Secretly Store 3 Dead Oceans 2 Jagjaguwar 1 Secretly Canadian Secretly Society Sign In cart ()
Secretly Store
Secretly Store

Frequently Asked Questions

General

What is secretly store?

Secretly Store is a brand new webstore for buying LPs, CDs, and cassettes directly from Secretly Group (Dead Oceans, Jagjaguwar, and Secretly Canadian). It's pretty cool.

What is a secretly account?

A Secretly Account is your digital home for Secretly Store orders, mp3 downloads, Secretly Society subscriptions, and more. An Account makes shopping with Secretly Store hassle-free by storing payment and shipping information.

How do preorders work?

Thank you for asking! There are two big things to remember about preorders:

1. We ship preorders two weeks before release date for international addresses and one week early for US orders. As a result, albums are usually, but not always, delivered before street date. We truly apologize if your preorder arrives slightly late, but we cannot prevent all shipping delays.

2. All items in an order ship together, so please plan on a delay if your shipment includes a preorder item.

What is the secretly store return policy?

Check it out here: Return Policy.

How do i cancel my order?

Contact us at orders@secretlystore.com immediately if you would like to cancel your order. Sadly, we cannot cancel an order after it has shipped.

What if i received damaged or defective items?

Occasionally customers receive items that have been damaged or are defective in some way. If you have an issue please let us know - we would prefer not to find out via Twitter or the Discogs comment section. Same email: orders@secretlystore.com.

I have a promo code. How do I redeem it?

Promo codes need to be entered and verified on the cart page.

Shipping

how long will it take for my international order to arrive?

1. Usually, international orders arrive safely within 2-4 weeks. However, depending on various factors, some shipments can take up 6 weeks to arrive. If 6 weeks have passed since your order shipped (you should have received a shipping notification email), please let us know. We want all orders to arrive safe and sound.

2. Unfortunately, we cannot track the progress of a package once it has left the US. We agree - it's annoying.

Why hasn't my order shipped?

Usually orders ship within 1-5 business days. Customers receive a shipping notification email containing tracking once a shipment goes out.

What about undeliverable packages?

If an item is returned to us as "undeliverable" that usually means the address provided was incorrect in some way. Sadly, this means we will need to charge a customer additional shipping fees to re-send the package.

Vinyl

Why is my brand-new record dirty?

Vinyl pressing plants aren't necessarily medical-grade environments, and even new records probably need cleaned before they are played the first time. Replacing your vinyl probably won't solve the issue.

Can you replace my noisy record?

Hold up a second - did you try cleaning it? As mentioned above, most records are in need of some TLC once they leave the shrinkwrap. Additionally, have you compared the vinyl to the digital recordings? Some albums contain lower fidelity recordings than others, and the recordl may be noisy but accurately represent the source material.

If you cleaned and compared the record and it's still too noisy, please contact us. Bad records can sneak through Quality Control.

My record skips!

Sorry, not a question. I assume you want to know if we'll replace your skipping record. Skipping is often a result of the turntable rather than the record, so consider adjusting the tone arm first. If the problem persists, please reach out to vinyl@secretlystore.com, preferably with a picture or video of the problem spot.

Will you please test my replacement record before sending?

Sadly, no. We trust that your problem is an isolated incident.