Please note that lead times can vary substantially from week to week. In certain circumstances we can deliver within 24 hours, in many others it could be 3 or 4 weeks; this is largely dependent on the unit quantity and packaging you require.
IIf you are planning an upcoming release, we recommend that you give us a call or drop us an email to find out current lead times and chat through feasible dates and deadlines. We are of course happy to try and meet demands. If you have something urgent with a specific deadline date, please ensure you let us know as early as possible so we can look to schedule the order into our processing and production schedules.
All goods are dispatched to you through leading global courier companies. All deliveries will require somebody to sign for the goods at the address you have specified, so please make sure somebody will be available at home, in the office or at the warehouse. We will always tell you when your goods are dispatched so you are able to plan receipt of your order. Unfortunately our courier companies will not be able to specify the delivery time until the day of delivery, although some couriers will text you with an ETA where possible.
Our couriers generally deliver Monday to Friday, 8am to 6pm as standard, so please choose an address where someone can be available to take delivery during this time period. Some of our couriers can offer AM or Saturday deliveries for an additional charge, so please let your DMS contact know if this may be required and they can check if this option in available for your order.
We use a variety of couriers, depending on the shipment size and final destination the carrier we will use will generally be:
Smaller UK deliveries: APC
Larger UK deliveries: UPN
London deliveries: Private courier
Deliveries in mainland Europe: DB Schenker
Deliveries to the rest of the World: UPS
We do also use other couriers on occasion, such as Royal Mail, Parcel Force or TNT.
We will always notify you as to who your shipment is with so you are able to track the delivery where this is possible (London deliveries and Pallets are unfortunately non-tracked services).
Please bear in mind that once your consignment is with a courier we cannot be held responsible for any delays to their service.
We deal with a variety of distributors on a daily basis and are well versed in their specific requirements for delivery. However, in order for us to fulfil their requirements we would need to know which distributor you will be using at the time of your order being placed into production. Any late requests for delivery to distribution companies can incur delays and/or additional charges to ensure the deliveries meet their stringent delivery requirements.
Any orders being shipped within the UK will be liable to VAT being applied at the standard rate of 20%. If your order is being shipped within the EU then VAT will also apply at a rate of 20%, unless you are VAT registered and can supply DMS with a valid VAT number.
Orders shipped outside of the EU will be invoiced without VAT, however import duties and taxes will be payable in the country of delivery. These duties and taxes will be based on the value of the goods (which includes DMM cutting and metalwork, which will be added to test pressing shipments where applicable, and other set-up charges, along with delivery costs) and vary from country to country.
We urge you to check with your local tax office to ensure there are no nasty surprises upon delivery – some countries can apply quite hefty rates to vinyl/CD products and some also have rules about individuals importing large quantities of goods. Unfortunately, DMS cannot be held responsible for these duties, taxes or rules and regulations.
Once you order is confirmed as despatched you will receive an email from our logistics team informing you of a delivery date. If your order has not arrived in the stated time frame, please reply to their email and they will check on its status for you.
We understand how frustrating it can be when your eagerly awaited order arrives, and the boxes look less than perfect, but do not panic! Please sign for the delivery as damaged (if there is no option to note this, please sign ‘damaged’ as your name) and then take clear photos of all damage, from the outer boxes, inner boxes and the contents themselves, and let us know how many damaged units you have, if any, along with sending us the photos. This will allow us to place a claim with the courier company and resolve the problem as quickly as possible.
Please let us know as soon as possible. Production and our courier companies both have time limits for placing claims, so to ensure we are able to resolve any problems quickly and easily we advise you to check your order immediately upon receipt and flag any problems within 7 days of receipt with your account manager.
DMS strive for customer satisfaction so if you are not happy, we are not happy. In this unlikeliest of events, please do not hesitate to get in touch. No matter how small or trivial it might seem, just let your account manager know and they will start an investigation. Please let us know the exact details of the problem, including quantities affected and your account manager will then advise if any further information, photos or samples will be required.
If you would like to order a CD repress, please get in touch with your account manager from the original order. If you're not sure who that was, please feel free to contact us and we'll be sure to put you in touch with the right person.
There is nothing better than coming into work, sitting down at your desk, opening your emails and seeing happy clients heaping praise on yourself and your colleagues with a job well done. So yes, by all means please shout about your experience of working with DMS.
If you have a release campaign/date/party then do let us know the details and we would be happy to share any relevant info and links on our social media too.