Frequently asked questions. And their answers.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, and American Express.
When will my credit card be charged?
Your credit card will be charged as soon as you place your order.
Is my order/personal data/credit card information secure?
Yes. We use SSL encryption - the industry standard - for all personal information collected during the order process. We do not maintain payment method information in our order management system after your order is processed - even if you order from us once a week. We do maintain a paper copy of your order/payment information that is secured separately from your project information by our accounting staff.
Shipping
When will my order ship?
We ship 10-12 business days after we receive your source, artwork files, and anti-piracy / licensing paperwork (Day 0).
Can I track my shipment?
Yes. Your Project Manager will email you the day your project is shipped. The email contain a shipment tracking number for the shipping provider.
How long does shipping take?
Your shippment will orginate in Lancaster, Pennyslvania. Shipping may take any where from 1 to 6 shipping days. For a map of the U.S. that shows how long it may take to reach you, click here.
Submitting Files
How do I send my master/artwork?
You will receive complete shipping instructions with the invoice emailed to you after you order. In addition, you can visit the File Upload Manager in the Your Account section. This allows you to upload your art files for a particular project.
Re-orders
Can I re-order a previously produced CD?
Yes. Visit the Order History page in the Your Account section. From there, choose a past project that you wish to re-order. A 10% discount will be applied to that order. In order to receive this discount, the same art files and master must be used. There are no exceptions.
Creative Services
Can you do my label and insert artwork?
Very soon. We will provide design services. When shopping on CDCentric.com, you'll see available options for design services. Please note that this does add time to your project.
Anti-Piracy
Do I have to send anti-piracy forms with my master?
Yes - no exceptions. Reorders do not require a new form. There are two forms required from each customer - an annual certification and a form that must be submitted with each new source. Please visit here for more information about our licensing and anti-piracy policies and the forms that you need to send in to us with your master disc.
What happens if I don't provide adequate anti-piracy information?
You leave us no choice but to cancel your order. Please, don't mess around with this. All of our project managers are trained in the correct and accurate assessment of piracy and licensing issues. Few people will ever run into any issues with this, but if we do request additional information, please reply in an accurate and timely fashion. If we do have to cancel your order for failing to meet requirements for licensing, we will subtract an administrative fee of $47.50 from any refund you are due.
Does the IRMA Anti-Piracy Compliance Program include the review of song writing and publishing rights?
NO. Song writing and publishing rights are not included in the scope of this program.
Can I still specify the numerics on my replicated discs?
YES. The IRMA specifications do not affect how CDCentric.com implements numerics. That means the special requests you have had in the past for numerics will not be affected.
If my data source is reviewed by CDCentric.com and is considered unacceptable by IRMA standards, is my order cancelled?
NO, but it could be delayed if you are slow to respond. Your project manager will contact you and request the appropriate information to make your source acceptable. If you do not supply this information, your source will be returned to you and your order will then be cancelled.
I place a bunch of re-orders with CDCentric.com. Do my selections get reviewed under the IRMA program every time I place a re-order?
NO. Each source received from a customer must be reviewed only once under the IRMA criteria. Your source will not have to undergo the IRMA anti-piracy review again, although we are ALWAYS on the lookout for signs of potential piracy.
Is CDCentric.com required by the IRMA Specification to keep my source for a period of time after my order?
NO. Your source may be returned at any time per you request. We retain a quality assurance replica from your order and will maintain the ability to re-mold a replica with your customer records.
Does CDCentric.com need to receive a file listing with every CD-ROM?
NO. You do not need to supply a file and directory listing with every CD-ROM. If you have one, please send it, but it is not required. What IS required is that you send in a completed CDCentric.com Anti-Piracy Form with every source, including CD-ROMs. See above for these forms.
I have a CD-ROM application which has updates issued weekly/monthly/quarterly. Is it possible to submit paperwork for my application once and not have to worry about submitting it again?
NO. The IRMA program and its record keeping are based upon every source received. Completed forms and pertinent licensing information are required with every received data source. All sources are reviewed after receipt, including replacement sources.
I wish to submit an audio recording of myself performing original material (or I am a software developer submitting my own software). I don't have any formal documentation showing a registered copyright or official licensing. Can I still submit my data source for replication? If so, what does CDCentric.com need?
YES. You may still submit your data source for replication. We will require formal documentation indicating:
the name of the original artist or developer
their street address (P.O. boxes of any kind are not acceptable)
their telephone number (no fax or pager numbers can be accepted).
This document should clearly state that they give their broker/representative, or CDCentric.com, the rights to replicate their material. Depending upon what we receive, CDCentric.com may deem it necessary to request additional supporting information.
Do software packages which are freely distributed require licensing documentation for replication?
POSSIBLY. Some freely distributed software packages, like web browsers, still require a licensed distribution agreement to be filed with the vendor. You should check with your software vendor before submitting your source material for replication. Proof of licensing will be required for replication.
I have my own CD-R with purchased software on it. I want to replicate it for use within my own organization. Since I am not selling the discs, do I still need to have licensing documentation submitted with the source for replication?
YES. You must provide documentation indicating that you own the adequate number of user licenses for the number of CDs you wish to replicate.
Other
Why do you communicate via Email?
Cost. We are all pro's at what we do and so are our customers. Email is the most efficient and least costly method. If you need to speak with us, just give us a phone number to call you back at and the best time to do it - and we will.
Can I get proofs of my artwork before production begins?
Yes. But this is not included in the package price. It is available as an a additional cost option on all of our packages. Most of our customers do not require proofs, so we do not include this in the package.
What is your cancellation policy?
We understand that sometimes things go awry for any number of reasons. Our cancellation policy is simple - we will gladly refund the purchase price of your package minus any costs we have incurred in processing your order to the point you have cancelled. These charges will be itemized and provided with your credit notice within 3 business days of the cancellation of your order.
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