Frequently asked questions

Using the FAQs section

You should find the answers to most questions within the sections below, however if not then use the search box below to search for content.

Contacting Licklibrary
Can I visit Licklibrary?
How can I get in touch?
My account problems
I’ve registered an account but I’ve forgotten my password
I’ve registered an account but I’ve not received my account validation email.
Loyalty Points
How Many points are awarded for Licklibrary product purchases?
How do I check how many points I have?
How do I use my points?
How many points do I need to buy a DVD?
How many points will I need to redeem a product for free?
What are loyalty points?
Refunds and Returns
I have a faulty product what should I do?
What can I return?
When will I get my refund?
Registering your account
Do I have to sign up for a fixed period of time?
How do I sign up?
I only want to buy a DVD, can I buy one without signing up?
Downloading & playing media
Can I download your video lessons and jam tracks to my computer / portable music device?
Can I download the ZIP files direct to my iPad / Android Device?
How big are your digital downloads?
I have downloaded one of your ZIP files but I cannot open it, why is this?
I have purchased a digital download but I cannot find on the LickLibrary website where to download it from?
I’ve downloaded a Jamtrax backing track / digital download but can’t find it.
What format are your digital downloads in?
FREE Membership DVD entitlements
How do I redeem my FREE membership DVDs?
Video Formats - PAL and NTSC
Can I watch a PAL DVD on a NTSC based system & vice versa?
I live in a country that uses NTSC, is there any way I can watch a PAL format DVD?
What does PAL & NTSC mean?
What region are your DVDs?

Contacting Licklibrary back to top

Can I visit Licklibrary?

Yes, you can find us at the following address :-
Unit A,
Chesham Close,
Romford,
Essex RM7 7PJ
United Kingdom

Our offices are open between Mon-Fri 9am - 5pm GMT (UK Time)
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How can I get in touch?

There are a number of ways you can contact LickLibrary, but the best two options we suggest would be to either use our contacts forms on our Contact Page (click here to access the Contact page) or alternatively you can call us on +44 (0) 1708 757337 between Mon-Fri 9am - 5pm GMT (UK Time)
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My account problems back to top

I’ve registered an account but I’ve forgotten my password

If you cannot remember your password all you need to do is click on the link below the ‘Password’ entry text box on the Login page, then enter your email address that is registered with Licklibrary and click the ‘Reset & Email’ button to send you an email to allow you to reset your password.
Please Note:- it is not possible to contact us directly to ask us what your current password is as they are encrypted and we cannot see what they are, you must use the password reset option.
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I’ve registered an account but I’ve not received my account validation email.

If you have registered an account with a valid and active email address, we first recommend to check your Spam/Junk Mail folder in case the validation email has been automatically flagged as Spam/Junk Mail (and if this is the case then ensure that your email client is set to accept email from ‘licklibrary.com’). If you wish to resend your account validation email, simply click on ‘My Licklibrary’ at the top of the page and....
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Loyalty Points back to top

How Many points are awarded for Licklibrary product purchases?

Purchase Points awarded

Individual Jamtrax 25 points each

Individual Lesson 50 points each

Just Jamtrax CD 100 points

Licklibrary DVD 200 points

Perfect Partner set (Learn to Play DVD & CD) 250 points

Perfect Partner set (Six DVD Sets) 800 points

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How do I check how many points I have?

You can use your loyalty points to purchase Licklibrary DVDs if you have a sufficient amount in your account. You can check your balance by clicking on the "Loyalty points" section within "My Licklibrary" once you are logged in. 

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How do I use my points?

Once you have added items to your basket continue through checkout to the order summary page. You will then see an option to "use loyalty points", simply tick the box next to the product(s) you wish to claim and the payment amount will be adjusted. 

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How many points do I need to buy a DVD?

Each Licklibrary DVD has a value of 2000 points, so to use your loyalty points for a Licklibrary DVD purchase you will need at least 2000 points in your account.
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How many points will I need to redeem a product for free?

Individual Jamtrax 250 points

Individual lesson 500 points

Licklibrary DVDs 2000 points

Licklibrary Perfect Partner Sets (DVD & CD) 3000 points

Licklibrary Perfect Partner Sets (six week DVD sets) 8000

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What are loyalty points?

Loyalty points are accrued when you purchase any Licklibrary DVD, CD, lesson or jam track from this website, these points are assigned automatically on purchase to your account. Once you have collected enough points, these points can then be redeemed against any licklibrary DVDs

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Refunds and Returns back to top

I have a faulty product what should I do?

We will replace any faulty product you have received free of charge. Please either use the ’Product Returns’ contact form (click here to access the Contact page) to request a replacement, stating your order reference number and the item(s) you believe are faulty or alternatively send an email to orders@licklibrary.com providing the same information.
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What can I return?

You may return unopened items within 30 days of delivery for a full refund.
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When will I get my refund?

Generally refunds are completed within 3-5 working days after we receive and process your returned item(s).
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Registering your account back to top

Do I have to sign up for a fixed period of time?

You can sign up for a free membership at any time, and cancel this membership at any time.

Our paid membership accounts (DVD Premium and DVD Gold) are for a minimum six month term, with your initial payment for this term taken immediately from your payment card (or Paypal account) on the successful registration and then automatically every subsequent six months afterwards for as long as you wish to be a paid member. If you decide to downgrade your account prior to your next due payment.

Our paid membership account Elite level is now available is a 1 month rolling membership. It is also available on a 6 month term at a reduced rate. With your initial payment for this term taken immediately from your payment card (or Paypal account) on the successful registration and then automatically every subsequent period (as chosen 1 or 6 months) afterwards for as long as you wish to be a paid member.

