FAQ

Support

Platinum Records provides the lowest price anywhere. If you should find a lower price from another factory authorized U.S. dealer and they have the identical product in stock, we will beat the price GUARANTEED!! This guarantee does not apply to clearance, red tag, discontinued items, closeouts, liquidations or special order items. Offer not valid for auction or member-only web sites, used or refurbished items.

Please note that Platinum Records is an uthorized dealer of all Manufacturers that we carry. All products purchased from Platinum Records carry a full manufacturers warranty. Purchase from an unauthorized dealer will void your warranty.

  • We cannot beat competing offers on USED gear.
  • We cannot beat competing offers from UNAUTHORIZED dealers.
  • We cannot beat competing offers on items that are out of stock from the competitor's store.
  • We cannot beat competing offers from classified ads or auctions (open or closed), regardless of whether the merchandise is new or used.
  • We cannot beat competing offers on discontinued items, closeouts, demos, or items out of the box (even from authorized dealers).
  • We cannot beat competing offers mentioned to you only verbally, whether in person or on the phone.
  • We cannot beat competing offers on items that do not have an advertised price (in-store sign or price tag on a web site or magazine).

Have you seen a lower price somewhere else? Let us know. We will beat it - Guaranteed!!

What is an "authorized" and "unauthorized" dealer?

Manufacturer Authorized Dealers are unable to electronically publish prices lower than the current manufacturer approved price. You might sometimes find other sellers listing brand new item below our price. This is because they are either not authorized dealers, or dealers violating Dealer Agreements. At certain point their dealership will either be suspended or terminated. If you buy products from these sellers, your warranty may be voided and you may lose your investment. Keep in mind that over 10% of products sold require repair service or product support during their warranty period. Buy from authorized dealer to keep the value of your investment.

Is my item covered under warranty?

All of our items, unless otherwise indicated, are brand-new with a manufacturer warranty. Should the product malfunction within a stipulated amount of time after the purchase, the manufacturer will typically provide you with a replacement, repair, or refund. Such warranties usually do not cover "acts of God", owner abuse, malicious destruction, commercial use, or anything, for that matter, outside of a mechanical failure incurred with normal personal usage. Most warranties exclude parts that normally wear out, and supplies that must be periodically replaced as they are normally used up (e.g., record needles/stylii and crossfaders).

If your item malfunctions while under warranty, contact the manufacturer with your serial number, receipt, or invoice handy, and the customer service/support representatives will assist you in repairing or replacing your product.



Availability

What does "b-stock" mean?

B-stock items are significantly discounted products that have been used at trade shows, as display models, or are "open-box" and cannot be listed as new. Our b-stock items are barely used and have been tested by the manufacturer to verify they are in perfect working condition. Some b-stock items include the full manufacturer warranty; contact us before purchasing if you are concerned. B-stock items are sold as-is and are NON-RETURNABLE and NON-REFUNDABLE.

What does "discontinued" mean?

Discontinued items are no longer produced by the manufacturer and are permanently out-of-stock. Discontinued items listed on the Platinum Records web site are for reference only, and are not indicative of supply.

What are the differences between "out-of-stock", "back-order", and "pre-order"?

Out-of-stock items are products that are currently sold out and awaiting re-order. We make every effort to keep our most popular items in stock, but various factors can sometimes make for exceptional delays between stockings -- either because the manufacturer costs are too high, the shipping is too expensive, or we are awaiting fulfillment on a back order for another item.

When an item is on back order, we have sent an order for a product to the manufacturer but are waiting for them to either build or ship the unit. Sometimes an item is so popular the manufacturer cannot keep up with demand, and back orders all dealers for an extended period of time, usually until they have enough product to fulfill all of the orders placed by all of the dealers throughout the country, or even the world. When that happens we recommend customers who have purchased the item and are awaiting shipment do not cancel their order and look elsewhere, as doing so relinquishes their place in our line, only to be sent to the back of someone else's -- making the wait exponentially longer.

Sometimes we anticipate an item is going to sell out quickly, and recommend customers pre-order the item. A pre-order is an order for an item that has not been released. Pre-orders guarantee the buyer a unit right off the factory line, and often before anyone else gets one. Oftentimes the initial release date for an item is an estimate -- and just as often it is pushed back, by anywhere from a few weeks to a few months. This is so the manufacturer can work out any bugs or issues before the item is released. While it may be frustrating to have a pre-order pushed back, such delays mean you will be happier with the final product the first time you buy it. If you need an item soon, call one of our professionals and we will help you find an alternate item that fits your needs by the time you need it.



Payment

What are the payment methods for domestic orders?

Credit Cards:
We gladly accept verified Visa, Master Card, Discover and American Express* from U.S. and Canadian Customers**. We cannot accept international Master Card, American Express, or Discover. (only if you pay with international PayPal)

*AMEX cardholders please provide CID during checkout.
**We will only ship to confirmed addresses/secondary shipping addresses listed on your credit card. WE CANNOT SHIP TO UNVERIFIED ADDRESSES.

