Customer Service

What are your customer service business hours?

Our customer service department is open Monday through Friday, 9am to 5pm Eastern Time. Hours may vary during holidays and sales.

Shipping Questions

What shipping method does Concord use?

Orders are shipped via United States Postal Service or FedEx.

How much is shipping and handling?

Shipping charges vary depending on the number of items in your order, where your order is being delivered, and how quickly you’d like your order to arrive. Shipping method options and prices are shown when you reach the shopping cart screen.

How long does Concord take to ship my order and how long will the different shipping methods take?

Orders placed before 2pm ET Monday through Friday will ship the same day. Orders placed after 2pm ET Monday through Friday or on weekends will ship the following business day. Orders placed during holidays and sales may take an additional 1-2 days to ship.

Delivery time depends on the shipping method selected. Estimated delivery times are shown on the shopping cart screen when you select a shipping method.

Does Concord ship to international addresses?

Yes, we ship to over 200 countries worldwide.

Order Tracking Questions

What is the status of my order?

If you have placed an order and have entered your e-mail address, you will receive a United States Postal Service or FedEx tracking number via e-mail as soon as your order is shipped. Once you receive the tracking number you may track your order at any time online by clicking the URL included in the email.

Secure Ordering

Our 128-bit Secure Sockets Layer (SSL) software is the industry standard and among the best software available for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that the information cannot be read as it travels over the Internet.

General Information

Does Concord accept C.O.D. or purchase orders?

Unfortunately, we are unable to accept C.O.D. orders or purchase orders at this time.

How do I get on the mailing list or receive updates on current releases and sales?

When you place an order your name is automatically added to our mailing list and you will begin receiving our email and US Mail messages. You may also visit concordmusicgroup.com/signup to sign up. If you would like to be removed from our mailing list, please contact a customer service representative.

I do not have a credit card. Can I send a personal check or money order?

We accept personal checks, but do not accept money orders or cashier checks. Please note tax will only be applied to California orders. Send your personal check along with your order to:

Concord Music Group
Attn: Customer Service Dept.
23307 Commerce Park Rd.
Cleveland, OH 44122

What is an SACD?

An SACD, Super Audio CD, is a new technology that offers the highest quality sound available. The SACD format allows for depth never heard before in recorded music. This improved sound quality is due to the fact that standard CD's are filtered during recording and playback. An SACD is true to the original recording because it records the original signal without filters, thereby maintaining the integrity of the original recording. The decibel range for an SACD is 120dB versus 96dB on a regular CD. Since SACD is a hybrid, it can be played in a SACD player as well as a standard CD player. For music lovers, this top quality sound, as well as the ability to use current and future technology, makes SACD hybrids a must have.

Can I return purchased item(s)?

If the item(s) are purchased directly from Concord Music Group, Inc., you may return the item(s) for exchange within 30 days of the purchase date if the product is defective. Please safely package the defective product and include a letter noting the defect, your order number, and your contact information. Send to:

Concord Music Group
Attn: Customer Service Dept.
23307 Commerce Park Rd.
Cleveland, OH 44122

Item(s) should be returned in their original packaging. Upon receiving the defective product, we will test the CD/DVD and confirm the defect. Once the defect is confirmed, we will issue you a replacement of the same title we received. Please note that we are unable to send any title other than the one which we received. In addition, we can only issue a replacement and not a refund.

Items not purchased directly from Concord Music Group, Inc. must be returned to the original point of purchase.