PAYMENT QUESTIONS
What type of payments do
you accept?
Visa, Mastercard, American Express, Wire Transfers, and
Money Orders.
What happens if my card
is declined?
If your card is declined, normally the page will immediately
tell you. If for some reason it does not, we will contact you through e-mail
or over the phone.
How do I use my store credit?
When checking out use the merchandise credit payment option.
You will need to enter the credit reference #. If your credit amount is less
than the amount due we will contact you for further payment. Conversely, if
your credit amount is more than the amount due we will contact you with a new
credit reference # and your remaining credit.
How do I use my Gift Certificate?
When checking out use the gift certificate payment option.
You will need to enter the gift certificate reference #, and the name of the
person who purchased the credit for you. If your gift certificate amount is
less than the amount due we will contact you for further payment. Conversely,
if your gift certificate amount is more than the amount due we will contact
you with a new gift certificate reference # and your remaining credit.
How do I place an order using the Money Order/Check/Wire Options?
When checking out use the Money Order/Check payment option,
follow the instructions the cart details. Your order items will not be reserved
until payment has been received.
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RETURNS
A Return Authorization is an identifying number that allows
us to track your return. All returns must have a Return Authorization. To get
a Return Authorization please choose the ***request a return*** link on the
front page and follow the directions, or telephone us at 877.776.8207. Returns
made without prior authorization will be rejected. In this case, we will not
pay for the item to be shipped back to you. Only after we receive the returned
item, will we ship the replacement.
Equipment Returns
All sales are final unless there is a manufacturer's defect
or there was damage caused during shipment. You have 14 DAYS upon receipt of
your order to file a claim with us regarding defects, damages, or items shipped
in error. Damaged or defective items may only be exchanged for store credit.
In this case, for domestic orders, we will cover all shipping costs. Please
use US mail, with delivery confirmation, to ship items back to us. PLEASE KEEP
ALL ORIGINAL PACKAGING.
Equipment Warranties
Only domestic customers will be issued a valid manufacturer's
warranty. Due to manufacturers' policies, warranties are not valid for any international
purchaser. However, for all orders domestic and international, Turntable Lab
will honor our own warranty for two weeks after the date of delivery. If the
equipment is defective and you notify us within this time frame we will either
replace the item or give you a store credit. International customers making
returns are responsible for all shipping costs.
Vinyl Returns
All vinyl sales are final. Warped records CANNOT BE RETURNED
for any reason.
Many records come with a slight warp due to imperfect presses and distributor
storage. This problem is easy to correct. Just place your thumbs on the center
of the record and flex the edges in the opposite direction of the warp. Rotate,
repeat, test on the turntable. Do this a couple times whenever you play the
record and it should fix itself.
Clothing Returns
Unworn clothes that don't fit can be returned within 14
days for a different size or store credit only. You will be responsible for
shipping charges for exchanges and returns.
All Other Returns
If unopened and in sellable condition, most other items
can be returned within 14 days for store credit only. You will be responsible
for shipping charges for exchanges and returns. Returns will be accepted at
the discretion of Turntable Lab.
For All Returns
There will be a 10% restocking
fee if the following are not included in the return:
1. Order Number
2. Full Name
3. Address
4. Phone Number
5. E-mail Address
6. The reason why you are returning the item
7. All Parts, including warranty
8. Original packing Materials
9. THE RETURN AUTHORIZATION #
PLEASE SEND BY US MAIL WITH DELIVERY CONFIRMATION.
Turntable Lab has the final say in determining the above.
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SHIPPING QUESTIONS
How will my order shipped?
UPS
Is Customs included with my shipping costs?
Yes, the shopping cart will display your shipping options,
and every option includes customs charges. This means YOU DO NOT PAY ANYTHING
WHEN YOUR PACKAGE IS DELIVERED.
How long before you ship my order out?
Customers who have ordered before and are ordering with
the same credit card will have their orders out within 1-3 days. New customer
orders can take up to 2 weeks to verify.
