If you have questions, please don't hesitate to email us anytime info@rapbay.com

Order Questions

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Log into your Rapbay.com and view your orders in your account area. Your order status will appear in this section.

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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.

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It 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- Sunday won’t be received until Monday.

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Typically it takes a few days for your order to be processed, pulled, packed and leave our warehouse. We ship Mondays - Fridays and if you place an order after cut off time friday afternoon - Sunday, these orders will be received Monday.

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Typically it takes a few days for delivery after you recieve shipping confirmation but it all depends where you are loacted. Our warehouse is loacteed in Concord, Ca where all orders are shipped from. We do supply a tracking number which will give status updates on your delivery time.

Common Questions

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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. In that case, we will contact you directly to let you know the additional amount and give you the option of making up the difference.

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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 cs@rapbay.com.

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.

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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.

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You can reset your password at any time by clicking the forgot my password link. You can also give us a call or send us an e-mail and we would be happy to help.

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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.

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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..

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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.

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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: info@rapbay.com

Our mailing address:

Rapbay.com 

PO BOX 5816
Concord, Ca 94523
 

Billing Questions

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You can pay with a credit card, debit card, Paypal, Google Wallet, Venmo, Apple Pay or a Money Order.

Credit Cards and debit cards, we accept Visa, Mastercard, Discover or American Express.

Apple Pay users must be using the Safari browser and running on a compatible iOS device.

Google Wallet is available to anyone with a newer Android or Apple smartphone. It gives users a fast way to make payments using credit or debit cards.

Venmo is an easy secure way to pay. Please download the Venmo app and during checkout just click the Venmo button.

Money Orders, you can place an order through the website just like any other order when checking out. You musct send in a money order before we ship your order. You can either write down what you want along with the order number or print out your recepit and send it in to us.

Send all Money Orders to

Rapbay.com

PO BOX 5816 Concord, Ca

94523

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AVS Mismatch stands for Address Verification System Mismatch. That means your billing address you are trying to use with your credit card is not matching with what your bank has on file for that card. You will need to either enter the correct billing address associated with your card or contact your bank.

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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. Please contact your bank or payment method customer service to find out why your payment was declined. Each time you try your credit card the bank will put a hold on your funds, so before trying multiple times contact your bank to see what the issue might be.

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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?

What you’re seeing on your bank account is a temporary hold of funds that was placed there by your 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.

Unable to find satisfactory answers? Contact Support