ORDERS
INTERNATIONAL SHIPPING & CUSTOMS
RETURNS & EXCHANGES
PRODUCTS & CARE
PRICING & SALES
GIFT CERTIFICATES & GIFT WRAP
CUSTOM ORDERS
DESIGN & PRODUCTION
PRESS INQUIRIES
WHOLESALE
ORDERS
How long will it take for my order to ship?
All orders are processed and packaged for shipment within 1-3 business days, Tuesday - Friday. If you place an order over the weekend, it will be processed and packaged on Tuesday. Once your order has been processed, you will receive order tracking information and estimated delivery date by email. Please allow 12-48 hours for tracking codes to activate. For average transit times to each region, read our complete shipping policy.
If your order includes CUSTOM or PRE-ORDER items: Please refer to individual product pages for production lead times. Custom orders currently take 2-4 weeks, and any "pre-order" product will have specific production lead times on the individual product page.
If I pay for expedited shipping, does that mean my order will arrive faster?Yes, but it will not eliminate or shorten the 1-3 day processing time before your order ships. All orders are processed within 1-3 business days, Tuesday - Friday. Expedited shipping refers to the transit time AFTER it leaves our studio. If you have any concerns about when your order might arrive, please email us prior to purchase, and we can give you an up-to-date estimate on when your order will ship.
How are orders packaged?
All orders are packaged in branded, heavy-duty cardboard boxes. All boxes, paper packing tape, inserts and fill material are all 100% recyclable. All receipts are sent by email, we do not included printed order information or prices in our packages.
INTERNATIONAL SHIPPING & CUSTOMS
Do you ship worldwide?
Yes! We ship all over the world with UPS and DHL. We only use trackable shipping carriers for international orders. You can get an exact shipping estimate on any product by following these steps: add product(s) to your cart, then click on the cart icon and enter your shipping address. This will allow you to preview the shipping price for each shipping method available in your area.
International shipping is crazy expensive! Can you offer a discount?
International shipping is expensive, no arguments there! Rates are set by shipping companies. If you live outside the US and are considering ordering multiple items at once, email us and let us know the products you'd like to order and we'll send you an estimate for the lowest shipping rate available. Sometimes we're able to help you get a lower rate by packaging multiple items together in a single box, rather than multiple big boxes.
Will I have to pay customs fees if I am ordering from outside the USA?
Customers outside the US may be subject to import taxes, customs duties, and other fees upon the shipment's arrival in your country. These fees are set by the destination country. These charges must be paid by the recipient. Contact your local customs office for further information.
Can you give an estimate of the customs fee if I'm ordering from outside the USA?
We are unable to advise or estimate specific customs fees, as customs policies vary from country to country and can change at any time. For additional information, read our complete shipping policy and contact your local customs office.
I live outside the US, can you please mark this as a gift on the customs form so I don't have to pay customs?
No. We are required to follow the law without exceptions.
RETURNS + EXCHANGES
What is your return policy?
We accept returns of unused product in original packaging and original new condition within 14 days of delivery. Sale items and custom orders are not eligible for return or exchange. Please refer to our returns and exchanges policy for a full explanation of our return policy.
I received my order, but I want to exchange it for a different product, can you help?
Yes! on standard products, exchanges may be made within 14 days of receiving your order. All claims must be authorized by email prior to exchange. To be eligible for an exchange, your item must be unused and in the original packaging. Any customized, used or altered products will not be accepted. You may receive a store credit once the item has been returned in its original condition. Please refer to our returns and exchanges policy for additional information.
PRODUCTS & CARE
How much space does each record divider take up?
Each divider is about the same thickness of one gatefold album [1/4 of an inch ~ 6mm]. 6 panel sets will take the space of about 6 gatefolds, and so on.
Will my order look exactly like the photographs?
The design will be exactly as pictured, however you should expect slight variations in wood color, burn, and grain. All of the wood is hand-selected for quality, however natural (and cool) variations may occur. Each piece of wood may have small unique visual differences. Depending on the sap content of the wood, there may be very slight variations in the burn color, and overall wood color may vary slightly, depending on the season the wood was harvested.
Why use wood record dividers?
We believe a well-organized collection will be a frequently-used one, so with our dividers, you'll spend more time enjoying your collection rather than searching through it. Aside from being beautiful, wood dividers won't create static, which is why wood dividers are a superior option to plastic or metal dividers. Our vinyl organizing products will also help prolong the life and value of your vinyl collection in two ways: 1. By sorting your vinyl with our wood panels, individual pieces will be handled less frequently which will help reduce wear and tear on album art. Instead of thumbing through your collection, you can go directly to the section you need. 2. Our panels help take the pressure off stacks of vinyl by providing even pressure in each wood panel, which will help to preserve the integrity and sound quality of your vinyl.
