Help

Please review our guide below for helpful tips about using our website. If you have questions not covered below, please review our F.A.Q. or contact us through our Customer Service Portal.

For a quick tutorial on how to use our new website, please click here. 

FINDING MUSIC

At Arkiv, our goal is to provide our customers with the most efficient and intuitive method to locate the recordings that they really want. Our unique interface was designed specifically with the classical music customer in mind. There is no need to ever actually type information into a search box. You can simply click down the path toward your desired result. By focusing on this drilldown process, we eliminate the confusing results that are often associated with searching to find products. You are also able to browse through listings of actual works by composers or lists of performers, conductors, or ensembles, and be certain that the resulting albums you find have the recordings that you are looking for.

Through our drilldown categories, we've attempted to replicate the typical thought process that a classical music buyer would employ when trying to find specific recordings. Here are a couple of tips about our interface:

When you click on a category heading such as Composer, Conductor, Performer, etc., we will show you an alphabetic listing of the Top 100 (based on number of recordings) for each particular category.

Within each category, you can always click on the letter of the alphabet to jump directly to a listing of appropriate names, ensembles, labels or instruments for that particular letter.

As you drill further down, we will present you with other choices that will quickly allow you to get to the work or recording that you are looking for. We will also present a "see all albums" link if you want to jump out of the drilldown process and see a list of all pertinent titles.

If you only have keywords from an Album title, e.g., Spirit of the Renaissance or Appalachia Waltz, you might try using our Album Title Search. Please note: As this is a specific search on Album title, it will not help you find a piece of music, although it could help you find one of the criteria for the categories listed above.

 

FIND BY CATALOG NUMBER

You can search by catalog number on Arkiv by using our Find by Catalog Number feature. From the home page, you need to enter a complete catalog number, and we will search across all labels to find an exact match for the catalog number you entered. For example, if you enter "1003" in the search entry box, the results will display a few dozen albums with the catalog number 1003, each from a different label.

You can also use Find by Catalog Number from any specific label page. When you search from this location, you can enter any part of a catalog number and we will search for that number within the label catalog. For example, if you were on the label page for Harmonia Mundi (you can get there by choosing "H" from the label category, and then by clicking on "Harmonia Mundi"), and you entered "2951" in the search entry box, the results would display all of the Harmonia Mundi titles with the number 2951 anywhere within the catalog number (e.g. 2951479, 2951328, etc.).

If you are having trouble finding titles by using the Find by Catalog Number on the home page, we suggest that you try going to a specific label page and entering the catalog number there.

 

SHOPPING CART / CHECKOUT

When you wish to place an item in your shopping cart, simply click on the Add to Cart button associated with that product. You will then see that the item is displayed in the cart. From there, you can click to Continue Shopping or Proceed to Checkout. If you are checking out, the Shipping Address page will appear. If you have shopped with us before using the same computer and web browser, your last-used email address and shipping address will be filled in for you. If you have an account with Arkiv, you can sign in using the box on the right side of this page. You can then use and store shipping addresses, saving time during checkout. 

While you are shopping at Arkiv, you can view the contents of your cart by clicking on the shopping cart icon located in the upper right corner of every page on Arkiv.

 

YOUR ACCOUNT / ORDER STATUS

When you place an order on Arkiv, you will be notified via email when the status of your order is updated. However, you can also view the details of your orders on Arkiv by clicking on My Account in the upper right corner of every page.  On this page, you can also sign in to your account or create a new one with your email address and a password.

Once you have signed in, you will see a menu on the left side of your My Account page where you can review your order history and update your account information. To view the status of an order, select "Orders" to see an overview all orders. To see more detail, such as order tracking numbers, click on "Details" on the right-hand side of each order overview.

You can also make changes to your name, email address, password, stored shipping addresses, and product reviews from the section.

