Frequently Asked Questions

We’ve tried to include a comprehensive list of answers on this page for you. If you still have questions after looking over this page, feel free to contact us.

General Questions

Is The Silent Still a band?

Yes and no. The band is only one part of what we do. While music is surely a deep part of what we do, we also release stories and art, and have immersive live events, including acrobats, costumed creatures, film, and more. Much of our “Modern Vaudeville” approach centers around the incredible stories of The Silent Still Society. There are a lot of things in the works as well, from games and theatrics to cool merchandise, audio drama, film, novels, comics, and more importantly, a lot of collaborative projects with our fans, all diving deeper into the mysterious and ancient world of The Silent Still .

I would like to review or interview you. What do I need to do?

We would love for your to contact us and discuss it. In the mean time, take a look around this website for specific information about the things we do.

I can do X, can I be a part of your team or live show?

That depends. How much are you going to pay us? Just kidding.

We’re always looking for people who would be a great fit for our team. Look around the website to see what we’re already doing and contact us to let us know how you would like to be a part. If you simply want to collaborate with us on merchandise or something else, then ignore the rest of this answer and simply contact us.

If you have a hankering for being a part of our team or live show, please contact us and let us know. We are currently auditioning bass players, circus performers, actors, merch girls, cigarette girls, magicians, costume makers, prop makers, and more to join us for various types of events.

Equally so, we’re scouting for managers to truly catch our vision and co-manage specific roles within the team with us, from events, fan collaboration, and general business, to comic books, audio dramas, table top games, and more as The Silent Still expands. Our absolute top priority is finding the right person of character and values for the team, rather than the right talent.

It would also be helpful to give us extra information, such as a press kit, which is essentially just a photo, short bio, examples of your work, and a list of relevant experience and accomplishments.

Yes, we said “hankering”.

Also, it would greatly help to know if we’re a good fit if you would answer the following questions:

1) What do you believe is the importance of each of the following and why?
• Mindset:
• Image:
• Talent:
• Business knowledge:

2) How do you plan to add value to our team, our fans, and the activities we’re engaged in?

3) What do you believe about yourself could be a detriment to us, and how do you plan to rise above it?

After reviewing your information, we will send you our vision, goals, character, values, and focus, and let you decide if you’re the right person for the team before proceeding any further. Make no mistake, despite our experience and current level of success, we are still at our humble beginnings. The vision is HUGE, the projects already in the works are many, and the possibilities within that vision are endless. Let’s build something awesome together!

Do you sell fan-made merch? If so, how?

Yes and yes! We want to share your gifts with the world! We have a lot of really cool fans and friends, and want to create incredible things with you. Whether you have just an idea or you’ve already created something, we want to help you get your talent out in the world. Contact us and let us know what you would like to do, whether to just share your creations, or to team up with us to sell it. That means if we think it’s a good fit for what we’re doing here, we’ll help you make money from your creations!

I have an AWESOME idea! How can I talk about it with The Silent Still?

We’re always open to new ideas! While most of the projects we pursue are collaborative efforts with members of The Silent Army, please feel free to contact us and let us know your wonderful ideas!

I made something for you! Where do I send it to?

We love to receive things from our friends and fans! Contact us so we can work out the best address for you to send it to. You don’t have to tell us what it is, it’s just that we have family, roommates, pets, bugs, and other things that we want to respect. So, keeping our addresses from being broadcast to the world is probably best. Plus, our address changes every now and then. Get in touch, and we’ll figure something out. Besides, we would also enjoy just shooting the breeze with you when time allows.

I would love to work on your next live production, film, comic, novel, or product. Who do I talk to?

Start with Batman’s rendition of Seal’s Kiss From a Rose, complete with Batman costume, large Bat-signal, and dedicated to your favorite super villain. Okay, maybe not anything that elaborate. More seriously, contact us and let us know what you would like to do. Alternately, some of our members have access to a list of our current projects, and can be a part of whatever they want! As a member, you’re given top priority to pitch new project ideas and help make them into a reality. If you don’t see a membership option anywhere, then it is likely currently full.

When is your new album, film, etc. coming out?

Soon? Of course, “soon” is a relative word. An album can take over 100 hours to create on its own, if we have the right equipment and budget to make it happen. Balance that with the other projects we’re working on, and that time can expand a lot. A film can take much longer! Developing a game even longer! We assure you, there’s always something brewing.

