Customer Service / FAQ

ORDERS

WHEN WILL MY ORDER SHIP OUT?

Most orders of in-stock merchandise ship out within 72 hrs following order placement. If you have Pre-ordered any items, they will ship on or before the release date. We will do our best to have all items out the door before the release date but can not guarantee that.

WHEN WILL I RECEIVE MY ORDER?

COVID UPDATE: we are still shipping regularly, but all postal carriers are experiencing delays that are outside of our control. Please allow an extra few days to a week or more for your order to be delivered. If your order has been confirmed as shipped and the tracking does not update after a particular location, please be patient as the postal workers are likely working around the COVID lockdown. Your order is still en route.

USA Domestic orders:

5-10 business days for delivery

International orders:

2-6 weeks. 2 weeks is normal, though Customs can cause delays which are out of our control.

*International orders are also sometimes subject to customs fees and VAT taxes that you pay to your government. Please be prepared to pay these fees and taxes when picking up your package. For questions about fees and taxes in your area, please contact your local post office.*

For any questions about your order please email us at info@propellersoundrecordings.com

WHEN WILL I RECEIVE TRACKING FOR MY ORDER?

USA Domestic orders:

When your order ships you will receive an email with your tracking number included.

International orders:

Cannot be tracked, therefore we can not refund an order even if reported as "lost" or "stolen". This rarely happens - usually your package is just tied up in Customs.

CAN I CHANGE OR CANCEL MY ORDER AFTER IT IS PLACED?

No, once an order has been placed it enters a very automated system and no changes can be made to the contents of the order nor the shipping address. Stated in a more simple way:

ALL SALES ARE FINAL.

CAN I RETURN MY MERCHANDISE?

30-DAY RETURNS/EXCHANGES IN CERTAIN CIRCUMSTANCES

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, you must email us with as much detail as possible about the item(s) defects or reason(s) for requesting a refund/exchange. Pictures are highly recommended when dealing with a manufacturing defect. Please contact us at info@propellersoundrecordings.com.
Returns or refunds are only accepted for items with a manufacturing defect. Incorrect orders (a.k.a. human data-entry errors or regret/"late night drunk shopping") are not eligible for refunds.
To complete a return/exchange, we require a receipt or proof of purchase. Please do not send your purchase back to us without prior approval.

Returns (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account or PayPal account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@propellersoundrecordings.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@propellersoundrecordings.com -please include your order#. You will be responsible for any/all shipping charges.

Yes, please follow these instructions:

Any unopened/unworn item shipped to a USA destination can be returned for any reason within 30 days of the shipping date

Defective items can only be replaced by the same item.
Wearables may be returned only if they are in new condition (unwashed and unworn).
Please include a note clearly stating what you want to happen and include your order number or a copy of the original invoice.
Shipping and Handling fees can not be refunded
Within 2 weeks of receipt of your return, you can expect to receive a credit for the returned item(s).
Send Merchandise returns to:

Fulfillment Merch
1006 Virgil Langford Rd.
Watkinsville GA 30677

ATTN: Propeller Sound Recordings

You will be responsible for paying for all shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

CAN I EXCHANGE MY MERCHANDISE FOR SOMETHING ELSE?

Yes, an exchange is a 2 step process:

Return the original purchased item, per the instructions above under the heading: "Can I return my merchandise?"
Place another order for the item you prefer to have.

WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?

We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.

WILL I BE CHARGED A CUSTOMS FEE FOR MY ORDER?

All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as “Gift” on customs forms.

FOR ANY CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:

Please contact us at info@propellersoundrecordings.com.

Monday - Friday 9a-5p Central

We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.

OTHER FAQ

1. I have a store or distro and want to order wholesale.
We are partnered with Redeye Distribution for international distribution (through a partnership with Proper Distribution). Please check with one of our partners for more info.

2. Hey, can you sign my band?
We are a small label with big plans so our release schedule is pretty full already. We like to think that we aren't actively looking for new bands to sign. Never say Never!", right? If you really feel the need to send us a demo, email a soundcloud or streaming link to us at info@propellersoundrecordings.com.

3. I want to interview one of your bands.
Send any and all press requests to info@propellersoundrecordings.com.

4. Will you press [insert name of record here] again?
Send any and all requests of represses to info@propellersoundrecordings.com.