 

BACKORDERS / SPECIAL ORDERS

On the Arkiv product pages, and during checkout, you may see that one of your items is either on backorder, or only available via special order. If you have multiple items in your shopping cart, and one or more are on backorder/special order, your "In Stock" items will usually ship within 24 hours, and your backordered items will ship at a later date. Don't worry, you will not be charged additional shipping fees for multiple shipments. Also, we will never charge you for an item until that item has been shipped.

An On Order item is a product that we have sold out, but it is on automatic re-order with the label or distributor. On Order items normally take about 1-2 weeks to ship. However, we will continue to try to obtain the product for 45 days. If the item has not arrived in our warehouse after 45 days, we will cancel the order and notify you via email.

A Back Order item is a product that we regularly keep in our warehouse, but we have sold out. Backorders normally take about 2-3 weeks to ship. We will continue to try to obtain the product for 45 days. If the item has not arrived in our warehouse after 45 days, we will cancel the order and notify you via email.

A Special Order item is a product that we don't normally keep in our warehouse, but we will try to obtain the item on your behalf. Special orders normally take between 4-6 weeks to ship. We will continue to try to obtain the product for 45 days. If the item has not arrived in our warehouse after 45 days, we will cancel the order and notify you via email.

 

ADVANCE ORDERS

At Arkiv, you can place orders for titles up to 30 days before their actual release date. You will see the Advance Order indicator on certain pre-release titles as you view various product pages on the site. You can place these titles in your shopping cart as you would with any other title. Here are a few guidelines about Advance Orders on Arkiv:

New titles are primarily released on Fridays. If you submit an order with an Advance Order item in your cart, and you choose Standard Mail as your shipping method, the title will be shipped on the release date. You can expect the item to arrive within 4-8 business days after the release date.

You can submit any combination of Advance Order items and In Stock items in the same order. We will ship the In Stock items right away, and then ship the Advance Order items when the release date arrives.

 

PAYMENT METHODS

Arkiv currently accepts the following credit cards for payment: Visa, MasterCard, American Express and Discover. 

Arkiv captures payment at the time the order is placed. Any unfulfilled or cancelled order will be refunded back to the account associtated with the payment method used during the transaction.

All prices are in U.S. dollars.

To read more about payment methods, please click here

GIFT CERTIFICATES

It's easy to buy and redeem Arkiv Gift Certificates!

Click here to buy a Gift Certificate. Once you complete your Gift Certificate purchase, you will be given the option to email it to a friend (along with a gift message). You can also choose to print your Gift Certificate -- a great option for mailing in a card or giving as a gift in person!

If you already have an Arkiv Gift Certificate and you'd like to make a purchase, simply add items to your shopping cart and you will be able to enter your Gift Certificate Redemption Code during checkout. Redemption codes can be entered on the Payment Page as you complete the checkout process, and they can be entered with or without hyphens.

Some important things to know about Arkiv Gift certificates:

1. Arkiv Gift Certificates will expire 2 years after the date of purchase (not applicable in all states).
2. Arkiv Gift Certificates can not be redeemed for cash.
3. Arkiv Gift Certificates can not be used to buy another Arkiv Gift Certificate.
4. Unused balances on Arkiv Gift Certificates can be used for future purchases on Arkiv.
5. Gift Certificates or remaining balances can not be transferred to other Arkiv accounts.
6. Arkiv Gift Certificates can only be used for purchases on ArkivMusic.com and ArkivJazz.com, and they have no cash value.
7. Arkiv is not responsible for lost or stolen Gift Certificates.

 

SHIPPING WITHIN THE U.S.

Shipping charges on Arkiv are based on weight and the shipping method you choose. All shipping costs will be clearly calculated during checkout before you are asked to enter payment information and submit your order.

Our U.S. shipping options are: Standard Mail (4-8 business days), Next Day Air (1-2 business days), and 2nd Day Air (2-3 business days). You will be able to choose the shipping method for your order during the checkout process. PLEASE NOTE: Next Day and 2nd Day Air are not available for shipments to P.O. boxes.

