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Thanks for your fast and professional service, all the discounts, and the personal "thank you" letters and presents in every package! I'll go back again and again! -Olga Tullos
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FREQUENTLY ASKED QUESTIONS
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. Click here to register for membership at Prima Music. *Some exceptions apply.

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). *Some exceptions apply.

How do I move up 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 period of time, your purchase credits will never expire at Prima Music as long as your remain an active customer. We want you as a customer for life. 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.

Membership LevelDiscountQualification
Silver10%Register for Free Membership
Gold15%Spend over $300 lifetime
Platinum20%Spend over $700 lifetime
Diamond25%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.

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

Yes, we can order from many publishers. If the item is in print, we likely can get it for you. Please note that special ordered items cannot be removed from your order once we have ordered the item on your behalf. Special order items are not returnable.

Do certain items have a maximum discount allowed?

Yes, some publisher or manufacturer restrictions apply that will limit the discount. In these circumstances, we will provide the greatest discount allowed.

Do I get the member discount on everything?

Member discounts are not additive to previous discounts applied to an item. 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, overstock items, or any publisher established discounts, such as Value Packs. Our system will select the highest discount for you. Please note: your member price is based on Prima Music's list price, which may be higher than the publisher's suggested retail price.

Can I lose my members privileges?

Membership privileges at Prima Music are based on maintaining good account standing. Any account that is no longer in good standing may lose membership previliges, including membership discount, at the sole discretion of Prima Music. The following actions may cause the suspension or deletion of your account:

  • Any violation of the Prima Music Terms & Condition of Use
  • Sharing account log in information with others in order that they might use your established member discount without following the tiered discount program.
  • Creating a credit card chargeback by contacting your credit card company and refusing any legitimate charge.
  • Refusing a valid shipment or threatening to refuse a shipment in order to cancel all or part of the order.

Shipping
Does free shipping apply to every order?

There is a minimum item total of $0.00 required to qualify for free shipping. Prima Music's free shipping offer applies to the first shipment in the order via U.S. Postal Service delivery to United States and APO addresses. Other shipping options are available for a fee. Please allow 2-3 weeks for delivery. Please note: Free shipping offer does not apply to international or wholesale orders. Prima Music retains the right to change or discontinue the free shipping program at any time, at its sole discretion.

Is there any additional shipping cost to split my order into two shipments?

In the event that your order has both IN STOCK and SPECIAL ORDER items, you will have the opportunity to split your order into multiple shipments. Split shipments will incur additional shipping costs. It you select Prima Music's free shipping offer, we will cover the cost of the first shipment using our Standard shipping method. You will be charged for any additional shipments.

What shipping options are available?

Prima Music provides a variety of additional shipping options to meet your needs. You may choose from Next Day Air*, 2nd Day Air, 3-Day Select, Ground, or USPS Priority Mail. Costs for each available option 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. All shipping costs are in US dollars.

How long will it take my order to arrive?

Our delivery options estimate the time it will take for your order to reach you after it has left our warehouse.

Domestic / APO MethodsTransit TimeInsuredTrackingCost
Standard5-10 Business DaysNODelivery Confirmation$3.49 + $0.50 per pound
Ground1-5 Business DaysYesTracking Number$13.99 + $0.50 per pound (Zone 1)
$15.99 + $0.75 per pound (Zone 2)
$18.99 + $1.00 per pound (Zone 3)
$39.99 + $1.00 per pound (Zone 4)
Priority Mail1-4 Business DaysNODelivery Confirmation$5.99 + $1.25 per pound (Zone 1)
$5.99 + $1.25 per pound (Zone 2)
$5.99 + $1.25 per pound (Zone 3)
$10.99 + $3.25 per pound (Zone 4)
3rd Day3 Business DaysYesTracking Number$16.99 + $0.75 per pound (Zone 1)
$21.99 + $1.00 per pound (Zone 2)
$29.99 + $1.25 per pound (Zone 3)
2nd Day2 Business DaysYesTracking Number$14.99 + $1.00 per pound (Zone 1)
$29.99 + $1.50 per pound (Zone 2)
$34.99 + $2.00 per pound (Zone 3)
$44.99 + $2.00 per pound (Zone 4)
Next Day1 Business DayYesTracking Number$19.99 + $1.00 per pound (Zone 1)
$59.99 + $2.00 per pound (Zone 2)
$79.99 + $3.00 per pound (Zone 3)
$94.99 + $3.00 per pound (Zone 4)
Shipping Zones

Prima Music has four domestic shipping zones:

