FYE customers may need help with an online order, damaged shipment, return, refund, missing package, store purchase, collectible, preorder, gift card, Backstage Pass membership, recurring VIP charge, or another customer-service concern. FYE provides separate support routes for general shopping issues and its Backstage Pass membership programs.
How to Contact FYE Customer Service
- FYE Customer Service: 1-800-818-1941
- Customer Service Email: customerservice@fye.com
- Online Contact Form: Contact FYE
- FYE Help Center: FYE Customer Help
- Backstage Pass / VIP: 1-877-351-2131
- Backstage Pass Spanish Support: 1-866-766-0251
- Backstage Pass Email: service@fyevip.com
- Backstage Pass Support Hours: Monday-Friday, 9 a.m.-11 p.m. ET
- Corporate Phone: 1-518-452-1242
- Corporate Address: FYE, 38 Corporate Circle, Albany, NY 12203
- Current Legal / Trade Name: 2428392 Inc dba FYE
- Official Website: FYE.com
FYE, short for For Your Entertainment, is a specialty entertainment and pop-culture retailer selling collectibles, vinyl records, CDs, movies, anime merchandise, apparel, toys, trading cards, candy, gifts, electronics accessories, and other fandom merchandise through stores and FYE.com.
Best FYE Support Route by Issue
- Online order: Call 1-800-818-1941, email customerservice@fye.com, or use the FYE contact form.
- Damaged or incorrect item: Contact general customer service and request return authorization before sending merchandise back.
- Return or refund: Review FYE’s current refund policy and obtain the required Return Authorization number.
- Backstage Pass VIP charge: Call 1-877-351-2131 or email service@fyevip.com.
- Backstage Pass Platinum: Use FYE customer service or speak with an FYE store about the annual membership.
- Store complaint: Begin with the store manager, then escalate through FYE customer service if necessary.
- Preorder or backorder: Keep the product page, confirmation email, and any delay or cancellation notice.
- Gift card: Contact general FYE customer service and keep the card and purchase receipt.
FYE Online Order Help
FYE customer service handles issues involving:
- Order status
- Shipping delays
- Missing merchandise
- Incorrect items
- Damaged shipments
- Backordered products
- Payment problems
- Returns and refunds
Before contacting FYE, have:
- Order number
- Email address used for the order
- Product name or SKU
- Order and shipment dates
- Tracking number
- Photos of damaged or incorrect merchandise
- The resolution you are requesting
Keep the original packaging until a damaged or incorrect shipment has been resolved.
Can You Cancel an FYE Order?
FYE states that it may be unable to cancel an order once the order has been sent to one of its fulfillment centers or fulfillment partners for processing.
If cancellation is no longer possible, FYE recommends receiving the item and then contacting customer service for return authorization when the product qualifies for return.
If you discover an incorrect:
- Item
- Quantity
- Shipping address
- Billing information
- Product selection
contact FYE as soon as possible rather than waiting for shipment.
FYE Returns and Refunds
FYE currently allows most eligible online merchandise to be returned within 30 days of the ship date.
Mailed returns require a Return Authorization number, or RA number. Contact customerservice@fye.com and include your name and order number when requesting authorization.
Returned merchandise generally must be:
- In new condition
- In the original packaging
- Complete with accessories
- Returned according to the product-specific requirements
FYE recommends using a trackable shipping service and keeping the shipment receipt.
FYE Products With Special Return Rules
FYE’s current return policy includes important product restrictions.
- Music, movies and video games: Must generally be unopened.
- Electronics and accessories: Must generally be unopened.
- Toys and collectibles: Must generally be unopened.
- Books: Must remain in original condition.
- Clothing: Must be unworn and unwashed.
- Food and beverages: Final sale.
- Perishables and personal-care items: Generally nonreturnable unless defective or misshipped.
- Personalized merchandise: Nonreturnable.
Trading cards may also have special restrictions. Contact FYE before opening, mailing, or attempting to return collectible card products when return eligibility is uncertain.
Damaged, Defective or Incorrect FYE Orders
FYE’s policy provides more favorable treatment when the company sends a damaged, defective, or incorrect item.
