FAQs

Mail Order

All products displayed on the web site are in stock (unless otherwise specified). Orders are typically dispatched within 3-5 business days from receiving payment and are usually mailed Priority Mail via courier.

To order an item, simply click on the “add to cart” link next to the product and it will appear in your shopping cart. Once you have finished, you can review the contents of your cart and get a quote for the full cost of the order by clicking “view cart” and entering your billing and shipping information.

IMPORTANT – SHIPPING INTERNATIONAL:

Around the world our products can also be shipped from:

Rub-A-Dub records in Glasgow, Scotland

Hardwax Records in Berlin, Germany 

Underground Gallery in Kobe, Japan 

Sadly due to current world events and the ongoing global pandemic. Some countries’ mail and shipping services may not be functional or capable of delivering packages. Other countries may be experiencing extremely high shipping rates as well.

We realize many in Africa, South America, Australia, India, Southeast Asia & the Pacific love Detroit electronic music as well.  It is for these reasons we have developed our own digital delivery system for our music. Stay tuned for upcoming events that will guide you folks who need “The truth” to where you can get it.

US delivery times is usually 3-5 days, and international delivery times 3-21 days depending on what country you are in.

Every parcel that we send out is insured against loss, theft or damage, so you can order with confidence – in the unlikely event that you do not receive your order, or receive an order which is damaged, then we will either refund you or resend the order free of charge.

If you’re in Detroit, you can also visit our Somewhere in Detroit Outlet store and you can request a Guided Tour of the Museum. Please make an appointment first.

How can I place an order?

Just Add to Cart the items you would like to purchase. If you are ordering T-Shirts or Apparel please make sure to choose your size (from the available stock). You will be able to create your Account before or after going to the Cart Checkout. You will need to provide your email, password, billing address (and shipping too if it’s different) before you can make the payment.

What method of payment do you accept?

At this time we accept PayPal and Credit Card via PayPal only.

Can I order over the phone?

No, orders can be placed online or in person at the Somewhere in Detroit Outlet store.

How do I know that you have received my order?

You will receive an email notification with the Order# and breakdown. You can also view your placed order on My Account >> Orders

You will receive a second e-mail within the next 3-5 business days once the order has been processed and shipped, including the shipping#.

What if I receive a faulty product? Who do I contact in case my record is defective?

Please contact us at escaped@submerge.com with Subject: Return with your Order# and details on the defective item.

What qualifies as a faulty/defective item?

With records obviously a record that skips or the label art isn’t attached properly. Or has excessive noise or hiss. Be forewarned that many records from Detroit are low-fi productions, meaning they are produced by sub-standard studios so they may have more noise than a major label recording.
For T-Shirts/Slipmats/Hoodies please be advised that they are hand stamped individually and therefore each one will be slightly different but misprinted or absurdly misaligned prints will qualify for an exchange.
For bags, broken zippers, handles, wheels, cuts in the fabric or misprinted logos may qualify for a exchange depending on how long you’ve had it. We expect to be notified of a defective/faulty item within 24-48hs once the order is delivered to you.

How do I know if an item is in stock?

All products listed are in stock, and our website is updated in real time to ensure that stock levels are as accurate as possible. Occasionally, an item may be subject to a stock level error – if this occurs, we will e-mail you to notify you of the unavailable item, and you will not be charged for it.

Why are certain items in stock and others are not?

It costs money to make them, sometimes we don’t have it. Welcome to the underground.

An item I saw recently on the website is no longer listed - can I still order it?

Our listings are updated in real-time to show only in-stock items, so if an item goes out of stock, it will no longer appear and cannot be ordered.

Do you have a physical store I can visit?

Yes, Submerge has a Somewhere in Detroit Outlet store. Please make an appointment when you are in town. No appointment, no entry.

Is it possible to collect my order from your offices, instead of having it mailed?

Due to COVID-19 restrictions this is suspended until further notice.

Can I add items to an order I have already placed?

We cannot update an existing order, but you may cancel and replace it as long as the order hasn’t shipped out. Please email us at escaped@submerge.com for instructions.

What if my PayPal payment is not authorized?

If you think something was entered wrong or had internet issues, please make sure you have good connection and all the details are correctly typed in and you can retry submitting your payment. Please contact your bank to confirm you have limit available and are authorized to make the payment and if your payment is declined.

What if I do not like the products I have ordered? Can I return them?

Returns are only accepted for faulty/defective items. Please listen to the soundbytes carefully before placing an order and seek other DJs opinion and advice.

Delivery times

The time that your order takes to arrive depends on your distance from the USA, and on the efficiency of your local postal service.

Please note that these times are only estimates based on our previous experience of sending to your country.

  • US and Canada: delivery times normally takes 3-5 working days.
  • UK: delivery times normally takes 4-8 working days.
  • Western Europe (excluding France & Italy): delivery times normally takes 4-14 working days.
  • France, Italy and Eastern Europe: delivery times normally takes 5-15 working days.
  • Latin America and rest of the world: delivery times normally takes 7-21 days.

Depending on factors beyond our control (for example local delivery problems, and customs inspections/delays) this can take longer. 

Do you ship to every country? Is there any place you don’t ship to?

We ship to every location where USPS gets to, that’s pretty much everywhere. For international orders, please note that all taxes, duties and fees incurred upon arrival of the package to each country are customer’s responsibility.

How much is the shipping?

We try to keep our costs as low as possible and offer you the best rate possible.
We are currently using USPS Priority Mail and Priority International.

How long does it take to get my records?

Normal processing times will take between 3-5 business days to prepare and process your order, plus the shipping times (i.e another 3-5 business days if you choose regular shipping within the USA). So in total it can take about 10 business days for you to have it delivered.

Can you guarantee delivery on or by a specific date?

We cannot guarantee delivery on or by a specific date, we will try to dispatch your order as soon as humanly possible within our normal processing times.

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