ZoneStates
Zone 1AL, AR, DE, FL, GA, IL, IN, KY, LA, MS, NC, OH, SC, TN, VA, WV
Zone 2CT, DC, IA, KS, MA, MD, ME, MN, MO, NH, NJ, NY, OK, PA, RI, TX, VT, WI
Zone 3AZ, CA, CO, GU, ID, MI, MT, ND, NE, NM, NV, OR, PR, SD, UT, VI, WA, WY
Zone 4AK, HI
Important Shipping Information

  • Shipments made through the U.S. Postal Service are not insured. Prima Music will honor no claim for damaged or lost packages if insurance has not been purchased
  • Full replacement shipping insurance is available for U.S. Postal Service shipments for a flat-fee of $3.00. Insurance can be purchased during the checkout process.
  • Estimated transit time is based on the time it takes for your shipment to arrive once it leaves our warehouse. The transit time should not be used to determine the amount of time from the order date to the delivery of your order. The amount of time it takes to ship your order will vary depending upon the items purchased and your shipping instructions to us. Please see the Processing Time section for more details.
  • Orders are processed for shipment during normal business hours only (8am - 5:00pm, Mon - Fri, excluding Holidays).
  • Once a shipment has been sent to the address provided by you, any shipping costs paid will be non-refundable.
  • Any shipment through the U.S. Postal Service cannot be rerouted to a new shipping address once the shipment has left our warehouse. We will do our best to accomodate shipping address changes for shipments made through UPS or Fedex. Any change of shipping address, once the package has been shipped, is not guaranteed. Any fees associated with a change of address will be the responbility of the customer.
  • The customer is responsible for all additional shipping costs that may occur from an incorrect address or refused shipment.
  • If a package is returned to our facility without reason, we will contact you via email and/or the telephone to resolve the issue in a timely fashion.
  • Returned shipments, regardless of the reason, will be handled in accordance with our Returns Policy below.
  • UPS/Fedex deliveries are NOT available to PO Boxes or APO addresses.
  • UPS/Fedex does NOT deliver on Saturdays or Sundays.

Shipping Definitions

  • USPS Delivery Confirmation - Delivery Confirmation information is available for the method. The USPS will have an initial and a delivery confirmation scan, but will not have a scan from every location during transit.
    Note: The USPS does NOT offer Delivery Confirmation when shipping to APO/FPO/DPO military addresses.
  • UPS/Fedex Tracking Number - Tracking Numbers are available for the method. UPS/Fedex will scan each location your package passes through and will have detailed information about your shipment.
  • Business Day - UPS/Fedex has a 5 day work week (M-F) and packages will only be delivered on these days. The USPS has a 6 day work week (M-Sat) and packages will only be delivered on these days.

Do you ship internationally?

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

Who 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
What is your return policy?

Prima Music has a limited Return Policy. Items marked as IN STOCK at the time of your order can be returned within 10 days of the receipt of your order provided the item meets the criteria below. IN STOCK items are listed on the confirmation email sent once the order is completed at our website. Prima Music only accepts returned items that have been authorized. Call Prima Music at (877) 877-5743, within 10 calendar days of the receipt of your order, to obtain an RA (Return Authorization) number. Once your return has been received, a credit or refund will be issued within 21 days and an e-mail confirmation will be sent. The following conditions, limitations and fees apply.

  • Your return must be authorized by our Customer Service Department - (877) 877-5743 or email customerservice@primamusic.com.
  • RA's for a refund must be requested within 10 days of receipt of the product.
  • Any returned items that have not been authorized will not be given credit and will not be returned to the customer.
  • Any package that is refused or un-deliverable to you will be charged return shipping to us by the shipping company. We will deduct this return shipping from any refund that you are entitled to receive.
  • Returns are not accepted more than 20 business days after return has been authorized.
  • The RA number must be written in 2 locations on the outside of the box.
  • A signed copy of the original packing slip must be inside the box.
  • All returns are subject to 15% restocking fee.
  • Any returned item that is damaged in transit is subject to a 50% restocking fee.
  • Any returned item that is received in unsalable condition will receive no credit.
  • Any item that is marked as SPECIAL ORDER, BACKORDERED, INSTANT PRINT, or imported is not returnable.
  • CDs, DVDs, Software, Bundled Items, or any other item that has been opened is not returnable due to copyright restrictions.
  • Any item purchased in our Clearance Center is not returnable.
  • Shipping, Handling, Insurance, and any other additional fees are not refundable.
  • The item must be purchased from Prima Music to be returned.
  • 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.

Do I have to pay the shipping to return an item?

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, you will be responsible for paying the shipping costs associated with your return.

Will I receive full credit for my returned items?

Credit for returned items is subject to our return policy. See our Policies page for more details.

Can I return items purchased in the Clearance Center?

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 Authorization (RA) 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 authorized 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
55 Highway 85
Senoia, GA 30276


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