FYE states that qualifying defective, damaged, or misshipped items can receive refunds for the merchandise and applicable shipping and handling costs.
When reporting the problem:
- Photograph the item and packaging.
- Keep the shipping box and label.
- Save the order confirmation.
- Contact FYE customer service.
- Request a Return Authorization number when a return is required.
- Keep the return tracking information.
For ordinary returns that are not caused by a defect, damage, or FYE shipping error, original and return shipping costs generally are not refunded.
How Long Does an FYE Refund Take?
FYE says a returned order must first be received and processed before a refund is issued.
Its order-cancellation information says customers should generally allow:
- Approximately 1-2 weeks after receipt for return processing in applicable cases
- Another 3-7 business days for a processed credit to appear, depending on the payment provider
The broader FYE refund policy advises that some credits may take up to two billing cycles to appear on a credit-card statement.
Keep your tracking number until the refund has posted.
FYE Backstage Pass Customer Service
FYE operates separate Backstage Pass membership programs.
For membership questions, use:
- Backstage Pass Support: 1-877-351-2131
- Spanish Support: 1-866-766-0251
- Email: service@fyevip.com
- Hours: Monday-Friday, 9 a.m.-11 p.m. ET
The 1-877-351-2131 number should not be confused with FYE’s general customer-service number. General online shopping and order support uses 1-800-818-1941.
FYE Backstage Pass VIP
FYE currently advertises Backstage Pass VIP as a paid subscription membership with:
- A seven-day free trial
- Monthly direct credit-card billing after the trial
- Regular FYE purchase discounts
- Birthday discounts
- Additional partner benefits
The current advertised VIP rate is $13.99 per month.
Because this is a recurring membership, review the terms, billing frequency, trial period, and cancellation requirements when enrolling.
If you see an unfamiliar FYE VIP or Backstage Pass charge:
- Check whether you enrolled during an FYE store transaction.
- Review receipts and emails for membership information.
- Check the trial and renewal dates.
- Call 1-877-351-2131.
- Ask whether the membership remains active.
- Request cancellation if you no longer want the service.
- Save the cancellation confirmation.
FYE Backstage Pass Platinum
FYE also offers Backstage Pass Platinum.
The current Platinum membership costs $25 per year and generally provides a 10% discount on eligible FYE purchases and a birthday discount.
FYE states that certain categories are excluded from the discount.
For a Platinum membership purchased in an FYE store, the current policy states that a full membership-fee refund is available only when cancellation is requested at that store on the same day as the purchase and the receipt is provided. After that period, membership fees are generally non-refundable.
Review the current FYE Backstage Pass information before enrolling.
FYE Gift Cards
FYE’s current payment information says traditional FYE gift cards are not currently accepted online as a payment method.
If you have an older FYE gift card:
- Keep the card.
- Keep the purchase or activation receipt when available.
- Contact FYE before attempting a large purchase.
- Confirm whether the card can be redeemed at the intended store.
Do not publish a full gift-card number or PIN in a public review.
FYE Shipping
FYE currently ships using several carriers, including USPS, UPS, FedEx, and DHL.
Orders can also be split into multiple shipments when products are fulfilled from different locations.
FYE publishes standard, expedited, and rush delivery options, although availability and pricing depend on the product.
For a delayed shipment:
- Check the order status.
- Review each tracking number if the order was split.
- Check for backorder or delay emails.
- Contact FYE if tracking stops updating or the expected delivery period passes.
FYE Store Complaints
For a problem involving a physical FYE location, start with the store manager.
Store concerns can include:
- Checkout pricing
- Sale signs or coupon exclusions
- Backstage Pass enrollment
- Employee interactions
- Returns
- Product availability
- Used-media transactions
Use the official FYE Store Locator to identify the location involved.
Keep the receipt and photograph disputed sale signs or shelf labels when a pricing complaint involves an in-store advertisement.
How to Escalate an FYE Customer Service Complaint
- Use the correct support route: general customer service or Backstage Pass support.
- Keep receipts, order confirmations, photographs, tracking information, membership records, and emails.
