Why didn't I receive an e-mail confirmation about my order?
How long will it take my order to arrive?
There are several reasons why this may happen. One of the most common is that your server rejects the message, regarding it as spam. Another possibility is that it did make it to your computer but might be sitting in your junk folder. If this is a constant problem, one solution would be to copy our e-mail address and place it in your address book. If your e-mail program allows you to set up individual mail boxes for specified users, or filters to automatically place mail from certain addresses into specified boxes, you might direct all mail sent from us to one of them.
I was charged an additional shipping charge for an incorrect address a month after I received my order at the correct address!
There are several answers to this question all depending on which shipping method you choose. In the U.S. most of our orders are sent via the USPS (U.S. Postal Service) Or UPS (United Parcel Service) and the amount of in-transit time depends on how far you are from our shipping location in Cincinnati. For standard shipping (UPS Ground, USPS First Class or Priority Mail) States bordering Ohio - Indiana, Kentucky, Michigan, West Virginia - usually receive packages within one or two days. California and other Western States can take up to a week or 10 days. However nothing is guaranteed. Everything depends on how busy both services are and the weather. Holiday seasons are of course the busiest. If you've got to have your order quickly the best thing is to use one of the faster services, which of course adds considerable cost to the shipping charge:
1: UPS Next Day Air - (adds an additional $40.00 - $70.00 to the shipping charges)
2: UPS 2nd Day Air - (adds an additional $30.00 - 50.00 to the shipping charges)
3: UPS 3 Day Select - (adds an additional $15.00 - $30.00 to the shipping charges)
I live in Alaska (Hawaii, Puerto Rico). Why were my shipping charges higher than your usual domestic rates?
If you are charged for an incorrect address it is because we were charged by UPS or FedEx. This happens when something was incorrect or left out of the address that you sent us. A simple mistake, even if the UPS or FedEx driver knows your house, will trigger a charge to us which we then pass on to you. Is the street address and zip code exactly right? Did you include your apartment number? The USPS will return a package to us even if the address is correct if your apartment number is incorrect or missing. There really is a good reason for you to check everything before you hit the submit button. For more information on this annoying subject click here. Check the Liben Online Order Invoice that we sent you when we shipped the order. The address that we sent your order to - which you typed into our shopping cart - is listed down toward the bottom of the e-mail.
I ordered only one item. Why were my shipping charges so high?
The rates to these locations are higher than in the continental U.S. UPS, FedEx and the USPS all charge according to the weight of the package, your Zip Code and the speed of the service. In just about all cases faster service is more costly.
What happened to my music? I ordered it xxx weeks ago.
Ordering one item at a time is the least cost effective method of ordering for both you and us. We actually lose money on these kind of transactions when you consider that those shipping charges have to pay for not only the envelopes and postage (or UPS or FedEx charges), but the fees that the bank and credit card companies charge us for each transaction. Ordering 1 piece of music for $17.00 or $18.00 is not the same as buying a $500.00 piece of electronic gear where it is a lot easier for the seller to offer free or reduced shipping. For more on this click here.
I was not home when my order arrived and it was returned to Liben. I was then charged again for shipping when it was sent to me a second time!
A: Domestic: Check your address on the E-mail confirmation that we sent to you. Is it correct? If it isn't, contact us, making sure that you include the date and order number with your message. A wrong address in the confirmation E-mail means that the error is your responsibility since it is what you typed into our shopping cart. For more on this problem click here. If the address is correct, we are responsible, but please read on . . .
Did you order from your school or university to be shipped to a box number or special department? If this is the case, please check the various points at which mail is received and held for you. Many times packages get caught up in the system, managing to sit around in an office or other location before than finding their way to the intended mail box.
Did you order from home? We ship via UPS (United Parcel Service) and USPS (U.S. Postal Service). If your order was shipped via UPS and no one was there to accept the package the chances are that a note was left informing you that UPS will make another delivery attempt. You might also try a neighbor. Sometimes the UPS driver will leave a package next door if you are known to him. In the case of the USPS, it is possible that your mail box wasn't big enough to accomodate the package. If no one was there to accept the package a delivery attempt notice is usually left. You should also try your local post office to see if the package is sitting there.
B: International: Every country has a different set of rules regarding imported goods. We have found that a good percentage of the time orders simply sit in local post offices because the package has to be signed for and the customer might not have been home when delivery was attempted. Another location where the package might be sitting is at your local customs office. In some countries, customs offices and post offices notify recipients that there is a package waiting for them to pick up, but this isn't always the case. If you feel that your order should have arrived days or weeks ago please try your local post and/or customs office. There may be a nice surprise waiting for you!
What International Shipping classes do you use?
