Q: What’s the difference between replication and duplication?
A: Replicated discs (often referred to as pressed discs) are created by physically pressing your data into the surface of the disc, whereas duplicated discs (often referred to as burned discs) encode your data onto the disc by burning microscopic holes into the dye layer of a recordable CD or DVD. Replicated discs are the standard for major commercial releases; however, duplicated discs have lots of advantages, too.
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Q: Should I get replication or duplication?
A: It depends on your application. Replication is most cost effective on orders of over 300 discs, and offers more packaging options. Duplication is most cost effective on orders of fewer than 300 discs and can be significantly faster than replication on shorter runs. To help make your choice, call your Product Specialist at (800) 468-9353.
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Q: What kinds of discs can you manufacture?
A: CD Audio, CD-ROM (PC, Mac, or hybrid), Enhanced CD, CD-i, CD-V, Photo CD, DVD-Audio, DVD, Dual-layer DVD, CardDisc, silk screened blanks (available in CD-R, DVD-R, and DVD+R), and lots more. We manufacture every commercially released format of disc every day; if you have specific needs, just contact your Product Specialist at (800) 468-9353 to find out how we can accommodate you.
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Q: What does the price include?
A: Many facilities will give you a “complete” price, but you may later find hidden costs. Every Disc Makers package includes the things you need to actually manufacture and receive your CD or DVD project. This includes, but is not limited to: glass mastering, artwork proofs, printing and replication, and assembly. Polywrap is included for many packages. Shipping and sales tax are not included in our published prices. On orders without authoring, mastering, or Design Studio services, we presume that your finished art files will be supplied in our templates and to our specifications (for more info on templates and specs, check out our user-friendly guide HERE), and that your master disc performs exactly the way you want it to. Of course, if you have authoring, mastering, or design needs we have experienced industry professionals in-house who are ready and able to take your project to the next level. Just ask your Product Specialist for more information.
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Q: How long will it take to manufacture my order?
A: This depends on the complexity of your order. Because we’re the leading manufacturer in the industry our turn times are among the fastest around. And because our manufacturing takes place in-house, we offer several accelerated options for our clients who need their CDs and DVDs quickly. Speak with your Product Specialist to discuss the available turn times for your project.
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Q: What is a 5% over or under run?
A: Depending on the number of units lost to quality control, your final total can vary slightly. Throughout the industry, it is customary for the client to be responsible for a 10% over or under run. This means that with most manufacturers, you can order 1,000 units - but the manufacturer can produce (and bill you for) an order of up to 1,100. At Disc Makers, we cap your responsibility at 5%. And if you choose to pay in full at the start of your order, we’ll include any overs we manufacture at NO COST to you. And in every case, you pay only for the units we ship - if we happen to be slightly under your ordered quantity (which is rare), we will automatically refund you for any difference when we ship your order.
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Q: Do I need a barcode? 
A: To sell your product in stores, you’ll need a barcode. To buy one yourself would cost $750 and would take several weeks. We'll give you a genuine unique UPC bar code that can be tracked by any distributor or retailer inventory system for only $19.
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Q: Will my song titles appear when I put my CD into a computer?
A: When album information is displayed on a computer, it’s a result of your CD being registered in an online database (also known as CDDB). We will register your CD with CDDB as part of our Ultimate Web Sales and Distribution Bundle, which is $39 extra. A similar but different technology is that of CD-TEXT, which shows album information that is actually encoded on your supplied master disc. CD-TEXT will only display on players that support it. The most common CD-TEXT capable players available today are aftermarket car stereos. If you don’t know whether or not your master has been encoded with CD-TEXT, let us know and we’ll be happy to check for you.  We can accommodate your needs, simply ask your Product Specialist for more information.
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Q: What is a release number? 
A: A release number is a short alphanumeric code used by distributors and record companies to identify, track, and catalog specific recordings.
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Q: How can I get a resale certificate?
A: If you take delivery of your order in NJ, NY, CA, IL, GA, VA, or WA, and don’t have a resale certificate, you’ll need to pay sales tax. Resale certificates are issued by the state to registered businesses that resell their merchandise to distributors and retailers. A resale certificate exempts you from paying taxes on the manufactured product because those taxes will be passed on to the consumer when you collect sales tax. For more information visit http://dor.wa.gov/content/forms/. Note: Unless you run a full-time business that sells to distributors and retailers, a resale certificate is often difficult to obtain.
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Q: How long will shipping take and what will it cost?
A: Your Disc Makers quote will include the cost of two business day delivery on quantities of up to 3,000 pieces. For orders of over 3,000 pieces, shipment by truck often offers the best value in terms of time and cost. Disc Makers can ship internationally and offers direct mail and drop shipment services. Just ask your Product Specialist and we’ll help you find a shipping solution that suits your needs.
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Q: Do you offer a satisfaction guarantee?
A: Yes. All of our work on your project is done in-house to the most exacting standards in the industry. We guarantee that you will be 100% satisfied with your graphic design proofs and audio tests, or we will refund your deposit in full.
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Q: How do I choose a CD DVD duplication system?
A: The right system is the one that works best with your work flow and volume needs. If you are already outputting CDs and just need to speed production, a standalone duplicator can be a great fit. You simply output one CD on your current system, and then use that CD as a master for duplication. Disc Makers Reflex tower duplicators are an easy-to-use, cost-efficient means to high-output disc duplication - and our Medley models offer hands-free, combination automated duplication and high-resolution disc printing. Everyone understands that discs-per-hour equals speed. However, the fastest duplicator is not always the best fit. The key point to remember is that unless you already have silk-screened CD-R or DVD-R blanks, you’ll need to print your discs and duplicate them. For instance, let’s say that you plan to distribute 250 finished CDs to clients each month, and that each month’s CD artwork and CD content will be different. If you know that you’ll have the disc artwork and master ready with plenty of time to spare, one of our hands-free Automated Disc Publishing systems (like the Medley) would be most efficient. However, if you know that you’ll be getting the master just a few days or even hours before the event - you’ll want to print the discs in advance and then use something from the Reflex series (like the popular Reflex7) to burn content onto your pre-printed discs in short order. Give us a call and we’ll be happy to help you consider your options.
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Q: How are the various print methods different?
A: In the CD and DVD industry, the term label refers to the printed image on a CD or DVD. There are basically four ways to print a label.