- Clearly state the refund, replacement, cancellation, price adjustment, or other resolution requested.
- Ask for a case number or written confirmation when possible.
- For store issues, speak with the store manager first.
- For unresolved online issues, continue through FYE customer service.
- For unresolved Backstage Pass charges, use 1-877-351-2131 and retain cancellation records.
- For a formal unresolved complaint, write to FYE at 38 Corporate Circle, Albany, NY 12203.
FYE Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently displays 0 out of 5 stars based on 0 FYE customer reviews.
Because no reviews have been submitted on this CSN listing yet, there is not enough firsthand CustomerServiceNumbers.com feedback to identify reliable positive or negative trends involving FYE orders, stores, returns, refunds, product availability, Backstage Pass memberships, or customer-service responsiveness.
The previous version of this page described praise for FYE’s product variety, promotions, and store experience and complaints involving customer service, product availability, and returns. Those statements were not supported by reviews submitted to this CSN listing and should not be treated as CustomerServiceNumbers.com review findings.
FYE Corporate Information
FYE’s current official contact-information page identifies the business as:
2428392 Inc dba FYE
38 Corporate Circle
Albany, NY 12203
United States
The corporate phone number listed by FYE is 1-518-452-1242.
FYE’s retail business was acquired from Trans World Entertainment by a Sunrise Records-related company in 2020.
For current headquarters, corporate complaint, Backstage Pass, and escalation information, see FYE Corporate Office Headquarters.
Frequently Asked Questions
What is the FYE customer-service phone number?
FYE currently lists general customer service at 1-800-818-1941.
What is the FYE customer-service email?
Email FYE at customerservice@fye.com for general customer-service and online-order issues.
What is 1-877-351-2131 for FYE?
The number 1-877-351-2131 is specifically for FYE Backstage Pass and Backstage Pass VIP support.
What are FYE Backstage Pass customer-service hours?
FYE currently lists Backstage Pass support Monday-Friday from 9 a.m.-11 p.m. ET.
How do I cancel FYE Backstage Pass VIP?
Contact Backstage Pass support at 1-877-351-2131 or service@fyevip.com. Keep the cancellation confirmation and check future statements for additional recurring charges.
How long do I have to return an FYE online order?
Most qualifying online products can currently be returned within 30 days of the ship date, subject to product-specific exclusions and condition requirements.
Do I need authorization to return something to FYE?
Yes. FYE’s current online return policy requires a Return Authorization number for mailed returns.
Can opened movies, music, games, electronics or collectibles be returned?
FYE generally requires those categories to remain unopened for a standard return.
Where is FYE headquartered?
FYE’s current official contact information lists 38 Corporate Circle, Albany, New York 12203.
Who owns FYE?
FYE’s current trade name is 2428392 Inc dba FYE. The FYE retail business was acquired by a Sunrise Records-related company in 2020.
Related Entertainment Retail Customer Service Pages
Related FYE Corporate Resource
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer-service experiences since 2004. The site is independent and is not owned or operated by FYE, 2428392 Inc, Sunrise Records, a FYE store, or a Backstage Pass service provider.
Share Your FYE Customer Service Experience
If you contacted FYE about an online order, damaged shipment, return, refund, store purchase, preorder, collectible, gift card, Backstage Pass membership, recurring VIP charge, employee interaction, or another customer-service issue, describe what happened, which support route you used, how FYE responded, and whether the problem was resolved.
Privacy warning: Do not publish your full FYE order number, home address, telephone number, private email address, payment-card information, Backstage Pass membership number, gift-card number or PIN, account password, tracking number, or private customer-service correspondence containing personal information in a public review.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information and review website and is not affiliated with FYE, 2428392 Inc, Sunrise Records, a FYE store, or a Backstage Pass provider. CustomerServiceNumbers.com cannot access FYE orders, cancel memberships, issue refunds, authorize returns, change shipments, process gift cards, resolve store complaints, or respond on behalf of FYE. Phone numbers, membership prices, return rules, shipping fees, store locations, corporate information, and support procedures can change. Verify important information through FYE’s official website before relying on a return deadline or membership cancellation.