Frequently Asked Questions
CONTACT
Who can help me with a general product enquiry?
Email: sales@vinylnation.co.nz
Who can help me with an a website order, delivery or return enquiry?
Email: sales@vinylnation.co.nz our customer service team operates Monday to Friday.
Who are we?
Vinyl Nation is a New Zealand vinyl music store, independently owned and operated. Our team share a wealth of experience, knowledge and enthusiasm for the music industry.
Do you have a physical store?
No, we are an eCommerce store only based in Auckland, New Zealand.
Who can I contact regarding website problems?
Email: sales@vinylnation.co.nz
Why am I receiving emails from Vinyl Nation?
When you register with our online store you will have the option to sign up to receive regular email updates with promotional information, such as information about special offers and sales events. When you make a purchase at our online store we will send you an email to confirm your order and details. If you don’t receive an email, check your spam or promotional folder. You may also have been given the opportunity to sign up to our newsletter in store.
Can I opt out of marketing emails?
You can opt out of receiving promotional communications by clicking unsubscribe in the body of the email. We will miss you though!
ORDERING
I forgot to add an item once I placed my order, can I add an item to my existing order?
Unfortunately once the order has been accepted into our system we cannot add items to it. We pick, pack and process in the order received. Also, all transactions are processed through a secure third party (Payment Express) and we do not hold any of your credit card details, so we are unable to charge you for the extra item. It is for this reason why it is vital that orders placed are checked and any changes made before submitting.
Am I able to combine two existing orders?
Unfortunately, we cannot combine orders already in our system for processing.
How do I search for a specific product?
Using the search engine at the top right of our site, type in a description of what you are looking for; or use the category dropdown menus to narrow your search.
What is our Normal Retail Price?
Our normal retail price is stated on our website in New Zealand dollars and includes GST of 15%.
How do I place an order?
Browse the website for the item you wish to buy and select add to cart. You will then get an option to choose to continue shopping, or if finished proceed to checkout.
How do I remove something from my shopping cart?
Select “remove” beside the item in the cart you wish to take out.
I’ve finished shopping. How do I complete my order?
Review your order and select check out and follow instructions. Proceed either as an existing customer, create an account for future orders, or just as a guest.
I have a discount code. How do I use it?
Once you have finished your order, enter the code into the “Discount Code” field at the bottom of the screen and click apply. We have a number of items that are “Excluded” from any discounts. To see a list of items that are currently excluded click here. Preorders, Gift Cards and Freight are excluded as well. Discount code applies from the original retail price.
Can I buy a Vinyl Nation gift card?
Yes, you can purchase gift cards on our website or in-store. Our minimum gift card value is $20.
Please follow the link here to find out more:
How can I find out when something will be back in stock?
Select the item and add to a “wish list”. When the item is back in stock, we will send you can email letting you know.
Do I have to create an account to shop with Vinyl Nation?
No, if you’d prefer, you can proceed to the check out as a guest.
Can my gift be sent overseas?
We currently only deliver to addresses in New Zealand.
Why haven’t I received a confirmation email?
Check you have entered the correct email address and/or check your spam or promotional folders.
How do I place a Pre-Order?
Pre-Orders are placed as per normal stock orders. You will receive a email confirmation email as normal. Pre-Orders are charged in full at the time of placing the order.
Why does the quantity I want change when I go to checkout
if the quantity you put in changes when you get to checkout, it means that we don’t have enough of that product in stock. Our system won’t oversell an item so it will change to the maximum amount of stock we hold. Putting an item in your cart doesn’t hold the item, other customers can still purchase the item, so don’t wait to long!
PAYMENT
How do I pay for my online purchase?
We accept visa debit cards and Visa, Mastercard credit cards.
Can I pay using my Vinyl Nation gift card?
Yes, our gift cards (issued online) can be used on our website.
Can I pay by internet banking?
Sorry this option is no longer available. We do not accept payment via back transfer.
Can I pay using my Q Card?
Currently, this service is unavailable.
Is it safe to use my credit card to pay online?
