All store policies can be viewed in our Help Center.
Delays due to COVID-19
Due to an increased number of orders, you may see longer shipping times than usual and limited product availability. Click here for more information.
Due to airline travel restrictions and cancellations, the U.S. Postal Service has temporarily suspended the guarantee on Priority Mail Express International destined to China, France, Great Britain, Hong Kong, Spain, Sweden and Switzerland. These suspensions will be in effect until further notice. The Postal Service is taking all reasonable measures to minimize impact to our customers.
USPS International Mail Service Interruption
The Postal Service™ receives notices that various postal operators are no longer able to process or deliver international mail or services originating from the United States (U.S.) due to service disruptions related to the COVID-19 pandemic. As a result, the Postal Service is currently unable to accept items destined for affected countries at any Post Office® or postal facility location, effective May 1 until further notice. Read More
Customers are not required to have a cleorecs.com account to make purchases via our web-store. You can Check-Out as a Guest.
Accepted Methods of Payment:
- Credit Card (Visa, Master Card, American Express, Discover)
- PayPal Account
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.
Note: We are not responsible for any customs fees you may encounter.
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 orders are processed within 1-3 business days Monday – Friday 8am – 2pm (Pacific Standard Time), not including Holidays.
Pre-Orders are charged to the Credit Card/Debit Card the the same day the Transaction is made. Pre-Order items are expected to ship before it’s release date. Dates subject to change.
You will be notified via email once your order is confirmed, then again once your order ships at a later date with tracking details.
If you purchase a pre-order item with a non pre-order item, all items will be shipped together.
Damage + Return/Exchange Policy
The Cleopatra team puts a lot of hard work and effort into our products and ensuring you have a great shopping experience . We wish all delivers would arrive with zero issues but, that would be very difficult. We hope you don’t have issues with your products, but there may be times when you’ll receive a package and that something isn’t quite up to par. Here are the most common types of damages and our general process for handling them.
Most common issues
Issues affecting sound quality or playback including:
- Scratches or scuffs that cause your needle to skip
- Excessive noise, whooshes, or pops
- Significant warpage (warped)
- Locked grooves that prevent the needle from advancing beyond a certain point
We prioritize these issues and will send replacements when necessary (and while stock is available).
Some of these things are normal and are not considered to be damaged. If you are ever unsure, please email us and we’ll help determine what’s normal and what’s not.
Cosmetic issues including:
- Seam splits (on the jackets, internal sleeves or clear sleeves)
- Dinged or bent corners
- Miscellaneous print defects and other imperfections
While it’s never ideal to receive products with minor cosmetic damages, we generally do not replace for these types of issues (unless it is severe).
How we approach replacements
Most everything we produce is limited in quantity so we, unfortunately, are unable to replace everything. That said, we do hold some stock to send as replacements when warranted.
Generally speaking, we will replace things when the playback is impacted, or if cosmetic damage is severe (meaning, if something is crushed or damaged in multiple places).
- 15 Day Return/Exchange Policy for all items from the day item is delivered.
- Some items can not be returned if they are opened. These include cds, dvds, and vinyls.
- Merchandise that has been worn, used, or altered will not be accepted for return or exchange
- Customers may encounter return fee of 2.9% + $0.30.
- Shipping & Handling is non-refundable.
How to request a replacement
If you receive something that is damaged and would like to request a replacement, please submit a replacement request through this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new
Once received, we will review and get back to you with the next steps.
11041 Santa Monica Blvd.PMB. #703
Los Angeles, CA 90025
If an item purchased from Cleopatra Records is in new condition, you may exchange your item for a different one. You will not be subject to a restocking fee in this case, but you still will have to pay shipping costs. Items will only be accepted for exchanges if the process is initiated within 15 days of when the product is received.
Sometimes you might receive an item that is not to your liking (outside of damages). We do accept returns on our CDs/DVDs/Vinyl. The customer will need to cover the return shipping costs and will also encounter a return fee of 2.9% + $0.30. Items will only be accepted for returns if the returned process is initiated within 15 days of when the product is received.
Damages + Returns FAQ’s:
I received a damaged item and requested a replacement. Should I return the damaged copy?
Before sending back a damaged item, please make sure to contact us using this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new. Once your return/exchange is approved, we’ll let you know how to send back the damaged item back to us.
I was sent the wrong item, Is there a return label that I can receive to send them back?
While this rarely happens, sometimes you may receive the wrong item or one that you never ordered. Do not panic! Send us an email using this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new, and we will sort everything out. As far as the item received in error, just hold onto them. Once you contact us, we’ll let you know the next steps.
Cancellations must be requested within 24 hours from when the order was placed.
Customers will be charged a 2.9% + $0.30 cancelation fee for requests made after 24 hours.
Cancellations due to order processing difficulties:
Cleopatra Records may be forced to cancel your order due to circumstances that arise during processing.
Your order could be cancelled for the following reasons:
- The item(s) is no longer available
- We were unable to process your payment
- We are not able to ship to the address provided
- A duplicate order was placed
- Pricing or promotions errors
- Product set-up errors
You will receive an email detailing that a cancellation has occurred and credit or authorization holds will be removed from your account based on the tender used.
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.
Vinyl Record Disclaimer
Vinyl records are manually made one at a time in a hydraulic press. They are not mass-produced by machines like CD’s or DVD’s. To make each record, steam from the hydraulic press softens plastic PVC pellets to form a vinyl record as the stampers push an impression of the master recording onto it. Because they are made from a softened plastic, not every copy will be perfectly flat. They will still play without skipping and with no loss to sound quality.
This policy covers how we use your personal information. We take your privacy SERIOUSLY and will take all measures to protect your personal information.
What Information Do We Collect?
We only collect information that we need that is related to your order. This includes your:
- Billing Address
- Shipping Address
- Email Address
- Credit Card Information (we do not store your credit card data)
In addition we also collect information on your IP address, browser type, and Refer URL data. We use this data to prevent hacking attempts, help us know what web browsers people are using, and find out where our visitors are coming from so that we can improve our marketing.
How Is My Information Used?:
Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE.
Security and Storage:
Only your order data, billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.
Cookies and Browser Information:
Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.