ORDER FAQ....
RockPaperMerch.com is an independent subsidiary of Merch In Motion Inc. We act as a fulfillment agent for the clients we represent. We are provided with products directly from our Clients and do not own or produce any products that we sell. RockPaperMerch is not affiliated with, cannot answer personal questions, speak on behalf of, or forward inquiries directly to any Artist.
Please read the full item description before placing your order. By placing your order you acknowledge that you understand the terms outlined below.
PAYMENT ...
We accept all major credit cards and gift cards as well as Google Pay, Apple Pay and Shopify Pay. Other payments options may be available through the Shopify payments system. We do not accept direct card payments, money orders by mail and presently do not accept PayPal payments.
We recommend not to use gift cards for pre-order items in case there is an issue and your order needs to be refunded. If you do use a gift card it is your responsibility to retain the card number and accept all responsibility for not doing so.
If you have a DISCOUNT CODE be sure to enter it on the page where you add your shipping information BEFORE payment is made.
CURRENCIES ...
All items are priced in Canadian currency. Check the Currency Converter in the top right corner for the currency you are viewing. If you are not paying in Canadian funds the amount you are viewing and the final amount that shows up on your credit card statement will reflect the currency rate your credit card company or bank is charging on the day of the transaction. Note that if you are not in Canada you may see a small additional charge on your card showing as pending that will disappear in a few days. This is due to the fluctuating currency exchanges rate. By placing an order you accept that any purchases and refunds amounts in non-Canadian funds may vary slightly.
ORDER CONFIRMATIONS ...
Upon placing an order you will receive an Order Confirmation by email. You will need your order number to inquire about your order and process any returns. If you do not receive a confirmation check your spam folder. You can also check your credit card bill to confirm if an order was completed.
If you are having problems completing your order you may have a Temp File conflict. Clearing your cache and restarting your computer will fix this conflict.
If you need to correct your shipping address please text us directly. Note that this may delay shipping.
SHIPPING / DELIVERY TIMES ...
SHIPPING METHODS - You can choose your shipping method at checkout. We presently offer multiple services for domestic and international shipping with bundle shipping rates so adding additional items will not increase your shipping price significantly.
FULFILLMENT TIMES - Items ship from our RockPaperMerch Canadian warehouse in Toronto ON in 5 to 14 business days (not counting weekends and holidays) of placing your order. Once your order is shipped you will receive a Shipping Confirmation email with the tracking number. Please allow time for the carrier to update tracking in their system. It is now more common to experience delayed tracking updates as items travel through multiple depots, transfer to local depots, and are processed by local customs offices.
If your order contains a Pre-Order item please review the Pre-Order section in this FAQ.
NOTE - The Shop App sends false tracking notifications. Only trust our email notifications.
DELIVERY ISSUES - Please note that we have no control over your package once it ships. You have the exact same information that we have. It is now more common to experience delayed tracking updates as items travel through multiple depots, transfer to local depots, and processing by local customs is required
If your package shows In Transit for an extended period of time please contact us as we have no way of know if there is a delay once a package has shipped. We will put in an inquiry with the Carrier and if the item is deemed lost we will reship your item at our expense. If your package shows delivered and you have not received it please contact the Carrier first as they will have the most accurate information. If an item is delivered and deemed stolen or lost we will reship and may request additional payment for reshipping with by tracked signature delivery with insurance.
If you enter an incorrect address contact us immediately to have it corrected. If an item is already delivered to an incorrect address we cannot retrieve it. If it is refused and returned to our warehouse we will reship upon receipt of the package and additional shipping fees.
DISCOUNTS ... AUTOMATIC 5% OFF - To help offset rising shipping charges by couriers we offer an automatic 5% discount on orders with 3 or more items in the cart.
PRE-ORDER ITEMS ... Pre-order items are not yet physically available to ship. By purchasing a pre-order item you are reserving a copy when we receive it from the Artist or Record Label. The date listed is an ESTIMATED shipping time. The ACTUAL shipping dates frequently change due to issues such as getting items fully signed with band members not in the same city, manufacturing delays for physical vinyl, shipping delays for items coming from from multiple locations and other countries and additional time needed to assemble and securely package bundles with multiple items. For these reasons please always continue to refer to the item description as we will provide updates as frequently as possible. When the item(s) are physically in our warehouse and we have started shipping the listing will be updated. Please allow some time for your order to be processed once we begin shipping as there may be hundreds of orders that can't all be shipped at once. We highly recommend to follow the Artist on social media as they will be posting updates. If a pre-order item is ordered with another item the entire order will not ship until all items are available. If you don't want to wait simply request a refund and we will process.
