FAQ

If you are experiencing problems with your download please click here and state which release you are having problems with.

Orders

Can I add an item to an order I’ve already made?
We are unfortunately unable to add items to existing orders.

Can I combine more than one order to be shipped together?
We are unable to combine any orders.

My order includes a physical pre-order item – will you send out my package when everything is in stock?
We will hold your entire order until the pre-order release is ready to be dispatched.

My order includes a digital pre-order item – how do I download it?
You will receive an email on the day of release informing you that the digital pre-order is available to download. You can then login to your account and download all your purchased releases.

Shipping

Do you ship internationally?
Yes, we ship internationally. You can find the latest international shipping rates during the order checkout process – all rates are updated via a live API direct to Australia Post.

Will I be charged GST and customs charges if ordering for delivery to a country outside of Australia?
For customers ordering for delivery to a country outside Australia the prices payable for goods are exclusive of GST and local taxes and the customer is responsible for payment of any local taxes payable including GST, and will be required to pay extra for delivery and clearance where necessary.

What about Customs charges?
If you are ordering goods for delivery outside of Australia, please note that your parcel may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be paid by you.

Chapter Music Store has no control over additional charges in relation to customs clearance. We recommend that you check with your local customs officials or post office for more information regarding importation taxes / duties that may be applicable to your order.

You will be the importer of record and responsible for any import tax and duty that may be borne. In addition, any charges for import clearance will be borne by you, the customer.

How long will it take for my order to arrive?
We ship AU orders using Australia Post – express deliveries should reach you within 1-3 working days. For international orders we use Australia Post International – delivery times will depend on your location.

Will my order arrive in good condition?
Chapter Music Store pays great attention to the way that orders are packed, and we try our best to get your orders to you in mint condition. We employ a dedicated team of packing staff who pack orders securely and tidily in specially made recycled cardboard packaging.

You dispatched my order a while ago and I haven’t received it, is it lost?
Australia Post will consider an AU package lost after 15 working days have passed from the day it was shipped to you. International packages will be considered lost after 25 working days have passed. Please contact us via Customer Support if this time has lapsed.

Downloads

An account is created for you during checkout to remember all of your previous orders for your convenience – from here you’ll be able to review and download order details including PDF receipts as well as all your previous release purchases.

How to I download a digital release?
Once you have successfully purchased a release from the Chapter Music Store, your release will then be available for you to download two ways:

1. via a link within the completed order email sent to you on successful payment.
2. via a link within the Your Downloads section of your account summary.

What happens if I accidentally delete all my downloads from my hard drive?
All digital release links within your account are set to expire after two months (60 days), and are each limited to a maximum of three (3) downloads – after this the downloaded digital release files becomes your responsibility so please make sure you backup your purchases.

Why can’t I find my downloads when I log into my account?
Please check that you are logging into the same account that you used when making your purchase.

What happens if my download is corrupt/has glitches in it?
Please let us know immediately – if there is any problem with a file then we need to replace it as soon as possible. You can contact us via Customer Services.

The download won’t start
This could be because of slow connection speeds. Download speed problems will almost always be caused by local or network issues.

– If you are using a dial-up connection, for instance, you can expect even just a couple of tracks to take quite a while to download.

– For broadband users, there are all sorts of things that can clog up your connection. If there are any network issues anywhere between your ISP and our servers it will slow the download speed down.

If you are still experiencing problems please contact us via Customer Support and we will check for any issues.

The release I’ve downloaded isn’t what I asked for?
Please let us know immediately – if there is any problem with a file then we need to replace it as soon as possible – you can contact us via Customer Support.

Do your digital releases use DRM?
Chapter Music digital files have no DRM or copy protection built in - we strongly believe that people should be treated as customers and not as potential criminals.

Where is my download? I can’t find the zip?
Sometimes browsers (such as Safari) automatically unzip your download. Check your downloads folder and desktop where the folder name will be the release artist and title, for example ‘Beaches-SheBeats.zip

Payments

What forms of payment do you accept?
You can currently pay via Credit or Debit card, and PayPal.

Is the payment process secure?
The Chapter Music Store is 256bit SSL encrypted. Check our secure certificate at Comodo.

Why is there a delay when I pay with Paypal?
There are two ways to pay for products using PayPal. One uses your credit card and the other uses your bank account.

1) Using your credit card. If you pay PayPal using a credit card then once PayPal have successfully charged your card they notify us. This process is pretty much instantaneous which means you can go straight to your downloads.

2) Using your checking account. If you choose to pay PayPal directly from your bank account (they call this a PayPal eCheck), then this takes PayPal from 4 to 6 days to collect the money from your bank account. Once they have successfully collected the money they then notify us. Only then will you have access to download your order.

Some people new to PayPal choose the eCheck payment method without understanding the delay it would cause and unfortunately, there is nothing we can do to speed up this process.

Returns & Refunds

Can I return my purchases?
We do not accept returns of download products, but offer a returns policy on all shippable items.

The item is faulty, what should I do?
We will replace any faulty item free of charge. Please contact us via Customer Support and we will promptly get back to you. We will require you to return the faulty item(s), but you will be reimbursed for your return postage. Please do not return faulty items to us without contacting us first.

Personal Details

Are my account details private? what do you do with the information?
Your account is completely private. We do not give your email address to any third parties.

Newsletter

How do I subscribe to the newsletters?
You can subscribe to the newsletter from each of the artist pages.

How do I unsubscribe from the newsletters?
At the bottom of every mail out there is an unsubscribe link, select this and you’ll never hear from us again.

Will you sell my email address to third parties?
Chapter Music will never sell your email address to third parties.