I’ve placed an order already but would like to add to it. Can I add to my existing order?

Yes! Please email orders@terror-vision.com with the subject “COMBINE ORDERS” if you’d like to add any items to an existing order. We will invoice you directly for the additional items and will make sure everything ships together.

Please note that if your order contains anything on pre-order, it will not ship until all items are in stock.

(Side note: We have gotten rid of the COMBINEORDERS code as too many people were using it without another pre-existing order to get free shipping. This code is no longer valid and will not work on our website. We apologize for any inconvenience.)

Why hasn’t my order shipped yet?

Please read this BEFORE contacting us, these are very common answers/reasons for orders not shipping within our standard timeframe of 3-6 business days:

• If you’ve placed an order with 1 or more PREORDER items, your order will not ship in full until we have everything. Click this link for a full/updated list of our releases with *PREORDER indicated on the titles we do not have in hand yet. Please look at this list BEFORE contacting us as your order may contain a preorder causing it to not ship yet. 

• You are in one of our clubs and made a purchase on our wholesale portal. Wholesale portal purchases ONLY ship with club packages hence the free shipping. If you’d like your wholesale order to ship outside of a club shipment, email orders@terror-vision.com.

• We are missing part of your address/address coming up invalid. Please double-check your address before submitting orders, if you notice on your digital receipt that there’s an issue with your address please email orders@terror-vision.com asap with the subject line ADDRESS CORRECTION with your order # if you have it. In this email please include the correct address/update. We will email you back to confirm your request is received within 24 hours.

• Sometimes we have an influx of orders and it’s just taking a little longer. During/after sales, around the holidays and large mailings please be patient and understand we’re doing our best to ensure your order arrives as soon as possible but processing times will be longer or there could be mail-related delays resulting in processing times of up to 7-12 days.

I have an order that contains preorders and instock items, can some of it ship now?

Sure! For domestic orders, you may purchase additional postage AT THIS LINK. Please email orders@terror-vision.com with the subject “ADDITIONAL POSTAGE” to ensure we get this taken care of as quickly as possible. This will split your domestic order into 2 packages: package 1/2 will be anything in stock, and package 2/2 will be anything preordered. If you need your order split into more than 2 packages you will be charged additional postage for each package ($5 minimum).

International orders must email to request an order to be split. Email ORDERS@TERROR-VISION.COM with the subject line SPLIT MY ORDER and we will contact you with instructions from there.

IMPORTANT NOTE ABOUT SPLIT-up ORDERS:

Whenever we split an order, your account will show the order has been fulfilled entirely. Please disregard the status on the website/on your account. We use a shipping platform and handle shipments from there. Our selling platform doesn’t reflect when an order is separated into multiple packages, so to you, it will look like the whole order is shipped even if just part of it has and there’s no way around it. 

The best way to see what is being sent is to check your email for a shipping confirmation. You will get a tracking email from our shipping platform which WILL display what we intended to send and anything not on the packing slip that IS on your original order will be shipping in the second package. I understand it can be confusing, just trust the process and we will ensure you get everything you ordered. This is what the email with your correct digital packing slip will look like (please check your spam/junk/promotions folder):

I did not receive an order confirmation. Did my order go through?

Order confirmations get sent to the email associated with your order. Please double-check check the email you entered at checkout is accurate and free of misspellings (“.con” and “ymail” are very common misspellings) and that you have checked all of your email folders (spam, junk, promotions, etc.) after placing the order.

If you received a PayPal receipt please know this is valid confirmation that we have received your order, but if you’d prefer a receipt from us, please email orders@terror-vision.com with RESEND MY ORDER CONFIRMATION in the subject line and it will be addressed as soon as possible.

Please Note: We are a small staff and the same people responding to messages are generally the same people packing your orders, it will take time to respond to each and every person. Please do NOT send multiple emails. This only slows the process down for everyone.

