Store Help

General MarkKnopfler.com Store Questions

  1. Do I need a MarkKnopfler.com membership to use the Store?
    No, a membership is not required to shop on MarkKnopfler.com.
  2. How do I know that ordering through MarkKnopfler.com is safe?
    We provide our customers with the most secure and reliable network services available. When you place a MarkKnopfler.com order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption so your transaction, including credit card information, is transmitted securely to protect against outside intrusion. We take utmost care by keeping our systems up-to-date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa, MasterCard, American Express and Maestro.
  3. How accurate are the product descriptions on MarkKnopfler.com?
    MarkKnopfler.com attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as colours, sizing and dimensions.
  4. How do I know if an item is available?
    If an item is unavailable, it will be stated on its product page. Also stated will be the approxiate time it takes for your order to be processed, generally two-three business days.IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by email.
  5. Why do I see different prices for an item in the Store?
    This could be happening because your browser or internet service provider (ISP) is caching Store pages, causing older prices to appear. The final price of an item will be confirmed when you place your order and the prices shown in the shopping cart and checkout pages are final.Despite our best efforts, a small number of the items in our catalogue may have incorrect pricing. If we discover an incorrect price, we will do one of the following:

    • If an item’s correct price is lower than our stated price, we will charge the lower amount to your credit card and ship your item;
    • If an item’s correct price is higher than our stated price, we will either contact you for instructions before shipping or cancel your order and notify you of the cancellation.

Questions About Placing Your Order

  1. What browser does the MarkKnopfler.com Store work best in?
    We recommend that you use the latest version of Chrome, Firefox or Internet Explorer in order to make purchases through our Store.
  2. Can I use the MarkKnopfler.com Store on my mobile device?
    Because MarkKnopfler.com is not 100% mobile compatible, we recommend that you do NOT try to complete your purchase using a mobile phone devices.
  3. What payment methods can I use to order from the MarkKnopfler.com Store?
    MarkKnopfler.com accepts Visa, MasterCard and Maestro credit/debit cards for all items except tickets, which can only be purchased using a Visa, MasterCard or American Express credit/debit cards.
  4. What currencies can I shop in at the MarkKnopfler.com Store?
    For all items except tickets, you may select to be charged in Canadian dollars (CAD), Euros (EUR), Pounds Sterling (GBP) or US dollars (USD). To select your desired currency, just click on the appropriate flag in the Store. Tickets are only available in the currency that’s stated on their product page.If your credit card’s issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card’s base currency. Please contact your credit card’s issuing financial institution with any questions regarding currency conversions.
  5. What countries does the MarkKnopfler.com Store/Shop ship to?
    We ship to the following countries: Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Australia, Austria, Bahamas, Barbados, Belarus, Belgium, Bermuda, Bosnia and Herzegovina, Botswana, British Indian Ocean Territory, Canada, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Egypt, Estonia, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guinea, Guinea-bissau, Guyana, Heard Island and McDonald Islands, Holy See (Vatican City), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova Republic of, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Norway, Oman, Pakistan, Panama, Papua New Guinea, Philippines, Pitcairn, Poland, Portugal, Qatar, Reunion, Romania, Russia, Rwanda, Saint Helena (UK), Saint Kitts and Nevis, Saint Lucia, Saint Pierre & Miquelon (FR), Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Georgia & South Sandwich Islands (UK), Spain, Suriname, Svalbard and Jan Mayen, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, United States minor outlying islands, Uzbekistan, Vanuatu, Wallis and Futuna (FR), and Western Sahara.
  6. Are there any taxes applied to my order?
    The following taxes may apply to your order:

    • For orders being shipped to the Canadian provinces of New Brunswick, Newfoundland and Labrador, Nova Scotia or Ontario, the Harmonized Sales Tax (HST) will be charged.
    • For orders being shipped to the Canadian provinces of Alberta, British Columbia, Manitoba, Prince Edward Island, Quebec and Saskatchewan, as well as the territories of Northwest Territories, Nunavut and the Yukon, the Goods and Services Tax (GST) will be charged.
    • For all other regions, no sales taxes will be applied.

    Note: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer.

  7. Will customs charges be applied to my order?
    While MarkKnopfler.com does not charge any custom duties on international shipments, your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.Additionally, when ordering from MarkKnopfler.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.

    MarkKnopfler.com and its partners are not responsible for international taxes or levies charged for your order.

  8. How do I know if my order has gone through?
    After you have successfully submitted an order in the MarkKnopfler.com Store, you will end up on a confirmation page that contains an order number. You will also receive a confirmation email sent to the email address you submitted when placing your order.If you do not receive this email, please check your email program’s junk (spam) folder. If it does not appear there, please email store@MarkKnopfler.com to confirm your order has been processed.MarkKnopfler.com reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued. In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.