Checks and Money Orders:
Sorry, we do not accept personal checks for online or mail orders. All money order or cashier's checks must be made in secured US Funds. We wait for all money orders and cashier's checks to clear before shipping. Please allow 14 days or more for clearance before shipping.

Please use the Money Order option during checkout. Send all mailed payments to the address below. Include your full name, shipping address, the item(s) you are ordering, your preferred shipping method, and the total cost.

Please send all money order and check payments to:

Platinum Records
104 SW 2nd AVE
Portland, OR 97204
USA

Western Union:
You can quickly and easily wire us your payment by visiting any one of 17,000 Western Union offices worldwide. Your order will ship the same day when we receive the transfer by 1 PM (Pacific Standard Time). Please use the Money Order option during checkout. Please email the MTCN, order ID, and your name and full shipping address when you have completed order.

To find a Western Union location nearest please visit http://www.westernunion.com/index_consumer.asp

PayPal:
WE NOW ACCEPT INTERNATIONAL PayPal including Canada and the U.S.

We will only accept PayPal payments from verified PayPal users with a confirmed shipping address. Check with PayPal to make sure your address is confirmed.

Please send all PayPal payments to scott@platinum-records.com while logged into PayPal, or choose the PayPal option during checkout.

Purchase Orders:
Purchase orders from larger business, institutional, and government customers are accepted on an approved basis. Orders can be placed by phone providing a confirming fax or mailed copy of the purchase order is received. Minimum $250 for first time Purchase Orders. For more information about submitting Purchase Orders please contact us at info@platinum-records.com or call us toll-free at 1.877.335.6255.

Do you offer lay-a-way?
Our lay-a-way program requires a down payment of 25% of the total cost of the item, including shipping, and any type of payment every month thereafter. Products are shipped when full payment is received.

To place an order please call our store toll free at 1.877.335.6255.

Do you offer financing?

Not at this time



Shipping (General)

What is your free shipping policy?

We offer FREE SHIPPING only on certain products shipped within the USA via UPS Ground ONLY!!  In order to qualify for FREE SHIPPING the purchase total must be over $299, the product must NOT be Oversized (over 40 lbs). Technics turntables do not qualify. Certain items, like amplifiers, are almost always too heavy to qualify; others, like coffins, amp racks, or monitors, are too oversize -- call or email for details. Multiple items that would otherwise qualify cannot be shipped free if their combined weight exceeds 60 pounds. Please call to see if you qualify for FREE SHIPPING!!

Also, Discounted items are voided from FREE SHIPPING and any free items that may be included

  • Free shipping is provided for online orders only.
  • Product total must exceed $299.00.
  • Free shipping is limited to the continental U.S.
  • You must select UPS GROUND SHIPPING for your order.
  • Excludes oversized, heavy, "truck-only" items, and orders with a combined weight over 60lbs.
  • Oversized or overweight items could be charged additional shipping per item.
  • Not valid with other special offers.
  • Only applies to certain products.
  • Excludes Direct Drive Turntables (Technics 1200, Vestax PDX, Numark TTX, etc), Amps, PA Speakers and Coffins.

Free shipping is up to our discretion, and we reserve the right to end the free shipping offer at any time.

Can you ship to my secondary address?

We can only ship to an address that is confirmed with your card issuing bank. If you would like an order shipped to a secondary address, call your card issuer and have them add that address as a secondary address or as a “note”. We will call the bank to confirm this address has been added and proceed to ship. Few Banks wont allow a secondary address; therefore, we must shipped to the verified Billing Adress.

This is our authentication process which protects us and more important protects the customer from credit card fraudulent activity.

What is a verified/confirmed address?

Domestic customers
When a card is verified, the cardholder has enrolled their account in an automatic authentication program. This means the card issuer has authenticated and insured the card, the cardholder, and the cardholder's address prior to the checkout process, so both the cardholder and the merchant are protected from fraudulent activity.

When a card is not verified, we must call the bank and confirm the cardholder's contact information. Sometimes, for security reasons, the card issuer will not verify an account without confirmation from the cardholder. We may have to phone you while the bank is on the line and have you okay the verification process. It may seem like a hassle, but is for your protection!

International customers
US authentication programs usually verify international Visa cards. Other international cards, including MasterCard, Discover, and American Express, are not verified. We do not have the ability to contact these card issuers, and we will automatically refund any international orders placed with these cards. We apologize for the inconvenience and will be happy to assist you in finding an alternative method of payment.



Shipping (Domestic)

What are the shipment options for domestic orders?

Shipping outside of the Continental US is usually through the United States Postal Service (Express Mail® International and Priority Mail® International). Rates vary based on your exact location, package weight, size, and insurance coverage. An approximate shipping rate can be calculated by our web site, but this rate is subject to change. Heavier items may need to be shipped via truck freight. These items and multiple-box orders may increase shipping charges.

Most orders are processed and shipped the same day you order. In some cases your order may take up to 48 hours to process and ship.

My item hasn't arrived yet. What is going on?

99% of our domestic orders are shipped via UPS, and of those, most are sent UPS ground. UPS ground is guaranteed within 6 business days, barring inclement weather and other unforeseen causes, and not does include holidays or weekends.

