Do you have questions about our website? Then we have answers! This F.A.Q. page is updated frequently.
For instructions on navigating our new website - including making updates to your account, adding a discount code to your order, or utilizing our search filters, please view our tutorial by clicking here.
Q: Why did you change the site?
A: We have updated our website so that customers can experience more flexible shopping across all devices (mobile, tablet, and desktop) and effortless shop between our sister stores, ArkivMusic and ArkivJazz. Our team is continually working on developing new features, an easier user interface, and making improvements on the features you've come to know and love. Be sure to visit regularly to see our on-going improvements!
Q: Why do I have to create a new password?
A: We take your privacy and data very seriously. We’ve updated our password requirement policy to keep your accounts safe and secure and to reduce the risk of fraud. To ensure all passwords comply with our new requirements, all users will need to reset their passwords the first time they log onto their Arkiv accounts. We highly recommend using unique passwords for each site you create an account, including Arkiv.
At least 6 characters
Mixture of letters and numbers
Include at least one special character: ! @ # ? ]
Does not allowed repeated or a series of characters (ex: AAAAA or 12345)
Does not allow a keyboard series of characters (qwerty or poiuy)
Must not match previously used password
Q: How can I locate my old wish list?
A: You should be able to access your wish list by signing into your account and selecting "Wishlist" in the top right-hand corner of your browser. If you had a wishlist on our previous websites but do not see the wish list in your account, please contact us so we can assist you. If you are on a mobile browser, please sign in then click here to access your wishlist.
Q: Why is PayPal no longer available?
A: Our payment gateway is no longer offering PayPal as a digital payment solution. We are working with them to resolve this issue and will add PayPal (or another digital payment solution) back into our checkout process as soon as we can.
Q: Where can I find the tracking number for my orders?
A: To view the tracking number, sigh into your Arkiv account and then click "My Account" on the top right corner of your browser. From there, select "Orders" to see an overview of your orders and "Details" directly to the right of the order overview to see all the details of your order including the tracking number.
Q: Why can’t I see my previous orders?
A. We are still working on migrating previous order history to our new platform. If you have an open order with us that was placed on our legacy websites, please contact customer service for updates through our Customer Service Portal. Per compliance requirements, we will make all order histories within the last 12 months available on demand.
Q: Why can’t I see items in my cart in a dropdown menu?
A: You can still review all the items in your cart by clicking on the cart icon on the right-hand side of the browser window.
Q: Why are the shipping charges different?
A: ArkivMusic has moved to using a weight-based shipping table provided by USPS, which is standard practice across most eCommerce stores. This shipping table ensures that we are charging the appropriate shipping cost for each order.
Q: Is the free shipping VIP membership program still available?
A: At this time, we have discontinued the VIP membership program for new members and renewals. We will continue to honor any active memberships. Although we no longer offer free shipping, we are continuing to work on ways to add value to your Arkiv experience (including launching our new website).
Q: I am ordering for a tax-exempt organization. How do I request a tax-exempt customer role for Arkiv orders?
A: To request tax-exemption status, first create a customer account on Arkiv. Next, email us at firstname.lastname@example.org with your request plus proof of a valid tax-exempt certificate for our records. Our team will review your request and documentation then, if approved, assign a tax-exempt customer role to your account.
Q: Why is there a delay in shipping my order?
A: We're experiencing longer shipping delays from our distribution centers, manufacturing centers, and labels, many of which are in Europe, due to reduced staffs to ensure proper social distancing.
Q: Why am I being signed out between ArkivMusic and ArkivJazz stores?
A: In order to seamless remain logged in between both stores, make sure you have accepted cookies so that our pages will display correctly in your browser. If you aren’t sure if you have accepted or not, check for a pop-up that will display at the bottom of your screenand select, “Accept.” These cookies help our website identify if you’ve come to our website before and are not harmful. If you have accepted cookies and are still logged out between stores, please try using either the Firefox browser or Chrome in Incognito. There is a known bug affecting a small number of users, and our team is working on addressing the issue.
Do you have a question not covered above? We will be continually updating this section as we receive feedback from YOU - our amazing customers. Please send us your questions, comments, or concerns through our Contact Portal.