Ordering Policies & FAQ

I have questions about my order. Who should I contact?

Please email us HERE with any questions and be sure to include your order number. Although we do our best to answer questions on all platforms including social media, email is the best way to reach us to help ensure a timely response. 

I just placed an order for an IN STOCK item. when will it ship?

Most orders for in-stock items (for orders including presale items, see below) ship within 24-48 business hours, however during times of heavy volume such as during or immediately following a sale, processing times may be longer. We do our best to fill orders in the order that they are received.

My order included a PRE SALE item. When will it ship?

If your order includes presale items, the complete order will be processed once ALL ordered items have arrived at SL9 and are ready to ship. Estimated shipping dates for presale items can be found at our SHIP DATE CALENDAR. If the record title that you're looking for doesn't appear in the current month, please scroll through the coming months until you see it. These dates are ESTIMATED based on information provided to us by our manufacturers and are not guaranteed. Note that the estimated date denotes when the records are expected to BEGIN SHIPPING. This is not the date that you should expect to receive your order.

The variant that I wanted is sold out. Is there any possibility of more coming back in stock?

Once a variant has sold out, in most cases it is gone for good. However, we recommend using the "Add to Wishlist" button on the product page in order to receive an email notification in case there are any order cancellations and the variant you're after does come back in stock. 

What is the double box option?

The double-box shipping option consists of a standard LP mailer placed inside a larger outer box. Note that although the double-box option does afford extra protection, it also adds extra weight, which can result in a substantial increase in shipping costs for overseas orders. For orders containing box sets, SL9 recommends using the oversized mailers that are included with your order by default as they provide better corner protection for heavy, bulky releases.

Can I cancel my order?

Most orders can be cancelled up until the time they are shipped, with no cancellation fees, unless otherwise specified on the product page. 

Can I return my order? 

Once your order has shipped, all sales are final unless otherwise specified on the product page.

What if I receive a defective record?

SL9 offers exchanges for defective items pending availability of a replacement for that item or variant. To be eligible for an exchange, defective items must be returned within 30 days of delivery. Once received, the returned item will be inspected by SL9 to determine whether it is eligible for an exchange. Please email us HERE first for approval before shipping back any defective items. 

What happens if I my order is returned to SL9? 

Any orders that are unclaimed and returned to SL9 will be refunded, less shipping costs. Any orders that are refused delivery and returned to SL9 will be refunded less shipping costs and will incur a 15% cancellation fee.

My tracking information shows that my package has been delivered but I have not received it. What can I do?

In most cases, the package has been left by the postal carrier with a family member or neighbor, or sometimes left in a spot that the postal carrier feels is secure. If, after checking with your family members and immediate neighbors the package is still is not found, please visit or call your local post office immediately so that they can check with the mail carrier. You can also file a missing/lost mail request with USPS online at

https://www.usps.com/help/missing-mail.htm

I sent a rude, condescending and demanding email about my order and got no response. What's up?

Any rude or abusive communication will not be tolerated. SL9 reserves the right to refuse service to anyone who cannot relate their question or issue in a calm and respectful manner. 

Do prices include customs duties for international orders?

Customs duties are assessed by your country's customs officials once the parcel enters your country. SL9 is not involved in that process and have no way of knowing whether or not duties or fees will be charged to you by your country's customs department.

Why did my record arrived unsealed and with the vinyl removed from the jacket?

One of the most common forms of damage to a record package is the dreaded seam split - tears in the bottom, top or side edge of a record jacket caused by the vinyl shifting around inside of the jacket during shipping. To help prevent this damage we often have our manufacturers pack the records in poly bags at the pressing plant rather than having them shrink wrapped. In some cases, when the releases are shrink-wrapped, SL9 may elect to slit open he shrink wrap and remove the vinyl from the jacket before shipping your order to help prevent potential damage.

I live in a country where mail service is not currently available from the USA due to war, natural disaster or other unfortunate circumstances. What are my options?

For customers in countries whose ability to receive international mail is currently restricted, we recommend the use of a freight forwarding service. 

My question isn't answered here. Now what? 

Not to worry. Please email us HERE and one of our friendly automatons will be happy to answer your questions as quickly and accurately as possible.