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Although I just discovered you and have only placed one order so far, I'm hoping it's the first of many to come. -Karen Anderson
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Membership


Why should I register as a member of Prima Music?

When you become a member of Prima Music you will begin enjoying the benefits immediately. Just by registering, you will be become entitled to a 10% reduction on everything you buy, and we will begin to track your purchases so that you quickly move to the next membership level and a higher discount. Membership is free, and your information is protected by our privacy policy.

Would you explain the membership levels?

At Prima Music we want to reward you for being a loyal customer. Similar to an airline's frequent flyer program, the more you shop with us, the more perks you receive. There are four levels of membership (Silver, Gold, Platinum, and Diamond), each with an increasing level of discount off the list price. In no time at all you will be saving 25% on every item you buy. Unlike the airline programs, however, you do not need to re-earn your status every year. Once you achieve a specific level at Prima Music, you remain at that level forever, as long as you remain active (making at least one purchase within a 12-month period).

How do I move up to the next level of membership?

Attaining new levels of membership at Prima Music is based on the total amount you have spent with us since you joined. Unlike other programs that require you to purchase a certain amount within a short timeframe, your purchase credits will never expire at Prima Music. We want you as a customer for life.

Below is a table with the requirements for each level of membership:

 
Membership Level Requirement
Silver Register with Prima Music
Gold Spend over $300 lifetime
Platinum Spend over $700 lifetime
Diamond Spend over $1,200 lifetime

Once I arrive at a new membership level, how long will I remain at that level?

Once you qualify for a new membership level, you will immediately begin to receive the increased discount for that level. You will remain at that level forever, as long as you make at least one purchase of any value at Prima Music during the following year. This is a rolling 12-month period. So, once you make a future purchase, you will then have another 12-months to make a purchase in order to maintain your current membership level.

What are the discounts associated with each membership level?

 
Membership Level Discount
Silver 10%
Gold 15%
Platinum 20%
Diamond 25%

Can I place special orders for items not in your online catalog?

Yes, we can order from many publishers. If the item is in print, we likely can get it for you. Please note that the discount on special ordered items is 10% less than your regular member discount.

Do I get the member discount on everything?

Yes. If an item is already discounted above your member discount, you will receive the highest discount. Items that are previously discounted may include sale, clearance, or overstock items. Any publisher established discounts, such as Value Packs, do not receive the member discount on top of the publisher established discount. Member discounts are not additive to previous discounts applied to an item. Our system will select the highest discount for you.



Shipping



What are your shipping rates?

All domestic orders qualify for free shipping at Prima Music.

Our free shipping offer is through the U.S. Postal Service's Media Mail. In addition, Prima Music provides a variety of additional shipping options to meet your needs. You may choose from Fedex Next Day Air*, Fedex 2nd Day Air, Fedex 3-Day Select, Fedex Ground, or USPS Priority Mail. Costs for Fedex Next Day Air*, Fedex 2nd Day Air, Fedex 3-Day Select, Fedex Ground, and USPS Priority Mail will be calculated based on the total weight of your order and the shipping destination. You will be shown the additional costs for each of these shipping methods at checkout, and you may select the delivery method which meets your needs.

Prima Music's default shipping is through Fedex Home Delivery.

* Delivery times are from the time order is shipped. In-stock orders are generally shipped the same day, if the order is placed before 2 pm ET.

How long will it take to receive my order?

Orders are generally shipped within 24 hours, subject to stock availability. Orders placed on the weekend or on holidays will ship on the next business day.

Orders shipped via Fedex (Overnight, 2-day, 3-day, Ground) are delivered Monday through Friday only. Order shipped via Fedex Home Delivery are delivered on Tuesday through Saturday. Please note: The day your order ships is not included in the transit days for express shipments. For example, if 2-day delivery is requested and your order is placed on Saturday, the order will be shipped on Monday and will arrive on Wednesday.

Orders delivered by the US Postal Service will be based on the regular delivery schedule - Monday through Saturday, excluding holidays. All APO, FPO, and Post Office Box orders will be shipped via the US Postal Service. Packages sent to military addresses may be delayed by standard mail handling.

Shipping methods and the estimated delivery times for orders completed before 2 p.m. Eastern Time (ET) are listed below:

 
In Stock Orders Overnight Shipping 2-Day Shipping 3rd Day Shipping UPS/Fedex Ground Standard Shipping
Order Processing 1-3 days 1-3 days 1-3 days 1-3 days 1-3 days
Delivery Time 1 day 2 days 3 days 3-7 days 2-9 days
Total Delivery Time 2-4 days 3-5 days 4-6 days 4-10 days 3-12 days

 
Shipping to Alaska and Hawaii may require an additional 2-5 days.

