General Questions

I bought tickets but haven’t received my redemption codes. How do I get them?

If you purchased your tickets online from a primary ticket seller (such as JamesTaylor.com or Ticketmaster), you should receive your redemption codes and instructions within seven business days of your ticket purchase.

If your tickets were purchased at the box office or over the phone, please email help@JamesTaylor.com with the following information:

• Show Date / City
• Number of tickets purchased
• Order Number
• Point of purchase (online, box office, over the phone, etc.)

I have extra redemption codes, what should I do with them?

If you’ve redeemed a code and have others to spare, feel free to send them along to your friends, family, coworkers, for them to enjoy!

Redeeming Your Code

Why can’t I click the Submit button?

The submit button will not become active until your code is validated and you have completed the remainder of the form. You may need to double-click/tap the product you prefer (CD or download) in order for your selection to register. A green check mark will appear.

PLEASE NOTE: if you are attempting to select the digital download prior to the album’s release (currently TBC), you will need to hold on to your codes for now. We’ll send out a reminder on release day to let you know when the download is available for redemption.

If your code is validated, you have selected your product, and completed the remainder of the form and you do not see any other error messages (such as an issue with the format of your email address or postal code), please contact us at help@JamesTaylor.com.

Why does my code say it’s invalid?

If you are presented with the message “Invalid Code” it is likely that you are entering your code incorrectly.

Please try again and be sure to enter the complete code, including the prefix and dash, and that you are not confusing any characters (for example, zero vs the letter ‘O’). Once your code is entered correctly, a green check mark will appear in that field. We recommend copying and pasting codes into the field to ensure they are valid.

If you continue to have trouble, please contact us at help@JamesTaylor.com.

Why does my code say it’s already been redeemed?

Each code is good for a single use, so you cannot redeem it a second time. If you are seeing this message and you have not used your code previously, please contact us at help@JamesTaylor.com.

If you are attempting to re-use your code due to an issue with your download, please note that our download links are accessible in your confirmation email and are good for multiple attempts.

If you continue to have trouble, please contact us at help@JamesTaylor.com.

Shipping

I redeemed for a CD. When will I receive it?

CDs will ship on the album’s release day (currently TBC). Delivery generally takes between 7-10 business days within the US and up to 14 business days for Canadian addresses.

Can I change my shipping address?

If you have entered an incorrect shipping address, please contact help@JamesTaylor.com as soon as possible with the correct details.

Is there tracking information for my shipment?

Tracking information is not available for shipments through JamesTaylor.com. Delivery generally takes between 7-10 business days within the US and up to 14 business days for Canadian addresses.

What does the packaging look like for my product?

CDs are shipped in a slim cardboard sleeve. Your package may appear empty, but it is not. Please tear gently down the middle and your CD(s) will be inside.

I redeemed for multiple CDs. Will they ship together?

Products are sometimes shipped separately to prevent damage. If you haven’t received all of your CDs within a week of the other, please contact help@JamesTaylor.com.

Digital Download Issues

Why can’t I open this file?

JamesTaylor.com digital downloads are delivered as a zip folder containing 320 kbps MP3s inside. To access the MP3s and play them with software such as iTunes, Windows Media Player, etc., you must extract the files within first:

• On PC: right click and select “extract all”
• On Mac: double-click the .zip file

Depending on your operating system, you may need to install utility software (also called compression or extraction software). Options include WinZip, WinRar and iZip (Mac only).

Why can’t I download this file to my phone or tablet?

Due to the closed nature of mobile operating systems, most devices will not allow you to download and extract a .zip file. You will need to download the .zip file to your computer, extract the folder, and add the MP3s files to your music library. You can then transfer the files to your mobile devices as you normally would.