DELIVERY & SHIPPING POLICIES
When will my order ship?
All new orders are expected to ship within 5 business days. Once your order is shipped, you'll receive a shipping notification along with a tracking number. All orders containing one or more pre-orders will ship once all of the items are available.
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 email@example.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.
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), FedEx (Express and Ground options).
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.
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 firstname.lastname@example.org 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 email@example.com with any questions, or to begin the process.
How do I initiate a return or exchange?
Email us at firstname.lastname@example.org 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 30 Days we will automatically refund you for your order.
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 email@example.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.
Send an email to firstname.lastname@example.org, and we will get back to you as soon as possible.