With your help, we funded our debut album, merchandise, store launch, and membership launch, with very little money. Doing things in that way makes things take even longer, as we build the equipment we need, scavenge for other parts, and put much more time into it, since we can’t just throw money at things to make them happen. The great part about all of this is that we can make sure everything is top quality, is a collaboration with you, and is exactly what you want. The difficult part is that we can’t release things for you fast enough! Rest assured, we are constantly creating new things for you, and working hard to give you quality experiences that you can be a part of with us.

The Silent Still Society

What is The Silent Still Society?

We know we keep mentioning The Silent Still Society, so we’re glad you asked us about it. The world of the Society is something we see as an allegory for this journey we call life. We chose the Society’s rich, dark, and mysterious history, because we found it not only entertaining, but a way to truly immerse, inspire, and connect with our fans. It is at the center of every experience we create, from merchandise, to written stories, live shows, music, and more. To learn more, we suggest you start with the stories we’ve released.

Is The Silent Still Society real?

Are the Freemasons real? Granted, there are a lot of insane conspiracies and fantastical stories around Freemasonry that make some question the reality of it all, but the organization and work of Freemasonry is very real. The Silent Still Society is no different. Our band’s name is obviously based on them, and we find their mission of creative expression, helping people come free from obstacles, personal growth, and living to ones full potential to be truly inspiring. We also find their stories and history a treasure trove of creative inspiration. Since we use the Society at the center of our stories, we take a great deal of creative license when talking about them.

Is the history we’ve released real? In reality, we in The Silent Still created them. But in a sense, they created us. Deceptive? No. Inspiring and creative? We hope so. Immersive? That’s our goal. A bit nutty? Perhaps. But, you should see the emails the Society gets!

How can I join?

You can always join the interesting messages they receive over at The Silent Still Society website. But the best way to get involved with the Society is to join our collaborative efforts here. Do you have an idea, story, merch, art, game, film, event, or something else you would like to collaborate with us on? Let’s start there and make the mission of the Society a reality, together.

Live Show Information

When is the next live show?

We try to keep our show page, social media pages, and email list updated with upcoming events. If you don’t see it there, then it’s likely that there are no upcoming events. This can change at any moment. If you want to stay updated, be sure to follow us on Facebook, join our mailing list, or check our events page regularly.

I took pictures at your last event. Do you want me to send them to you?

Yes, Yes, and AWESOME! Please, contact us with a link to see or download them! Also let us know if we can use them or share them. And don’t forget your contact info, so we can give you proper credit!

When are you playing in my city?

Soon, we hope. Become a member of The Silent Army and you’ll be the first to know when more dates are announced.

I want to help you promote shows. Do you have a street team?

Our street team is in its humble beginnings, but we welcome any help you might offer! Contact us and let’s talk more.

I run a venue/festival/event and want to book you.

We’re happy to talk. Please email booking@thesilentstill.com with details and requested information.

Can I video record your show?

The Silent Still allows taping at almost every live performance (unless previously noted). All we ask is that you send us a copy or link!

We feel that each show is unique and want to offer our fans the opportunity to recreate the live experience through the sharing of our shows amongst the community. At all taping authorized performances, tapers can tape from any ticketed location in the venue.

When we are not headlining a show we always defer to the taping policy of the headliner or the festival.

When recording, please, no wireless receivers. We sincerely appreciate all of our fans, so we ask that you please be considerate of those around you by not obstructing anyone else’s view of the performance.

All recordings must be used for personal use or trading only. Commercializing any recording is illegal. Please read our Bootleg Statement below for more information.

Should we, for any reason, ask you to withdraw recordings of a particular show(s), please understand that it is not meant as a “screw you” and that all will likely be understood soon thereafter. Please believe that we wouldn’t ask unless it’s important, and sometimes we aren’t allowed to share with you the reasons why.

Am I allowed to use an Audio or Video recording?

All audio and video performances belong to The Silent Still and are not available for promotional use without the prior written consent of The Silent Still. Please read our Bootleg Statement below for more information. Video tapers must follow the same guidelines as audio tapers, which includes sending us a copy (download links are best) and non-commercial use.

When in doubt, just ask.

Bootleg Statement

A notice to our fans about Bootleg Recordings: We would like to let you know that The Silent Still encourages the recording of our performances, but only for personal use, including trading, as outlined in the previous answers in our FAQ. The resale of recordings of our concerts is a concern to us, but primarily, they are an illegal use that threaten your taping privileges, and frankly, can cause a lot of issues with both The Silent Still, our record label, and in some cases, even our fans.

We would be extremely grateful to any of you who pass along information about commercialized bootleg recordings. We encourage you to contact us with the name and locations of any retailers or distributors of bootleg audio or video, along with the titles and quantities in stock (if applicable).

Audience taping at The Silent Still events is authorized for non-commercial purposes only. Unauthorized commercial sale, duplication and/or distribution, is strictly forbidden. All performances and recordings by The Silent Still are the exclusive property of The Silent Still. All rights reserved.

The privileges to record The Silent Still performances set forth in this policy constitute an express, revocable license. We reserve the right to withdraw our sanction of recording, tape trading, and/or non-commercial digital audio file transfers on a case specific basis or in general, as we deem necessary. No waiver of any copyright or trademark right is intended. Any questions regarding this policy may be addressed to email@thesilentstill.com.

Order Information

What is my order status?

You should have been sent an email when your item was shipped, including any tracking numbers associated with it. Alternately, you can view your order status by logging in and looking up your order.

What payment methods can I use?

We accept most major credit and debit cards via PayPal and Stripe. If PayPal or Stripe accepts it, then so do we. We do not receive or store your payment information, that is done by PayPal or Stripe, under their terms and conditions.

Do you accept international credit cards?

Currently we can accept international credit cards but know that shipping outside the USA can quickly get expensive on physical items. Please note that the credit card must be acceptable to PayPal or Stripe, and falls under their terms and conditions. PayPal or Stripe will display your shipping charges before you confirm your purchase.

Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping.  We apologize for any inconvenience this may cause.

Do you allow Cashier’s Checks or Money Orders?

No. At this time The Silent Still does not accept Cashier’s Checks, Money Orders, Monopoly money, hand-drawn money, IOU’s, Bat-money, funny-money, or the like. We do, however, sometimes accept trade proposals. Contact us if you want to talk about an official trade of services or products.

Does my billing address have to match the address on file with my credit card?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement. Besides, you don’t want to give away the location of your super secret headquarters of doom, do you?

Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:

  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.
  • You keep putting in the wrong number
  • I’m Batman

It’s best to refer questions like this to your chosen payment method, PayPal or Stripe. However, if you still have problems submitting your credit card payment you can contact us for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

When will my credit card be charged?

Purchases will be charged to your card the day your order is placed. If physical delivery is requested, the shipping fee will be charged at the time your order ships. This may result in more than one transaction on your credit card, but not usually.

How will the charge show up on my credit card?

The charge for your order will most like appear on your credit card as “The Silent Still LLC” or similar.

The “authorization” amount on your credit card statement indicates that the payment information you entered is valid and the funds are available in your account for the purchase. The “settlement” amount on your credit card statement indicates that the funds were successfully deducted from your account and the transaction is completed. There can be two settlement amounts on your statement if you have ordered a physical box to be shipped. This is because we sometimes do not charge shipping until the box has left our warehouse.

Can I order without a credit card?

As long as PayPal or Stripe accepts the form of payment, we do too.

Do I have to pay sales tax?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address has been entered during checkout.

Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You may email a copy of your certificate, with order number or invoice to sales@thesilentstill.com.

How do I get a copy of my invoice?

If available, you can print a copy of your invoice from the Order Information page. You should be emailed a copy as well. Alternately, sign in and look up your order to print a copy of your invoice for yourself. If all else fails, feel free to email sales@thesilentstill.com.

How will you know where and how to send my physical product?

If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.

How do I start a new order?

Because our site uses cookies, you may see some items in your cart that you no longer want. You’re able to clear those items from your shopping cart one by one.

Do you back order products?

No. We do not do back orders. If an item is out of stock, we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested. Sometimes we do pre-orders, but those will be clearly identified as such.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on thesilentstill.com is live and reflects what is in stock at that moment.  Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart.  If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

The item I want is out of stock. What do I do now?

We’re very sorry that the item that you need is out of stock. We’re tracking down the gnomes responsible. Rest assured, we will retrieve our stock and make them available once again. Check back soon!

Shipping Information

Has my order shipped?

