FREQUENTLY ASKED QUESTIONS - MAILORDER
What kinds of payment do you accept?
Cruz Del Sur Music Store accepts all major credit cards (Visa, Mastercard, Postepay, American Express and Discover), bank/debit cards (As long as they have the Visa/Mastercard/American Express/Discover logo on the card) trough PAYPAL (www.paypal.com). We also accept bank account deposit.
I do not have a credit card. Can I still place an order?
Yes, you can! Contact us trough the contact form, and ask us how to do it. However, we prefer to deal with more secure payment gateways such as Paypal.
Is Cruz Del Sur online store secure?
We understand that many consumers are concerned about Internet security. However, we employ secure technologies to store sensitive information and protect it while in transit over the Internet, and we do not process any credit card payment trough our online store. All transactions are handled trough secure payment gateways such as Paypal. There is no safer way than that, believe us. We want you to be able to shop with us with complete confidence. If for any reason you feel uncomfortable shopping with us online, we invite you to send your order through the e-mail contact form.
How much does shipping cost?
It depends on the country you live in. We can ship to virtually any address in the world. Our shipping system is organized in different zones (Europe, the Americas, Asia and Oceania) and based on weight. The heavier the parcel, the more the shipping cost. The online store has an automated shipping calcualtion system, and will notify you of any charges before you end your transaction. And no, we do not charge any handling fees.
All foreign packages are shipped via AirMail, which might take anywhere from 2-7 days (within Europe) to 7-14 days (rest of the world) from the date shipped. Sorry, we have no special option or insurance available for foreign orders at this time. Once an international order leaves our warehouse we can not track it, and so far 99% of the time our foreign deliveries make it to their destination in a timely fashion and in good condition.
We are also NOT responsible for any customs, duties or taxes incurred on your shipment. You are responsible for paying these fees if required by your countries' customs agents.
How long will it take for my order to arrive?
This really depends on a few different factors: order method, where you live, international shipping time etc. A typical order for in stock items being shipped to a European address normally takes from a couple of days to two weeks – often less, sometimes longer. Foreign orders will take anywhere from 2-7 days (within Europe) to 7-14 days (rest of the world) for delivery.
Pre-Orders
As indicated in our website, pre-orders for Cruz del Sur Music's CDs and Vinyls are shipped on partcular street dates when said products become available. You will have to pay upfront, and the items will be shipped as soon as they reach our warehouse and become available. In case of delays or cancellations, your money will be refunded.
I live in a foreign country and my package hasn’t arrived yet! What can I do?
Sometimes foreign orders get held up in customs, or returned to us because of address problems. Returned orders can be re-shipped, but if a foreign order does not come back to us, the first thing to do should be to contact your local post office and ask for information. Just contact us and talk to us, and we'll try to help you settling the problem. It is therefore important to say that usually ALL orders arrive to destination, and sometimes it is just matter of waiting a few extra days to enjoy your purchase.
Can I return an item if I don't like it?
No. We will only substitute items that have arrived broken, opened or in an unsatisfactory condition. If this happens, contact us, and possibly provide a digital picture of the damaged product. We'll do our best to assist you, but if you buy a record that you do not like because of the music, well, we can't do much about it. We will also not take responsibility for damaged jewel cases where none of the other components of the CD (liner notes, CD itself or backing) are undamaged. Jewel cases are fragile things and postal/shipping workers are clumsy people. Should you receive an otherwise undamaged item in a smashed jewel case, please do not complain to us about it as we can do nothing about it.
What happens if my order does not arrive or if something is missing from my order?
If this happens please contact us via email. Please include all order details in your email, and possibly, send us back the order confirmation e-mail to allow us a faster processing time.