  9. Why is there a limit on certain items in my order?
    Occasionally, MarkKnopfler.com may place limits on an order. These restrictions may extend to orders placed from the same credit card and/or orders that use the same billing and/or shipping address.In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The MarkKnopfler.com Store reserves the right to limit sales to dealers.
  10. My order appears to have been cancelled. Why?
    Occasionally, MarkKnopfler.com may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same credit card and/or orders that use the same billing and/or shipping address. In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. MarkKnopfler.com reserves the right to prohibit sales to dealers.
  11. How long will it take for my order to be delivered?
    Exact shipping times depend on the destination and the method of shipment selected. If you ordered multiple items, and the availability of these items differ, MarkKnopfler.com will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.If you have specific questions about the delivery of your order, please email your name and order confirmation number to store@MarkKnopfler.com for assistance.

Questions About Our Ticket Sales

  1. How do I buy tickets from MarkKnopfler.com? Do I need an account or password?
    No account is required to buy tickets on this site, nor do you need any kind of password or code.To purchase tickets, head over here and locate the show that you’re interested in. All active MarkKnopfler.com sales will have buttons that say, “On Sale Now.” To purchase tickets, just click this button, select the type and quantity of tickets you would like and check out.
  2. Do you offer accessible seating?
    Because individual venues handle accessible seating in different ways, we don’t have a standard process for handling accessible seating requests. Sometimes we are able to handle accessible seating orders directly, and other times these requests must go through the box office directly. If you require accessible seating for a show, please contact us at tickets@MarkKnopfler.com.
  3. I see the tickets I want but there is no button allowing me to add them to my cart. Why?
    It is possible that the tickets you are viewing are not on sale yet or the tickets are sold out. The sale start time will be clearly listed on the product page, as will the fact that the show has sold out. If you are sure the tickets are on sale and you are not seeing the “Checkout” button, please email help@MarkKnopfler.com for assistance.
  4. Can I select my seats?
    No. Ticket orders on MarkKnopfler.com are assigned on a first-come, first-served basis. This means the best seats in the house are generally assigned to the first people who purchase their tickets.
  5. How and when will I find out where my seats are?
    The exact seat location will be sent to you via email within two-three weeks of your ticket purchase. Seats are assigned on a first-come, first-serve basis. The general section(s) and rows of the seats will be clearly indicated on the ticket product page and your receipt.
  6. How will I get my tickets?
    Tickets will either be mailed or will need to be picked up, usually on the day of the show, from the venue. How you will receive your tickets will be clearly indicated on the product page as well as on the receipt.
  7. I purchased tickets that were listed as “pick up.” What does this mean? Will I receive instructions on how to pick up my tickets?
    This means that your tickets will need to be picked up in person at the venue. These tickets are to be picked up at the venue on THE DAY OF THE SHOW ONLY. You will receive an email containing pick-up instructions within six-eight weeks of your purchase.When picking up your tickets from the venue you may be required to present government-issued photo ID (such as a driver’s license). We also recommend you have a copy of the confirmation receipt and, if you are the ticket purchaser, the credit card used.
  8. When I purchased my tickets, the delivery method was listed as “mail” but I’m now told that the tickets are only available for pick up at the venue. Why?
    There are several reasons why we might change from mailing the tickets to you to having you pick them up at the venue. The most common reason is that there was a delay in receiving the tickets in our offices. If we feel there is not enough time to mail your tickets prior to the show, we’ll change the delivery method to ensure you have tickets in hand for the event.
  9. Do I pay for the delivery of my tickets?
    MarkKnopfler.com covers all costs associated with delivering your tickets to you.
  10. I didn’t receive the tickets I purchased through MarkKnopfler.com. What do I do?
    If your tickets were supposed to be mailed and you have not received them two weeks prior to show date, please contact tickets@MarkKnopfler.com and be sure to include your order number.
  11. Can I get a refund on tickets I have purchased through MarkKnopfler.com?
    No; unfortunately we are unable to accommodate ticket refunds.
  12. My order appears to have been cancelled. Why?
    Occasionally, MarkKnopfler.com may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same credit card and/or orders that use the same billing and/or shipping address. In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. The ticket transaction fee is non-refundable. MarkKnopfler.com reserves the right to prohibit sales to dealers.
  13. Can I transfer my tickets to someone else?
    No; unfortunately we are unable to accommodate ticket transfers.If you are buying tickets as a gift for someone else, please include the name of the person during the checkout process. If the gift recipient’s name is not indicated at time of purchase, tickets cannot be transferred at a later time.
  14. Can I exchange tickets I have purchased through MarkKnopfler.com for a different show?
    No; unfortunately we are unable to exchange tickets from one venue to another.
  15. What happens if I purchased tickets from MarkKnopfler.com and the show is cancelled?
    In the event that a show is cancelled, we will email you and issue you a refund for the cost of your tickets plus the service charge. The ticket transaction fee is non-refundable.
  16. What happens if I purchased tickets from MarkKnopfler.com and the show is postponed or the date changed?
    Your original tickets will be honoured on the new show date. Should you be unable to attend the new date, we will credit you the cost of your tickets plus the service charge (the ticket transaction fee is non-refundable). We will notify you about the new show details and the refund process via email.
  17. I purchased a ticket package. How will I get details on that?
    Shortly before the show date, you will receive an email from MarkKnopfler.com with the complete details on your ticket package purchase including specific night-of instructions, arrival time and entry information. Should you have any questions, please email us at tickets@MarkKnopfler.com and be sure to include your order number.
  18. Who do I contact if I have questions about my tickets?
    If you have questions about your ticket purchase, please email us at tickets@MarkKnopfler.com and be sure to include your order number.

