Frequently Asked Questions
FUTURE PRESENT PAST EP ORDERS
Q: Why was I charged twice for my order?
Due to heavy traffic on the site, users were required to refresh upon checkout. Our e-commerce platform should have a mechanism in place to prevent this, but we've noticed a handful of instances where this has occured and the user information is not captured. In the event that this has happened to you, please contact us ASAP at firstname.lastname@example.org and we will refund you in full immediately.
Q: Why did I receive the wrong color vinyl?
Unfortunatly, due to the high volume of orders, we've enountered a slight degree of human error involved with respect to the pick-pack-and-ship process by our fulfillment partner at their warehouse. Given that the various colors were made in limited quantities to begin with, we face multiple challenges in determing a solutuion that will work best, but please rest assured that we are in the process of determing the best course of action here to resolve this matter. If you recieved the wrong color, please e-mail us at email@example.com and we will be in touch shortly. Thanks for your patience.
Q: Why didn't I receive confirmation when my order was placed?
Due to the high volume of traffic, we've enountered problems with several customers who did not receive confirmation of their order. Please e-mail us at firstname.lastname@example.org so that we can provide you with confirmation that your order is in good standing to be processed.
Q: My 10" vinyl arrived and is damaged, what can I do?
Please accept our sincere apologies for the damage to your product during shipping. Please take a photo and e-mail us at email@example.com, and we will provide you with further instructions.
If you are experiencing issues with the fidelity/sound, pleease take a video and send to us as well at firstname.lastname@example.org so that we can help resolve this for you as soon as possible.
Q: Why am I getting a pop-up window when I try to click on the digital option for a song or album?
A: As an online record store, we only have the rights to sell digital tracks for artists that release albums through Cult Records or for artists that enter into individual agreements along with their respective labels. All other titles are made available for sale through a third party distributor (7Digital) in a separate pop-up window. Please be sure to disable any pop-up blocking software when you click on the 'GET' button for respective titles. We apologize for any inconvenience.
Q: Will you be carrying releases from additional artists not currently listed in the store?
Yes! We will be adding more artists and their respective releases, along with other items on a daily basis. Please be sure to reference the 'Now In Stock' section in the Cult Records' Store for an updated list of newly added products. If you have suggestions, let us know via the customer service form located in the footer of our website.
Q: Can I return something for a refund or exchange it for another item?
A: Once your order has been shipped, we cannot accept any cancellations or address changes. If you notice any mistakes in your order confirmation email, please email us as soon as possible so that we can do our best correct the information for you.
Refunds and exchanges will only be available for damaged or defective items. If your item is damaged en route to you, please email contact us via the customer service link in the footer of this website with your order number and a photo of the damaged item.
Q: Why does the vinyl record that I bought sound warped or defective?
A: You may want to look at the RPM setting on your turntable and adjust the speed accordingly. Full album 12" vinyl releases will be cut at either 33 or 45 RPM, and 7" single releases will generally be cut at 45 RPM.
Q: What if the item I ordered arrives damaged?
A: Refunds and exchanges will only be available for damaged or defective items. If your item is damaged en route to you, please email email@example.com with your order number and a photo of the damaged item.
Q: Why didn't I receive all of the items that I ordered in this shipment?
A: Please send an e-mail to us directly at firstname.lastname@example.org so we can help further assist you!
Q: If I pre-ordered something that won't be available until release date, along with other items available now, will I receive them separately?
A: If your order contains a pre-order item, it will be held until the pre-order items are ready to ship. If you’d like to receive the other items sooner, we recommend placing separate orders.
Q: Should I have received a confirmation e-mail after I complete my order?
A: Immediately after you place your order, you will be sent a confirmation email letting you know that we have received it and that it will be processed for shipment to you ASAP! If you don't receive an order, please feel free to e-mail us directly at email@example.com.
Q: Can I download a file directly to my phone?
In most cases, you will need to download the file to your desktop/laptop computer and synch it to whatever software/apps you use to play music on your phone, i.e. iTunes, etc.
Q: How will I know when my order has shipped and how can I track my order?
You will recieve a notification via e-mail once your order has shipped along with respective tracking information.
***PLEASE NOTE: THERE IS NO TRACKING INFORMATION FOR INTERNATIONAL ORDERS AT THIS TIME.***
Q: How do I return an item I don't want?
For defective/damaged goods, we provide refunds or exchanges with pre-paid shipping labels. To return a non-defective/damaged good, you will be responsible for shipping and will be refunded for the respective amount, minus a $5.00 processing fee for each item.
Q: How do I cancel my order?
Send your request via the customer service link in the footer of our website.
***PLEASE NOTE: YOU WILL BE CHARGED A CANCELLATION FEE OF $2.50 THAT WILL BE DEDUCTED FROM THE ORIGINAL AMOUNT OF YOUR ORDER FOR YOUR REFUND.***
Q: How and where can I send music for you to listen to for a possible release on Cult Records?
A: Thanks for thinking of us! Check out the Demos/Music section located in the footer of our website to submit for our consideration.
Q: How can I submit my band for a potential Cult Citizen show?
Check out the Demos/Music located in the footer of our website section and be sure to select the 'Cult Citizen' check box to submit for our consideration. Please let us know if there is a specific month that you plan on being in New York.
Q: Can I host a show on your radio station?
Mayyybe...send us a note using the customer service form located in the footer of our website along with a streaming link to your show.