When your order arrives — and what if it doesn't

We track every shipment we can. Here is how the timeline usually plays out — and what to do when it doesn't.

Expected windows

• Within Germany: 1–3 working days from the time the seller ships.
• Intra-EU: 3–7 working days, occasionally longer for distant routes.
• EU to non-EU (or vice versa): 7–20 working days, plus any time the parcel spends in customs.

These are typical windows. Slower routes happen, especially during holiday periods.

When the seller marks an order as shipped

You get an email from us with a tracking number (when one was provided by the seller). The order page in your account also updates with the carrier and tracking details.

When the parcel arrives

Open it carefully. Inspect the sleeve, the inserts and the disc/tape. If everything matches the listing, leave the seller a rating — short and to the point is fine. Ratings help the next buyer.

If something is wrong, see Returns and disputes.

When it doesn't arrive

• Check tracking if available. Sometimes the parcel is held at customs (non-EU), at a depot, or marked "delivered" but actually left with a neighbour.
• Wait the full window — 14 calendar days domestic, 30 days international — before treating the parcel as lost.
• Message the seller through the platform. They may have a lead from the carrier.
• If the seller does not respond within 5 business days of your message, contact us via support and we'll step in.

What we do for lost parcels

We mediate. We push the seller to investigate with their carrier (most carriers require the sender, not the recipient, to file a claim). For business sellers, the seller is responsible for safe delivery to your address. For private sellers, the picture is messier — but a seller who refuses to engage with a lost-parcel report will see their rating reflect it and may lose their seller status.

If you paid Path A (VOD Records direct), we refund or replace from our side.

If you paid Path B (third-party seller), see Refunds without platform escrow for what happens next.