MHVR strongly recommends that you take the time to read the following policies to ensure that you agree and are comfortable with our policies which are designed to ensure fairness for our customers and MHVR. If you have any questions about a specific situation not covered in these policies, please contact us using our contact form with your questions, or you can email us at support@musthavevinyl.ca MHVR reserves the right to make changes to these Terms and Conditions at our discretion.

Please note that product images and track listings may vary slightly from what is shown on our shop pages due to the variety of new releases with remasters incorporating special album covers and additional tracks possibly. If you are a collector and need specific information about a release before you purchase, please email us with details of your question using our contact form.

1. Orders

Pricing

All prices are shown in Canadian Dollars. When you pay through Paypal from the United States, they will automatically provide currency conversion.

MHVR reserves the right to cancel orders when there are pricing errors on our system.

Cancellation

Orders for in-stock items must be cancelled within 24hours of original payment, otherwise MHVR cannot guarantee that the item has not already shipped. If the item has shipped, you will need to follow MHVR return process. (see Section 3 – Return Policy)

Pre-orders may be cancelled at any time within 48 hrs before the official street date posted on our website, otherwise MHVR cannot guarantee that the item has not already shipped. If the item has shipped, you will need to follow MHVR return process. (see Section 3 – Return Policy)

Pre-Orders

MHVR will take orders for pre-order items and try to ensure that enough stock is made available for any pre-orders. However, there may be situations where suppliers are not able to provide stock to fill all orders. MHVR reserves the right to cancel pre-orders if there are stock shortages.

Back Orders

Backorder items are available to purchase, however, the timing will be longer than standard in-stock items. For backorders available at our distributors, usually there is a delay of approx. 3-4 days. For items that must be ordered by our distributors the delay can be from 1-3 weeks.  MHVR will do our best to get you the items as fast as possible.  MHVR will contact you if there is expected to be any significant delay so that you may decide if you would like to cancel the order.

2. Shipping

Where do we ship

At this time, MHVR currently only ships to Canada and the continental United States (excludes Hawaii, Puerto Rico, Alaska). In the future if we expand our coverage we will update this page and the shipping section of the order pages on our store site.

Shipping Orders

In stock orders will normally ship same day or at the latest in 1 to 2 business days – in the event that your order will be outside that timeframe, MHVR will notify you of a delay and the estimated time to ship.
Pre-orders will ship within 1 to 2 business days once received from suppliers but not in advance of the formal release date.

Shipping Options

When you place your order, depending on what you buy, you will potentially have the option of different shipping service levels offered by our carriers. By default, all orders will have insurance and tracking given the valuable and fragile nature of the products we are shipping to you – this creates peace of mind that you will be protected in the event of loss or damage of your order. For albums, we offer discounted shipping for 1 album and free shipping for 3 or more albums – see our detailed carrier information for specific information for the region you are located.

Export/Import Duties, Taxes, Brokerages Fees and Shipping

The purchaser is responsible for any extra charges, duties, or taxes that may occur regarding the shipment of their item. In general, there are no additional charges for Canadian customers. US customers usually do not have any additional charges for personal purchases where the value is below the personal exemption limit – if in doubt, please contact your Customs office to get a final determination of potential extra costs.

Order and Shipping Confirmation

Once your payment has been successfully received, you will receive an order confirmation by email detailing your order details. When your package ships you will receive a shipping confirmation email detailing the shipping method, tracking number, and order total. Please reference the tracking # to track your package online.

Damage During Shipping

If an item is damaged during shipment to you, you must save all packaging and notify MHVR immediately – within 1 business day. MHVR will ship a replacement item to you and make a claim with the shipping company. MHVR will inform you what steps must be taken with your damaged item/package within 24 business hours after contacting us.

Canada Post Shipping – Canada

The following is a summary of the shipping options available for major urban centres, for further information about other shipping areas and greater detail please refer to the Canada post website at https://www.canadapost.ca/web/en/pages/parcelscon/default.page

Please note: All shipping delivery times being quoted are from Canada Post – MHVR cannot be held responsible when Canada Post does not meet its delivery commitments. The delivery times quoted would be in addition to the time it takes MHVR to process, prepare, and send the order to Canada Post – typically 1 additional day. MHVR will, when required due to capacity issues at Canada Post, or a better price can be obtained, ship through other carriers at our own discretion, while maintaining our timing targets.

Free Shipping CANADA (3 or more albums) – Canada Post Expresspost Service for Ontario & Quebec (approx. 2 business days delivery time), Epedited Shipping (approx. 4 business days delivery) for other provinces. Conditions: Albums only, does not include equipment or accessories. Expedited service only for locations north of 55 parallel.

CANADA POST PRIORITY – AVAILABLE UPON REQUEST AT EXTRA COST TO CUSTOMER – Most Expensive – to Canada – fastest delivery
Local, Regional & National – next business day
Includes tracking and delivery confirmation, delivery updates, liability coverage $100 included (more available for a charge), signature required for receipt included

CANADA POST XPRESSPOST – AVAILABLE UPON REQUEST AT EXTRA COST TO CUSTOMERS – Fast and cost effective
Local & Regional – next business day
National – 2 days
Includes tracking and delivery confirmation, delivery updates, liability coverage $100 included (more available for a charge), signature required for receipt extra cost

CANADA POST EXPEDITED – Discounted Ground Shipping – cost effective ground delivery service
Local – 1 day
Regional – 1 to 3 days
National – 2 to 7 days
Includes tracking and delivery confirmation, delivery updates, liability coverage $100 included (more available for a charge), signature required for receipt extra cost

Canada Post Shipping – United States

The following is a summary of the shipping options available for major urban centres in the United States. Customers in the United States are responsible for all duties and taxes deemed owing by US Customs. Further information about other shipping areas and greater detail please refer to the Canada post website at https://www.canadapost.ca/tools/pg/manual/PGpsus_int-e.asp

Please note: All shipping delivery times being quoted are from Canada Post – MHVR cannot be held responsible when Canada Post does not meet its delivery commitments. The delivery times quoted would be in addition to the time it takes MHVR to process, prepare, and send the order to Canada Post – typically 1 additional day.

