Welcome to The Flat Five Press And Recording Online Store FAQ. Our goal at Flat Five Press And Recording is 100% customer satisfaction. We are committed to providing a secure, fast, and reliable service to all our customers. Please take the time to read our FAQ and, of course, feel free to email us ( Note - If emailing Flat5, please type TLM-170 in the subject line) with any further questions you may have. Remember, customer satisfaction is always our primary concern and we are here to help make your online shopping experience a pleasant one. Thank you for your business and support.

What's your Privacy policy?
     Our interest is in spreading the word about local and regional artists, not the word about you. In short our privacy policy is as follows:

    Flat Five Press And Recording views all customer information as strictly confidential, and will never sell or otherwise disclose any customer information to any third party unless required by law.

   Additionally, our online credit card processing affiliate, CCNow, has the following Privacy policy:

    "CCNow asks customers to supply various personal data when placing an order, such as name and address, credit-card information, and E-mail address.  We use this data only for the purpose of filling an order, or communicating with the customer or supplier about the status of an order.
     We treat this customer information as private and confidential, and we will not disclose this information to other individuals or organizations unless required by law.
     We will not distribute customer information to be used in mailing lists, surveys, or any other purpose other than what is required to perform our services.
     CCNow is committed to safeguarding the privacy of our customers' personal data."
 

How is my order shipped?

    Your order will be shipped via U.S. Mail.

Is ordering online safe? Does Flat Five and CCNow use SSL encryption in order to protect credit card information?

  Yes. Our shopping-cart software runs in Secure Mode on your browser, using SSL (Secure Sockets Layer) to encrypt sensitive data such as credit card numbers.

While selecting products and adding them to the Shopping Cart, the customer is in Non-Secure Mode.  After he/she presses the Checkout button, we switch to Secure Mode in order to collect the billing and shipping information.

Why is there no sales tax?
     Any order that is placed with CCNow carries no U.S. sales tax because their company is located in Delaware. CCNow acts as a retail reseller of Flat Five products.

U.S. sales tax is only collected when the customer is located in the same state as the retail merchant.  This means that any Flat Five customer who is outside of Delaware will not owe sales tax.  Any customer who happens to be located in Delaware would not owe sales tax either, because Delaware has no sales tax.

How can I delete an item from their shopping cart after it has been added?
     These instructions are located on the shopping cart screen.  To delete an item, change the quantity to 0 or spaces.

What is the return policy?
  Our refund/return policy is very straightforward and hassle free. If you wish to cancel or return your order due to a defect or a mistake in fulfillment you may do so within the first 30 days and receive your choice of either an exchange or a full refund. We regret however that we cannot accept the return of undamaged, open CDs or used and/or washed clothing.

  CDs In order to help keep our costs low, we unfortunatly cannot ship CDs for the purpose of letting customers "try them out". If you need to listen to any tracks to help you decide if you wish to purchase a CD, sound examples have been provided for you. You can check them out by clicking on the "Real Audio Example" CD's page. Any damaged CD may be returned for exchange only. Any unopened CD can be returned for exchange or full refund.

   Clothing The prohibition of used or washed clothing from being returned is a health code rule. Please inspect and try on your clothing order upon arrival and if you wish to return any article of Motive clothing please do so immediately. You may return any article of Motive clothing for any reason, but it must be unused and unwashed.

   Books All sales are final on allFlat Five Press And Recording Books.

When will my order arrive?
     All orders usually ship within three (3) business days. All orders are shipped via U.S. Postal Service and usually arrive within 14 days.

What if I have a question about my bill?
    Please e-mail us at store@flat5.com and we will be glad to answer any questions you may have.

Which credit cards does Flat Five Press And Recording and CCNow accept?

  CCNow accepts Visa, MasterCard, American Express, and Discover/Novus cards. This includes all card types which are derivatives of those brands.  Some examples are:  Visa check cards and debit cards, MasterCard "MasterMoney", EuroCard, etc.

 Does Flat Five Press And Recording and CCNow accept other forms of payment from customers, such as paper checks, online checks, or EFT transfers?

  Currently, Flat Five Press And Recording and CCNow accepts only Visa, MasterCard, American Express, and Discover/Novus charge cards, and other cards which bear those brands.

Customers who want to pay for merchandise from their checking account can use a Visa or MasterCard check card or debit card, however.  These types of cards are connected directly into a customer's checking account.

How long does it take for an order to be processed, and what is the sequence of events that occurs after an order is placed?

  After you place an order, CCNow sends an Order Confirmation to the your E-mail address.  This can also be used as an invoice or receipt, if you choose to print the E-mail message.

 How can I check the status of an order?

  If you feel your order is overdue you may email us with your order information @ store@flat5.com or call us directly at 540-389-9427.

Will I recieve a reciept?

  Your confirmation e-mail serves as your reciept. CCNow's software is Web-based, and no paper receipts or invoices are generated.  If you need to generate a paper invoice, you can print out the order from an E-mail message, or from the Order Inquiry screen.

What if I have a question that wasn't covered on this page?
     Please e-mail us at store@flat5.com and we will be glad to answer any further questions you may have.