Polyvinyl Record Co.

Champaign-Urbana, IL

Online Store Customer Service:
217-403-1752 ext. 399
Monday - Friday 9:00 AM - 5:00 PM CDT

  • Online Orders:
  • Press & Publicity:
  • Licensing:
  • Radio:
  • Wholesale and Distribution:
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Customer Service


Ordering

When will my order ship?

We generally ship orders out the next business day after they are received*. You will receive an e-mail the moment your order ships.

If you have not received an email within several business days, please send a pseudo-friendly e-mail to and we'll be happy to get back to you right away.

*Pre-order and backordered items are an exception, please see below.

Please note: our goal is to get your order out as soon as possible, but delays may occur during holidays, large sales, and around popular releases.

When will my order arrive?

It depends on what type of shipping option you select, but please understand that delivery estimates refer to travel time once an order has been shipped.

For U.S. residents, the choices are:

First Class -- Smaller orders (under 13 oz) are given the option of shipping via First Class Mail (2-5 day delivery).

Media Mail -- Our most inexpensive shipping option for US orders is Media Mail (up to 14 day delivery).

Priority Mail -- All orders are given the option of shipping via Priority Mail (1-3 day delivery).

FedEx Ground/Home -- Transit time is generally 1-4 days in the contiguous 48 states depending on your distance from Illinois. Domestic customers in Alaska and Hawaii should expect longer transit times.

FedEx Overnight -- Packages will arrive the next business day as long as the order is placed by 2:00 PM CST.

For international customers, the choices are:

Standard International Mail -- Transit time is typically 6 weeks. No tracking information will be provided.

First Class International -- Transit time is generally 1-3 weeks. Delivery confirmation provided. Delivery Confirmation ensures status updates concerning delivery of your package and often (but not always) provides additional route information about your package as it makes its way to your door.

Priority International -- Transit time is generally 1-2 weeks. Package tracking is available.

FedEx International Economy -- Typical delivery within 5 days. Package is insured and trackable.

FedEx International Priority -- Typical delivery within 3 days. Package is insured and trackable.

How long are coupon codes valid?

Unless otherwise specified, most coupon codes will expire within 6 months of their issue.

All coupons expire at 11:59 PM CDT/CST.

What is excluded from coupon codes?

Shipping costs, pre-orders, and bundles are excluded from coupon codes.

Occasionally, other exclusions may apply.

Do you offer gift cards?

Yes! We offer both https://www.polyvinylrecords.com/product/polyvinyl_gift_card"> physical and https://www.polyvinylrecords.com/product/polyvinyl_egift_card">digital gift cards. Both options are available in $10, $15, $20, $25, and $50 increments.


Pre-Orders

Polyvinyl is happy to provide our customers with the opportunity to reserve copies of new albums before release date.

You may order other items along with your pre-order; however, those items will be held until the entire order can ship together on the pre-order ship date.

When do pre-orders ship?

Pre-orders typically ship 10 days (sometimes earlier) before an album's release date.

Please note: you will be charged as soon as you place the order.

When will I receive my download?

Downloads for pre-orders will be made available on the pre-order ship date.

Your download page will display a countdown clock showing the exact time when you will be able to retrieve your download.

I ordered other items with a pre-order. Can I get those earlier?

If you ordered additional items with your pre-order and don't want to wait -- don't worry!

We can arrange to split ship your order.

Please contact with your order information to get started.

Can I make a change to my pre-order?

Probably. Sometimes we start packing/shipping pre-orders early, so if you need to cancel or add items to a pre-order, please contact or call 217-403-1752 ext. 399 and we will do our best to accommodate your request.


Returns and Exchanges

What is your return policy?

Polyvinyl accepts returns on the following items:

  • damaged CDs, LPs, and apparel
  • unopened CDs and LPs
  • unworn and unwashed apparel

All returns must be made within 60 days of receiving an order.

Please contact and we will provide further instructions to start your return.


Postage Costs: we cover shipping costs only if you were shipped an incorrect item or your purchase is damaged/defective.

Does Polyvinyl offer exchanges for damaged or incorrect items?

First of all, we're so sorry for the inconvenience!

Secondly, yes, we absolutely offer exchanges for incorrect or damaged items!

Please contact and we will do whatever we can to fix the issue for you as quickly and painlessly as possible.

What should I do if I ordered the wrong size or changed my mind about a purchase?

If you need to swap a size or have changed your mind about a purchase that you have already received, no worries, we totally understand!

Here's what you'll need to do:

Follow the instructions listed above for returns.

Place a new order for the preferred item or size at your convenience.

Have additional questions? Send an email to with your name and order number - we'll help you out as soon as we can!


Postage Costs: we cover shipping costs only if you were shipped an incorrect item or your purchase is damaged/defective.

Help! I JUST ordered the wrong thing - can I change my order?

If you need to make an adjustment or correction to an order that HAS NOT BEEN SHIPPED, please send an email to as soon as you can.

We will try to correct your order before it ships, but please understand: we may not be able to make the requested adjustment.

Make sure to include the following information:

  • your NAME
  • your ORDER NUMBER
  • the INCORRECT item, size, or color
  • the CORRECT item, size, or color

Please note: if there is a price difference between items, we will send you an invoice or process a refund for that difference accordingly. Let us know if you have any questions.


Downloads

All digital downloads are provided in 320kbps DRM-free MP3 format.

After completing checkout, you will be able to download available albums and/or songs you have purchased.

I bought this album, why is there no instant download?

While we are able to provide an instant download for most items in our store, there are a few reasons an album does not include one...

It's a pre-order - Downloads for pre-orders will be made available on the pre-order ship date.

Your download page will display a countdown clock showing the exact time when you will be able to retrieve your download.

It's from the Vinyl BINge (e.g., Polyvinyl did not release it) - Items found in this section of the store will not have instant downloads available, however most will include a physical download code in the packaging.

It's an oddball - a few of our early records never had mp3s attached; we may not have the distribution rights for the digital version of the music; it could be something else.

If you still have questions, please email .

I just bought a Polyvinyl LP and am having trouble with the download code. Help?!

If you receive a message that your download code is invalid, please try replacing any zero (0) with the letter "O" or vice versa, and attempt again. This is a common error.

If you find that your digital download code is for the incorrect album, or you are still experiencing a problem with your digital download, please contact .

Where do I redeem my download code?

Right here!


Polyvinyl Record Co.

Champaign-Urbana, IL

Online Store Customer Service:
217-403-1752 ext. 399
Monday - Friday 9:00 AM - 5:00 PM CDT

  • Online Orders:
  • Press & Publicity:
  • Licensing:
  • Radio:
  • Wholesale and Distribution:
  • All Other Inquiries: