My Record Arrived Damaged or is Missing!

We take great care in packaging, but occasionally issues arise during transit. If your order from Big Red Records arrives damaged or is missing, please follow these steps immediately.

Reporting a Damaged Item

If a record or piece of equipment arrives physically damaged:

1. Notify us within 7 days: You must notify Big Red Records customer support within 7 days of the delivery date shown on your tracking information.
2. Take Photos: Take clear photographs of the damage. This includes photos of the packaging (box/mailer) and the damaged item itself. These images are required to file a claim with the courier.
3. Submit a Request: Contact us via our support channel (see "How Can I Contact Customer Support?"), attaching the photos and your order number.

We will assess the damage and arrange for a replacement or a full refund, including return shipping costs if the item needs to be sent back.

Reporting a Missing Item

If your tracking shows "delivered" but you cannot locate your package:

1. Check thoroughly: Look around doors, mailboxes, and with neighbours. Sometimes packages are left in a secure location.
2. Wait 48 Hours: Occasionally, couriers mark a package as delivered prematurely.
3. Contact Us: If still missing after 48 hours, contact us. We will initiate a formal trace with the courier. Please note that courier investigations can take several business days.

We will either send a replacement order or issue a full refund once the courier confirms the package is lost.