Do you ship internationally?

Yes, Prima Music ships to over 180 countries throughout the world. Delivery times and prices vary by destination. Internationl shipments do not qualify for our free shipping program.

Whom should I contact if I have a question about my order?

You can check the status of your order at any time by visiting the order status page for your account. If you would like to speak with someone about your order, please contact our Customer Service department at (877) 877-5743. You can also email us at customerservice@primamusic.com. Please include your order number on all email correspondence.

 



Returns

 
Prima Music strives to achieve 100% customer satisfaction. We understand that this means there will be times when you would like to return an item to us. The information below provides our policy on returns and the procedure to follow in the event of a return. If, at any time, you would like to speak with someone regarding the items received or to arrange for a return, please contact us at (877) 877-5743 or send an email to customerservice@primamusic.com.

May I return merchandise to Prima Music?

Yes. Within 10 days of the receipt of your order, you may return any item for a refund provided that the:

  • Your return is authorized by our Customer Service Department - (877) 877-5743 or email customerservice@primamusic.com
  • Item is in new condition with original packaging and accessories.
  • Item was received damaged or defective.
  • Incorrect item was shipped.
  • The item was not backordered, special ordered, or imported. Backordered items are not returnable. Your order confirmation will identify which items are in-stock at the time of your order. All other items are generally not returnable, as they must be purchased from our suppliers on your behalf and we cannot return them to the supplier. You can request an exception by contacting our Customer Service Department at (877) 877-5743 or email customerservice@primamusic.com. Any authorized returns will be subject to a 50% restocking fee.
  • The item was purchased from Prima Music.

We do not accept returned items more than 20 business days after delivery.

Do I have to pay the shipping to send something back?

If you are returning an item because of an error on our part or because of a defect, we will refund the delivery charges incurred in returning it to us.

If your return is not the result of our error, the shipping costs associated with your return will be deducted from the amount of the credit or refund. Once your return has been received, a credit or refund will be issued within 21 days and an e-mail confirmation will be sent. These returns are subject to the return fees listed below.

Will I receive full credit for my returned items?

Once your returned items have arrived, you will receive a credit on the card used to purchase the items. You will receive credit equivalent to the amount paid for the items, with the following exceptions:

  • All returns are subject to a 15% restocking fee.
  • Any authorized return of backordered items will incur a 50% restocking fee.
  • Any item that has been damaged in transit to us is subject to a 75% restocking fee.
  • Any item that is deemed to be in unsalable condition will receive no credit.
  • If the remaining balance of the order is less than $10 after return items have been credited , the credit amount will be reduced by a $2 handling fee.
  • If the returned item or items constitutes all of the items in the order, the credit will be reduced by any cost to ship the order to you, less the shipping amount you paid, plus a $2 handling fee.
  • Any unauthorized returns, including items not purchased from Prima Music, will receive no credit.

What about clearance center items, are they returnable or replaceable?

No, many of the items in our Clearance Center are 'one of a kind'. They may have slight blemishes or represent the last of a discontinued item. We do not accept returns of any item purchased from our Clearance Center. Any item returned to us that was purchased in our Clearance Center will receive no credit. In addition, if any Clearance Center item is lost in transit once shipped from our warehouse, we will honor no claim for replacement of such items, even if insurance was purchased or the carrier provides insurance for the shipment. Prima Music, at its discretion, may refund the amount paid for any Clearance Center items lost in transit, depending upon whether we can recoup the value of the lost items from the carrier. If this situation arises, please contact our Customer Service department at (877) 877-5743.

How do I return something to Prima Music?

To return an item, please contact our Customer Service department at (877) 877-5743, or email us at customerservice@primamusic.com within the first ten (10) days after receipt of your order. You will be provided with a Return Merchandise Authorization (RMA) number that must be included when sending your merchandise back. Returns will not be accepted without a RMA number.

If you are replying by email, please include the Order Number and the Product Number(s) for all items you wish to return. In the case of a defective product or incorrect shipment, please provide information in your communication on the defect . All returned items must be received within ten (10) business days from the time the RMA number is generated. For items returned after the ten (10) day period, only 50% credit will be given.

After packaging the items for return, you must write the RMA number on the outside of the package. The RMA number is only good for the products authorized for return. Return packages must be returned using a delivery service that provides tracking information (UPS, Federal Express). Do not send your package via the US Postal Service.

Send your return to the following address:

Prima Music
Customer Service Department
7770 Newnan Road, Suite B
Brooks, GA 30205

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