You should have received an email when your order shipped and any associated tracking numbers. If you have not received an email, please login to your account to see the current shipping details. If you have further concerns, feel free to  email us at support@thesilentstill.com with your order ID# and we’ll look into it for you.

Do you ship to my country?

We ship to all countries except those with trade sanctions in place with the United States. Extra charges may apply.

I live outside the US. Do I have to pay customs fees?

If you live outside the United States, custom and tariff fees may apply according to your country’s import laws. These fees are not collected by The Silent Still, and we do not have control of these fees.

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account. But there are rare cases where you might catch us before your item is shipped. Contact sales@thesilentstill.com if you need to change your address on an order. Hopefully, you’ll catch us before Santa makes his rounds.

Can I change my shipping method?

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. But there are rare cases where you might catch us before your item is shipped. Contact sales@thesilentstill.com if you need to change the shipping method on an order. Hopefully, you’ll catch us before Santa makes his rounds.

What can cause my order to be delayed?
  1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
  2. We all love sending gifts to others and ourselves as much as we love receiving them. However, if you are shipping to an address other than your billing address, your order may be delayed.
  3. Severe weather, acts of God, customs, Batman, and a number of other factors outside of our control may cause your order to be delayed.

Technical Assistance

Why do I need to set my browser to accept cookies?

Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.

Are cookies a security risk?

No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.

How do I set up my browser to accept cookies?

If you’re using Microsoft Internet Explorer 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

If you’re using Microsoft Internet Explorer 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

If you’re using Mozilla Firefox 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

For a browser not listed here, check your browser’s preferences.

Download Information

How do I download my purchase?

You can click on the Download button on your order confirmation screen or the download link provided on your emailed receipt.

How can I re-download digital products that I have already purchased?

To download digital products you have already purchased, you can look up your order and utilize the download link either there or the one provided on your emailed receipt. For our own security, some items are limited to a certain amount of downloads, so please make sure you keep a backup copy! Should you run into any issues, let us know at support@thesilentstill.com. Alternately, you can ask your computer or mobile device to download it for you. However, we can’t guarantee that it will do it for you. If it does, please let us know, because that’s just cool!

How do I get a physical version of my downloaded product?

If you would like to order a physical version for your recent purchase, if that item is available in physical form, it will be available as an selectable option for that item in our store.

Returns

I want to return my purchase! What do I do?

If you are not 100% satisfied with your purchase from The Silent Still you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)

The easiest way for you to return the merchandise is to contact sales@thesilentstill.com and let us help you.

It may take 4-5 business days for your return to reach us. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

I would like to return a gift that was sent to me. How do I do that?

We’re very sorry that your gift did not work for you. Please email sales@thesilentstill.com for assistance with returning the item. They will need some information in order to pull up the account that the gift was purchased on.  You will have to provide their phone number, first and last name, or email address.

Any gift item being returned will be refunded to the original purchaser’s method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item, if you ask nicely.

To ensure availability of your desired item, please place the item into your shopping cart. If we do not have the size and color combination available, it will give you an error message.

How long does it take for me to get a refund?

It may take 4-5 business days for your return to reach us. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

How do I request a refund?

To request a refund, please contact sales@thesilentstill.com.

When will my credit appear on my credit card?

Your refund credit will appear on your card 5 – 7 business days after your return request has been fulfilled.

Attributions & Credits

Attributions & Credits

Site designed by The Silent Still LLC.

All imagery designed by Indie Graphic Design and The Silent Still, with use of the following:

  • Silent Army welcome image, cotti via sxc.hu
  • Operative welcome image, bill_owen via sxc.hu
  • FAQ header, Stuart Caie, CC BY 2.0
  • Privacy header, Jonathunder, CC BY-SA 3.0
  • Store header, Russ Hamer, CC BY-SA 3.0
  • Rock Circus Masquerade green curtain image, pterjan, CC BY-SA 2.0
  • Rock Circus Masquerade 2015 event images, Nanatte Martin, by contract
  • Vintage crown, vine, and frame designs, Freepik, CC BY 3.0
  • T-shirt blanks, Freepik, CC BY 3.0
  • Rock Circus Masquerade main video footage, Colorado Media School

Still Have Questions?

Just not finding what you need?

For a faster response,
CONTACT US ONLINE

Otherwise:

  • email@thesilentstill.com
  • booking@thesilentstill.com
  • sales@thesilentstill.com
  • support@thesilentstill.com

© 2017 The Silent Still LLC


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