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(michelle featherstone, everyday sunday, ben bedford)
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Support & Questions

Support Questions:
Q. What is "In-Store Credit"?
Q. What are "Song Credits"?
Q. How do I search for music?
Q. I created an account but didn't get my confirmation e-mail and gift certificate.
Q. How do I download my music after I purchased it?
Q. Your site says my coupon code is invalid.
Q. I lost or forgot my password.
Q. My downloads expired, can you help me?
Q. My children are like wild animals.
Q. My husband makes wild animals seem like members of the royal family.
Q. I can't listen to previews on your web page.
Q. What browser and operating system does stock20 look best on?
Q. The music I downloaded is in the wrong format, what do I do?

General Questions:
Q. What is Royalty Free Music?
Q. Do I own the rights to the music I buy?
Q. Can I use stock20 on my website?
Q. Do I have to combine a voiceover or something with your music?
Q. Can I use Stock20.com music on my boring and/or unattractive website?
Q. When will you have more music?
Q. What formats can I download my tracks in when I purchase the license to a song?
Q. When will I have access to the music I purchase? / What is your shipping policy?
Q. What's the catch?
Q. How is your customer service?
Q. What if my documentary (featuring Stock20 music) gets a major distribution deal and sells 1 Gazillion Copies?
Q. What about broadcast television?
Q. What if we can't find what we're looking for at Stock20.com
Q. How many people work at Stock20.com
Q. How do the 2.5 of you accomplish so darn much!?!


Support Questions:
Q. What is "In-Store Credit"?
A. "In-Store Credit" is a balance that you have on your account. When you checkout, your In-Store credit is automatically applied to your order total and your remaining in-store credit balance will be displayed. In-Store Credit is not the same as Song Credits. Please see the next question for an explanation of Song Credits.

Q. What are "Song Credits"?
A. "Song Credits" are credits that are on your account that will allow you to purchase individual Stock20 songs for free. When you checkout, a song credit will be applied to your order total for each individual Stock20 song that you have in your cart. Song Credits do not work for any other products (Entire Library Collections, Library Collection 001, etc, etc...), they only work for individually purchased Stock20 songs. When you checkout, your remaining Song Credit balance will be displayed.

Q. How do I search for music?
A. It's really easy - click here for a quick one minute tutorial on how to search for music.

Q. I created an account but didn't get my confirmation e-mail and gift certificate.
A. First of all, please check to make sure that the email is not in a "spam" or "junk" folder. Second of all, please check to make sure that you added support@stock20.com to your contacts list. Once you're done both of these things, please contact us for more assistance. Also, Stock20 is no longer offering new customers a free song with every new account.

Q. How do I download my music after I purchased it?
A. As soon as you check out you should be brought to a "Thank You" page. This page has all of the downloads on it. They are blue links. If you closed this page, you can also get to your downloads by going to your My Account page, and under the "Previous Orders" section you should see your previous orders. Click the first one and you will be brought to your downloads. You can also get to this page by clicking the link in the confirmation email you received from us when you placed your order.

When you get to the page with the downloads, you can either left-click or right-click on the link to download the track you want. Either will work. When you do so, your browser should ask you what you want to do with the file.
- If you are using Internet Explorer, simply click 'Save' and then browse to the location you want to save the file. (It should open to your desktop by default).
- If you are using Firefox, simply make sure that 'Save To Disk' is selected, and click OK. The file will probably be saved to your desktop.
- If you are using Safari, the download should start automatically. When the file is finished downloading, click the "show in folder" icon (magnifying glass).

Q. Your site says my coupon code is invalid.
A. Please contact us and tell us the error code you received, and if possible, give us the link or coupon code you tried to use.

Q. I lost or forgot my password.
A. If you have lost or forgotten your password, click here to have a new one sent to you.

Q. My downloads expired, can you help me?
A. If your downloads are expired and you need to download them again, simply contact us and we will be happy to assist you.

Q. My children are like wild animals.
A. Don't let them watch reality television, or better yet, no television at all. Or, make them get jobs. Or, try to be nicer to them.

