Ordering Policies & FAQ

 

💬 Questions About Your Order

For the fastest response, email us here and include your order number. While we do our best to respond across social platforms, email is the most reliable way to reach us.

🚚 Shipping Timelines

When will my in-stock item ship? Most in-stock orders ship within 24–48 business hours (Monday–Friday, 10AM–6PM EST, excluding holidays). During high-volume periods, processing may take longer. Orders are fulfilled in the order they’re received.

What if my order includes a pre-sale item? Orders containing pre-sale items ship once all items in the order are ready. Estimated ship dates are posted on our Ship Date Calendar. These dates reflect when shipping begins—not when you’ll receive your order.

🧾 Product Availability & Variants

The variant I wanted is sold out. Will it come back? Most variants are limited and won’t be restocked. However, cancellations do happen. Use the “Add to Wishlist” button on the product page to receive alerts if your variant becomes available again.

📦 Packaging & Protection

What is the double-box option? Double-boxing means your LP mailer is placed inside a larger outer box for added protection. This may increase shipping costs, especially for international orders. For box sets, our oversized mailers offer better corner protection and are included by default.

Why was my record unsealed or packed outside the jacket pockets? To prevent seam splits during transit, records may be packed in polybags with the vinyl removed from the jacket pockets. In some cases, the vinyl is packed in between the gatefold spread, rather than in the pockets of the jacket, and then shrink wrapped, in order to reduce the risk of damage during shipping.

Labro sez: “We pack vinyl outside the jacket or between the gatefold to protect it from seam splits. It might look odd, but it’s a collector’s best friend. You’ll appreciate it when your sleeve arrives pristine.”

❌ Cancellations & Returns

Can I cancel my order? Unless otherwise noted on the product page, most orders can be cancelled prior to shipment. A 15% cancellation fee applies to pre-orders cancelled after the posted cancellation date.

Can I return my order? All sales are final once shipped, unless otherwise stated on the product page.

What if I receive a defective item? Email us here for approval before returning any defective item. If eligible, defective items must be returned within 30 days of delivery. We’ll inspect the item and offer an exchange if available. If a replacement isn’t available, a refund may be issued at our discretion.

What happens if my order is returned to SL9? Unclaimed orders returned to us will be refunded minus shipping costs. Refused deliveries will be refunded minus shipping and a 15% cancellation fee.

📬 Delivery Issues

My tracking says “Delivered” but I didn’t receive it. Check with household members and neighbors first. If still missing, contact your local post office and file a Missing Mail Request with USPS.

I live in a country with suspended mail service. What are my options? We recommend using a freight forwarding service if your country is currently unable to receive mail from the U.S. due to war, natural disaster, or other disruptions.

Do prices include customs duties for international orders? No. Customs duties are assessed by your country’s officials upon import. SL9 has no control over these charges and cannot predict if or when they’ll apply.

🤖 Communication Etiquette

I sent a rude email and didn’t get a reply. Why? SL9 reserves the right to refuse service to anyone who communicates in an abusive or disrespectful manner. We’re here to help—but only if the conversation stays constructive.

🧠 Still Need Help?

If your question isn’t answered here, email us here and one of our friendly automatons will respond as quickly and accurately as possible.