Silkscreen printing is generally regarded as the highest quality method of label printing. Replicated discs are printed using the silkscreen method, which can be set up for Spot (PMS) colors, Full-Color CMYK Process, or Offset. All of these methods are available on Disc Makers replicated discs, and all but Offset are available on Disc Makers silkscreened blank CD-R and DVD-R discs.

Thermal printing is a durable, professional label at a rock-bottom per-disc cost of only 4¢ per disc. While the resolution of thermal printing doesn’t offer the same level of detail as other methods, it is an excellent choice for text and line art on silver or white discs. Thermal printing also requires no dry time, and thermally printed images will not smear or peel off.

Inkjet printing is a great way to get high resolution and great color without investing a lot in equipment. This method of printing requires the use of inkjet-compatible blank media (available from Disc Makers). Because ink is being applied to a less absorbent surface than paper, inkjet-printed discs require time to dry, and can smear if exposed to excessive moisture. However, Disc Makers Hydroshield media greatly shortens drying time and lessens the impact of moisture on your finished discs.

Paper Labels are still a favorite for user-friendly application and low cost. Kits like those made by Neato offer the capability to design simple labels, print them on your home printer, and affix them squarely and securely to any CD-R or DVD-R media.
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Q: Do the printers print right on the discs?
A: Yes. Disc Makers disc printers and Automated Disc Publishing systems print directly onto the face of print-compatible blank media. Your Product Specialist can set you up with everything you need.
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Q: Do I need a computer?
A: Ultimately, a computer will most likely become part of your work flow. However, Disc Makers does offer solutions that do not require a computer connection to operate - many of our standalone duplicators can copy directly from your master disc onto your blank media. Computer connectivity can be a great thing, though. Duplicators and systems that interface with your computer allow you to print and burn directly from your hard drive - some systems even allow you to print and burn from your network. Many Disc Maker duplicators can be bundled with a preconfigured PC, give us a call to learn more.
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Q: What’s the difference between a duplicator and a publishing system?
A: A duplicator is a system that only copies discs. It works like a photocopier - you supply it with an original (your master) and it outputs copies at high speed. A publishing system encompasses more. It connects to your computer and incorporates a printer as well as one or more drives to burn your CD-R or DVD-R media. Publishing systems are designed to output finished discs from files on a hard drive or network. In addition - fully automated, configurable systems are available that allow you to output hundreds of finished discs from content on your hard drive with just a few simple mouse clicks.
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Q: What are your return policies? Can I return a system if I feel I need something else instead?
A: Special customer protection during the first 30 days: Disc Makers exclusive Perfect Fit Guarantee (PFG): Our PFG gives you 30 days from the date of purchase to decide whether the system you got is the right one for your needs. If you decide you need a different product, we will give you full credit toward any other product we carry (but only during the first 30 days!). To use the PFG, call us at 1-888-800-4038.

