FAQ's
Q: I have a question about my order. How do I contact you?
A: Drop us a line here. Please include your name and order number with your inquiry. You may also email us directly at info@waxworkrecords or give us a call at 504-522-7503.
Q: When will I receive my record?
A: In this Amazon/Instacart-age, we've grown accustomed to getting things in two days or less! Waxwork Records has a small, dedicated team of real people that work very hard to assemble our vinyl soundtracks and fulfill your orders. We will do our best to ship out your orders within 24 to 36 hours, but we cannot always guarantee that. So, please allow 5-7 days for processing before your order ships. Typically your order will be dispatched much quicker than 7 days depending on the volume of orders.
Q: How do I know if my order went through?
A: After you have placed your order, you will automatically receive an order confirmation from us. If you did not receive a notification, contact us here.
Q: What shipping method do you use?
A: We ship out all domestic vinyl orders via USPS Media Mail which has an average transit time of 2 to 8 days. Customers also have the option to select from UPS Ground and UPS expedited services. International Orders are shipped via DHL eCommerce. Please check the tracking provided or contact us for help.
Please not that all shipping dates provided during checkout are time estimates only. UPS Ground packages may on a limited basis be held by UPS for one additional day for consolidated delivery with other packages to the same location. Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume. Service to some remote areas also may require additional delivery days.
Q: My record arrived damaged! Can I get a replacement?
A: Every soundtrack album's outer packaging is physically inspected before it is packed and we guarantee that it is in 100% perfect condition when it leaves Waxwork HQ. However, damages and imperfections to the packaging can occur while in transit. And, yes, this can even happen when there is no obvious defect to the LP mailer or corrugated box your record arrived in. Eggs in a carton! Seam splits to the jacket or inner sleeves, bent corners, tears, imperfect marketing stickers, the list goes on. Waxwork is not responsible for minor cosmetic blemishes or physical damages that occur in transit. However, if the damage is severe, Waxwork can assist with replacements when the stock is available. Again, Media Mail shipments are not applicable for replacements and exchanges. International customers are required to pay shipping costs for courtesy replacements due to damage in transit.
Q: What qualifies for a replacement?
A: Slight Imperfections are inherent to vinyl which can be a fickle format resulting in things such as warping, color streaking, tears on the center label and more! All of these things are common among vinyl and usually do not affect playback. If the sound quality of your record is not affected by these imperfections, then you cannot get a replacement. Torn shrink wrap or imperfect marketing stickers do not qualify as 'damaged' or 'defective' and will never warrant a replacement. If you truly believe that your item falls under the category of defective, please reach out to us within 14 business days of delivery so we can assist you. We will not be able to accommodate those who do not reach out within this time frame.
Q: The center label of my record has a tiny tear in it. Can I get a replacement?
A: No. This is a very common occurrence during vinyl manufacturing. Small tears, uneven placement, and color bleed onto the vinyl are just a few of the things that can occur during the vinyl record making process. These slight "imperfections" are not considered to be defects and do not qualify for a replacement or exchange.
Q: My order contains an in-stock item and a preorder item. Will the in-stock item ship first?
A: Customers are charged at check out for pre-orders. If you place a pre-order including in-stock items this will not ship until all items are in-house. Please place separate orders accordingly if you wish to have your in-stock items arrive before the pre-order is shipped. Due to supply chain shortages, pre-order release dates are subject to change.
Q: Tracking says my order was delivered, but it's not here. Can you please help?
A: If your item is marked as successfully delivered but you did not receive it please file a claim with the shipping company. Waxwork Records is not responsible for any shipments lost or not received due to the customer supplying the incorrect address or if the parcel was not properly forwarded. Waxwork is also not responsible for items being delivered to an unsecured location. If you do not receive your order, please contact us within 60 days of the shipment date and we will also do our best to assist you. If tracking updates stop and it appears that your package has been lost in transit, you must reach out within 60 days otherwise we will not be able to assist you.
Q: What is your policy for Returns and Exchanges?
A: Read all about it here.
Q: Can I cancel my order and receive a refund?
A: Cancellations may be made within 24 hours of ordering. Orders that are cancelled within this 24 hour window will receive a full refund.
Q: What are your hours?
A: Waxwork Records is open Monday through Friday from 9 AM CT to 5 PM CT. Customer service is available to answer your calls and emails during these hours. Emails are typically answered within 24-48 hours depending on the volume of inquiries.
Q: Do you sell to shops directly? How do I place a wholesale order?
A: Yes! Click here to apply for a wholesale account.
Q: Does Waxwork have a privacy policy?
A: Yes, you can read our privacy policy here.