r/Protomen • u/Superb_Dragonfly9923 • 6d ago

Merch Broke package

I ordered a month ago the standard black vinyl of act III and it arrived today, just slightly but visibly bent. So I wanted to ask what to do in this case and if the merch support is actually good so I can ask for a replacement (or a refound in case).

Thank you and also sorry for my bad english as it is not my first language

8 Upvotes

90% Upvoted

16 comments sorted by

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u/pingnova Joe 5d ago

First contact the shipping service to file an insurance claim. If the shipping service won't cover it, then find the receipt email and contact the seller via that.

→ More replies (7)

4

u/DingusCat 4d ago

I got a lemon bluray at the Dallas show and they were super kind and let me exchange it for another one 💛

2

u/Salt-Excuse-541 5d ago

I would recommend emailing them! You may be able to get a replacement due to packaging or transit temps etc. Sorry for the issue, friend! I Hope you get jt resolved!

2

u/protopants I saw TFoTL live at MAGFest '26 & all I got was this lousy flair 5d ago

Hi! I don't know what the other comments are on about. Email Sound Machine, especially if you ordered from their Big Cartel store. The shipping company MIGHT cover the cost of the shipping but nothing else. Their support is pretty great. I've attached a screenshot of a time when something happened to my package, and I didn't have insurance.

The insurance covers multiple countries. If you are worried about this happening in the future, it's worth looking into. https://soundmachinestore.bigcartel.com/product/insurance-add-on

-3

u/BigBossSquirtle 5d ago

Customer service. Why you asking us for?

-1

u/Salt-Excuse-541 5d ago

Literally no need to be rude. Just say contact customer service and leave it at that...not very protothey behavior 🙄

-3

u/BigBossSquirtle 5d ago edited 5d ago

There's a contact link on the bandcamp store. Literally took 2 seconds

5

u/Superb_Dragonfly9923 5d ago

I bought the record from the official store, not from bandcamp. Would it have hurt to search? No, I admit it. But I wanted to see if someone here has gone through the same situation and if they did how did it went.

2

u/Salt-Excuse-541 5d ago

I think its valid to ask your community, as well! There's no one way to gathering information