Customer Care Basics

Thank you for choosing Vertigo Vinyl! We’re here to help with any questions or issues you may have. Reach us via:

• Email: customer-care@vertigovinyl.com

• Phone: (478) 259-1566

• Business Hours: Wednesday-Saturday, 12-5 pm EST; Sunday, 12-4 pm EST.

Please note: For the most efficient service, contact us only through the above channels. Including your order number in all inquiries helps us locate your purchase and address your request faster.

Order Cancellations

We understand plans can change and offer flexible cancellation options:

• Pending Orders: Cancel anytime for a full refund, minus a small $4 transaction fee. For orders over $150, the cancellation fee is 5%.

• Shipped Orders: If your order has already shipped, it can no longer be canceled, but unopened items may be returned for a refund. Please reach out for guidance on low-cost return shipping options (approx. $4-5).

Note: If you cancel part of an order worth 50% or more of the total, a $4 processing fee will apply.

Product Authenticity

All items sold by Vertigo Vinyl are official, authentic products unless otherwise stated. Any unofficial items will have an "unofficial release" tag in the description, as we value transparency with our customers.

Returns and Replacements

• Unopened & Undamaged Items: You’re eligible for a full refund within 30 days of delivery if items are returned in original condition.

• Damaged Items: In the rare case that items arrive damaged, we’re happy to provide a replacement or refund once the original item is returned to us. Please report any damages within 10 days of delivery to qualify for this policy.

• International Returns: Due to shipping limitations, returns on international orders are not available. However, we’ll do our best to help find an alternative solution to fit your situation.

All returns are reviewed by Vertigo Vinyl’s Customer Care team. Return shipping costs are the buyer’s responsibility unless otherwise noted.

Packaging Options

We want your records to arrive safely, and we offer options to suit different needs:

• Standard Mailers: Reliable vinyl packaging included with all orders by default.

• Whiplash Mailers: For added protection, choose heavy-duty Whiplash mailers at checkout. These offer an extra layer of durability, and we’re working toward making this our standard option.

Received the Wrong Item?

Though rare, mistakes can happen! If you receive the incorrect product, simply send us an email with a photo of the item and your order number. We’ll take care of it promptly.

Pre-Order Information

We’re excited to offer pre-orders so you can secure your favorite records in advance:

• Mixed Orders: If your order includes both in-stock and pre-order items, your entire order will ship once the pre-order item arrives. We recommend placing a separate order for in-stock items if you’d like them sooner.

• Splitting Orders: Already ordered a mix of in-stock and pre-order items? Just email Customer Care, and we’ll help you arrange a split shipment.

Shipping and Processing Times

• Order Fulfillment: Orders generally take 1-7 business days to process, regardless of the shipping method selected. 96.3% of orders are processed within this timeframe, with most shipping out within three days.

• Expedited Shipping: USPS Priority Mail is available for faster delivery once your order leaves our facility, typically arriving within two business days.

If your order takes longer than expected, reach out, and we’ll gladly check on its status.

International FAQ

We’re thrilled to serve customers around the globe, and we’re here to help make the process smooth!

• Pricing: All prices on our website are in USD. Exchange rate differences may cause slight variations in the final charge. If this doesn’t match your budget, we’re happy to adjust or cancel your order.

• Shipping Costs: Shipping fees are calculated based on your location and order size. Duties and taxes are pre-paid and included whenever applicable.

• Country Availability: If your country is not listed at checkout, email us, and we’ll do our best to accommodate your request.

Delivery Inquiries

Vertigo Vinyl relies on USPS and UPS to deliver your items. Once your order leaves our store, delivery times and any delays are managed by the carrier.

• Lost Packages: If USPS/UPS loses your Priority or Ground order, we can help you file a claim. If successful, one of the following will apply:

  • Lost packages are located and redelivered.

  • Reimbursement for replacements.

  • Full refund of the order.

• Standard/Media Mail Orders: For lost or mis-delivered Media Mail orders, we unfortunately cannot offer refunds or replacements, as Media Mail is non-insured.

For any delivery issues, please reach out, and we’ll do our best to assist.