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.
Can I add to my order/combine?
They appreciate your business and would love to accommodate as much as they can for you, but recently due to the high volume of orders (thanks to you!), they 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. They are not able to combine orders to save on shipping once an order has been placed as well. Thanks for your understanding!
Can I cancel my order?
For orders that are immediately available to ship, you may cancel your order up to 24 hours after placing the order by contacting
[email protected] Once the order has shipped, they 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, they are unable to cancel the order.
How do I change my shipping/billing address?
If your shipping/billing address was incorrect at the time your order was placed, please send the correct address to
[email protected] as soon as possible.
Once an order has been shipped, they are no longer able to update your shipping address. Orders can be processed in less than 24 hours, so alerting them to an address change as soon as possible will help ensure you receive your package in a timely manner.
My item was damaged/defective. What do I do?
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 the video of the record playing at the skip to
[email protected] along with your order confirmation email.
I want a refund on my order. What do I do?
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, they 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, they are not able to cancel the order. Refunds will be given for out of stock items.
What payment methods do you accept?
Bear Family Records accepts all major credit cards or Paypal. They do not accept prepaid gift cards, except for Bear Family Records Gift Cards.
How to use the voucher for the special offer discounts?
Please Login into your account on our Bear Family Records web site. Then add the items you want to your shopping cart. Please control your orders in the shopping cart, if everything is ok, then enter the voucher code for the whole order in the field voucher number/code with the original writing, as you get it from them (large and lower case letters) and confirm with enter the arrow at the left end of the same field. The discount subtracted automatically from your invoice amount for all the items that are discountable (please note that some items are not discountable).
