FAQ

Q: What is the estimated shipping time and costs for domestic orders inside the U.S.?

A: Product will be shipped as quickly as possible upon receipt of your order and payment (including any applicable taxes). Most orders will be received within 3 to 7 days of shipping. Items are shipped via USPS and charges are based on our actual shipping costs. Any order containing 4 or more CDs is shipped via Priority Mail. The shipping table is:

1-3 CDs = $4.50
4-7 CDs = $10.00
8-11 CDs = $14.00
12-15 CDs = $17.00
16-19 CDs = $20.00
Then $3.00 every 4 discs thereafter.

 

Q: What is the estimated shipping time and costs for international orders outside the U.S.?

A: Product will be shipped as quickly as possible upon receipt of your order and payment. Most orders will be received within 1 to 6 weeks of shipping depending on your territory. Items are shipped via USPS and charges are based on our actual shipping costs. The shipping table is:

Canada:
1 CD = $9.50
2-7 CDs = $16.00
8-11 CDs = $25.00
12-15 CDs = $38.00
16-19 CDs = $43.00
20-23 CDs = $45.50
Then $2.50 every 4 discs thereafter

All other international countries:
1 CD = $13.50
2-7 CDs = $23.00
8-11 CDs = $35.00
12-15 CDs = $55.00
16-19 CDs = $65.00
20-23 CDs = $69.00
Then $4.00 every 4 discs thereafter.

International orders may be subject to customs and import duties depending on your country of origin. Additional charges for customs clearance must be borne by you; Varese has no control over these charges and cannot predict what they may be. Contact your local customs office for further information. Customs forms for all international packages require the listing of the value of your order’s contents by product type. Orders will be listed by Varese Sarabande Records using the aggregate purchase price in U.S. dollars of all of the items in a particular category, in accordance with the following example:

Value of CDs: $49.95
Value of DVD videos: $69.95

     

    Q: How are shipping charges calculated on multi-disc compilations and box sets?

    A: All 2 disc sets that fit into a standard size jewel case are considered 1 CD for shipping purchases.  As there are large variances between the size of box sets, weight will be the determining factor on the shipping cost.  For an exact shipping cost on a particular product in advance of going through the purchasing process, feel free to reach out to Orders@varesesarabande.com

     

    Q: What is your return policy?

    A: Within 30 days of receipt of your order, you may return any of the following items under the stated conditions:

    • Any unopened media (music CD, vinyl record, DVD) will be granted a full refund of the purchase price
    • Any non-media merchandise, (t-shirt, mug etc.) that is in new condition accompanied by its original packaging and accessories, will be granted a full refund of the purchase price
    • Any defective merchandise of any kind can only be exchanged for an exact copy the defective item.
    • Any order with the wrong product enclosed can be exchanged for the correct product

    All items should be returned with a note which indicates your order number and the reason for the return.  Please wrap the package securely. For your protection, we recommend that you use USPS with tracking, (if available). Varese will reimburse your return shipping cost only for items being returned due to our error (defective product or wrong product sent).

    Please send returns to:
    Varese Sarabande Records, LLC
    Returns Department
    9100 Wilshire Blvd., Ste. 455E
    Beverly Hills, CA 90212

    We will notify you via e-mail of your refund once we have received and processed the returned item.  Refunds will be credited to your account by Music One Live within approximately 10 business days from the date the return is received at Varese Sarabande Records.  The credit may be reflected in your account on your next statement depending on the issuing bank and/or billing cycle.  Please note that we can only process returns and refunds for items purchased from VareseSarabande.com.

     

    Q: What is the pre-order process and refund policy?

    A: All pre-orders are charged at the time of the order.  Unless otherwise indicated on the product page, any pre-order is fully refundable up until 2 business days before street date, at which point the product may have shipped.  Some specialty items such as “made to order” product are not refundable.  In those instances, notations will be made on the product page for complete transparency.  Once a pre-ordered product has been shipped, it falls under the general 30 day return policy listed above.

     

     Q: I’m being told the email address and/or password to my account is not recognized.  What do I do?

    A: Varese Sarabande launched a brand new eCommerce platform and payment processor in April 2015. As a result, we were unable to port over user account information such as credit card numbers, past purchase history, and passwords. If you haven't created an new account since April 2015, unfortunately you will need to create a new account.  Only an email address and password is required. If you have created an account since April 2015, double-check you are correctly spelling your email address and/or password. Click the "forgot your password?" button to easily reset your password.  For help relating to an unrecognized email address you are certain is linked to your account, please contact One Live at support+vs@onelivemedia.com or 512-371-6924 (Monday to Friday 9:00AM CST – 6:00PM CST, closed Saturdays, Sundays and holidays). For questions about your past purchases on the old site, please drop an email to orders@varesesarabande.com, and we will be happy to assist you with that information.

     

    Q: How can I get in contact with Varese Sarabande with problems, questions or suggestions?

    A: To follow-up on previously placed orders or on ordering new items, please contact Music One Live:

    • By Email: support+vs@onelivemedia.com (Include first and last name, address (including zip code), telephone number and order number (if available).
    • By Phone: 512-371-6924 (Monday to Friday 9:00AM CST – 6:00PM CST, closed Saturdays, Sundays and holidays)

    For general questions or comments, please don’t hesitate to contact us at:Orders@varesesarabande.com

    If you want to write to us please send all correspondence to:

    Varese Sarabande Records
    9100 Wilshire Blvd., Ste. 455E
    Beverly Hills, CA  90212
    ATTN: Customer Service / Todd