UPS’s tracking service frequently updates the status of a package, and will list any delays or conditions that can extend the shipping period. These updates can be accessed with your UPS tracking number. When we ship a package we email the customer this tracking number; if you have not received this email, check your mailbox’s spam folder or bulk account. If you don’t find it there, you can login to your account and track the status of your order via our web page. If that doesn’t work, you can call us and we will find your tracking number for you.

If you have been tracking your package, see it has been delivered, but don’t actually have it in your possession, it may be hidden. Drivers will sometimes tuck a package under a bush or behind the porch in effort to keep others from finding and taking your package. Take a good look around and you should be able to find it.

If you still don’t find it, give us a call and we will assist you in opening an investigation or filing a claim.



International

INTERNATIONAL PAYMENT
What are the payment methods for international orders?

WE DO NOT ACCEPT International Credit Cards (This includes CANADA)

If you don't have a PayPal account WE WILL ACCEPT Money Orders such as:

WESTERN UNION
You can quickly and easily wire us your payment by visiting any one of 17,000 Western Union offices worldwide. Your order will ship the same day when we receive the transfer by 1 PM (Pacific Standard Time). Please use the Money Order option during checkout. Please email the MTCN, order ID, and your name and full shipping address when you have completed order. To find a Western Union location nearest please visit http://www.westernunion.com/index_consumer.asp

SEND WESTERN UNION TO:
Scott Mcquain
104 SW 2nd Ave
Portland, OR 97204
USA

CASHIERS CHECK
(May take up to 6 weeks to clear our bank)

Send payment to:
Platinum Records
104 SW 2nd AVE
Portland, OR 97204
USA

Please include the item number, preferred shipping option, and your name and full shipping address with payment.

INTERNATIONAL SHIPPING
Shipping methods for international items include UPS Express Saver (1-6 days, trackable), USPS Express Mail® International (3 - 5 Days , trackable) and USPS Priority Mail® International (6 - 10 Days, not trackable). We do not ship FedEx. Overweight items are shipped freight. Insurance varies per country; e-mail for more information.

Shipping costs are based on your exact location, the value, weight and dimensions of the product, and the actual shipping time. For an exact shipping quote e-mail us with your full shipping address and your desired shipping timeframe
How much are import taxes or duties fees? How can I get around them?

Platinum Records cannot predict or be held responsible for any import taxes placed on items by Customs house when items are imported. For insurance purposes we must list the full value of an item when it is shipped, and cannot list an item as "gift”. We do this to protect you and your purchase.

My item hasn’t arrived yet. What is going on?

We ship Canadian orders via UPS Standard to Canada, which usually takes 6-10 days to arrive. Shipping methods for international items include USPS Express Mail® International (3 – 5 days) and USPS Priority Mail® International (6 - 10 days). Many countries are also eligible for UPS Express Saver (1-7 days)

Shipment times for international items are estimates and do not include time in customs. International items are first delivered to customs house for inspection. When they determine the item meets their standards they will release it, and ship to your shipping address via your country's postal carrier. If you do not receive it within a reasonable amount of time, you should contact your local customs office, as you may have to pick up your item.

If a significant amount of time has passed and customs does not have your package, get in touch with us an we will open an investigation.



Returns/Exchanges

Platinum Records offers a 100% satisfaction guarantee. If you are not completely satisfied with your item(s), Call us at 503.222.9166 within 14 days of purchase to qualify for a Return Authorization #. No returns or exchanges on Software or Products with included Software, CD or DVD duplicators, clothing, lamps, bulbs, opened effects juice, gels, videos/DVD's, cartridges, styluses, carpet, LPs, CDs, bulk-cable, slipmats, microphones, headphones or any other expendable supplies, special orders, blowouts or discontinued items. No refunds on bubble, haze or fog machines or lighting. They may not be exchanged for same or greater value of the same type of item. THERE IS NO CREDIT FOR SHIPPING AND HANDLING FEES! ALL SPECIAL ORDERS AND DROPSHIPS ARE NON-REFUNDABLE!! All approved returns must be in new condition with all original boxes, accessories and packaging, or they will be subject to a minimum 25% restocking fee. Any shipped order that is cancelled will be charged a 25% restocking fee. Any returns unclaimed for over 30 days will be discarded. Gear that has been rack mounted, damaged gear due to misuse and any product that looks used and cannot be re-sold as new, will be REFUSED. All returns will be processed within 72 hours of receipt. FOR INTERNATIONAL CUSTOMERS: ALL SALES FINAL. NO RETURNS NO REFUNDS.

Exclusions and Exceptions:

ALL BRAND NEW ITEMS are 100% guaranteed to be free of defects by the manufacturer. If packages is damaged from shipping, you must call UPS (1-800-PICK-UPS) or USPS within 2 days to file a damage claim. When UPS and Platinum Records finishes the claim you will receive a FULL REFUND or EXCHANGE for the item(s) plus the shipping costs minus handling fees.

 

 


If you are interested in a certain product, but don't see it on our website, please call us 503-222-9166 or e-mail us!

Platinum-records.com does not accept liability for typographical or product specification errors (including pricing).
Prices are subject to change without notice.

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