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Secretly Store

Frequently Asked Questions


What is secretly store?

Secretly store is the online store for Secretly Group (Dead Oceans, Jagjaguwar, Saddest Factory Records™ and Secretly Canadian). We sell limited editions, LPs, CDs, cassettes, merch and more to you direct.

We also offer a subscription service called the Secretly Society. It's pretty cool. To find out more about the Secretly Society and how it works, keep reading or visit this page.

What is Secretly Society?

Secretly Society is our spin on a classic idea - the record club. To find out more about Secretly Society and how it works, visit this page here.

What is a secretly account?

A Secretly Account is your digital home for Secretly Store orders, digital downloads, Secretly Society subscriptions, and more. An account makes shopping with Secretly Store hassle-free by storing preferred payment method and shipping information (don’t worry we don’t keep your payment details!). For more information on what data we collect, please see our privacy policy.

How do preorders work?

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

  1. Pre-orders ship two weeks before release date for international addresses and one week before release date for orders within the USA or UK.

    As a result, albums are usually, but not always, delivered before street date. We truly apologize if your preorder arrives slightly late, however 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.

Digital downloads

Visit this page to redeem your digital download.

Please note, digital download codes are case-sensitive and need to be inputted exactly as they appear.

I have a promo code, how do I Redeem it?

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


When will my order be shipped?

If an item is in stock, we aim to process and ship your order within 1-5 working days.

If your purchase is a pre-order item, it will ship to you in accordance with the stated release date. All items in an order will ship together, so please be aware that all of your order will ship at the same time as the pre-order item.

You will receive a shipping notification email from us once your order leaves our warehouse.

Pre-order information

Pre-orders ship two weeks before release date for international addresses and one week before release date for orders within the USA or UK.

Usually this means records arrive before street date, and we truly apologize if your pre-order arrives slightly late. We cannot prevent all shipping delays and we cannot ship orders any earlier.

How do I track my order?

For orders from within the USA, you should receive a tracking link via email once your order has been shipped. If you do not receive this link, please contact us at with your order number.

For orders from within the UK, you will receive a tracking link via email once your order has been shipped.

For any international orders, unfortunately we cannot guarantee that you will receive any tracking as not all local carriers provide this information.

How long will my order take to arrive

We expect that your order will arrive within the below time period

UK orders: 3 - 7 days
USA orders: 3 – 12 days
European orders: 10+ days (this is dependent on local carrier/customs)
ROW orders (ex. EU): 14+ days (this is dependent on local carrier/customs)

Where do we ship to?

We ship worldwide except to Russia or Ukraine, where we are currently unable to ship to. Our fulfilment partners are also unable to ship to any PO boxes

Customs Fees

Occasionally, international Secretly Store shipments are subject to customs fees, and it’s always a real bummer. However, as we are unable to anticipate these charges, our shipping costs do not take them into account. As a result, the customer is solely responsible for any fees paid upon receipt. Thanks for understanding.

EU orders generally have local VAT costs covered by Secretly Store, however occasionally local carriers will miss this and will charge additional fees. If do encounter any issues in releasing your shipment due to import charges, please send us proof so that we can look into this for you.

Where is my order?

Usually, orders arrive safely within the standard store shipping times. However, depending on various factors, some shipments can take longer to arrive. If the maximum shipping time has passed since your order shipped (you should have received a shipping notification email), please let us know. Contact us at with your order number, so that we can investigate this for you - we want all orders to arrive safe and sound.

Please be aware that if an item is returned to us as undeliverable, we will need to charge additional shipping fees to re-send the package.

We also cannot be held liable for returned packages that are lost en route.

Can I cancel my order

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

Returns information & policy

Please contact us at to arrange a return. Please make sure to email us BEFORE you send anything to our warehouse.

Returns must be requested within 30 days of the customer receiving a shipment.

We can only accept returns if...

  1. CDs, LPs, cassettes, etc. are undamaged and unopened.

  2. Clothing is unwashed and unworn.

  3. The return is requested within 30 days of receipt of shipment.

Please be aware that...

  1. Most discounted and sale items are non-returnable.

  2. Customers must pay for shipping on returned orders.

  3. Secretly Store cannot refund digital downloads.

Damaged / Defective Items

Occasionally customers received items that are damaged or defective. Please contact with your order # and a description of the issue (preferably with photos or a video of the defect).

However, we cannot test any vinyl before shipping it, even if you ask nicely...


Why is my brand-new record dirty?

Vinyl pressing plants are not necessarily medical-grade environments, and even new records probably need to be cleaned before they are played the first time.

Can you replace my noisy record?

Have you tried cleaning your record? As mentioned above, most records are in need of some TLC once they leave the shrink-wrap. Dust can also collect on the needle of your record player, so please also check that.

Additionally, have you compared the vinyl to the digital recordings? Some albums contain lower fidelity recordings than others, and the record may be noisy but accurately represent the source material.

If you have cleaned and compared the record and it is still too noisy, please contact us at Occasionally, bad records can sneak through Quality Control.

My Record skips!

Skipping is often a result of the turntable rather than the record, so please try adjusting the tone arm first to see if that fixes the issue. If the problem persists, reach out to, 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.

Customer Service

Please contact us at for any other enquiries.

We’re a small team, so there may sometimes be a delay in our response, however we will try to get back to you as soon as we can. We aim to respond within 2-3 working days.

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