FAQs

GENERAL

Are these official releases?

Yes. All of our releases are officially licensed, ensuring that all fees and royalties are paid to the rightful owners. We do not condone bootlegging or counterfeiting in any way.

Can you tell me how limited XXX release is? I want to flip some copies on eBay/Discogs...

Unless a number is specified on the product page, then please assume that we have chosen not to advertise the quantity at this time. This is for many reasons, not least to discourage record flippers. We want to ensure that everyone gets a fair opportunity to buy our records, but at the same time, we understand that scarcity is important to some people. It is for this reason that we offer different editions of each release. Our 'limited editions' will never be repressed - once they've sold out, they're gone forever. However, we may repress the other editions when necessary to meet demand.

Further to the above, can I buy multiple copies of XXX release?

Unless it says otherwise on the individual product page, then of course you can. In fact, please do!

Which edition should I buy?

That depends entirely on your personal preferences. We usually offer three editions - a 'limited edition' (featuring a special vinyl effect), a colour edition and a black edition. Generally speaking, if you value audio quality above all else, then the black edition is the choice for you. The sound quality of the 'limited edition' may (and we stress, MAY) marginally suffer in comparison. It will, however, look the most visually impressive. The colour edition will usually sit somewhere between the two, but the difference will most likely be negligible. Please remember that vinyl manufacturing is not an exact science; it's a mechanical process involving many variables along the way. Vinyl colouring is only a minor part of the process; the source material and mastering are far more important factors, so these will always be our priority.

Do I need to buy the 'limited edition' to get the extra goodies?

No. All of our editions include exactly the same additional materials (lithographic prints etc), whether it be the 'limited edition' version, the colour or the black. The ONLY tangible difference between them is the vinyl colour.

Why don't you release picture discs?

Because records are for listening to.

Who masters the audio for your releases?

We are fortunate enough to have two in-house audio engineers and studio access, so we usually capture and master the audio ourselves. This is decided on a case-by-case basis, depending on the source material and type of audio. On other occasions we outsource the work to carefully chosen mastering engineers. All of our releases are mastered specifically for the vinyl format.

What's the best way to find out about your new releases?

By joining our mailing list (there's a signup box at the bottom of this page), or by following us on Twitter or Facebook.

Do you offer digital downloads with your releases?

Unfortunately not at this time.

I've bought more than one edition and want to keep one sealed. How can I tell which edition is which?

All editions are indistinguishable from one another unless you open them. If you would like us to label them, then please email us with your order number and we'll sort something out.

What speedĀ are your records?

All of our releases play at 33.3rpm, unless otherwise stated on the labels (for example, Super Hang-On, Panzer Dragoon and The Revenge of Shinobi all play at 45rpm).

My friend, who has a full health bar, just ate the apple that I desperately needed. What should I do?

I would seriously reconsider your choice of Streets of Rage partner. And your friendship as a whole.

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ORDERING

What payment methods do you accept?

Most credit and debit cards including Visa, Mastercard and American Express. Please note that we do NOT accept Paypal.

Are my card details safe on your site?

Absolutely. All card payments are processed using Stripe and are therefore very secure. For more details, please view our Security page.

Why do you do pre-orders?

For many reasons. Our releases are always in full production BEFORE we start taking any pre-orders. We do not use pre-orders to fund releases. Our aim is to reduce pre-order times with subsequent releases, whenever possible.

When will my card be charged?

Your card will be charged in full at the time of order. This also applies to pre-orders.

How long will it take for my order to ship?

Unless otherwise stated on the product page, all orders usually ship within 1 week. Pre-order items are excluded from this, of course.

It says there are no shipping options for my destination. What's going on?

This happens when the number of items you're trying to order exceeds the maximum weight we can ship in one package. Please place two separate orders instead.

Can I change my shipping address after ordering?

You will need to email us. Please be aware that changing an address in your customer account will only affect FUTURE orders - it will have no effect on existing ones. Please ask us to do this for you.

Can I amend an order I've already made? Can I add/remove an item?

No, unfortunately our shopping cart system doesn't allow for this.

