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Digital Audio Acquisition

sales@solidstatesound.co.uk

 01747 830670


 

HELP

 

Business Hours

We are primarily an online business and so you may interact with us via our website and email 24 hours a day, 7 days a week, 365 days of the year.

 

Our office and warehouse is normally open every weekday as follows:

  • Monday-Thursday : 1000-1700

  • Friday : 1000-1400

We are a small web & email based family-run firm and, as such, we are often unable to take calls. Email is always best. Send us one to sales@solidstatesound.co.uk. We always respond to email and if complex advice is needed we will call you back if you include your number.

 

Being an online business we do not have a shop or showroom, nor do we have a collection point. All our orders are sent out by courier or Royal Mail.

 

Closures & Holidays

Our website remains open 365/24/7 but the office and warehouse will be closed on the following days:

 

We are family firm and so on the rare occasions we have a holiday, we close.

Details will appear below if we are planning to have one.

 

 

 

 

Ordering by Phone

We can take corporate credit/debit card orders by phone only if you are one of the following types of customer:

  • Government Department

  • Local Authority

  • Educational Establishment

  • Training Organisation

  • Registered Charities

  • Public Limited Company (PLC)

  • Any Similar Organisation

We can also supply these types of customers against an official order (by email, fax or post) and then send an invoice.

 

Whilst we can take telephone orders and payments from private companies and individuals, we only do so in special cases and when there is a valid technical reason preventing an order being placed with us online (e.g. our website being 'down' or just not working properly for some reason).

 

For security reasons we prefer private customers to place orders with us online (see Buying from our Webshop above) because it is far more secure for all of us.

 

Paying by Card

We accept all the major debit & credit cards online via our card processors, Paypal. All prepayment orders must be placed online. We do not accept cards over the phone.

 

Paying by Bank Transfer

If you prefer, you may pay us by direct bank transfer from your bank to ours. In order to do this you will need to give your bank our bank details. Please ask us for these via email.

 

Product Availability

We normally keep good stocks of most of the products shown on our website.

 

Our normal shipping policy is as follows: If you pay for an order online by noon on any weekday we normally send your order out immediately so you have it in 1-3 working days. We do not send out orders during occasional holiday or other closures (see Holidays & Closures above). This policy covers the vast majority of our orders. There would only be a slight delay if your order came in during a holiday or other closure, or at the same time as other orders for the same item, and we do not have enough stock to satisfy them all. In such cases, we allocate that stock on strictly first come-first-served basis by the time and date on your order. We then fulfil the remaining order/s from the next shipment of that item - usually within a few days. We also try and notify you by email if this occurs.

 

We do not normally deliver on Saturday or Sunday. Why? Because the failure-to-deliver rate by post and courier services is much higher at weekends. When we did used to offer weekend deliveries, and the deliverer failed to perform, we found that it was us who got the the blame, not the service we used. So we prefer not to offer the service at all rather than disappoint customers and lose them.

 

Please note that during occasional company closures (see above) we will deliver in-stock orders placed during the closure immediately on reopening for business.

 

If you would like to confirm stocks of any item we sell please just email us at sales@solidstatesound.co.uk

 

Service & Repair

  • Products under warranty - the products we sell are normally covered by a manufacturer's 12 month warranty. Sometimes manufacturers even provide 2 years warranties but 12 months is the minimum length of cover for most. But whatever the manufacturer's warranty, here at Solid State Sound we extend it to 3 years (see details here). The warranty cover starts from the date of invoice. If your product is still under warranty and you think you have a problem with it, then you should first email us at sales@solidstatesound.co.uk giving us your name & address, the date of purchase, our invoice number and - most importantly - its serial number. We will then either call or email you.
     

  • Products not under warranty - if you are having trouble with a product that is over 3 years old and no longer covered by either its manufacturer's standard warranty or our Extended 3-Year Warranty then please email us and we will advise what to do.

Shipping & Delivery

We deliver worldwide and we use the most appropriate courier service for each individual job depending on what we are sending you and where we are sending it to.

  • For small-to-medium sized, low cost items (typically sub-150) that will fit in a postal sized padded bag, we normally use Royal Mail. Goods sent by this method usually arrive within 1-3 working days.

