FAQs

GENERAL 

What's Vinyl.com?

• Vinyl.com is a new online record store that launched in April 2023, owned and operated by global music-tech company Vinyl Group to compliment our love of music and music credits.
• We have partnered with the trusted industry vinyl album distributor Alliance Entertainment to assist with distribution in the US, Canada, UK and Australia.
• We guarantee authentic records and are confident your vinyl order will arrive in a timely manner and in mint condition.

 

What do you sell?

• Vinyl.com currently has over 55,000 album titles on vinyl and CD to choose from, covering all genres of music as well as limited edition, color, splatter and heavyweight pressings.
• All vinyl records and CDs sold on Vinyl.com are brand new and in mint condition.
• We do not sell bootlegs, only official release, brand new records.
• In future we will add merchandise, collectibles and experiences that bring fans closer to creators.

 

What makes you different to other music retailers?

• Our offer to music fans is an extensive catalog of vinyl records across all genres, powered by Jaxsta’s Official Music Credits, verifying every creative contribution on every recording. Vinyl.com will ensure that everyone is recognised - main artists, songwriters, producers, composers, engineers, musicians and ALL roles. Think of Vinyl.com as an online record store that allows you to dig through liner notes as though you’re diggin’ through crates, exploring who did what on each album.

 

What currency do you use?

• Prices on Vinyl.com are displayed in the local currency of each market and we aim to display this at every price point for complete transparency. This means that users see prices in $USD in the United States, $CAD in Canada, $AUD in Australia and £GBP in the United Kingdom.

 

Can I view my order history?

• Yes! To view your full order history log into your account and go to the Orders section.
  Please note that previous orders placed as a guest won’t be linked to your registered account.

 

SHIPPING & FULFILMENT

When will my order be fulfilled?

• Your order will be packed and shipped within 1-3 business days.
• You will receive an email notification confirming your order, another email notification when your order has been processed and shipped with tracking information.

 

When do you send pre-orders?

• Pre-orders are fulfilled on the day of release.
• Please note that if you place an order that contains a pre-order and an in-stock item, both will be shipped together on the day of the pre-order release. You will not receive any items until then. 

 

What countries do you ship to?

• Currently, the United States, Canada, Australia and the United Kingdom. We are hoping to expand this in the coming months.

My order is being shipped internationally, how long will I have to wait to receive it?

• US orders normally take between 2-5 business days but can take up to 14 business days depending on the carrier.
• International delivery times are anywhere between 4-21 business days depending on location and domestic carriers.
• We endeavour to pack and ship your order within 1-3 days to minimise this time.

 

CHANGES, RETURNS, CANCELLATIONS & REFUNDS

 

Can I make any changes to my order once it’s processed?

• Unfortunately not. Our system works quickly, which means that once your order is processed there can be no changes made to it. This includes shipping address. Please double check your shipping address and products in your cart before finalizing your purchase. 

  

Can I cancel my order if I change my mind?

• Once your order has been fulfilled you cannot cancel it. Please choose carefully when shopping on Vinyl.com

 

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

• Sadly not. Personal taste is subjective and we encourage you to sell it on a reputable marketplace if it’s not to your taste.

 

I was sent the wrong record. Is there a return label that I can receive to send them back?

• In very rare instances you may receive the wrong record, please don’t stress! Send an email to support@vinyl.com with a photo of the record and we will be in contact with the next steps.

 

What do I do if my order arrives damaged?

• If your item arrives damaged contact us immediately at support@vinyl.com. Please include all the information regarding the problem, and photos of the damage, and we will be in contact with the next steps. 

What is your refund and return policy?

• On the very small chance you’re not satisfied with your purchase i.e. you receive damaged, defective, or incorrect item(s) from Vinyl.com you may return the product(s) within 30 days of delivery. When we receive the item(s) and verify the return of product(s), we will send you a replacement(s) or issue a full refund for the item.

 

How long will I have to wait to get my refund?

• In the instance you are eligible for a refund, it will take 7-10 business days to hit your account. If this does not happen, please contact support@vinyl.com
• U.S. Orders: If your order is not in transit within 15 business days after the fulfilment date, your order will be refunded.
• International Orders: If your order is not in transit within 30 days of the fulfilment date, your order will be refunded.

   

Will there be additional charges on my order?

• Deliveries to certain countries may incur extra charges, taxes, or customs duties. Customers are responsible for these fees, and vinyl.com is not liable for any delays caused by customs clearance. We advise checking with your local authorities for potential charges before placing an order.

 

What is Shipping Protection?

• Shipping Protection is our commitment to ensuring your package arrives safely at its destination. If your shipment encounters any issues—such as being damaged, lost or stolen—we will take prompt action to resolve the problem. This may include reshipping the product, providing a refund, or, in rare cases, denying the claim. 
  
  By opting for a Shipping Protection, you gain peace of mind knowing you're protected against unforeseen shipping complications.
• Note that Shipping Protection is non-refundable.

GIFT CARDS

What can I buy with my e-Gift Card?

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

 

I purchased a Gift Card for a someone else, how will they receive it?

• During the purchase process, you will have the option to send the Gift Card directly to that person. You can also add a message and schedule an email that they will receive. If you don’t enter any recipient, you will receive the Gift Card and then you can send it to whoever you want.
• Please note we do not ship physical gift cards. All gift cards are delivered by email with a redemption code. 

 

How do I redeem my Gift Card?

• Once you selected the records you want in Vinyl.com, copy the code that comes with the gift card and paste it in the Discount code’ field at checkout. (see image below)

What happens if I don’t have enough balance in my Gift Card for the products I want to purchase?

• At checkout, you’ll have the option to pay the remainder amount with credit card, Shop Pay, Afterpay or another gift card.

 

What happens if I don’t use all of my Gift Card balance in one transaction?

• You’ll keep the remaining balance on the card so you can use it again with the same code.