funds to verify that they’re there.

Once the bank sees that the card was declined those holds will drop off and the money will be returned to your account.

Typically, this only takes a couple of days but it depends entirely on your financial institution.

Please note, the bank is the one who declined the card, not Rapbay, so unfortunately, we have no ability to return the money or drop the holds. You typically just have to wait until they drop off.

If your card gets declined, call us or call your bank before trying multiple times. Each time you try your card another hold will be placed.

If your card was declined that could be due to a lack of funds or if you’ve recently added funds to your account they may not have posted yet. Also, if you’re using a pre-paid card, make sure the card has been activated.

This can happen for a number of reasons: things may be spelled differently, if you’ve moved recently, the bank may not have updated your new address (which if this is case, try your old address also because more often than not, this works.), etc.

If you talk to your bank and find that everything matches, you can always place your order using Google Checkout, they have different filters and tend to accept addresses easier.

What does AVS Mismatch mean?

AVS Mismatch stands for Address Verification System Mismatch. What that means is that your billing address that you’re trying to use with the credit card you’re using isn’t matching up with what the bank has on file for that card.

How can I request a catalog?

You can either put a note on your order that you’d like a catalog (usually this can be done in the gift message section) or you can call us or e-mail us with your name and shipping address.

What is Rapbay’s contact info?

All of our contact information can be found on the front of our website.

If you need to call us you can do so at: 866-4-Rapbay (866-472-7229) or 510-632-7708

You can e-mail us: [email protected]

Our mailing address:

P.O. Box 2597
Oakland, CA 94614

What do I do if I’m having E-mail address/registration issues?

If you’re attempting to either create a new account or login into an existing account and you’re getting a message that says, E-mail address already in the system, that means you have multiple accounts with the same e-mail address.

If you give us a call or send us an e-mail we can usually clear it up for you.

How long does it take to ship?

Typically, it takes 24 hours or so for the order to process in our system. We only ship on specific days so once your order ships out it depends on where you’re located.

You item will be shipping from Oakland, CA. Typically it takes a few days for our orders to reach people. And depending on where you’re located, it can take about a week or so.

If about 2 weeks have gone by and you haven’t received your order after you received the e-mail saying it’s completed, please let us know.

Do you ship internationally?

Yes! You can find out the cost of shipping through the checkout process.

Please note: Some items can be extremely costly for us to ship internationally and shipping can cost more than someone has initially paid. If that’s the cost, we’ll contact you to let you know the amount and give you the option of making up the difference.

Do you accept Returns?

Music: We have a No Return Policy for CDs, DVD, Tapes or LPs. (Only manufacturer defects). Defective music items may be returned within 10 days after the postmarked date received for a full refund or exchange of the same item. 

Clothing: Item too small or too large can be exchanged for a different size. We will gladly accept any unworn or unused items in their original packaging within 15 days of receiving the items. We cannot refund shipping charges.

 Please allow up to 5-7 business days after we receive your return for a credit to appear on your account, or for the replacement item to be shipped.