RETAIL TAXES ...
Your invoice total will show applicable taxes. Orders shipped to locations outside of Canada are exempt of Canadian taxes.
CUSTOMS & DUTY ...
You may be charged additional customs and duty fees by your destination country. The rates will vary dependent on the items, value and country of origin. These charges are the responsibility of the recipient. We have no control over these charges, rates or fees. Contact your local customs office before placing your order for more information and to obtain rates for your country.
OUT OF STOCK ITEMS ...
We are supplied with product directly from the Artist so items may be temporarily unavailable until the artist restocks. Although we inspect items delivered to our warehouse, on occasion we may be unable to fulfill an order due to an item being damaged or mislabeled (this is usually associated with end of tour items) in which case we will contact you about an alternative option or a refund. If you wish to inquire about an item that is out of stock please e-mail us at info@rockpapermerch.com
RPM RECORD SHOP ...
The RPM Record Shop carries music and books from a variety of Canadian artists. While most are in new/sealed condition we also carry some out of print/collectors titles that may not be in new condition. Please note our grading below :
BRAND NEW - Sealed in new condition.
NEW - Opened but still in new condition.
GENTLY USED - Overall great condition. Cover may show slight wear and/or disc may have light scuff that does not affect play.
SIGNED ITEMS ...
Items that are signed are noted in the description. All signatures are hand signed. Please note that items are usually signed when the artist is on tour so it's difficult to keep consistent stock. While we screen items for damage and clean signatures products may experience slight imperfections due to additional handling and shipping. Signatures will be different, possibly made with different colored markers and appear in different locations than the image provided. By ordering a signed item you accept that the signatures may not be perfect.
RETURNS/EXCHANGES/ERRORS ...
For all inquiries please e-mail us at info@rockpapermerch.com and include your Order Number in the Subject Line, a photo of your packing slip, a photo of the product and an explanation of the issue.
Returns/Exchanges are accepted if the product is in its original condition. Shipping charges are non-refundable unless there is error on our part or your item is damaged. Please note that vinyl may shift in shipping. For signed vinyl we ship the record out of the cover. For sealed vinyl we ship in the original condition unless we are contacted to do otherwise.
In the case of our error, or an error in the listing, we will replace your item with the original item ordered, one of similar value of your choice, or issue a partial or full refund. A return shipping label for the original item will be provided. Do not ship items sent in error back to our warehouse without using the return label we provide as we do not issue credits for external shipping charges. We reserve the right to choose the shipping method for replacement items.
When shipping an item back to us include a printout of the email confirming the return/exchange. Refunds will only be issued once the returned product is received.
REFUNDS ...
You may contact our customer service line to request a refund at anytime for any reason if your order has not shipped. Our standard policy is to offer a refund upon request on any item that cannot ship within 60 days (excluding pre-order items).
If there is an issue with a product being damaged or missing in our warehouse and we are unable to ship we allow the Artist 15 days from your notification to replace the product before we issue you a refund.
We DO NOT ship replacement items or issue full refunds for damage due to extreme weather conditions, minor cosmetic damage such as corner dings, bends, split inserts, imperfect signatures, and so on. We may issue a partial credit or a discount code for a future order (at our discretion). While all signatures are authentic, the quality and placement does not qualify for a refund.
CHARGE BACKS - Please be aware that if you initiate to or show intention to a chargeback with your credit card company you are stating that you no longer want top allow sufficient time for your order to be fulfilled. A chargeback put a hold on all funds for 30 to 60 days. During this time your order is locked so we cannot make shipping labels or process refunds. So please just request a refund in the first place. It's really that simple.
INQUIRIES ...
For all order inquiries please ensure you have reviewed the item description and fully read the FAQ. If you still need assistance then E-MAIL us at info@rockpapermerch.com and include the name of the Artist Webstore and your Order Number in the Subject Line. Please allow up to 72 hours for a response (not including weekends and holidays). We try to respond to every email so if you send multiple emails you will get multiple replies. If your order inquiry is urgent, you have reviewed the FAQ and item description and not received an e-mail response in 72 hours you may TEXT the Merch In Motion customer service line directly at 519.854.8507. Please include the name of the Artist Store, your Order Number and the urgent issue and we will get back to you asap during business hours.
