SALE

FAQ

 
 
 
 
 
 
 
 

Shipping

Q: Has my order shipped?
A: Orders that can be immediately fulfilled will be processed and shipped within 48 business hours . For orders placed around the holiday season, please allow extra time for processing orders.
Orders that are waiting on backordered or preordered titles will be shipped when the last title on the order arrives unless separate shipping lines were purchased to break up the shipping of an order.
Once an order is placed on the website you will receive an order confirmation email for the purchase and a second email once the order has been shipped containing tracking information.

Q: Where is my order?
A: Once your package has been shipped, you will receive a shipping confirmation email containing a tracking number you can use to track your package.
For orders shipped within the United States, if your tracking has not updated and you have not received your package for 2 weeks past the estimated delivery date, please contact info@bear-family.de.
International packages sent via DHL cannot be tracked once they have left the Germany, until they have arrived at their destination. For more information on international shipments, see the International Shipping FAQ.

All other inquiries regarding the status of your order that cannot be answered otherwise, contact info@bear-family.de.

Q: I have not received an email about my order.
A: Check your spam folder.
You did not provide Bear Family Records with an email address.
Your order has not been shipped yet. For more info regarding your order, contact info@bear-family.de.
 
Q: I received part of my order but I am still waiting for something.
A: In this case, you have selected to have multiple shipping lines, meaning you paid for shipping for items that could be sent out immediately, and then again for items that are on backorder or preorder. Those items will be shipped when they arrive at our warehouse or near their release date. If release dates change, Bear Family Records will provide updates via email and/or the website.
 
 

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International Shipping


Q: Do you ship outside the US?
A: Yes. We ship items all over the world.
 
Q: How much is shipping to where I live?
A: Shipping rates will vary depending on the part of the world we are shipping to, the weight of your order, and the shipping method you choose.
Here you can find detailes information https://www.bear-family.com/payment-dispatch
For accurate shipping costs on your exact order to your exact address, you can walk through the checkout process on our website until you get to the shipping section to see actual amounts based on the shipping method of your choice without having to complete the transaction.
 
Q: How long will it take for my package to arrive?
A: Shipping times will vary depending on where you live. Shipping via DHL first class international can take anywhere from 2 weeks to over a month due to customs clearances.
Customers in Asia and Australia typically will have the longest waiting times for their items to arrive.
 
Q: Why does the package tracking system say my package is still in the Germany ?
A: International shipping does not update package tracking once it has left Germany until it has arrived at its destination. The tracking will show no movement on the package since its Germany departure.
 
Q: It has been over a month and my package has still not arrived.
A: The package may be caught at customs and is still being processed.
The package may be at your local post office waiting to be picked up. Call your local post office with your tracking number.
The package may have been returned to sender.
 
Q: Tracking says my package was returned to sender.
A: In the case that your package was sent back to Bear Family Records, we will contact you when the package arrives and discuss further action.
If your package was returned because of a mistake on Bear Family Records’s part, we will confirm with you and then attempt to resend the package.
If your package was returned because you have provided an inaccurate address (ie, you moved and did not update address, provided a wrong address) or you did not pick up your package from your post office/failed to accept package when it was delivered, and still want your order, we will require that you pay additional shipping costs to resend the package.
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Changing an Order

Q: Can I add to my order/combine
A: We appreciate your business, and would love to accommodate as much as we can for you, but recently due to the high volume of orders (thanks to you!) we are not able to accommodate modifying orders or shipping options once an order is placed. If you would like to order additional items, they must be separate orders.
We are not able to combine orders to save on shipping once an order has been placed as well. Thanks for your understanding!
 
Q: I accidentally ordered the wrong item.
A: Contact info@bear-family.de and we’ll try to get you sorted out.
 
Q: Can I cancel my order?
A: – For orders that are immediately available to ship, you may cancel your order up to 24 hours after placing the order by contacting info@bear-family.de. Once the order has shipped, we are unable to cancel the order. 
For pre-order/back-order items, you may cancel your order at any time until the estimated ship date. Once the order has shipped, we are unable to cancel the order.
 
