Frequently Asked Questions
Digital Products
Does downloaded content play on my iPod or other MP3 players?
Yes.
In what format do the music downloads get delivered?
The audio files are in MP3 format and are encoded at a high bit rate of 320 kbps.
Is there any Digital Rights Management (DRM) applied to the files?
No. There is no DRM applied to the files.
How many times can I download?
You can download once. However, if the download fails you will be able to retry the download and get any remaining files that were not previously downloaded.
I accidentally closed the Download Manager or the browser before downloading all the files. How do I continue?
Check your email for the receipt that was sent when you purchased. The email contains a link that will allow you to restart your download. If you did not receive the email please contact customer service.
Why do I get a warning when opening the Download Manager?
On the PC, you may get a warning that you're about to save an application. The Download Manager is a small application than can run from a temporary location. If you save the Download Manager to a folder or the desktop then you can simply delete it once you've completed the download of all your content.
On the Mac, you must "Trust" the application (or applet) in order to open the Download Manager.
I selected "Don't Trust" download manager on my Mac, and I can't use the download manager. What do I do?
You must first quit your browser completely. Then, check your email for the receipt that was sent after you purchased. Click the link in the email to restart your download. If you did not receive the email please contact customer service.
In the Download Manager, on the "Save to..." screen, when I try to download the files, the 'Choose' button is grey and I can't select it.
You can only download to a folder. If you double-click a folder and there are no folders inside of it, the download manager will not let you continue downloading.
- Select Cancel.
- Click Browse. Browse to the folder to which you would like to download your files and select the folder without double-clicking and opening it.
- Click Choose.
- Click Continue to continue downloading.
Is the download manager permanently installed on my machine?
No. The download manager is only used to download the files you have purchased and is not required once your download is complete.
I can't find my downloaded files - where are they?
When you downloaded your files, you indicated a directory to download to. Check that directory first and if you don't see your files you can do a search for the artist. Below are other ways to find your music.
For PC Users:
- Click "Start" button
- Select "Search"
- Enter the Artist name and hit Enter
For Mac Users:
Go to Spotlight and search for the Artist's name.
How do I manually install my downloaded files?
Locate the downloaded files (see the previous question) on your computer and drag them into your iTunes or Windows Media Player library.
Still have questions?
Click here to contact customer service.
Shipping & Returns
Can I return damaged or defective products?
If you have received damaged, defective or incorrectly shipped merchandise, please notify us by contacting customer service within 5 business days. If a product(s) is defective and you have had the product for more than 30 days, please contact us to file a claim by contacting customer service. In either case, you will receive an email from us with a Returned Merchandise Authorization (RMA).
What about returning non-damaged products?
If you have received a new Sony Music Digital order within the last 30 days, you may apply for a refund for non-damaged products by contacting customer service. Refunds for non-defective product will be made at the sole discretion of Sony Music Digital. If Sony Music Digital agrees to a full or partial refund, we will contact you by email with a Returned Merchandise Authorization.
What is the return policy?
Products must be returned in their original packaging. Shipping and handling fees are non-refundable. Issued RMAs are only valid for 30 days. You are responsible for and must prepay all shipping charges AND you shall assume all risk of loss or damage to the product while in transit to Sony Music Digital. If you return your product to Sony Music Digital (i) without a RMA from us, (ii) beyond the 30 day period, or (iii) without proper packaging, Sony Music Digital retains the right to either refuse delivery of such a return or charge you a restocking fee.
The address to return your product to is:
Sony Music Digital
c/o Provident-Integrity Distribution Services
468 McNally Drive
Attn: Returns Processing
insert RMA#
Nashville, TN 37211
United States
Sony Music Digital will issue a refund of purchase actually paid if the product was purchased Digitally from Sony Music Digital, if a RMA has been obtained, and if the return is submitted during the 30 day period following shipment by Sony Music Digital. We will not issue a refund on any CD or DVD that has been opened (taken out of its plastic wrap). Once the items are received back, credit will be processed to your original method of payment and will appear on your statement in 1 to 2 billing cycles. Please be aware that it may take as long as 90 days for the credit to be visible on your credit card statement. Sony Music Digital will process the return within 7 days of receipt.
Can I cancel my order?
We are unable to cancel most orders after they are placed. Please see the following to better understand what situation applies to your order. Backordered Items (items without current availability): For orders of items that are currently not available for shipment, such as are the case with Back-Order, Pre-Order or Unavailable items, cancellation can be attempted as long as the request for cancellation is received and processed before the item is available for shipment. Please contact customer service. Cancellation Credit: If an order has been placed and the order was cancelled prior to shipping, it may take as long as 7 business days for the hold of the original order amount to be removed from your credit card. Please be aware that an order is not automatically cancelled when cancellation is requested. It is possible that orders for which Sony Music Digital processes a cancellation have been sent prior to this processing, in which case you will not be able to cancel the order
How will the charge show on my credit card?
You will see Sony Music Digital on your credit Card Statement
