Off The Record Policies and FAQ
Customer Help
We are nothing without our customers, so if you have an issue we’re here to help! Any questions or issues you may have, please contact us at:
hello@offtherecordsoflo.com
Please note: For issues with an order, when you contact us, please Include your order number to make things quicker.
Product Authenticity
We sell official products unless we state otherwise.
Returns and Replacements
Unopened, undamaged items are eligible for a full refund within 30 days of delivery. Items must be returned in their original condition.
We take extreme care to ship items to arrive in perfect condition, but naturally we are not in control once the items leave us. In the rare case your item arrives damaged, we will provide a replacement, or refund provided the original damaged item is returned to us. Damaged items need to be reported to us within 10 days of delivery.
Off The Record’s Customer Service team will review all returns. All return shipping costs are the buyer’s responsibility unless the item is damaged.
Packaging
Records are worthwhile investments that you want to arrive safely. That’s why we ensure all vinyl orders are packaged in standard sturdy carboard packaging. Other items such as books, accessories, or fashion items will be shipped in appropriate standard packaging. Turntables will be shipped by standard USPS or UPS. Please note turntables require additional shipping fees due to the size and value of the item.
Wrong Items
We aim for perfection, but in rare instances mistakes sometimes occur. If you received the incorrect product from your order, simply send us an email to hello@offtherecordsoflo.com with a photo of the item and your order number. We’ll make it right.
Pre-Order Information
We’re pleased to be able to offer pre-orders. This allows you to secure new or high-demand release records in advance. Please understand that if your order has both in-stock and pre-order items, the entire order will ship once the pre-order item arrives. If you don’t want to wait for your in-stock items, we suggest splitting the order into separate orders if you’d like your in-stock items sooner.
Shipping and Processing Times
Order Fulfillment: Nearly all orders take 1-7 business days to process except for pre-orders, but most orders usually ship within 2-3 days.
Delivery Status
Off The Record utilizes USPS and UPS to deliver your items. Once your order ships, delivery times, tracking, and any delays are managed by the carrier.
In the rare event that USPS/UPS misplaces your order if it is Priority or Ground, we can assist you with filing a claim. In the event of a successful claim, either:
- Lost packages will be located and a new delivery will be arranged.
- Reimbursement will be issued for replacements.
- Full refund of the order.