Help & Support

Placing Orders

How do I use the shop?

Browse through the different sections of the site looking at the products available. When you see something you want to buy, you'll notice an “Add to Basket” button or “Preorder” button next to it. Clicking on that button will put one copy of that item into your shopping basket. The number of items in your basket will increase each time you add something.

If you click on the “Show Basket/Basket” link or “Basket/Shopping Cart” Icon or “X items for $x.xx” link in the top right of your screen, you can see what you've got in your basket and how much it will cost you. If there's an item you no longer you want you can remove it. Once you've selected everything you would like to purchase, click “Checkout” - this will prompt you to log in with your Brentwood Benson account. You can create an account if you don't already have one by selecting the 'New Customer' option. You will then be taken to the review order page where all of your order details are displayed for you to check before selecting to 'place order' and enter your payment details.

You need to select your country from the menu to see all the payment methods available to you. Follow all of the instructions regarding your chosen method of payment. After you have completed the payment page, you will be shown the confirmation page where you are given an order number which you can use to check your order status in your 'order history'.

Did this answer your question? If you still need assistance placing an order please contact customer service here or call us on 1-800-846-7664 ext. 1.

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How do I change my delivery address?

Just enter your request below and we will do our best to action it before your order goes to our warehouse. You can update the delivery address for any future orders by going to your account here.

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Billing Query

If you have a query about payment for an order please contact us below. We accept all major credit and debit cards. All the available payment methods for your country will be displayed when you get to the payment page.

Did this answer your question? If you still have a question about billing please contact customer service here or call us on 1-800-846-7664 ext. 2.

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Products

Product Info

What is a Rehearsal Track?

A Rehearsal Track is an audio CD or digital download specifically designed to help members of the choir learn their parts. Instead of simply offering a stereo mix of all vocals and instruments together, a Rehearsal Track pans the entire mix to the right speaker except for the relevant part, which is placed in the left speaker. For instance, the Tenor Rehearsal Track has the tenors in the left speaker, and all other choir members and instruments on the other side.

This allows the listener to isolate their part and easily learn it on their own. You can use the balance function to pan all the way to the left and hear only the isolated part, and then when you feel comfortable pan all the way to the right and take the part out completely, challenging your mastery of the music.

What are Audio Stems?

Audio Stems are the newest and most flexible tools that you can have in your performance arsenal. Every single instrument in the band and orchestra is presented on its own audio track. When loaded into performance software such as Ableton, ProTools, or Logic, you have full ability to mix in pieces of our professional recordings to your own performance.

For instance, two of your three violinists call out sick? Beef up the section with the violin track. Oboist split her last reed five minutes before the service? Mix in the oboe. Want those extra 15 layers of synthesizer to sound just like UNITED? Sure thing. Even mix in every instrument all at once to give a bigger, sweeter sound to your performance.

Audio Stems also include a click track to ensure that live musicians and the track stay in sync.

What is a Split Track?

A Split Track is an audio track designed to aid and enhance your rehearsals and performance. The instruments are mixed into the left channel, and the vocals into the right. This allows you rehearse with a “full band” without needing the orchestra to show up, or to even perform with the professional sound provided.

Brentwood Benson’s Split Tracks are subdivided into “rehearsal marks,” which are denoted by [this symbol] on your choral book or anthem. These rehearsal marks are generally 1–2 measures before a common starting point during rehearsals, like a chorus or key change. These rehearsal marks are a handy way to get where you need faster while still allowing the same disc to be used for seamless performance.

The DVD version of the Split Track also contains fluid motion graphics and lyrics to further enhance your performance.

What is a Split Track DVD?

A Split Track Accompaniment DVD is a helpful performance aid that allows creative display of accompanying visual elements and video to enhance your performance. These videos can be previewed on our YouTube channel.

The Split Track DVD contains two separate audio tracks. If you are performing as a choir alone without a band, you can use the Split Track audio, which is the same dual channel split between band and choir as the Split Track CD. If you have a band or orchestra but would still love to use the video content, you can use the Click Track audio to send to your conductor or instrumentalists’ headphones so that they stay in sync with the video.

The Click Track timing even lines up with our Audio Stems and Orchestrations, so you can combine all these elements to help create your perfect performance scenario.

What is an Orchestration?

An orchestration is simply the conductor’s score and one copy of every instrumental part you need to allow your orchestra to play a song or musical. We now offer orchestrations digitally for ease of use — instead of paying shipping for a massive 1,500 page stack which you only needed a few pieces of, we now offer them in a bookmarked digital PDF format so that you can easily print off only those instruments and copies which you need.

What is Listening CD?

A listening CD is what you would think of as a normal CD. It’s simply a full demonstration recording of the entire work. This is useful for many reasons. Some people prefer to learn the music by listening to a full stereo mix instead of a rehearsal track. Additionally, they can be used as gifts or commemorative purchases for the night of a performance. They are often found sold in bulk 10-packs for our Kids music.

Stock status

The stock status for all products is displayed on the product detail page before you place your order.

In stock
The product is in stock and ready to be dispatched.
Preorder
The product is available to buy but hasn't been released yet. Orders for the product will be dispatched on the release date.
Dispatch in 3-14 days
The item is out of stock. We have to order it in from our supplier before we can send it to you.
Back in stock soon
Currently not available to purchase.

