Ordering Help Page

Problems With Our Order System?

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All our prices include shipping!


How will my order be shipped?

All orders are shipped directly from our distributor, City Hall Records via USPS Media Mail or First Class Mail.

To specify a different shipping service such as
USPS Priority Mail or Priority International, the request can be made using your order's comment field.


How soon will it be before my order is shipped?

Normally orders are shipped within 24 hours of the first business day after payment has been received.


How will I keep track of my order's progress?

You will receive an email when our Order Dept. sees your order, and another when it has been shipped.

You can also track the status of your order by looking at the Shopping Cart that was used for the order. This will show your order status as Received, Awaiting Payment, Payment Received, and Shipped. If there are any problems with the order those will be shown as well.

The status area on your cart will also show any shipping tracking numbers.


What payment methods are accepted?

Any payment method acceptable to our payment processor - PayPal, check, or money order for payment by mail. Please do not send cash.


What is required to use the shopping cart system? Do I need a certain browser?

To use the Order System, you need to have cookies enabled, and your browser should allow the referer to be sent. Browsers normmaly default to having both functions on.

The system should work with any browser made within the last ten years.

Javascript, Flash. or other similar technologies are not required.


What should I do if an item is listed as out of stock?

Check back later but keep in mind replenishment time frames can vary from weeks to years.


How do I use the Shopping Cart? Why does Show Cart not work?

A new Shopping Cart is created when you add your first item to your cart with the Add To Cart or Buy button. Using Show Cart before this will just print an error message.

You can add any number of items to your cart using the Add to Cart or Buy buttons anywhere on the site. View cart can be used at any time after the first item has been added to your cart. You can change the quantity of any item by typing in a number to the Quantity box, and hitting the RETURN key. To remove an item completely, use the delete button on the right side of the item.

Provided your browser does not delete cookies between sessions, you can leave the site and finish an order another time.


How do I Check Out to complete my order?

Check Out must be started from the Show Cart page. When ready to Check Out, just hit the Continue On To Check Out link at the very bottom of the Show Cart Page.

Check Out is a three step process. The first page will ask you for your name, shipping address, and email address. The secod will show you a summary of your oder, with tax and shipping charges included for your final approval. The third step gives you payment options.

If you choose the option to mail in your payment, you will be presented with a form to print and mail in with your check. If you choose a credit card payment provider, you will be taken to their site to complete that option on a secure site.


What is our return policy?

Your order is checked manually by a skilled, music-loving caring human and also with the use of a bar code scanner, to make every reasonable effort it is correct, before it is packed. However, if what we ship you is not as described, or it does not play, we will exchange it for a new copy that is correct.

If we do not have the item to exchange, your entire purchase price will be refunded promptly, including the freight.


How do I make a return?

1) Contact us via the email address you received your order confirmation from. Please include your name, address, and invoice number.

2) Describe the nature of the problem

3) We will send you a message with return instructions

4) Within a week of receipt, you will be sent the replacement or refund:

a) if we shipped you faulty goods or made an error in shipping the wrong item, your refund will include your postage costs. If it's our error, we pay the cost of fixing it

b) if you ordered the wrong item you will pay the postage for return, and receive credit only for the item, not the shipping. If it's your error, you pay the cost of fixing it.

5) At your option, if we do not have the item to replace, you may choose credit instead of a refund.


How do I save on CD International shipping costs?

If you want to get freight $avings, for CDs that are packaged in jewel cases, you can request to have the jewel case removed. If you choose this option we will reduce your freight cost by $1.50 on the first CD title and $0.50 for each additional CD title. Just let us know by writing REMOVE JEWEL CASE(S) at the time of your purchase.


What is your Quality Control policy?

Since all of our items are factory sealed we will not be responsible for an item's condition unless (you ask us to) inspect it. Even though incorrect, defective or damaged product is very rare, we highly recommend that you allow us to inspect your item before we ship it out. Just let us know by writing INSPECT when making your purchase.

If there is something wrong with your record that could only have been seen by such inspection, and you did not request it, we will not be responsible for it.

Also, many LP buyers prefer to have the disc shipped outside the jacket to minimize damage to the jacket. If you have requested that we inspect the disc, then we'll pack it outside the jacket.


What are your International shipment policies?

We enclose an actual invoice with your shipment and do not falsify customs valuations.

If you are at a foreign address where there are customs duties, and you have ordered an amount that puts you just over the limit for avoidance of such duties, we're willing to do you the service of discounting the merchandise a little upon request, if you'll allow us to make up for it with an equivalent increase in shipping and handling fees.

Please Note: Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.


What are your hours of operation?

Monday - Friday: 8:00AM to 5:00PM (Pacific)

Optional Left bottom button, graphic, or annoumcement. Sitewide.

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This page was last updated: Sunday, 19-Dec-2010 09:16:41 PST