Customer Service


EL FAMOSO fulfills online orders for merchandise sold on the LEVITATION online store from our warehouse in Austin, Texas. Our mission is to provide the best customer service experience possible. While there are standard guidelines, we do appreciate and recognize each customer as a unique individual and are more than ready to help solve the issue. Please review the information below and get in contact if you have a question or concern not addressed here: EMAIL -


We can ship to virtually any address in the world. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. One your order is shipped, you will receive a tracking number. Please note that we are unable to provide tracking numbers to some international locations.


How and When will I get my merchandise? Merchandise for Online Stores is generally shipped within 24-48 hours of the time your order was placed. Exceptions to this rule apply when things happen beyond our control, including but not limited to: delays in producing merchandise, merchandise being out of stock, delays in design for new merchandise, delays in shipping/receiving. If you have experienced a delay in receiving your merchandise, please contact us. 



If purchased from the Online Shop, you may return most new, unopened items within 30 days of delivery for a full refund. All items must be returned in original condition, including manufacturer packaging, tags, documentation and any accessories. We reserve the right to refuse a return if the above conditions are not met. We will ship items back to you if they arrive used or abused.


We package and ship items carefully, but unfortunately sometimes damage can occur in transit. If your item has been damaged in the mail we ask that you send photos and a description of the damage. Upon approval a replacement will be sent.


We don't accept used or abused merchandise purchased online, but we are happy to help you with any manufacturer defects. To exchange your new and unused item for something else, simply return it for a refund and place a new order through our website. That way you get your new item quickly and avoid the risk of it selling out. Feel free to give us a call to set up your exchange or answer any questions. Please send your merchandise to:


506 E. St. Elmo, Bldg A-1 

Austin, TX 78745

Once we receive your return we will issue a refund to your credit card. This is only good for orders purchased online. Please note: Merchandise purchased from a concert is non-refundable and all sales are final at the time of purchase. The online shop is not responsible for sales at Levitation events.


You should expect to receive your refund on your credit card within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).


We provide $7 labels for domestic exchanges. To begin the exchange process, please email with your Order Details and Return Address. We will issue a postage slip for you to print-out and mail your item to our warehouse. If you would like to skip this step, please send your merchandise to:


506 E. St. Elmo, Bldg A-1 

Austin, TX 78745


Billing on your statement should indicate LEVITATION. For more information please contact us using one of the methods listed at the top of this page.



Please visit the FAQs for answers to most questions. If you still have questions please contact us using one of the methods listed at the top of this page. ere