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Thank you for your order and support of our mission here at LEVITATION. We greatly appreciate it.
We've partnered with El Famoso to ship and fulfill all of our online store orders, shipping from their warehouse in Austin, Texas.
Please review the information below for answers to common questions. For additional info or questions not covered here, email us at: email@example.com
We offer an Exchange Only Return Policy in most situations. Please see below for details.
PRE-ORDERS. Are you waiting on a vinyl pre-order that is arriving later than advertised? So are we. Rest assured that as soon as receive the records from the manufacturer, they will be on their way to you. Obviously this is a huge bummer and we share your disappointment. We want our records too!
We do not provide refunds for pre-order items.
Our current order processing time is approximately 3-5 business days for in-stock merchandise.
We are unable to ship to P.O. Boxes. Please enter a physical address for shipping.
During this processing time, your online order is transmitted to our fulfillment center and processed for shipment as quickly as possible. Shipping rates are calculated based on total weight and dimensions of the item(s) ordered and the shipping zip/postal code. All orders will receive a shipping tracking number which will be sent to the customer email upon fulfillment of the order.
Pre-orders begin processing as soon as the item is in stock and fully received. You can expect your order to ship 3-5 business days after the item is received in stock.
COMBINING SHIPPING & ADDING ITEMS TO PRE-SALE ORDERS
If you want to combine shipping, or add additional items to an order that is waiting for shipment, we're happy to do this for you.
Please complete your additional order and then email us with the order numbers for both orders. Our order numbers look something like this: #LV1967
We will refund the difference in shipping cost and ship both orders together.
International orders will be shipped via DHL Service and will be delivered by the destination country’s postal service. International delivery times average 4-10 business days once shipped (please allow up to 5 days for order processing before the item ships), but will depend on the destination country and can be delayed in customs. Depending on the destination country, orders could take up to 4-6 weeks. Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.
The customer is responsible for all shipping charges for any international orders that are refused upon delivery.
Please note that oversized items or items that are heavier in weight may be restricted to delivery to the Continental US only due to international carrier restrictions. We apologize for this inconvenience, and are hoping to offer expanded services in the near future.
International Shipping Duties and Taxes
Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes.Per the terms of our return policy, please note that shipping arrangements and costs incurred to return items are the customer’s responsibility.
We offer an Exchange Only Return Policy. If you find it necessary to exchange any part of your order, please return the item(s) within 30 days of delivery, with the supplied address label from your package, or ship to the address below with your name, email address and order number. Please note, you will be responsible for all postage. Once your merchandise has been returned, we will issue a store credit for the total value of your exchange, via email within 24-48 hours.
Our Exchange Only Return Policy policy lasts 30 days. If 30 days have gone by since your purchase was received, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial store credit is granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
REPLACING DEFECTIVE ITEMS & INCORRECT ORDERS
Is your record warped? Is your product defective or otherwise not usable?
We will make it right and replace it at no cost.
Did you receive a different product or size than you ordered?
We will make it right and replace it at no cost.
If you have received a defective or incorrect item, please send an email with your order number and a description and photos of your issue to:
SITUATIONS WHERE WE OFFER REFUNDS
Our EXCHANGE ONLY policy does not apply to all situations, and we do offer refunds in some situations, such as:
- a product or size being Out Of Stock.
Out Of Stock does not apply to pre-order items that have been delayed for reasons outside of our control.
To return your product, please contact:
Unless your item was defective or order incorrect, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund or store credit, the cost of return shipping will be deducted from your refund or credit.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
STORE CREDIT (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your store credit.
If you are approved, then your store credit will be processed, and a credit will automatically be applied to your account.
REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If you have an online store question not covered here, email: firstname.lastname@example.org
For all LEVITATION event questions, please visit the event INFO & FAQ page.