Did this answer your question? If you still have a question about stock status then please contact customer service here or call us on 1-800-846-7664 ext. 1

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DVD/Blu-Ray formats

The DVDs we sell are NTSC format, Region 1, unless stated otherwise. You should refer to your DVD player's instruction booklet for confirmation of your player's regional settings. DVDs vary according to both format and region, so unless your machine is multi-region / multi-format, or can be converted to handle multi-region / multi-format, you should check that both the format and the region of the DVD match the settings on your player and that the format matches your television.

NTSC is the standard format for USA, Canada, Central and South America, Japan and the Caribbean. PAL is the standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan).

Region 1
USA and Canada
Region 2
Europe, Japan, South Africa and the Middle East
Region 3
South East Asia and East Asia
Region 4
Australia, New Zealand, Central and South America and the Caribbean (there is also a significant penetration of Region 1 players in all these regions, except Brazil)
Region 5
Africa (excluding South Africa), India, Russia, North Korea and Mongolia
Region 6
China
Region 0
These are un-coded discs and should play on any DVD player.

The blu-ray discs we sell are region A format unless stated otherwise. The blu-ray regions are as follows

Region A
Includes most North, Central and South American and Southeast Asian countries plus the Republic of China (Taiwan), Japan, Hong Kong, Macau and Korea.
Region B
Includes most European countries, African and Southwest Asian countries plus Australia and New Zealand.
Region C
Includes the remaining central and south Asian countries, as well as the People's Republic of China and Russia.

Did this answer your question? If you still have a question about DVDs or Blu-Rays then please contact customer service here or call us on 1-800-846-7664 ext. 1

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Downloads

All digital download sales are final and non refundable. You do not have a right to withdraw from a digital purchase on any Brentwood Benson websites. The Universal Music Direct store service commences immediately when you purchase download products and you will not have a right to cancel your contract once the service commences. If you're territory is restricted due to licensing, you will be informed before you checkout.

You will be sent an email to let you know when your downloads are ready which contains a link to your order history where you can download.

Did this answer your question? If you still have an issue with your download please contact customer service here or call us on 1-800-846-7664 ext. 1

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Manufacturers warranty

If the product you ordered is defective and is covered under the manufacturers warranty, please contact the manufacturer direct rather than ourselves. You should be able find their contact details on the products documentation.

Where is my order?

How do I view my order history?

You can check your order status at any time by logging into your customer account and viewing your order history. Just go to the website and click 'Log In' where you will be asked for the email address and password you registered with us when you placed your order. Here all of your orders with us will be listed.

What is my order status?

You can view your order history by logging into your customer account where your order status will be displayed.

If the status of your order says 'No Payment Received' it will be cancelled by the system. Perhaps your shopping session may have been interrupted before you finished entering your payment details. If you wanted to pay by card, then you will need to place a new order on the website. Before you re-order please make sure that you haven't already placed another active order with us, as a new order can be created by clicking forward or back on your browser during the order process. An order is placed each time the 'place order' button is pressed regardless of whether payment details are entered or not.

If the status of your order says 'Pending', this means that we are awaiting stock from our supplier. If the product you ordered is a pre-order then the release date will be displayed.

If the status of your order says 'Processed', this means that your order should be on its way to you. You will be sent an automated email to confirm when the order has left our warehouse.

Did this answer your question? If you have any further questions about order status then please contact customer service here or call us on 1-800-846-7664 ext. 1

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My delivery hasn't arrived

You will be sent an email to confirm when your order has been dispatched. Once you have received this, please wait until our expected delivery time has elapsed. Click on the link for delivery times to view our delivery times for your location.

Did this answer your question? If you still can't locate your order please contact customer service here or call us on 1-800-846-7664 ext. 1

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Returns

Returns Policy

We do not accept returns unless the product you received is incorrect. In the event that you received damaged items, please contact customer service.

Did this answer your question? If you have any further questions about returns or if you would like to return your order then please contact customer service here or call us on 1-800-846-7664 ext. 1

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My item has arrived damaged

If your items arrive damaged, we will either issue a credit voucher to you (including the delivery you were charged), or send you a replacement. We may ask you to return the damaged item to us before we can take further action. Please contact us below and we will tell you how to proceed.

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Wrong items have been delivered

If you have received incorrect items in your order please contact us below. We will advise you on how to send back the items and replace them with the correct items.

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Returned by the post - delivery address errors

If your order is returned to us because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the delivery charge to have it resent. We are not responsible for non-delivery if you have entered your address incorrectly.

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Security

How safe is the store?

Brentwood Benson stores checkout page uses a military strength secure transfer protocol called Secure Socket Layers (SSL). We take customer security very seriously and have a multi-staged fraud prevention system which ensures security for your details so there is nothing for you to worry about.

Brentwood Benson will never email you asking for your Brentwood Benson account password, bank account details or for your credit/debit card four-digit security PIN under any circumstances.

If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to your email provider.

Any other questions?

If you can’t find an answer to your query in our help file, you can contact us here.

We are the official online shop and we can only answer queries relating to products or orders placed on our store.

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