Frequent questions

Frequent Questions:

How can I contact Surface Records?
You can contact us going to the main upper menu and clicking in [CONTACT] or simply by sending an email to with your question, doubt or comment in detail.

What payment methods do you accept?
We accept all major credit cards (VISA, MasterCard, American Express,), PayPal

Bank transfer only custumers living in Japan.

When will my order be processed?
Between 3-72 Hrs. after your payment, in special cases we will need little bit more time but always we inform by message. (COVID-19 is causing some delays).

How long will it take to receive my order?
Once you place your order, please allow 3 to 48 hours for the shipping of your package.

Delivery in Japan will normally take between 1-2 days except Sunday & holidays.

Australia, Asia, Europe, Middle-East, North & Central America (by airmail registered service) normally takes between 10-17 days, (Due COVID-19 situation delivery times has been affected), for more details by Please refer to our shipping policy.

Will I be charged taxes and customs?
The prices shown on our website do not include import duties and taxes.
In the event that your order is held at customs it means you may have to pay duties and taxes.
Import taxes, duties, and related customs fees may be collected once your order reaches its final destination, and are determined by the local customs office.
The payment of these duties and taxes is the complete responsibility of the buyer (importer), each country has different regulations regarding this. For more details on these duties and taxes, please contact your local customs office.

How do I return an item?
We only accept returns of defective, damaged or incorrect items, please contact us within 5 days of receiving your order. Please provide your order number as well as the reason for return. Our customer service team will review the return request and send more
instructions if return is approved.

All returns must be in original condition with the packaging intact.

For more information please review our returns & cancelations policy.

Will my returns be covered?
If the reason for the return of the product is not due to the fact that it arrived damaged, defective or incorrect, we will not be able to refund your shipping costs or any other service related to your order; We will only refund the amount of the product if applicable.

What if the items I received are defective / incorrect / damaged?
Please contact us within 5 days of the receipt of your order, if you received an incorrect, damaged, missing or defective merchandise. Please include your order number, item photos and all related references when you receive your package. We will try our best to solve your case successfully as soon as possible.