FAQs

GENERAL

What is Vinyl.com?

• Vinyl.com is an online record store launched in April 2023 and owned and operated by global music-tech company Vinyl Group.
• We have partnered with trusted music distributor Alliance Entertainment to support fulfilment across the United States, Canada, the United Kingdom and Australia.
• We only sell authentic, official releases and aim to make discovering and buying records easy for music fans and collectors.

 

What makes Vinyl.com different from other music retailers?

• Vinyl.com combines a huge catalogue of records across every genre with a shopping experience built specifically for collectors. From curated collections to personalised discovery tools, we make it easy - and fun - to explore, dig and find your next favourite record. Think of it as the online version of crate digging: the thrill of searching, discovering and expanding your collection, all in one place.

 

What currency do you use?

• Prices are displayed in the local currency of each market:
• United States: USD
• Canada: CAD
• Australia: AUD
• United Kingdom: GBP

 

Can I view my order history?

• Yes. Log in to your account and visit the Orders section to view your order history.
• Please note that orders previously placed as a guest will not be linked to your registered account.

 

SHIPPING & TRACKING

When will my order be fulfilled?

• Orders are normally packed and shipped within 1-3 business days.
• You will receive an order confirmation after placing your order and a separate shipping confirmation containing your tracking information once it has left our warehouse.

 

How long will my order take to arrive?

• US orders normally arrive within 2-5 business days after shipping, but can take up to 14 business days depending on the carrier.
• International orders normally arrive within 4-21 business days, depending on the destination and local carrier.
• These delivery estimates begin once your order has been fulfilled and shipped.

 

How do I track my order?

• Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
• You can also view tracking information by logging into your Vinyl.com account and visiting the Orders section.
• Please note that orders placed as a guest will not appear in a registered account.

 

My tracking hasn’t updated. What should I do?

• Tracking information can take a few business days to show movement after your order has shipped, particularly while the package is being transferred between carriers.
• A lack of recent tracking scans does not necessarily mean that the package has stopped moving.
• Please allow up to 14 business days for US deliveries and up to 21 business days for international deliveries. If your order has not arrived after this timeframe, contact support@vinyl.com with your order number.

 

My tracking says delivered, but I haven’t received my order. What should I do?

• First, check with other members of your household, your neighbours, reception desk, mailroom and any safe place where the carrier may have left the package.
• If you are still unable to locate it, contact support@vinyl.com with your order number.
• If you purchased Shipping Protection, we will review the shipment and open a claim where appropriate. Depending on the circumstances, we may arrange a replacement or refund.

 

I didn’t receive an order confirmation or shipping email. What should I do?

• Please check your spam, junk and promotions folders, as confirmation emails can occasionally be filtered there.
• Make sure you are checking the email address used when placing the order. Orders placed as a guest will not automatically appear in a registered account.
• If you still can’t find the email, contact support@vinyl.com with your full name and the email address used at checkout.

 

What countries do you ship to?

• We currently ship to the United States, Canada, Australia and the United Kingdom.
• We hope to expand to more countries in the future.

 

Do you offer free shipping?

• Yes, free shipping is available on qualifying orders.
• The current free-shipping threshold for your country will be shown at checkout.

 

Do you ship to PO Boxes, and which carriers do you use?

• Yes, we can ship orders to PO Boxes.
• Most standard US orders are shipped using USPS. Other carriers may be used depending on the delivery service selected at checkout.
• International orders may be transferred to a local carrier for final delivery.
• Your shipping confirmation email will include the carrier and tracking details for your order.
• If your parcel is too large to fit in the P.O. Box, it will usually be held for collection at the post office counter.

 

When do you send pre-orders?

• Pre-orders are normally fulfilled around the product’s release date.
• If your order contains both a pre-order and an in-stock item, the entire order will normally be shipped together once the pre-order becomes available. You will not receive the in-stock items separately unless otherwise stated.

 

Will there be additional charges on my order?

• International deliveries may incur additional taxes, customs charges or import duties.
• Customers are responsible for these fees, and Vinyl.com is not responsible for delays caused by customs clearance. We recommend checking with your local customs authority before placing your order.

 

What is Shipping Protection?

• Shipping Protection provides additional cover if your shipment is damaged, lost or stolen during delivery.
• Where a valid claim is approved, we may reship the product or provide a refund. In some circumstances, a claim may be denied.
• Shipping Protection is non-refundable.

 

CHANGES, RETURNS, CANCELLATIONS & REFUNDS

Can I make changes to my order after placing it?

• Our fulfilment system processes orders quickly, so we cannot guarantee that an order can be changed once it has been placed.
• This includes changes to products, quantities and shipping addresses. Please carefully check your cart and delivery information before completing your purchase.
• If your order has not yet been fulfilled, contact support@vinyl.com as soon as possible. We will try to help, but we cannot guarantee that a change will be possible.

 

I ordered the wrong item, the wrong format or a duplicate. Can I cancel or return it?

