Q: What is my order number?
A: If you placed the order DIRECTLY through our secured site an order number would have been emailed to the email address you entered on your order. If you placed the order through a third party site, no order number exists for you through CD Quest. You will need to contact the site you placed your order through for the order number.
Q: What is the status of my order?
A: You can check the status of any order placed through our site here. The latest and greatest information we have is posted there. We are not holding back any information so asking us again will only get a reply to view your order status online.
Q: But I placed my order through a third party site, how do I check the status?
A: Unfortunately, you can't check the status online through our site. But please follow the instructions provided to you by that third party site. Usually you can expect US Domestic orders to arrive in 4-14 BUSINESS days. That means holidays and weekends do not count. If your order is less than 14 business days and you have not heard from us, please assume that your order is being given the attention it deserves.
For international orders, although some orders may arrive within a couple of weeks, please allow 6-8 weeks due to uncontrollable delays with customs.
Q: How long do orders stay open for backorders?
A: Backorders are a fact of life. If a title goes out of stock before your order can be filled, we keep the order open for 45 days to allow for the best fill possible. After 45 days the order is closed and you will be notified.
Q: How do I know if a title is currently in stock?
A: We try to keep our site as up to date as possible. However, titles do go in and out of stock daily. We have changed our policy to no longer offer stock checks via email. The reason being is the information is only as good as the time the reply was sent. Any delay to place an order and the title may no longer be in stock. The opposite is also true, a title that may be out of stock at a moment in time but may be back in stock shortly thereafter as shipments arrive.
We don't reserve titles until an order is placed (or in the case of money orders or PayPal, payment received). The best advise we can offer is place the order, that way, even if it is on backorder you will reserve a copy for yourself. Trying to time an order based on stock check is a sure way to ensure you will not get your order filled because backorders are filled based on the age of the order. We can tell you from experience that more people have lost out a chance at getting a hard to find title because they spent more time inquiring about stock levels and not placing an order. By the time an order is placed the title has come and gone.
Q: My order has shipped but has not arrived?
A: 99% of orders we see not arriving are sent to a business address without the business name included (i.e. John Doe c/o ABC Corp.). If you feel this is the case all we can do is wait for the post office to return the order at which point you will be notified.
Q: How do I get a tracking number for an order that has shipped?
A: In an effort to keep costs low and provide you with the best shipping price available, all our orders are shipped via the USPS which unfortunately does not have any tracking option.
Q: What is the ETA of my order?
A: All orders are shipped ASAP. We are not in the business of NOT shipping orders ASAP. What is listed on our site is what is transmitted to us as available from our suppliers. For every order received and if the title is on backorder, an open PO exists with the distributor of the title. In this industry there is no way to be sure and the information is not offered along the supply chain of when a title will actually come back in. The best assumption is it will be in ASAP and shipped ASAP. If your order has shipped you will need to contact your local post office to find out how long it should take to arrive at your destination. All orders are shipped from Southern California.
Q: When will my credit card be charged for my order?
A: Again this differs if you place a credit card order directly on our site or through a third party site. Orders placed directly on our site are not charged until after the order is shipped. When placing a credit card order, the credit card company places an authorization against your account which does lower your available credit but please don't confuse that with an actual charge. You should contact your credit card company if you require further explanation of this universal policy. For third party sites, some charge you up front when the order is placed. We have no control over this so you will need to direct your question to the site where the order was placed.
Q: I have received only a part of my order. Where's the rest?
A: First, check the status of your order here. If the order still shows as OPEN that means that the portion of the order did not ship. As a courtesy, we shipped you the portion of the order that was in stock. You are NOT charged any extra for shipping, this is merely a courtesy form us and we accept the added cost. The only time you will be charged extra shipping is if you request for a part of your order to be shipped and ship the rest at a later date. When the entire order ships only then will your order status change to SHIPPED. If any outstanding titles are not shipped for any reason you will only be charged for what did ship and the appropriate shipping and handling fee.
Q: I want to cancel my order.
A: Please send an email with the correct order number. HOWEVER, please keep in mind that an order may be in the package and ship mode and although it may not yet show as shipped, it is too late to cancel. Please allow at least 2 business days for order cancellation.
When the order is cancelled, you will see the order status change online to CANCELLED. If you placed your order on a third party site you may or may not receive a notice that your order was cancelled but better yet you can check your account on that site.
Q: I need more information on a title?
Q: All the information we have is posted on our site. We are working on adding much of the content. There are other sites that offer lots of content. You may find the information there but you will be happy to order the same item at a much lower price here.
Q: Hey your prices are great, what is the condition of the item?
A: We only deal in NEW titles so all of our titles are NEW. We are able to keep our prices low as we keep our overhead low. But thanks for the compliment :)
Q: I thought you said the item was new yet when it arrived it wasn't shrink wrapped?
A: In this case you most likely ordered an import title. Due to manufacturing differences in countries outside the US the item may not have been shrink wrapped as most other countries don't shrink wrap. We guarantee that the items sold on our site are 100% brand new.
Q: I wish to return part or all of my order?
A: Please do not just send an order back marked return to sender. Our orders are shipped from a shipping warehouse, which is not geared to handle returns. Please contact us first for correct return instructions. If an item is defective, it will be exchanged for the same title. If the item was a mis-ship the correct title will be sent only after the return is received. In which case we will also reimburse you for return first class shipping.
Q: I sent in a return, when will I be credited?
A: All returns are handled promptly. They must be received in the condition in which they were sent and usually takes a couple of business days after it is actually received for it to be processed through the system. After our receiving warehouse processes the return you will be emailed accordingly. We are not responsible for any shipments back to us either shipped to the wrong location, or lost in transit.
Please be assured that we are in the business of fulfilling orders and we strive to perform the best we can. We completely respect and understand that customers would like to know the status of an order so we have provided the tools for you to do this without our assistance. This will allow us to concentrate on fulfilling orders, which is ultimately in the best interest to you, our patron.
If your question has not been answered above, and you have a question about an existing order, please include an order number in the subject line, regardless if the order was generated on our site or a third party site. Emails without an order number can't and won't be replied to. Please keep in mind that we process thousands of orders and what may seem like a simple "what is the status of my order" or "I ordered this title, please help" WITHOUT including an order number, does us no good because unless we have your order number we can't answer your question. So please help us help you by providing an order number up front. It will save at least one round of emails.