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Sleeve City Help |
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Defective or Wrong Item Shipped How Do I Change the Address on a Current Order? How Do I Change/Cancel the Order After Submission?
We've always been interested in music and we began our company early in 1997 selling vinyl record products on the internet. Yes, we still listen to records, as well as SACD, DVD Audio. Since that prehistoric time (in Net Years), we've expanded to include a full line of media packaging for all disc sizes. We ship out of our warehouse in one of the music mecca's of the world, Memphis, Tennessee, home of Elvis and Sun Studios. We're very close to the music scene here. Our primary focus has always been customer service. We want you to be happy with your purchase and that's why we offer extended services like samples, no-hassle returns and you can even call us during business hours and speak to an employee about our products. Although we employ an extensive array of customer service software tools, we welcome anyone to walk in the door to see our products and pick up free samples. We're picky about the products we sell and go to great lengths to test each one. We've been known to put DVD cases in the freezer and open and close them thousands of times to make sure you are getting a quality product. If you ever need to contact us, whether to place an order or ask a question about one of our products, just click the Contact tab on the top menu. We're always happy to hear from you! Placing your order is easy and you don't have to set up an account first. Upon placing your first online order, you will be prompted to set up a free, secure account using your email address and a password. If you wish to order the product, use the drop down menu to select the quantity you need and then click the "Add to Cart" button. Your cart contains all the items you have selected and saves them until your are ready to check out. You can access the contents of your shopping cart at any time by simply clicking on the "Cart" tab on the top menu bar of every page. Alternatively, you may order by phone. Just call 901-380-4168 between 9:00 a.m. and 5:00 p.m. M-F, CST, and ask for sales. Return to Top of Page International and Canadian orders are shipped through USPS Air Parcel Post or USPS EMS Express Mail. We do not ship USPS Surface. We do not ship International Orders UPS Ground. If you select UPS Ground as your shipping method, we will email the exact costs of shipping via USPS to your email address. We will not assess any additional shipping charges without your approval. Please be aware that UPS Ground is a method only used for orders within the 48 contiguous United States. Please be advised that international orders shipped through the US Postal Service cannot be tracked and we cannot do anything to expedite these orders once they have left our shores. We can initiate an investigation when your order is seriously (30 days) overdue whereby our post office will contact customs in your country. The vast majority of slow packages will arrive before they are seriously overdue. 99.9% of all international packages arrive, but they seldom arrive on time. Please do not contact us for tracking information on these orders as we have none. Return to Top of Page Alaska, Hawaii, Puerto Rico, APO/AFO We ship Priority Mail to addresses in Alaska, Hawaii, Puerto Rico, AFO/APO, Guam and other U.S. addresses overseas. We cannot ship these packages UPS Ground. Please expect to pay between $2.00 and $10.00 more for shipping, depending on location and on weight. We will email the exact shipping costs for approval before charging your card. APO/AFO packages require customs forms and special handling, and while there is no extra charge, please allow 2-3 days additional time for processing AFO/APO orders. We're happy to ship packages to our military personnel serving overseas. You may choose among Standard Ground, UPS 3 Day Select, UPS 2nd Day Air or UPS Next Day Air. Standard Ground packages are usually shipped UPS Ground, but we may ship smaller packages Priority Mail. Packages to Alaska, Hawaii, Puerto Rico, the US Virgin Islands and APO Boxes will ship Priority Mail. We shall email you with the costs of shipping those packages. Generally, the cost of shipping small packages Priority Mail does not exceed Standard Ground rates. Larger packages will require additional postage. We will contact you for approval on any additional shipping charges.
