VinylMeNow Shipping Protection
Packages presumed to be lost
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 9 days after the last tracking update for United States domestic shipments.
Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Vinyl Me Now will not cover this. In instances where the item is being returned to the sender and is reusable, customers will be refunded minus the full shipping cost.
Packages labeled "return to sender"
Vinyl Me Now does not cover packages labeled return to sender because the order has been sent back to us. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Vinyl Me Now may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Delivered but missing package
At our discretion, Vinyl Me Now requires a police report when the customer’s package is marked as delivered. On orders over $100, Vinyl Me Now requires evidence of the police report.
Customer files the police report and includes an explanation that Vinyl Me Now has a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Vinyl Me Now, Vinyl Me Now is requiring a police report. Upon request, Vinyl Me Now can require additional documentation (e.g. proof of identity, address, notary, etc.).
Delivered to wrong address
Send Vinyl Me Now, the police report PDF & number in the order issue.
Upon request, Vinyl Me Now can require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered by Vinyl Me Now was stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Delivered to wrong address
Filing a police report
On orders over $100, Vinyl Me Now requires evidence of the police report
Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g. proof of identity, address, notary, etc.).
Delivered to wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
Broken items
The customer does not need to ship it back to Vinyl Me Now unless the we indicate otherwise.
Damaged items
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 5-20% refund depending on the severity of the cosmetic damage.
Vinyl Me Now requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
Inpu ut wrong address
If the customer entered the wrong address at the time of order, Vinyl ME Now will not cover this.
Quality control
If the customer is unsatisfied with their product, Vinyl Me Now is not a product replacement plan and the order issue cannot be approved as all sales are final.
Too late to file
Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 9 days after the scheduled delivery date for United States domestic shipments
Expedited shipping hasn't arrived
If the customer’s package is delayed for whatever reason, Vinyl Me Now will not cover it.
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
If the customer paid for expedited shipping but the package arrives outside of the expected window, Vinyl Me Now will not cover it.
Package in Pre-Shipment
Vinyl Me Now reserves the right to deny order issues where package tracking is marked as "pre-shipment” and we know that we handed it off to USPS. Sometimes they are bad for not marking it accepted at our local post office, they but it on a truck and send it to you. When it gets to your local distribution center it will then be scanned, please wait for 9 days for your packaged to be scanned before reaching out to file a claim.
Closed order issues
If a customer does not respond within 3 days, Vinyl Me Now will automatically close the order issues.
If the item has shipped, is already protected with Vinyl Me Now Shipping Protection the package and cannot refund the customer.