Yes! We use a third party (DPS) specialising in payment systems to manage your card payments. DPS is committed to data security. DPS uses a variety of technologies and procedures to help protect personal information from unauthorized access, use or disclosure. When DPS transmits sensitive information (such as a credit card numbers), DPS protects it through the use of encryption, such as the Secure Socket Layer (SSL) protocol. Credit card details stored onsite are encrypted using 168bit 3DES encryption. DPS is a level 1 certified PCI-DSS compliant provider.
Why is my card getting declined?
First verify with your bank why this payment is being declined Possible reasons for a card to be declined are:-Insufficient funds+Verify that you have sufficient funds before making a purchase-Wrong card details+Verify that you enter the correct expiring date and CVC-Failed 3DS (3D Secure) verification+Confirm with your bank that 3DS is enabled for your card+Verify that you enter the correct code (the code will be sent by your bank to your phone, bank app or email address)+Make sure that you complete this verification within the time limit (set by your bank)If you are still having issues send us an email to sales@vinylnation.co.nz
SHIPPING
Can I get Saturday delivery?
Sorry we don’t currently offer Saturday delivery option.
Who is your shipping provider?
We use Aramex for all parcel deliveries in New Zealand.
Do you ship overseas?
We currently only deliver to addresses in New Zealand
Can I get track and trace?
All Aramex orders are sent with ‘Track & Trace’. We’ll send you a dispatch email with your tracking number at the time your order is sent. The New Zealand Track and Trace website allows you to see where your order is by way of an online tracker. Using your unique barcode, you will be able to easily see where your parcel is in the delivery process through easy to read graphics. Your order will be scanned at key checkpoints in the delivery network to enable you to have visibility on its whereabouts.
What will happen if I am not home when the courier calls?
The courier will leave a card with their contact details. You will need to ring the courier company or follow the instructions for manage online to arrange a convenient date for re-delivery of your parcel. Alternatively you can arrange with the courier company to collect your parcel from a Aramex depot or a Post Office.
Can my order be shipped to my business address?
Yes. Your address field MUST contain the name of the business so the courier can easily identify it.
Can my order be shipped to a PO Box or RD address?
Yes no problem. There is no extra charge for either of these.
Can I collect my order?
Sorry no collection option.
How long will it take to receive my order?
We understand you want your order as soon as possible! Our “target” delivery times as: North Island: 1-2 days Rural North Island: 1-3 days South Island: 2-3 days Rural South Island: 3-5 days
My tracking information states my order has been returned to you.
If the Courier was unable to deliver your parcel it will be returned to us. We may require an additional delivery fee prior to resending your order.
How much will it cost to ship my item within New Zealand?
Our standard delivery charges are as follows: Auckland – $8.00 / North Island – $10.00 / North Island Rural – $15.00 / South Island – $10.00 / South Island Rural – $15.00, free shipping on orders over $120
RETURNS, REFUNDS AND EXCHANGE POLICY
I want to return an item but I have used it, can this still be returned for a refund or exchange?
Unfortunately, once an item has been used, we cannot refund or exchange this as it is no longer considered “new” for retail sale. Please ensure any and all returns are not used, and are still in their original sealed packaging.
I’ve received a faulty product. What should I do?
We’re committed to selling high-quality products. We acknowledge that sometimes a product may have a fault. Please email sales@vinylnation.co.nz and explain the fault, providing images if applicable. If we cannot easily resolve the problem then we will provide instructions for return and replacement.
I’ve changed my mind about a product. Can I exchange it?
Yes. We will accept a return within 30 days if the item/s brand new, sealed and unused in its original packaging. You can send it back to us for a refund of the amount paid for the item/s less 20% restocking fee. You are responsible for the freight cost of returning the item to us. Please note : when sending items back via post, the item needs to be securely packaged, if it arrives to us in a damaged state, we will not be able to issue a refund.
Why have I been charged a cancellation fee?
Due to increased administrative costs, Vinyl Nation will charge an one off cancellation fee of $5.00 (when an order has already been picked and packed).