FAQ - I would like some answers, please!

  1. What Is Your Return Policy? You have 30 days from the date that you receive your order to initiate a return for a full refund (cost of item + shipping). After 30 days, you may receive a partial refund or credit. After 45 days, returns are not accepted. The day you receive your order is determined by the delivery date stated by the tracking number provided for your order.
  2. What if I’m not happy with my order? When we say you have 30 days to initiate a return, we mean it. If for any reason you are not satisfied with your purchase, contact customer service.
  3. How do I contact customer service? Email - contact@covertvinyl.com, message us on Facebook - Covert Vinyl or slide into our DM's on Instagram @covertvinyl. 
  4. How long does it take my order to ship? Orders generally ship within 1 - 3 business days. Pre-owned records will usually ship within 1 business day whereas Brand New Factory Sealed Records can take as long as 3 business days to ship.
  5. There are thousands of records listed on Covert Vinyl. Does that mean you have them all in stock? Yes and no.  If pre-owned vinyl is showing that is it available for purchase (you can add it to your cart), we have it on hand. Brand new factory sealed titles that we do not carry in stock are usually available through our distributor and take roughly 2 business days arrive after we place our order with the distributor. If you would like to check availability prior to placing an order, email contact@covertvinyl.com and we'll be more than happy to accommodate your request. 
  6. What is a business day? A business day is Monday - Friday with the exception of holidays. If you order on Monday, your order should ship between Tuesday and Thursday.
  7. My order has a mix of pre-owned and brand new factory sealed records. Will they ship together? If it is going to take longer than 3 business days for your brand new factory sealed records to be ready to ship, we will split your order and ship what is ready. The remainder of your order will ship once it is on hand at no additional cost to you.
  8. Will I receive tracking once my order is shipped? Yes. You will receive a shipment notification via email that includes a tracking number.
  9. Where’s my order? If you do not have a tracking number or if the tracking number is showing something that doesn’t seem right such as a wrong address, a delay in delivery or it appears it hasn’t shipped despite you receiving a shipment notification, contact customer service at contact@covertvinyl.com and we’ll be more than happy to assist you. Please remember to have your order and tracking number handy.
  10. What payment types do you accept? We accept Visa, Mastercard, American Express, Discover as well as PayPal, Google Pay and Apple Pay.
  11. What is pre-owned vinyl? Pre-owned vinyl are records that were previously owned by someone other than Covert Vinyl, aka Used Vinyl.
  12. How do you grade your vinyl? We use the same grading standards used by Discogs - https://support.discogs.com/hc/en-us/articles/360001566193-How-To-Grade-Items
  13. What is a pre-order? Brand new factory sealed new releases and reissues are not to be sold prior to the street date set forth by the record label. Pre-ordering those titles allows us to order these titles in advance from our distributor and secures your copy of the upcoming release. This is particularly helpful for limited edition releases. When possible, pre-ordered titles will ship in advance of the street date in an effort for it to arrive on your doorstep on the actual street date. Street dates are determined by the record labels and can change without any notice.
  14. What if my brand new factory sealed record isn’t available? There are generally three options. 1 - You can receive a full refund. 2 - You can pick something else out and your purchase price will be applied to the new item. 3 - You can wait for the item to come back in stock and we will ship it to you at that time. If your order was split due to a title not being available, you will not have to pay for the additional shipping.
  15. What are “Indie Exclusives?” These are special, limited edition pressings of upcoming titles that are only available to smaller, independent retailers such as Covert Vinyl. Because Indie Exclusives are available in very limited quantities, it is highly recommended that you pre-order these titles.
  16. Do you sell Record Store Day titles? We do not. Record Store Day is meant solely for brick and mortar record stores. At this time, we only sell online. We fully support the mission and concept of Record Store Day. Just because we have a different business model, doesn’t mean we don’t love crate digging at our favorite record stores.
  17. What shipping services do you offer? We ship primarily through the United States Postal Service. Media Mail, Priority Mail, First Class International and International Priority are the main services offered. We have added UPS and DHL Services as well and those options can be picked during the checkout process. 
  18. How much does shipping cost? Within the United States, Media Mail is $3.99 for up to 5 lbs. (usually 1-5 records) and is added at checkout. For packages over 5 lbs., the shipping cost will automatically calculate according to the predetermined weight of your order. Priority Mail starts at $8.99. First Class International Mail rates start at $23.99 and apply anywhere outside of the United States of America.
  19. But what about Canada? For our friends in the “Great North,” international shipping rates start at $14.99. Not too bad, eh?
  20. Do you ship outside of the United States? Yes we do. See 18 and 19 for basic rate information.
  21. Do you offer free shipping? Yes!  Orders shipping within the United States of $49.99 or greater automatically receive free Media Mail shipping.
  22. Are the pictures on the website stock photos or the actual cover? We generally will use stock photos of the covers for our listings.
  23. Can you send me pictures of record/cover before I purchase it? Absolutely.  Just shoot an email over to customer service or slide into our DM on Facebook/Instagram with the title you are interested in purchasing and we’ll gladly send you pictures. This request can take up to 48 hours to be completed.
  24. Do you sell turntables and accessories? We have a limited number of turntables and accessories available at this time but we will be expanding those offers as our business grows.
  25. Can I cancel my order? We really hope you won’t, but we totally understand if you need to cancel your order. If your order hasn’t shipped, yes, not a problem. However, if you’ve received a shipping notification from us, it is too late to cancel your order. That being said, we have an awesome return policy that allows you 30 days from the day you receive your order to initiate a return. That’s all the way up at #1.   
  26. Do you purchase records from people? If you live in a reasonable travel distance of Philadelphia, PA, get in touch with us and we can discuss. If you don’t live within a reasonable travel distance to Philadelphia, PA, we suggest hitting up your local record store.

For any additional questions not covered here, please contact Customer Service.