Frequently Asked Questions

Below are a few FAQs to help you out. If your question is not listed, feel free to contact our Help Desk and we’ll sort you out.

My purchased album did not properly download. What gives?

Chances are if you’re experiencing a problem with your download (i.e. the download only partially completes, the ZIP file will not open, etc), your computer is having a hard time connecting to our server. If you’re having a problem like this, send an email to our Help Desk. We have a few email-based solutions that will get you your purchased music as fast as possible.

I forgot my password. What can I do?

You can reset your password at any time using the Forgot Your Password? link. If you don’t see a reset email in your inbox, check your spam folder. If you still don’t see a reset email, drop us a note and we’ll help you out.

Why can’t I access all of the music on the Cloud Player?

The Cloud Player was designed to house all of our music. That includes our frontline catalog releases, our digital series’, as well as our unreleased Subscriber Series. If you’re a Subscriber at any level, you can access it all. If you can’t, make sure you are logged in to your account. If that doesn’t work for you, send us an email and we’ll look into it.

Non-subscribers can access some of the music, but not all of it. We have designated featured tracks on each frontline album and have collected them all in a playlist aptly named Featured Tracks. You can find it on the left side of the Cloud Player. If you’d like to listen to more of our music, consider supporting our efforts by subscribing.

What is a FLAC file?

FLAC is an acronym for Free Lossless Audio Codec. Free in this case means that it is an open source codec available for free, so you don’t need any costly software to convert the file type. Lossless refers to the compression level on the audio after conversion. AIF or WAV files are lossless files. MP3s are lossy files meaning the codec compresses the audio, throwing out audio information by sampling a specific number of kilobits per second (i.e. 256 kbps). FLAC files uses a codec that compresses the audio without loss of data, while reducing the large file sizes associated with AIF and WAV files making room for more music on our server and your hard drive.

For information on how to play and convert FLAC files, see our blog post, FLAC: What it is. Why you want it. How to use it.

I just placed an order, but need to change something.

No problem. Simply send us an email and we’ll update your order info.

Do you accept returns?

Unless your order arrives damaged or you don’t receive the correct products, we do not accept returns or provide refunds on purchases. If there is a problem with your order, though, send us an email and we will make it right.