WHAT IS A PRE-ORDER?
A 'pre-order' is essentially a listing for a product that hasn't been manufactured yet, but will have an estimated release date for sometime in the near future. In other words, you should expect to wait some time before receiving it. We make it extremely clear if any of our records are on pre-order; by adding this important information right at the top of the product listing, attaching a shipping ETA* to all selectable variants (example: Splatter Vinyl - SHIPS LATE AUGUST') which is impossible to miss. Yet we'll still receive loads of emails from people claiming to have no idea what's 'wrong' with their order and asking why it hasn't shipped yet. We even added an unavoidable 'Terms & Conditions' tick box on checkout, linking directly to this terms section. So don't even think about angrily emailing us (or any other company) without carefully reading through the terms. You can contact us before placing an order if you have any concerns.
*ETA: Estimated Time of Arrival
WHAT IF A PRE-ORDER'S ETA HAS PASSED?
Pre-orders unfortunately always come with a general risk of delay. We rely on the vinyl manufacturing and courier companies to run on time. Our ETA's are realistic and take all potential issues into account, but we'll never offer guarantees with delivery times on pre-orders or even standard orders. Especially with pre-existing issues exacerbated by the covid19 disaster. Some of these new issues (such as one weekly drop-off) could remain with us forever. We do our best to ensure that any Dog Knights/Good Job, Dog!/Left Hand pre-orders don't last too long.
WHAT CAN I DO TO STAY INFORMED?
The accompanying text with pre-order listings also advises you to check our social pages for occasional updates; both good and bad. Companies will surely share photos/videos of a new product once it arrives and is ready to start shipping. If we haven't, then assume everything's running on time and that anyone else who pre-ordered this product is in the same position as you. Just remain patient and keep an eye out for updates. If there's an unexpected delay we'll definitely let you all know. We'll even email everybody if it's serious, so make sure you check your junk folder!
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We created a special section for our North American customers with stock located in the US. All orders will ship via USPS. We will top this section up as much as possible, but email us if you want something specific and we will add it to a future box for you. We might merge this section with the other products but this would take a lot of time, which we don’t have at the moment. Trust us, this is not simple. There are so many paths to tie together to function correctly.
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These are the super-important first steps to help locate a potentially missing order:
Check your junk folder for a dispatch confirmation email.
If you gave us the wrong (or an old) email address, you can contact us at email@example.com with your order information and we'll forward this to you as soon as we can.
Read the item description again.
Did you purchase an item that clearly states that it's a pre-order with an estimated shipping date that hasn't passed yet?
Check with family members, neighbours and find the contact information for your local sorting office.
Speak with all of them before contacting us. It may seem unlikely, but 90% of the time your item is there. Do not ask us about finding contact information for your local sorting office. This is impossible.
After following the above steps, you may contact us at firstname.lastname@example.org with all the obvious order information, such as: Your full name, full address, order number, what you ordered. It's unbelievable how many 'my order hasn't arrived' emails we get. How do you expect us to help if you don't give us any information?
Starting 2021 and will continue indefinitely, we've removed the 'un-tracked' shipping option for international (non-UK orders). It's now far-too dangerous to ship anything internationally without a tracking number anymore. Unfortunately, this makes it a lot more expensive. Always feel free to contact us if anything sees too expensive, we might be able to work something out.
Refunds should only be issued with a legitimate excuse. Changing your mind shortly after a purchase can cause multiple issues for small businesses. If you cannot be dissuaded, then also accept you will lose approximately 5% of the total order value due to non-refundable PayPal/card processing fees. These are our clear terms and conditions and there will be no exceptions. Please understand that we or our bands can’t be expected to actually lose money as a direct result of a customer changing their mind.
We will of course refund all fees in the event of us overselling an item, if we ship you the wrong item, or a faulty/defective product which cannot be replaced. We package our records with great care and promise to work out a solution if anything arrives seriously damaged, but please do not request a full refund for something minor, such as a tiny corner ding or a single pop/skip etc.
Although frustrating, seam-split damage on inner sleeves (printed or standard) and minor 'dings' to jackets can't be treated as serious damage that require replacing or refunding. However, we now order spares for most releases and can offer replacements if you cover shipping costs, or we can easily slip them in with a future order. We will be there for you in situations such as this and hook you up with extra free stuff whenever possible, but we can't pay expensive double shipping costs for such minor damage.
Email email@example.com if you have any concerns before or after placing an order.
We're working on a sizing chart for all of our merch types and hope to finish by Q2 2021. However, every single one of our merch listings clearly states the brand, which you can copy/paste onto any search engine and find a quick answer yourself. The majority of our shirts are printed on Gildan Heavy, which is the most-common shirt type in the world. So if you usually wear a size Medium, you should almost definitely order a size Medium.