Got a problem? We carefully check every duplicator before it leaves our factory. If you suspect that there is something wrong with your system, don’t hesitate to call Disc Makers tech support at 1-888-800-4038. If something got damaged in shipping or is defective, we can swap your unit out for another (same model) during the first 30 days of ownership. After that, you’ll have to send it in for warranty service.

If you decide for whatever reason you just want to return the equipment (within the first 30 days of purchase) and not get a different product, there is a 15% restocking fee. We asses this fee because we can no longer sell the equipment as new, and will have to test, refurbish, and repackage it.

Return Material Authorizations (RMA): If you decide to return a unit, you must obtain an RMA number from our Customer Support Center. Please mark the RMA number clearly on the box(es) you are shipping back. The RMA number helps speed up the processing of your return and is standard in industries where products are returned/exchanged. Shipments received without an RMA# clearly marked on the package will be refused. Keep all of your original packaging (boxes/foam) in a safe place for the life of the unit. If you ever need to send a unit in for evaluation or repair, you will have the packaging available. We require you to ship equipment back in its original packaging. Failure to keep original packaging can result in extra costs (to buy new packaging) and a longer repair turnaround (you will have to wait for the new packaging to arrive before sending a unit in for repair). Any product returned to Disc Makers in non-original packaging will void the warranty.

You are responsible for all shipping charges: Exceptions are when Disc Makers is exchanging equipment that we determined to be problematic out of the box, products covered by Advanced Replacement Service and products that we return to the customer after Warranty Service. Note: Always use a traceable method to send back equipment and insure for full value.

Disc Makers cannot accept any opened software package for credit or refund.

After 30 days, you’re still protected. Warranty: Most Disc Makers products include a one-year warranty that covers most parts and labor. If you have a problem with your unit while it’s under warranty we will repair it at our cost (except for shipping), except in cases of use for which the product is not intended or abuse on your end. Disc Makers provides a depot warranty, which means that you need to ship your unit to us with an RMA number and we will repair or replace it at our discretion. Extended Warranty: Some products can be purchased with an optional extended warranty. This adds an additional year to the standard warranty, so your equipment has warranty coverage for a total or two years from date of purchase. If you decide that you want to add an extra year of warranty, please call your hardware product specialist at 1-800-237-6666.

Advanced Replacement Service (ARS): This optional yearly service plan is ideal for customers who cannot afford to be without their equipment while it is being serviced. Under this program Disc Makers will have you up and running within 2 business days. We’ll cover the expedited shipping both ways should a replacement unit be required. ARS must be purchased within the first 30 days of your unit purchase. For more information, contact your hardware product specialist at 1-800-237-6666.

Technical Support: Telephone, email, or live chat support is free for as long as your product is in warranty.

Out of warranty: Once your product is out of warranty, there will be a nominal fee for telephone, or live chat support of $15 per incident. An incident can include multiple contacts until the problem is resolved or there is an agreement that repair is needed. This fee is subject to change without notice. In case of an out of warranty repair, a Disc Makers tech support specialist will quote you an estimated fee for any repair work necessary prior to the repair being done.

*The above information pertains to new Disc Makers Hardware purchases only; please see www.discmakers.com for specific information regarding Disc Makers Outlet and On-Line auction purchases.
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Q: What Operating System are your duplicators compatible with? Can I use Windows Vista?
A: Depending on the product, there are different operating system requirements. Please see the grid below to verify the product you are interested in is compatible with your Operating System.

	Reflex Units	Medley	UPrint
Windows 2000	X
Windows XP	X	X	X
Windows Vista	X	X
Mac OS X
Mac 10.4.3 +	X

Vista Statement/64 bit: Disc Makers strives to support the latest and most widely used operating systems. Our software engineers are working on adding Mac support to our Medley series by early 2008. Some pioneering clients have asked for our Medley series to work in a 64-bit operating environment or in the Vista operating environment. Our duplicators do not currently function well in either environment, nor are we able to offer client support. Support for Vista is in our engineering plan for 2008. Once the first service pack is available, we will begin coding for Vista.