Free Shipping USA (3 or more albums) – Expedited Parcel Service with delivery typically 4-5 business days from time of shipment by MHVR. Conditions: Albums only, does not include equipment or accessories.

PRIORITY WORLDWIDE – AVAILABLE UPON REQUEST AT EXTRA COST TO CUSTOMER – Most Expensive – International delivery service for time sensitive items
USA – Next business day
On-time delivery guarantee, Tracking and Delivery Confirmation, Delivery Updates, $100 Liability Coverage (additional $ coverage available), Signature

EXPRESSPOST USA – AVAILABLE UPON REQUEST AT EXTRA COST TO CUSTOMER – More Expensive than EXPEDITED especially for non-urban areas
USA – 2 and 3 Business Days
On-time delivery guarantee, Tracking and Delivery Confirmation, Delivery Updates, $100 Liability Coverage (additional $ coverage available), Signature

EXPEDITED PARCEL USA
USA – 4 to 7 Business Days
Tracking and Delivery Confirmation, Delivery Updates, $100 Liability Coverage (additional $ coverage available)

3. Return Policy – Please Read Carefully

Returned Items – Not Defective or Damaged

MHVR will accept returns within 20 days of customer receiving the item, if the item is unopened and undamaged and fit for resale. This excludes consumables (cleaning fluids etc.), phono cartridges, demo LP records, and items marked as final sale. Return shipping is the responsibility of the customer. If the customer was given free shipping on the initial shipment, the customer is responsible for the shipping cost back to MHVR and the cost of the original shipping to the customer’s address. Returns require an RMA # requested within 20 days of receiving the item – returns will not be accepted without an RMA # and will be sent back to the customer at their expense.

Returns – RMA#

Prior to returning any item you must call or e-mail MHVR for an RMA# (Return Merchandise Authorization number). Returns sent to us without an RMA# will not be accepted. You must obtain an RMA# within 20 days of receipt of your purchase otherwise sales are considered final.

Returns – Received at MHVR

MHVR must receive the returned package within 15 days of issuing the RMA#. If the item has not been returned 15 days after issue of an RMA# the sale will be considered final.

Your return package must include the RMA# and all original packing materials (including manuals, remote controls, cables, power supplies, any manufacturer instructions or warranty cards, bonus items etc.), and must arrive in resalable condition. Returns will not be accepted if these conditions are not met.

MHVR very strongly recommends that returns be shipped by reputable parcel carriers such as Canada Post, UPS, or Fed Ex with insurance and tracking due to the fragile and more expensive nature of our products. If a return is sent via Canada Post or US Mail uninsured and without tracking, then the customer accepts all responsibility if the package is damaged, lost or stolen during transit. MHVR will not be liable for any uninsured packages. Any returns received that are damaged will not be accepted and no refund will be issued.

Must Have vinyl Records will not accept returns for any items shipped outside North America – all items will be considered final sale.

Warranty Items – Damage During Shipping

Our shipments are very carefully packaged prior to leaving our warehouse. Unfortunately, if you have received an item that has been damaged in shipment you will need to contact MHVR within 48 hours of delivery to make the claim. MHVR will replace the item(s) within 20 days of your date of receipt of a claim. Please do not discard the item or packaging which may be required by the shipper to process the claim. MHVR will file a claim with the shipper. Claims typically take 8-10 business days to process. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We’ll need your help in making it available for pickup on the scheduled date and time.
If the item is no longer available for replacement, MHVR will provide a refund for the purchase price of the album and original shipping costs to you.

Warranty Items – Defective

Shipping costs for returning the defective item to MHVR is the responsibility of the customer. A portion of these shipping costs will be refunded based on the determination if the item is defective. If determined to be defective by MHVR, we will send a replacement at no cost to you, and will issue a credit to cover the return shipping costs you incurred up to a maximum amount equal to the quoted cost MHVR gets from its own carrier for the lowest cost shipping method. If the item is no longer available for replacement, MHVR will provide a refund for the purchase price of the album and original shipping costs to you. If MHVR determines the item is not defective, MHVR will issue a refund minus a re-stocking fee equivalent to 15% of the value of the returned item, the original shipping cost will not be refunded if item is found not to be defective.

RECORD LPs

Defective music can only be exchanged for the same title if available. If the title is no longer available, MHVR will provide a refund for the purchase price of the album and original shipping costs to you as well as the return shipping costs to MHVR you incurred up to a maximum amount equal to the quoted cost MHVR gets from its own carrier for the lowest cost shipping method.

CONSUMABLES

Consumables such as cleaning fluids will be exchanged only if defective and only for exchange of the exact item.

PHONO CARTRIDGES

Phono cartridges are only returnable if defective and only for exchange of the same cartridge model. Your cartridge must be returned and validated to be defective by the manufacturer before it will be exchanged. If you require a replacement shipped immediately, rather than waiting for the manufacturer decision, MHVR will charge you for the replacement item and issue a credit upon receipt of the defective item and confirmation from the manufacturer that it is a defective item.

DEMO/USED RECORD LPs

MHVR personally reviews many new release albums and will sell them at a significant discount – the records will be lightly used condition, most likely being played only once or twice. Used records cannot be returned as defective as they will have been played by MHVR and validated as fit for sale.