Freight charges for large orders are estimated or not included in the price. Since we ship "Best Way," you may be better served by common carrier (truck) or may qualify for UPS Hundredweight savings. In addition, some items may require oversize boxes. You will be contacted for approval before making any additions/changes to your estimated freight charge. If no charge can be calculated on line, you will be contacted with the actual cost of the freight for your approval. We do not charge a handling fee. Because expedited orders such as Next Day and Second Day Air cannot be calculated accurately on-line for all locations, we reserve the right to charge the actual cost of freight. You may always obtain the exact freight charge by calling our offices at 901-380-4168 during office hours of 9:00 a.m. to 5:00 p.m., Monday through Friday for exact freight. Please note that delivery dates are not guaranteed with Standard Ground shipping. UPS guarantees that 3 Day Select, 2nd Day Air and Next Day Air packages will be delivered in 3, 2 or 1 business days, respectively. For example, if your 3 Day Select package is shipped on Friday, you will receive it on the following Wednesday. All orders with expedited shipping MUST be placed by 3:00 p.m.-CST. If you wish to use your Federal Express or UPS shipper's account, please include the account number and shipping method in the comments section of the order field. You will not be billed for shipping, even though the shopping cart requires you to select a shipping method. Return to Top of Page
We accept credit card payments through Visa, Mastercard, Discover and American Express. You may also pay by check or money order. Unless you have established an account with us (businesses only), you must send your payment before we ship the merchandise. For prompt delivery, please pay by credit card. Our shopping cart is secured with SSL encryption. We do not store store credit card information on the web. Your credit card is processed off-line and is stored on an isolated computer. Return to Top of Page
We accept purchase orders prima facie from government agencies and educational institutions. Companies in the United States may open an account by completing a credit application. Download a business credit application as an acrobat file. Return to Top of Page
You may track your order -- within 2 weeks of placing it -- using our online tracking page listed on the "Tracking" tab of the top menu bar. Please have your invoice number ready to enter into the form. The tracking system delivers real time information from UPS. Additionally, we will notify you when your order ships and provide you with a tracking number. If you have not received a shipment notification within 2 business days of placing your order, please notify customer service as something has gone awry. United States Postal Service orders cannot be tracked, but usually arrive within 2-10 business days. Return to Top of Page
In most cases, orders shipped Standard Ground will arrive in 2-4 business days. Orders shipping to the west coast usually take 5 business days to arrive when shipped from our central warehouse in Memphis, TN. You will receive a shipping confirmation from UPS stating when your order is scheduled to arrive. Again, UPS does not guarantee delivery time of packages shipped ground. If you require a guaranteed delivery date, please select 3 Day Select, 2nd Day Air or Overnight shipping. If you order was shipped through the US postal service, you will be able to track the pick up at our office; however, the postal service does not provide up to the minute tracking, only a delivery confirmation when the package reaches your home or office. Return to Top of Page
We take great care in packing fragile jewel cases for shipment using foam pads, bubble wrap and other padding materials. However, occasionally some breakage will occur during the rigors of shipper handling. What we do: We will either refund or replace any damaged merchandise at no expense to you whatsoever. If damage sustained is less than 25% of the quantity ordered, we will refund the amount of the damaged product. If the damage is over 25% of the amount shipped, we will replace the damaged product at no charge. We may have UPS pick up the damaged shipment; it is very important that you do not discard the damaged products. Damaged packages shipped outside of the United States will be refunded for the damaged merchandise. We cannot ship replacements overseas. If your merchandise is damaged, please contact our office within 15 days of receipt by opening a customer service ticket and selecting the category "Package damage or breakage". What we don't do: Require you to ship back damaged merchandise at your expense. We don't charge so-called restocking fees on any returned merchandise. Return to Top of Page
You may return any item in new condition for any reason within 15 days of receipt. You may elect to either receive a refund for the merchandise (less shipping) or exchange the merchandise. Our goal is for you -- our customer -- to be completely satisfied with your purchase. If the product you purchased is not what you desired, then please contact our office within 15 days of receipt by opening a customer service ticket for a Return Authorization. We will then create a return authorization which will be emailed to you as an Adobe Acrobat email attachment. You must have a proper Return Authorization to include with your return and the number must be noted on the outside of the box or the package will be refused. Return to Top of Page
Defective/Wrong Merchandise Shipped Defective merchandise and shipping errors will be corrected at no expense to you. We will issue a return label and reship, if necessary. Again, please open a customer service ticket for a Return Authorization. Return to Top of Page
Click on the Account Tab in the top menu bar and enter your email address and password. You will be presented with a screen where you may change your billing and shipping addresses. You cannot change your email address as the email address is used to identify your account. Please create a new account if you need to change your email address. Return to Top of Page
Changing Address After Order Submitted Changing your Account after you place an order will not update the order after it has been placed. If you need to change the address on an order in progress, please contact customer service immediately. Return to Top of Page
Changing Order Merchandise After Order Submitted and Canceling Orders Please contact customer service to request a change in your order or to cancel an unshipped order . If the order has not gone to shipping, we can usually make changes at your request. We cannot guarantee we will be able to change your order but will try out best to make any changes you request. Return to Top of Page
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| Email Sleeve City |
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7600 Appling Center Drive Ste 102 Memphis, TN 38133 USA 866-380-4168 Toll-Free (M-F, 9:00 - 5:00 CST) 901-381-1112 (FAX) |
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(c) 2011, Sleeve City LLC |