Customer Support // FAQ
1 Commonly asked questions about the Sweat Records web store
1.1 How do I know if an item is in stock?

All products listed are in stock, and our web store is updated in real time to assure that stock levels are as accurate as possible. Occasionally, there may be a stock error. In this case we will notify you by phone or email to let you know if we’ll be able to get the item quickly to add to the order, and if you’d like to do so. You will not be charged for out of stock items unless you request fulfillment.  

1.2 Can I order by telephone?

All orders must be placed via the web store to ensure security.

1.3 What forms of payment do you accept?

We accept most credit cards via secure Cayan processing and also accept PayPal. At this time we are unable to process store gift cards or coupons through the web store. 

1.4 Is ordering from Sweat’s web store secure?

Yes, the cart is encrypted. You should notice the padlock icon in your web browser. If that does not appear, please get in touch with us before placing an order. 

1.5 How do I know you have received my order?

After placing an order you will receive an Order Confirmation. Once payment has been processed and accepted you will receive a Payment Confirmation. 

1.6 How long do you take to ship an order?

Most orders will typically ship the NEXT business day, though delays are possible.

1.7 Can I place an order now to ship at a later date?

Yes. Either indicate your preferred ship date in the order notes, or call/email the shop with your preference once your order has been confirmed. 

1.8 Can you guarantee delivery on or by a particular date?

Unfortunately we can’t dictate what happens once custody of the item is transferred to USPS. We do our best to process and ship orders as quickly as possible, and each order receives a tracking number where applicable.

1.9 An item I saw recently on the web store is no longer listed - can I still order it?

Possibly. There’s a good chance the item is just out of stock and we’ll get it back in. Call 786.693.9309 or email store[AT]sweatrecordsmiami[DOT]com with your name and the requested item and we’ll let you know as soon as it’s available for sale in the web store again. Some items will never be in stock again, and we will be able to verify this for you as well.

1.10 If a product is not listed, can you order it in for me?

Due to the sometimes finicky nature of special orders, we are only able to process them (with deposit) in-store at the moment. If you’re local to South Florida and want to place a special order, call or email the shop for details. 

1.11 I am having problems using the shopping cart - what should I do?

The main reason customers may encounter problems using the shopping cart is because they are attempting to ordering from a non-standard PC/Mac unit (such as a phone). In this case, the cart may not function properly, so we recommend using a stand-alone PC/Mac if possible. Another possible source of problems is that the web browser is not optimized to work with our store (we’ve had the best luck with Chrome or Firefox). You may also encounter trouble if the security settings on your web browser are set at maximum. Additionally, "Java", "JavaScript" and "Cookies" should all be enabled in your browser options.

1.12 Can I pick up my order from your shop instead of having it shipped?

Yes! Just selected “Local Pick Up” as your shipping preference at check out and the order will be set aside for you. Keep in mind that it often takes a few hours to process an order, so it might not be ready for pick-up immediately after you place the order. We suggest calling first to let us know you’re on the way.

1.13 When will my card be charged?

Your card will be charged almost immediately after payment is processed through the processor. If you’re using PayPal, the payment should go through almost immediately as well. You will receive a Payment Confirmation once payment is completed. If you don’t receive a Payment Confirmation, something may have gone wrong. In this case we will contact you to see if you’d like to complete payment or cancel the order. 

1.14 What if my card is declined?

If your card is declined, you will be asked to enter another form of payment. If you’re unsure of the reason for your card being declined, we recommend contacting your bank or credit card provider. 

1.15 Can I add items to an order I have already placed?

Unfortunately, once an order has been paid for it can’t be added to. If you’d like to buy something additional you’ll have to place another order, however, we might be able to ship everything together if eligible, without charging additional shipping. Please get in touch via phone or email so we can see what’s possible. 

1.16 What if my order is lost in transit?

In the case of an order not arriving, we can typically issue a replacement package, providing all items are still available. Should some items be unavailable, we will get in touch to see if you’d like a partial replacement/refund. For all US orders, we can only consider a package missing two weeks AFTER it’s been transferred to USPS. For all other countries, it’s six weeks AFTER. Please check with your local post office regarding packages on hold for collection before contacting us about a missing order. If we suspect that a customer's package has been stolen or the customer is committing some type of fraud, we reserve the right to refuse to supply further orders.

1.17 What if my order is damaged in transit? What if a product has bad factory damage?

In the case of any items arriving damaged due to handling or factory cause, we can issue a replacement without charge, providing a replacement is still available. We require you to return the damaged item(s), but we will either provide you with a return postage label or reimburse you for the shipping cost. Please do not return damaged items to us without contacting us first. Also, please keep in mind that minor jacket corner dings are very typical with shipped records, and these will not be considered for replacement. 

1.18 Do you sell second-hand products?

Currently we only sell second-hand (used) products in-store or via our Discogs store. All items listed in the Sweat Records web store are brand new. 

1.19 Do you give discounts for large orders?

Occasionally we have a discount code for the web store or are running a promotion. Other discounts are only granted in-store in the form of a customer loyalty card, which provides up to 20% off on all record purchases over time. If you’re interested in placing a VERY LARGE order (25+ records or multiple copies of a title), please get in touch first, as we might need work with you one-on-one to acquire all the items you’re interested in. 

1.20 Do you have a shop I can visit?

Yes! Our brick-and-mortar shop is at 5505 NE 2nd Ave in Miami, FL. We have more than twice the amount of records on the actual floor than on the web store, so we definitely recommend coming in to dig if you’re in town.

1.21 Can you supply wholesale orders to shops and distributors?

The only items we can supply wholesale are our own Sweat Records Records label titles or certain Sweat Records-branded merch, however we cannot do this via the web store. Please get in touch via phone or email to discuss wholesale of the aforementioned items. 

1.22 If I order from outside the USA, will I pay customs charges?

Many other countries allow low-value packages to be delivered without charge, but some charge customs duty. The customer (not Sweat Records) is always liable for any such charges. We mark the values of items accurately to ensure proper handling and delivery of packages once transferred to another country. Please don’t ask us to falsify values for customs. 

1.23 What if I do not like the products I have ordered? Can I return them?

We currently only accept exchanges on apparel that hasn’t been worn if you need to get a different size. Due the physically delicate nature of records (and the fact that you can pretty much verify whether or not you “like” the music by listening online first), we cannot accept returns on records. 

1.24 The artwork on the album I received doesn’t exactly match that on the web store. Did I receive the wrong item?

Sometimes artwork is varied or updated depending on a pressing. We are unable to always update photos for each variant. In almost all cases, the music on the record is EXACTLY the same. If you believe you in fact received the wrong album, please get in touch and let us know. 

1.25 I want to support Sweat Records but don't really buy/collect vinyl. Is there a way to donate?

Yes! You can support Sweat by becoming a member via WITHFRIENDS!

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