We frequently get asked a about our policies and other things related to purchasing one of our amplifiers. So, here's a list of some of the more commonly asked questions. If it's not covered here, please do feel free to call us any time at all and we'll be happy to try and answer your question to the best of our ability.
"I'd really like to order an amplifier. How do I go about getting one?"
Our entire product line can be purchased either directly or via a select list of dealers. See our Purchase page for details. Because of our dealer agreements, with the exception of the occasional "special" that we may offer for purchases made directly at a trade show, there is no discount for purchasing directly from us.
All our amplifiers and cabinets are made to order. Because of this, a non-refundable deposit is required to get the process started. The deposit amount is usually 50% of the total cost before shipping. "Custom shop" deposits vary with the complexity of your build.
"I've been talking to one of your dealers but after speaking with you personally, I'd rather just buy directly from you. Can we do that?"
While we're happy to sell our product directly to you, if you've found out about us through one of our dealers, it's our policy to direct the sale back to them. Our select list of dealers work hard to sell our products for us and as such, it's really not fair to cut them out in this case.
"I've placed an order for one of your amplifiers. How long will it take to get it?"
From the time your deposit "clears", it usually takes (depending on the model) about 45 to 60 days to complete your amplifier. While we make great efforts to get it to you within that window, or even sooner, there are sometimes unforseen delays; particularly with respect to custom cabinetry. If anything occurs that will cause a delay, we'll tell you as soon as possible.
"But I really need it sooner than that! Is there something we can do?"
Occasionally, depending on our shop workload, we can accomodate a "rush order" at a small surcharge. If the shop is extrememly busy, this may not be possible though, even if you offer to pay more to get the amp sooner. The surcharge usually just goes to expedite non-stocked materials with our vendors.
"I've recieved the amplifier but after playing it for a bit, it's not sounding quite the way I expected it to with my gear. What can a do about this?"
While we do try to initially "tune" the amp to your playing requirements, if you're not present for this, sometimes, there might be a gap between what you'd like and what we think that is. To lessen the effect of this, we do offer a single, free "tweaking" session. If you're near our shop, you can schedule this with us and come down for that "session". If you're not local to us, we will work with you to get the amp back to our shop and back in your hands quickly.
Sometimes, we can also just help talk you through setting the amp as well. Call us first!
I've made a deposit or full payment in advance, but I've changed my mind and would like a refund.
Due to the hand built and custom nature of our products, we're sorry to say the answer to this is that the deposit is non-refundable, without exception. Components such as cabinetry are also made to order and require a non-refundable deposit from the artisan or manufacturer or a significant initial outlay for materials. While we understand that occasionally, there are hardships that may change your ability to fully commit to your purchase with us, once we've committed this deposit to our vendors, there's really nothing we can do about it from our end.
Be aware that should you need to cancel your order, your deposit can always be applied to completing the purchase at a later date, and may get you bumped up on our existing schedule. Your deposit is also assignable to another party so if you find someone that wants one of our amps as well, we'll work with you on transferring that "right". However, we can't broker that time of deal.
"I've purchased one of your products and after receiving it and playing it for a bit, I've decided that my needs have changed. Can I return the product either for a refund, credit or exchange?"
While we're sorry to hear that, we have to say that answer would be "No, we do not accept returns, credits, exchanges, refunds or a "trial period" of any kind. We have to do this because of the custom nature of our products; everything we sell is made to order.
With that said, occasionally, on a case-by-case basis, if your product is in absolutely pristine condition, we may try to broker a "demo" sale for you as we sometimes have customers who want an amp but just don't want to wait for for it. If you're interested in pursuing that, please call us about it. We can't make any guarantees, but we're certainly willing to try and work with you on that.
I'm a dealer and have a warranty or returns policy that is different from yours. How do I handle this?
All our policies are the same as with our direct clients. There are really no exceptions to this. Handling of those differences is entirely your responsibility.
"Speaking of warranty, what exaclty does your warranty on your products cover?"
The full terms of the warranty can be found in the back of our user manuals or here on our website. However, a quick rule of thumb is that provided all handling instructions have been followed, all electronic components, with the exception of "Tubes and Speakers" are entirely covered for a period of 5 years from the delivery of the product. Because of the nature of Tubes, and Speakers, we can only offer 90 days on those parts.
Now, for example, if you've spilt beer on you amp, and now it doesn't work, that's not covered. Or if you left it plugged in during a lightning storm (even if it was turned off), and now it doesn't work, that's also not covered. Or, you blew a fuse, replaced it with a piece of wire, and smoke came out of the amp, along with some flames, that repair is also not covered.
Granted, we're slightly flexible here (on a case-by-case basis), but if you abused it, you're responsible for the cost of the repair.
If we deem it's a real warranty repair, we're pretty much committed to covering shipping the item to us and then back to you, at our expense. Without argument.