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Frequently Asked Customer Service Questions


If you are experiencing difficulties with any aspect of our site or need to get information about your order, our Customer Service department is eager to help. We respond to all inquiries as quickly as possible. Please review our frequently asked questions below to find the answers to all of your customer service questions.



 
1. My order was shipped, but it hasn't arrived yet. Where is it?

In general, we find that a shipment being transported via US Postal 1st Class Mail will take an average of 4 to 10 Business Days for delivery. At times it may take a bit longer, depending on the region and the local Postal Service. Please check the shipping address that you entered in the shopping cart to be sure that it is correct (you can check this by looking at the address in your confirmation emails or by checking the "Your Account" section on the ArkivMusic Home Page).

For orders being shipped to Canada, we use either the Us Postal Service and/or DHL WorldMail. DHL WorldMail is a service that brings shipments into Canada, and then enters them into the Canadian Postal Service. Unfortunately, no tracking information is available for DHL WorldMail shipments. Normally, shipments arrive within two weeks, but we have seen others successfully delivered after 25 days.

If you are concerned about an unusual delay, please contact us via email and we will be happy to investigate further.

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2. I need to return one or more items from my order. How do I arrange for a return?

In order for us to process a return as quickly and efficiently as possible, we need to assign a Return Authorization Number. It is very helpful to have as much information as possible regarding the item that you would like to return. In particular, if you let us know the seven digit ArkivMusic order number, the title of the item(s), and the reason for the return, it will help to expidite the process. Click here to see our full Return Policy.

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3. How do I cancel or make changes to my order?

Although it is difficult for us to make revisions to orders after they have been placed and confirmed (since orders are typically entered into our shipping system within 15 minutes of completing checkout), if you send us an email asking us to make a change -- such as combining orders, canceling orders, or adding items -- we will try to accommodate your request as best we can. In general, the sooner you send your request, the better. However, please be aware that in most cases we will not be able to revise an order once it has been assigned for shipment.

Please note that we are not responsible for packages lost or returned due to an incorrect or incomplete shipping address. Returned items will be credited. If you still wish to receive the item, you will need to place a new order.

If you would like to cancel an item/order that is backordered, please send us an email and we will take care of the cancellation.

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4. Did my order go through?

One way to be sure that your order has been completed is by getting to the order confirmation page where you will receive your 7-digit order confirmation number. You will also receive an order confirmation email once your order has been accepted.

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5. When will my backordered item be shipped?

A backordered title is a product that we regularly keep in our warehouse, but we have currently sold out. Backorders normally take about 2-3 weeks to ship. If your title is a Special Order item, it is a product that we don't normally keep in our warehouse. Special orders typically take between 3-6 weeks to ship.

We will continue to try to obtain backordered items for 45 days. If the item has not arrived in our warehouse after 45 days, we will cancel the order and notify you via email.

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6. Does ArkivMusic ship outside of the U.S. and Canada?

ArkivMusic currently ships orders to the following destinations outside of the U.S. and Canada: Argentina, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Bermuda, Brazil, Cayman Islands, Chile, China, Costa Rica, Cyprus, Czech Republic, Denmark, England, Ecuador, Egypt, Fiji, Finland, France, Germany, Greece, Greenland, Guatemala, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Jamaica, Japan, Korea (Republic of), Kuwait, Latvia, Liechtenstein, Luxembourg, Macao, Malawi, Malta, Mauritius, Monaco, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Norfolk Island, Northern Ireland, Norway, Panama, Papua New Guinea, Peru, Poland, Portugal, Saudi Arabia, Scotland, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Trinidad and Tobago, Turkey, United Arab Emirates, United Kingdom, Venezuela, and Wales.

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7. How do I update my email address/password?

You can update your account information by clicking on the "Your Account" link on the ArkivMusic home page -- or just click here!.

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8. How much do you charge for shipping? What about multi-disc sets?

Our standard 1st Class U.S. Mail charge for one item shipping within the U.S. is $2.99. You can find all of our shipping rates (1st Class Mail as well as Next Day and 2nd Day Air) for U.S. orders by clicking here. For Canadian shipping rates, click here. For all other countries, click here.

For shipping purposes, multi-disc sets (even very large boxed sets) count as 1 item. Due to the higher cost of shipping large multi-disc sets outside the U.S. and Canada, each set containing 10 discs or more will be subject to a shipping surcharge, as explained in our Help section about international shipments.

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9. Do you have a wish list?

Yes. To add items to your wish list, simply click on the grey "Wish List" button for that item. When you add an item to your wish list, you are taken to a page that shows all of the items currently in your wish list. To remove an item from your wish list, click the grey "Remove" button for that item. To purchase an item from your wish list, click the gold "Add to Cart" button. You can also move an item from your shopping cart to your wish list by clicking the grey left-arrow button next to the item in your cart.

You can view all of the items in your wish list at any time by clicking "Wish List" in the navigation bar found at the top of every page. Please note that in order to use the wish list feature, you need to create an account with us (if you do not already have one) consisting of your email address and a password. You can access your wish list from any computer by logging in to your account on our site. To create or log in to your account, click "Wish List" in the navigation bar found at the top of every page.

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10. Why was I charged tax on my order?

ArkivMusic has a corporate presence in the states of California, Connecticut, Florida, Minnesota, New York, and Pennsylvania, and we are required by law to collect and pay sales tax on orders shipped to those states.

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11. Can I mail my order, or send it via fax?

While we do not currently have a call center to accept questions by phone, ArkivMusic can be reached by fax and regular mail. If you prefer to transmit your orders offline (we accept checks and money orders -- please make checks payable to "ArkivMusic LLC"), or need to contact us via fax or mail, we can be reached at:

Fax Number: 610.649.4397
Mailing Address: ArkivMusic LLC, P.O. Box 654, Bryn Mawr, PA 19010

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12. How do I contact Customer Service?

If you need to contact our Customer Service Department, please send an email to .

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