Shipping & Returns
There has been a significant cost increase to ship orders across Canada due to surging fuel prices. As a result, our regional FREE EXPEDITED SHIPPING policy reflects these shipping fees based on distance. These qualifiers will change periodically to reflect market conditions. These orders ship within 1-2 business days, depending on volume of orders in the queue.
We encourage our Toronto-area customers to choose IN-STORE PICK UP at checkout. Orders are usually ready within just a few hours and can be picked up anytime within store operating hours. For your convenience, we can hold orders up to 10 business days.
Choose XPRESSPOST or PRIORITY to ensure your order is shipped the next business day. Our team is committed to getting these orders out first, most often on the same day if the order is placed before noon. Toronto customers can now choose SAME DAY DELIVERY from TREXITY when orders are placed before 1PM.
Orders that are placed ON HOLD include stock that is 'in transit' and will ship out upon arrival.
FREE EXPEDITED SHIPPING QUALIFIERS:
- REGION 1 (orders $109 or more): ON
- REGION 2 (orders $125 or more): QC
- REGION 3 (orders $145 or more): MB & SK
- REGION 4 (orders $155 or more): BC, AB, NS, NB, PEI & NL
We are unable to offer complimentary shipping to Yukon, Northwest Territories and Nunavut.
ALL US / INTERNATIONAL ORDERS ARE FINAL SALE.
We are unable to provide return shipping labels outside of Canada, preventing us from getting the product back at a reasonable expense.
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. Orders made without tracking are non-refundable, as there's no recourse to trace the package once it leaves our store.
We use a variety of record mailers to ship vinyl. Bubble wrap is used for added protection. On smaller orders, we use a custom record mailer with bumper edges that offers incredible protection. Despite our best efforts, minor sleeve damage can occur during transit. Due to the nature of how the product is manufactured, this can be difficult to prevent. All Canadian orders are insured automatically. There's a simple claims process with Canada Post, if your package arrives damaged. This can take up to 21 business days to resolve.
Canada Post is not permitted to safe drop any of our packages due to our security concerns. We also cannot communicate any special delivery instructions to them. Please ensure the package can be received at the shipping address during normal business hours, otherwise it may need to be retrieved at your local post office.
- 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 incorrectly based on the information provided by the customer. There is a minimum 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, completely dependent on what is available to ship from our multiple vendors.
Got a product question? Send us an email [email protected]
HOW DO I RETURN AN ITEM?
All online purchases can be refunded or exchanged at our retail store within 30 days from ship date. Price adjustments are not permitted with any of our promotional offers, no matter when the original purchase was made. See our Terms and Conditions for more information.
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.
Colour variants on vinyl records may not always match the mock up pictures that we present. This includes inconsistencies with streaks, tone, splatters and blends. For verification, we've published the UPC for most of our products. These variances are not valid reasons for a return.
We are also not privy to when colour vinyl variants are changed to standard black after a significant amount of time has passed since the title was released. We rely on fan feedback to make changes to our product descriptions and update regularly.
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 refunds on items deemed not to be resalable or defective based on our policies stated above.
Please send all returns to:
C/O POP MUSIC
345 Broadview Avenue