Please contact shopusa@roughtraderecords.com
Please send all customer service questions, problems or complaints to shopusa@roughtraderecords.com
We generally ship orders within 3 business days. Occasionally issues can arise that will delay the shipment of orders. We will do our best to reach out to you about any delays. If you have placed a preorder, your order will ship in the week prior to the release date.
Shipping cost is calculated by weight and is based on the USPS/UPS prices and the cost of our packaging.
Once your order has shipped, the package is no longer in our control and we must rely on the United States Post Office or UPS to deliver your order in a timely manor. USPS Media Mail orders can take anywhere from a couple of days to 3 weeks to arrive, depending on your location and the machinations of the USPS. Priority Mail packages generally take 1 to 4 days to arrive, again depending on your location. We offer UPS Ground as an alternative to the USPS. You can view the UPS Ground map here to see how long your order will take to arrive once it has shipped.
Try our UK/ROW store at shopusa@roughtraderecords.com
Your package is on its way. We ship our packages in bulk and because of this, the USPS often does not scan each item upon receipt. The tracking will usually start working when the package gets closer to its final destination. We have a window of about a month until we consider items lost in transit. If after a month the package has not arrived or the tracking hasn’t updated, please reach out to store@matadorrecords.com and we will arrange a replacement or refund. We know the wait can be excruciating, but please remember it can always get more excruciating.
No. Your order will ship in full shortly before the release date for the preordered item.
Please send your new address along with your order number to shopusa@roughtraderecords.com and we will sort out the address change for you.
Please send an email to shopusa@roughtraderecords.com with your order number and we will take care of the cancellation for you.
Depending on your payment method it could take up to 10 days for a refund to post back to your account.
No, but you can send an email to shopusa@roughtraderecords.com to initiate a return.
Please contact shopusa@roughtraderecords.com and include your order number along with photos or video clearly demonstrating the issue. We will take proper steps to rectify the situation to the best of our ability.
There is a good chance that the problem is with your equipment. Cheap turntables, old needles, unbalanced tone arms and records played at the wrong speed are the most common sources of problems. If you are confident that none of these are the source of your issue, contact shopusa@roughtraderecords.com with your order number and as much information about the problem as possible.
No. Contact shopusa@roughtraderecords.com to cancel your order or initiate a return.
No.
The photos on our website are mock ups made before the actual production of the records. As such, there are often slight differences between the mock up and the final product. Pressing colored vinyl is an imperfect process that often results in slight variations in color and style. It is common for colored vinyl to have wisps of black or other colors in it. This is not considered a defect.
We only accept returns for items that are still sealed or are damaged. Please contact shopusa@roughtraderecords.com to return an item.
No. All issues with a product purchased from us must be addressed within 60 days after delivery. Once that period has passed, we cannot guarantee refunds or replacements.
