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Frequently Asked Questions

Cancellation Policy

We strive to fulfill every order we receive; however, on occasion we may have to cancel parts of your order due to availability of products. If your order is canceled the pre-authorization hold on the funds will be released for the price of the item or order that did not ship. Pre-authorization holds will be released within 2 to 10 business days depending on your bank’s policies. Partial orders will be charged only for the items that shipped; this includes sales tax and shipping. goHastings.com reserves the right to cancel any order at any time.

Up to date order information may be viewed in the "My Order Status" section. This will provide you with the most current information about your order’s status.

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Career Opportunities

Hastings is an Equal Opportunity Employer. We offer excellent training with competitive compensation and benefits, including a 401(k) Profit Sharing Plan, Associate Stock Ownership Plan, Group Health Insurance and a generous associate discount! If you love music, movies or books and are interested in building an exciting career in the entertainment business, Hastings is the place for you! Visit our Careers page for more information about open positions.

http://www.gohastings.com/Careers

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Change or Cancel Your Order

Most orders placed on goHastings.com enter the shipping process very quickly so we can ship your items to you as quickly as possible. For this reason it may not be possible to cancel or remove an item on your order. Orders already in the shipping process cannot be modified or canceled.

You can cancel your unshipped items by contacting our customer service team at: (877) 427-8464.

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Find a Store

To find a Hastings store near you visit our store locator Store Locator.

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Giftcards

Using a Giftcard to pay for a goHastings.com order

To redeem your goHastings.com Giftcard:

  1. After adding all items to your cart, Continue to Checkout
  2. On the Order Review and Payment section, enter the Giftcard number and the redemption code and press the "apply Giftcard" button. Your Giftcard funds will automatically be applied to your order.
  3. Any remaining balance will remain stored on the Giftcard. You will need to keep your Giftcard on hand until your complete order has been received. If for any reason you need to return part of your order, your refund will apply to your Giftcard and any additional method of payment.

Rules and Restrictions

  1. Redemption.
    Giftcards must be redeemed on www.goHastings.com or in Hastings retail stores. Purchases are deducted from the Giftcard balance. Any unused balance will remain on the Giftcard until full redemption. If an order exceeds the amount of the Giftcard, the balance must be paid with a credit card or other available payment method. If an item that was purchased with a Giftcard is returned, funds from the purchase will be automatically credited back to the original Giftcard and then the other payment methods.
  2. Limitations.
    • Giftcards are non refundable.
    • Giftcards cannot be redeemed for cash or applied to any other account, except to the extent required by law.
    • Giftcards are redeemable for merchandise or rentals only.
    • This is not a credit/debit card and has no implied warranties.
  3. Lost or Stolen Giftcards
    We are not responsible if a Giftcard is lost, stolen, destroyed or used without your permission.

Giftcard Balance (http://www.gohastings.com/custserv/giftcard_balance_popup.jsp)

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Gift Wrap and Gift Messages

Unfortunately at this time we are unable to offer gift wrap and/or gift messages. Packages will be packaged in an unmarked brown box/envelope or wrapped in brown craft paper for shipment.

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How do I Look Up Local Store Availability

You can check your local stores to see if any product on the site is available for purchase. Follow these steps...

1. Click on the link "Can I pick this up at my local store?"

Local store pickup



2. Enter your Zip Code here

Local store pickup



3. When presented with multiple choices, pick favorite store from dropdown menu

Local store pickup



4. After picking your store, you will be able to see if the items are available. Don’t forget to always double check by calling your local store to make sure the item is available.

Note: Prices for the same product can vary between goHastings.com and Hastings stores. Please contact your local store for pricing at that store.

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How Does goHastings Ship My Orders

goHastings.com utilizes a unique system named goShip to give customers the experience of purchasing used entertainment products from across the country. goShip is a distribution method that scans and pulls used products from the inventories of 146 physical Hastings superstores across the United States. Customers regularly sell their books, movies, CDs and video games to physical Hastings stores and gain store credit or cash in return. Hastings guarantees the used products 100 percent. As a result of utilizing the goShip distribution method, goHastings.com is able to offer one of the largest inventories of used entertainment products in the country.

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Change or Cancel Your Order

Most orders placed on goHastings.com enter the shipping process very quickly so we can ship your items to you as quickly as possible. For this reason it may not be possible to cancel or remove an item on your order. Orders already in the shipping process cannot be modified or canceled.

You can cancel your unshipped items by contacting our customer service team at: (877) 427-8464.

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Passport Card - What is it?

Your Hastings Passport card is the card that you scan with all your purchases in our Hastings stores. If you have a Hastings Passport account and scan your Passport card each time you purchase, we will send you emails and offers about the products you love. Offers for the Passport program are posted on our Facebook page, in-store, in our weekly ad (FSI - Free Standing Insert), and also sent via email. The Hastings Passport program is here to help you continue to discover your entertainment at your local Hastings. For additional questions, as to what the Hastings Passport program is or to sign up, please visit your local Hastings and ask an associate.

If you have signed up but haven't seen an email, make sure to get with your store and they will work to help you get the correct email address. If you already have a rental account at Hastings, then you are already a part of the passport program, just make sure you have a valid email address on your account to start receiving emails.

To link your online and instore account, input your Hastings Passport card number into your goHastings account here. You can find your passport number on the back of your Hastings Passport card.

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Password Help

You are able to change your password by logging into your account and visiting the "My Account" page. Next click on Change My Email Address or Password and follow the steps. If you have cannot remember your password please contact our customer service department to have your password resent to your registered email address with goHastings.com.

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Payment Options

goHastings.com accepts the following forms of payments:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • Hastings Giftcards
  • PayPal

goHastings.com does not accept personal checks, purchase orders, cash cards, or Visa/Mastercard/American Express Giftcards.

How does PayPal™ work?
Sign-up for a PayPal account, and then link your bank account, debit, or credit cards to it. Select PayPal when you checkout and you?ll be taken to a secure PayPal server to pay for your items. Your items get shipped to you, and the seller never collects your financial info. For more info visit: www.paypal.com

About Bill Me Later®, a PayPal™ service
Bill Me Later is available as a payment option at thousands of online stores and once added to your PayPal account, it can be used almost everywhere PayPal is accepted. Think of it as a secure, instant, and reusable credit line without the plastic.

You can apply today, or choose to apply during checkout. To apply, simply enter your birth date and the last 4 digits of your Social Security number, then accept the terms. You'll get an approval decision in seconds. Bill Me Later is subject to credit approval and offered by WebBank, Salt Lake City, Utah.

There are no account numbers to enter or long credit applications to fill out. Bill Me Later is available within the checkout process. When you link your Bill Me Later and PayPal accounts, you can use Bill Me Later(and get more time to pay) at most places PayPal is accepted - both offline and online.

Special financing offers give you the flexibility to buy more of what you want and choose how you want to pay - in full, or by spreading out your payments over time. (Offers vary depending on where you shop and how much you spend.)

Get peace of mind with Zero Fraud Liability and PayPal?s Purchase Protection program

For more info visit: www.billmelater.com

*Bill Me Later is subject to credit approval, as determined by the lender, WebBank, Salt Lake City, Utah. goHastings.com may not answer or attempt to answer Bill Me Later-related customer service inquiries. These inquiries must be made directly to Bill Me Later Customer Support at 866-528-3733. goHastings.com may not represent Bill Me Later in any way.


Hastings stores accept the following payment methods:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • Hastings Giftcards
  • Personal Checks
  • Business Checks
  • Cash

Authorization Process
When your order is placed, goHastings.com authorizes your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order amount until the order is shipped. You will not be charged for items that do not ship.

While we strive to provide a website that is easy to use - and a Customer Service that can assist you if you experience issues placing your order online - we currently cannot take your order by phone. We do not accept credit card information over the phone to protect your security.

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Pricing Adjustments and Price Matching

goHastings.com does not participate in price matching or price negotiating. With the wealth of items that other retailers offer online, as well as goHastings.com, it is impossible for us to price match against other retailers. We do not offer bulk order discounts.

Prices may differ in our store locations from those prices on goHastings.com

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Prices In Stores and goHastings.com

Prices for the same product can vary between goHastings.com and Hastings stores. Please contact your local store for the pricing at that store.

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Security and Privacy Policy

Shop with Confidence at goHastings.com
At goHastings, we understand your concerns about online privacy and security. We appreciate the trust you place in goHastings.com, and we are committed to respecting your privacy and the security of your personal information. That's one of the reasons we maintain rigorous standards to ensure your personal information is safe when you shop at goHastings.com. Our Security and Privacy Policy, updated on March 6, 2012, describes the information we collect on the goHastings.com website and how we use it.

Summary of Privacy Practices
Here is a quick summary of our key privacy practices:

  • We collect personally identifiable information that you voluntarily share with us, for example when you decide to make a purchase on our website. We also collect anonymous information that your browser typically shares with websites, such as your browser type, IP address, and the date and time of your visit.
  • When you provide your personal information, we use encrypted transmissions to secure the information. We have policies and procedures to keep your personal information confidential and to limit access to those with a legitimate need to use the information.
  • We use the personal information that we collect to provide customer service and for our internal business and marketing purposes. If the contractors who help us provide our services have access to your data, we require them to keep the information confidential and prohibit them from using it for any other purposes.
  • We do not sell or rent your personal information to others. We may occasionally partner with other companies for promotions and sweepstakes, and these partners may also have access to the information that you submit in connection with the promotion or sweepstakes. If we do this, we will disclose it in the rules associated with the promotion or sweepstakes and will clearly identify our partner company.
  • We use marketing companies to serve our advertisements over the Internet. While we do not provide them with any personal information about our website visitors, they may collect anonymous information about those who interact with our ads and use the information to deliver behavioral advertising.

For more information about our Privacy Policy please view it here: goHastings.com Privacy Policy

We strive for customer satisfaction! Our BizRate Customer Rating can be verified below. We also keep your information secure! Check our VeriSign SSL Certificate for details.

bizrate Customer Certified Site - GoHastings Reviews at Bizrate
VeriSign Secured

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100% Product Guarantee

We strive to provide high quality products to our customers.

New Product
We 100% GUARANTEE all new products to be in new condition and in the original packaging.


*Exception: Video Games - In our retail locations, we remove the original packaging from some video games so that we can securely display the box. Therefore, a small number of video games may be repackaged with all of the original contents, in a plastic bag with an orange and white card stating that the item is a repackaged item. The product is still 100% GUARANTEED.

USED/Previously Viewed Product
We 100% GUARANTEE the full functionality of all used and previously viewed product. Due to the nature of used and previously viewed products; booklet inserts, digital content and manuals are not guaranteed in any used or previously viewed product. Select downloadable and online content/features may require an additional purchase.

Previously Viewed/Previously Played (PV/PP) - are movies/games that were rented in our retail locations. These movies/games have been reconditioned. This product will not include special features, additional discs, digital content, inserts or other inclusions typically associated with new product. Select downloadable and online content/features may require an additional purchase.

USED - is product we have purchased through our trade in program or from other merchant partners. These products are carefully inspected before purchasing and tested to ensure they have full functionality. This product may not include additional discs, digital content, inserts or other inclusions typically associated with new product. All items are reconditioned and packaged for purchase. Select downloadable and online content/features may require an additional purchase. Used products may also include promotional items.

Questions or Concerns
If you have any problems with your product please contact our Customer Service Team and they will be happy to assist you. Our Refund and Return Policy is located here.

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Promotion Information

goHastings.com has great promotional offers, many of which are offered exclusively through our weekly deal emails. You may sign up to receive our emails by visiting our Email Signup page

When taking advantage of a promotion, be sure to read the entire list of restrictions associated, as certain items may not be eligible.

When you enter the promotional code into the shopping cart you will see a message that states that your promotion has been applied as well as see the promotional discounts taken automatically from your products. However, if no promotional discounts are seen some of the items in the cart may not eligible for the promotion.

Promotions will only apply until 11:59pm CST on the last day of the specified promotion period. We are unable to apply promotional offers to items ordered before or after the dates and ending time of a promotion.

Promotions are subject to change and may be canceled at any time.

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Refunds, Returns and Exchanges

Exchanges
goHastings.com cannot perform product exchanges. Product may be returned for a refund if it meets the below criteria.

