SHIPPING & RETURNS

DISPATCH TIMES

We process online orders Monday through Friday between the hours of 10am to 6pm, any orders placed on Weekends or Public Holidays will be sent on the next available pick-up day.

Orders are generally processed and shipped within 2-3 business days. There are however times where we hit capacity, generally after sales promotions, large pre-order campaigns or general periods of high trade where we hit capacity and it takes us a few extra days to catch up.  

During these periods we always do our best to communicate delays with you via email, or a notification on our website and can assure you that we’re busting arse to catch up.

In the event of requiring your order by a specific date, please phone or email us first and we’ll do our best to help you out.

 

DOMESTIC SHIPPING (AUSTRALIA)

We offer domestic shipping exclusively via Australia Post, this allows us to provide you with depot to door tracking once your order has been dispatched in addition to providing you with the most premium and reliable delivery service available in Australia.

As the artists own the stock unfortunately as much as we would like to we’re unable to offer free shipping with our online orders.

As a preferred supplier of Australia Post we’re proud to offer the following premium services:

  • 1-3 business days from dispatch - Australia Post (Express) with door to door tracking.
  • 1-3 business days from dispatch - Australia Post (Express) with door to door tracking + Insurance (for orders over $100).
  • Up to 7 to 12 business days - Standard mail with Stamp (for CD orders only) w/out tracking.

We use the shipping address you’ve placed with us during your check out on The Music Vault and do not manipulate your address in between, please note this is NOT your PayPal address.

If your order is over $100 You will have the option to purchase insurance at the checkout, this will help expedite any lost or damaged article claims with Australia.

 If you do not request insurance, we will still provide assistance by lodging claims on your behalf however please note the standard time to process claims without insurance with Australia Post is 6 weeks.

 

INTERNATIONAL SHIPPING (AUSTRALIA)

We also offer International shipping exclusively via Australia Post, using premium services called “Express Courier International” & “International Pack and Track” this allows us to provide you with depot to door tracking once your order has been dispatched in addition to providing you with the most premium and reliable delivery service for International orders available in Australia.

As the artists own the stock unfortunately as much as we would like to we’re unable to offer free shipping with our online orders.

As a preferred supplier of Australia Post we’re proud to offer the following premium services:

  • 2-6 business days from dispatch – Express Courier International with door to door tracking.
  • 3-10 business days from dispatch – Pack and Track International with door to door tracking.

We use the shipping address you’ve placed with us during your check out on The Music Vault and do not manipulate your address in between, please note this is NOT your PayPal address.

If you have an incident with a Damaged or Missing article we can provide assistance by lodging claims on your behalf however, please note the standard time to process claims without insurance with Australia Post is 6 weeks.

 

Depending on your country, additional fee’s and duty costs may be. Import duties and taxes are applied by the respective import customs office and are billed to the receiver. These fees are generally based on the value of the incoming goods and the value varies significantly between countries. For more information, please contact your local customs office. The majority of our orders are not affected by Import Taxes however we must outline that this can be a possibility.

 

30 DAY FREE RETURNS

 

We’re happy to now offer 30 day free returns on any unused, original conditioned items.

In the same sense, if you have received a damaged, faulty, marked or incorrect item, firstly….we’re sorry! But let’s fix it, please email or phone the store first @ store@themusicvault.com.au and we will organise this to be returned and exchanged or credited accordingly

 

Once contacted, we will organise a return label and email it to you and which point you can print it out, put into comparable packaging ensuring its safe return and drop if off at your local post office.

 

Whilst we’ll have some email transactions or phone logs to help us figure out your preference, it would really help if you completed the “Returns” form that’s located on the back of your order confirmation and include this in your package.

 

When we receive the item, we will action the swap out or credit accordingly, please note that if we determine that the item has been washed, worn, mishandled, damaged outside of being a manufacturers fault or in any way made un-sellable during the time it was outside of our control we may contact you to organise an alternative option.

Please allow a few days for the parcel to be returned and handled, you will be able to use the tracking # to track its progress back to our depot.

 

PRE ORDERED ITEMS

 

We receive stock from the record label, supplier or directly from the band to ship pre-orders the week of each release with intention for it to arrive on release day. International customers are prioritized as they take the longest in transit, then our Domestic orders, again with the intention of showing up the day of release. Occasionally, there are manufacturing delays or delays from the record label or band that are outside of our, we’ll communicate these delays and endeavor to get these packages out to you with as much notice as possible.

When shipping Pre-Orders alongside available online items, we ship the entire order along with the Pre-Order item when the Pre-Order is available for shipping. If you would like your available items sooner, it is recommended to place two separate orders with the Pre-Order item in question placed on its own. 

 

HOW WE SHIP VINYL & CDs 

We ship all vinyl sealed and unopened (where applicable). If you're a true vinyl enthusiast would prefer the vinyl to be open and removed from its sleeve when shipped to avoid seam splits, please add the complimentary “Vinyl Desleeving” to your order.

We do everything in our power to package your order so it arrives to you in one piece and in as good a condition as possible. If you are extra concerned with the arrival of your package, please select optional insurance when nominating your preferred shipping message so in the unfortunately case of having to lodge a claim, we can do our best to make sure this process is expedited.

There may be times where the “jewel case” of a CD may not be able to be replaced due to the shipping method you have nominated, whilst we provide bubble wrapped packaging, there are handling processes once it leaves our depot that we cannot control.