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FAQ

If you have any questions relating to Waterfront Records, please read through the following FAQs. If your questions aren't answered here, please call us on (+61) 02 9283 9301 or email info@waterfrontrecords.com

CONTENTS:
1. Searching
2. Placing An Order
3. Methods Of Payment
4. Pricing
5. Products
6. Pre-Orders
7. Postage Costs
8. Dispatch
9. Delivery
10. Insurance
11. Returns
12. Shipping Delays
13. Artist Services


1. SEARCHING
When using the search function, type in the most distinct word in the title or artist name. Eg/ To find releases by 'The Sleepy Jackson', type ‘Sleepy Jackson' into the search field, without using 'the' 'A' or similar prefixes. Similarly, you can search by Release Title and Song Title by using the drop-down menu above. If you can’t find what you're after, please contact us and we'll have a look for you. If you're after a specific track that appears on a compilation, enter the artist name into the search field for Song Title - this will display all the releases featuring this artist/track - including compilations and soundtracks.

2. PLACING AN ORDER
If you own a credit card (VISA, Mastercard ), you can make a purchase online. Simply click on the "Buy Now" button next to the product price and proceed through the Checkout located at the top right-hand corner of the screen. This will prompt you for your address and credit card details. At this moment in time, we are unable to accept AMEX and Electron cards. To arrange alternative payment methods such as Direct Deposit, see below.

3. METHODS OF PAYMENT
In addition to credit cards, we also accept Money Orders (payable to: MGM Distribution Pty Ltd) and Direct Deposit. To determine the total cost of your order, simply proceed throughout the Checkout system as if you were making the purchase online, fill in your address details and print the page stating the total cost including freight to your destination country. Then simply send that along with your payment to our PO Box address. Please note: we do *not* accept personal cheques, or International money orders. 


4. PRICING
 
All prices listed online are in Australian Dollars including GST. For orders shipping outside Australia, the GST amount (1/11th of the price shown) will automatically be deducted at Step 3 of the checkout process. If you would like to check what the equivalent cost is in your local currency, you can use this currency converter as a rough guide.


5. PRODUCTS

All items listed online are brand new. We may stock a handful of collectables and rarities down the line though they will be clearly noted as such in their product descriptions. Please note, the majority of CDs manufactured in Australia are not supplied shrinkwrapped as they are in other countries.



6. PRE-ORDERS

If an item is listed as a Pre-order, it means we are taking advance orders for the item before it's official release date. If you order other items along with a Pre-order item, they will be held until the pre-order item is made available. If you require those goods to be shipped without delay, we recommend you place a separate order. To find titles we are currently offering ahead of release, simply type the word 'Pre-order' into the release title field and hit the 'Search' button.


7. POSTAGE COSTS

Postage is calculated mid-way through the Checkout process and is determined by the destination country and total weight of your order. The exact postage charge is displayed at Stage 2, after your address details have been entered in. Please note: Express Post is offered for residents within Australia, and is usually a next-day delivery. However, there are some areas of the country where this delivery time is not guaranteed by Australia Post. Please head to their website to see if you fall within the 24hr delivery service area.

 


8. DISPATCH

Once you have placed an order with us, you will receive a confirmation email and a second email once your order has been dispatched. If the items are in stock, it will ship within 24 hours. Note that the warehouse cut-off for fulfillment is 3pm, so if you have selected Express Post be sure to order before 2pm AEST to ensure it ships that day. If you would like to check on the status of your order during this time simply contact us with your order number and name. Note that primary correspondence for orders is conducted by email so please ensure that you supply us with an active email address and phone number.


9. DELIVERY

Delivery times will always depend on the postal service at either end of the scale, so we have included some estimates below. Please note that it can actually take up to 6 weeks for international delivery in extreme cases, or where there has been increased security throughout the postal circuit. If you require super-fast delivery, you have the option to send the goods by Express Post (next day delivery within Australia) or DHL Courier (1-3 days worldwide). Note that a courier will incur additional shipping costs and you will need to email us for a quote before placing your order. 

 

            Within Australia 1-3 days

            Rest of the World 5-10 days 

 

It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong information, we are not obliged to re-send the order to the correct address at our expense. If an item has been lost in transit, replacement items will be despatched according to our discretion.

 

10. INSURANCE

Freight charges quoted online do not include insurance. We strongly advise that if your order exceeds AU$200, that you contact after placing your order so we can send the package with insurance. Insurance is charged at AU$7.50 for the first $100 value, then $2 for every $100 thereafter. Eg. For an order totalling AU$340, the insurance charge will be AU$11. The advantage of opting for insurance is that the package receives priority service during transit and can be tracked if delays are experienced. You are also compensated if the package is damaged or lost during transit. 

 

11. RETURNS

If you are returning an item for whatever reason, you must email us first so we can issue you with a Returns Authorisation Number. To avoid paying return postage costs, aim to keep the package of your order and write 'Return To Sender' on the package. Otherwise we will incur that cost if we are found to be at fault. We will not exchange or refund goods unless they were damaged or faulty at the time of dispatch. We take great care in ensuring all orders are packed securely to minimize damage during transit, however should you receive a faulty or damaged item, please contact us immediately and we will do our best to rectify the matter. You must return damaged goods within 20 days of receiving the goods. 

12. SHIPPING DELAYS

We occasionally hear of packages taking longer than usual to arrive, and athough rare, it is unfortunately out of our hands. In most cases, the package is delayed at customs, returned to us due to an incorrect/incomplete address or because it was not claimed within a specified time. If your package has been in transit for more than 4 weeks, please run through the following checks before contacting us:

 

Check that no-one within your household has accepted the package on your behalf.
- Look over your invoice and ensure that you have given us the correct address.

Check your mailbox for any post office slips regarding the package.

Consult your local post office and ensure there is nothing there awaiting pick-up. 

 


13. ARTIST SERVICES
If you are an artist and have a website, Waterfront offer online fulfillment for the sale of your CDs and merchandise. Whether you have CDs distributed through a label already, or if you're an independent artist - anywhere in the world. Contact us for more details.




Waterfront Records
Address:
 PO Box A1437 
Sydney South
NSW 1235 Australia
Ph: 612 9283 9301
Fax: 612 9283 8307
Email: info@waterfrontrecords.com