• Orders made by mistake - including duplicate purchases, selecting a CD instead of vinyl or ordering the wrong edition - are not normally eligible for return once fulfilled.
• Please check the format, edition, quantity and delivery address carefully before completing your purchase.
• If your order has not yet been fulfilled, contact support@vinyl.com as soon as possible. We will try to help, but we cannot guarantee that we will be able to stop or change the order.

 

Can I cancel my order if I change my mind?

• Once an order has been fulfilled, it cannot be cancelled.
• If your order has not yet been fulfilled, contact support@vinyl.com immediately. We will try to help, but cancellation cannot be guaranteed because orders are processed quickly.

 

Can I return a record if I don’t like it?

• We do not accept returns because you change your mind or do not like the music.
• Please review the product, format and edition details carefully before placing your order.

 

What should I do if my order arrives damaged?

• Contact support@vinyl.com as soon as possible.
• Please include your order number, a description of the issue and clear photos showing the damage to both the item and its packaging. We will review the issue and provide the appropriate next steps.

 

I received the wrong item. What should I do?

• Contact support@vinyl.com and include your order number and clear photos of the item you received.
• We will review the issue and provide the appropriate next steps.

 

What is your refund and return policy?

• If you receive a damaged, defective or incorrect item, you may contact us within 30 days of delivery to request a return.
• Once the issue and any returned products have been verified, we may provide a replacement or issue a refund for the affected item.

 

How long will my refund take?

• Once a refund has been approved and processed, it normally takes 7-10 business days to appear in your account. The exact timing depends on your bank or payment provider.
• If the refund has not appeared after 10 business days, contact support@vinyl.com.
• US orders: Your order may be eligible for a refund if it is not in transit within 15 business days of fulfilment.
• International orders: Your order may be eligible for a refund if it is not in transit within 30 days of fulfilment.

 

PAYMENTS, DISCOUNTS & GIFT CARDS

What payment methods do you accept?

• We currently accept major credit and debit cards, Shop Pay, Apple Pay, Google Pay, Afterpay, PayPal and Vinyl.com e-Gift Cards.
• The payment methods available for your order will be displayed at checkout.

 

Why isn’t my discount code working?

• Check that the code has been entered correctly and has not expired.
• Each discount code has its own terms and may only apply to selected customers, products, order values, countries or promotional periods. Some codes may not be combined with other discounts.
• If your code still isn’t working, check the promotion’s terms or contact support@vinyl.com before completing your order.

 

What can I buy with my e-Gift Card?

• You can use your e-Gift Card to buy anything available on Vinyl.com, including vinyl records, sale items and pre-orders.

 

I purchased a Gift Card for someone else. How will they receive it?

• During the purchase process, you can send the Gift Card directly to the recipient by email. You can also add a message and schedule the date on which the email will be sent.
• If you do not enter a recipient, the Gift Card will be sent to you, and you can forward it to someone else.
• We do not ship physical Gift Cards. All Gift Cards are delivered by email and contain a redemption code.

 

How do I redeem my Gift Card?

• Add the products you want to your cart and enter the code included with your Gift Card in the Gift Card or discount-code field at checkout.

 

What happens if my Gift Card does not cover the full order?

• You can apply another Vinyl.com e-Gift Card or pay the remaining amount using one of the other payment methods available at checkout.

 

What happens if I don’t use my full Gift Card balance?

• Any remaining balance will stay on the Gift Card and can be used on a future order with the same code.

 

PRODUCTS & AVAILABILITY

What do you sell?

• Vinyl.com has more than 60,000 vinyl records and CDs available across all genres, including limited-edition, coloured, splatter and heavyweight pressings.
• All records and CDs sold by Vinyl.com are brand new and unused. We do not sell used records or unofficial bootlegs.
• In the future, we plan to add more merchandise, collectibles and experiences that bring fans closer to creators.

 

Are your records new or used?

• Every vinyl record and CD sold on Vinyl.com is brand new and unused.
• We do not sell used records or unofficial bootlegs.

 

Where can I find pressing and edition details?

• The product page will include the available information about the format, tracklist, colour, weight, edition and any bonus tracks or additional content.
• Please review these details carefully before placing your order. If a particular colour, pressing or special edition is not listed on the product page, you should not assume that version will be supplied.
• If a specific pressing detail is important to you, contact support@vinyl.com before ordering.

 

What size are the records, and will they fit my turntable?

• Most albums are standard 12-inch vinyl records, while singles may be supplied as 7-inch records. Both sizes are compatible with standard turntables.
• Please check the product title and description carefully before ordering, as we also sell CDs and other formats.

 

When will a sold-out album be restocked?

• We regularly update our catalogue, but we cannot guarantee that a sold-out title or specific edition will become available again.
• Where available, you can sign up for a back-in-stock notification from the product page and we will email you if the item returns.

 

What should I do if I can’t find an album?

• We regularly add new titles to our catalogue.
• If you can’t find the album you’re looking for, contact support@vinyl.com with the artist, album title and preferred format. We cannot guarantee that we will be able to source it, but we will be happy to check.