Questions About Our Digital Downloads

  1. What is a digital download?
    A digital download is a music or video file that is sold over the internet and delivered directly to the customer’s computer. Depending on the product, MarkKnopfler.com offers digital downloads as MP3s, FLACs or Apple Lossless and all of files are Digital Rights Management (DRM)-free. This allows customers to use their digital downloads on multiple devices and without any restrictions.
  2. How do I buy a digital download?
    You purchase a digital download just like you would any other product in the MarkKnopfler.com Store: Add the digital item you’d like to your cart and then, once you are done shopping, check out as per normal.Once your order is complete, you will be sent two emails. The first is your confirmation receipt while the second will include a link to your digital download. To help these emails reach your inbox, add store@MarkKnopfler.com to your email program’s address book. If you do not see these emails in your inbox, please check your email program’s junk/spam folder as it’s possible that they may be misdirected there.
  3. Will my digital download work in iTunes and/or on my iPod?
    Yes, it will. MP3 and Apple Lossless files will work immediately, but FLAC files will need to be converted to work in iTunes.
  4. What and how many devices can I use my digital download on?
    MarkKnopfler.com downloads are free of Digital Rights Management restrictions. Once downloaded, you may play it on as many devices as you have. You are also allowed to download your purchase three times, so if you’d like to have the digital download on other computers simply use the exact same link you used the first time to download your file again.
  5. What is the difference between the downloadable formats? What is FLAC?
    The primary differences are size, quality and ease-of-use. MP3s are the most standard form for audio files and the size of their files dictates the quality. A 128 kbps file is smaller in size than a 256 kbps one, and lower in quality due to compression of the file.FLAC is a lossless format, meaning it will sound as good as any CD. FLAC files do require a plug-in for them to play on your computer and because of that, aren’t as easy to use as an MP3 file.Apple Lossless is also a lossless format however, unlike a FLAC file, any Apple Lossless file can easily be played on iTunes and on other Apple products.

  6. I downloaded my file but now can’t find it on my computer. What should I do?
    Start by using your computer’s search fuction to search for “Mark” and specify if you are looking for an audio or a video file. If neccessary, narrow the search by using the item’s name.If the search function doesn’t turn anything up, try clicking on the link again. You can download all of our files up to three times so try downloading it to a specific location, such as your desktop or music folder.
  7. I didn’t get the email with my digital download link. What do I do?
    If you do not receive the email with your digital download link, please check your junk mail (spam) folder. If it’s not there, please email us at store@MarkKnopfler.com and we will help you.
  8. I downloaded my purchase and it doesn’t work. What do I do?
    If you have downloaded your file and it is not working or the quality of your file is not what you expected, please email us at store@MarkKnopfler.com and we will help you.

Troubleshooting

  1. Is it possible to make changes to my order after I’ve placed it?
    If you wish to make changes to your order, please email store@MarkKnopfler.com ASAP. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.Please note that requested order changes will be made at the discretion of MarkKnopfler.com. During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Because of that, please ensure the accuracy and completeness of your order before submitting it.
  2. Why do I see multiple charges on my credit card?
    When you make any purchase online, a pre-authorization check is done with your credit card company to ensure that your card is valid and has sufficient funds to complete the transaction. This pre-authorization puts a hold on the funds required for the order you are placing. Once your order has been processed, your card is charged one time only.If you experience difficulties ordering, and make several attempts to place your order, on occasion it is possible for a credit card company to pre-authorize your card multiple times, putting multiple holds on your card. Possible reasons for the transaction declining is that the billing address you entered in the ordering process does not match up exactly with the address the credit card company has on file, or there may be a typo in the expiry date or card verification number. To check that you are entering in the correct address, please review a previous credit card statement. Sometimes even one incorrect character can cause this problem.The attempts you made for your purchase are pre-authorized, so your funds are currently on hold with your bank and not with MarkKnopfler.com. These holds will clear within three-five business days. It may be possible for us to help you get them cleared faster. Please contact store@MarkKnopfler.com and we will assist you as best we can.

  3. I didn’t receive my order. What happened to it?
    A shipment may have been returned to us as undelivered due to:Incorrect Address
    If the address provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will contact you to refund the amount of the product, excluding the shipping charges, or reship your order.Failed Delivery Attempt
    Most carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier’s outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (timeframe varies from carrier to carrier and is outlined on the delivery notice).

    Refusal by Recipient
    If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.

    When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to reship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.

    If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please email store@MarkKnopfler.com.

Returns Policy

In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.

When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.

If the product you receive is remarkably different than what was advertised on MarkKnopfler.com, or if you received a damaged, defective, or incorrect item, please contact us using one of the methods outlined in the Contact Us section.

Contact Us

If you have questions we are here to help! There are several ways to contact us:

Phone:
+1 (416) 469-9809
Please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number when leaving a message.

Post:
MarkKnopfler.com
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada

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