Joco Records is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
Please note that his is your opportunity to include coverage for your package and we highly recommend this option. If insurance is not purchased, Joco Records cannot reimburse purchases that are lost or damaged during shipping. As proceeds are donated to charity, we have entrusted Route for shipment coverage. That being said, we highly recommend including the option Rout insurance at checkout. This is enabled by default but you may opt out, at your discretion.
You may contact us if you feel the package has been lost. We track every package that we send and also provide customers with a tracking number after the package has been left with the post office. However, please see the previous section regarding shipping policies. Any lost shipments must be reported through Route where a claim may be filed. If the optional Route insurance was not selected at checkout, these packages are not covered under our shipping policies.
As all proceeds are donated to charity, immediately following your payment, a claim must be filed via Route in the unlikely event your package is lost or damaged during shipping. That being said, we highly recommend including the option Route insurance option at checkout. Without this included, your package is not covered under lost or damaged shipments. Returns may not be filed for items that have not experienced loss or damage during shipping. We strongly recommend including Route insurance, at checkout, to insure your package is covered in these events.
Please contact us if you would like to discuss issues with your order.
Order Issue Questions & Contact Information:
There are multiple ways you can reach us, which are also included on our Contact Us page. Additionally, we have a chat feature at the bottom of most pages which enables you to talk to a live customer service representative.
Please include order number within your email. You may also reply directly to the order confirmation emails you receive from our website. We reply extremely quickly and are always here to help!