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Frequently Asked Questions

General Questions

Why are your clips so short? Why are their bit rates obviously streaming at 192 kbps?

Feel free to preview a thirty-second clip of any track in the store. All thirty-second clips stream at 192 kbps, however all purchased tracks are downloaded at 320 kbps.

Kabips? Are those like kabobs?

A Kabips is a made-up word only you and Dr. Seuss could explain with further nonsensical jibber jabber through anapestic tetrameter. “Kbps” on the other hand, is an acronym meaning kilobytes per second.

LAME? I’m not lame YOU’RE lame!

Actually, LAME is an acronym meaning Lame Ain’t an MP3 Encoder. LAME is a patch created by Mike Cheng to improve the bit rate of MP3 files. You can find more information at http://lame.sourceforge.net/.

DRM free? But I like drums! *sigh*

DRM is a restrictive and limiting system that prohibits DRM-protected files from moving from platform to platform, device to device, even if these devices are owned by you. DRM protected files are typically locked in the method of receiving them and cannot be accessed fully otherwise. Wikipedia has a bit more on the topic: http://en.wikipedia.org/wiki/Digital_rights_management#Audio_CDs

Digital Purchases

I lost my internet connection during a download. EPIC FAIL!

When you lose your internet connection during a download: freak out. Really give yourself a good run. After you’ve woken from your hyper-adrenalin induced episode, open your browser, locate the track(s) you were downloading, copy the link address and paste it in a new tab/window. Or ditch the aneurysm altogether and login to your account to download the track(s) up to three times. Your three remaining downloads never expire.

Where did my purchased downloads go?

Check your download manager and find the track(s) you downloaded. Click “show in folder.”

My dog ate my download(s).

Unlike practically all other MP3 retailers, we give you up to three remaining downloads (that never expire!) on your track(s) in the event of a massive lightning strike at the magnet factory next door. Just login to your account and click on My Digital Downloads to access your purchased tracks.


My track sounds like it has a glitch or error during the track. What can I do?


If there’s a problem or possible glitch during a downloaded file, tell us. Please be sure to give a description of the problem – noting the exact time in the track the error(s) occur - and we will replace the file.

Shipping & Delivery

Can you ship to X?

Our goal is worldwide shipping to all of our customers. However we don’t call all the shots. If something cannot be shipped to you, we’ll let you know.

How much does it cost?

Shipping costs will depend on the size and weight of the item(s), quantity of items, where it’s going and how fast you want it. You can choose your shipping options on the shopping cart or checkout page.

Who do you go through?

We ship exclusively with FedEx for a variety of reasons including service, reliability, coverage, guaranteed shipment dates, real-time tracking and all around awesome-nicity; kind of like synchronicity but with more Stuart Copeland. FedEx’s green practices also fall into the awesome-nicity factor.

When are you going to ship my stuff?

In-stock products usually ship within 24 hours. If you place an order on a Friday, it’ll ship by the following Monday. If there are any other delays, we’ll be sure to let you know.

So where’s my stuff?

After your order is placed, check your shipping status in Your Account. Once it’s been shipped, you’ll receive an email with a tracking number. You can also track your package from the “My Orders” section in Your Account, or you can watch a transparency montage of it going from origin to destination while a map with red marks are trailing its trip.

Privacy & Security

How safe is my personal information?

When you trust us with your sensitive information, including Credit Card information, mailing addresses and email addresses, we respect and uphold your privacy to the Nth degree. Please review our Privacy Policy for further information on this topic.

Returns & Replacements

What’s your return policy?

You may return most new, unopened items within 30 days of delivery for a full refund. Heck, we’ll also pay the shipping costs if the return is a result of our error (we shipped you the wrong item, etc.). Just contact us and we’ll walk you through the process AND we’ll even throw in a return mailing label you can print out.

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, it’s more likely that you’ll get a refund much sooner. This time period includes transit time for us to receive your return from the shipper (5-10 business days), the time it takes us to process your return once we receive it (3-5 business days) and the time it takes your bank to process our refund request (5-10 business days). Once we’ve received and processed the returned item, we’ll notify you of your refund.

