FREQUENTLY ASKED QUESTIONS - UPDATED 16th AUGUST 2021

ORDERING ISSUES

WHEN I TRY TO ORDER I GET AN ERROR MESSAGE - "Townsend Music doesn't ship to this location. Please use a different address"
If you are having this problem then please make sure you are registered on the shop site using the below link and have logged in via the account link at the top of the shop page or click here PLEASE NOTE THAT YOU CANNOT LOG IN TO THE PRE-ORDER SITE USING YOUR RACKET / MARILLION.COM PASSWORD OR ID. You should then be able to place an order. If this is not the case then please contact our partners Townsend Customer Support via email - customerservice@tmstor.es.

HOW CAN I UPDATE MY ORDER?
Please contact our partners Townsend Customer Support via email - customerservice@tmstor.es.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION EMAIL?
Please check your email spam folders etc and if you have still not received a confirmation then please contact our partners Townsend Customer Support via email - customerservice@tmstor.es.

I AM PRE-ORDERING FROM THE EUROPEAN UNION, WHY IS VAT INCLUDED / NOT INCLUDED IN MY ORDER TOTAL?
As per July 1st there are new regulations for goods being sent to the European Union (EU) from non-EU countries. Any order under 150 euros (before VAT) will be charged VAT at checkout and will not be subject to customs fees, handling charges etc on arrival. Any order over 150 euros (before VAT) will NOT be charged VAT at checkout and customers will be responsible for any additional fees on receipt.

PLEASE NOTE THIS ONLY APPLIES TO ORDERS FROM EUROPEAN UNION COUNTRIES.

FORMATS

WILL MY PRE-ORDER INCLUDE A DOWNLOAD / DOWNLOAD CODE FOR THE ALBUM?
We are pleased to announce that all pre-orders for a physical version of the album (Ultimate Box, Deluxe CD, Standard CD, Blu-Ray or Cassette will also receive a link to download the album on the day of release. The format of this download is to be confirmed but we expect it to be available as an mp3, WAV (Standard Resolution) or FLAC (Standard Resolution) file.

WHAT ARE THE DIFFERENCES BETWEEN THE DVD & BLU-RAY / ULTIMATE EDITION BLU-RAY?
The DVD will contain a minimum of - stereo mix, surround mix and video content (audio / video specifications and formats TBC). The Blu-Ray will contain a minimum of - hi-res stereo mix, hi-res surround mix and HD video content (audio / video specifications and formats TBC).

The Ultimate Box Blu-ray will contain a minimum of - hi-res stereo mix, hi-res surround mix and HD video content (audio / video specifications and formats TBC). It will also contain exclusive HD video content not available on the DVD or standard Blu-Ray.

WHAT FORMAT WILL THE AUDIO ON THE DVD / BLU-RAY / DOWNLOADS BE?
The Download version of the album will be available in mp3, WAV (Standard Resolution) and FLAC (Standard Resolution).

Audio formats and options for the DVD and Blu-Ray are to be confirmed. Please see above for current information.

WHY IS THE DELUXE EDITION NOT A CD / BLU-RAY?
We are unable to produce both options and bearing in mind that everyone with a Blu-ray player can watch a DVD we have decided to go with this option and also produce a seperate stand alone Blu-Ray. The standalone Blu-Ray is available as a discounted bundle with other items.

I LOVE / HATE THE COVER ART - IS THAT IT?
Please note that all artwork currently featured on the pre-order site is for illustrative purposes only. We will reveal the album name and artwork in due course.

WHY CAN'T I HAVE MY NAME IN THE STANDARD CD / VINYL / CASSETTE / DOWNLOAD EDITIONS?
Due to format sizing restrictions, and as per previous campaigns, we are only able to offer the "name in the booklet" option with the Deluxe CD or Ultimate Edition of the album.

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