1. lost packages
2. overnight/second day on weekends
3. preorders
4. customer service delay
5. forms of payment
6. international duties
7. return policy
8. secure orders
9. Digital Albums FAQ
Q My order was shipped 2 weeks ago and I still have not gotten it. What is the Lost in Mail Policy?
A There's nothing worse than waiting for music. Unfortunately, Mute has a (1) one month policy on items which appear to be lost in the mail for domestic orders. International orders have a one and one-half month policy before being re-shipped. If you have not received your order after this period of time after the shipping date, you can contact help@hasawebstore.com and we will work on getting you another order shipped a.s.a.p. The reason for this period of time is because Priority Mail has no guarantee on the exact time it will take for the order to be received and they offer no tracking numbers. Sometimes orders take longer than 1 week but are usually received within 1 month.
*For orders with any special shipping options (overnight, 2-day air), immediately contact help@hasawebstore.com.
A No. Overnight Air and Second-Day Air are based on a M-F schedule. For example, if you order on a Friday using Overnight Air, you will not receive your shipment until Monday, or Tuesday using Second-Day Air.
Q Does the Overnight Air and Second-Day Air options include weekends?
Q How can I pay for my orders?
A We accept Visa, Mastercard, American Express, Discover, AND Diners Club!
In addition to regular internet orders, Mute will accept orders received by phone (212.991.5191) or fax (212.777.8059).
Q Do I have to pay duties or tarrifs for international orders?
A Unfortunately, the answer is oftentimes 'yes.' Most countries have local taxes ranging anywhere from 10-25% of an imports' declared value. They do this to discourage people from buying imports. Legally, we must declare a value on all international shipments to eliminate the risk of orders being confiscated at customs. If we declare 'zero value,' it is very likely that your order will be confiscated or delayed. However, we will declare the minimum allowable value and we offer 10% off coupon to all international orders over $100 to offset these extra fees. To realize your savings, simply enter the coupon code below.
Coupon code: inter100
ALL International parcels are shipped with UPS
Mute accepts returns for damaged merchandise and offers store credit in all other cases. Please contact customer service within 30 days... Simply call our customer service representative at 212.991.5191 or email us. We will provide you with a return authorization number. When the return is authorized, you must include this number, along with your return address and the item that you wish to return.
The full cost of purchase for the actual product will be credited to your credit card. Mute will provide a credit for shipping charges only for orders that shipped incorrectly or were damaged during delivery. Shipping costs for all other returns are not refundable...sorry. Open product and special orders are non-refundable. Additionally, return shipments cannot be sent COD.
1. Contact Mute Customer Service to obtain a Return Authorization number. You can call Customer Service at 212.991.5191 or email help@hasawebstore.com any weekday from 9AM to 6PM.
2. When you call or email Customer Service, please have the following information available in order to facilitate the process:
- Order confirmation number
- Your name
- Your email address
- Your phone number
- Product name
- Reason for return
3. Re-pack the product and send it back.
- Fill out the return label on the back of your invoice and include the Return Authorization Number (RA#).
- Enclose the item(s) with the original invoice in a secure package.
- Place the return label on the package and ship it to the address given to you by Customer Service.
Because we know how important security is for our customers, Mute has taken great measures to ensure the security and confidentiality of ordering information such as credit card numbers, addresses and personal data.
Mute uses SSL (Secure Sockets Layer) technology for encrypting data transmitted over the internet. SSL was created by Netscape and is supported by most internet browsers, including Netscape Navigator and Internet Explorer. If you see a blue line at the #top of your window and a symbol (usually in the lower portion of your screen) that looks like a lock and key, then you are protected by SSL protocol. Other browsers use similar, but not necessarily identical, indicators.
Mute is also registered with a site identification authority (VeriSign) which enables your browser to confirm Mute's identity before transmissions are sent. VeriSign technology provides the strongest security available today (it is used by the military for securing information and data transmissions).
Digital FAQ
Q. How do I download my digital albums?
A. You will be provided with links to immediately download in the last step of the checkout process. You will also receive an email containing your order number and individual links to each album you've purchased for download. Just click on the links provided and you will be prompted to save the files to a destination folder of your choosing.
Q. How will the individual tracks be packaged?
A. You will download the entire album in a .zip format which will be extracted into individual .mp3 tracks. If you are using Windows XP or Windows 2000 you should be able to extract the .mp3 files without any extra software. If you are using another OS you may need to download an extraction utility that supports the .zip format
Q. What format will the individual tracks be in?
A. All of our MP3's are encoded in 192 kbs MP3.
Q. Do the tracks contain any Digital Rights Management (Security Protected Files)? Can I only upload the tracks to one device once after I purchase them?
