MY PACKAGE HASN'T MOVED IN DAYS, CAN YOU FOLLOW UP ON THIS?
We think it is safe to say that the United States Postal Service is a hit or miss at most times. Sometimes you can get records super fast–faster than priority mail sometimes, or a week or so depending on where you live. However, once your order has shipped and updated from USPS, you know as much as we do in regard to tracking. Please expect delays in order movements around holidays and international orders. If your record has not moved in weeks, let us know and we will begin the process if we need to begin a lost package claim. Please allow up to 10 weeks upon delivery from shipped date.
WHAT IS MEDIA MAIL?
Media mail is a modern and more affordable way of shipping media (vinyl, CDs, cassettes) via mail. On average, media mail shipment takes roughly three to ten business days to arrive depending on location. Over the years, we have seen media mail be super efficient in regard to turnaround but also have some issues!
I PRE-ORDERED FROM YOU GUYS MONTHS AGO, WHERE IS MY ORDER?
We try to list pre-orders appropriately when it comes to turnaround. We personally as collectors understand that waiting on pre-orders coming in the mail is not fun. During the pandemic, all plants are EXTREMELY backed up with orders and are having to work on specific guidelines. With this, it means that turnaround times are unfortunately longer than one would expect. We tend to give periodic updates on our socials to give transparency for peace at mind.
YOU CANCELLED MY ORDER?
We do not cancel orders to spite anybody. Some individuals feel that we cancel orders because we feel like it or that we do not want your business. We only cancel orders when the no duplicate rule is not followed.
WHAT IS THE NO DUPLICATE RULE?
The duplicate rule that we like to have is that a single individual cannot have more than one or two of a single limited variant of a release. Most of our variants in a release will be limited to one per order. However, we often see individual customers replace orders to purchase the same variant over and over. If we see that is reoccurring, we go ahead and cancel the overage of orders.This is so we have more in stock for other customers and to avoid third party resellers. Some appreciate it, some don't.
THE RECORD I RECEIVED LOOKS DIFFERENT THAN THE MOCK UP YOU HAVE POSTED ON THE SITE?
We do our best to make mocks as accurate as possible to what we order for our releases. Obviously, some effects are hard to create because with little amount of plants manufacturing said effect, means less resources to use for mocks. However, we do the best we can and always tend to add a disclaimer that actual product may vary from mock up.
MY RECORD IS DAMAGED, CAN I GET ANOTHER ONE OR A NEW JACKET?
YES. We of course do not want you to have a banged up record due to shipment. We are constantly seeking new ways on how to make our packaging better for you. Typically, when we do a release, we get extra jackets. Overage jackets are not guaranteed, but if we have them, we're happy to hand them out for replacements!
CAN I GET A REFUND OR EXCHANGE ON MY ORDER?
Absolutely. You as a customer are 100% entitled to request for a refund if your record or merchandise is considered defective. If we receive additional jackets as mentioned above, we will be happy to send out a brand new jacket on us to make sure everything gets straight away. However, we cannot offer partial/full refunds or exchanges on vinyl records for minor damages such as, ding corners and/or seam splits. As these are cosmetic damages that some times occur due to the postal service post shipment. All merchandise is properly inspected prior to shipment attempted to avoid any complications. Feel free to email the follow email below and we'll be happy to help you out.
I SEE THAT SHIPPING TO AUSTRALIA IS STILL SUSPENDED—CAN I GET MY PACKAGE SENT TO ANOTHER ADDRESS?
Yes, yes, yes, and yes. We want to get your vinyl to you as quickly as possible. We know how long and dreadful the wait is and the anticipation for international shipping. If you would like your records re-routed to another US address or United Kingdom/Europe based residence—send us an email to firstname.lastname@example.org and we will get that sorted for you. Unfortunately, we do not offer adjustments for shipping quotes if methods are altered or when switching to another residence as we do not request additional funds if parcels are re-routed.