What kind of wood is used to make these products?
All our wood products are made from an untreated and unsealed high-grade European Birch multi-ply wood, which is carefully sourced and inspected for quality and consistency. This isn't low-grade Baltic birch with a high glue content and low quality fill, commonly found at lumber yards and home improvement stores. We do not use medium-density fibreboard (MDF) engineered wood in any of our products.
PRICING & SALES
Do you ever do sales?
Once a year we offer free or discounted shipping on qualifying orders. This happens annually, around Black Friday.
Typically we have an online sample sale 1-2 times a year, when we offer second quality, samples and/or discontinued products for sale from 20-60% off. We usually (but not always!) have one in the spring, and one in the late summer, early fall.
We offer a $10 discount on your first order when you sign up for our email newsletter here.
Why is there a price difference between stenciled and engraved record dividers?
Engraved sets are etched on both sides of every panel and take nearly twice the amount of time on the laser bed and in post-production, which makes them more costly to produce.
Why are these products so damn expensive?
The short answer: Every product is designed, handcrafted and packaged by hand, by a small team of skilled workers in San Francisco, California. We pay above minimum wage to our team because we believe handcrafting skills are valuable, but too often undervalued.
The long answer: Our products are a labor of love, and we take great pride in creating a useful and durable handcrafted product. We work hard to produce products that are useful, well-made and designed to last. Our business operates on the principle that every element of our production should be responsible considered and carefully sourced, so that we can create a durable and high quality product for our customers, which we are very proud of. We practice environmentally safe production practices, support our workers and work within our local community whenever possible. When local isn't an option, we work with US-owned and operated small businesses. Working with local and/or small US businesses allows us to have complete control over every element of our products, and it helps support our community of local businesses and fellow makers.
PRODUCT USE & CARE
How should I use dividers with my vinyl collection?
No matter how you store your vinyl (vertically like music at a record shop, or horizontally like books on a bookshelf) your collection should be stored upright, and not at an angle. Wood dividers should be stored vertically between albums to help maintain an even pressure across the surface of each album. The wood dividers will help reduce the pressure on your collection when stored correctly.
How should I care for my dividers?
Treat your panels the same way you treat your vinyl. The wood panels are very durable, however they should be handled with clean hands, as dirt or oil may discolor the wood. Panels may be wiped clean of dust with a soft cloth, and should be stored in a dry, moderate-temperature environment, just like your record collection. Vinyl and your dividers should be stored away from harsh lighting or direct sunlight. Extreme temperatures or abrupt changes in humidity may cause the wood to warp slightly; this is temporary. To remedy any warping, simply stack all your wood panels on top of one another, and weigh down with a stack of books or other weight on top. Wood should return to a flat state within an hour or so.
Can I buy replacement panels?
Yes, if you've had an accident or damaged a panel (perhaps caused by a teething puppy...true story) we can send you replacement panels - A-Z panel replacements are around $10 per letter, depending on the style. Just send us an email!
How should I care for my record tote?
If you need to wash your tote, remove the wood base before washing. We recommend washing in cool water on the gentle cycle (or by hand) to preserve the color. We do not recommend high heat or tumble-dry.
GIFT CERTIFICATES & GIFT WRAP
Do you sell gift certificates?
Yes! We offer laser-cut wood gift certificates in any amount from $25–$410. The wood certificate is made from the same wood as all of our products, so the recipient will know exactly what our products look and feel like. Gift certificates are valid only in our online shop and do not expire.
I have more than one gift certificate to use, and I can't seem to use more than one at checkout!
Our system currently does not allow more than one discount code or certificate to be used at checkout; however, we're happy to assist you! To use more than one gift certificate code at checkout, email us to set up a custom invoice, and we'll make sure to include all gift certificate codes in your order.
Do you offer gift wrapping?
We do not gift wrap, however all of our products are gift-ready. All invoices are emailed, no printed purchase or price information is included in our packages. If you'd like us to include a special message or gift note in the package, just let us know at checkout and we'll include a handwritten note on a letterpress notecard for no additional cost.
CUSTOM ORDERS
When are individual custom record dividers available for purchase?
We offer customizable record divider panels for purchase. Check our custom product collection for availability. Average production lead time on custom products is 2-4 weeks. During busy production periods (December-January) we put a hold on all custom panel orders.
