Orders FAQ

A Note on Digital Downloads

Concord Downloads are high quality MP3 files, with no copy protection. Because of the better quality, the files are larger and will take a little longer to download — please be patient!

You can always copy your Concord downloads to other devices you own. But please respect the rights of the creators and copyright owners and do not make copies for people other than your immediate family members living with you. Concord downloads purchased by you are for your personal, non-commercial use only and copies may not be uploaded, posted, emailed, transmitted or distributed in any way.

FAQ Index

Customer Service

Shipping Questions

Order Tracking Questions

Secure Ordering

Digital Download Delivery Troubleshooting

General Information

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.

Troubleshooting

Issue: My MP3s did not downloaded successfully, or my connection timed out in the middle of a download.

Solution: If you think an MP3 that you bought has not been downloaded, make sure you are signed-in and View Your Account to check your purchase history and confirm the purchase. If necessary, check the Previous Order Invoice page from the list of past orders. View Details will take you to the Download Order page to download again. You can download your purchased MP3s up to 20 times and on to multiple computers. If you don't see the MP3 you thought you purchased, then the purchase did not complete. Check your email receipt to see if you were charged for the MP3.

Issue: The MP3s I downloaded don't play.

Solution: If your files downloaded completely but there is an issue playing any of them, you will need to contact Customer Support (email link) for assistance. Some of the issues may be: You can't play any audio on your computer (can you?). If not, check with your manufacture and/or your Operating Systems FAQs. You may also not have the right software to play MP3 files. Free software such as iTunes, Windows Media and Real Player are available online. All of these play MP3 files.

Issue: I live outside the United States, and I can't buy MP3s?

Solution: Due to current licensing restrictions, Concord Music Group is able to sell MP3s only in North America. You must have a North American billing address on your credit card to buy MP3s via Concord Music Group Websites.

Frequently Asked Questions

How do I find MP3s to buy on your website?

Just like you find any of the music on ConcordMusicGroup.com. You can search, browse or look at the websites' many “racks” to find the music you are looking for. On every release page you will see a tab for “MP3s” for all titles that provide music in that format.

Note: Currently MP3 downloads are only available to North American customers. You must have a North American billing address for your credit card to buy MP3s via Concord Music Group Websites.

Can I listen to a complete song before I buy it?

No. But you can listen to a 30 sec preview of every track available.

How do I buy and download MP3s?

All available MP3s are designated with both a “Preview” and an “Add to Cart” button next to the track title. When you find an MP3 you would like to own, click Add to Cart.

You will notice that the Add to Cart button is now replaced with In Cart. The selected track is now in your shopping cart. You are able to do this with multiple tracks as well as view your cart. Note: You can also click the Cart button at the top of any page to open your shopping cart.

What if I remove an item from my shopping cart?

In your Shopping Cart, click the Remove link next to the MP3 (or any product you would like to NOT buy). When you remove an MP3 from your shopping cart page, the page refreshes and you will no longer see the item in your shopping cart.

Can I return an MP3 file after I buy it?

MP3 downloads are not returnable once they have been bought. If you need assistance with a purchase or download, please contact customer service.

How do I pay for my MP3 downloads?

Just like you do for any product bought on ConcordMusicGroup.com. When you are ready, click the Go To Checkout button.

On the Checkout/Sign In page, you'll be prompted to Create Account if you are new, or sign in if you are a returning customer.

Provide your credit card and mailing information.

When your purchase is complete, you will be prompted to Download Your Music.

How do I download my purchased MP3s?

Once your purchase is complete, you will be taken to your Order page. Once there, your MP3s will be grouped in two ways:

As Albums: Click Download Album to download a ZIP file of all the albums tracks and album artwork.

As Tracks: You have two options for tracks. The first is to Download Track. This will download the individual MP3 file to your hard drive. The second is the button below your list allowing you yo Download All Tracks. Like the Download Album button, this will place all your individual track into a single ZIP file and begin the download process.

After the ZIP files are downloaded, find and unzip them.

Where do my ZIP and MP3 files go after they are downloaded?

