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Here are answers to some of our most frequently asked questions. To see an
answer, simply click on the question below. To return to the list of
questions, click the 'Back to top' link following the answer.
If your question is not answered here, please
contact us.
What software do I need to listen to the audio clips?
When are orders shipped?
How do I know that you have received my order?
How can I track my order?
How can I qualify for the Free Shipping offer?
How do I know if the titles I ordered are in stock?
What if there is an item I want to purchase that is out of stock?
When is the website updated with new titles?
How is my credit card information protected?
Can my order be shipped to an address other than my billing address?
Can my order be shipped to a PO Box?
How does a COD order work?
Can I place an order from a country other than the United States?
Can I place an order from an APO or FPO?
What is the return policy?
Why can't I view my cart / check out?
What if my question is not answered here?
What software do I need to listen to the audio clips?
You will need a current version of RealPlayer in order to listen to the
audio clips on our site. You can download the latest version by clicking
here
and following the instructions on that page to install the player.
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When are orders shipped?
All orders placed Monday through Friday before 2pm PST (5pm EST)
are shipped the same day.
Orders placed after 2pm PST (5pm EST) are shipped the following business day.
Orders are not shipped on Saturday or Sunday.
Please be aware that FedEx does not deliver on Saturday or Sunday.
Special request Saturday delivery is available with Next Day air shipping only.
There is an additional $15 fee for Saturday delivery.
If you require a Saturday delivery, please select the "Next Day Air With
Saturday Delivery" option from the shipping menu when you check out.
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How do I know that you have received my order?
Immediately following your check out, you are sent an email confirming receipt
of your order. This email contains a copy of your entire order, including your
shipping information. If you do not see this message in your Inbox, please
check your Bulk/Spam/Junk Mail folder.
If you have an account, you can also login and access your order status from the 'My Account' page.
If you do not receive a confirmation email, or if anything regarding your order
is not correct, please contact us.
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How can I track my order?
Once your order has been shipped you will receive a second email
which includes an updated invoice of your shipment and a
tracking number. You can track your order by clicking on the
link in this email, or by going to the
Track Order section of the
website.
If you have an account, you can also login and access your order status from the 'My Account' page.
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How can I qualify for the Free Shipping offer?
Free Fed Ex ground shipping is offered to all customers in the
continental 48 United States. If you are ordering from Hawaii or
Alaska you may receive the free shipping via USPS. (Please be
aware that all orders shipping USPS are shipped once a week). In
order to qualify for free shipping you must:
- Order $50 or more in merchandise (not counting sales tax), and
- Select the free shipping option when you check out.
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How do I know if the titles I ordered are in stock?
Our website features a real time database, which means that all inventory
displayed as "in stock" when you place your order should be
available. Please be aware that a title is not secured for you until your
checkout process is completed. If we discover a title is out of stock once
your card has already been charged we will issue a credit to your card for
the missing merchandise and any applicable shipping and sales tax costs.
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What if there is an item I want to purchase that is out of stock?
Restocks are received everyday, Monday through Friday. If there is a particular
title you want that is out of stock, you can request an automatic email
notification which will be sent to you the instant that title is
restocked. To request notification, simply click on
'Request'
next to the title and enter your email address in the indicated field.
When you are logged in, this will also add the title to your wishlist for later reference.
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When is the website updated with new titles?
New releases are added to the site everyday, Monday through Friday. All of the
releases which have been sampled through out the day are available on the
site at midnight US Pacific Time.
Typically our biggest update occurs at midnight on
Wednesday (Tuesday night). To request a biweekly new releases update
email, please click here and enter
your email address.
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How is my credit card information protected?
The security of all your personal information, especially your credit card
information, is of the utmost importance to us. When you place an order,
your card information is immediately transmitted to our card processor via
secure online transmission. Once your card is charged all sensitive
billing information is destroyed. For more info on security of your
personal information please see our
privacy policy.
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Can my order be shipped to an address other than my billing address?