What products aren’t returnable?

· Products more than 30 days after delivery · Digital downloads (MP3s) · Any item that has obviously been used · Any CD or vinyl record that has been opened/taken out of its plastic wrap (If you discovered that the item is defective after being opened, a full refund or replacement will still be granted)

If you’re returning only one item from a multi-item shipment, you will be reimbursed only for the per-item shipping fee for the item you returned and not the per-shipment fee.

Are you open to Exchanges?

If you received a faulty item and would like to exchange it for the same thing, request a replacement by emailing us. If you’re convinced it will happen again and your trust is shattered, you can exchange your item for a different one by returning the original item (you’ll be refunded your original purchase price once we receive the item) and place another order for the item you wish to purchase.

Keep in mind that it takes us 3-5 business days to process returns once they arrive at our Returns Center. When you visit My Account, you can view completed returns and refunds by accessing the relevant order summary.

Can you mail a letter for me with the Return Mailing Label?

No junior, we can’t. Our return mailing labels are valid only for returns specific to your order and within the U.S.

Each return mailing label is coded for a specific shipment, so please don’t include personal mail, flower seeds, your latest screenplay, or items from other orders/shipments from the same order (in the same box) or you will not receive the correct refund. Each shipment must be returned using a separate mailing label.

As we said above, if this return is a result of our error (your item arrived in a frozen cast of carbonite, you didn’t ask for the frozen-in-carbonite version) we’ll pay the shipping cost.

If you use this mailing label and the return isn’t a result of our error, the cost of shipping will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.

You can pack and send your return to us in a few simple steps:

  • Contact us and get a shipping label.
  • Pack the items along with the packing slip (the receipt included in the box with your items) securely in a box. You can use the box the items arrived in or another box, if you prefer. If you don’t have a packing slip, see “I lost my Packing Slip” below.
  • Affix the shipping label to the outside of the box securely.
  • Leave the package for your mail carrier to pick up or take it to a post office or shipping center.

  • Please note that return mailing labels obtained from our online Returns Center are valid for domestic returns only. In addition, if you use a mailing label provided by our Returns Center and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund.

    I lost my Packing Slip

    If you ordered an item that you want to return but can’t find the packing slip, simply include the order number found in your order summary in Your Account.

    Refunds

    How long does it take to receive my refund already?

    Refunds are requested after we receive and process your return as noted previously in Returns & Replacements. For items returned to us, you should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund much quicker. This time period includes no physical punctuation mark. It does include the transit time for us to receive your return from the shipper (5-10 business days), and the time it takes your bank to process our refund request (see “How are you calculating refunds?” for specific guidelines). We’ll notify you via email of your refund once we’ve received and processed the returned item.

    You can view completed returns and refunds at the bottom of an order’s summary page in My Account. If you do not see the refund in My Account within four weeks from the day you sent us your return, shoot us an email for some help on the matter.

    How are you calculating refunds?

    The amount of your refund depends on several factors:

  • If you used a pre-paid return label sent by Nueva Forma, the cost of return shipping is deducted from your refund unless the return is the result of our error.
  • Items that meet our returns guidelines will receive a full refund. Unfortunately, we cannot accept items that do not meet our returns guidelines. For more information on non-returnable items, please review “What products aren’t returnable?”
  • If you return an order that was placed using a promotional certificate or discount, you will not be refunded for the amount of the promotional offer, as these discounts were deducted from the original purchase amount.

  • If after reading this information you feel a bit dizzy or that the amount of your refund was incorrect, please email us.

    Ordering

    How do I get started ordering?

    You don’t have to be a judge to order from the Nueva Forma store. You don’t even need to create an account first. You automatically create an account when you place your first order online. Please note that we cannot accept orders by phone, VOIP, fax, telegram, smoke signal, international maritime signal flags or email. All orders must be placed online.

Here are the steps you need to follow to place an order.

  • 1. FIND WHAT YOU’RE LOOKING FOR
    First you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our store as well as a drop down toggle search window at the top of the page. When you find an item that interests you, click the title or image of the item to see its product detail page. 

