Video Game LoFi: Undertale Vol. 1

All VoV policies. Don't be the reason we have to add to this page. 

Cancellations

IN STOCK ITEMS - If you change your mind, please contact us within 24 hours of placing your order. If your order has already shipped, we are unable to offer a refund.

PRE-ORDERS - Refunds for pre-orders can requested up to 14 days after your order has been made.

Shipping General Info

We use a variety of shipping carriers from Canada Post, USPS, UPS, PostNL and APC. A shipping carrier will be chosen based on the best available rate. Generally, the breakdown will look like this: 

Canada: Stallion Express (Uniuni, ICS, Canada Post, others)
USA: 3rd party handed off to USPS
Rest of the World: PostNL / APC

All orders are shipped from Ontario, Canada. 

Flat-rate shipping fees to Canada and the USA only cover up to 5 kg. Orders over 5 kg will be invoiced separately for shipping. 

All orders are tracked unless otherwise noted in the shipping. 

We ship once a week, generally on Thursday or Friday. 

Orders that include pre-orders will ship once everything in the order is in stock. 

Delivery Issues

All issues with shipping must be brought to our attention within 21 days of the last tracking link update or order delivery. 

The insurance on our shipments do not cover parcels once they are marked delivered. Very Ok Vinyl is not responsible for stolen items that have been delivered to the address on the order. 

Orders outside Canada and the U.S. are not returned to us if they cannot be delivered or picked up. These orders are destroyed so we are unable to offer refunds. Please make sure you are monitoring the tracking link. 

Product Issues

Minor aesthetic defects are not covered by this policy.

VoV does not refund or replace for seam splits. If you want to have your record shipped outside the jacket, please add the remove records from jacket service to your order.

All issues with items delivered must be brought to our attention within 21 days of the delivery date. Please include photos of the damaged products and packages. We are unable to accommodate requests beyond the 21-day window, or requests without provided photos, so please inspect and document your products when you receive them.

Replacements for defective or damaged items are subject to stock availability and will be assessed on a case by case basis. Refunds/Replacements for damages are at our discretion.

Damaged products are only able to be exchanged for the same item. 

If you'd like us to help you out, send an email to orders@veryokvinyl.com with the order number and some pictures of the damage. We'll go from there!

International Orders 

Orders outside Canada and the U.S. are not returned to us if they cannot be delivered or picked up. These orders are destroyed so we are unable to offer refunds. Please make sure you are monitoring the tracking link. 

Import fees/duties/customs/tariffs are the buyer's responsibility. Orders returned for non-payment of these fees are subject to a 15% restocking fee. The cost of the item, minus the restocking fee and excluding the shipping, will be refunded when the returned order is received. This applies to Canada and US orders only. Orders outside Canada and the US are not returned to us, see above. 

Mail carriers in the US require that addresses are romanized, and we cannot fulfill orders that are not romanized. 

We reserve the right to cancel any orders. 

If you didn't find the answer you're looking for above, please see our FAQ section below. 

In which order are VoV releases shipped?

• 1st - single record orders (VoV variants ship first)
• 2nd - multi orders of the release
• 3rd - release + other line items

Where are you located?

• We are located in Ontario, Canada.

What is the status of my VoV release order?

• We keep these ETAs updated on the individual product pages. The most up-to-date status will always be found at the top of the page.

What is the status of my distro order?

• We don’t have any additional information than what’s on the product page. But we make sure to ship any distro titles as soon as we get them!

What are Very Ok Services?

• Very Ok Services can be bought to remove the record from the jacket and place both the record and all discs in one bag before shipping.
• Please ensure you select the option with the correct number of records for each item in your order.
• NEW! Removing Records & Adding Poly Bags are now under the same service.

What are quarters?

• We use quarters to estimate when products are going to ship. This does not affect the order in which we ship orders out, only when that product will start shipping. 
• Q1 - January to March
• Q2 - April to June
• Q3 - July to September
• Q4 - October to December

I saw another vinyl I'm interested in, can I add it to my order?

• As long as your order hasn’t shipped yet, we’d be happy to add it to your order. Please email orders@veryokvinyl.com

Can I change my address?

• As long as your order hasn’t shipped yet, you can edit your address in your orders page.

When do in-stock orders ship?

• We pack orders throughout the week and bring them to the shipping depot once a week, typically Thursdays or Fridays. In stock orders will take up to 2 weeks to ship out. The day of the week is subject to weather and life delays. 

I got a shipping notification, but it hasn't updated at all. What's happening with my order?

• Shipping companies send notifications as soon as we print the shipping label, but it can take up to two weeks for the package to get dropped off and the tracking link to show updates.

My tracking link was updating, but it's stopped!

• Reach out to orders@veryokvinyl.com within 3 weeks of the last update so we can help!

Are there going to be any added duties or import fees to receive my order?

• Please note: Import fees/duties are the responsibility of the buyer.

Is "insert specific title here" in stock?

• If the title is still listed on the website and can be added to your cart, it's in stock. 

The ETA listed on the website for my product has passed, why haven't I received my product yet?

• The ETA listed on the product page is just that, an estimated time of arrival. The shipping times listed are always approximate, not guaranteed, and we ship orders out as soon as we can once the items arrive.

How can I track my order once it has shipped?

• A notification email is sent as soon as we ship your order with a tracking link. We always suggest using this link (instead of the order status page) for the most accurate updates!

Will "insert title" get a repress/ever be restocked?

• We will always repress Very Ok Vinyl titles if there's enough interest. Fill out this form to let us know what you'd like to see restocked!

Do you ever sell or ship used records?

• No! All of the records available on our website are brand new. We do not sell or ship used records.

How are records packaged before they get shipped to VoV?

• We receive records in one of two ways.

I sent you a DM about my order. Why haven't I heard back yet?

• We can’t answer order specific questions via DMs. Please email orders@veryokvinyl.com and we’ll be happy to help!

If you still have a question, please contact us.