Customer Service

Below we provide answers to the most important questions you have.


How do I check the status of my order?

When you place your order, we send you a confirmation e-mail with your order number. Clicking on that order number will take you to your order status page where you can track the progress of your order.

When your order ships we'll send you a shipping confirmation e-mail. In most cases it will include a tracking number that allows you to track your order on the carrier's web sites:

UPS International Mail Innovations shipments cannot be tracked Click here for more information.

I never received a confirmation e-mail. What do I do?

Your confirmation e-mail may have been caught in your spam filter. When searching for your confirmation e-mail, please note that our e-mails include the artist name in the "Subject" fields. So the subject line of a confirmation e-mail would look like this:

Subject: "Artist Name" Order Confirmation (111A111A1)

If you still can't find e-mails from us please contact customer service.

I entered my tracking number on the UPS website, but there is no information about my order. What should I do?

Your parcel may have just recently shipped, and tracking information may not yet have been entered into the system. Please check again in a few hours or the next day. If by then you still don't see any tracking information, please contact customer service

International UPS Mail Innovations orders are not track-able.

How can I get in touch with UPS?


You can find local contact information in the Customer Service sections of the appropriate UPS country websites in one of the following regions:

UPS Europe
UPS Asia
UPS Australia/New Zealand
UPS Caribbean
UPS North America
UPS South America


How will my order ship?

Domestic US orders ship UPS Ground, UPS Mail Innovations or U.S. Postal Service First Class Domestic.

We'll e-mail you shipping details and a tracking number on the day your order ships.

International orders originating in the US ship UPS World Wide Saver, UPS Mail Innovations or U.S. Postal Service First Class International.

All orders shipping from the E.U. will ship via UPS Express Saver. We'll e-mail you shipping details and a tracking number (where applicable) on the day your order ships.

Canadian orders will ship U.S. Postal Service First Class International, UPS Standard, or UPS Mail Innovations. We'll e-mail you shipping details and tracking number (where applicable) on the day the order ships.

From where my order will ship?

Each of our stores ships all of its products either from the EU, or from the US, but not both. To find out from where your product will ship, please refer to product or check out pages of the specific online store.

How long will it take to get my order?

Most orders ship within 1-2 business days. Once your order has shipped the estimated transit times are as follows:

International orders:

UPS World Wide Saver (From US):3 to 5 business days
UPS Express Save (From/within EU)3 to 5 business days
UPS Mail Innovations:8 to 18 business days
UPS Standard (to Canada):2 to 3 weeks
USPS First Class International:2 to 3 weeks

Domestic US orders:

UPS Ground2 to 6 business days
UPS Mail Innovations2 to 7 business days
USPS First Class Domestic2 to 10 business days

What is UPS Mail Innovations?

UPS Mail Innovations is a work share partnership of UPS and U.S. Postal Service that allows us to lower your shipping costs, and, in many cases, shorten delivery times. It works like this: UPS Mail Innovations picks up the parcels at our warehouse, processes them, sorts them, and delivers them to your local postal service, which will make the final delivery.

Domestic UPS Mail Innovations orders can be tracked. We'll e-mail you a tracking number on the day your order ships.

International UPS Mail Innovations orders can not be tracked. That's because the postal services in the destination countries usually don't provide tracking information updates back to UPS. We will e-mail you a shipping confirmation e-mail on the day your order ships.

I didn't receive my order within the estimated date range, what should I do?

  1. Our delivery date ranges are estimates and most orders should arrive within them. It is possible however, that some orders take a few days longer.
  2. Did you receive a shipping confirmation e-mail from "My Play Direct ("? If you didn't, your order may not have shipped yet. In that case please contact customer service.
  3. Customer service may have tried to contact you to correct a potential error with your address.
    Please check your e-mail or spam for an e-mail from "My Play Direct (".
  4. International orders that shipped via UPS Mail Innovations, or USPS First Class International may be held at the local post office because duties/taxes maybe due. Please check with your local post office.

When I pre-order an item will I get it the same day it is available in stores?

Whenever feasible we aim to deliver your items on the day they are available in stores, provided you ordered early enough to allow for processing and delivery. Please refer to the delivery date estimates during the checkout process.

