Yes, We are still open and in operation during the lock-down!
We're very pleased to say that even during these unprecedented times, musicians and the music industry are still going strong.
We've even experienced an increase in demand for vinyl over the last several months!
1. Communication Delays
Unfortunately, due to the continuing Ontario government lock-downs and modified work practices, our ability to communicate in a timely manner has suffered. If you've left a voicemail or sent an email that has not been responded to, we sincerely apologize. We're making every available effort to work through the backlog of emails and phone calls in a timely manner and we are prioritizing everyone who has an active order with our company. If you do have an active order, rest assured that production is still moving forward with minimal delays.
If you're looking for an update on an order, as the majority of our staff now works from home on a new system, we aren't always able to provide order updates as quickly as most of you have become accustomed to.
2. Shipping DelaysWe've seen an unprecedented amount of delays and issues with shipping over the last several months. Our shipping partners, UPS, Fedex and Canada Post are doing their best to keep their workforce and customers safe, however customers should anticipate parcel delays for the foreseeable future. Canada Post is responding to unprecedented parcel volumes and has suspended all service guarantees, including Express post. Therefore, we are unable to give you an accurate estimate of your parcel's arrival date. Please use the provided tracking information to check online for the most up to date information on the shipment. Delays of several days or even weeks are not uncommon at this time. We appreciate your patience and understanding.
3. Thinking or ordering?
If you're thinking of placing an order and you need to be sure of your completion date, we recommend that you speak to us prior to placing the order online. Considering the communication and shipping delays we mentioned above, we would hate for you to miss a deadline. We can be reached at 416-446-0918 or email firstname.lastname@example.org. For any urgent or Rush orders please make sure the subject line states "URGENT" or "RUSH".
We will continue to be here to support you, our most valued customer, before, during, and after the buying & shipping process. However, due to these long and universal delays, we are not able to re-ship orders or flag them for investigation with the same expediency as we were able to prior to the delays associated with the COVID-19 pandemic. Thank you for being our customer, and we appreciate your support more than ever at this time.