Frequently Asked and Answered Questions

Website questions

1. How do you ship items and how much does it cost?

Shipping is $2.99 for the first item and $1.00 for each additional item.

Economy shipping is free on orders over $25.00.

We usually ship First Class or Priority Mail. Local orders for in-stock items often will arrive in a day or two. We often get orders to California in three days if it's in stock when you place it. If you order a big box of books, we might ship it Media Mail, but that usually adds only one day to the delivery time.

Your order might come in several shipments if that will get them to you more quickly. There is no extra charge for this service.

In stock items typically ship within 24 hours.

Most pre-orders are shipped to arrive on release date. Sometimes we are a day early or late. Of course, if you order something we don't have the day before it is supposed to be released, it will take a few days longer.

2. Do you ship to North Korea, Freedonia, Panem, Narnia, or Canada?

We only ship within the U.S. at this time. We especially apologize to our Canadian neighbors. We want to make sure our website is great before we expand outside the U.S.

3. There was a problem with my order.

That stinks! We are so sorry. Please e-mail us at Independentonline@gmail.com or use our customer service form.

4. Is in-store pickup available?

Yes. If our site says something you want is in stock, call us and we will hold it until you come in. You don’t need to pay until you pick it up.

If you want to pick it up in another another Independent location, call that location and ask them to get it for you. You can also e-mail Independentonline@gmail.com or use our customer service form to tell us what you want and where you would like it to be sent. Transfers between stores normally take 1-3 days.

5. What is your return policy?

www.Independent.com will accept any unopened or defective return within 45 days of purchase. Please contact us to set up the return.

If the item we sent you was defective or not what you ordered, we will replace the item and reimburse you for shipping it back to us.

If you changed your mind and don’t want what you ordered and you haven’t opened it yet, we will refund your purchase price, but not the shipping fee.

If you don’t like what you bought and it is not longer sealed and still in good condition, you can sell it back for cash or store credit at one of our locations. Please see item 2 under the "Real World store questions" section below for our trade-in policy.

6. Can I use my Frequent Buyer Points on Independent.com?

Yes, as long as the e-mail address on your Frequent Buyer Card matches the e-mail address you used to set up your Independent.com account.

7. I have a gift certificate/card from one of your stores. Can I use it online?

Not at this time. Sorry!

8. I have a gift certificate/card from one of your stores but don't know what the remaining balance is. How can I find out how many gold doubloons I have left?

If you have a receipt from the last purchase made with the gift certificate/card then you can find your remaining balance at the very bottom of it. If you have not made a purchase yet or do not have the most recent receipt, give one of our stores a call or ask an associate next time you stop in. We'll be more than happy to let you know!

9. In what condition will the pre-owned items I purchase arrive to me?
All pre-owned items are guaranteed to play/work/be readable and are 100% returnable if this is not the case (within return policy guidelines - see above). We sell items we consider to be in very good condition or better. Condition of packaging may vary.

You are purchasing the disc only. Any download codes that may have come with a new copy are not guaranteed. You might receive a working download code. If so, consider it an early birthday present from Independent. Unfortunately, we have no way to verify that codes have not expired or been used by the previous owner.

10. I am a reseller or I want multiples copies of a rare item.
We are not a wholesaler and we don't handle shipments for third parties. Too often this leads to price gouging and/or customer service problems. If you are a legit business, a company that specializes in Consumer Direct Fulfillment would love to work with you.

If you are buying an extra copy of a rare item for a friend, we suggest that you have your friend place their own order. This way we will know that you both are fans and nobody is trying to buy the copy you deserve. Orders for multiple copies of rare items often are delayed or cancelled. We are doing our best to offer low prices on rare items to true fans and collectors.  

11. When will you charge my credit card?
We will charge your credit card right before your order ships.  

12. I buy vinyl.
Colored vinyl - Depite what our site may say, colored vinyl is often limited to the initial pressing only. You very likely may receive black vinyl, especially if a title is more than a few months old. Why? Record companies rarely tell us when they revert to black vinyl.

Vinyl isn't perfect - Prestine covers are rare. So is perfectly flat vinyl. We will send you the best looking copy we have and deal with any isses you have. Please email Independentonline@gmail.com if you receive a record that is unsatisfactory.

Vinyl pre-orders: Our ability to fill pre-orders depends on record labels' ability to produce enough records to fill pre-orders. We do our best to fill all orders, but unfortunately, shortages and delays are common, especially with limited edition records. Orders for vinyl should not be considered "confirmed" until the record is safely spinning on your turntable.  

13. How can I change my credit card?
Sorry to hear that. Our site doesn't have a way to automatically change the payment on an order you aready placed. (We are sorry that this is inconvenient. Blocking off credit cards this way helps us keep your card number secure and prevent a bigger inconvenience.)

In order for us to charge a different credit card, we have to ask you to place a new order. After you have done that, please let us know so we can cancel your original order. If you order was for a limited edition item that is sold out, you won't be able to order, so please contact us. We will give you a way to place a new order and keep your original place in line.

Changing the credit card on file in the My Account section will change the card we charge for future orders.

Real World store questions

1. I want to talk to you about something.

We want to hear from you. Find out how to reach us on our Contact Us page.

2. I would like to trade-in or sell some of my old media.  How does that work?
We'll buy back all of your pre-owned CDs, Blu-ray discs, DVDs, video games, and certain video game systems. Our Annex, Platte Ave., Pueblo, Security, and North Academy locations will buy your old books too. You don’t need to set up an appointment.  Go into any Independent during business hours and we'll take care of you. Prices are determined by a range of factors including condition, popularity, how many we have in stock, etc. so we can’t give you a quote before we see your stuff. We will make you a good cash offer and we will give you even more if you want store credit.

3. Will you donate a gift certificate to my charity?

We make those decisions locally. Please check with the manager of your favorite Independent store.