Important customer information

Payment

PAYMENT

We are accepting the following methods of payment:

1. Cash
2. Pay Pal
3. Advance payment by Euro bank transfer (EEC Europe only)
4. Bank draft in Euros drawn on a German bank
5. Orders are usually dispatched by post from our warehouse within 12 hours of receipt. Orders for special titles from abroad may take 2 - 4 weeks. We attempt to keep every item in our catalog in stock, but we are not responsible for the unavailability of goods. We retain the right to restrict quantities.
 

Information about shipping & shipping costs

 

SHIPPING GENERAL

Hydra Records is offering very competitive shipping rates to worldwide destinations. 
We take great pride in the quality of our releases, and we take customer service seriously. As a music specialist, a mail order company for 35 years, we know everything about shipping. We are choosing strong and clean boxes to make sure you will receive your goods in perfect condition. 

Questions about international shipping

  • Q: Are you shipping worldwide?
    A: Yes. We ship items all over the world.
  • Q: How much is shipping to where I live?
    A: The shipping cost depends on the weight of the package, and the destination address. The shipping can range from one day to several weeks, depending on the shipping method and the final destination. Detailed information please see below

An easy way to calculate your shiping costs:

For accurate shipping costs on your exact order to your exact address, see below or contact us.

Information for music fans in the USA and Canada 

We are also specialized in direct sales to collectors and fans all over the world. We are offering our own brand and a selection of thousands of often hard-to find European music CDs, vinyl 45s and LPs, DVDs, books, and merchandise at very competitive prices.

The majority of titles are available and usually ready to ship in 1-2 days. As we are music fans and collectors ourselves, we know how important personal service and confidence are. We are protecting your personal data using today's latest security technology in order to protect you from identity theft and credit card fraud.

We are respecting and protecting your privacy. Hydra Records will not rent or sell your name or any other personal information to any third parties, and we will not flood your e-mail account with unwanted junk. We are happy to help!

Shipping costs Europe

EUROPE ZONE 1  -  5.99 Euro

Austria, Belgium, France, Greece, Liechtenstein, Luxemburg, Malta, Monaco, Montenegro, Netherlands, Poland, San Marino, United Kingdom, Vatican City

EUROPE ZONE 2  -  6.99 Euro

 Albania, Andorra, Belorussia, Bosnia Herzegowina, Bulgaria, Czech Republik, Denmark, Estonia, Finland, Hungary, Iceland, Ireland, Italy, Latvia, Macedonia, Moldova, Norway, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine

 

 

 

 

 

Shipping & shipping costs

Germany

Postage per order 3 Euro  (free postage on orders over 20,00 Euro.

We ship against pre payment only

Bank Details

Postbank München  IBAN DE56 7001 0080 0427 7718 03    BIC:  PBNKDEFF 

International Fees

EU – CDs per order 3 € /  LPs, Books, Box Sets,etc per order  5 €

Europe – CDs per order 3 € / LPs, Books, Box Sets,etc per order 15 €

 Welt: – CDs per order 5 € / LPs, Books, Box Sets,etc per order 16 €

 IMPORTANT NOTE: shipments not registered are shipped on buyer's risk.

Shipping costs do not include local taxes or custom charges that might apply.

 

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 Hydra Records, we will contact you when the package arrives and discuss further action.
If your package was returned because of a mistake on Hydra 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.

 

 

 

 Approximately parcel running time:

Please notice this does not include: 
The package may still be under customs clearance process.
The package may wait at your local post office for being picked up. 
The package may have been returned to sender.

 Destination

Bulk/ Registered Mail

Parcel

Central Europe

usually 2-3 days

usually 1-3 days

Norther Europe

usually 2-4 days

usually 4 days

Easter Europe

usually 2-4 days

usually 3-4 days

Southern Europe

usually 2-6 days

usually 3-4 days

Western Europe

usually 2-4 days

usually 2-4 days

North America

usually 3-6 days

usually 6 days

South America

usually 6-9 days

usually 8-9 days

South Africa

usually 5-8 days

usually 8 days

Australia + New Zealand

usually 4-8 days

usually 8 days

Asia

usually 3-6 days

usually 7-8 days

 

 

 

 

FAQ - Frequently Asked Questions

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: I have not received an email about my order.
A: Check your spam folder.
You did not provide Hydra Records with an email address.
Your order has not been shipped yet. For more info regarding your order, contact rockithydra@t-online.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, Hydra Records will provide updates via email and/or the website.

 

 


 

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.
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.

  

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. If the order hasn´t been shipped already, we´ll be glad to try and combine shipping. Please contact us.

 

Q: I accidentally ordered the wrong item.
A: Contact rockithydra@t-online.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 rockithydra@t-online.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 rockithydra@t-online.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.


 

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 rockithydra@t-online.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 rockithydra@t-online.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 rockithydra@t-online.de.

  


 

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 rockithydra@t-online.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 Hydra 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.
 


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 rockithydra@t-online.de

 


 

Payments


Q: What payment methods do you accept?
A: We accept Paypal, Cash and payments to our bank account. We do not accept prepaid gift cards, except for Hydra 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.