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- Shipping Charges
- Lost Packages
- When are Orders Shipped?
- Overnight/Second Day on Weekends
- Backorders
- Pre-Orders
- Customer Service Delay
- Special Orders
- Forms of Payment
- Order Status
- International Duties
- Return Policy
- Secure Orders
- Troubleshooting Site Problems
- Recommendations
- Digital Albums FAQ
Shipping Charges
We now ship all orders using either USPS First Class mail or UPS. The majority of orders are shipped and tracked via UPS. In fact, all vinyl orders as well as all international orders ship via UPS. All domestic PO Box and APO/FPO orders will ship via USPS priority mail.
Our shipping charges are calculated by weight and location. Simply add your items to your cart, click "Checkout", and choose your ship to country or US zip code to calculate your approximate postage cost. You will have a chance to review all shipping charges before submitting your order.
Most domestic packages once shipped via UPS or USPS First Class mail should arrive within 3-7 days.
Once shipped from our fulfillment center, international packages usually take 5-7 business days for delivery. Still, be aware that delays in customs are becoming increasingly common. Packages may take longer to get to international destinations, and unfortunately we cannot control or prevent this type of delay.
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Q. My order was shipped 2 weeks ago and I still have not gotten it. What is the Lost in Mail Policy?
A. There's nothing worse than waiting for music. Unfortunately, Insound has a (1) one month policy on items which appear to be lost in the mail for domestic orders. International orders have a one and one-half month policy before being re-shipped. If you have not received your order after this period of time after the shipping date, you can contact support@insound.com and we will work on getting you another order shipped a.s.a.p. The reason for this period of time is because Priority Mail has no guarantee on the exact time it will take for the order to be received and they offer no tracking numbers. Sometimes orders take longer than 1 week but are usually received within 1 month.
*For orders with any special shipping options (overnight, 2-day air), immediately contact support@insound.com.
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Q. When are orders shipped?
A. Most orders will be shipped out within one business day if the items are in stock. Please note that at high volume times, it may take a bit longer. We recommend our 2-day or overnight shipping options if your order is time-sensitive.
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Q. Does the Overnight Air and Second-Day Air options include weekends?
A. No. Overnight Air and Second-Day Air are based on a M-F schedule. For example, if you order on a Friday using Overnight Air, you will not receive your shipment until Monday, or Tuesday using Second-Day Air.
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Q. What if my order has items that are listed as being on "backorder?"
A. While we wish everything were always in stock, backorders do happen. Insound ships all DOMESTIC orders with backordered items in (2) two parts. We will immediately ship all items that are IN STOCK after receiving your order. If you have backorder(s), we will ship those separately as soon ALL you backordered items are restocked. You WILL NOT be charged for shipping twice, even though you will be receiving 2 separate packages.
INTERNATIONAL ORDERS are shipped in only (1) part. We will hold your entire order until all of your backorders are restocked before shipping.
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Q. How long do I have to wait before my "backorder" ships out?
A. Most backorders are filled within 2-3 weeks. However, if we cannot get the item(s) within three (3) weeks for domestic orders, or four (4) weeks for international orders, we may cancel these backordered items. You WILL NOT be charged for the canceled items. If you don't feel like waiting that long, you may cancel your backorder(s) at any time by emailing support@insound.com. It's also possible that an item on backorder will be deemed out of print. We will notify you via email if this is the case.If you have ANY questions about whether or not a backordered item is still pending on your order, please feel free to inquire by e-mailing support@insound.com.
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Q. If I have item(s) on "backorder" when will I be charged?
A. We WILL NOT charge you for your backordered items until they are restocked and ship out to you. Timeframes on backorders vary based on distributor/label.
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Q. What's the deal with PRE-ORDERS?
A. Pre-ordering is a great way to receive new releases on or near their street date. If you place a multiple item order that includes a PRE-ORDER, the PRE-ORDER will be treated just like a "backorder." As soon as we receive the PRE-ORDER, we will ship it out to you. In most cases, the item will ship in time for the release's street date.
INTERNATIONAL CUSTOMERS NOTE: If your order contains a PRE-ORDER, we must wait until your ENTIRE order is complete before shipping any part of your order.
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Q. I emailed Customer Service, but haven't heard back. What should I do?
