FAQ

Ultimae records

FAQ

Greetings !

You’ll find below answers to your most frequently asked questions regarding the shop and your orders. Feel free to email order@ultimae.com should you not find the needed info.

• Do I have to create an account?
Nope you don’t, you are fully free to order from our website without registering.
If you do though, you can have an easier access to your history of ordered records and downloads.

• How do I use coupons?
Type or paste the code in the box on the top right of your cart and click on APPLY COUPON
Some coupons are only valid for a certain time period or for certain categories of products. If in doubt, do contact order@ultimae.com

• How long will it take for my package to arrive?
We send packages Monday to Friday, they usually take 2 working days for France, 3 to 6 to arrive to any destination within Europe, 5 to 8 for the rest of the world.
These are general guidelines and do not take into account events that may occur with the various postal services around the world.

• When do you send my package if I have a pre-order release in the selection?
We send the full order when the release pre-ordered becomes available. If for any reason you are in a rush to receive your records, it’s best to place two separate orders.

• I didn’t receive my package, can you send me the tracking number?
We can only track packages sent using the registered option. The number and the post office url are sent to you with your shipment confirmation email, you can always contact order@ultimae.com if you lost the information or have additional questions.

• When do you send the package for my subscription?
We usually send the first release after you subscribe to start with but will always ask you if you’d like to get the latest release too.

• I have troubles with the download…
You can do two requests for the download, if ever it doesn’t work, you can email order@ultimae.com and we’ll generate a download code manually for you.

• How can I open the FLAC file?
Here are two decoders you may want to use:

OS X:
http://www.macupdate.com/app/mac/23430/x-lossless-decoder
http://xact.scottcbrown.org/

WINDOWS:
http://www.freac.org/

For more information on FLAC, check out this website:
https://xiph.org/flac/index.html

How to play / decode Flac files :
https://xiph.org/flac/documentation_tasks.html

• My T-Shirt is too large, small, green, …
If you need to change your item, you can always send it back to us. Please make sure you contact order@ultimae.com prior to sending your package. We will manufacture the new item at no cost and will only ask you to pay for the shipping costs back to you.

• The record I wanted is no longer in stock…
Some records are limited editions and will not be in stock again, some will take time to be reprinted, some we can have within a few days if you ask for them, so do not hesitate to get in touch!

• I have a record shop, how can I sell your records?
We do not manage shop orders on this site, please contact distribution@ultimae.com to request catalogue and terms.

• Can I have an autograph? Should I pay for it?
Yes you can have an autograph, all you need to do is write a message with your order to request it. Please note that it may delay the shipment of your order, just the time for us to send the record(s) to the artist(s) and get the package back to the office. While we do this at no cost to you, donations are welcome to cover back and forth shipping charges.

• Do you still accept cheques?
We do for French account owners, please make you cheque in EUR payable to Ultimae SARL and send it to:
Ultimae
51, rue de la Charité
69002 Lyon
France
Your order will be sent once the amount is credited to our bank account.

• Can I pay with a bank transfer?
You can select Direct Bank transfer when you proceed to checkout. Our bank account details will show up on screen after you click on PLACE ORDER
We also put a reminder on your order confirmation email.
Your order will be sent once the amount is credited to our bank account.

• I don’t like banks, can I send cash?
Maybe you have a friend or a family member who can help you, if not, contact info@ultimae.com and we’ll find a solution together.

• How can I make a donation?
We accept donations with gratefulness, the money we receive is used to support the artists in their creative process (equipment, studio time, …) and participate to the cost of the required bandwidth.
You can send money by Paypal to order@ultimae.com (make sure you write a little message) or contact info@ultimae.com to find out about other ways.
We also accept donations in the form of chocolate, red wine (Burgundy our favorite!), time, know-how…