My international shipping and tax/duty charges seem very high, why is that?

Most of our larger international orders ship via UPS World Wide Saver (Delivery Duty Paid) or Express Saver (Delivery Duty Paid), which means your total cost includes all duties, customs clearance fees, taxes or VAT, and international UPS freight charges. Your total US $ price is therefore locked in and no additional fees will be due when UPS delivers your parcel. Customs delays are also less likely since UPS handles the clearances on your behalf.

All other international deliver methods do not include these costs, and taxes, duties, and customs fees may be due upon delivery.

Please Note: Unless your order was in US Dollars, GBP, or Euros, the local currency amount charged to your credit card may be slightly different than the amount shown at checkout. That's because the exchange rate may have fluctuated from the day you placed the order to the day we shipped it and charged your credit card with the US $ amount.

Duties and taxes are not included in my total. When and how much will I have to pay?

Only international orders shipping via UPS Worldwide Saver (Deliver Duty Paid) or Express Saver (Deliver Duty Paid) will include taxes and duties. All other international orders may be subject to taxes, duties, and fees, once they reach your country. We have no control over these charges and they may vary widely from country to country. You, as the importer of record, will have to comply with the laws and regulations of your country and will be responsible for these charges. Please note that customs clearance procedures may cause delivery delays.

These charges may either be due upon delivery, or you may receive a notice asking you to go to your local post office to pay duties/taxes and to pick up your parcel

If you parcel takes longer than estimated, please contact your local post office, your parcel may be held there if customs charges are due.

My order is shipping from the E.U. - do I have to pay VAT& Duties?

When your item ships from the E.U. all VAT/taxes and duties are included in your total.

Can I order an item as a gift for someone in another country?

Because of the complex logistics of international shipping, the billing country and the ship-to country have to be the same. We hope to be able to offer this option in the future.


What is your general return policy?

You can return most new, unopened items within 30 days after receipt for a full refund. Items should be returned in their original shipping container. Please contact customer service for a return merchandise authorization number (RMA#) and instructions on how to return the item. Once we receive your unopened item, we will process your refund.

If you item includes a ticket presale code we can not issue a refund.

How long will it take to get my refund?

All approved refunds should be credited to your account within one or two billing cycles.

I received a damaged, defective, or wrong item. How do I replace it?

Please contact customer service. In most cases we will send you a replacement item and - if necessary - return instructions.

What is an RMA number and why do I need one?

A return merchandize authorization number (RMA#) ensures that our warehouse can receive your package and reference it back to your initial order. Please do not ship any items back to us without RMA#.

Where do I get an RMA number?

Please contact customer service with a short explanation of why you'd like to return the item. If the item is eligible for a return, we will e-mail you the RMA number along with instructions on how to return the item. The RMA number is free.

Who pays for the return shipment?

In most cases, you will be responsible for the cost of returning the item. However, if the return is due to an error on our part, or due to a defective item, we will pay for the shipping of the new item and for the return of the old item.

Where do I send the returned item?

Please contact customer service for return shipping instructions. And please do not return any items without an RMA#.


How can I change my address or shipping information?

Please contact customer service as soon as possible. We'll do our best to change the address before the item ships.

How can I change my order?

Unfortunately we can't change your order once you've submitted it. If you've ordered the wrong item please contact customer service to cancel your order. You can then place a new order online.

How can I cancel my order?

To cancel an order, please contact customer service. We can only cancel orders that haven't been shipped yet. Since orders are transmitted electronically to our warehouse we have a very short window to cancel. If you cancel your order after we charged your credit card it may take up to two billing cycles for the credit to appear on your statement.


When will my credit card be charged?

We will charge the full amount of your order when the item ships.

How will the charge show on my credit card statement?

American Express will show the charge as: MYPLAY DIRECT

Visa and Mastercard will show the charge as: MyPlay Direct Inc.

I see a small charge on my credit card statement. What is this for?

Your bank may have placed an authorization hold on your account when you submitted your order. This hold will expire when the transaction is completed, if not before. If the transaction doesn't go through the hold will expire in anywhere from 5 to 30 days, depending on your credit card company's policy.

