FAQ

  • Has my order shipped?
    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.
  • Where is my order?

    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.

  • I have not received an email about my order.
    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.
  • I received part of my order but I am still waiting for something.
    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.
  • Do you ship to the US?
    Yes. We ship items all over the world.
  • How much is shipping to where I live?
    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. 
  • How long will it take for my package to arrive?
    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.
  • Why does the package tracking system say my package is still in the Germany ?
     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.
  • It has been over a month and my package has still not arrived.
    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.
  • Tracking says my package was returned to sender.
    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.
  • There was an item missing in my order.
    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.
  • My item was damaged/defective.
    We pack you order very carefully! But, 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.