Q: How do I change my shipping/billing address?
A: If your shipping/billing address was incorrect at the time your order was placed, please send the correct address to info@bear-family.de as soon as possible.
Once an order has been shipped, we are no longer able to update your shipping address.
Orders can be processed in less than 24 hours, so alerting us to an address change as soon as possible will help ensure you receive your package in a timely manner.
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Problems with an order


Q: There was an item missing in my order.
A: Was your missing item a preorder or backorder item? It’s possible that you paid for separate shipping for that item and that it will be coming later. It will say on your invoice if the missing item was preorder/backorder.
The missing item may have been out of stock, in which case you were issued a refund for that item and an attempt was made to contact you via email to let you know of the refund.
If you are just missing an item on your order, contact info@bear-family.de with the order confirmation email attached or a photo of the invoice you were sent so that we can easily access your order information and we will send you the missing item.
 
Q: My item was damaged/defective.
A: – If you have a damaged or defective item, please send a picture of the damage, or in the case of damage that is only audible, such as a record skip, please send video of the record playing at the skip to info@bear-family.de along with your order confirmation email.
 
Q: I received the wrong order/item.
A: If you received an incorrect item, please send a picture of the item along with your order confirmation email to info@bear-family.de.
  
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Digital Media


Q: I didn’t get a download card with my LP.
A: Not all releases come with download cards due to licensing agreements with the artists, labels, or estates. Releases that come with download cards will say so on the packaging.
If the packaging on the LP clearly states that the title comes with a download card inside, and there isn’t one, contact info@bear-family.de.
 
Q: I’m having a technical issue downloading my MP3s.
A: Contact info@bear-family.de.
 

 

Refunds / Returns


Q: I want a refund on my order.
A: Refunds on orders that are immediately available to ship will only be honored within 24 hours of placing an order. Once an item has shipped, we are not able to cancel the order.
Refunds are honored on pre-order/back-order items until the day the order ships. Once the order has shipped, we are not able to cancel the order.
Refunds will be given for out of stock items.

Q: I want to return my order.
A: All sales are final on orders. Returns are not accepted unless your item is damaged or defective in which case, please refer to the “Problems With An Order” FAQ topic.
 
Q: International returns
A: If you want to return items from international countries, please get in contact with our customer service to get a return authorization. Because we must know the reason why you want to return the item. If you get the ok from our customer service, you can ship the item back to us. You must pay the postage for the return (please send also a notice how much the return postage is). If the item is defective or if we sent you a wrong item, we refund you the money for the postage and send you a free postage replacement or we make a credit note. If you don't like what you ordered, you  have to pay the postage for the return and after we received the item we make a credit note only for the price of the item and not for the postage of the return. Please notice that we only accept original sealed returns of items you don't like.
The credit note remains in your Bear Family Records customer account and you can remove it from the payment of your next order. Please tell us if you want that we refund the payment directly back to you, and then we will refund the payment with the same payment method you paid with for this order.
 
Q: National returns (Germany):
A: If you want to return items from Germany, please get in contact with our customer service to get a return authorization. Because we must know the reason why you want to return the item. If you get the ok from our customer service, we send you a return formular and a postage sticker for the free shipping of the item back to us. You don't have to pay the postage for the return. If the item is defective or if we sent you a wrong item, we make a credit note after we received the item.  If you don't like what you ordered, you have to pay the postage for the return and after we received the item we make a credit note and refund only the price of the item with the same payment method you paid for the item and not the postage of the return. Please notice that we only accept original sealed returns of items you don't like.
The credit note remains in your Bear Family Records customer account and you can remove it from the payment of your next order. Please tell us if you want that we refund the payment directly back to you, and then we will refund the payment with the same payment method you paid with for this order.
 
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Contact Us!


Q: What if I can’t find an answer to my question?
A: If still have a question, feel free to contact us at info@bear-family.de
 
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Payments


Q: What payment methods do you accept?
A: We accept all major credit cards or Paypal. We do not accept prepaid gift cards, except for Bear Family Records Gift Cards.
 
Q: When am I charged for an order?
A: You are charged for your order at the time your order is placed regardless of the stock availability of an item. For instance, if you order an item that is a preorder or backorder, you are charged at the time you place the order. We do not accept delayed payments, sorry.
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Special offer discounts
 
Q: How to use the voucher for the special offer discounts?
A: Please Login in your account on our Bear Family Records web site. Then add the items you want to your shopping cart. Please control your ordern in the shopping cart, if everthing is ok, then enter the voucher code for the whole order in the field voucher number/code with the originally writing, as you get it from us (large and lower case  letters) and confirm with enter the arrow at the left end of the same field. The discount substracted automatically from your invoice amount for all the items that are discountable (please note that some items are not discountable). 
 
 
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