FAQ

    Ordering and Delivery

    What if an album's information or price doesn't look correct?

    We have THOUSANDS of albums on our website. It is a huge job manually updating each album, so most metadata has been pulled in automatically. If you see items that don't look right or you think the price is innacureate, please reach out to us and we will fix it quickly. If you've worked with us before, you know that we respond and act quickly :)

    What if the album I want is out of stock?

    If there is an album you want that is out of stock, we cannot guarantee we will be getting it back in, but usually, we do. This is entirely up to the record labels on if they choose to press more copies of that album. We do our best to stock as many albums as possible.

    If you want to be notified when in out of stock album is back in our store, simply navigate to that product and add your email to the "Waitlist". This will send you an email the second we get more back in.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at jocodigitalweb@gmail.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there. We have had many customers tell us our emails went to their spam, so always check there first.

    When will my order arrive?

    Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. For example, media mail takes longer than priority shipping. Please also note that USPS delays are outside of our control and do happen from time to time. Rest assured, we will keep track of it. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status. Remember that lost packages are only covered if you opt for Route insurance, at checkout. In those situations, a claim can be opened with Route for a full refund. 

    What countries do you ship to?

    While our previous website allowed us to ship internationally, we currently are only accepting orders shipping within the United States. We apologized to all of our internatil customers (we know there are several of you). We hope to expand the new website to allow international shipping in the near future. Stay tuned.

    Can I track my order?

    Yes. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. All orders placed with Joco Records comes with a tracking number.

    How much is shipping?

    Joco Records offers one flat rate for shipping! This means that the more you add, the more you save. Adding additional items will not increase shipping costs, unless there are special, heavyweight items. We offer media mail and priority shipping, at this time. Both shipping methods are flat rate, so add more items to get the best bang for your buck!

    Carbon Neutrality and Charitable Contributions

    What charities do you donate to?

    That's a great question! The simplest answer is that we donate to as many charities as we can! Over the past, we have donated to charities such as American Cancer Society, VFW, Human Society, St. Jude's, etc. The list is long. The purpose of this is that we don't want all proceeds to only go to one cause. We believe in being as helpful as possible for as many causes as we can. Our customers are the reason we are able to do this. Without your orders, we wouldn't generate the money required to make this happen. We are in this together, and we thank you for helping make a difference!

    We hope to have a dedicated Charity page in the near future, where we can showcase all of the fine organizations we have supported. 

    What do you mean by "Carbon Neutral"?

    Many everyday activities produce carbon. The electricity you use, the miles you drive, the shipments you send to customers—almost every routine activity produces a measurable carbon footprint.

    And while it's not always possible to do these activities without producing carbon emissions, it is possible to offset those emissions through a variety of accredited projects and initiatives. With EVERY SINGLE ORDER, Joco Records goes green by purchasing Renewalbe Energy Credits and offset projects, such as reforestation, solor and wind farms, greenhouse gas capture, and much more.

    We realize the benefit of balance and seek to find harmony between humans and the environment. We strive to create a balance between traditional energy consumption and green energy sources, offering humans a sustainable way to interact with the planet. We recognize the value of life and are committed to doing our part to give all humans the potential to thrive, both now and in the future. By making greener choices in our daily activity, we can limit our carbon impact and neutralize our footprint.

    Coming Soon: We hope to have a page dedicated to this where we can show exactly how much of a difference we have made, together!

    Order Issues

    What if my order never arrives, is stolen, or is damaged?

    ​To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

    ​If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/​.

    When you visit your cart, you will see Route Insurance is enabled by default, but can be toggled off.  

    IMPORTANT NOTE: If you do not opt for Route Insurance, you order will not be covered against any damage or loss during shipment. Without Route, your package is not insured. Manfucturing defects are also outside of our control. While you may reach out, we cannot guarantee a refund or return. All vinyl records are sold as brand new and therefore are not never opened prior to shipping. While we will never ship you an album that shows clear signs of damage, manufacturing defects do occur from time to time. Additionally, minor warping is almost always fixable via propoer storage, turntable weights and time - and is not cause for alarm. 

    What is Route Insurance?

    Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

    The Route App Is Free! The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

    ​To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

    ​If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/​.

    IMPORTANT NOTE: If you do not opt for Route Insurance, you order will not be covered against any damage or loss during shipment. Without Route, your package is not insured. Manfucturing defects are also outside of our control. While you may reach out, we cannot guarantee a refund or return. All vinyl records are sold as brand new and therefore are not never opened prior to shipping. While we will never ship you an album that shows clear signs of damage, manufacturing defects do occur from time to time. Additionally, minor warping is almost always fixable via propoer storage, turntable weights and time - and is not cause for alarm. 

    What if my colored vinyl doesn't match the color advertised on the listing?

    We sell everything in Brand New & Sealed condition. Because of this, we never open albums before shipping them, we only check to make sure they are in new condition. Manufacturers and record lables inform us what color of vinyl is in each sleeve, and we take their word for it. 99.9% of the time, this is accurate. Please note that colors can often vary. Shades of red and blue can be different from pressing to pressing, and we unfortunately have no control over that. We do our best to clearly mark all colored albums with the right varient. However, if you order a color album and a black color arrives, please do let us know. We will do our best to find the cause of this issue.