A. We only have one Customer Service guru, and while they're very good at their job, there's only so much one person can do in a day. All questions are answered in the order they are received. You should receive a response within 24 hours. (Please note that Insound and Customer Service are closed on the weekends and holidays, but we'll answer your questions as soon as we get back to the office.)
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Q. If I can't find a release, who do I contact to special order product?
A. Simply email support@insound.com and we will do our best to get the product for you.
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Q. How can I pay for my orders?
A. We accept Visa, Mastercard, American Express, Discover, PayPal AND Money Orders!
NOTE: If paying by check/money order, you MUST check the PAY BY MONEY ORDER box at checkout. DO NOT enter your credit card number. Payment must be received before we can ship any part of your order. Please mail checks/money orders to:
INSOUND
Attn: Customer Service
61 Greenpoint Ave, Suite 225
Brooklyn, NY 11222
In addition to regular internet orders, Insound will accept orders received by phone (212.991.5195) or fax (212.625.6482).
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Q. How do I check my order status?
A. You can check on your order with support@insound.com. Insound will also send you order confirmation emails every step of the way which will explain when the order was received, when it was shipped, etc. If you have order status questions that need immediate assistance you may call us at 212.991.5195 or send an email to support@insound.com.
Please have your confirmation number handy for all inquiries.
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Q. Do I have to pay duties or tarrifs for international orders?
A. Unfortunately, the answer is oftentimes 'yes.' Most countries have local taxes ranging anywhere from 10-25% of an imports' declared value. They do this to discourage people from buying imports. Legally, we must declare a value on all international shipments to eliminate the risk of orders being confiscated at customs. If we declare 'zero value,' it is very likely that your order will be confiscated or delayed. However, we will declare the minimum allowable value and we offer 10% off coupon to all international orders over $100 to offset these extra fees. To realize your savings, simply enter the coupon code below.
Coupon code: inter100
All international orders are shipped via UPS so our shipping costs are determined in accordance with their rates. Please be advised that because UPS is a commercial shipping service, many parcels are subject to tariffs/duties/taxes as mandated by your country and these fees are independent of the shipping cost you pay to us. Unfortunately there is nothing we can do to predict or prevent these. If you receive your order and refuse to pay these fees, your parcel will be abandoned at customs and we will be unable to refund you for your order as we will not be able to have the items returned.
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Returns
Insound accepts returns for damaged and defective merchandise. We can also accept returns for store credit and exchanges for unopened merchandise. Please contact customer service within 30 days. Simply email us at support@insound.com and we will provide you with a return authorization number. When the return is authorized, you must include this number, along with your return address and the item that you wish to return.
The full cost of purchase for the actual product will be credited to your credit card or issued to you in store credit depending on the situation. Insound will provide a credit for shipping charges only for orders that shipped incorrectly or were damaged during delivery. Shipping costs for all other returns are not refundable...sorry. Additionally, return shipments cannot be sent COD.
1. Contact Insound Customer Service at support@insound.com to obtain a Return Authorization number.
2. When you email Customer Service, please provide the following information in order to facilitate the process:
- Order confirmation number
- Your name
- Your email address
- Your phone number
- Product name
- Reason for return
3. Re-pack the product and send it back.
- Be sure to include the Return Authorization Number (RA#).
- Enclose the item(s) with the original invoice in a secure package.
- Place the return label (if applicable) on the package and ship it back to us at:
Insound
61 Greenpoint Ave Ste 225
Brooklyn, NY 11222
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Secure Orders
Because we know how important security is for our customers, Insound has taken great measures to ensure the security and confidentiality of ordering and account information such as credit card numbers, addresses and personal data.
The checkout and account sections of Insound.com use SSL (Secure Sockets Layer) technology to encrypt your data as it is transmitted over the Internet. Most browsers will display lock icon in the address bar when using an SSL connection to access a website.
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Q. Why isn't the site working for me?
A. You might have JavaScript disabled. We use Javascript throughout the site to enhance your site experience (menus, adding items to the cart, checkout). Please turn on JavaScript in your browser to use these features and enjoy the full Insound experience.
For the best site experience, we recommend the latest versions of the following web browsers:
If you've followed the above recommendations and are still having problems, feel free to contact Insound Customer Service at support@insound.com.
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Q. Can you help me with recommendations?
A. Of course! Just email support@insound.com (a real live person!) for recommendations and he'll be glad to suggest some great bands and albums.
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