Why do I have to enter my phone number during checkout?

Your phone number is important in case your local postal service has any problems finding your address. For certain 'high risk' countries (France, Italy, Brazil, Portugal, among others) we may include your phone number on your parcel. This helps to ensure it gets delivered promptly and without any fuss. In addition, we reserve the right to do this for any 'high value' parcel to any destination, at our discretion. If you don't want this, then you'll need to email us and opt out (but you'll be doing so at your own risk - we really don't recommend it!). We will NEVER share your number for any other reason.

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SHIPPING

How are your records shipped and where do they ship from?

By Royal Mail through a third party. They will ship from London, England, or thereabouts.

What kind of mailers do you use?

Really good ones - super strong 'double fold' mailers or wide box mailers with bubble wrap.

How will I know when my order has shipped?

You will receive a shipping confirmation email.

Are your orders tracked?

Yes. All orders, including international ones, are sent using tracked/signed for services, without exception.

Where is my tracking number?

At present, we do not send out tracking numbers automatically. Most people don't need them, however if you do, then please email us and we will be happy to send across your information.

Can you remove the record(s) from the outer sleeve to avoid seam splits during shipping? Also, what's a seam split?

A seam split is a common type of postal damage that occurs when your parcel is shaken during transit. The vinyl itself moves around and eventually pushes through the outer sleeve, causing a tear (usually along the top edge). The only way to completely avoid this is to remove the record from the outer sleeve prior to packing. If you would like us to do this, then please email us and we will be happy to oblige.

My records have manufacturing faults. What should I do?

Please email us and of course we will make it right.

How long do I have to report a faulty record?

All manufacturing faults must be reported within 1 month of receipt, otherwise we cannot replace or refund them. So no, you can't keep your copy sealed in shrink wrap, then open it a year later and ask for a replacement!

The record sleeve was damaged in the post. Can I get a replacement?

When they leave us, your record(s) will be in mint condition and packaged very carefully. Hopefully they will arrive safely. Postal damage is rare, but it does happen sometimes, so please be aware of this before placing an order. If your sleeve suffers some minor damage (corner bumps etc), then feel free to email us and, providing we have spare sleeves available (we usually do!), we will happily include one with your next order. Occasionally, if the level of damage is exceptionally bad, then we will send out replacement printed parts immediately and at our discretion.

How many records can you ship in one order?

It depends on which items you're ordering, as certain items weigh more than others. Generally speaking though, the maximum number we can ship in one package is FOUR records. If you wish to order more than this, you will need to place two separate orders. This applies to all countries.

What about customs/import charges?

For international orders, please be aware that you will be responsible for any customs/import charges incurred by your package.

How long will shipping take to my country?

Generally it takes 2-3 days for UK, 1 week for Europe and up to 2 weeks for USA. Please remember that some of our products are sold as pre-orders, so they will not ship until after the expected release date. This will be indicated on the individual product page.

I live in the US and it's been a couple of days. My package should be here, right?

It can take up to 2 weeks for UK parcels to arrive in the US. Please be patient, it will get there soon!

My order still hasn't arrived. What should I do?

Please wait until a reasonable amount of time has passed (say, around 1 week for Europe, 2 weeks for the US/RoW) and then get in touch. We'll help in whatever way we can.

I have pre-ordered two separate releases. Will they ship together?

Your order will NOT ship until all items have arrived from the manufacturer. If you wish to receive each item as soon as possible, then please place separate orders.

I've moved house and have mail forwarding set up. Will my parcel arrive okay?

Probably not. In our experience, postal services often don't bother forwarding international parcels to new addresses. This applies in particular to the US. It is MUCH safer to email us and have your shipping address changed. If your postal service fails to forward your parcel to your new address, then it will be returned to us and you'll be responsible for the cost of reshipping it.

My order was returned to you. What are my options?

If, for ANY reason, your parcel is returned to us (due to an incorrect shipping address, or you failed to collect it from the Post Office etc), then of course we will be happy to resend it. However, please be aware that you will have to cover the costs of re-shipping it.

My country is not listed during the checkout. What should I do?

Please email us.