Can I make changes to my order?

Please note that we are unable to cancel, change, combine shipping or add items to an order once it has reached the fulfillment stage. Orders are processed hourly Monday – Friday.

Although order change or cancellation requests are not guaranteed, we will make every effort to accommodate your request. For faster assistance, contact us via telephone within 24 hours of submitting your order. Our customer service team is available Monday through Friday 9AM to 6PM U.S. Eastern Time.

Instructions for using U.S. Military Addresses. Please check with USPS for the latest guidelines for shippingtodomestic or overseas U.S. military bases: From the USPS website (3/30/2018) Addressing Military and Domestic Mail Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses. Examples: Army/Air Post Office (APO) PFC JOHN DOE PSC 3 BOX 4120 APO AE 09021 Fleet Post Office (FPO) SEAMAN JOSEPH SMITH UNIT 100100 BOX 4120 FPO AP 96691 Diplomatic Post Office (DPO) JOHN ADAMS UNIT 8400 BOX 0000 DPO AE 09498-0048 Please note: We are not responsible for shipments once they have been delivered to the local USPS facility. Tracking information is not available for shipments to APO/FPO boxes for security reasons. Shipments through the U.S. Military Post Office may have a longer transit time than is listed at checkout. To get more specific shipping restrictions for a Military Post Office ZIP Code, you can: Visit the Military Postal Service Agency’s website Get additional information on diplomatic mail by emailing Ask your local Post Office Call USPS Customer Service at 1-800-ASK-USPS (1-800-275-8777)
My payment was declined, can I still place an order? If your method of payment has been declined and you are unable to place an order, please reach out to your credit card provider for clarification and further assistance. You are welcome to process your order with a different credit card or PayPal. If you received a notification about a problem processing payment on an existing order, your order will remain on hold for the next 7 days. To update payment information on an order visit the link provided in your email, enter your original billing zip code and provide a new method of payment. If you made a correction with your bank and your original form of payment is now available for use, you must reenter that information in the store to proceed. Note for Paypal customers, you must provide a credit card for the remainder of your order if there was a problem with your Paypal payment. We apologize for any inconvenience this causes. If your payment has not been updated within 7 days, any remaining portions of your order will be canceled.

Why is my account under review?

The banking partner for the credit card you used to make your purchase informed us that one or more components of the billing address that you provided do not match the information from your bank. Please confirm your billing address matches the information your bank has on file.

How do I sign in and out of the website?

To sign in to an online store, please select ‘Sign In’ located at the top navigation bar of the website. To log out of the website, select ‘Sign Out’ also located in the top navigation once you have signed in.

Current order status is available online. If you have a store account, please login and visit your “Account” page to view your order history including the status of any in progress order. If you used our guest checkout option, please refer to the order status link in your Order Confirmation you received after placing your order.

Once your order ships, your tracking number will be enclosed in the shipping confirmation email you receive.

My item(s) is on backorder, what does that mean?

Some items offered through the store may be on backorder. Backordered items are not available to ship immediately but are expected to be in stock soon. Most backordered items are available in 1 – 4 weeks, however some items take longer. Please check the product description on the website for further information. Payment for backordered items is not captured until the item ships.

I have an error with my Digital Download, what can I do to fix it? Please try the following steps if you encounter an error with your digital download: Temporary disable any pop-up blockers in your browser. Clear your browser history and cookies. Please contact our customer care team if you are still encountering issues after following these steps.

Can I use iTunes to play my download products?

iTunes can be used to play any MP3 file and WAV file. FLAC files must be converted to WAV or MP3 before iTunes can play them.

What do I receive when I purchase a Digital Download?

After completing the purchase process you may download the entire product in the format you’ve chosen. Individual files are not available as separate purchases – you may only purchase products in their entirety. Certain products may have printable PDF files for CD labels, booklets and tray inlays. You will need the free Adobe Acrobat Reader to access PDF files.

How do I play/convert FLAC files? The FLAC format is a lossless compression format for WAV files. Most customers decode the FLAC files into WAV files and burn them to CD using a free program.
Can I make copies of the product downloads? You may only copy the files you download onto CDs or other devices for personal use. Copies are strictly for your own use and you may not make additional copies for other people. Copying for others is a violation of federal and state copyright laws.
How do I watch my VIDEO download? You may watch your video download using any player that supports the MP4 file format. MP4 files can be opened by using Windows Media Player on a Windows computer, or QuickTime on a Mac computer. Simply double-click the file and let your computer decide which default application will open it.

Can you provide lyrics to a song?

While we do not provide lyrics for songs, there are many websites that can help you. We suggest you perform a quick web search using the song title and artist name in the search query field: “song title artist name”.

Please note, we are not responsible for content on third-party websites.

How do I burn product downloads to CD?


