Customer Service
Our products are currently available online a
http://www.laphilstore.com. To purchase products from online you must
create an account with us. If you do not have an account with The LA
Phil Online Store, please go to our signup page. If you have an
existing account please log in to your account with the LA Phil Online
Store and enter your email and password.
Product information is available on each individual item description page. If you would like information on an item you don't see please email OnlineStore@laphilstore.com or phone 213.972.3440, 7 days a week, 10:00 a.m. to 5:00 p.m. Pacific Standard Time
Any Associate who answers can assist you.
FORMS OF PAYMENT:
Credit Card Only. Visa, Master Card, Discover and American Express are
accepted. Be sure to include all the digits of your account number and
expiration date. Please include the billing address for your credit card
when placing an order online or by telephone. Your credit card will no
be charged until your items have shipped.
Cash and Checks NOT Accepted. Please do not send cash, checks or money
orders.
SHIPPING:
Shipping costs are calculated automatically based upon the product(s) you choose
, address information you enter and method of shipping (ground, 2nd Day, etc.) chosen.
Addresses outside the contiguous 48 United States - Alaska, Hawaii, Puerto Rico and
all international orders require special handling. To place these orders call 213.972.3440. We will
notify you via email or telephone with the shipping costs and will not
proceed with the order until confirmation is received.
In the case
of all international orders any taxes, import duties and
customs/brokerage fees are the responsibility of the recipient.
Restrictions:
We use UPS exclusively so we can not ship to P.O. boxes, APOs,
correctional facilities or any addresses requiring extraordinary
handling.
RETURNS / EXCHANGES:
Before returning any merchandise for a refund or exchange, please email
us at orders@laphilstore.com for approval.
All returns or exchanges must be completed within (30) thirty days of
receipt date. Please complete the Comments section at the bottom of the
Packing Slip with a detailed explanation of the problem and include it
along with the merchandise being returned. You will be credited for
the product value and taxes, less return shipping and handling fees.
Shipping and handling charges are NOT refundable. Sale items are
non-returnable. Returned/Exchanged items should be in the original
packaging and in saleable condition. We recommend that you use UPS or
FEDEX ground when returning merchandise. This will provide you
traceability and insurance for the shipment. Do not return items via
USPS parcel post or bulk rate.
Refunds:
Refunds (less shipping and handling) will be issued for the full
purchase price for returned merchandise provided that the merchandise is
in resalable condition when it is returned within 30 days of the ship
date on your invoice (receipt). Sale/clearance items and items sold "AS
IS" are not refundable. Open CD's, CD-ROMs, cassettes, videotapes, or
DVD's are not eligible for a refund but may be exchanged if defective or
damaged and will be replaced with SAME TITLE ONLY
If you would like to exchange any of the items that you ordered, you
must contact us within 30 days from the ship date on your invoice
(receipt). Open CD's, CD-ROMs, cassettes, videotapes, or DVD's may no
be exchanged unless defective or damaged and will be replaced with SAME
TITLE ONLY. Freight charges will be applied to any exchange and must be
paid in full before exchanged merchandise is shipped.
Damaged/Defective Item:
Damaged or defective merchandise should be reported to us as soon as
possible. We will arrange for the return and/or replacement for items
that were received either defective or damaged. Open CD's, CD-ROMs,
cassettes, videotapes, or DVD's will be replaced with SAME TITLE ONLY.
We will issue a "call tag" for the damaged merchandise and it will be
picked up by UPS at your shipping address. Replacement merchandise will
not be sent until the damaged/defective item is returned.
Non-Received/Received Wrong Item:
If your order was incomplete or if you received something that you did
not order, please contact us immediately. We will need to know what
item(s) you received in error, if any and what item(s) were missing from
your order. We will make all necessary arrangements to correct your
order. If the item was shipped in error on our part, we will also gladly
refund your shipping charges. When making a return, please fill out
completely the return form that is included in the original shipment.
This will allow us to process the return faster. We will pay for return
shipping for orders shipped in our error.
We refund shipping charges in the following cases:
- We ship an incorrect product
- We ship a broken or defective product
- The carrier damages a product during shipping
If we re-ship a product in these cases, we do not add another shipping
charge.
Returns/Exchanges in Person:
BEFORE RETURNING/EXCHANGING ANY MERCHANDISE IN PERSON, PLEASE EMAIL US
AT Orders@laphilstore.com for approval. We will provide you with
information necessary for the return or exchange. Your item must be
returned within 30 days of purchase and accompanied by a receipt.
Order Cancellations:
If you decide to cancel an order that you have already placed online,
please call us at 213-972-3416 or Orders@laphilstore.com for assistance
within 24 hours of your order.
Order Status:
Once an order is placed online, you will receive an email with a
confirmation number with your order details. Once your order has been
shipped, you will receive an Order Update email notifying you if it was
shipped via UPS. If your order was shipped via UPS,
you will receive an email from UPS with your Tracking Number.
If you have any questions please email Orders@laphilstore.com for
assistance.
The LA Phil Store reserves the right to change or modify its prices,
billing & shipping methods, or other terms and conditions applicable to
purchase at any time.
Session Time Out:
If during the time you are shopping online you decide to leave your
computer untouched for more than 60 minutes, the items in your shopping
bag will be deleted and any session information will be lost. Unless you
have an account, in which case you will be Logged Out. Items placed in
Your Bag will still be there the next time you Log-In.