Q. My husband makes wild animals seem like members of the royal family.
A. Sorry, can't help you. Our company is 66% comprised of this type of husband.

Q. I can't listen to previews on your web page.
A. When you click the 'Preview' button on our website a new window should open. If it doesn't, check to see if you have a popup blocker installed.
When the new window opens, you should see a list of tracks that you can listen to. If you do not see this, or a new window does not open, please contact us for more assistance.

Q. What browser and operating system does stock20 look best on?
A. Stock20 was built and is designed specifically for Mozilla Firefox. Any version of this browser, running on any operating system will make Stock20 look and work the best for you. Stock20 also looks and works really good on Safari for Mac and Internet Explorer for Windows. If you prefer a different browser, most will display stock20 just fine. If you do have problems with the stock20 website, please contact us and let us know which browser you are using. We will do our best to help out in any way that we can.

Q. The music I downloaded is in the wrong format, what do I do?
A. We offer our music in both lossless WAV format and lossy MP3 format. Our MP3s are encoded to studio quality 256kbit. This is twice as good as music you would download from iTunes or Napster. If you need your music in a different format, there are several things you can do depending on the format you want it in.

- If you simply want to convert the MP3s to a lower quality (to make them a smaller file size, or for other reasons), simply follow these directions:
1. First of all, we would suggest that you convert from WAV to MP3 and not from MP3 to MP3. You will get a higher quality file if you start with a higher quality file - even if you are encoding to a lower bit rate.
2. You will need some software to convert from WAV to MP3. We use a program called RazorLame. This program runs on Microsoft Windows only. If you need a program for Mac or Linux, contact us and we'd be happy to point you in the right direction. You can get RazorLame by clicking here.
3. Once you download RazorLame, double click it's file to install it. Follow the on-screen instructions and use the default settings and everything will work out just fine.
4. Once you have RazorLame installed, click the 'Add' button.
5. Browse to the files you downloaded from Stock20 and select them.
6. Now click the 'Lame' button. From here, you can choose the quality of your final files. The two MAIN options that you'll want to change are the 'Bitrate' and the 'Mode'. First, drag the 'Bitrate' slider to the quality you want. Standard CD quality is 128kbit. Our MP3s are encoded to studio quality 256kbit. After you choose the bitrate, select the 'Mode' you want. Basically, you either want 'Stereo' or 'Mono'. Don't worry about the other options. There are more advanced settings that you can change as well, but don't worry about them for now.
7. Now select the 'Output Directory'. I would suggest simply clicking 'Same as Input Directory' because this will allow you to find your final files easier.
8. Click Ok.
9. When you are ready, click the 'Encode' button. This will start the encoding process. When the encoding process is done, your files are ready to be used!
- If you need your music converted to something else, contact us, and we would be happy to help you out.


General Questions:
Q. What is Royalty Free Music?
A. Click here for a basic explanation of royalty free music.

Q. Do I own the rights to the music I buy?
A. At Stock20.com you are purchasing non-exclusive, non-transferable rights to use our music for your multimedia projects. There are no restrictions on how you use it in the multimedia projects that you create, but you may not resell or re-distribute the music (by itself) yourself. Here is our license agreement. If you have questions, please contact us. Stock20 has one of the most flexible, generous, royalty free music licenses around.

Q. Can I use stock20 on my website?
A. Yes. But again, you can't sell or share the music - only your production that includes it.

Q. Do I have to combine a voiceover or something with your music?
A. No. If you have the music playing without any voiceovers or anything, it would be nice if you encoded it in flash (so it's harder for others to download), but we don't require it. We don't want to cramp the creativity of our honest (and highly valued) customers, because of a few dishonest people.

Q. Can I use Stock20.com music on my boring and/or unattractive website?
A. We suppose you can. But we strongly recommend that you make your web site better. And by the way. If your project website, video, photo collage, or short film (featuring our music) is incredible, send us a link. We'd love to see it.

