Concerts
1.  Is there any chance of releasing other artists?
2. Why are some artist's recordings available sooner than others?

Order Status and Contact Information
1.  How will my order be processed?
2.  Who do I contact to find out the status of my order?
3.  Who do I contact regarding customer service?

Downloads
1. Why are some shows available for downloads, some as CDs and some as both?
2. What file formats are available when I purchase a download?
3. Why would I choose to download FLAC files?
4. Why would I choose to download MP3 files?
5. Who sets the price for downloads?

Damaged Items
1.  What if the CDs I purchased are damaged or unplayable?

Miscellaneous
1.  Is this a Live Nation operation?
2.  Can I get expedited shipping?

Purchases
1.  What is your purchase policy?
2.  Will I get an email confirmation of my order?
3.  My Credit Card has been declined but my bank says that the order has been authorized. What happened?
4.  How can I pay for my CDs?

Technical Issues
1.  I'm concerned that there will be 2 second gaps between each song
2.  Is your site secure? I do not see the padlock icon on my browser
3.  Are these recordings from the soundboard?

  

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Concerts 

1.  Is there any chance of releasing other artists?

What you see is what we offer for sale at any given time.  New releases will be posted on the "Buy Music" page as soon as they are available for purchase.

2. Why are some artist's recordings available sooner than others?

MunckMix, the producer of the Jazz Fest Live recordings, record every show in multi track format and remixes each recording after the show.   In some cases we work through multiple mixing sessions to arrive at a final sound that is acceptable to us and the artists. Be patient, we’re ensuring our artists and our customers the highest quality mix possible.   

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Order Status and Contact Information

1.  How will my order be processed?

Within a day of your order, you will receive an email purchase confirmation.  The recordings are mixed and mastered by our sound engineers after each show.  In some cases, the master is available within hours of the show, but in some cases this process may take up to a week after each show. The masters are then sent to production which could take another week or so. The recordings will typically be shipped within 3 weeks of the show date.  

Orders received weeks after the shows will be processed in batches and are typically shipped within a week or two of the date the order was placed.

2.  Who do I contact to find out the status of my order?

There is a link on the website for “Order Status”. You will need your confirmation number from the email we sent, or you will need the ticket/receipt number from the venue if you ordered your CDs there.

The site will show you the status of each show you ordered. If a show you ordered is not listed, it has not been processed yet. It does not mean that your order is wrong or missing. Once an order ships it will be tagged as “shipped” and will indicate so when you check its “Order Status”. Please allow 7 to 10 days of mail delivery time.   

3.  Who do I contact regarding customer service?

Customer service inquiries are answered via email only at service@munckmusic.com. When emailing us, please include the Band/Artist name and your Order Number in the Subject line.
 

Downloads

1. Why are some shows available for downloads, some as CDs and some as both?

For a variety of reasons, some bands only want to sell their recordings on CDs, others want to sell their recordings only as downloads to avoid conflicts with their record labels. As the practice of selling legal music downloads continues to evolve, we expect that more and more bands will be offering their recordings in both formats. Stay tuned…

To simplify things, we only offer downloads of shows that have actually occurred, and that have been thoroughly mastered. In contrast to some sites that offer a rough soundboard recordings, MunckMix uses a fully remixed and mastered recording regardless of format. Thus it may take 1-2 weeks from a show date before the downloads become available.


2. What file formats are available when I purchase a download?

MunckMusic offers consumers a choice of two download formats:  MP3 (at 256 Kbps resolution) and FLAC (lossless).  There is a slight surcharge for FLAC format as these files are considerably larger than MP3 files and require more storage and transmission bandwidth.  You will be prompted to choose your format during the check out process.


3. Why would I choose to download FLAC files?

For experienced audiophiles. FLAC files are "lossless" files that - although compressed to about 65% of the size of a normal CD file size - can be converted to a Wave file format with no loss in fidelity.  However, these files are significantly larger than MP3 files (see below) and require much longer transmission time and more storage space.  Also, very few devices can actually play back a pure FLAC file, so users must go through an additional conversion step on their PCs before the files can be listened to.  For this reason, we only recommend FLAC to experienced users who have the necessary conversion software and equipment.

4. Why would I choose to download MP3 files?

Ideal for Windows and Macintosh Users with existing MP3 (or iTunes) music libraries or devices. A vast number of digital music fans are already familiar with the MP3 format since there are numerous consumer electronics devices and software applications on the market that are capable of playing MP3 files.

We are offering our MP3 downloads at the highest resolution setting – 256 Kbps – which is than twice the resolution typically offered by other services selling MP3 files.

