Please send assistance requests via email to info @ platinumaudiolab.com or send us a message via the chat button at the bottom of this page.
We will get back to you within 24 hours. Thank you!
Q: Where is my download link? I purchased the item but I can't find where to download. A: Your download instructions are sent automatically after completing payment. If you didn't receive the information than it's a 99% chance the email was snagged by your email's junk/spam filter. Please look there first, but if you still can't find it simply send us a support request and we'll provide it for you.
Q: My download won't start and I've run out of download attempts. What now? A: Some browsers/plugins can mess with the download routine. In other cases, not enough time was given after the link was clicked. Subsequent clicks will be registered as download attempts and possibly max out your available downloads. The best thing to try is to click once and wait for 30 second or so for the download to pop up. If you've maxed out your downloads, please message us and we will reset them for you or provide an alternate download option.
Q: Are your sample libraries really 100% Royalty-Free? A: Yes, our libraries are all 100% Royalty free for the original purchaser. We GUARANTEE that we will always stay 100% Royalty Free to our buyers.
Q: Are there any restrictions to the 100% Royalty-Free Policy? A: The only restrictions are common-sense restrictions: The samples are not to be distributed, repackaged, sold or resold in any form as part of a sample package or sample demonstration. Only original purchasers are extended the rights and license to use the samples within their compositions as per the license agreement disclaimer provided within the product terms.
Q: I'm concerned about my financial and personal privacy. What information do you store from my purchase? A: As outlined in our terms we don't receive nor store financial information. That information is kept private between you and the 3rd party processor, Paypal. We only have your email address, country and name stored for purposes of setting up your account for downloading your purchase. This information, as minimal as it is, is kept private and never shared with any 3rd party.
Q: How does the 'Instant Download' service work? A: Just as you would expect. You can purchase most of our products as either instant downloads, or (in some cases) a physical package that you will receive in the mail. Instant downloads contain the exact same material as the mailed packages, but are in compressed format (.zip / .rar). Upon completing checkout, you will automatically be sent an email with your own unique username and password that you can use to login to our site and download the product(s) you purchased
Q: How long will it take me to download 1 sample disk? A: The average disk size when compressed is between 300MB-400MB. Across a highspeed internet connection, you should be able to download it in under one minute.
Q: I was downloading my disk, but my internet disconnected and I can't resume downloading. What should I do? A: File resuming software is not supported by our download service. Please make sure your internet connection is stable and simply re-try your download.
Q: How long does shipping take? A: If you ordered a physical package, shipping anywhere in the world typically takes between 4-10 business days. Most orders ship out within 24 hours after payment is received.
Q: Where can I find out the shipping cost? A: Our shipping rates are generally $4.95 for domestic shipments (US / CANADA) and $7.95 for overseas shipments (EUROPE / ASIA / UK / AUSTRALIA). You will be able to choose your shipping option from the product/order page.
Q: I want to buy an AKAI format disk as an instant download. How does this work? A: All AKAI formatted disks available for instant download are compressed (.zip) as an ISO. Upon downloading the zip file, you simply decompress and then burn it using your own burning software, or by using the free material provided within the instructions. All you need is a cd-burner and a CD-R. If you don't need to use your AKAI disk in a hardware sampler, you have the option of using mounting software (daemon tools, alcohol, etc) instead.
Q: Which format should I buy? I'm having trouble deciding. A: Each format has its advantages and disadvantages. You can start by checking the compatibility list provided in the Format Selection order page, and choose the format that works best with your particular hardware/software setup. What it typically comes down to is if you're intending to use the samples for a hardware sampler, or via software. Our "multiformat" formatted libraries have very high compatibility when used with software samplers and digital audio workstations and the WAV files are immediately readable on your computer. However, for hardware samplers the best choice is the Akai S1000/S3000 "universal" format, when and if available. In some cases, such as with MPC formatted libraries, the only available option is for that sampler in particular.
Q: Where can I find legal details, privacy policy and end-user license information? A: The following are the official terms applicable to all Platinum Audiolab products and services:
LICENSE: All sample, loop and preset sound libraries are licensed (not sold) to the original purchaser ONLY. The license permits use of the contents of the library purchased towards incorporation within any original works. You may not, however, release the product demonstrations and pre-arranged compositions as your own, and you may not use any provided demonstration, sample, or composition as a component of another sample library. No additional clearances are necessary - though credit is appreciated. This license is NOT transferrable to any other 3rd party entity, and is not resellable during or after use. Additional users will also require additional purchase of license. Only Platinum Audiolab, and its established retail affiliates, are the authorized providers of the said products and services. All products are copyright Platinum Audiolab; All rights reserved.
LIABILITY: Any product and service purchased from Platinum Audiolab is without warranty or guarantee towards any particular fitness for purpose. Platinum Audiolab and its retail affiliates cannot be held liable for any damages, financial or personal loss either through use or misuse. We do not issue refunds for digital products and services (because the items can be digitally copied), however, replacements may be issued if a physical product or service is purchased and becomes damaged or lost in transit.
PRIVACY: Platinum Audiolab does not share any information obtained from our licensed users, subscribers or digital contacts. No financial information is received or stored on our servers. All financial information used to process payments with Paypal are solely in possession of Paypal and the buyer's financial creditors. WE DO NOT RECEIVE OR PROCESS YOUR CREDIT CARD INFORMATION - that information is kept between you and the 3rd party payment processor Paypal Inc, via Paypal's secure login page. The only information stored on our servers is the buyer's name, country and email address as well as the automated account information used to provide the customer with his or her downloadable purchase and purchase information.
