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The hours of your local Bull Moose may have changed temporarily. Please visit our Locations & Hours page for more information


Economy Shipping
on all orders over $35
Frequently Asked and Answered Qu

Frequently Asked and Answered Questions

Website questions

1. How do you ship items and how much does it cost?
Shipping is $3.99 for the first item and $1.48 for each additional item. Priority shipping is $6.99 plus $1.48 for each additional item. We offer free shipping on all orders over $35. We try to get new releases to your door on release date if we have our stock in time to ship and if the order was placed early enough.
2. Do you ship to North Korea, Freedonia, Panem, Narnia, or Canada?
We only ship within the U.S. at this time. Our current software does not allow the processing of foreign credit cards.
3. There was a problem with my order.
We are so sorry. Please e-mail us at or use our customer service form. You can also leave a message at 1-877-464-5513 and we will get back to you.
4. Is in-store pickup available?
Yes. If our site says something you want is in stock, call us and we will hold it until you come in. You don’t need to pay until you pick it up. If you want to pick it up in another Bull Moose location, call that location and ask them to get it for you. You can also e-mail or use our customer service form to tell us what you want and where you would like it to be sent. Transfers between stores normally take 1-3 days.
Items may also be purchased ahead of time online if they are in stock at your local Bull Moose location. Once we have pulled the items and placed your in-store pickup aside, we will notifiy you by email or text depending on your account settings. Then you can come to the store to retrieve your order.
5. What is your return policy? will accept any unopened or defective return of an item bought via online and delivered by mail within 45 days of purchase. Please contact us to set up the return.If the item we sent you has a manufacturer defect, we will replace the item and reimburse you for shipping it back to us. If you changed your mind and don’t want what you ordered and you haven’t opened it yet, we will refund your purchase price. For any other return Please e-mail us at
6. Can I use my Frequent Buyer Points on
Yes, as long as the e-mail address on your Frequent Buyer Card matches the e-mail address you used to set up your account. We can link your in-store and online acounts for you. Please fill out this link request with as much information as you can and we'll get you set up! If you don't have an in-store account, don't worry, your online account can be used in the stores as well.
7. I have a gift certificate/card from one of your stores. Can I use it online?
You sure can! At checkout, below the are where the credit card number is shown you will see a selection that says "Add New Gift Card". Tap this and enter the gift card barcode number (under the barcode) and 5  character security code (bottom right on the card) and the amount on the gift card will be added to your online account and usable during checkout. If there is a remainder, it will remain on your account for future orders.  The gift card will then be empty.
8. I have a gift certificate/card from one of your stores but don't know what the remaining balance is. How can I find out how many gold doubloons I have left?
If you have a receipt from the last purchase made with the gift certificate/card then you can find your remaining balance at the very bottom of it. If you have not made a purchase yet or do not have the most recent receipt, give one of our stores a call or ask an associate next time you stop in. We'll be more than happy to let you know!
9. In what condition will the pre-owned items I purchase arrive to me?

All pre-owned items are guaranteed to play/work/be readable and are 100% returnable if this is not the case (within return policy guidelines - see item 5 above). We sell items we consider to be in very good condition or better. Condition of packaging may vary.

You are purchasing the disc only. Any download codes that may have come with a new copy are not guaranteed. You might receive a working download code. If so, consider it an early birthday present from Bull Moose. Unfortunately, we have no way to verify that codes have not expired or been used by the previous owner.
10. I am a reseller or I want multiples copies of an item.

We are not a wholesaler and we don't handle shipments for third parties. Too often this leads to price gouging and/or customer service problems. If you are a legit business, a company that specializes in Consumer Direct Fulfillment would love to work with you.

If you are buying an extra copy of an item for a friend, we suggest that you have your friend place their own order. This way we will know that you both are fans and nobody is trying to buy the copy you deserve. Orders for multiple copies of rare items often are delayed or cancelled. We are doing our best to offer low prices on rare items to true fans and collectors.
11. When will you charge my credit card?

We will charge your credit card right before your order ships.
12. I buy vinyl.

Colored vinyl - Despite what our site may say, colored vinyl is often limited to the initial pressing only. You very likely may receive black vinyl, especially if a title is more than a few months old. Why? Record companies rarely tell us when they revert to black vinyl.

Vinyl isn't perfect - Pristine covers are rare. So is perfectly flat vinyl. We will send you the best looking copy we have and deal with any issues you have. Please email if you receive a record that is unsatisfactory.

Vinyl pre-orders: Our ability to fill pre-orders depends on record labels' ability to produce enough records to fill pre-orders. We do our best to fill all orders, but unfortunately, shortages and delays are common, especially with limited edition records. Orders for vinyl should not be considered "confirmed" until the record is safely spinning on your turntable. The sooner your order, the easier it is for us to get you the record you want.
13. How can I change my credit card?

Our site doesn't have a way to automatically change the payment on an order you already placed. (We are sorry that this is inconvenient. Blocking off credit cards this way helps us keep your card number secure and prevent a bigger inconvenience.)

In order for us to charge a different credit card, we have to ask you to place a new order. After you have done that, please let us know so we can cancel your original order. If your order was for a limited edition item that is sold out, you won't be able to order, so please contact us. We will give you a way to place a new order.

Changing the credit card on file in the My Account section will change the card we charge for future orders.
14. How can I cancel an order?

Log in to your account and go to "Orders". In the upper right of that field you will see a drop down with varying timeframes.  If the order you want to cancel was placed more than 30 days prior, change the dropdown to a longer span.  More info will load.  To the right of that item you will see a button you can tap to cancel the order. If the cancel button is still available, the order can be cancelled and will be refunded if it has been charged. Preorders do not charge until they ship. IN stock items charge as they go to our picklists to be picked.

Real World store questions

1. I want to talk to you about something.
We want to hear from you. Find out how to reach us on our Contact Us page.
2. I would like to trade-in or sell some of my old media. How does that work?

We'll buy back your personal collection of pre-owned CDs, Blu-rays, DVDs, video games, and certain video game systems. Our Bangor, Brunswick, Mill Creek (South Portland), Salem, Scarborough, and Waterville locations will buy your old books too. You don’t need to set up an appointment. Go into any Bull Moose during business hours and we'll take care of you. Prices are determined by a range of factors including condition, popularity, how many we have in stock, etc. so we can’t give you a quote before we see your stuff. We will make you a good cash offer and we will give you even more if you want store credit. We reserve the right to decline items or collections for any reason.
3. Will you donate a gift certificate to my charity?
We make those decisions locally. Please check with the manager of your favorite Bull Moose.
4. Will you sell my CD/book/DVD/free range duck eggs?
If you have a distributor, they probably already know how to contact us, so tell them to get on it! We have worked directly with thousands of New England musicians, authors, and filmmakers. Find out how we can add your stuff to our stores. If you sell other items similar to the ones we already sell in our stores, please use the 'CONTACT US' link at the bottom of the page and send us the details.