5. Who sets the price for downloads?

MunckMix works directly with the artists to set the prices for their products. Downloads are typically priced below CDs as they require no handling, assembly, and inventory management. Contrary to some beliefs, however, downloads are not cost-free. Web-design, data storage and equipment amortization, internet connections, royalties, software licenses, payment processing, database administration and maintenance, tech support, customer service, and venue fees all add up!

 Damaged Items 

1.  What if the CDs I purchased are damaged or unplayable?

We take great care in assuring that your product arrives in good condition. Our audio CDs are high quality, and our specially designed CD mailers are at least somewhat shock resistant.

We will replace items that arrive in damaged or broken condition, but may ask you to return the damaged products to us. If your order arrives damaged or unplayable, please notify us via email (service@munckmusic.com) within 30 days of receipt and we will instruct you how to proceed. Please include the following information:

	•	Order #
	•	Concert date and venue
	•	A brief description of the damage
	•	Your name
	•	Shipping address
	•	Email address
	•	Phone number

Miscellaneous 

1.  Is this a Live Nation operation?

No. The recordings are handled by MunckMix, Inc. in Chicago (www.munckmix.com).   

2.  Can I get expedited shipping?

There are no expedited shipping options. At present, all individual concerts will be shipped US Mail First Class. All International orders will be shipped Airmail Letter. 

Purchases 

1.  What is your purchase policy?

All purchases are final, non-refundable and your credit card will be charged upon sale. 
 

2.  Will I get an email confirmation of my order?

Upon our receipt of your completed order and the completion of the credit card processing, we will send your order confirmation number to the email address you furnished to us when purchasing. Please record this number for future online reference. All of our email communications will use the email address that you initially furnish us.

Recordings ordered at the venue will not receive an email confirmation. The ticket/receipt you were given at the venue is your confirmation.

3.  My Credit Card has been declined but my bank says that the order has been authorized. What happened?

Whenever a credit card purchase is “declined”, we DO NOT charge your credit card account for a purchase.

Typically, a credit card purchase can be declined for one of the following 5 reasons:

When you enter in your credit card information and click “Complete Your Purchase”, two things happen (in a matter of seconds):

First, the purchase amount and card number is sent by our credit card processing company to the bank that issued your card (for example Capital One, Citi, Bank One, etc., etc.) and is checked against your credit line. If the card number is valid, and the credit line is sufficient to cover the purchase amount, the bank sends an authorization code to our credit card processor saying, in effect: “ok, there’s money to cover the purchase”. The bank also reserves the amount of the purchase against the available credit, but it does not charge it yet. If there’s insufficient credit availability, or a wrong card number, the bank declines.

Second, the other verification data (name, address, expiration, CVV2) is sent to the credit card company (i.e. VISA, MC). They check that all the other verification data matches.

If both the bank AND the credit card company verification come up OK, our credit card processing company “Accepts” the transaction, and we charge the purchase to your credit card account.

If the bank declines, our credit card processing company “Declines” the transaction, and nothing is charged to your credit card account.

If your bank authorizes the purchase (i.e. there’s sufficient credit available), but the credit card company declines, our credit card processing company “Declines” the transaction, and nothing will be charged to your credit card account. However, in many cases, your bank doesn’t know this yet! So it thinks that the charge is coming, and continues to reserve the purchase amount against your credit line! This can last up to 5 days for some banks. Unfortunately, there is nothing MunckMix can do about this. Our best advice would be for you to contact the card issuing bank and discuss it with their customer service reps.

4.  How can I pay for my CDs?

At the concert venue, we accept cash and credit cards. Our web site accepts credit cards - Visa, Master Card, and American Express. We also accept Money Orders with the following instructions:

Technical Issues 

1.  I'm concerned that there will be 2 second gaps between each song.

The sound engineer puts track markers only with no gaps between songs so that the CDs will play just like the actual concert.
   
 
2.  Is your site secure? I do not see the padlock icon on my browser.

The padlock icon on your browser is indicative of every piece of data on the web page being sent over the secure socket. Sending the background images and other miscellaneous data over this socket would degrade the performance, so we chose not to secure the entire page, only the personal information on the page. The personal information is indeed secure, and the presence of a secure socket can be verified (while viewing the Buy CDs page) by going to the File Menu, then Properties. Under security you will see a statement about the SSL 3.0 layer. 


 3.  Are these recordings from the soundboard?

The recordings are multi-track recordings where MunckMix engineers take a combination of instrument and microphone stage feeds and audience microphones to render a high quality recording with a “live” feel. The multi track recording is then mixed and mastered in MunckMix’ mobile studio rig, or at its studios in Chicago, before being transferred to CDs and posted as downloads.

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