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How do I sign up?

To register an account with Licklibrary you simply click the green coloured ‘Join’ button at the top of this web page.
Please Note:- You will require a valid and active email address to register an account with Licklibrary as without this it will not be possible to successfully complete your account registration.
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I only want to buy a DVD, can I buy one without signing up?

No, you will be required to set up an account with Licklibrary using a legitimate email address in order to make any kind of purchases, but you can join as a FREE member if you only wish to purchase DVDs from us.
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Downloading & playing media back to top

Can I download your video lessons and jam tracks to my computer / portable music device?

The ‘Online Lesson’ videos are only available as streams and therefore not available to download, however all the jam tracks on the website are available to download and play on from your compatible devices. The only other additional items you can download are 'digital' versions of our DVD and CD catalogue which are available to buy in the Store.
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Can I download the ZIP files direct to my iPad / Android Device?

Whilst this is technically possible on both types of devices, by default neither iOS or Android currently support the opening of ZIP files natively and therefore would require the installation of a 3rd party app to open this type of file (which are available from the App Store/Google Play). Therefore we recommend that you download the ZIP file to a desktop/laptop computer, extract the contents of the ZIP file and then transfer the MP4/MP3/PDF files you have extracted over to the iPad via iTunes or to your Android device using Android compatible file transfer software.
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How big are your digital downloads?

The size of the zip files does vary greatly depending on the DVD/CD title in question, with digital DVDs being approx between 1.5GB - 5GB and CDs being approx 30MB - 100MB in size.
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I have downloaded one of your ZIP files but I cannot open it, why is this?

There are a few reasons why you may not be able to open the ZIP file, the first being that it has corrupted during download and therefore you would need to delete the file you have downloaded and attempt the download once more. If you are a Mac OS X user, sometime the default application on OS X does not handle large zip files very well, so we suggest to download and install 'The Unarchiver' from the App Store, which is free to download and can be found via this link http://itunes.apple.com/app/the-unarchiver/id425424353?mt=12&ls=1
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I have purchased a digital download but I cannot find on the LickLibrary website where to download it from?

Any purchased digital downloads can be found by going to the 'My LickLibrary' page, then clicking on the 'My Media' tab in the middle of the page, where there is a section called 'My DVDs & Digital Downloads' and it is here where you can locate and download your digital downloads (there are 'Download' buttons underneath the respective product image). There are currently NO limits imposed as to the amount of times you can download any digital downloads.
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I’ve downloaded a Jamtrax backing track / digital download but can’t find it.

As with any type of file download from a website via a web browser, the jamtrax or digital download you have selected to download will be saved to the folder location you have selected on your computer's web browser (some web browsers have a default download folder so you will need to check there first), so please make a note of this folder location prior to saving the downloadable media on your computer.
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What format are your digital downloads in?

All digital downloads consist of a compressed 'ZIP' file which (depending on the type of DVD/CD product it is) will contain either H.264 MP4 Video, MP3 Audio and/or Adobe PDFs of any related TAB that is available for that title. To view the contents you will need to download this ZIP and then open it and extract the files using your default ZIP file application (most operating systems will handle such files by default)
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FREE Membership DVD entitlements back to top

How do I redeem my FREE membership DVDs?

To redeem your FREE DVDs firstly you must be either a DVD Gold or DVD Premium member. To upgrade your account click on the "upgrade" link on your membership profile.

When purchasing a DVD continue to the payment page and there is an option to redeem free membership DVDs. Depending on the DVDs available to claim you can offset against the items in your basket by ticking it off. 

You will notice that on the basket details page below the items in your basket a box detailing how many DVDs you can claim.

The price will update as you redeem your FREE DVDs on the page. Please contact us if you have any problems.
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Video Formats - PAL and NTSC back to top

Can I watch a PAL DVD on a NTSC based system & vice versa?

Whilst it is generally possible for PAL set top DVD players to play NTSC formatted discs (if the DVD player is ‘multi region’ capable), unfortunately most NTSC set top players by default CANNOT play PAL DVDs unless the device is 'multi format' capable (not be confused with 'multi region') which in this case such NTSC set top players can convert PAL format DVDs on the fly to play directly on a NTSC TV (but you will need to check with your DVD player's documentation or manufacturer to confirm this).
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I live in a country that uses NTSC, is there any way I can watch a PAL format DVD?

Yes there is! Apart from getting your hands on a 'multi format' set top DVD player (mentioned above) the other easy option you have is to use a computer's in-built DVD player, as ALL computer based DVD players (on both PC and Mac) are not subject to video format restrictions and will happily play BOTH PAL & NTSC DVDs irrespective of which country you live in. Please note that DVD players used in games consoles (X Box, Playstation, Wii etc) DO NOT always support both video formats so again you will have to check with the manufacturer for more information.
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What does PAL & NTSC mean?

PAL & NTSC are the two main video standards used globally for televisions, DVD players etc. As a rough guide PAL is predominantly used in the UK, Europe and many parts of Asia and Africa and NTSC features mostly in the US, Canada, most of South America and Japan. If you are not sure of the video standard you use in your country then CLICK HERE for more information.
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What region are your DVDs?

All of our LickLibrary branded DVDs are 'Region Free' / 'Region 0' as they are educational and therefore have no geographical playback restrictions apart from the video format (read 'Can I watch a PAL DVD on a NTSC based system & vice versa' for more information).
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