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:

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:

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

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

Can I cancel my order?

It depends.

We will try to accommodate you, but do reserve the right to refuse your request. Some reasons for refusal are provided below, but this should not be viewed as a comprehensive list.

  • Your order has already been shipped.
    • please refer to Returns and Exchanges for details on how to initiate the return of an unwanted package.
  • You've accessed the digital download.
    • if you've already accessed the download but your items have not shipped, we will most likely convert your order to a digital purchase and issue a partial refund.
  • You've ordered a limited edition pre-order item.
    • most of the time we'll be able to take care of this for you, but there may be occasions when a cancelation and refund are not an option for pre-orders.

Please email to submit your request.

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 Physical and Digital Gift Cards. Both options are available in $10, $15, $20, $25, and $50 increments. https://www.polyvinylrecords.com/store/gift_cards


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 are typically available one week before release 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.

Please contact with your order number and the details of your request and we will do our best to accommodate you.

Please note: We are not able to apply sale discounts or coupons to existing pre-orders.


Returns and Exchanges

What is your return policy?

Polyvinyl accepts returns on the following items:

  • unopened CDs, LPs, and tapes
  • 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.

*Items purchased during the annual Garage Sale are often discounted because of superficial damage - these items are typically not eligible for an exchange.

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 Non-Polyvinyl Shop (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 with our pre-2016 releases.

If you have a code for Antisocialites (Alvvays) replace the "O" with "Q" - the tails got cut off.

If your provided download code is for the incorrect album, or you are still experiencing a problem accessing your 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: