Ordering Questions
Other Questions
Ordering Answers
1. Your shopping cart won't let me complete my order. How do I contact you?
Drop us an email at info [at] lensrecords.com and tell us what the problem is. Unfortunately, the shopping cart does not work for some people so you are not alone! Usually we can sort it out via email and Paypal. Thanks and sorry for the hassle - we appreciate your support!
2. What forms of payment do you accept?
Currently we only accept PayPal. We recently removed our credit card processing due to the monthly fees required - they were becoming too cost prohibitive. We do not accept cash, personal checks or money orders. If you wish to pay in one of these formats, simply drop us an email at info [at] lensrecords.com and we'll see if we can't accommodate your request.
PayPal:
During the checkout process, the shopping cart program will prompt you for your form of payment. When you select Paypal, our secure site will redirect you to the PayPal site to complete the payment of your order. Once finished, you will be directed back to our server to complete your order. If you ever encounter problems ordering from the site and wish to order using PayPal, you can send your order through the PayPal system to info [at] lensrecords.com. Simply state the contents of your order in the comments field and you're all set. If we have any questions, we'll be sure to contact you.
3. I ordered a digital download product from your site. How do I download the item?
Once you complete your order through the shopping cart, you should receive a separate automated email from Lens Records that contains the link to the download you have purchased. This email should only take a few minutes to arrive. Simply click on the enclosed link to begin your download - or paste the link in your browser's address field to begin the download. If for some reason you do not receive this email, simply send us an email at info [at] lensrecords.com and we will get it sorted out ASAP.
4. I'm having problems downloading my purchased items - what do I do?
Some of our download products are large files (400MB+ in size!) and this can cause some web browsers to time out before completing the download. There are a few things you can try if this happens:
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Try clearing out the cache, cookies and temporary internet files from your web browser.
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Try a different web browser. Safari (available for both Mac and Windows) includes a handy feature that will allow you to pick up your download from where it left off if it stops for some reason.
If neither of those troubleshooting tips solve the problem, simply drop us an email at info [at] lensrecords.com and we will get it sorted out ASAP.
5. Why doesn't your PayPal checkout work?
Occassionally customers experience problems when paying with Paypal through our shopping cart. This usually seems to happen to customers living outside of the US. The problem is that the address information entered into the shopping cart does not match 100% with what the customer has entered into their Paypal account. When this happens, our shopping cart returns an error and will not complete the transaction. If this happens, please contact us at info [at] lensrecords.com and we will get it sorted out ASAP. You can also send your order to us directly through Paypal - just use info [at] lensrecords.com as the email address to send your money to and please remember to tell us what you are ordering and please include your shipping amount. We will process your order promptly and be in touch with you via email as to your order status. Thanks!
6. How soon will my order ship and what carriers do you use?
In stock orders are usually shipped within 1-2 business days. If something is out of stock or backordered, we will contact you to resolve the issue. If you are 'pre-ordering' an item, you are ordering the item before it is available to be shipped. In this case, the item will ship according to the details presented on the items detail page on the site at the time of ordering. Once any backordered or pre-ordered items are available to ship, they will ship within 1-2 business days.
All orders are shipped through the United States Postal Service. For US customers - your order will be shipped with delivery confirmation. For all other customers, your order will be shipped with a customs form but no tracking information is provided. For all customers, once your order is shipped you will receive an email from Lens Records with the shipped date and tracking information.
**Please Note: Please double check the shipping address when placing your order. Due to the difficulties related to shipping items overseas, we cannot guarantee delivery of items to any orders outside of the US. We will make every effort to make sure your order arrives safely but please be advised that for customers outside of the US, you are purchasing at your own risk. To date, we have not had any problems with foreign orders and we hope it stays that way!**
7. What is your refund/return policy?
Orders can be returned for your choice of either a full refund or for store credit as long as CD/DVD items are returned unopened and all other merchandise is returned in new, undamaged condition. If you items were damaged in shipment, please drop us an email at orders [at] lensrecords.com to discuss a solution - in most cases it will result in a full refund upon the items return to us.
Other Answers
8. Who is Lens Records?
Lens Records is an independent record label based in Chicago, Illinois. We release music in the electronic/IDM, ambient/dark ambient, rock, electroacoustic, modern classical, noise, drone and experimental genres. The Lens Records website is also a web store where we stock releases from other labels and artists. In the store you will find releases from the Aucourant, Dragon Flight, DTA, EMF Media, FTC, Hypnos, Interference, Luna, Mirage, Robotopera, Violet, Zero Music labels and more.
9. What is your demo solicitation policy?
Yes we do except demos - both solicited and unsolicited. When sending your demo, please include as much information about your band as you can including past releases, where you perform and what your goals are. What we look for in new artists is an artist who is willing and able to work with us to create a professional product. We are open to doing traditional CD/Vinyl releases, unique/custom packaging releases as well as digital only releases. In most cases, our artists are expected to assist financially in the creation and promotion of their releases. For a mailing address - please email us at info [at] lensrecords.com for our current mailing address.
We do ask that you only send music that is in related genres (i.e. ambient, dark ambient, electronic, experimental, rock). DO NOT send us hip hop, country, blues, jam band and other genres not currently represented by the releases on the label. We only respond to those demo submissions that we are interested in.
Please do not email us mp3 files as they will not be listened to
- we prefer to only receive CD demos!
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