  • 2. ADD ITEMS TO SHOPPING CART
    If you want to order an item, click the “Add to Cart” button on the item’s product detail page. Once you’ve added an item to your Shopping Cart, keep searching or browsing until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking My Cart. 

  • 3. PROCEED TO CHECKOUT
    Take a moment to review all of the items you’ve placed in your Shopping Cart. If you decide that you don’t want to purchase a particular item right away, you may choose to move the items into My Wishlist. When you’re ready to place an order for everything in your Shopping Cart, click the “Proceed to Checkout” button. You will be taken to the first step of the one-page Checkout. 

  • 4. LOGIN OR REGISTER
    Enter your email address and password, Click the “Login” button. If you haven’t registered, you can choose to register now.

  • 5. ENTER YOUR BILLING ADDRESS
    Enter your credit or debit card’s billing address where you receive the statements. 

  • 6. ENTER A SHIPPING ADDRESS
    Tell us where you would like to ship your order. Unfortunately we don’t ship to APO, FPO, or PO Boxes at this time. 

  • 7. CHOOSE A SHIPPING METHOD AND GIFT OPTIONS
    Consider how quickly you would like to receive your order, and choose a FedEx shipping method. If your order is $100 or more, you qualify for free FedEx ground shipping. Please note that it’s not possible to request a specific carrier. You will receive the tracking number shipment date when your package has shipped. During this step, you may also add a gift message to your order. 

  • 8. ENTER PAYMENT INFORMATION
    Next, let us know how you would like to pay for your order. We accept American Express, Visa, Mastercard, and Discover.

  • 9. REVIEW AND PLACE ORDER
    Check the accuracy of all the information you provided and make any necessary adjustments. When you are ready, click the “Place Your Order” button to submit your order. Once you place your order, we will send you a confirmation email message. We will send you another email message at the time of shipment.
  • Payment, Pricing, & Promotions

    Why don’t you accept Diners Club? Does that mean you don’t accept AAA cards either?

    We currently only accept American Express, Visa, Visa Check Cards, Mastercard and Discover, and those only.

    So these prices are in pesos, right?

    All prices are listed in U.S. dollars and charged in U.S. dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card. In general it will match very closely with the going exchange rates. This website features a quick, easy and free foreign exchange rate calculation using up-to-the-minute exchange rates: XE.com – Foreign Exchange Rate Calculator.

    Did you say free shipping?

    And yes, we said free shipping. Order totaling $100 or more are eligible for free domestic FedEx ground shipping. This offer does not apply for multiple addresses. Free shipping is also available for specific products from time to time. Offers will be indicated on relevant product detail pages.

    So you do price matching like the mattress outlet in the industrial district, right?

    No.

    Can I buy in bulk?

    No. Who do you think we are? Sam’s Club?

    Price changes?

    Items in your Shopping Cart will always reflect the most recent price displayed on the item’s product detail page. Please note that this price may differ from the price shown for the item when you first placed it in your cart. Placing an item in your cart does not reserve the price shown at that time. It is also possible that an item’s price may decrease between the time you place it in your cart and the time you purchase it.

    Some discounts are limited-time offers. Also, as the discount we are able to offer for any time is dependent upon its availability, our price will necessarily change on occasion.

    What about Sales Tax?

    Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailers; however, since Nueva Forma operates only in the state of Oregon, you are exempt from sales tax. Thus, we are not required to collect sales tax on purchases sent to states where we do not have a physical presence.

    Viewing & Changing Orders

    Most orders you place enter the shipping process within 24 hours so we can get your items to you straightaway. Orders already in the shipping process cannot be modified. You can check the status of your order(s) in the My Orders section of My Account. If your order status is “Pending”, you may still be able to change your order. If your order status is "Processing", we've already processed your order for shipment, and changes cannot be made.

    



    You can change your unshipped orders by emailing orders@shopnuevaforma.com with your order number and the changes you'd like to make. We will contact you by email regarding the confirmation of changes.

    Updating Account Information

    Update your Account Information by logging in to Your Account. When successfully logged in, you can update your information from the Account Dashboard, or by clicking the Account Information link on the Account menu.