Shipping & Returns
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
We ship EVERYTHING with a little extra care
We make sure your order gets delivered to you in perfect condition. Each shipment is hand-packaged by our team with the utmost care and attention to detail.
Our Website Can Calculate the Shipping Cost for Orders to Any Country In the World
To estimate your shipping cost, simply put the items you want in your shopping cart and then click the red "Click Here to estimate your shipping cost for any Country" link located at the top center of the Shopping Cart Page. The "Click Here to estimate your shipping cost for any Country" link will be present whenever there are any items in your Shopping Cart.
If the site is unable to calculate your shipping cost, please email us at [email protected] and we will be glad to assist you with your shipping quotation.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error if you are located in the United States (you received an incorrect or defective item, etc.). Defective items are eligible for direct replacement only. If replacement item is out of stock then or customer is unwilling to take a direct replacement a store credit can be applied once item is returned.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
All of our shipments are carefully packaged and visually inspected prior to leaving our warehouse. We apologize if you have received a defective item or one that might have been damaged in shipment. Elusive Disc stands behind our products and we will happily replace them with a direct replacement (no substitutions) within 30 days of your date of receipt.
Prior to returning any item to Elusive Disc you must call or e-mail for an RMA# (Return Merchandise Authorization number). Returns sent to us without an RMA# will not be accepted. If a return is necessary you must obtain an RMA# within 30 days of receipt of your purchase. Elusive Disc must receive the returned package within 15 days of issuing the RMA#. If the item has not been returned 30 days after issue of an RMA#, all sales are final. Defective music can only be exchanged for the same title if available. If not available or customer refuses the same item a store credit will be applied instead. Consumables (cleaning fluids, etc.) and phono cartridges are non-returnable unless defective, and then for exchange only. In the case of phono cartridges, your cartridge must be returned and deemed defective by the manufacturer before it will be exchanged. If you would like a replacement shipped immediately, Elusive Disc will charge you for the replacement item and issue a credit upon receipt of the defective or damaged item.
Your return package must include the following: an RMA#, a note detailing the reason for the return, all original packing materials (including cables, power supplies, instructions, remote controls, warranty cards, etc.), and must arrive in resalable condition. If these instructions are not followed your return will not be accepted.
Elusive Disc strongly recommends sending your return package via UPS or FedEx so it can be insured and tracked (this is especially important with heavy, fragile, and more expensive items). If a return is sent via US Mail (and not insured), then the customer accepts all responsibility if the package is lost, stolen, or damaged in transit. Elusive Disc is not liable for any uninsured packages.
- Items damaged in shipment
If an item is damaged in shipment, you must save all packaging and notify us immediately (within 1 business day)! We will process a claim with the shipper and ship a replacement item to you. We will inform you what steps must be taken with your damaged item/package within 24 business hours after contacting us.
- Defective Items*
Elusive Disc will provide a return shipping label for all USA customers for any defective item. We will only send 1 label per shipment. Return label will be sent with a replacement item or prior via email depending up on the situation.
Shipping costs for returning the defective item to Elusive Disc is the responsibility of the customer for International customers. Elusive Disc will return the replacement item(s) to you at no shipping cost (if you are in the contiguous 48 US states) on a future shipment. Alaska, Hawaii, Puerto Rico, Guam, FPO, APO and International customers will receive an equivalent saving on return shipping as domestic US customers (Amount to be determined by weight of shipment).
*Please note that if defective merchandise proves upon testing at Elusive Disc to be non-defective, a re-stocking fee will be charged at Elusive Disc’s discretion.
- Canceled Items
Canceled items include: unopened music and/or accessories and equipment returned on our 30-day return policy. As stated above: Consumables (cleaning fluids, etc.) and phono cartridges are non-returnable unless defective, and then for exchange only. Return shipping is the responsibility of the customer. If the customer was given free shipping on the initial shipment, the customer is responsible for the shipping cost both to and from the customer's address. Your package must arrive in resalable condition and be returned with all original packing materials (including cables, power supplies, instructions, remote controls, warranty cards, etc.). Fluids, pastes, aerosols, special order items, and close-out items are all non-returnable.