Policies And Frequently Asked Questions
How long do orders take to ship?
No matter what shipping option you chose (standard, priority, or international), there will always be a processing time of 1-7 business days. As previously stated, Priority Mail orders also are subject to this timeline. Priority Mail is a paid-for shipping option provided by USPS that allows for 2-day delivery upon receival in comparison to their normal 5-10 business day delivery time, it does not account for our normal processing time. This processing time is the time it takes for our Orders Team to fulfill and process your order, as well as our Packing Team to carefully box them up. If it takes longer than this, no worries! We are an independently run business and we get backed up occasionally; however, our shipping data shows 96.3% of all orders (not including pre-orders) ship in 1-7 business days with an average processing time of 3 days. If your order takes longer than a week and a half to ship, our hard working customer care representative would be happy to check up on your order. You can reach them at customer-care@vertigovinyl.com.
Customer Care Basics
-You can contact our store using either the contact form on our website, sending an email to customer-care@vertigovinyl.com, or by calling (478)-259-1566 (Wed-Sun 12-5). We ask that you do not contact us via our business email address or via our social media pages such as Instagram DMs as these will likely go unseen and unanswered.
-PLEASE include your order number in all customer care inquiries. If you do not have the order number, the name placed under the shipping address can be given instead.
-We are closed for all employees on Monday and Tuesday every week and on business days, we open at 12pm and close at 5pm. No customer inquires will be answered outside of those times or on those days.
Can I return my products?
-Yes, if the buyer has not opened or damaged the product, they will be entitled to a full refund. Customer Care will be happy to work with you to get a return sorted out within 30 days of delivery.
-If the item arrives to the buyer damaged, we can send a replacement parcel or refund the buyer upon receival of the original, damaged item. Returns for in-transit damage must be sorted out within 10 days of delivery.
-However, if the customer is not a resident of the United States, we cannot offer a return for refund/replacement. If you reach out to customer care, we can try to offer an alternate solution suitable to the situation presented to us.
-Paid-for return or replacement eligibility is up to the discretion of Vertigo Vinyl and its staff.
Can I cancel my order?
Yes, any pending order may be cancelled. Upon cancellation, you will receive a full refund with a $4.00 fee deducted from the total to cover our transaction fees for refunds/chargebacks. If the order total is above $150, the fee will be based on a percentage of 5%. If the order is fulfilled, you may not cancel the order; however, you may still go through with a return for a refund. For this option, please reach out to our customer care email agent and confirm the package is unopened. We will not cover return shipping costs in this instance, but our customer care agent would be happy to point you to a method in which the shipping cost would only be $4-5 USD. Any unit cancellation totaling half or more than the order total will result in a $4 processing fee.
International FAQ
The order total given during checkout does not match my bank statement, why? Unfortunately, our website can only be optimized for USD prices at this time as Squarespace does not have the currency conversion rate software available to us. You can use a currency conversion rate calculator to determine the price in your domestic currency in comparison to the USD prices on our storefront. If the updated price does not match your budget, please reach out to Customer Care in order to work out a cancellation or an order adjustment.
Why is shipping so expensive? Trust us, we hate charging so much for international shipping! However, international shipping can be quite expensive and the more records ordered, the higher the price is. In addition, the duties and taxes that may apply to a shipment is prepaid and added into the shipping cost total whenever applicable.
My country isn’t on your shipping list, can you ship there? If you are ready to check-out and you notice your home country is not listed in the countries we ship to, you can reach out to our store and we can see if we are able to add it to our list of shippable countries! However, this is not always successful and there are some countries we either cannot or do not ship to.
Delivery Inquiries
Vertigo Vinyl is not responsible for the delivery of the products we sell, as both VV and the customer pay USPS/UPS for their delivery services.
If your package is late, missing, or there are any issues whatsoever regarding delivery other than pre-shipment or damage, our team will have no insider knowledge of the situation at hand.
If USPS loses or mis-delivers your standard/media mail order, we will not be responsible for replacing or refunding any part of the order, unless special circumstances are present. This is because media mail is a one-way and non-insured shipping method.
If USPS/UPS loses or mis-delivers your priority/ground order, we can assist you in filing a claim with the applicable delivery company. Once completed, one of the following will occur:
-The package, if lost, will be recovered and redelivered.
-The delivery company will reimburse Vertigo Vinyl to cover the cost of applicable replacements.
-The delivery company will either reimburse Vertigo Vinyl or the consumer directly for a full refund of the entire order.
How do I know if an item is official?
The way to tell if an item is not official is if it has “unofficial release” in the description of the item. We pride ourselves in having full transparency with our customers. If the item does not have “unofficial release” in the item description, then the item is an official vinyl purchased from the artist’s record label. As of April 10th, 2023, we have removed 90% of the unofficial records from our shop, leaving us with only 5 active unofficial items! You may be wondering how we have so many hard to find albums and the answer is simple. We have accounts with over 25 huge vinyl distributors across the world and have thousands of items on back order!
What is the difference between standard mailers and whiplash mailers?
Standard mailers are regular vinyl shipping boxes and whiplash mailers are heavy duty vinyl mailers. Whiplash mailers are built so corner damages are near impossible! There is a $1.50 cost difference to make up for the cost difference of these two boxes. While it is our goal to only ship with whiplash mailers, we want to keep a more affordable shipping option.
I live in Macon, can I just pick up the item I ordered?
Of course! We have a pickup option. Please wait until you receive an email stating your order is ready for pickup, as we might not have the means to get the record(s) to you on demand.
I was given the wrong item(s), what do I do?
While it is unlikely, mistakes can happen. If you receive the wrong product(s), please email us a photo of what you received and your order number.
What is a Pre-Order?
A pre-order is when we launch an item on our website that we haven’t received yet. This is either because of an extended transit time due to the released product being an Imported item or the album/record has yet to be released. If we receive the item(s) a buyer ordered damaged, we will give the buyer a full refund or allow them to exchange that title for any record(s) stocked in our inventory listed at $5 + the cost of the item or less. If you have a full cart of items and one or more of them are listed as pre-orders, we strongly recommend placing a separate order for those titles! All orders containing pre-orders will be held until that item’s respective release date unless you contact our Customer Care service in order to purchase a 2nd shipment charge.