My credit card was declined, what do I do?

Please contact your credit card company or try another credit card. Also check the expiration date of your card.

What payment methods do you accept?

We accept PayPal, Amazon Payments (US Only) and the following credit cards: American Express, Visa and MasterCard.


How will I get my Bonus Downloads that came with my order?

You will see a download link on the order confirmation page, which displays at the end of the checkout process.

My Bonus Downloads disappeared from my shopping cart. What should I do?

This can happen when you select a different country after you've placed items in the shopping cart.

If you have not yet completed your order, please start over, and select the destination country before you begin placing items in your shopping cart.

If you have already placed your order and are outside the US, don't be concerned. You will still get an e-mail with your free download code, but this may take up to a week.

If you have already placed your order and are in the US, please contact customer service

Does downloaded music content play on all MP3 players and iPods?

Yes, music files downloaded from MyPlay Direct should play on all iPods and MP3 players.

In what formats are the music downloads delivered?

The audio files are in MP3 format and are encoded at a high bit rate of 320 kbps.

Is there any Digital Rights Management (DRM) applied to the files?

No. There is no DRM applied to the files.

How many times can I download each track?

You can download only once. However, if the download fails, you will be able to retry the download and get any remaining files that were not previously downloaded.

I accidentally closed the Download Manager or the browser before downloading all the files. How do I continue?

The confirmation e-mail we sent you right after you placed your order contains a link to your order status page. You download your files from there. If you no longer have your confirmation e-mail or can't find it, please contact customer service.

Why do I get a warning when opening the Download Manager?

PC users: You may get a warning that you're about to save an application. The Download Manager is a small application than can run from a temporary location. If you save the Download Manager to a folder or the desktop then you can simply delete it once you've completed the download of all your content.

Mac users: You need to "Trust" the application (or applet) in order to open the Download Manager.

I selected "Don't Trust" on the download manager on my Mac, and I can't use the download manager. What do I do?

Please first close your browser and open the confirmation e-mail we sent you right after you placed your order. It contains a link to your order status page, and you can download your files from there. If you no longer have your confirmation e-mail or can't find it, please contact customer service.

Why can't I select the "Choose" button on the "Save To" screen on the download manager?

You can only download to a folder. If you double-click a folder and there are no other folders inside it, the download manager will not let you continue downloading. Please follow these steps:

  • Select Cancel.
  • Click Browse. Browse to the folder to which you would like to download your files and select the folder without double-clicking and opening it.
  • Click Choose.
  • Click Continue to continue downloading.

Is the download manager permanently installed on my computer?

No. The download manager is only used to download the files you have purchased and is not required once your download is complete.

I can't find my downloaded files - where are they?

When you downloaded your files, you selected a directory in which to save your files. Check that directory first and if you don't see your files you can do a search for the artist. Below are other ways to find your music.

For PC Users:

  • Click "Start" button
  • Select "Search"
  • Enter the artist name and hit Enter

For Mac Users:

  • Go to Spotlight and search for the artist's name.

How do I manually install my downloaded files?

Locate the downloaded files (see the previous question) on your computer and drag them into your iTunes or Windows Media Player library.

What are the Systems Requirements

For PC users:

  • Operating System: Windows 2000, XP, Vista
  • Web Browser: Internet Explorer 6.0 or higher, Firefox 2.0 or higher
  • Internet connection: a high-speed connection is recommended
  • Other: A media player/manager such as Windows Media Player or iTunes, speakers or headphones to listen to your downloaded music

For Mac users

  • Operating System: Mac OS X
  • Web Browsers: Safari 2.0 or higher, Firefox 2.0 or higher
  • Internet connection: High-speed connection is recommended
  • Other: A media player/manager such as iTunes, speakers or headphones to listen to your downloaded music

Limited offers - How do I know I will still get one?

We'll take down limited offers when they're no longer available. You'll still get the limited offer as long as you place the order while the offer is still posted on our site. Hurry!!!

Are all promotions available in all countries?

Many promotions are limited to certain countries. If you can't see the offer on your country's version of an artist site, it's most likely not available there.