What is the status of my order? When will I get my order? Will I get this order before…

We aim to process orders in 3-5 business days from when you place the order. Know that we work tirelessly to make sure things ship in a timely manner, but sometimes there are occurrences outside of our control (i.e. holidays, mother nature, influx of orders) that can put us behind.

I received my order but there is a mistake. How can we fix this?

If we sent you the wrong item or forgot to include an item, no problem! Please email ORDERS@TERROR-VISION.COM with INCORRECT/MISSING ITEM in the subject line and it will be addressed as soon as possible. If the correct subject line is not used (or you send multiple emails), then you run the risk of your email not being answered in a timely manner. Keep in mind that we weigh EVERY package when it’s completed and labeled, so we can easily tell if a customer is committing fraud by telling us they didn’t receive an item when in fact they did. For damages or wrong items sent, you’ll be asked to provide picture proof for our records. Any detection of fraud will immediately result in a suspension from ordering on our website. 

Where is my order? Is my order lost? Can you do something about my order in transit?

Once a processed order is picked up by USPS or UPS and leaves our facility, it is out of our hands and we have ZERO control over how fast or slow your package travels to its final destination. It is your responsibility to take your tracking number to your local Post Office or UPS store and inquire with them about your delayed/potentially lost package first. A helpful tool is to ask them to check the GPS coordinates of your package to see where it went.

We will be happy to step in and resolve this issue once the tracking of your package has shown over two weeks of inactivity (or 2 months of inactivity for International orders). If you placed an order over $100 and think your delivered package was stolen, you will need to provide proof of a filed police report before we can resend a new package. You are responsible for paying postage and insurance for any replacement packages.

My package was marked as DELIVERED but I can’t find it anywhere. What should I do?

If USPS marked your package as “DELIVERED” yet you are unable to find it, contact them immediately to report this. You can find your local post office phone number at this link or drop by in person. Usually USPS can retrieve misdelivered packages if that’s the problem. Ask them to check the GPS coordinates of your package to see where it went may help. Check with your immediate neighbors, and check security/Ring camera footage if possible to see what happened.

Please allow up to a week for USPS to resolve the matter. If a week has gone by and there is still no sign of your “DELIVERED” order, we will initiate a replacement. You will be charged for shipping plus insurance and/or adult signature confirmation for the replacement order.

I’d like to cancel my order.

Please reach out to us at orders@terror-vision.com to cancel your order. Please note that there is a 3% restocking fee for the cancellation. Also, keep in mind that if you want to edit your order, we can perform this function without doing a full order cancellation (PLEASE DO NOT PLACE A SECOND ORDER BEFORE REACHING OUT TO US). Please email orders@terror-vision.com with CANCEL MY ORDER in the subject line and it will be addressed as soon as possible. If the correct subject line is not put in (or you send multiple emails), then you run the risk of your email not being answered in a timely manner.

FAQ/RETURNS & EXCHANGES

Q: I received my item but I changed my mind. Can I return it?

A: Yes but please read all this:

• All returns must be made within 30 days of your order being delivered. Records and cassettes must be in new/unplayed and resalable condition with no missing/damaged pieces. We will send your refund through when we receive the item, if any of these stipulations are broken upon receiving the item though, you may be issued a partial refund or store credit.

• Clothing must be returned unwashed and unworn, from a smoke free environment-- if any of these stipulations are broken you may be issued a partial refund/store credit.

• Note there's no refund issued on postage if the item has already been mailed out and is in transit/or delivered-- just the cost of the item/applicable tax paid for the item.

• Items purchased from a third-party seller are not eligible for exchanges, returns, or replacements, sorry.

Q: My record arrived with issues affecting playability (warped/scratched/otherwise defective), can I get a replacement?

A: Large bumps/scratches that cause a track to skip or warps that affect how the record sounds are examples of a defective LP. We require photo/video proof of the defect. Minor surface noise, a pop, slight visible warping or scuffs that you can’t hear are not considered defects, vinyl is prone to these things being a physical format and some turntables are more sensitive than others.