Orders paid with a Money Order or Wire Transfer will not have their orders shipped
out until payment has been received.
How long does shipping take?
3-8 business days depending on where you live in Canada.
Those living on the east coast will have shorter transit times than those living
on the west coast.
Where is my tracking number?
If you have received your order confirmation e-mail but
not your tracking number, it means we have received your order but it has not
yet been sent. If you have an account with us you can log on at any time and
see where your order is in the order process. When your order does ship it will
display your UPS tracking #. UPS will also send you an e-mail containing your
tracking number. This is why it is extra important for you to make sure you
have put your correct e-mail address on your order. PLEASE WAIT AT LEAST 5 BUSINESS
DAYS BEFORE CONTACTING US ABOUT YOUR TRACKING NUMBER.
What if I'm not home when UPS attempts delivery?
If UPS determines that it is not safe for them to leave
the package for you, they will leave you a note saying that they attempted delivery.
They will do this three times before returning the package to us. On the note
they leave you, there will be a phone number for you to call. Most centers are
open until 7pm. You can call to request another delivery attempt or you can
go to the center yourself to pick it up. Alternately, you can have the order
shipped to an address you know you will be at during the day. If for some reason
UPS returns your package to us, you will be charged again for us to reship it
to you.
Can you mark my package as a gift so I won't have to pay customs charges?
We cannot, however, we will send an invoice with the package
with prices closer to our costs which will lower your customs fees?
Can I have my order sent
to an address in the U.S. to save on shipping costs?
For security purposes, orders placed on international
credit cards cannot be shipped to domestic addresses. If you would like to ship
a domestic address and do not have a U.S. issued credit card, you can place
your order to be paid by money order or wire transfer.
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ORDERING QUESTIONS
What happens after I place
my order?
1.Your credit card will not be charged until your order
ships out.
2. If your order went through successfully, and you entered in your correct
e-mail address, you will immediately receive an order confirmation e-mail with
your order number. PLEASE KEEP YOUR ORDER NUMBER HANDY AS IT IS THE FIRST THING
WE WILL ASK YOU FOR WHEN YOU INQUIRE ABOUT YOUR ORDER
3. Customers who have ordered before and are ordering with the same credit card
will have their orders out within 1-3 days. New customer orders can take up
to 2 week to verify. Orders paid with a Money Order or Wire Transfer will not
have their orders shipped out until payment has been received.
Why is my exact billing
address necessary?
For security reasons - if we have your exact billing address,
we know it is you, the cardholder, who has placed the order. We do address verifications
on each and every order that comes in and we cannot send any order out unless
we have the correct billing address. It is also important that you give us your
phone number- the SAME ONE that your credit card company has listed for you.
Do you have everything I'm
ordering in stock?
In General-Yes. Items stock levels are constantly changing
due to multiple people shopping on the site, but before you complete your order
the site will check to make sure everything you have in your cart is still in
stock, if something is sold out the site will not let you complete your order
until you remove the out of stock item.
What happens if an item I ordered is out of stock?
On the rare occasion that our stock levels are off and
the site allows you to order an out of stock item we will contact you about
the sold out item, and depending on its restocking status we will delete the
item or wait for it to be restocked.
I ordered items that were available using the Money Order/Check/Wire options,
but when I received my order some of the items were sold out?
We do not hold items for any order using the Money Order,
Check, or Wire payment options. The reason being, most people never send us
the money. The quicker you send the money the more likely the products you ordered
will be in stock. In most cases all your items will be available. If an item
is sold out, we will issue you a merchandise credit that you can use anytime.
Can I change my order after it has been placed?
Depending on where your order is in the order process
we might be able to change your order. However, we can only delete items we
cannot add items. If you would like to change an order placed with the money
order option, you can just place a new order online and disregard your old order
if you have not sent payment.
Can I combine orders to save on shipping?
NO - this causes delays, shipping errors, and credit card
mischarges. Please make sure you have ordered everything you want before you
complete your order.
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