Shipping & Returns
There's been a significant increase to our costs of shipping orders across Canada during the pandemic, so therefore we have implemented a new 2-tier FREE SHIPPING policy that is now in effect. This allows us to continue to offer fans some of the most competitive product pricing in the nation. Shipping rates are always calculated at checkout. In-store pick up requests are generally processed within the same business day.
Free Expedited Shipping on orders $99 or more:
Manitoba, Ontario and Quebec
Free Expedited Shipping on orders $129 or more:
British Columbia, Alberta, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland / Labrador and Saskatchewan.
We are unable to offer complimentary shipping to Yukon, Northwest Territories and Nunavut.
HOW WE SHIP:
Orders are generally processed the next business day, however due to the time of year or special events, this timeframe is not always achievable. You will be emailed status updates once your order is completed.
All orders are shipped through Canada Post. Choose the level of service during checkout to increase the speed in which your order arrives. Please note that some of our U.S. and International shipping service options do not include tracking and/or insurance, so choose wisely based on your needs. Orders made without tracking are non-refundable as there's no recourse to trace the package once it leaves our store.
Up to four records fit into our standard square record mailer. Bubble wrap is used for added protection. On smaller orders of 1-2 records, we use a custom record mailer with bumper edges that offers even more protection. Our tees and merch are generally shipped separately in plastic mailers.
Minor sleeve damage can happen during transit as vinyl records are only housed in cardboard jackets and not hard plastic cases like other media. There is no way to prevent this from happening despite our best efforts.
All Canadian orders are insured automatically, so if your order does arrive damaged, there's a claims process with Canada Post that we follow. This can take up to 14 business days to resolve.
Colour variants on vinyl records may not always match the mock up pictures that we present due to the way that records are manufactured and distributed. This includes inconsistencies with streaks, splatters and blends. For verification, we've published the UPC for most of our products.
Deliveries are made from 7am until 7pm and may require a signature. Canada Post is not premitted to safe drop any of our packages due to our security concerns. We cannot communicate any special delivery instructions to Canada Post.
- We are not responsible for stolen packages. Claims can be made through Canada Post.
- Any order discrepancies must be reported with 48hrs to be considered valid.
We prefer to only ship complete orders unless exceptions are made due to uncontrollable circumstances. If any product is unavailable to immediately ship, we will hold the remainder of the order until all products can go out at once. Customers can opt cover additional shipping costs.
If a incomplete order has qualified for free shipping, any item deemed unavailable from the vendor will be subtracted from the sub-total of the order. This may cause the order to no longer qualify for complimentary shipping. Customers have the option to substitute products when available.
We do not refund shipping fees on any packages returned to us that were addressed correctly based on the information provided by the customer. There is a restocking fee of $10 (plus applicable taxes) to cover the penalty fees we incur in such instances.
OUT OF STOCK ITEMS
There are significant supply chain challenges for vinyl records ever since the beginning of the pandemic. We encourage fans to sign up for restock notifications on albums that are currently out-of-stock. Hundreds of records are restocked weekly, dependent on what is available to ship from our vendors.
If you have any product questions, please email us [email protected] We do our best to respond to all emails, depending on the number of product inquires we receive. Any major album release will be stocked at the store and online. We choose not to run many pre-order programs because of ever-changing release dates.
HOW DO I RETURN AN ITEM?
All online purchases can be refunded or exchanged at our retail store within 30 days from ship date.
Customers are responsible for their own return shipping costs unless the item is defective. We do not send replacements. Refunds for the defective product are authorized once the item is received and we can verify the issue. Please contact us to be issued a return shipping label.
When returning an item, please include a copy of the original order invoice. Non-defective items must be returned in a fully resalable condition, unopened and in the original packaging with tags attached.
We reserve the right to refuse a refund on items deemed not to be resalable or defective.
Please send all returns to:
C/O POP MUSIC
581 Gerrard East