FAQ

Payment methods: 

We accept all major credit cards, debit and cash [for our in-store pick up option]. 

In-store pick up: 

PICK-UP AVAILABLE if you wish, just make sure of 4 things: 
1) ON-HST still applies to Canadian residents purchasing from us
2) Please state that you wish to pick up in your order, and which store
3) Please pay through the website. 
4) Allow 7 business days to process and have order brought to desired store, especially if its Oshawa

All items shipped Air via Canada Post by default

N.B: No tracking info is provided except for orders within Canada 

If you wish to have a tracked parcel, please inquire

N.B: Russia/Brazil MUST pay for tracking. Sorry, but we've had too many issues in the past with "Missing" parcels

Rates are based on Canada Post and include costs of shipping materials & handling

Shipping costs for 1 SINGLE LP Double LPs count as TWO (2) 

Canada and US: CA$15 - Tracking number only available for Canadian orders. 
TRACKED US: Starting from C$21 for 2LP

Europe: CA$22
TRACKED EU: Starting from C$40 for Western Europe
Economy Shipping available, but please note this can take up to 30 Business days

Australasia:CA$25
TRACKED Australia: Starting from C$50
Economy shipping available, but please note this can take up to 40 Business days

Quotes for over 1 LP available upon request.

Shipping

Q: Has my order shipped?

A: Orders that can be immediately fulfilled will be processed and shipped within 5 business days (Monday through Sunday 11-7, excluding holidays*). For orders placed around the holiday season, please allow extra time for processing orders.

Orders that are waiting on backordered or preordered titles will be shipped when the last title on the order arrives unless separate shipping lines were purchased to break up the shipping of an order.

Once an order is placed on the website you will receive an order confirmation email for the purchase and a second email once the order has been shipped containing tracking information.

**A notice will be posted on the website if shipping of orders will be delayed.

Q: Where is my order?

A: Once your package has been shipped, you will receive a shipping confirmation email containing a tracking number you can use to track your package.

For orders shipped within Canada, if your tracking has not updated and you have not received your package for 2 weeks past the estimated delivery date, please contact onlinesales@kopsrecords.ca

Unless paid for, international packages sent cannot be tracked once they have left Canada. For more information on international shipments, see the International Shipping FAQ below.

All other inquiries regarding the status of your order that cannot be answered otherwise, contact onlinesales@kopsrecords.ca

Q: I have not received an email about my order.

A: i) Check your spam folder.

ii) You did not provide Kops records with an email address.

iii) Your order has not been shipped yet. For more info regarding your order, contact onlinesales@kopsrecords.ca

Q: I received part of my order but I am still waiting for something.

A: In this case, you have selected to have multiple shipping lines, meaning you paid for shipping for items that could be sent out immediately, and then again for items that are on backorder or preorder. Those items will be shipped when they arrive at our warehouse or near their release date. If release dates change, Kops Records will provide updates via email and/or the website.

International Shipping

Q: Do you ship outside of Canada?

A: Yes. We ship items all over the world.

Q: How much is shipping to where I live?

A: Shipping rates will vary depending on the part of the world we are shipping to, the weight of your order, and the shipping method you choose.

For accurate shipping costs on your exact order to your exact address, you can walk through the checkout process on our website until you get to the shipping section to see actual amounts based on the shipping method of your choice without having to complete the transaction.

Q: How long will it take for my package to arrive?

A: Shipping times will vary depending on where you live. Customers in Asia and Australia typically will have the longest waiting times for their items to arrive.

Q: It has been over a month and my package has still not arrived.

A: i) The package may be caught at customs and is still being processed.

ii) The package may be at your local post office waiting to be picked up. Call your local post office with your tracking number.

iii) The package may have been returned to sender.

Q: Tracking says my package was returned to sender.

A: i) In the case that your package was sent back to Kops Records, we will contact you when the package arrives and discuss further action.

ii) If your package was returned because of a mistake on Kops Records' part, we will confirm with you and then attempt to resend the package.

iii) If your package was returned because you have provided an inaccurate address (ie, you moved and did not update address, provided a wrong address) or you did not pick up your package from your post office/failed to accept package when it was delivered, and still want your order, we will require that you pay additional shipping costs to resend the package.

Changing an Order

Q: Can I add to my order/combine

A: We appreciate your business, and would love to accommodate as much as we can for you, but recently due to the high volume of orders (thanks to you!) we are not able to accommodate modifying orders or shipping options once an order is placed. If you would like to order additional items, they must be separate orders.

We are not able to combine orders to save on shipping once an order has been placed as well. Thanks for your understanding!

Q: I accidentally ordered the wrong item.

A: Contact onlinesales@kopsrecords.ca and we’ll try to get you sorted out.

Q: Can I cancel my order?

A: For orders that are immediately available to ship, you may cancel your order up to 24 hours after placing the order by contacting onlinesales@kopsrecords.ca. Once the order has shipped, we are unable to cancel the order. 

For pre-order/back-order items, you may cancel your order at any time until the estimated ship date. Once the order has shipped, we are unable to cancel the order.

Q: How do I change my shipping/billing address?

A: If your shipping/billing address was incorrect at the time your order was placed, please send the correct address to onlinesales@kopsrecords.ca as soon as possible.

Once an order has been shipped, we are no longer able to update your shipping address.

Orders can be processed in less than 24 hours, so alerting us to an address change as soon as possible will help ensure you receive your package in a timely manner.

Refunds

Q: I want a refund on my order.

A: Refunds on orders that are immediately available to ship will only be honored within 24 hours of placing an order. Once an item has shipped, we are not able to cancel the order.

Refunds are honored on pre-order/back-order items until the day the order ships. Once the order has shipped, we are not able to cancel the order.

Refunds will be given for out of stock items.

Q: I want to return my order.

A: All sales are final on orders. Returns are not accepted unless your item is damaged or defective in which case, please refer to the “Problems With An Order” FAQ topic.

Payments

Q: What payment methods do you accept?

A: We accept all major credit cards or Paypal. We do not accept prepaid gift cards. 

Q: When am I charged for an order?

A: You are charged for your order at the time your order is placed regardless of the stock availability of an item. For instance, if you order an item that is a preorder or backorder, you are charged at the time you place the order. We do not accept delayed payments, sorry.

Contact Us!

Q: What if I can’t find an answer to my question?

A: If you still have a question, feel free to contact us at onlinesales@kopsrecords.ca.

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