Need help? Have a question? You may find your answer below in this list we've compiled of our most Frequently-Asked-Questions (FAQ).
Can't find your question? Feel free to contact us.
Can I play Sanctuary music and videos on my computer, on my iPod, in my car, etc?
Yes to everything. All of the content available from Sanctuary Records is compatible with virtually every possible type of stereo system, computer, iPod, device or computer program. In order to maximize compatibility, every track is encoded as an MP3 and each video is encoded with MPEG-4. We use very high quality settings.
How are the MP3s and music videos encoded? What quality settings do you use?
Our MP3s are encoded with the popular LAME encoder using the setting "–alt-preset standard." This is essentially 220k VBR (variable bitrate); You get CD quality audio while taking up far less space on your hard drive. Our video is optimized for the iPod, but compatible with virtually all players, computer and software applications. We use MPEG-4 and AAC, with a screen resolution width of 320 pixels (the actual height is determined by the widescreen format of the source material). The target bitrate for video is approximately 800k, and 128k for the audio soundtrack.
Where is my order and when will I receive my shipment?
Digital goods are available for download as soon as you pay for them. These download links will also be included in your email receipt. For orders that include physical goods (e.g. CDs and DVDs), you will receive an email notification from Sanctuary Records with tracking information as soon as your order ships. Unless indicated otherwise, most orders ship within 1 business day of purchase. To get up-to-date status for your order, or to access to your download links, visit our order status page.
Why didn't I receive my email from Sanctuary Records?
It's possible that the email got stuck in your SPAM or JUNK mail folder. Please double check these folders for your email receipt or shipment notification. We recommend that you add the "store.sanctuaryrecords.com" domain to your email software's "safe sender list."
What is your return policy?
All sales are final. However, in the unlikely event that your physical product (e.g. CDs and DVDs) is defective, please contact us within 30 days of receiving it and, if possible, we will arrange an exchange for you.
What if I have a billing question or issue?
If you have questions about any charges, please contact our billing department. Please be sure to let us know your name and order number.
None of the above answers my question. What should I do?
Don't worry, we're here for you. Please contact us using the form below. To ensure a timely respone, please remember to tell us your name, email address, order number and as much pertinent information as possible.
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