PAYMENT QUESTIONS
What type of payments do
you accept?
Visa, Mastercard, American Express, Wire Transfers, Money
Orders, and US-based Personal Checks. If you pay with a personal check, we must wait 14 days to make sure the check clears before we can send your order out.
No CODs.
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
What are my shipping options?
Hawaii: UPS Next Day, UPS 2nd Day, or US Mail
Alaska: UPS Next Day, UPS 2nd Day, or US Mail
APO: US Mail*
FPO: US Mail*
U.S. PO Box: US Mail
International PO Box: US Mail*
*Please note that orders shipped to military addresses and international PO boxes are occasionally returned
to us. This seems to happen arbitrarily, and for this reason--and the fact that US Mail is not trackable--we do not recommend international shipping by US Mail. If
your order is returned to us by US Mail, we will contact you. At that time you
have the choice to either be refunded for the items you ordered (but not for
the shipping costs), or have your order reshipped to a physical address by UPS
(you would have to pay for this reshippment.)
How long will it take before
you ship my order/ How long does shipping take?
Orders are usually processed and shipped within 5 business
day (M-F), regardless of which shipping option you have chosen. So please add
these processing days IN ADDITION to the following shipping options.
1) UPS Next Day: Guaranteed delivery the next day.
2) UPS 2nd Day: Guaranteed delivery in 2 days
3) US Mail (PO Boxes): 2-5 days.
4) US Mail (International P.O. Boxes and Military Adresses): 1-2 weeks.
*PLEASE NOTE THAT US MAIL DOES NOT HAVE A TRACKING SYSTEM. THERE WILL BE NO
WAY TO TRACK YOUR PACKAGE WHILE IT IS IN TRANSIT.
I placed my order yesterday and chose Next Day Air, why hasn't my package arrived
yet?
It takes 1-5 days to process an order. This processing
time is completely separate from the UPS options. Please add processing time
to all shipping options. Therefore.....when you will get your package = processing
time (1-5 days) + ups shipping time
Where is my tracking number?
IF YOUR PACKAGE WAS SHIPPED OUT BY US MAIL IT WILL NOT
HAVE A TRACKING #
FOR UPS SHIPMENTS: 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 I have my order shipped to an address that is different than my billing
address?
Yes. But you MUST give us the correct billing address
for verification and you MUST give us the phone number your credit card has
listed on your account.
In case of a mistake by
US Mail, how long do I have to wait for a reship?
For mis-shipments and delays caused by the US Mail System
we must wait 2 months before we resending/refunding a shipment.
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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. Orders are normally shipped within 1-5 business days.
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?
If an item is sold out, it will be taken off of your order and you will not be charged for it. When you receive your paper invoice, the sold out item will appear with an X beside it.
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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