ONLINE PURCHASES
What is the return policy for items purchased online?
For more info both online and in-store purchase returns, please visit Returns Policy, contact us at info@ziarecords.com, or call us at 623-580-4942, Extension 805. Online purchases cannot be returned at our physical store locations.
How can I cancel an order?
If you would like to cancel some or all of the items in an order you recently placed, log into our website and visit your "Orders" page. Any items in your order that our stores have not already started fulfilling will have a "Cancel Item" button on the right. Click this button for each item you wish to cancel. Any items without that button available are either currently being fulfilled or have already shipped, and we cannot guarantee a cancellation on these items. However, please contact weborders@ziarecords.com or call us during business hours at 623-580-4942 Extension 805 to request your cancellation, and we'll do what we can. Please note that if cancelling an item in your order brings your order below the free shipping threshold, a shipping charge will be added to your order.
What about Pre-Orders & Special Orders for exclusive and limited edition vinyl?
Due to the ever-increasing complications of the vinyl industry, Zia Records cannot guarantee each order placed until after confirmation is made with labels and distributors, which may occur up to a few weeks after your order is placed. Placing a special order with us usually means we'll be able to get exactly what you're after, but production delays and other complications may prevent us from obtaining your order. We won’t charge your card until we have it in stock.
What if my order has a Payment Error notice?
For all orders with a Payment Error, customers will have 7 days from initial charge attempt to fix these issues. You may do so through your Zia account on our website or by contacting weborders@ziarecords.com for further instructions. If not amended in 7 days time, your order will be considered abandoned and cancelled accordingly.
Can I use Zia Records as a vendor?
Zia Records does not act as a vendor and does not facilitate shipments for third parties. This includes international forwarding services, as we have encountered issues with said third parties in the past. Orders placed in violation of this policy are subject to cancellation, and accounts may be subject to closure. We thank you for your understanding and cooperation.
Orders that include multiple copies of the same item, or orders placed for numerous recipients under a single account, may be subject for cancellation and their account(s) will also be subject to be closed. In order to avoid potential customer service issues in the future, it is important that we maintain fairness and equality for all of our customers. Our goal is to ensure that every individual has an equal opportunity to purchase items from our website. For business owners interested in selling media, we suggest utilizing established vendors or creating your own storefront for a more successful venture.
Do you folks price match?
We do not offer price matching for online orders or our Amazon storefront, as each operates within its own competitive pricing structure. If you believe there is an issue with the pricing of a specific item, please contact us at weborders@ziarecords.com with the listing details so we can verify the accuracy of said listing.
Note for All Steelbook Customers:
Due to the extremely fragile nature of Steelbooks, Zia can no longer facilitate partial refunds or returns/exchanges for minor cosmetic blemishes. This includes minor scuffs, scratches, dings, and dents. This applies to New and Pre-owned Steelbooks, as sometimes a minor blemish can be concealed underneath the shrink wrap and underneath the J-card for New Steelbooks.
If an item has any cosmetic blemishes that are a bit worse than our usual standards, we will e-mail customers in a condition email to describe the exact cosmetic wear and tear. Customers can always return Steelbooks if the condition does not fit their standards, but they must cover the return shipping costs. If the item is damaged/defective and the playback of the disc(s) are affected, please contact us and we will cover the return shipping costs to either ship you a replacement or issue you a refund. We appreciate your understanding.
Note for All Vinyl Customers:
Vinyl records are packaged in perfect condition. Zia Records does our best to package every record as carefully and securely as possible in specially crafted boxes/mailers made specifically for vinyl records. With that being said, we do not* issue refunds/partial refunds or replacements for minor cosmetic damage (such as seam splits, corner dings or bends, etc.) as it is sometimes unavoidable once it is in our shipping courier’s hands. We appreciate your business and if you have any questions or concerns about this, please feel free to reach out to weborders@ziarecords.com.
SHIPPING
How long will it take to get my order?
Orders are usually filled within 2-4 days, but Special Orders can take up to 10-12 days to fill depending on availability. Delivery times vary depending on destination.
Does Zia ship items internationally?
No, we do not currently ship orders internationally.
Does Zia process inmate mailings?
Zia no longer processes any inmate mailings.
Does Zia have a cut-off date for orders placed for the holidays to arrive before December 24th?
Zia suggests that all customers looking to receive holiday gift orders by December 24th place orders no later than December 3rd to provide enough shipping time, but still does not guarantee delivery by the 24th given current difficulties and delays in shipping across the country. Orders cannot be guaranteed for arrival by December 24th, however orders placed on or before December 7th have a higher chance of arriving by December 24th.
Note for all vinyl customers:
Vinyl records are packaged in perfect condition. Zia Records does our best to package every record as carefully and securely as possible in specially crafted boxes/mailers made specifically for vinyl records. With that being said, we do not* issue refunds/partial refunds or replacements for minor cosmetic damage (such as seam splits, corner dings or bends, etc.) as it is sometimes unavoidable once it is in our shipping courier’s hands. We appreciate your business and if you have any questions or concerns about this, please feel free to reach out to weborders@ziarecords.com.
