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FAQ

Frequently Asked Questions

How can I contact you?
Order Status
To check the status of your order please click here.

Product / Technical Support
Product Support/Technical Support (877) 483-2497
Monday - Friday, 10am - 6pm

Technical Support
To submit a Technical Support request please click here.

When will my order to arrive?

If your order contains multiple items, it may ship from different warehouse locations. Tracking information will be sent as items are shipped.
We make every effort to ship your order as soon as possible. However, please allow 1-3 business days for your order to process when calculating delivery dates. Note: Delays may occur due to severe weather and/or COVID-19.

  • Standard Shipping: allow 7-10 business days for delivery. Albums will be shipped via USPS Media Mail; all other products via FedEx Ground.
  • Expedited Shipping: allow 2-5 business days for delivery. Albums will be shipped via USPS Priority Mail; all other products via FedEx Saver.
  • Overnight Shipping: allow 1-2 business days for delivery. Albums will be shipped via UPS Next Day Air; all other products via FedEx Overnight.

 

Shipping is available to the 48 contiguous United States. We are unable to ship to International, PO Box, or APO/FPO addresses.

If you would like a more accurate answer regarding your order please fill out our web form: https://victrola.com/pages/support or check our order status page: https://victrola.com/pages/order-lookup.

How can I cancel my order?

Record Store orders cannot be cancelled. To request a return, contact us with your order # on https://victrola.com/pages/support. You may cancel your order for our other products within one hour of ordering by submitting a form with your order # on: https://victrola.com/pages/support. You will receive a confirmation email once your order is fully cancelled and refunded. The refund can take 1-3 business days depending on your bank. After one hour, there is no guarantee we can stop the shipment before it leaves. If we are unable to cancel, contact us for a return authorization once you receive your order.

What if I ordered  the wrong color?

We cannot alter orders. Your order will need to be cancelled and re-ordered in the desired color. To cancel your order within one hour of ordering, submit a form with your order # on https://victrola.com/pages/support. You will receive a confirmation email once your order is fully cancelled and refunded. The refund can take 1-3 business days depending on your bank. After one hour, there is no guarantee we can stop the shipment before it leaves. If we are unable to cancel, contact us for a return authorization once you receive your order.

How do I return my product?

To return a product, fill out the form on https://victrola.com/pages/support with your order number, place of purchase, and other relevant information. After submission, we will contact you to begin the return process.

Where is my refund?

Refunds normally take 1-3 business days to complete, depending on your bank.

What if I typed in my address wrong?

Please fill out our form on https://victrola.com/pages/support with your order # and the corrected address. Once your address is corrected, we will email you to confirm.

Do you ship to Hawaii or Alaska?

We currently only ship to the 48 contiguous states.

Do you ship internationally?

We currently only ship to the 48 contiguous states in the US.

Do you ship to Canada?

We currently only ship to the 48 contiguous states in the US. You can find Victrola products in Canada at the following retailers:


What currency do you accept?

We accept USD (U.S Dollars). We accept most major credit cards including Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards as well as Amazon Pay.

Where is my registration gift pack?

We are currently fulfilling all registration gift orders, but have experienced delays due to COVID-19. We apologize for the inconvenience and appreciate your patience during this time.

What is your warranty?

The return policy is for 30 days from the purchase date; however, our warranty is for one year. Within 90 days of your purchase, we offer prepaid exchanges if your item is defective or damaged. Past 90 days to a year, we offer exchanges without prepaid label. If you need further assistance or clarification, please fill out the form on https://victrola.com/pages/support.

Do you have a holiday warranty?

Our holiday warranty starts November 1st. If you purchased your product after November 1st, you have until January 17th to return your unit.

I’m having trouble reaching support by phone. What do I do now?

We apologize for the trouble you are having. The pandemic has our company working from home for the safety of our employees. Please leave your name and number in a voicemail, and we will call you back as soon as possible. We recommend you follow up by filling out the support form if your problem is urgent https://victrola.com/pages/support.

I’m having trouble registering my new device.

We can register your item for you. Please provide with the following information on the Victrola Support Page https://victrola.com/pages/support:

  • Model Number:
  • Serial Number:
  • Full Name:
  • Address:
  • Email:
  • Phone Number:
  • Password:

30 Day Policy below

“We offer a 30-day money back guarantee on all products that have been purchased from us directly. All items must be returned as new in their original packaging, including all accessories and cables. Missing items will be charged based on suggested retail prices. All returns must be accompanied by a valid return authorization number (RMA) issued by us. If an RMA is not obtained prior to shipping, the returned product will be refused and returned to sender. Shipping cost is not refundable and returns must be shipped prepaid by the customer.”

Holiday Return Policy

The 2020 Holiday season is here and our original 30 day return policy has been extended. We now offer a money back guarantee on all products that have been purchased from us directly starting from November 1st. You know have until January 17th to return the items you have purchased after November 1st. All items must be returned as new in their original packaging, including all accessories and cables. Missing items will be charged based on suggested retail prices. All returns must be accompanied by a valid return authorization number (RMA) issued by us. If an RMA is not obtained prior to shipping, the returned product will be refused and returned to the sender. Shipping cost is not refundable and returns must be shipped prepaid by the customer.”