Customer Service

 

Placing Your Order

We accept both Paypal and credit cards as forms of payments and all payments are collected on a secure server.

We do not do any orders over the phone and all ordering must be done online.

If an order is “declined” by the system, there is usually a problem with the credit card you are attempting to use. A “pending” charge may still appear on your bank statement with a declined order, but no funds will be taken and the charge will disappear within 1-2 business days.

If you receive a prompt at checkout stating “shipping method unavailable”, it is most likely due to an item in your cart that cannot be shipped to the country in which you live. Make sure to view the product pages   of the items to confirm that all items can be shipped to you prior to getting in contact about this issue.


Shipping & Delivery

Once your order is received, it will be processed, carefully packaged, and delivered as expediently as possible. We can ship most products anywhere in the world using your preferred shipping method requested at the time of checkout.  If a product cannot be shipped to your country, it will be noted on the product’s page.

During certain periods of time, like the holidays or around a new release, orders can take 2-3 days to process before being shipped out, but normally shipments will go out within 1 business day. Express shipments placed before 12pm on any given business day will ship out day-of, but all other orders will process and ship in the order they are received.

When you place an order, we will estimate delivery dates based upon the availability of your item(s), shipping method selected, and the destination of the package. Our shipping charges are determined directly through the post office or FedEx by calculating the weight of the package and the destination of your order, excluding applicable sales tax. What you pay for shipping is what we pay for shipping.

International shipping rates and transit times vary depending on the destination. (Please note that customs charges may apply and that we cannot mark a package as a “gift”)

Immediately after placing an order, you will receive a confirmation email updating the status to “Processing” and letting you know we have received it. Once we print the postage label, you will receive a second email updating the status of your package to “Shipped”.  Once a package has be shipped, please allow 24-48 hours for your tracking number to begin working.

On rare occasion, items ordered together may be shipped separately, based on inventory. You will be notified if an item is temporarily out of stock and when backordered items are once again available.

First Class International shipping DOES NOT include tracking and may take up to 4-6 weeks to reach you. We are not responsible for missing packages shipped using non-traceable shipping methods/services like this, and if you choose this shipping method, we will not provide replacements if your package does not arrive. You are shipping at your own risk.

If your order does not arrive with your traceable shipping method, we will work with you and the shipping carrier to get your package in your hands as quickly as possible.

Please note that FedEx shipments, including expedited packages, make their way towards their destination on business days only.  


Problems Concerning a Recently Received Order

If you receive an order and...

-       an item is missing
-       an incorrect item has been shipped
-       damage has occurred during transit
-       a product is defective

...you must contact customer service within 48 hours of receiving your order. If applicable, please include pictures or video of any damages/malfunctions. We will work with you to rectify the issues you present. Issue tickets remain open for 30 days. If your issue has not been resolved within that time frame because of lack of communication or failure to send in returns, we apologize that we are no longer able to provide a solution.

If you find technical issues with any of our mechanical products made by Crosley within 30 days, please contact us and we would be happy to investigate, troubleshoot, and replace the item if necessary.

If you have a problem with any Crosley products after 30 days, you may contact the manufacturer as your products come with a one-year warranty.

If it is decided by our customer service that a return/replacement is necessary, we will send a prepaid return label (domestic customers) and you will have 10 days to return your package. After 10 days, we can no longer accept the return and the label will expire



Returns, Replacements & Cancellations

Regular priced CLOTHING ITEMS in original, unworn condition may be returned within 30 days of purchase for store credit, excluding shipping costs. If you'd like to make a return, please contact customer service at sales@thirdmanrecords.com for authorization and subsequently mail your package with a traceable shipping method to the address below:

 

Third Man Records

Attn: Returns

621 7th Avenue South

Nashville, TN 37203

 

Sales of regular priced NON-CLOTHING ITEMS are final, except in the rare case of a damaged or defective product (see above).

All discounted/sale items are final sale and cannot be returned or exchanged for any reason. 

No refunds are permitted.

Please note that when returning damaged items, if you are a domestic customer, we will send a prepaid shipping label to you to cover all shipping costs. As an international customer, we are happy to reimburse your shipping costs, but we insist you choose the cheapest possible shipping option with tracking.

If you ship something without tracking and we do not receive it, we are not responsible for the lost package. If you choose to use a more expensive, express-style shipping method, we will not be able to reimburse shipping costs.

Please include all components including the box the product arrived in, if applicable, when returning your damaged item. Items that arrive to us without all original pieces or without original box are not eligible for return. 

Vault subscriptions are ineligible for refunds. 

Ticket sales are final and refunds are not permitted.


Cancellations

We are happy to cancel orders given the conditions that the customer contacts customer service within 24 hours of purchase and that the order in question has not yet shipped. Unfortunately, we are unable to cancel orders that have already shipped or that are more than 24 hours old.

We are committed to serving our customers to the best of our ability. All our products are examined for quality and hand-packaged with care. If you have any questions or problems that are not addressed above, please feel free to contact our customer service at sales@thirdmanrecords.com.