Shipping policy

Order Processing

All shipments to USA addresses are sent via USPS First Class or Priority Mail, depending on the weight of your package.

International orders are shipped via USPS or UPS.

International VAT and Customs Charges:

Prices displayed and the total at checkout will reflect the inclusion of applicable VAT and customs charges, which are added to your order based on your shipping destination.

The amount of VAT/customs fees included in your total is calculated according to the local regulations of your country, ensuring that you know exactly what you are paying upfront.

Shipping and Additional Fees:

Please note that the checkout total covers standard VAT and customs fees as calculated. However, certain countries may have additional tax or customs policies resulting in further costs, which are beyond our control and may not be included in the initial checkout total. If you have any questions about the VAT, customs charges included in your order, or any other inquiries, please contact us at store@cleorecs.com. Our customer support team is dedicated to assisting you.

Please double check your shipping address when placing an order online. We are not responsible for unreceived shipments if the customer inputs the incorrect address. If a package is returned to us do to a customers error, the customer will need to cover any additional shipping costs if applicable.

Shipments to US addresses should be delivered within 5-7 business days after you order is shipped. International orders can take up to 3-6 weeks.

All in-stock orders are processed within 1-7 business days Monday – Friday 8am – 2pm (Pacific Standard Time), not including Holidays. During high volume purchasing times, processing may take more than 7 business days.

Please note that Pre-Orders will ship within 7 business days of when the product becomes in stock.

Tracking your Order

Tracking numbers are sent out to the email used on the order. If a tracking number is not received, you can contact us to request a tracking number. USPS is the primary shipping carrier used but at times your package may be shipped using UPS, FedEx or DHL. Your confirmation email will include the shipping carrier used and how to track your package.

Tracking not updating: Tracking feature allows users to track the status of their packages which are shipped through them. Visit the shipping carrier website (USPS, UPS, FedEx, DHL) to track your package. A unique ID called tracking number is required to track the package. Shipping carriers allot a unique tracking number to each item which is shipped through them. People face many queries related to tracking such as lost tracking number, how to track a package, what is a tracking number, how to or where to find the tracking number, is it possible to track a package without tracking number, tracking not updating, etc. Tracking works absolutely fine most of the time, but there may be few circumstances where the tracking is not updating.

My tracking is not updating, what to do now?
If you’re seeing this message i.e. “Delivery status not updated” then this means your tracking information is not updated. If your tracking information is not updating then you need to first make sure that you’re entering the correct tracking number.

What are the reasons behind tracking not updating?
USPS/UPS/FEDEX/DHL tracking is an end to end mechanism. Every shipment has a barcode which is scanned as a package moves from one place to the other. A barcode is scanned multiple times before reaching the destination. You see tracking updates on your dashboard whenever a barcode is scanned. Here are a few reasons for tracking not updating:

Package Not Scanned: Barcode scanning is the reason why you’re seeing tracking updates. There is a possibility that a barcode is not scanned due to any reason and that’s why your tracking is not updating. Tracking information won’t update until the scanning is done.
Weather Conditions: Weather could be the reason why your tracking is not updating. Sometimes the packages get stuck in the middle due to bad weather conditions.
Packages are not scanned at intermediary stops: As mentioned above that a package is scanned multiple times before reaching the destination. There might be chances that a package is not scanned at intermediary stops due to unavoidable reasons or circumstances.
Broken or Unscannable Barcode: A barcode won’t be scanned properly if it is broken or unscannable.
Delay on the part of the carrier: There might be a delay on the part of the carrier and that’s why your tracking is not updating. As of March, 2020 some shipments may see delays due to COVID-19.
Package being held by shipping carrier: We have seen a small number of instances where a package is being held by a shipping carrier or local post office. We suggest contacting them find the best way to retrieve your package.

Shipping Inquiry Window

At Cleopatra Records, we strive to provide the best possible customer service. However, please note that once an order has been completed and shipped, there is a limited amount of time in which we can address any issues or concerns.

If you have any questions or concerns about your order, we encourage you to reach out to us as soon as possible. We will do our best to address your inquiry in a timely and professional manner.

Please note that if we do not hear from you within 90 days of the order being completed and shipped, we will assume that the order was received in good condition and that you are satisfied with your purchase. After this time period has passed, we will not be able to issue any refunds, exchanges, or reshipments for the order. We appreciate your understanding of this policy, as it allows us to provide fair and consistent service to all of our customers.

Thank you for shopping with us. If you have any questions or concerns about our Limited Time for Order Inquiries Policy, please contact us at store@cleorecs.com