Customer Service
Contact Us
Our store is open everyday from 12pm to 7PM (Central Time Zone). Please give us as much info as possible so that we can direct you to the right department.
Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@shugarecords.com. Please note that returns will need to be sent to the following address:
Shuga Records ATTN: Returns
3306 W Armitage Ave
Chicago, IL 60647
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We can provide return labels if requested (USPS media mail), but the label costs will be deducted from your return.
You can always contact us for any return question at support@shugarecords.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Depending on the issue, Shuga may request photos or video to confirm any defects or errors. Playback errors must be demonstrated on a turntable that has an adjustable counter weight and anti-skate. Turntables without these features, or turntables with built in speakers are often the cause of playback issues.
Shuga Records does not cover return shipping for defects with new sealed records. Customer is required to pay return shipping, if a replacement item is available Shuga will cover the cost to ship it to the customer once the return is received. If there is no replacement available or a refund is preferred, Shuga Records will issue a refund for the cost of the item once the return is received.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. All used electronics are sold as-is and are not eligible for returns or exchanges.
We do not offer refunds, returns or exchanges for new sealed items that incur seam splits during shipping. While we try our best to package everything tight a secure, the only way to 100% prevent seam splits is to remove the record from the jacket during shipping. We will cleanly open new sealed vinyl and ship the record out side the jacket on request.
International Orders
On international orders, Shuga Records does not pay for return shipping. For replacement item, customer must pay return shipping and the cost to ship the item back out.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Payment FAQ's
- Visa
- Mastercard
- American Express
- Discover
- Money Orders
- Pay-by-check over the phone (773) 278-4085
Yes. Just select the PayPal option at checkout.
Yes. We do not store any credit card information in our database. Once your payment is complete, your credit card information is removed from our system.
No. The personal information you submit to us will not be shared, sold or disclosed to third parties in any form, for any purpose, at any time.
How We Grade
Over ten years of grading nearly a million albums, Shuga Records has developed
a consistent - and conservative - method for objectively grading the condition of
everything we sell. All recordings are visually inspected under high-intensity lights,
using our customized grading system.
|
New Sealed |
When someone says something's "Mint condition," this is what they're talking about. The album is sealed in its original packaging and has never been played. |
| Mint- (M-) | This is the highest grade for records that have been played. The album is in excellent condition and shows no visible signs of wear or damage that will affect sound quality. |
| VG+ | While not flawless, the condition is very good, showing only minimal signs of use. Any visible blemishes should have minimal affect on play quality, though light surface noise maybe present at very quiet portions or between tracks. This is a record that should satisfy all but the most strict of collectors. There may be slight ring or cover wear, or minor writing on the cover. |
| VG | Vinyl may have scratches and/or other visual blemishes, but should play through without skipping or repeating. Light to moderate surface noise and/or crackle may be present, however not overly distracting. Covers may have moderate ring and/or edge wear, cut-outs / hole punches, or a moderate seam splits. |
| VG- and below | Let's be honest: sound quality is low and the cover may be in very poor shape. We consider any item graded at or below VG- as a LOW GRADE item. We only sell albums rated VG- and above unless a record is so rare that its presence in the collection transcends the poor quality of the vinyl or cover. |