Can you make a set with tabs in a different place or the letters reversed?
Yes! To speed up the design process, send us an email with the exact product name you want, with an explanation of how you'd like to customize the set (ex: tabs on top, etc). Quick customizations like this cost an additional $10-25 depending on the number of panels and take 2-4 weeks to produce after payment is received.
Can I request a custom sizes or different shape of wood panel?
We're happy to work with you to make the custom wood panel set of your dreams. Custom sets are available year round, however during busy production periods the wait time may be longer than normal. We make custom sets for CD, DVD, and 10-inch record collections, record cabinets, media storage and more. Just ask! If you have a piece of furniture that you'd like us to make custom dividers for, we can do that, too! If you'd like a price estimate for a custom set of dividers, please email us here. In order to provide you with an accurate price estimate, please include the following information in your email:
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Type of media you want custom dividers for (LPs, 45s, CDs, etc)
- the number of panels you'd like to order
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Lettering style (Engraved or Stencil) + tab size (square or long)
How long will it take to produce my custom order?
Depending on the quantity ordered and our production queue, production time on custom orders is typically 2–4 weeks. During particularly busy periods (like the holidays), we may suspend custom ordering. We'll be able to give an accurate estimate of production times at ordering.
I own a record store/record label, can you make custom logo panels or a custom set of genre panels for my shop?
We love working with labels and record shops interested in ordering larger quantities of custom panels. Custom design rates and file setup fees apply. We offer retailer discounts for larger orders. Contact us to start the conversation!
DESIGN + PRODUCTION
How are these products made?
Panels are laser-cut and engraved by highly accurate laser cutting machines. Every other part of the pre-production and post-production process is done completely by hand. Every product we produce goes through multiple rounds of inspection to ensure we're delivering the strongest, cleanest and most useful product we can. All of our wood products are hand-sanded to ensure a clean, smooth finish.
Who designs and produces this collection?
This collection is made locally by a small team of craftswomen in San Francisco, California. All of our products, packaging, and boxes are designed and manufactured by Koeppel Design in California. A few of our products are manufactured by small and/or local partners, always in the USA.
What is laser cutting?
Laser cutting machines use a high-powered laser beam to cut and engrave a variety of materials. The laser is extremely precise, making clean cuts and/or etching by vaporizing material in its pathway. These machines are guided by computer-generated designs, which set the parameters for laser cutting. The process, although beautiful and very precise, can be time consuming depending on the complexity of the design and the material.
PRESS INQUIRIES
Can I write about your design and/or products?
Sure! Download the press kit for high-res photos and our current catalog. Send any press inquiries to kate[at]koeppeldesign[dot]com.
WHOLESALE + RETAILERS
Is the collection available for wholesale?
A selection of our products are available for wholesale. If you are a store owner or buyer interested in carrying the collection, please use our wholesale inquiry form to introduce yourself! We carefully select our retail partners, giving preference to brick and mortar shops.
Is the collection available for wholesale outside the USA?
A limited selection of our products are available for wholesale internationally. If you are a store owner or buyer interested in carrying the collection, please use our wholesale inquiry form to introduce yourself! We carefully select our retail partners, giving preference to brick and mortar shops over online-only stores.
All orders are processed and packaged for shipment within 1-3 business days*, Tuesday - Friday. If you place an order over the weekend, it will be processed and packaged on Tuesday. Once your order is ready for shipment, you will receive order tracking information and estimated delivery date by email. Please allow 12-48 hours for tracking codes to activate.
*If your order includes CUSTOM and/or PRE-ORDER items: Please refer to individual product pages for production lead times. Custom orders take an average of 7-30 days to produce, and any "pre-order" product will have specific production lead times on the individual product page.
All products ship in branded, heavy-duty cardboard boxes. All invoices and receipts are emailed, no printed purchase or price information is included in our packages.
We are not responsible for any shipping errors or returns due to incomplete or inaccurate addresses provided to us at checkout. We are not responsible for shipping delays due to inclement weather, carrier operating conditions, or other carrier-related delays.
DOMESTIC SHIPPING
All products are shipped domestically via UPS Ground shipping. All orders are shipped from San Francisco within 1-3 business days of purchase, Tuesday–Friday. Once your order is packaged for shipment you will receive a shipping confirmation via email with a UPS tracking number and estimated delivery date. The average transit time is 3–7 business days for all domestic shipments. Please allow up to 48 hours for UPS tracking codes to activate after you have received a shipping confirmation from us. Please note, UPS does not deliver to PO boxes. If your order includes multiple products, your order will be held until all items are ready and will be shipped at the same time.
