It is our goal that each customer is satisfied with the records they receive from us, so we package our records well, and photograph each one to document its condition as it goes into the box.

In the event that a box arrives and is showing exterior damage, please photograph the box before opening it. The photos would need to clearly show the damage to the box, and the fact that the box has not been opened, If the records inside the package are also damaged, we will make a claim with Canada Post and go through their process. In that event, your participation with Canada Post’s handling of the matter would be required. But, they’ve been pretty awesome, so it’s extremely rare that a box arrives damaged.

In the event that the packaging on a record within the box is damaged, please photograph the record before removing the shrink wrap, as we don’t accept returns on records that have been opened. If the exterior of the box is undamaged, and the record inside the package is damaged, we will compare the photographs to the photo we took of the item prior to shipping. If there was no damage to the box, and we have a photo of an undamaged record going into the box, we will assess the situation on a case-by-case basis.

Our goal in every situation is to achieve customer satisfaction. That said, in order to keep our prices as low as possible, we’ve decided not to build the cost of fishy returns into our prices, and in order to protect every customer from having to pay extra for those, we must adhere to our policies aimed at prevention. We learned the hard way, as you all might imagine.