(UPDATED November 9, 2024)
Frequently Asked Questions
How to Order?
1. Choose the items that you want to order, specify quantity, and click the Add to Cart button.
2. At the check-out page, choose your desired payment option and fill-in your shipping details and submit your order.
3. Wait for Backspacer Records’ confirmation email with your Order Number.
Is there a limit on how many items I can order?
The Japan Full Collectible set has an order limit of two (2) per customer.
The Japan exclusive acrylic stand and photocard can be bought separately without limit.
The vinyl "Fake Faces | COM•PLEX | Kanako," also has an order limit of three (3) per customer.
What are your payment options?
We accept payments via mobile wallets, bank transfers using QRPH. We also accept credit and debit cards, PayPal payments, and Billease for installment payments.
How do I pay via GCash?
At the check-out page under Payment, choose "Credit/Debit cards and e-wallets." Once you are redirected to our secured payment page, click the QRPh button at the top and it will generate a QR code for you to scan using your GCash app.
QRPh also supports payments from major banks like BDO, BPI, Metrobank, UB, as well as Maya, ShopeePay, and GrabPay, and many more.
What are your shipping options?
We offer flat rates for all local and international orders. This means that regardless of the quantity of your order, you will only pay a fixed amount depending on your location.
For Metro Manila buyers, you can have your orders shipped via GoGoXpress. In addition, you also have the option to personally pick-up your orders at the Backspacer Records Pasig store, or have it picked up by your preferred courier. Please take note that pick-ups must be scheduled first to make sure that your order is packed and ready. To schedule, email us at admin@backspacerrecords.com.
For provincial orders, you have the options to ship via GoGoXpress, or LBC. Please choose the courier that best serves your area.
For international orders, we will ship your orders via FEDEX.
Do you accept international orders?
Yes. We ship worldwide via FedEx. This option will appear when you input your international address upon check-out.
When will my order arrive?
The period for processing and shipping of orders will be November 12 to 30, 2024. Orders will be processed and fulfilled in the sequence they are received. During this period you can expect to receive your courier tracking number or pick-up notifications.
Once you receive your tracking number, you can expect your orders to arrive within:
2-5 days - Metro Manila orders
5-10 days - Provincial orders
3-7 days - International orders
Incomplete addresses (no barangays) or no PH mobile numbers indicated could result in shipping delays so please make sure you input your complete details.
I chose Backspacer Records store pick up, when can I claim my order?
Sending of pick-up notifications via SMS and email will begin on November 11. It is important to wait for our email and SMS before going to the store or booking your couriers. Please note that we process orders by the sequence we receive them. In our email and SMS to you, you will be provided with our store's complete address, opening times, and instructions for couriers/riders. 7Sins Merch for pick-up must be claimed on or before November 30 to avoid additional storage fees.
Why did my order get suddenly canceled?
Our website flags spam or fraudulent orders that appear to be placed with malicious intent, such as using stolen credit card information, creating fake accounts, or placing bulk orders that seem suspicious.
Do you accept returns and exchanges?
We have a 7-day return policy, which means you have 7 days after receiving your item to request an exchange or refund. Only items with factory defects will be considered for returns/exchanges. Change of mind or ordering by mistake does not entitle customers for item return/exchange under Republic Act No. 7394 (RA 7394). Customers may bring or ship back the damaged item/s to Backspacer for investigation. If proven that the item has factory damage or defects, a full payment refund will be processed. Exchange option is not guaranteed as we have very limited inventory of the items. Please note that additional shipping fees incurred during the return/exchange of items must be shouldered by the buyer.
How do I contact customer service?
For questions or concerns, it is best to email us at admin@backspacerrecords.com.
Messages sent via our social media pages may not be answered immediately so please email us instead.
What are your official channels?
Backspacer Records' official email in contacting customers is admin@backspacerrecords.com and our only mobile number for texting is 09284934801. Please be cautious of scammers.
Can I order other Backspacer Records items together with my FELIP vinyl and 7sins Japan merch?
We recommend that you order vinyl records separately as they have different shipping and pick-up options, and delivery dates.