Most Frequently Asked Questions
Is it safe to use my credit card on your Web site?
Yes, probably safer than in the average restaurant. We use a secure server (look for "https" in the address/URL window). When we receive sensitive customer data, we store it where it is physically and electronically secure.
If I give you my email address, will I start receiving spam and other junk email?
No. Aside from order status reports and related communications, we only send special offers and promotions to customers who have selected this option for their account while ordering.
We do not share customer data with anybody else.
How long will it take to ship my order after it is placed?
Most orders ship in 1-2 business days after being placed (excluding weekends and American holidays). A few orders might take a day or two longer.
When will my order arrive?
The delivery time depends on the destination and the type of shipping. For international shipments it also depends sometimes on the local Customs office. Examples for shipping costs and times can be found in the
Delivery Times and Shipping Charges
section of our Information page.
Do you offer free shipping?
Sorry, no. We do, though, try to make our
shipping costs
as reasonable as possible. We do not use shipping charges as a source of profit.
Is the item I see in the catalog and want to order in stock?
Yes, everything listed in our catalog is
in stock
in our supply line at the time the catalog is put online. The catalog is rebuilt and put online at least once, and usually twice, daily.
Does CDconnection.com guarantee that I will get everything I order?
Sorry, no. Even though everything in our catalog is in stock in our supply line when we build the catalog, by the time we receive and process orders, the item may be sold, or another problem might prevent us from filling the order. This happens 2-3% of the time. In general, one should expect to receive about 32 out of every 33 items ordered.
Does CDconnection.com backorder or special order items that are out-of-stock?
No. The customer may select when ordering, at the final page of the order process, the "Review, Approval, and Confirmation" page, to have us hold an order for up to 30 days in the case that an item is out-of-stock when the order is processed. The probability of an out-of-stock item being back in stock during the 30 day holding period is a little less than 50-50. In any case, we make only one shipment (and charge only one shipping charge) for each order.
I put something in the Shopping Basket and now I'm in the Shopping Basket. What do I do next? How do I continue searching? How do I get back to where I was?
You probably want to click the "Back" button at the top of your browser (The "Back" button might look like an arrow pointing to the left). This is the best way to go back to the previous page. This is the same as the "Continue Shopping" link at the top of the Shopping Basket. Of if you choose, you can begin a new search by entering it in the search box at the top of our page, or you can select any of the items on our menu on the left.
I don't see a track list online for a particular CD. Can you provide that?
No, sorry. We have more than 5 million song titles online and this represents the complete list of song titles that are available to us. The CDs themselves are stored in our suppliers' warehouses and not our own, and they are not accessible for physical examination.
Sometimes I see the same CD listed more than once. Why is that?
Our catalog is the combination of the catalogs of all of our suppliers. We try to consolidate the same entries from different suppliers into a single entry in our catalog, but sometimes we fail. In the case where the same CD is listed more than once, naturally it makes sense to select the cheaper CD.
Also, in some cases there may be an
import
version or a special version of a regular domestic CD.
How do I place an order on your site?
How do I know if my order was completed or not?
Proceed through the process until the system provides an order number. Order numbers are not provided until the order is completed. Also, a confirmation email will be sent immediately upon completion of the order. Check your email in-basket for the confirmation email. Finally, once an order is completed it will appear immediately at the Order Status link on our menu. If the order appears there, it was completed. If it does not appear there, it was not completed.
Can I order by phone, email, or fax?
No, sorry. The best way to place orders is directly on our Web site. For those concerned about paying by credit card online, we have a
solution.
Are your CDs new or used?
Unless specifically designated as "used", all CDs and DVDs are new. We do not sell promotional or "bootleg" CDs or DVDs.
Can I send someone a gift? Can I send something to an address that isn't my credit card billing address?
Yes. When ordering, there will be an opportunity (on the Account Information form) to specify that the order is a gift, and a place to enter a short note to be included instead of the invoice. The billing address can differ from the shipping address.
Why are some items marked Non-returnable, Non-cancellable?
Some items are "one-way" from our suppliers to us. Because we cannot cancel or return these items to our suppliers, once these items are in process and shipped to us from our suppliers, they cannot be cancelled nor can they be returned to us for refund.
What if a non-returnable item is defective? Can I return it then?
Yes. All items are
guaranteed
to play perfectly, even non-returnable items. Any item that does not play perfectly will be replaced with a copy of the same item.
If a CD has a country of origin other than US, if it is an "Import", is it in English?
The music will be in whatever language in which it was originally recorded, no matter where the CD was manufactured. Japanese imports will usually have liner notes in Japanese, but if the artists are English-speakers, the music will still be in English.
I don't see the item I want on the CDconnection.com Web site. Can you get it?
No, sorry. Everything that is in stock (and available) at this moment is listed in the current online catalog.
Are all the prices in US dollars?
Yes. A currency convertor link can be found in the first paragraph of the
Payment
page of our Information section.
Do you ship to countries outside the USA?
Do you have a paper catalog you can send me?
Sorry, no. It would be quite large, indeed, and it changes by perhaps 1% a day as items come into and go out of stock. In a week it could be 7% out-of-date, and in a month, 30%.
What if I don't like the music or the quality of the recording I receive?
We do
guarantee
that the items we sell will play what has been recorded on them perfectly. We do not guarantee that what is recorded on them will be enjoyed.
Do you have a 1-800 number?
Sorry, no. This is one of the ways we keep our expenses (and our prices) low. We can be contacted in
many ways, though.
How do I order and pay by check or money order?
When ordering, our Web site will ask "How would you like to pay?". One of the choices will be to pay by check or money order. When the order is completed the total will be given, along with our address, and an order number to write on the check or money order. This information will also immediately be sent by email upon completion of the order.
Do I have to send the payment before you send the CDs and DVDs?
Yes. Orders are not processed until payment is received.
Do you have a brick-and-mortar store?
No. Our only location is our warehouse in Sunnyvale, California.
Can orders be combined to save on shipping?
Yes, as long as the first order hasn't shipped yet, we can
combine multiple orders.
If combination of orders is desired, please email questions as soon as possible with a subject of "Combine" so that we can have the best chance to accommodate the request. Combined international orders that exceed $100.00 will not be eligible for International Priority Airmail as $100.00 exceed our value limit for that shipping method.
Will my country's Customs charge me a duty?
The local Customs office may charge duty. Please check with the Post Office or Customs office to find the rules for your country.
Do you sell wholesale or have any discounts for larger purchases?
Although our prices are significantly discounted, we are not wholesalers and do not sell wholesale.
If we haven't answered your question, please send us an email at
service@cdconnection.com.
