FAQ

Important Covid-19 Updates regarding shipping

For all international customers (Outside Australia) - Due to the global corona-virus situation & reduced air freight there are some mail disruptions & delays. Regular economy options are currently suspended so if you select Economy rates they will ship via courier (Sendle). The Airmail option is the quickest and most reliable option at this time. Mail to the USA, UK & greater Europe is running smoothly. However services to some other countries have been completely suspended and all international parcels are experiencing delays so please be patient. Shipping rates and conditions to some countries are fluctuating. If we are unable to deliver to your country, unable to ship for the quoted rate or if unreasonable delays are foreseen we will contact you immediately. Shipping within Australia is unaffected and we are sending out as normal though postal delays are possible at this time. We apologize that our usual low shipping rates are not currently available however all shipping options offered at the moment Guarantee the safest & fastest possible delivery given the current situation. They include secure packaging, tracking & insurance cover up to $100. We thank everyone for their patience as we are constantly adapting & striving to deliver as efficiently as possible despite challenges.

For frequently updated shipping wait times & conditions for Australia Post services you can check the Australia Post website here

International Impacts - https://auspost.com.au/about-us/news-media/important-updates/coronavirus#international

Domestic Impacts - https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates

Sendle service current delivery times approximately 16 - 25 working days though this varies but country and delays are still possible.

All international parcels include tracking if you do not receive an email with tracking information please contact us or for assistance with tracking please contact us.

'ADD ITEM TO MY EXISTING ORDER' POSTAGE OPTION - REMOVED

This postal option was causing confusion for some customers so it has been removed. If you wish to add to or amend your order please contact us and we can update your order manually for you. We are happy to amend or add to orders after they have been made and adding items to an order can save on shipping costs.

Important Covid-19 Updates regarding safety

Extra precautions are being taken in the Seance Records office to ensure that all orders are handled & packaged with Covid Safe practices.

The Australian Government has advised that the risk of coronavirus infection from handling goods is considered extremely low. On most dry surfaces, coronaviruses die within a few hours as secretions dry out. For more information about post and safety you can visit this section of the Australia Post website - https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Q: Can I order multiple copies of limited edition releases?

A: For Limited Edition releases STRICTLY 2 COPIES per customer only. For larger quantities please email first prior to sale date and explain the situation and reason, for example splitting shipping costs for a group of friends etc . Seance Records will cancel orders at our discretion that exceed the allocated quantity that have not made prior arrangements via email. All money will be refunded. This policy is to keep things fair for everyone and to deter scalping

Q: When will I receive my order?

A: Shipping time varies with each release. In-stock items will generally ship out within 48 hours. Pre-Orders ship after the advertised release date. Shipping Times vary, take into account that we are based in Australia. Postage within Australia - Estimated delivery time is 2 - 6 working days via Australia Post Postage Internationally - All international orders are shipped by media mail, they include basic tracking. Standard delivery time should take around 14 - 21 working days though delivery may take longer to some countries and remote locations. Mail into Canada from the Australia Pacific Region is slow due to Canadian customs. Customers in South America may also experience delays caused by local postal services and customs. (PLEASE REFER ABOVE TO CORONA-VIRUS POSTAL CONDITIONS) International customers will receive an automated tracking email from the shipping company. If you do not receive this please contact us. It is your responsibility to track your item and take delivery within your own country. We will not be responsible for parcels returned by international postal services if not collected. Returned parcels will incur additional postage charges to be resent.

Q: Do you offer Express Postage, Insurance etc?

A: Yes. The standard airmail option includes insurance up to the amount of $100 Australian dollars. Please contact us for any postage queries, custom quotes & specialized postage requests.

Q: Why don't you ship to my country?

A: If your country does not come up when you check out please contact us for a custom postage quote. Please note that at this time due to the worldwide corona-virus situation shipping to some countries has been suspended so the option may not be available.

Q: Can you ship without cases?

A: We are happy to ship without jewel cases to reduce cost. Contact us to request special requirements.

Q: How do I know if my order went through?

A: After you have placed your order, you will automatically receive an order confirmation from Seance Records. If you do not receive a notification please check your junk folder. Failing that please contact Seance Records.

Q: My record arrived damaged! Can I get a replacement?

A: Every record is inspected before it is packed and we guarantee that every record is in 100% perfect condition when it leaves Seance Records. We endeavor to pack every order securely however we are not responsible for damages that occur while your package is in transit. Seance Records is not responsible for damage caused by the postal service. If you receive a damaged item please contact your local postal service with proof of damaged packaging and items. Sometimes they will need to see damaged packaging & items in person so please keep and document all damaged packaging.

For any further information or questions regarding orders, ordering from the website, postage, etc contact Seance Records.

Q: Will you release my band / distribute my CD etc? How to I send submissions?

A: Please email all submissions and press kits with relevant information and links to stream your music. Do not send attached files or material to download, streaming only please! Our release schedule is usually planned in advance and fairly full so even if we like what you do we may not always be able to reply due to the volume of submissions and customer orders which take priority. We will contact you if we are interested in working with you. We release black metal and dark occult music only so please do not submit death metal, grind etc.

Q: Do you trade?

A: Yes, we still trade with select trading partners. Labels only and only against our release titles. Please send your lists for consideration. Priority to black metal & dark occult music.

Q: Why don't you reply to my email?

A: Due to the volume of emails and customer orders / inquiries we can not physically answer all emails even though we do make our best effort. Sometimes it can take several weeks to reply to non priority emails as customer orders & inquiries always take priority. Please do not send emails over and over again seeking a response or send junk / nuisance mail as these will be deleted and will ensure no response.

Please check the tracking information that is emailed to check on the shipping status of your order before emailing us to ask; we don’t have any additional information. We are living in unique times; so please allow for extra time for your item to arrive. Our delivery partners are doing their very best.

Shipping rates are automated from our shipping partners, based on weight.

All prices are in $Australian as default on the store.

For Australian orders we use AusPost (auspost.com.au), and Sendle (www.sendle.com).

We are not liable for any Duty/Customs charges for International orders. We are also not liable for any delivery issues once it is with your local country delivery partner. To receive your order as quickly as possible we recommend Express International.

RETURNS & EXCHANGES:

DO NOT SEND BACK ITEMS WITHOUT PRIOR COMMUNICATION

Contact us in case of faulty items and await further instructions. NO EXCHANGE OR REFUND FOR CHANGE OF MIND. For all returns and exchanges contact us within 14 days of reciept of your item(s)

We must receive the item back in original condition for a refund or exchange to be processed.

Post items to:

Seance Records
PO Box 335
Annandale
NSW 2038

Shipping charges will apply to all exchanges.

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