eMedia Product Ordering F.A.Q.
Frequently Asked Questions: Placing an Order
What are your hours of operation?
Our office is staffed 9 a.m. – 5 p.m. Pacific Time, Monday – Friday. We are closed for most major holidays and all weekends. We can accept your order and e-mail 24 hours a day, but may not be able to respond until the next business day.
I’m not comfortable placing an order over the internet. Do you offer an alternative?
You may order by fax (206.329.0235), phone (206.329.5657), or by sending payment (check/money order/credit card details) to the address below:
- eMedia Music
- ATTN: Software Orders
- 664 NE Northlake Way
- Seattle, WA 98105
Be sure to contact our customer service team before mailing payment to determine the total. Do NOT mail cash or cash equivalents. eMedia Music is not responsible for payments lost in transit. Do NOT send credit card details via e-mail as it is not a secure communication method.
I haven’t received an order confirmation by email. Did you get my order? How long must I wait?
We send an order confirmation via e-mail upon verifying your order. Your order confirmation should be received within 1 - 2 business days after you submit your order. Since our order confirmations are sent by an automated server, some e-mail providers/clients filter this message to a spam/junk mail folder. If you haven’t received an order confirmation and it has been more than two business days, the message was likely treated as spam/junk mail. If your e-mail provider/client offers the option of a white list, address book, or list of approved e-mail addresses, be sure to add and This will ensure you receive our order confirmations, newsletters, and announcements on new products.
I want to send an order as a gift but I don’t want the recipient to know the prices. Is this possible? Can I include a gift message?
Yes, we can send your order as a gift. Please let us know that your order is a gift and the preferred message. We can include a gift message of up to 200 western characters (no kanji, arab script, wingdings, etc.). We reserve the right to refuse obscenity- or profanity-filled messages. At this time, we do not offer gift wrap services.
Frequently Asked Questions: Shipping
Can I receive my order in time for the holidays?
To receive your order in time for upcoming holidays, domestic orders must be received no later than noon on the following days...
Standard is 7 - 10 business days for USA, 10 - 14 business days for International. Rush is 2 - 3 business days. Expedited is 1 - 2 business days (where available). We are unable to offer faster shipping options to our international customers. Military mail, inclement weather, and other factors outside our control may delay your package. Please plan accordingly if one of these scenarios applies to you. eMedia products are carried nationwide by numerous authorized vendors.
How soon will my order ship?
Most orders ship within 1 to 2 business days. Invalid shipping addresses, credit card problems and other issues may delay shipment.
How soon until I receive my order?
Most domestic orders arrive in 7 – 10 business days. International orders usually arrive in 10 – 14 business days. Customs, rural delivery, and inclement weather may extend the time in transit.
I need to receive the order faster. Do you offer expedited shipping?
Yes, we offer expedited shipping. Please contact our customer service team to determine what options are available to you.
Does eMedia Music offer download-only versions (ESD)?
Where is your fulfillment center?
We have three warehouses across the US. Software orders can be shipped from Seattle, WA or Wallingford, CT. Instrument bundles can be shipped from Seattle, WA or Oklahoma City, OK. We usually ship from the warehouse closest to the final destination. International orders are fulfilled from Seattle, WA.
I live outside the US/Canada, can I order an instrument bundle?
We are not able to ship instrument bundles outside the U.S.
I live outside the US/Canada, why can’t I order every product on your website?
The distribution agreement with various developers/publishers limits our available sales region on many third-party software products.
Do you deliver to P.O. Boxes?
Yes. For our instrument bundles, we normally ship only to street addresses, but shipping to a post office box is possible with an increased shipping cost. Call (888) 363-3424 to make arrangements.
Do you deliver to APO/FPO addresses?
Yes, we can deliver to armed forces personnel serving at home and abroad. Please note that Military Mail may delay your delivery beyond the standard 7 to 10 business day window. APO/FPO addresses are considered domestic and are only charged $5.95 shipping/handling for software orders. For our instrument bundles, we normally ship only to street addresses, but shipping to an APO/FPO address is possible with an increased shipping cost. Call (888) 363-3424 to make arrangements.
Frequently Asked Questions: Payment
What forms of payment do you accept?
We can accept four major credit cards: Visa, Mastercard, Discover, and American Express. We can also accept checks and money orders in US funds.
Do you accept check by phone?
We do not accept check by phone.
Do you accept PayPal?
We do not accept PayPal.
I found a lower price through another store/website. Why aren’t your prices lower?
As the manufacturer of our products, we establish the Manufacturer’s Suggested Retail Price (MSRP) and sell our products at that MSRP. We do not want to undercut the pricing of our retail partners.
When comparing products, make sure the product offered is the current version. eMediaMusic.com always sells the latest version of our products. Previous versions are often sold at considerably lower prices than the current version. Also, make sure that the product is in a new, sealed package. Refurbished, returned or open box products often lack the full warranty, tech support and other components included with a new product. eMediaMusic.com only sells new products.
Frequently Asked Questions: Return Policy
What is your return policy?
All eMedia Music products come with a 30 day money-back guarantee. If you’re not satisfied with an eMedia software product for any reason we will refund the product total (shipping and tax cannot be refunded). For software not produced by eMedia Music, please contact the specific manufacturer.
How do I return a product?
Contact our support team to receive an RMA number and the appropriate shipping address. Products received without a valid RMA will be returned to the sender at their expense.
Frequently Asked Questions: Other Questions
What is the appropriate age for your software? Is the software appropriate for children?
With a parent or guardian being occasionally available, children ages 8 and up can enjoy any of our Method titles. Our new My Music series is designed specifically for children ages 6 and up.
I’m located outside the U.S. and have trouble with the software registration form.
Fill in all available fields with your country's equivalent. Although ZIP codes are unique to the U.S., your country probably uses postal codes. If any field doesn’t apply to you, simply enter an "X" and move on. If you encounter further difficulties contact us, and we can manually enter your details for you.
How are MusicSoftware.com and eMediaMusic.com related? Is that a partner/affiliate website?
MusicSoftware.com is an ecommerce partner site affiliated with eMedia Music. All data is secure and encrypted for processing.
If you have any further questions, please send an email to eMedia Customer Service
Copyright ©2013 eMedia Music Corp.