A. None of our MP3's will be wrapped with any kind of DRM or security-protected files. You can upload the digital files to as many devices as you want, just like owning a physical copy. At hasawebstore.com, you buy digital downloads with no restrictions attached.
Q. What happens if I lose my order number?
A. You won't need your order number to download your digital albums, you will only need your account password and the download links provided at checkout time or in your confirmation email. If you would still like to get your order number contact help@hasawebstore.com
Q. What happens if I lose the email with the download link?
A. Contact help@hasawebstore.com and provide either your order number or full name and account password.
Q. What happens if I receive an error when downloading my digital album?
A. The download links are valid for three download attempts. If you are still unable to download the album after these attempts please contact help@hasawebstore.com. Please make sure that your firewall settings allow you to download from our site.
Q. I clicked on the button to download my album, but I can't find the MP3 files on my computer.
A. Digital albums are delivered to you directly through your browser as a .zip file. Some browsers will automatically download these files to a default location on your computer (usually your desktop unless you specify otherwise). Others will allow you to choose where to save the files. It is also possible that your download hasn't yet finished. All browsers have a download status window which shows the download progress. Make sure you check this window to see if your download has finished.
Q. I am having trouble getting the digital files to play on my computer or device, how do I correct this?
A. Try downloading the .zip file again and re-opening it. You can do this up to 3 times. Please save your confirmation email until you are certain that your files play correctly. If any files still continue not to work after reattempting the download please contact help@hasawebstore.com.
Q. If there is a quality issue with an MP3 that I downloaded, can it be repaired?
A. Try downloading the .zip file again and re-opening it. You can do this up to 3 times. Please save your confirmation email until you are certain that your files play correctly. If any files still continue not to work after reattempting the download please contact help@hasawebstore.com.
Q. How long should it take to download my digital album?
A. This will depned on the length of the album (duration of all tracks) and your internet connection speed. An average download time for a 45 min. album is 10 mins.
Q. Can I return or exchange any digitally downloaded album?
A. Unfortunately, due to the nature of digital downloads we are unable to issue any refunds or exchanges.
Q. How do I add my digital album downloads to my MP3 player?
A. You must first follow the link in your confirmation email, download and save the .zip file somewhere on your computer. We suggest making a 'Downloaded Music' folder on your desktop and saving your files there. Once your .zip file(s) have been successfully downloaded you can extract your MP3 files in the same directory.
Adding downloads to Winamp
* 1. Click the Add button on the lower-left corner of the player.
* 2. Click ?Add DIR?
* 3. Select the 'Downloaded Music' folder
* 4. Click ?OK? to import your new downloads
* 5. Click ?OK? to import your new downloads
Please note that you will need to follow these steps each time you download from hasawebstore.com.
Adding downloads to iTunes
* 1. Open iTunes
* 2. Click on 'File' in the top left corner of iTunes
* 3. Click 'Add Folder to Library'
* 4. Select the 'Downloaded Music' folder
* 5. Click 'OK' to import your new downloads
Please note that you will need to follow these steps each time you download from hasawebstore.com.
Adding downloads to Musicmatch
* 1. Click on "File" in the top left corner of the program
* 2. Click "Add Tracks to Library"
* 3. Click on "Desktop" in the left hand side of the window
* 4. Select the 'Downloaded Music' folder
* 5. Click "OK" to import your new downloads
Please note that you will need to follow these steps each time you download from hasawebstore.com.
Adding downloads to Windows Media Player
* 1. Click on "File" in the top left corner of the program
* 2. Click "Add to Library"
* 3. Click "Add Folder"
* 4. Select the 'Downloaded Music' folder
* 5. Click "OK" to import your new downloads
Please note that you will need to follow these steps each time you download from hasawebstore.com.
Adding downloads to RealPlayer
* 1. Click on "File" in the top left corner of the program
* 2. Click "Add Files to My Library"
* 3. Click on "Desktop" in the left hand side of the window
* 4. Select the 'Downloaded Music' folder and click "Open"
* 5. Select the name of the artist you would like to import and click "Open"
* 6. Select the name of the album you would like to import and click "Open"
* 7. Select the files you would like to import and click "Open" to import your new downloads
Please note that you will need to follow these steps each time you download from hasawebstore.com.