Before contacting please consider the following tips for troubleshooting your sound issues at home:

• Check your tonearm to make sure everything is balanced. Look up videos/ tutorials for your specific turntable model and sometimes that will help tremendously.

• Clean the record with specific record cleaning tools/microfiber cloth/record cleaning solution and see if that helps. Since pressing plants naturally will have some dust particles floating around and some may end up on your disc it’s a good idea to clean every new release once you receive it anyway.

• If you are using a Crosley, portable “suitcase” turntable or a similar entry-level system that might be the problem as heavier 180 g vinyl we use for most releases can be too heavy for the platter to play properly. If this is the case, it might be worth upgrading to something slightly sturdier.

• If you are still experiencing problems contact us with a video of the defect and we’ll do our best to facilitate a replacement

Q: My Blu-ray slipcover has a tiny ding on it. Can I get a replacement?

A: We do not replace items with minor wear and tear, small dings/dents, or minor scuffs. We appreciate your understanding

Q: My record arrived and sounds great but the jacket/inner sleeves/packaging is damaged. Can I get a replacement?

A: Everything is checked for cosmetic imperfections at our warehouse and we are not responsible for damage caused to the record jacket/inner sleeves during transit or any other cosmetic issue with your record, sorry. If you’d like the record to be removed from the shrink wrap and shipped outside the jacket you must add that as a preference. To do so please click this link and your preference will be added to your order.

Q: Is my package insured?

A: We insure ALL international mail (covering loss & damage up to $200). Domestic mail is not automatically insured but can be insured upon request within 12 hours of placing your order, contact orders@terror-vision.com for insurance-related requests or to add insurance. Additional fees will apply

Q: My order is time-sensitive, can it be rushed?

A: Records, cassettes, blu-rays and VHS are shipped USPS Media Mail domestically, the transit time is 5-10 business days once accepted at USPS.

Tees/enamel pins are shipped USPS First Class domestically which is 3-5 business days once accepted by USPS.

You may email orders@terror-vision.com and request to upgrade your shipping to Priority (2-3 days domestically) for additional fees. We can upgrade your shipping service but we can’t guarantee deliver-by dates as we have no control over how fast the mail moves once it leaves us.

PROCESSING TIME ON ALL ORDERS: 3-5 business days with the exception of pre-order items. Our listings will specify if an item is expected to ship at a future date. We do not operate our mail-order fulfillment on Saturday or Sunday

International Orders FAQ

Do you ship internationally?

Yes, we ship all over the world. Shipping rates are carefully calculated to factor shipping rates, our handling fees, and supplies used. We commonly use APC to ship internationally, APC is an exporter so after you receive tracking, there may be a 1-2 week delay between receiving the email and when you see movement on your package. This is normal. If you don’t see an acceptance scan on a package after 21 days please write us directly at orders@terror-vision.com and we’ll be happy to look into the matter.

If you prefer a faster shipping service please write us with the subject line “Upgrade International Shipping request” followed by your order # and we can quote a different service after you’ve already placed the order. 

MY PACKAGE WAS RETURNED TO YOU, CAN YOU SEND IT BACK?

If your order is returned back to our facility, we will contact the provided email to inform you of the situation and you will need to either pay for re-shipment of your order (unless the fault is on our end) or cancel it for a refund of just the cost of the items only. 

MY PACKAGE STOPPED MOVING/TRACKING HASN’T UPDATED

If your package appears to have stopped updating after a certain point please read. If your tracking hasn’t updated/remained INACTIVE for over 45 days please get in touch with us at ORDERS@TERROR-VISION.COM. We can’t file claims on missing international packages until the tracking shows no updates in 45 days, if you contact sooner you may be sent back to this page as there’s nothing we can do before 45 days of inactivity once it’s left our facility.

Still need help/have questions?

After carefully reading this FAQ I hope we’ve answered your questions. If not or if you need assistance with an order, contact us directly at ORDERS@TERROR-VISION.COM or submit your questions in the form below. (emails here redirect to orders@terror-vision.com, please only send one email)