FAQ

DELIVERY & SHIPPING POLICIES

When will my order ship?

New orders are expected to ship within 2 business days from the time of purchase. Once your order ships, you will receive a shipping confirmation email along with a tracking number.

Canadian Customers

We wanted to update you regarding the postal strike in Canada, as the current backlog they are working through is causing widespread shipping delays. Unfortunately, these disruptions have impacted delivery times. This includes American carriers such as UPS & USPS who hand packages off to local Canadian delivery services.

Additionally, new Canadian orders are being held. The service you selected is an international consolidation service. Although service has resumed within the country and their own post, the vendors/other carriers have not confirmed yet that they are flowing mail through normal services at this point. So we are still experiencing the effects of the strike and hope for a positive update soon so deliveries can resume as usual.

For the most current information regarding the strike, we recommend reaching out to your local postal authorities, as our visibility is limited to updates shared by our shipping partners.

We truly appreciate your patience and understanding during this time.

How do pre-orders work? 

Pre-orders are expected to ship on the date specified on the product page. You will receive tracking notice at that time.

This ship date will also include any non-preorder items you purchase along with this pre-order item unless you make separate orders. If ordering multiple pre-order items, ALL items will ship on the later ship date, unless you make separate orders.

Where do I direct a question about an online order? 

If you have a question about an online order, including information about doing a return/exchange, adjusting a shipping address, order cancellation, receiving wrong item, etc.. please send an email to orders@sa-roc.com. Make sure to include your order number in the subject or body of the email as our customer service team will very likely need it. 

How do I know when my order will arrive? 

When you place your order you are automatically sent an email to the address you include with your order. In that email you will find a link for tracking your order to check its status. Please note: that link is not active until the shipping carrier picks it up. 

Bulk Orders

We are a direct-to-consumer shop, and as such, we don’t offer bulk-order services or wholesale prices. For any large orders, sa-roc.com is not liable for any damages or issues that occur during transit. Additionally, music items are non-returnable and all sales are final. To inquire about ordering in bulk, we recommend you reach out to the distributor of the record(s) you are interested in ordering.

What are your Online Shipping Options?

We offer a variety of shipping options. For shipping carriers we offer USPS (Media, Express, Priority and First Class) and UPS.

Before you place your order in the checkout process you will have the option to choose your preferred shipping method and see the calculated cost once you have provided your shipping/billing information. 

What are your International Shipping Options?

We ship all over the world, except Russia, Algeria, Brazil, Morocco, Philippines, and Tunisia due to low delivery success rates. For all orders, including international orders, your available shipping options will be presented at checkout. For international orders we recommend you use USPS Priority Mail or FedEx for the best results. With international orders, delivery times can vary widely and are dependent on the process of your selected carrier, and your local postal system.

Please be advised; each country has their own customs laws, so in some cases additional duty charges may apply upon receipt. These fees are not imposed or controlled by Sa-Roc.com and are the responsibility of the customer. Please reach out to your local shipper carriers or Customs office for more details about Import Duty Fees.

Delay in Delivery (United States)

Unfortunately we are unable to track your package beyond the information which can be obtained via the tracking number (excluding some priority services).
What we would recommend doing is reaching out to the postal service -- they should have more information as to the whereabouts of your package, and the process from here.

Delay in Delivery (International)

Unfortunately the only information available to us is the information that can be obtained via the tracking number (excluding some priority services). UPS and USPS directs us back to the tracking number.

For reference: Mail Innovations (UPS) and First Class Package International (USPS) aren’t a day-definite service. So we are unable to open an inquiry with the carriers.

What we would recommend doing is reaching out to your nearest post office / customs office to inquire about the whereabouts of your package, and the process from here. They are likely to have more information than we do. Please keep in mind, international packages are very often delayed and can sometimes take several weeks to clear certain destinations.

RETURN + EXCHANGE POLICIES

We offer returns or exchanges within 30 days of receiving your order. You can return your product for store credit or a refund to the original payment method. Returned items must be in their original condition (i.e. unwashed and undamaged) with no visible signs of wear or use. 

Please note the following exceptions to our return and exchange policy: Discounted items are final and cannot be returned or exchanged. Music items are not returnable. If you receive a damaged CD, vinyl, or cassette, we will send a new one out pending confirmation via photo and video proof of damage. Please email orders@sa-roc.com with photos and videos to initiate. 

In the event you receive a damaged item, or an item you did not order, we will process the return/exchange at our expense. However, for standard returns/exchanges (ex; you receive the item you ordered but would like a smaller size), the customer is responsible for all shipping fees. Please reach out to our customer service team at orders@sa-roc.com with any questions, or to begin the process.

How do I initiate a return or exchange?

Email us at orders@sa-roc.com or use our contact page to reach us, and we'll arrange the process. 

What is the policy and procedure regarding Unclaimed Packages? 

As sad as it may sound, sometimes we ship orders and they are returned back to us. This is generally due to a mistake being made when someone enters their address, someone moving before the order ships and other unknown possibilities. 

When this happens, once we receive the package we will email you to verify a correct address and to resend your package. If we do not get a response to our email within 14 Days we will automatically refund you for your order.

DIGITAL DOWNLOADS

How do the digital downloads work?

Once you’ve completed your order, an email will be sent to you with a link to download the content. All downloads must be performed at a computer and will not work if done on a phone. 

I did not receive my download link

If you did not receive your download link, please go through your spam folder, as our downloads emails have a habit of ending up there. If you still haven’t found it, please shoot an email to downloads@rhymesayers.com and our customer service team will investigate the issue. Make sure to include your order number as this will speed up the process and bring a resolution to the issue quicker. 

Other problems

Send an email to downloads@rhymesayers.com, and we will get back to you as soon as possible. 

ACCESSIBILITY

Sa-Roc’s website is committed to keeping our site accessible to everyone. We welcome feedback on ways to improve this site’s accessibility. If you are having issues making a purchase or navigating our site, please contact us at: orders@saroc.com.