Sales & Shipping
No order cancellations, refunds or returns. This includes advance payments on backorder or preorder products. Please be aware that we are a small business and often purchase materials based on your advance payments. Defective or damaged products are covered under our manufacturer warranty and eligible for repair or replacement.
Advance payments may be applied to different products after you order. If you are tired of waiting on a backorder or preorder item you have paid for, we can apply your payment credit to anything we do have in stock.
First paid, first shipped. Your spot in our fulfillment queue is reserved at the time in which your order is paid for in full.
In stock items ship within 2-3 days. We juggle shipping duties with other tasks in the workshop here, and typically have shipping days twice per week. If there is an anticipated delay in shipment times we will make a public notice of our unavailability on the home page of this website.
All items ship together by default. If your order includes a backorder or preorder item, in stock items will be reserved and held until pending items are ready for shipment. If you need immediate shipment on in stock items, we recommend that you place a separate order. If you would like to split your order after it is placed, please contact us. You may be responsible for additional shipping charges.
Shipping services and rates. We currently ship exclusively via USPS Priority Mail and USPS Express Mail for both domestic and international shipments. We charge a weight based rate that reflects our actual shipping and handling costs. If you have special shipping needs, please contact us before you place your order to determine if we can accommodate your needs.
International customs forms. We do not undervalue items on customs forms for international shipments. Please be aware of your responsibilities to pay for import or duty taxes upon delivery according to your country’s regulations.
Shipments will be sent to the address on file. If your address is changed or you need us to hold an order for you while you’re traveling or moving, please contact us to provide updated information.
Warranty Repairs & Service
12 month manufacturer warranty. All of our products are covered against parts and manufacturing defects for 12 months from the date of purchase. To request a warranty repair or replacement, please submit a support ticket with your original sales receipt. We'll provide you with a return shipping label at no cost.
Out of warranty repairs and service. We will professionally service and calibrate any products we have manufactured into perpetuity. Our repair and service labor rate is $50 USD per hour with a one hour minimum.
DIY (Do It Yourself) Products
Our DIY products are intended for intermediate to advanced level electronics hobbyists only, we do not offer build troubleshooting, assembly instructions, or other support beyond what is posted on the product pages. Our guarantee is that the products will function as intended when built according to the parts lists in their posted Bill of Materials. These products are offered as a service to the tradition of Synth DIY and are intended for builders with experience sourcing their own components and through hole soldering techniques. If you need assistance with our DIY products, please join our user communities and make use of our knowledgebase to ask questions.
Artist Sponsorships & Educational Discounts
Artist sponsorships. We are aware and grateful that most of our customers are working artists. Making short batch specialty video equipment is expensive and involves components many times the cost of their equivalents found in audio synthesizers and other creative electronics. In our continual effort to apply our mission statement of providing practical tools for working artists, we keep our margins as low as they can sustainably be. For this reason, we do not offer gear sponsorships or discounts.
Educational institutions and community television stations. We offer a 10% educational discount for gear sold to educational institutions and community spaces with the intention to install our equipment in an open lab environments for student or public use. Please contact us if you qualify to set up an educational account.
Wholesale pricing. If you are a retailer interested in stocking our products please contact us to set up a retailer account. Once your account is activated, you may place orders at wholesale pricing via our website. In order to qualify as a retailer, you must have a physical work address and website presence. Items purchased at wholesale pricing must be available for sale to the public or used as demonstration units in a retail space that is open to the public.
MAP/MSRP pricing must be displayed. We do not allow retailers to display or publicly sell our products at pricing less than what is listed on our website and product info sheets. The exception is seasonal promotions surrounding major holidays that must run for 48 hours or less. If you have questions or concerns, please contact us to see if we can make an exception.