The postal services in different countries have different rules regarding how they treat international mail deliveries. Some will leave packages the same way they leave domestic ones. Others require someone to be present and sign for the delivery. When we ship an international package we always alert the recipient: "Please make sure that someone is at your address to receive and sign for the package." We also provide a tracking number so you can monitor the progress of your order. It is impossible for us to know exactly when your package will be delivered. It is your responsibility to make sure that someone is available to receive the package. In most countries the postal and/or customs service will leave a notice the first time they attempt to deliver a package and no one is available to receive it. When we receive a returned package we notify the person who originally placed the order, using the email address that they provided, that the package was returned. We will then reship the package and charge the same credit card for the shipping charges.
For small orders - one or two items - if you do not specify any shipping preference, we ship via "First Class International." It is the least expensive method, but it also takes the longest time to get to you. Once an order gets above 4 lbs (1.8 Kilos) we must move to another category. Again, if nothing is specified we will use "Priority Mail International." It is more costly than "First Class International" but it is quicker. Weight limits are not usually a factor with music. But in case you're a dealer or distributor placing a large order, you'll be interested to know that 70 lbs (31.75 Kilos) is as much as any package may contain.
What is the best way to ship to Canada?
If you need your order really fast there are several excellent shipping methods that will make sure it arrives within a day or two. But be warned, the age-old formula more speed = more $$$s comes into play very quickly! For more information click here.
Why were my shipping charges so high?
We ship to Canada via the USPS or UPS. The method usually depends on the
shipping speed, value of the package and location in the country.
If you have a particluar preference please indicate it in
the comments box when placing your order. Also Click here
Why can't I have my packages sent via sea mail instead of air? Isn't it much less expensive?
Shipping and Handling Charges on International orders are higher because those orders not only require more work to process, (customs, insurance forms, more detailed information for the USPS, etc.) but are also subject to higher credit card bank fees. Since the amount that we charge for our editions is the same for both domestic (U.S.) and International orders, those higher costs have to come from somewhere. Rather than have 2 different pricing tiers for each printed edition, CD and DVD, that somewhere is in the Shipping and Handling Charges.
If your order consists of only one item it is possible for your shipping charges to actually be more than the edition itself! A solution to this problem is to combine as many items as you think you will be wanting into a single order.
Cost Saving hints:
If you are a student majoring in music and have to order one of our editions for study and performance it is possible that there might be others at your school doing the same. It is also possible that another student might need something from our catalog during the same semester as yourself. Your teacher may be helpful in suggesting someone that might be working on the same piece as you or something else that we publish. If this is the case, you could combine your orders. Most of the time ordering 2 pieces having similar weights will cost the same as ordering just one.
We ship internationally to many teachers who order multiple copies of our most popular items for their students. The shipping cost savings in these cases is enormous. Check with your teacher to see if he/she is involved with something similar.
Also click here.
How can I save on shipping charges?
The U.S. Postal Service stopped offering sea (surface) mail in 2007. They also stopped offering lower rates for printed matter - which includes music. Everything now goes by air.
The Total Charges on my order did not match the amount my Credit Card was billed.
The best way to save on shipping costs is to try and combine all the items that you think you'll be wanting into a single order. Ordering one edition and then ordering something else a week or two later is a sure way to spend more than you should on shipping. If you think you'll be wanting that CD that has the piece that you're ordering today, you'll save at least 50% of its cost by ordering it along with the music in one order.
Another way to save is to stay away from the express services. They are very convenient and extremely reliable but very costly too. Also click here.
Why do you require registered mail to ship to my country? It is so expensive!
If you placed a Domestic Order and live or ship to the state of Ohio (where we are located) you probably forgot to check "CLICK HERE if you are a resident of Ohio." Ohio State Sales Taxes are added to these orders.
If you placed an International Order you probably forgot to check "CLICK HERE if you are an International Customer." In any event shipping, charges to locations outside of the U.S. are added to orders after they are processed. Unfortunately our Shopping Cart is not sophisticated enough to calculate the various weights, values and customs and packing regulations to the many countries that we ship to.
Why don't you ship to my country?
In some countries mail deliveries are not as reliable as we would all like. Registering a package, which requires tracking and requires signatures, usually helps. However it does add a considerable amount to the cost. For some tips on how you can save on those orders click here.
How are customs fees and taxes handled? Do you take care of them?
Alas, there are some places on the planet that even registered mail won't help! There are all sorts of reasons for this from political to civil unrest. Far too much to go into here.
How to pay 3, 4 or even 5 times the list price for a single piece of music.
While we are obliged to fill out all of the forms
required by U.S. Customs, we can not take care of customs fees or any
duties or taxes required by your own country. This is something we have no
control over. In some countries the recipient is required to go to their
local post office or customs office to pick up the package. In others
it's taken care of at the door by the mail carrier or the UPS
driver, sometimes with varying fees. As to which shipping method to use: Since every country has its
own set of customs rules and regulations, you are the best judge of which method to use. So if you have
a particular request please be sure to indicate it in the comments
box when making your order. Otherwise we'll choose what we think is the
safest and fastest method.
How to be both fashionable and guarantee that your package will take longer than necessary to arrive.