If you have access to a CD player that can play MP3 files, all you need to do is create a data CD of the MP3 files in the proper product order and play it in your CD player. However, many CD players cannot play MP3 files from a data CD. Therefore, you will need to burn an audio CD from the MP3 files. Most CD burning software allows you to burn MP3 files as audio discs directly. Older software may require you to convert the MP3 files to WAV files manually. On live performance products, make sure to burn the audio CD with the Disc-At-Once (DAO) option turned on or set number of seconds between tracks to ZERO to avoid any two second gaps between tracks on your CDs.


Using the appropriate software for your operating system, uncompress each of the FLAC files into WAV files. The WAV files are what you will need to burn an audio CD that can be played on most CD players. Keep in mind that not all CD burning software can burn WAV files. Be sure to check compatibility with your software. After the WAV files are extracted, burn them in your favorite CD burning application. Using the appropriate software for your operating system, uncompress each of the FLAC files into WAV files. The WAV files are what you will need to burn an audio CD that can be played on most CD players. Keep in mind that not all CD burning software can burn WAV files. Be sure to check compatibility with your software. After the WAV files are extracted, burn them in your favorite CD burning application. For live performance products use the Disc-At-Once (DAO) option to avoid any two-second gaps between tracks on your CDs.

Windows Media:

If you have access to a CD burner that supports writable or re-writable CDs then you can easily burn downloads to a CD using Windows Media Player, or other audio applications that support Windows Media files.

Can I use a dial-up modem to access my download purchase?

You can download products through either a dial-up modem or high-speed internet. However, downloading over dial-up modem is extremely slow and we do not recommend it. Therefore, we recommend downloading through high-speed internet access.

Please be patient when downloading and wait for the process to begin. If you click the download button multiple times the system may believe that you have successfully downloaded the content and report that you have exceeded your download limit. Please reach out to our customer care team should you experience this issue.

How do I remove gaps from an MP3 format live show?

Files encoded in the MP3 format have gaps between each individual track. Newer versions of iTunes (iTunes 7 and above) minimize these gaps. You can also adjust the Crossfade Playback setting in iTunes to reduce these gaps. Refer to the iTunes support website for more details.

What are the system requirements for enjoying product downloads?


  • Windows 98SE or later
  • 128 MB RAM 
  • 10 GB Hard Drive (a larger hard drive is optimal)
  • Pentium III 750MHz or faster (or equivalent)
  • Cable Modem or DSL
  • Internet Explorer 5.5 or Mozilla Firefox and Safari
  • Windows Media Player

Mac OS:

  • Mac OS X (10.2) or later
  • 128 MB RAM
  • 10GB Hard Drive (a larger hard drive is optimal)
  • Cable Modem or DSL
  • Safari
  • QuickTime

We highly recommend using high-speed internet access for file downloads.

Can I copy products onto my portable player?

MP3 files may be freely transferred onto your favorite portable device. FLAC files have to be uncompressed and converted into other file types to be playable on a portable player. Use the software that came with your portable player to copy files onto your player.

Pre-Order Information

A Pre-Order is an order placed for merchandise with a designated future ship date. The ship date given at the time of purchase is an estimated ship date and is subject to change. You will be charged for your entire order at the time it is placed. Your order will not ship until the pre-order item is available to ship. Please note, due to the nature of pre-orders, they cannot be canceled or modified. When your pre-order ships it uses the shipping method you selected upon checkout. You can find your shipping method selection in your order confirmation email.

Guaranteed release date delivery for U.S. orders requires Express shipping. Standard and Standard Expedited ship methods on pre-orders DO NOT guarantee release date delivery.

Please note that the time in transit for your shipment will align with your chosen ship method selection at checkout.

Standard shipping can take up to 10 business days from release date for final delivery.

Standard Expedited shipping can take up to 4 business days from release date for final delivery.

Please note, delivery times for Standard and Standard Expedited shipping will vary based on the shipping destination. Most orders are shipped out of our distribution facility located in Virginia, USA.

Orders shipping outside the United States: We cannot offer guaranteed release date delivery for orders shipping outside of the U.S. due to the potential of border or customs delays.

Is your Website secure?

Our online store is indeed secure. You will notice that the URL does not change when you navigate from page to page. This is because the store page is a frame around the pages that hold the actual content. Pages where you enter secure information are encrypted. If you are on one of these pages, you can verify the presence of a secure socket by selecting “File” —> “Properties” in your browser menu (Internet Explorer). The connection contains information about the SSL layer and 128-bit encryption.

We are constantly striving to make your shopping experience as worry-free as possible. To this end, we use secure socket layer [SSL] protocol, the industry standard for ensuring the security of your electronic commerce transactions. SSL uses 128-bit encryption for all personal information in transit over the Internet, including your credit card number, name and address. This technology is designed to protect your information. We will continue to provide the highest level of security to process your transaction by implementing improvements as new technologies become available.