Q. When will you have more music?
A. We release new music every month and notify our newsletter subscribers.

Q. What formats can I download my tracks in when I purchase the license to a song?
A. You can download 16bit 44khz .wav (standard CD quality) AND 256kbps 44khz .mp3 formats. We also make all the tracks for a particular song available in a .zip file. This doesn't reduce the size very much, but makes for a more convenient download.

Q. When will I have access to the music I purchase? / What is your shipping policy?
A. As soon as you make your purchase, if your order includes downloads, you will have access to them immediately. Also, you can access the files later in the 'My Account' area. If you purchased a physical product, it will typically be shipped by the following business day. This means that if you live in the continental United States, you should receive your order in 3 to 5 business days. International orders take longer. (On average, about 5 to 10 business days.)

Q. What's the catch?
A. By the time you find out, it will be too late! Stock20 will rule the world!!!! Muuuhahahahah!! No seriously, there is no catch. We keep our costs down by recording a lot of the music ourselves (that's what we love to do) and hiring local musicians when needed. We live in the midwest (where you can still buy 3 Ford pickup trucks and a gallon of milk for a nickle). Most of our advertising is by word of mouth. We're going to keep it simple, and keep making great music. If you keep telling your colleagues about our service, we'll be around for a long time.

Q. How is your customer service?
A. We have conducted several unbiased studies, all confirming that our customer service is excellent. But if you don't believe in the objectivity of our own studies, why don't you conduct your own. Send us an e-mail. We always respond to e-mail within 1 business day. At stock20.com the customer is not always right (some customers may think that the earth is flat -- and that just isn't true), but the customer is always satisfied. So let us know if you have any problems or suggestions, we'll make it right ASAP.

Q. What if my documentary (featuring Stock20 music) gets a major distribution deal and sells 1 Gazillion Copies?
A. Well, we'd love to hear about it. We'll celebrate with you, and we'll brag to our friends. But you will not owe us another penny. Our unlimited license really is unlimited. Check the licenses of other Royalty Free Libraries, many of them have a distribution limitation. Steven Spielberg could use our music in his next feature film (and rumor has it that he is seriously considering this) without paying more than the $7 no matter how many millions he made.

Q. What about broadcast television?
A. Again, You don't have to pay extra licensing fees. However, our music is registered with ASCAP, so we ask that you provide a "cue sheet" to the television station. It won't cost you (or them) anything, and it will help us make better music. It should be their standard procedure to fill one out anyway. A cue sheet is included in your license agreement.

Q. What if we can't find what we're looking for at Stock20.com
A. Look Harder!!! No seriously. Let us know what we're missing. We might be able to help you find something, or we'll work on it for a future release. Then why don't you go ahead and stick a knife in our backs by supporting our competitors!! No seriously, here are some great companies you can check.

www.musicbakery.com -- These guys have been in the business a long time, and make good music.
www.studiocutz.com -- Good sound, good selection.
www.productiontrax.com -- Very large library. Supports independent artists. Drawback: Some of the tracks aren't great quality.
www.smartsound.com -- unique proprietary software allows you to customize the length and mood of your soundtracks.
www.sounddogs.com -- industry standard for instantly downloading sound effects. Some music too.
www.beatsuite.com -- Royalty Free Production Music Library with high-quality music tracks, music loops and sounds for the multimedia, broadcast and computer games industry. Instant Preview, Purchase, Download. Our friends in the UK with a nice site, and some quality tracks.

If you know of other companies that we should place a "hit" on.... er, I mean add to this list, please contact us.

Q. How many people work at Stock20.com
A. 2.5 (not counting contracted musicians) Daniel Rudd (owns the company) and does a lot of the writing/composing/recording. Anthony Petty is the resident web programmer/homestarrunner expert. Tara Petty works part time in customer service (and heads up our "Blatant Nepotism Taskforce")

Q. How do the 2.5 of you accomplish so darn much!?!
A. We are *truly* amazing people. ...and we hire help on a contractual basis. This keeps the quality high and the prices low.


Have more questions?  Let us know: support@stock20.com
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