The Official Matador Records Store Frequently Asked Questions

CONTACTING THE MATADOR STORE
I am offering Gr8 deals on s0ftw4re and v14gr4. How do I contact the Matador Store?
To get in touch with the Matador Store, send an email to store@matadorrecords.com.

ORDERING INFORMATION
Hey comrade, this whole capitalism thing is new to me. How, exactly, do I order things off of your world wide web store?
As you browse or search the site, add the items you want to the shopping basket. When you are ready to buy, press the checkout button, and then fill in the order form with your full name, email address, street address, and credit card details. You will receive an order confirmation once your order has been accepted, and then a second email when we mail your purchases.

Oh wait, I didn't want that Interpol record after all. How do I cancel my order?
If you want to cancel your order, please tell us as soon as possible. We cannot guarantee always to be able to cancel items from an order - if your order has already been sent out, we won't be able stop it. This means that, generally, the only chance to cancel arises when we are waiting for products that are out of stock. Cancellation requests must be sent by email, quoting your order number, to store@matadorrecords.com.

I ordered the LP, but I wanted the CD! Is there any way I can exchange it?
Yes, there is. If the item has already shipped, email us (store@matadorrecords.com) to let us know about the problem, and return the unopened item to the address we provide. When we receive it, we'll credit your account for the item, and you're free to re-order it in the correct format.

Unfortunately, we're unable to refund shipping, so please be careful when placing your order and make sure you pick the right format

I live outside the US and Canada, can I order from the Matastore?
Yes! We recently began shipping to select European, South American, and Asian countries. If we do not currently ship to your country, please try ordering from the Beggars Group Mailorder Store instead, they'll ship anywhere.

SHIPPING & DELIVERY INFORMATION
I'm thinking of ordering a CD from Matador, and it hasn't arrived yet. What gives?
The telepathy and time-traveling aspects of our mail order store are not fully functional yet, but we have Stephen Hawking working on it. Until then, here's how our shipping works:
When we have the items that make up your order in stock, it will be shipped on the business day following your order. We use first class US Postal Service for regular shipping, which will take 2-9 days depending on the destination. We also give you the option to use UPS Ground, 2nd day or overnight services for an extra fee.

Oh, really? Tell me more about UPS.
The base price for ordering with UPS is $7.50. UPS can be more cost-effective if you're ordering a number of releases but probably isn' the best option if you're ordering 1-2 items. HOWEVER, UPS allows us to track packages, a feature that we don't have from USPS yet.

You can select from a variety of shipping and delivery methods and check their prices using the postage calculator in your shopping basket.

You can also choose to give us a third party delivery address, so you can send your order as a gift.

Please note: Do not give us ox address, as these deliveries will not be possible with UPS. Also, to ensure the speediest and most accurate delivery, where possible have us ship to a work address.

Shipping Rates

2nd Day and Overnight Air are also available for an additional fee.

Customer in Hawaii and Alaska, add $10 to Overnight and $6 to 2nd Day Air.

Canada shipped via USPS International Regular Mail:
1st Item: $6.00
Each additional item based on weight

GUARANTEES
Do you guarantee anything when I buy stuff? What's the basis of our social contract?
All items are guaranteed to be brand spanking new and they should reach you in perfect condition. CD cases do occasionally get cracked in the post, and we will send replacements if this happens. We will only replace items that are defective, or sent in error.

This is subject to the buyer notifying the company within five working days of receipt of the goods and giving a description of the damage / defect. Do not send anything back without our permission. Please report faulty items by email to the Matador Store (store@matadorrecords.com) - we will send you return instructions.

Your orders are processed by Matador Records, which is a US-based record label.

PRIVACY
Shouldn't you have a privacy policy? Everyone else does.
Yes, and here it is.

This web store is run by Matador Records which is owned jointly by Matador Records and The Beggars Group.

We want to look after all data fairly and securely. Any information you give us about yourself will be stored by us and may be disclosed to, processed and used by ourselves, or Easy Pay (a division of Chase Merchant Services) who assist us in providing services to you. e.g. we may use the information to confirm identity or credit details, for fraud prevention procedures, money laundering checks, audit confirmations or debt collection procedures. This may involve transferring your data to countries outside the United States economic area. Matador Records or Easy Pay may use and analyze your data to give you information about products and services which may be of interest to you.

We will not disclose your information to any other third parties.

You must keep secret any personal identification numbers or other security codes that we give you for access to the Matador Records web store system, and comply with all reasonable instructions that Matador Records issues in relation to keeping such personal details safe. You should also make sure that any internet payment transaction you make is done in a secure environment. So make sure no one is looking over your shoulder, right!

TERMS AND CONDITIONS
You know what I really like? Terms and conditions. Whenever I install or update anything, I can't get enough of reading them. Do you have any I can read now?
We can only accept Mastercard and Visa cards for payment. Your card is debited only after the items are sent.

Credit card fraud attempts will be reported to the authorities.

When entering credit card details take GREAT care that they are correct as this is the most common cause of delays. The credit card number is the long number across the middle of the card (NOT the "Card No." sometimes printed at the bottom) and it should contain no letters. Enter the expiry date (NOT the valid from date).

Thanks for shopping with us!