Review Guidelines

We value your feedback. When writing your review, please follow theseguidelines:

  • Use the product before reviewing it
  • Focus on the product and provide details about why you liked or disliked the product

We may not post your review if it contains:

  • Inappropriate language and attitude (profanity, obscenities, or spiteful comments)
  • Comments on other reviews
  • References to other products, companies and websites
  • Personal information such as email addresses, phone numbers, URLs

We will only use your email to notify you in regards to your submission.

Your Display Name will appear with your review. To protect your privacy, please do not use your real name.

By posting, you give us rights to use and post your uploaded review on any media including other websites, social media sites, and other marketing materials.

If you would like to share feedback with us about product selection, pricing, delivery or other customer service issues, please contact us directly.

Your sale lists that exclusions may apply. What are those exclusions?

Exclusions typically include: Sale Items, Gift Cards, Media, Hair Creme, Bundle Items, Presales, Diecast Cars, Food Items. Other exclusions may also apply.


Please note, exclusions are subject to change without notice. Exclusions are also noted under ‘Details’ at checkout for your review.

You can unsubscribe from the mailing list by locating the ‘unsubscribe’ link located at the bottom of the newsletter or promotional email. You will be removed from that mailing list within 72 hours with no further actions required.

Should for some reason you continue to receive unwanted electronic mailings after this time, please send us a message located at the bottom of your screen “Chat With Us” Please give us  the email address in question and the store name email list you would like to be removed from.

How do I retrieve or reset my password?

To change your password, simply sign in to the online store and click the ‘Account’ link in the top navigation. Options to easily update your account and password are displayed.

If you have forgotten your password, click the ‘Sign In’ link in the top navigation of the web store. Under the ‘Sign In’ button you’ll see the ‘Forgot Password?’ text. After you click this text you’ll be asked to provide your email address in order to reset your password. Your new password will be emailed to the address you have provided after you click the ‘Send Reset Email’ button.

Please note, passwords are case sensitive.

Accessibility Statement

Jacksons Empire  is committed to facilitating the accessibility of its websites for everyone. Jacksons Empire aims to comply with all applicable standards, including the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.0 up to Level AA (WCAG 2.0 AA). Jacksons Empire is proud of our ongoing efforts to ensure that our website is accessible to everyone.

If you experience any difficulty in accessing any part of our website, Please contact us at the bottom of your screen “Chat with us” and we will work with you to provide the information, item, or any assistance you may need to complete any transaction through an alternate communication method that is accessible for you consistent with applicable law (for example, through telephone support).

Will COVID-19 impact my order?

Some customers may experience shipping delays as we are taking extra precautions in our fulfillment center to ensure our teams remain safe. Our fulfillment team is working 7 days a week, and we will ship your order as quickly as possible.

Our carriers are also experiencing delays due to high volume which may add additional transit time for domestic orders.

Shipments to destinations outside the US are expected to be delayed by 2-3 weeks due to transportation issues outside of our control.

Additionally, on advice of our shipping partners we are not accepting orders for the following countries on a temporary basis. Carriers are not accepting packages destined for these countries at this time.

  • Azerbaijan
  • Bolivia
  • Botswana
  • Brunei
  • Cayman Islands
  • Chad
  • Congo
  • Cook Islands
  • Cuba
  • Ecuador
  • Fiji
  • Guinea
  • Honduras
  • Jordan
  • Kiribati
  • Kyrgyzstan
  • Lao People’s Democratic Republic
  • Liberia
  • Libya
  • Madagascar
  • Malawi
  • Mauritania
  • Mauritius
  • Mongolia
  • Panama
  • Papua New Guinea
  • Seychelles
  • Sierra Leone
  • Solomon Islands
  • South Africa
  • Sudan
  • Tajikistan
  • Timor-leste
  • Tonga
  • Ukraine
  • Vanuatu
  • Venezuela
  • Yemen

You will receive a confirmation email with tracking once your order has shipped. We thank you for your patience & understanding.

Estimated Shipping Disclaimer


Please note that shipping charges are estimated and do not take into account multiple, oversized packages or insurance. We estimate shipping costs in order to keep shipping costs as minimal as possible. Actual shipping charges will be calculated and added when your order is processed. If there is a significant increase in shipping your order will be held and you will be contacted. We apologize in advance for any inconvenience this may cause you.

If the shopping cart failed to properly calculate shipping cost and your shipping amount was not reflected in your online shopping cart receipt, we will calculate it manually only charging you our actual cost. If you would like to be notified about the shipping amount before we ship your order, please place a note to notify you in the “Special Instructions / Notes” field during checkout. This may be due to the service you selected being unavailable for your location, formatting issues, malformed Postal/Zip codes, items weighing more than 150 lbs. or your order being split into multiple packages.