faq's
q. What file format are the downloads?
a. All audio downloads are available in the popular MP3 format, encoded at 196kbps. Some audio has also been made available in FLAC file format. The files are not encrypted with digital rights management or copy protection software. Offering this format puts no obstacles in the way of you enjoying your music on your computer, transferring it to your media player, or burning it to CD. This format puts an amount of trust in you to obey copyright laws and not share your files.
q. Why is Sarah McLachlan doing this?
a. With the demand for ‘legally’ downloaded digital music, Sarah wants to offer fans the opportunity to download music from quality live recordings, full length releases, and a variety of other sources previously unavailable.
q. What do I need to be able to download from this website?
a. You will need a computer that is connected to the internet and that can play mp3 files. If you choose the FLAC file option you will need FLAC decoding software and the ability to play AIF or WAV files. It is also highly recommended that you use a high speed internet connection, as it could take 7 hours or more to download a single purchase using a modem. You will also need software that can decompress a zip file, such as WinZip or Stuffit Expander. Finally, you will need Adobe Reader to print the CD label and tray card that are included with some downloads.
q. Is the music offered on this site also available on CD?
a. Most of our recordings are available for purchase via download or CD. Please note: since purchasing a CD through our mail order service involves choosing a shipping option and is a very different process than buying a download you cannot purchase CDs and downloads together in the same transaction. Conveniently our site will not allow you to put downloads and CDs in your cart at the same time.
q. How is it that I can buy a download that hasn't happened yet?
a. If you select a download that is not yet available, you can still add it to your cart and proceed to the checkout with the pre-purchase. You will be notified by email when the pre-ordered show becomes available for download. You can view the orders that you have placed by clicking "My Downloads" on the top bar of the web page once you have logged in.
q. What is the FLAC file format? Why is it more expensive?
a. FLAC files are the premium format of audio on the internet. The standard MP3 files, encoded at 192 kbps are easy to download, burn to CD, transfer to portable players and sound great. However, MP3 files are compressed and therefore may not sound quite as good as the original source recording to a critical ear. For fans who desire higher fidelity, we offer a premium format. FLAC is a "lossless" compression, which means that the source audio file is compressed, but without sacrificing any of the audio information contained in the master recording. An extracted FLAC file sounds identical to the original source (44.1 kHz, 16 bit stereo). These files are for audiophiles who want the best sound quality. FLAC files may be burned directly to CD on a PC running Nero CD Burning software with the FLAC plugin, while Mac OS X users must extract FLAC to AIFF files to burn CDs or to listen to the files. You may listen to FLAC files with a special plug-in for Winamp (PC).
New to downloading? We recommend starting with the standard MP3 format. Please keep in mind that all sales are final and you can not exchange a FLAC purchase for MP3s or vice versa.
An album compressed in FLAC is typically over five times the size of an album in MP3 format, there is a small increase in price based on the cost to deliver the larger files over the internet.
Pricing & Security
q. Are the prices quoted in Canadian or U.S. dollars?
a. All prices are quoted in U.S. dollars.
q. How much does it cost?
a. The price of each download is based on length. Pricing can be found by clicking “more info” next to each download listing.
q. Is your site safe for credit card transactions?
a. Our site is safe and secure.
q. How will this appear on my credit card statement?
a. All credit card transactions from this site appear on your statement under the company name of Nettwerk Productions, Vancouver, Canada.
Customer Service
q. Can I cancel or change my order?
a. Not on this site. Once your order has been placed, it is final. Orders for CDs made on the werkshop site may be cancelled or changed, as outlined here.
q. What happens if my download fails / I get disconnected?
a. Each download purchase includes three attempts to ensure that you will be able to successfully download the track(s).
q. How can I contact a customer service representative?
a. If you have a question or a problem, there are several ways you can contact us. The best way is by phone: 1-800-764-3472.
If you phone when we're closed or the phones are busy, you may leave a message on our voice mail.
You can also email us:mail.order@nettwerk.com
Fax us: 604-654-1993
Or send us a letter:
Nettwerk Mail Order
1650 2nd Ave West
Vancouver, BC
V6J 1H4, Canada