“New” Product Refund
You may return new, unopened items within 30 days of shipment for a full refund. Items should be returned in their original product packaging.

Returns for defective Video Game Systems must be made through the manufacturer’s warranty.

Shipping and handling charges are not refundable, unless the product is being returned due to our error.

Return shipping will be paid by goHastings if the return is due to our error.

“USED/Previously Viewed Product (PV)” Refund
You may return used/previously viewed, unopened items within 30 days of shipment for a full refund. Items should be returned in their original product packaging.

You may return used/previously viewed, defective items within 30 days of shipment for a full refund. Items should be returned in their opened original product packaging and include any manuals, cabling and accessories.

Shipping and handling charges are not refundable, unless the product is being returned due to our error.

Return shipping will be paid by goHastings if the return is due to our error.

Internet Purchase Return Instructions
Refunds for products meeting the above mentioned return criteria should be handled as follows:

  • Product returns due to our error or defective product:
    Contact a Customer Service Representative at 1-877-427-8464 or service@goHastings.com for a return shipping label. Follow the instructions on the return shipping label to return the product.
  • All other Returns
    Write the quantity and reason for return on the packing slip that came with your order. If you do not have your packing slip, please write the order number on a piece of paper and include with your return.
    Pack items securely, along with the packing slip as listed above.

Ship your return to:
Hastings Internet, Inc
3601 Plains Blvd.
Amarillo, TX 79102

Receiving a Refund
The refund will be processed after the product is received. Allow 2-3 weeks for your return to be received into our return center and a refund processed (though in many cases you’ll receive the refund sooner).

This time period includes

  • 5 to 10 business days for us to receive your return from the shipper
  • 3 to 5 business days for us to process your return
  • 1 day to send the refund to your bank for processing
  • The time it takes your bank to process our refund request (most banks process refunds in 3-10 business days)


How Refunds are Issued

If you paid by ?

Your refund will go to ?

Credit card

Credit card

goHastings.com Giftcard

Giftcard balance

Credit card and Giftcard

Giftcard balance first, then credit card

Promotional code

No refund issued

We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.

If you notice discrepancies or have questions regarding your order, please contact a Customer Service Representatives at 1-877-427-8464 or service@goHastings.com

Note: Unfortunately, local Hastings stores cannot accept product refunds for goHastings.com purchases at this time.

Digital eBook Refunds

  • Do you have a Kindle and goHastings eBooks aren't working?

    Unfortunately Amazon, the manufacturer of the Kindle, only allows books made specifically for the Kindle and downloaded from Amazon, to run on the Kindle.

    We will gladly process a refund for you if the book has not been downloaded from goHastings.

Not all digital eBook purchases are eligible for refund. Pease contact a Customer Service Representative at 1-877-427-8464 or service@goHastings.com regarding specific issues with your digital purchase.

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Sales Tax

Currently goHastings.com only charges sales tax in states where we have a physical presence. Sales taxes are calculated during the ordering process and will show tax charged for the delivery destination, based on current tax rates. Shipping charges may also be subject to tax in certain states.

Our site is not set up to accept tax exemptions. Purchases needing to be made with tax exemptions, must be made through your local Hastings store.

Currently sales tax is automatically applied in the following states:

  • Alabama
  • Arkansas
  • Arizona
  • Colorado
  • Florida
  • Idaho
  • Indiana
  • Kansas
  • Kentucky
  • Louisiana
  • Missouri
  • Montana
  • Nebraska
  • Nevada
  • New Mexico
  • Oklahoma
  • Tennessee
  • Texas
  • Utah
  • Washington
  • Wyoming

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Shipping and Delivery

goHastings has partnered with the USPS and UPS to deliver your packages. We will determine the shipper at our discretion. We offer delivery to continental United States, Hawaii, Alaska, APO, FPO, and US territories.

Please note that your order may ship from multiple locations and arrive in separate packaging.

Get more details on our Shipping Information page.

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Update My Email Address

You are able to change your password by logging into your account and visiting the "My Account" page. Next click on Change My Email Address or Password and follow the steps. If you have cannot remember your password please contact our customer service department to have your password resent to your registered email address with goHastings.com

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