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Common Questions

HOW ARE ORDERS PROCESSED?

After your order is placed through the Hillsong Music Australia website you have the option to pay by creditcard or if you have arranged payment terms with us at the time of establishing your trade account, be billed on invoice. If paying by card your payment is then processed through Secure Pay. Following this your order is lodged with our customer service office for processing. Our warehouse team then ships your order. You can log-in to our site and check your order status at any time. An explanation of terms is available below.

HOW DO I LOGIN TO THE DISTRIBUTION WEBSITE?

For Distributors with existing trade accounts with us, who have not logged in before, just email retail@hillsong.com with your contact details. We will send you a distributor login id and initial login password to get you started. This login will be linked to your account with us and will give you access to see orders placed and real-time updates of where your order is up to, up until it is shipped from our warehouse.

HOW DO I RECEIVE MY DOWNLOADS?

Log into your account and click the "My Downloads" menu option on the right hand side bar located under "Account Details". This will bring up the page that should show your recent download purchases. Click on the download and select where on your computer you would like it saved.

WHAT'S THE DIFFERENCE BETWEEN PAL AND NTSC STANDARDS?

There are two TV video standards, PAL (Phase Alternating Line) and NTSC (National Television System Committee). The PAL format is used almost everywhere in the world except in Japan, Fiji, Philippines, North America, and most Central and South American countries. These countries use the NTSC format. The NTSC system forfeits video clarity to reduce flickering on the TV screen; however, PAL allows more flickering to gain an improvement in clarity. PAL format cannot be played on an NTSC-only TV and likewise, NTSC format cannot be played on a PAL-only TV. However, many TV’s, DVD & Video players currently made are compatible for both PAL and NTSC and can display both types of video. Check your TV manual, or with the manufacturer to be sure.

DO I HAVE TO PAY CUSTOMS/IMPORT CHARGES FOR MY ORDER?

Yes, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from hillsongmusic.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

HOW DO YOUR SPLIT BACKING TRACKS/BACKING TRACKS WORK?

Many of our albums have either a Split Backing Track or a Backing Track available. Backing Tracks have the lead vocal removed, enabling you to use your own live worship leader with the Hillsong music tracks and backing vocals. Split Tracks have the lead vocal removed and the backing vocals separated from the music, using left & right audio channels respectively, enabling you to adjust the levels to your liking.

WHAT IS A MUSIC BOOK CD?

A 'Music Book CD-ROM' is a music book on CD format. It is a CD-ROM that you use in your PC or MAC. You may print ONE copy of the sheet music for your personal purposes (performances, worship services, personal study, musical teaching, etc). We have Music Book CDs for many of our more recent albums.

PLUS...

In addition to what normal printed music books contain, the CD-ROMs include:

This is an ideal resource for all musicians and especially those involved in their local Church.

WHAT IF I HAVEN'T RECEIVED MY ORDER?

If you haven't received your order in the expected delivery time, please contact us at retail@hillsong.com and we will follow that up for you; If in the event that the order has been misplaced, we will endeavor to ship you a replacement as soon as possible (depending on product availability), however in order to confirm that an order has been lost, we must wait until the maximum delivery time has expired before replacing your order. It's also vital to ensure that you have provided us with the correct shipping address.
Please be aware that extra shipping charges may apply to replacement orders where an incorrect shipping address or other information has been provided.

WHAT DOES YOUR SHEET MUSIC LOOK LIKE?

Click Here for samples of our sheet music.

DISCLAIMER

Please note that pricing and stock availability are subject to change without notice. Hillsong Music respects the rights of the consumer. No information given by any visitor or customer at this site will be sold to any third party.

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