For optimal throughput and productivity all automated duplicators need to be connected to a dedicated computer. If you want to acquire your own computer to manage these duplicators, you can find the necessary specifications in our catalog or online. Or, we offer a pre-installed, configured, tested, and warranted PC - specifically chosen to maximize your duplicator's throughput and print quality.
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Q: Can I make copies of DVDs and CDs from my collection or library?
A: You can use the Disc Makers duplication equipment to copy unprotected CD and DVD content that you own the rights to reproduce. If you have a band and want to duplicate a recording of your last gig, great! Our machine will do that just fine. If you made a DVD slideshow of your last family vacation and want to hand it out at your holiday party, our DVD duplications systems will do the trick. If you want to create your own “Hit’s of the ‘70s” collection or ‘Backup” your Season 5 of ‘Friends’ then you would not only be breaking the law, the copy protection used in producing these commercial releases will prevent you from doing so.
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Q: What's the difference between the Reflex Ultra and the regular Reflex? Why is the Reflex Ultra so much cheaper?
A: The difference between a ‘normal’ Reflex tower and the Reflex Ultra tower is all about the media they need to use. The ‘normal’ Reflex tower can burn any brand of disc, but of course will work much better when a good, quality disc is used. You get out what you put in. The Reflex Ultra requires you to use only Disc Makers Ultra media, and reason for that is us passing along savings. Our years of experience in this field have taught us the vast majority of problems that occur with duplication equipment are the result of using a poor quality media. When you use only the best media available, like Disc Makers Ultra discs, your system will not need as much support, will not need as many repairs, and will function at its peak.
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Q: How can I buy something that gets me an end product exactly like Disc Makers offers?
A: Disc Makers sells DUPLICATION equipment, larger orders of discs placed through Disc Makers are REPLICATED or Pressed. The replication machinery, like that used in our CD & DVD plants, is extremely technical and requires specialized expertise to operate. Our duplication equipment allows short-runs of printed discs to be produced with professional quality very quickly. You can efficiently produce as few as one disc per master. This contrasts with DVD and CD replication, which is the process used for large runs of CDs or DVDs. The duplication process produces CD-Rs or DVD-Rs, which are discs that are encoded using laser-based burners. Replication, on the other hand, stamps out CDs or DVDs using physical molds (called glass masters). Replication typically has a 300 unit per master minimum, requires manual set-up of glass masters and silk-screens with associated fees, and take 2-3 weeks to complete. DVD and CD replication may be more economical than duplication when you have at least 2 weeks and when more than 1000 units are required.
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Q: How do I know how much ink I’ll need?
A: Our mega pak value selections will allow you to print approximately 1000 discs. Typically this is a good starting point for our clients to insure that you won’t run short while working on important projects. Mega paks include 2 black inks and 4 color inks at a great price!
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Q: Why should I buy my inks from Disc Makers?
A: Because we ensure that every cartridge we sell is brand new and full to capacity, you will be able to more accurately gauge how often to replace inks. And you can be confident that each cartridge will provide you with consistent results. Many retailers sell refilled cartridges and the fill levels of these cartridges can vary greatly, making it difficult to determine how long they will last.
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Q: How can I get the best results from my duplicator?
A: Here are a few helpful hints for making the most of your duplication.
• Control your burn speed: The highest speed setting is not always the best. For example: Audio CDs lack error correction, therefore, optimal burning speed is 16x.
• Duplicate from the hard drive image: On multi-drive units the optimal method for supplication is to load your master image on to the hard drive and then burn, rather than burning disc-to-disc. You’ll not only get consistently faster burn speeds, but you’ll also get fewer rejects.
• Protect your master discs: Keep masters clean. Master discs should be stored in protective packaging and free from scratches, fingerprints, and debris. A poor master will produce a poor copy.
• Keep your duplicator clean: Keep your unit in a clean, temperature controlled environment and on a firm level surface. Extreme temperatures and dusty environments can cause bad duplicates and even damage your unit.
• Always use high-quality media: The number one factor that determines your reject rate is the quality of the media you use. While you may save a few pennies by buying economy-brand media, you’ll pay for it in time and money over the long run due to an increased reject rate. Disc Makers tests our Premium and Ultra (our top recommendation) media to ensure the fastest duplication speeds and lowest rejection rates possible when used in conjunction with our duplicator units.
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