TERMS AND CONDITIONS
The following General Terms and Conditions of Sale govern the offer and sale of products on this web site. We supply all goods at the request of our customers if they are ordered in compliance with these Terms & Conditions.
Our site is secure and PCI Compliant. We accept Visa, Mastercard, American Express, Discover, PayPal, Amazon Pay, Bitcoin, Litecoin & Ethereum. If you receive a Gateway Error during checkout, 9.9 times out of 10 this is a credit/debit card billing address or security code issue. Please verify the address of the card with your issuing bank and try again. If you're still having trouble, let us know!
We ship just about everywhere! International customers, please allow 1-2 business days to process, plus transit time.
We offer an economy international service with UPS Mail Innovations, which averages 1 to 8 weeks for delivery. UPS will deliver the package to your country and hand-off to your local postal service to initiate the import process. Shipments to most countries will continue to track with the UPS number provided, but details may be limited during transit.
We also provide an alternative expedited international service with DHL Express, which averages 1-7 days for delivery and worldwide door-to-door tracking, but is substantially more expensive.
Very important to note, international shipping can often be unreliable and most delays happen at customs offices. ALL international customers are subject to the laws, duties and taxes of their destination country. If your package is held by customs for any reason, it is your responsibility to contact your local customs office to resolve any pending actions needed by your country to complete the shipment. Depending on where you live and the total value of your order, it is highly likely you your government will charge additional import fees, on top of the shipping fees paid to Hello Merch. These added fees are completely out of our control and cannot be determined in advance. We are unable to provide any support with international customs offices.
Disclaimer: Hello Merch is not responsible for any items lost, stolen or damaged during international transit. However, If your package is returned to us for any reason, we will notify you by email immediately. If you do not respond within 5 business days, we will return the item(s) into our stock and refund you the amount of the order, less the shipping, and a 5% re-stocking fee.
Domestic orders take 1-2 business days to process, plus transit time; UPS 3 Day Select (1-3 Business Days), UPS Ground (1-5 Business Days), UPS Mail Innovations (1-5 Business Days), USPS Media Mail* (1-14 Business Days).
*Please use caution with USPS Media Mail. This method is offered as an old school budget service for vinyl, but highly discouraged, as it poses a greater risk for delays and damage.
Disclaimer: Hello Merch is not responsible for any items lost, stolen or damaged during domestic transit. However, If your package is returned to us for any reason, we will notify you by email immediately. If you do not respond within 5 business days, we will return the item(s) into our stock and refund you the amount of the order, less the shipping, and a 5% re-stocking fee.
Arizona customers are given the option to select Local Pick-Up, during checkout, to avoid shipping charges. Please wait until notified via email that your order is good to go. Our warehouse is located at 7310 W Roosevelt St, Ste 32, Phoenix, AZ 85043 and open Mon-Fri, 9am-4pm.
Disclaimer: Your order will be refunded, minus a 5% re-stocking fee, if not collected within 3 business days of your notification.
We offer an Exchange Only Return Policy. If you find it necessary to exchange any part of your order, please return the item(s) within 30 days of delivery, with the supplied address label from your package, or ship to the address above with your name, email address and order number. Please note, you will be responsible for all postage. Once your merchandise has been returned, we will issue a store credit for the total value of your exchange, via email within 24-48 hours. Please contact customer service with any questions or concerns.
Disclaimer: No order modifications, cancellations, exchanges or returns on sale items, seasonal holiday items, or items marked final sale. We do not accept exchanges on the following: Items marked final sale/one sale, any products damaged during shipping or opening, make-up, perishable goods, items washed, worn or unsealed, including vinyl/CDs that have been opened.
If you need to make changes to your address and your order has not yet shipped, please contact us immediately and we'll take care of it. In the event your order has already gone out, you will be notified when/if USPS returns the package to our warehouse. If you do not respond within 5 business days, we will return the item(s) into our stock and refund the full amount of the order, less the shipping, and credit card transaction fees. If your package is re-shipped, you will be responsible for any additional shipping charges.
Our records are pristine when packed. Please be aware we DO NOT issue refunds or replacements for minor cosmetic damage, such as corner dings, bends, split inserts, and so on. We pack our vinyl very securely and carefully in custom crafted boxes, but in some cases this type of wear is simply unavoidable during transit.
Pre-order confusion is common, you aren't alone! To be clear, pre-ordering an album does not necessarily mean you'll receive it before the rest of the world. In fact, depending on where you live and the ship date, you may not even get the album until after its official release. Pre-ordering is simply an opportunity to purchase albums in advance, which are often bundled with limited items. All pre-order products will display an expected "SHIPS ON OR AROUND" date in the product description. Take note of this! It's generally pretty accurate, but will occasionally shift, due to unexpected delays, beyond our control.
Disclaimer: Additional items purchased on the same ticket as a pre-order will not ship until the time specified in the description of the pre-ordered item.
Every effort is made to ship customer orders complete. Complete orders will be shipped at once. Incomplete orders will be held for a short time so that we can ship all items at one time. You will be notified immediately if we anticipate the item(s) to be on back order for an extended period of time, at which point, you can decide to cancel the out of stock item, swap it out for something else, or wait.
Promotional items and giveaways are NOT guaranteed and will only be available while supplies last.
Discount codes are specific to the offering store and may be disabled during other store-wide sales. All codes must be entered during checkout and cannot be applied to previously shipped, or existing orders.
Digital gift cards are available for sale and can be used store-wide. Any unused balance will expire after 5 years.