Orders are shipped Monday through Friday, excluding holidays. Often your order is shipped out the same day it was placed on Arkiv, depending on the time of day. Next Day Air and 2nd Day Air shipments will be sent out the same day if you have submitted your order by 12 noon Eastern Time (weather permitting). We do not use Saturday or Sunday delivery for Next Day and 2nd Day shipments (for example, a 2nd Day shipment that leaves the warehouse on Friday will be scheduled for delivery on Tuesday). Express shipments will be delivered via Standard UPS.

It is difficult for us to make revisions to orders after they have been placed and confirmed. Often, your order has been entered into our shipping system within 15 minutes of completing your checkout. If you send us an email asking us to make a change -- such as combining orders, canceling orders, or adding items -- we will try to accommodate your request as best we can. However, please be aware that in most cases we will not be able to revise an order once it has been assigned for shipment. If we are unable to change your order as requested, we will provide instructions for you to return unwanted items. Customers are responsible for return shipping charges for unwanted items, and no refunds will be issued for the original shipping and handling fees.

Be sure to verify that the shipping address is correct before completing your order. We are not responsible for packages lost or returned due to an incorrect or incomplete shipping address. Returned items will be credited. If you still wish to receive the item, you will need to place a new order.

You will receive an email notification when your order is shipped. This notification will include pertinent details about your shipment, including tracking numbers if applicable. PLEASE NOTE: Depending on the number of items in your order, we may apply a complimentary shipping upgrade from Standard Mail to either FedEx or UPS Ground.

INTERNATIONAL SHIPPING

Shipping charges on Arkiv are based on weight and the shipping method you choose. All shipping costs will be clearly calculated during checkout before you are asked to enter payment information and submit your order.

All shipments outside the United States are sent either via U.S. Mail or DHL World Mail. We do not currently offer express shipping options for international orders.

IMPORTANT UPDATE: At this time, we are unable to fulfill orders to Norway, the European Union,* or the United Kingdom. Please accept our apologies for any inconvenience. We greatly value our customers in those regions and look forward to finding a solution to service them in the future. If you have further questions on this matter, please feel free to reach out to us through our customer service contact form here.

*Countries included in the European Union are as follows: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden

PLEASE NOTE: Arkiv is not responsible for customs charges, duties or taxes which may be applied to your shipment. These charges are the sole responsibility of the recipient.

Orders are shipped Monday through Friday, excluding U.S. holidays. Often your order is shipped out the same day it was placed on Arkiv, depending on the time of day (weather permitting).

It is difficult for us to make revisions to orders after they have been placed and confirmed. Often, your order has been entered into our shipping system within 15 minutes of completing your checkout. If you send us an email asking us to make a change -- such as combining orders, canceling orders, or adding items -- we will try to accommodate your request as best we can. However, please be aware that in most cases we will not be able to revise an order once it has been assigned for shipment.

Be sure to verify that the shipping address is correct before completing your order. We are not responsible for packages lost or returned due to an incorrect or incomplete shipping address. Returned items will be credited. If you still wish to receive the item, you will need to place a new order.

You will receive an email notification when your order is shipped. This notification will include pertinent details about your shipment, including tracking numbers if applicable.

We currently ship orders to the following destinations outside the U.S.:

Argentina, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Bermuda, Canada, Cayman Islands, Chile, China, Costa Rica, Cyprus, Czech Republic, Denmark, England, Ecuador, Egypt, Fiji, Finland, France, Germany, Greece, Greenland, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Jamaica, Japan, Kuwait, Latvia, Liechtenstein, Macao, Malawi, Malta, Mauritius, Monaco, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Norfolk Island, Northern Ireland, Panama, Papua New Guinea, Peru, Poland, Portugal, Saudi Arabia, Scotland, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Trinidad and Tobago, United Arab Emirates, and Venezuela.

SALES TAX

Arkiv is required to charge sales tax in the following states:  Kentucky, New Jersey, New York, Pennsylvania, and Tennessee.  If your shipping address is in one of these states, the appropriate sales tax will be calculated during the checkout process and displayed to you before you enter your payment information.

 

RETURN POLICY

Please review our return policy here.