INTERNATIONAL SHIPPING
We ship worldwide via UPS and DHL only. Outside the US and considering ordering multiple items at once? Email us and let us know the details of your order and we'll send you an estimate for the lowest shipping rate available.
Customers outside the US may be subject to customs duties, and other fees/taxes upon the shipment's arrival in your country. These charges must be paid by the recipient. We are unable to advise or estimate specific customs and tax regulations in each country, as customs policies are set by the destination country, not the US. All packages are insured for their full value. All international customers must carefully monitor tracking to ensure their package is claimed and all duties paid at customs. Unclaimed packages are automatically returned or treated as abandoned in some regions. We are unable to offer any refunds on shipping or import fees.
All products are shipped internationally via UPS and/or DHL where available. All orders are shipped from San Francisco within 1-3 business days of purchase, Tuesday–Friday. Once your order is packaged for shipment you will receive a shipping confirmation via email with a tracking number and estimated delivery date. The average transit time is 2–4 business days for all international shipments. Please allow up to 48 hours for tracking codes to activate after you have received a shipping confirmation from us.
FREE LOCAL PICKUP
If you are local to the Bay Area and would like to pick up your order in person, we offer free pick up at our warehouse in San Francisco. Free pickup is available Monday–Friday, 10–6PM in the Bayview neighborhood. At checkout select 'Free Local Pickup'. Once your order is ready, you will receive pick up instructions by email. Any questions about pick up, please email us before placing your order.
QUESTIONS?
We’re happy to answer any questions you may have prior to purchase, and do our best to answer emails within 24 hours, Monday–Friday. If you have any questions or concerns about your order, please use our contact page, or send us an email at orders@koeppeldesign.com.
Updated June 21, 2019
RETURN POLICY
We work diligently to maintain a high level of craftsmanship and quality across our entire product line, and we want you to be completely satisfied with your order. We do our best to portray our products accurately with detailed product descriptions, measurements and photos.
We understand that sometimes things just don't work out as planned. We accept returns of unused product in original packaging and original new condition within 14 days of delivery. All claims must be authorized by Koeppel Design by email prior to return. All returns/exchanges are subject to a $5 USD restocking fee, which will be deducted from the total refund. Customers are responsible for all shipping costs.
Any used, damaged or altered or custom product will not be accepted for return or exchange. Our products are primarily made-to-order, therefore we are unable to offer returns on any items more than 14 days after your order has been delivered. Exchanges after the 14 day period are made on case-by-case basis, and may only be eligible for store credit. No returns or exchanges are permitted on custom orders, because it was made to order, just for you! All sale items are final sale, no returns or exchanges.
If you believe your order has a defect, or does not meet the high standards of craftsmanship represented here on our website, please email us with your concerns, and we'll do our best to remedy the situation.
Please note, all our wood products have natural variations in color, grain and burn. Each piece of wood may have small unique visual differences. Wood color, burn or grain dissatisfaction is not a valid reason for exchange or return.
If an item was damaged by the shipping company during transit, please send us an email with your order number, including photos of the packaging and the product. When applicable, we will assist you in resolving the issue with the shipping carrier(s). We are not responsible for damage or delivery delay caused by inclement or extreme weather, or errors/delays made by the shipping carrier.
Holiday policy:
During the holiday period of November 1 - January 15 our return/exchange period is 45 days from date of order. All other policies remain the same during this period.
TO INITIATE RETURN
To initiate a return or exchange, please email at orders@koeppeldesign.com within 14 days of receiving your order, with your order number and reason for exchange. Once your return is authorized, the items must be returned within 7 days for approval. We will generate a UPS return label on request, however the shipping cost will be deducted from your refund/store credit. If you are shipping an item with a value over $75, we strongly recommend using a trackable shipping service like UPS and/or purchasing shipping insurance. All returns are subject to a $5 USD restocking fee, which will be deducted from the refund total.
If you purchased one of our products through another retailer or website, you must refer to their individual return/exchange policy. We are unable to accept returns or exchanges from third-party sellers.
EXCHANGE POLICY
Exchanges are made on case-by-case basis. Our restock fee of $5 will be waived for all exchanges. To be eligible for an exchange, your item must be unused and in the original packaging. Any used, damaged or altered product will not be accepted. You will receive a store credit once the item has been received and reviewed by our team. To initiate an exchange, please email at orders@koeppeldesign.com within 14 days of receiving your order, with your order number and reason for exchange.