If you are a first time customer you must receive your order at your
billing address. If you would like to ship your order to a different
address, you will need to put the shipping address on file with your
bank. This policy is the best method for protecting both us and our
customers against fraudulent transactions.
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Can my order be shipped to a PO Box?
Yes, please choose the USPS shipping option when you check out.
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How does a COD order work?
A COD (cash on delivery) requires that payment be remitted to the FedEx
driver at the time of delivery. Payment must be made by money order or
cashier's check only. No business or personal checks will be accepted. For
the most updated order total, please refer to the invoice included in your
shipping confirmation email. Checks should be made payable to
DanceRecords.com.
Please note: CODs are only available to customers located in the US
(except Alaska and Hawaii). There is a $9.50 service charge for CODs.
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Can I place an order from a country other than the United States?
We do accept orders from countries outside the United States. However, in
order to protect against possible credit card fraud, you will need to fax
us the following information: a legible copy of your credit card, a
legible copy of your photo id, the name of the bank that issued your
credit card, and the phone number of that bank. All information that you
fax to us will be protected, and destroyed as soon as it is verified. You
will not need to send a new fax with each order. If we are not able to
verify your information, your order will be canceled.
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Can I place an order from an APO or FPO?
Yes, please choose the USPS shipping option when you check out.
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What is the return policy?
We do our best to insure that all records are in good condition at the
time of shipping. However, we realize that vinyl can be easily damaged in
transport. Additionally, records sometimes have manufacturing defects that
we were not aware of at the time of shipping. Therefore, we offer the
following return policy on damaged / defective items:
If you receive an incorrect item we will gladly exchange it for the
correct one. If there are damaged items in your shipment, you must
request a return authorization before we will ship any replacements.
This is to ensure that your claim is handled accurately and efficiently.
To report a misshipment or request a return authorization, please
contact us.
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Why can't I view my cart / check out?
AOL users:
If you are using America Online (AOL) to access our site, you may get an error
message during checkout, saying that the website is not responding or that
the web page could not be opened. This error is due to the setup of the AOL
network, and can occur more frequently during peak usage times.
One way around this problem is to use a full "external" version of Microsoft
Internet Explorer (instead of the "integrated" version that comes with AOL).
To do this, follow these three steps:
- Download and install the latest version of Internet Explorer:
- Once the latest version of Internet Explorer is installed, sign on to AOL
as you normally do to establish your connection to the Internet.
- Finally, while you are still signed in to AOL, start your full
version of Internet Explorer. If you use Windows, you will probably start
Internet Explorer by going to the Start menu, choosing Programs,
and then selecting Internet Explorer.
If you have followed the above instructions and are still unable to checkout,
please see below for more information.
Other Internet Service Providers:
Many customers experiencing timeout problems have been able
to check out successfully after clearing out their web browser's disk cache
(a.k.a. "temporary internet files"). Below are the instructions on how to do
this if you use Internet Explorer.
IMPORTANT:
Please note that doing this will delete all stored browser information
from your hard drive, which may include shopping carts from other websites, and
so on.
Instructions for Internet Explorer:
From the "Tools" menu, select "Internet Options..." and the Options window
will pop up. In the middle of that window is a section for "Temporary
Internet files." If you wish to review the cache contents before clearing,
click on "Settings..." and then click on "View Files..." and "View
Objects..." to see the cache contents; click on "OK" or "Cancel" when you
are done to return to the "Internet Options" window. When you are ready to
proceed, click "Delete Cookies..." to delete any cookies stored by Internet
Explorer, and "Delete Files..." to delete any temporary files. When finished,
close your browser window and restart Internet Explorer as normal. You should
now be able to view your cart or checkout successfully.
Still having problems?
If you still have problems,
you may wish to try installing another web browser, like
Firefox or
Netscape.
If you have tried the above and are still having problems, please
contact us.
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What if my question is not answered here?
If you have any other questions or concerns that have not been answered by
the information presented here, please
contact us.
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