Shipping policy
Any purchase on our site is an agreement by the customer to abide by the policy below.
Order Processing
All orders are dispatched from our US warehouse.
On average, orders containing available-to-ship items are processed and dispatched within 1-2 business days, although this is not guaranteed. Orders containing preorder items will ship as 1 fulfillment once all items are available to ship. More information on preorders is below.
Please note, Tower Records Merchandise and Exclusives are dispatched separately. On average, these items take 3-4 business days to dispatch, although this is not guaranteed.
The estimated shipping times that are displayed at checkout are from the point of dispatch.
Once processed and dispatched, we will provide you with tracking information in our shipping confirmation email. This will be sent at the end of the day on the day that an order was dispatched.
Shipping Methods and Time
We have a variety of shipping options available at checkout depending on your location. The shipping methods available to you and their respective costs are presented and calculated at checkout.
As stated above, the estimated shipping times that are displayed at checkout are from the point of dispatch. They are not from point of order creation.
Please note, when delivery times are given, these are unguaranteed estimates. The vast majority of orders arrive within the given timeframe. For reasons out of our control, sometimes there may be shipping delays. We aim to dispatch orders as fast as we can. From this point, we cannot be held responsible for delays caused by the shipping provider.
For domestic US orders, we offer the following shipping methods:
USPS Media Mail - 3-10 business days from dispatch
USPS Ground Advantage - 2-5 business days from dispatch
USPS Priority Mail - 2-3 business days from dispatch
UPS Ground Service - 2-5 business days from dispatch
UPS Next Day Air - 1 business day from dispatch
Please also note, delivery to a PO Box is only available through USPS. UPS and DHL are unable to deliver to a PO Box. If a PO Box is put as the address for a UPS/DHL delivery, we will hold your order until we can confirm a residential address with you. This will cause a delay to dispatch.
Preorder Fulfillment
Preorders are shipped as soon as we receive our allocation. This is normally on the day before release but delays may occur. If there is a delay in our allocation arriving to our warehouse, we will endeavor to get in touch to inform you within 2 business days after the release date. Please note, release dates can change. An updated release date can be found at the item listing. Orders containing available-to-ship items and preorder items will only ship together in one shipment once all items are available. We are unable to send orders in separate fulfillments.
Shipping outside of the US
At present, we ship to the following non-domestic countries:
Andorra, Argentina, Bolivia, Brazil, Canada, Chile, China, Colombia, Costa Rica, Curaçao, Ecuador, Egypt, Guernsey, Hong Kong SAR, Iceland, India, Indonesia, Isle of Man, Israel, Jersey, Jordan, Kosovo, Kuwait, Lebanon, Malaysia, Mexico, Monaco, Montenegro, Panama, Paraguay, Peru, Philippines, San Marino, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Switzerland, Thailand, Türkiye, United Arab Emirates, United Kingdom, Uruguay, Vatican City, and Venezuela.
All orders are sent from our US warehouse. All international orders are sent via DHL Worldwide Express. For orders outside of the US, excluding the UK orders under £135 GBP, we do not collect tax or duties at checkout. Non-domestic orders are therefore sent DDU. This means tax will be collected by the shipping provider during shipment. It is the customer's responsibility to pay any tax due and customs fees. Once we have exported an order, it is the customer's responsibility as the importer to settle any taxes and fees. These fees and duties are separate from shipping costs and are not covered by the exporter. Failure to pay taxes and customs fees will result in a consignment being returned to us. If this were to happen, you would be refunded for the order returned, less the shipping costs, once our warehouse receives and processes the return. The shipping provider should contact a customer via the contact details given at checkout in regard to any customs release. However, if you have not heard from them, you may want to contact them via the tracking page in order to clear any custom hold as quickly as possible. We recommend taking proactive action to clear customs if you have not heard from DHL shortly after your order has been dispatched.
An exception to the above is the UK. We collect tax at checkout for UK orders valued under £135 GBP and customers will not be required to pay customs to release a package. Orders valued over £135 GBP will not be charged tax at checkout and therefore tax will be collected by the shipping provider during shipment.
Returned to Sender
If a package has been returned to sender for any reason, be it an insufficient/incorrect address or by mistake, we are only able to process a refund once the returned package has been delivered to our warehouse and the package has been through our full return process. We cannot process a refund before this point. Once the return has been processed, we will process a refund for the order less the original shipping cost.
Lost Mail
Once a package has been dispatched and has gone without a tracking status update for 15 business days, or it is declared "Dead Mail," we are able to classify it as lost mail and issue a replacement or a refund. Before then, please leave feedback on the tracking page for the package's status to be updated by the shipping provider. Please contact us if you have any questions.
Tracked as Delivered but not Received
First, please confirm that the shipping address is correct for your order. We cannot be held responsible for items delivered to an incorrect address that we were given at checkout.
If your address is correct, please inquire with your local carrier and post office (if delivered by USPS). They will be able to provide more information and guide you on your next steps. We are only privy to the same tracking information as you. Unfortunately, it is quite common for carriers to prematurely or incorrectly update tracking information. Please also check to see if perhaps a neighbor may have received a package for you.
If your package was sent with USPS, a missing mail search would need to be conducted and concluded by USPS before we can take any potential action. Your post office will be able to guide you on the steps to take. No refund or replacement can be processed unless a missing mail search has been conducted and USPS has officially declared a package lost. We are unable to take any action before this point. Feel free to contact us for more information on the steps you can take with USPS.
Please note, neither the retailer nor the shipping provider can be held responsible for items stolen from an individual's property after delivery. If a package has been successfully delivered to a shipping location but then potentially stolen from said location, we are unable to process a replacement/refund.
For any other shipping provider, please reach out to us.
For any questions regarding shipping and dispatch, please contact us at contact@towerrecords.com.