Shipping speed and cost will depend upon the size of the order, destination, and shipping method chose at checkout. If your purchase was damaged during shipment and the package was insured, we may elect to file an insurance claim. Please contact us to report the damage as soon as you receive the package. Please attach photos of the damage and retain the item plus packaging until the claim has been completed. Mail carriers do not honor claims without full visual proof of damage that makes the item unusable. A refund will be issued to the credit card or account used to make the purchase after the claim has been settled. We have luckily never experienced such issues, but we know that sometimes postal carriers can be a bit rough on packages. We got to great lengths to ensure the packages are packed securely.
Please note that we provide the option of including shipping insurance during checkout. This is your opportunity to include coverage for your package and we highly recommend this option. If insurance is not purchased, Joco Records cannot guarantee a full or partial refund. As proceeds are donated to charity, we often need to file a claim to recover these funds in the unlikely event of damage. That being said, we highly recommend either choosing a shipping method that includes insurance (Priority) or adding the insurance option at checkout, to you Media Mail shipping option.
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. We follow each package to make sure it reaches you. Certain events (such as a pandemic) may cause shipments to become delayed while in transit. In most cases, your packages will reach you within 3-7 days, depending on the shipping method chosen at checkout and the availability of your item(s).
As previously outlined in our Shipping Policies above, returns and refunds are only accepted when shipping insurance has been purchased and your return reason is covered by a damage claim. Returns for any reason other than damage are not accepted. As all proceeds are donated to charity, immediately following your payment, we often need to file a claim to recover these funds in the unlikely event of damage. That being said, we highly recommend either choosing a shipping method that includes insurance (Priority) or adding the insurance option at checkout, to your Media Mail shipping option.
Please contact us if you would like to discuss issues with your order. If the item we sent to you is defective or is not what you ordered, we may discuss options to fix the situation. In those unlikely situations, we will send you a pre-paid shipping label for the return. We will issue a full or partial refund to the credit card or account used to make the purchase as soon as the insurance claim is accepted and the item is delivered back to us. If you ordered the wrong item by mistake or just changed your mind about the purchase, even if the product is still unopened, we reserve the right to decline refunds and return requests. Feel free to reach out to us with any questions you may have about these policies.
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!