John Wick (Gunmetal Vinyl)

Q: What shipping methods are offered and how much do they cost?

A:  Varese Sarabande offers Media Mail, USPS First-Class, and USPS Priority Mail for orders shipped within the US. For international orders. including Canada, products will ship USPS International.

Shipping costs vary greatly and are calculated at checkout depending on weight, destination, and shipping method. To calculate your shipping cost, simply add items to your Cart, enter your shipping address, and proceed to checkout. You will then be provided with the shipping methods and costs associated with your shipping address.

Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be fulfilled by the recipient; Varese Sarabande has no control over these charges, nor can we predict what they may be. Applicable customs and duty charges at the point of delivery are to be borne by the buyer. 

We comply fully with the regulations imposed by US Customs & Border Protection and thus cannot declare your order as a "gift" or with a lesser value than is required. 

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. 

 

Q: What are estimated shipping times?

A:  Most orders are expected to ship from our facility within 2-3 business days unless an item is on backorder or pre-order. A package of multiple items will not ship until all items are available and in stock.  Once your order ships, you should receive a shipping confirmation email which will include tracking information.

Shipping times vary greatly based on shipping method and location. However, estimated shipping times are as follows. Please note that these shipping times are estimates, not guarantees.

Media Mail: 2-8 Business Days*

USPS First-Class: 2-3 Business Days

USPS Priority Mail: 1-3 Business Days

 

USPS International Shipping: 5-30 Business Days

FedEx International Economy: 2-5 Business Days

*While most Media Mail shipments are delivered within 8 days of shipping, it may take up to 30 days to reach your destination. This is especially true for residents of Hawaii, Alaska, Puerto Rico, American Samoa, US Virgin Islands, and APO addresses.

If you have not received your order within 48 hours of the tracking information claiming that it has been delivered, please contact your local post office and provide them with the tracking number associated with your order. Most of the time, these packages are either dropped off at an unexpected location at your address, are being held at your local postal carrier office, or are with one of your close neighbors. If the post office is not able to find your items, please contact us at distro@awesomemerch.com and we would be happy to assist you further!

 

Q: Will I be charged sales tax?

A:  We only charge sales tax to customers who reside in Texas.  The sales tax rate is equivalent to the rate set by that particular state.

 

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 of the defective item. Cosmetic imperfections to plastic CD cases, or minor seam splits to sealed LP jackets etc., are not considered defective. 
• 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
FAO Awesome Distro
6013 A Techni Center Drive
Austin, TX
78721

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 within approximately 10 business days from the date the return is received.  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: My vinyl record arrived damaged! Can I get a replacement?

A: Every record is inspected before it is packed and shipped using the highest quality materials.  We stand behind every record that leaves our warehouse.  We are not responsible for damages that occur while your package is in transit. Depending on the severity of the damage, we will try to accommodate replacement requests provided with photos of the damages. Please note that some of our limited edition products may no longer be in stock to be replaced.  In cases where a replacement is warranted but not available, store credit will be issued in the amount of the product.  Please email us at distro@awesomemerch.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 a 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 Awesome Distribution. at distro@awesomemerch.com or (512) 456-3445 (Monday to Friday 8:30AM CST – 5:00PM CST, closed Saturdays, Sundays and holidays). 

 

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 Awesome Distribution:

• By Email: distro@awesomemerch.com (Include first and last name, address (including zip code), telephone number and order number (if available).
• By Phone: (512) 456-3445 (Monday to Friday 8:30AM CST – 5:00PM CST, closed Saturdays, Sundays and holidays)

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

Varese Sarabande Records
5750 Wilshire Blvd., Suite 450
Los Angeles, CA  90036