We have found that many of our customers are quite skillful at managing to pay as much as 5, 6 or 7 times the catalog price for one piece of music. In fact for some, figuring out how to spend as much as possible for one edition seems to have become an art in itself. The methods vary among different individuals but there are a few traits that appear frequently enough to warrant mention and/or comment. If one wished to participate in this activity the following should help you to at least get started:
1: If you need a particular piece of music for a contest, jury examination or similar event, you should wait until a few days before you need the music in hand to order it.
2: When you order the music, you should include a question in the comments field relating to how long it will take for the order to reach its intended recipient. After you receive our we don't know, it depends on . . . reply you should wait at least a couple of days before answering and then ask how much it would cost for one of the faster shipping services. After we answer that query another wait of at least 2 days would be in order followed by placing the order instructing us to send it next day air. If you're really skillful you'll do this on a Thursday or Friday, demanding that the music arrive on Saturday. That'll add another $10.00 - $15.00 to the bottom line.
Of course international customers have the advantage in this game since shipping charges to destinations outside the U.S. are generally higher and express services are much higher. For those interested in such matters the current record is held by a gentleman in Japan who absolutely had to have a copy of the Dragonetti Concerto ($18.00 at the time) in 2 days. Total cost with shipping: $114.25. Many attempts have been made to eclipse this record including quite a few extremely creative domestic bids, but for now it is still the gold standard!
I received the wrong music. (or DVD or CD) Can I return it?
A great method to insure that your order takes a bit more time than necessary to reach you is to type everything in the order form - name, address, city, etc. - in lower case characters. Getting that little finger to hold down the shift key for the first letter of your name or city is oh so eighties isn't it. This works especially well if you have a particularly complex name, perhaps one that looks kind of like it might be the name of a street, park or sports stadium. Something like Cherimoyas Pineapple on East Melodie Lane. If you type cherimoyas pineapple and east melodie lane, it takes just a little extra time for us to figure out exactly what goes where, resulting in the order getting dumped into a waiting queue until we can take the extra time to make sure it's correct. The point is; if someone at our office has to retype all or part of your address it not only takes longer to process your order, but introduces the possibility of an address error, which may delay it for weeks, depending on where you're located and what rules your local postal service follows.
If you live in an apartment complex and neglect to add your apartment number you'll also be eligible to have your credit card billed for the extra charge that UPS bills us for an incomplete address.
If we sent you a wrong item send us an email mentioning the order number and date. Better still, copy the email that we sent to you when we shipped your order and paste it to the bottom of your message. If we made an error we'll get the correct item out to you as soon as possible. But please be aware of the following:
CDs and DVDs may only be returned if they have not been opened. This includes even those that we may have sent in error. So be sure not to open the shrink wrap if we sent the wrong disc.
Music is returnable only if what we sent to you was incorrect.
Music, CDs and DVDs that are damaged may be exchanged for the exact same items.
Occasionally, due to extenuating circumstances, we will accept an item for return that does not meet the above requirements. In these cases we deduct a 30% restocking fee and the original shipping charges. Any items returned under these circumstances must be in their original - new - condition.
What credit cards do you accept?
Why was my credit card declined?
We accept Visa and MasterCard.
I am an International customer: The total for my order was $50.00.* Why did my bank charge me $65.00*? (*These amounts are used as examples)
Your credit card can be declined for various reasons. the most common reason is that you may have reached the limit on how much you may spend. Once you have reached your limit you usually may not charge any more on that card until you pay off the balance. When we receive an order we must get an approval number in order to charge your card. If your bank does not provide us with one we cannot accept your order. Paying down your balance regularly each month will help you to maintain a good credit rating and at the same time save you the costs associated with high interest rates.
When we receive an international order we must first check the card to confirm that it is valid and there are enough funds in your account to pay for it. To do this we have to reserve funds from that account.
Reserving Funds, also known as holding funds, means that we contact your bank to inform them that we will shortly be charging your credit card a certain amount for a purchase that you are making from us. If there are enough funds in your account to cover the transaction, the bank puts those funds aside for a short period of time so we can complete the transaction. (The exact amount of time depends on the policy of each individual bank.) The bank then sends us an approval code that tells us: 1: your account has the necessary funds to cover the transaction, and 2: we have permission to charge your card up to the amount that we have reserved. Since we do not know the exact amount of your order until all the shipping and handling charges are figured we have to estimate what the cost of the order will be. Sometimes this is easy but not always. We always overestimate what the charge will be because when we finalize the order we can only charge up to the amount that we have reserved - not more.
When we do finalize your order (get an approval code from the bank) it will always be for a lesser amount than what we had reserved. The amount that we actually charge your card will be for the exact amount that appears in the email that is sent to you when your order is shipped. The remainder of the reserved funds remain in your account.
A related question may be: "Why don't you figure out all of the shipping and handling charges before you reserve the funds?" The reason for this is because it saves us time since we don't process the order until we know that it is approved.
More information, including various methods and policies that individual banks use to determine how long reserved funds are held can be found here and here and here.