Your MP3 files are downloaded as a ZIP archive. Depending on your operating system and computer (PC or MAC) they will end up in different locations. If you download files from the internet frequently, the ZIP with your MP3 files will be put into the same folder (usually “Downloads” on a Mac and to your browser's default download location on a PC). Double click on the ZIP file to expand the folder to gain access to the individual MP3 files.

How do ZIP files work?

In most cases, we bundle your MP3s into one ZIP file and download it to your hard drive. You then go to that file to extract (unzip) your MP3s into the location of your choice.

After you save the ZIP file that contains your MP3s, you will need to unzip the MP3s into the location on your hard drive where you want to keep the music.

How do I unzip my files?

Instructions for up-zipping ZIP files is easy. For detailed assistance, search the internet for detailed unzip instructions for your operating system, but ZIP is a common format for archiving and downloading multiple files and most modern computers (made after 2000) will accommodate them. Most computers are able to extract (unzip) the files inside a ZIP file when you attempt to open it. At that time you can put the MP3s in a location of your choice. For PC users, the easiest way is to right-click on a zipped folder, and select “Extract All”. A unzipped folder of the same name is created in the same directory by default.

Can I burn CDs and transfer the MP3s to my portable MP3 player(s)?

You can do anything you want with the MP3 files you buy from ConcordMusicGroup. Our MP3 files are a 320 kbps (very high quality) file that is DRM-free (Digital Rights Managed) so once bought, you can play any Concord Music Group MP3 on any computer (PC or Mac), burn them onto CD, and transfer them to any portable MP3 player, including Zoom or iPod.

What does DRM-free mean?

Digital Rights Management or “DRM” refers to software that is designed to control and/or limit how your MP3 music can be played, copied, downloaded, shared, or accessed. DRM-free means that the MP3 files you buy from Concord Music Group do not contain any software that will restrict your use of the file.

Why are downloads only available in MP3 format?

MP3 is currently the most widely compatible music file format in use and is supported by most media player applications, hand-held music devices, as well as most CD and DVD players and burners.

What are the technical specifications of your MP3 files?

  • Bit Rate: We encode our MP3 files using a 320 kilobits per second (kbps) for maximum audio quality and smaller file sizes. All of our MP3 files are encoded from 44/16 master audio files. This audio format has excellent audio quality but will be a slightly larger file size than what you might find at iTunes or Amazon.
  • File Size: A typical 3-minute song takes up approximately 8MB of storage space.
  • Download Times: A single MP3 file 8MB in size will download in less than 1.5 minutes on a typical broad-band (cable or DSL) Internet connection. A similar download on a 56k dial-up connection can take up to 45 minutes.
  • Album Cover Art: Album cover art is included with each song you download.

Which computer operating systems are compatible with your MP3 files?

Both PC and Mac operating systems (on computers bought after 2000) can play our MP3s “out of the box”. You can buy MP3s from any computer with a browser that is able to download files from the Internet. The MP3 files you buy from Concord will download directly to your computer and are compatible with any system or application that can read the MP3 music format such as iTunes, Windows Media, or RealPlayer.

This is my first time playing MP3s on my computer, how do I add my purchased MP3 files to my iTunes, Windows Media or RealPlayer?

First you will need an audio player. Many free players are available for both PC and Mac. We recommend the following 3:

After downloading and installing one of the above applications, make sure that you have extracted (unzipped) your MP3s. Then open your music player.

If you are a Windows user, the ZIP file goes to your browser's default download location. On most computers, this is the desktop unless you have specified another location. When you extract your MP3s, you can place them wherever you like.

If you are a Mac user, it will depend on where you downloaded them. Files are often saved to the Mac desktop by default. If you don't see them there, use the Finder to locate your files.

Add to iTunes: From the iTunes menus, select File > Add to Library and browse for your files.

Add to Windows Media: From the Windows Media menus, select File > Add Files to My Library and browse for your files.

Add to RealPlayer: From the RealPlayer menus, select File > Add Files to My Library and browse for your files.

When I unzip my files, they are not added automatically to my iTunes, RealPlayer, or Windows Media library?

No. You must manually adds files to the players such as iTunes, RealPlayer, and Windows Media libraries. If you have ever downloaded an MP3 from the internet in the past, the process is the same for MP3s bought from ConcordMusicGroup.com.

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

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.