  • For larger packages we normally use DPD Couriers. The majority of UK mainland parcels sent in this way will arrive the next working day* and be fully insured by us against loss or damage in transit.

[*Interlink provide a One-Hour Time Window delivery service. This means you no longer have to wait in all day for a delivery because we will email you with the tracking number for your parcel and this will enable you to find out from their website within which hour your parcel will be delivered.]

Our standard delivery charges to MAINLAND UK addresses (see exceptions below) are as follows...


9.95 for purchases with a value of up to 500
FREE for all purchases with a value of 500.01 or more

Please remember...

  1. Our charges include the carrier's cost (postage or courier fee) plus insurance, as well as the cost of the packaging materials plus the time it takes to administer, prepare and label your package.

  2. Note especially that all our deliveries are insured. This is important because in our regular checks on what our competitors charge for delivery they are often using the cheapest and least secure methods of getting your order to you. And this can mean that if your order goes missing (or is damaged) in transit you may not be covered and/or the order will be delayed.

  3. In such cases it often takes a long time (days, sometimes weeks) to sort the problem out before you actually get the equipment you have paid for. We know this because customers who have been 'stung' before when buying elsewhere have told us.

  4. So, as with everything else in life, you get what you pay for. We believe our delivery charges represent excellent value because you get your order delivered and if it lost or damaged we normally send you another one immediately, with no quibbles, and then we make a claim and you don't have to do anything.  

That's why our delivery services are actually better than our competitors.

 

Deliveries by courier to UK Highlands & Islands*: Our website is coded to calculate the appropriate delivery charge for a mainland UK address for any given order placed, even if you are placing the order from a UK Highlands & Islands address. If your parcel is small enough (e.g. one single small solid state sound recorder) then this can often be carried by Royal Mail services at no extra cost. However, if it is a larger parcel that we can only send by courier to a UK Highlands & Islands address, then we reserve the right to make a surcharge for this. In such cases we will email you a separate invoice for the appropriate amount and you may click on a link in that invoice to make the extra payment. Once this is received we will be able to deliver. [Summary: our UK Highlands & Islands address surcharge only applies to courier deliveries of larger parcels. Deliveries of smaller parcels to UK Highlands & Islands addresses by Royal Mail 1st Class and Royal Mail Special Delivery services will cost the same as for mainland UK addresses.]

*UK Highlands & Islands addresses include: Scottish Highlands, Northern Ireland, Scilly Isles, Isle of Man, Channel Isles, Scottish Islands, Isle of Wight.

 

Delivery to non-UK addresses: Our website is coded to calculate the appropriate delivery charge for a UK address for any given order placed, even if you are placing the order from outside the UK. If you require your order to be delivered to a non-UK address, then we reserve the right to make a surcharge for this. The amount will depend on where in the world you want us to make a delivery. In such cases we will email you a separate invoice for this amount and you may click on a link in that invoice to make the extra payment. Once this is received we will be able to deliver.

 

Please note that, in many cases, small (lightweight) orders to many EC countries will not incur a surcharge if we send them by Royal Mail.

 

Three Year Extended Warranty*

The majority of the products we sell come to you with a manufacturer's warranty, or guarantee, lasting just one year from the date of sale. This is to cover any manufacturing defects that may result in problems down the line.

 

Here at Solid State Sound we feel that this is too short. After all, the product you've bought from us is surely designed to work properly for longer than this. But will it? We'd all like to think so.

 

In case it doesn't, though, we provide you with a FREE extension to a full three years, thus ensuring you are covered properly.

 

For your peace of mind.

 

Please see under Service & Repair above for further details.

 

*Our Extended Warrant applies to current product only. Should you experience a problem with a device that is discontinued during the warranty's extension period (years 2 & 3) it sometimes may not be possible to repair the fault due to spares and parts no longer being available. In such cases we will be unable to honour the warranty extension.

 

VAT

All prices shown on this website show our prices including VAT at the standard rate in force. Click here to use our VAT Calculator - this will enable you to deduct the VAT element of our prices to see how much the price is without VAT.

 

If you choose to purchase products from our webshop, regardless of where you are in the world, the prices, as well as shipping costs, that you will be charged will all include VAT. All electronically generated invoicing from our webshop and via our merchant service, PayPal, will show pricing inclusive of VAT. If you are VAT registered, then naturally you may calculate the VAT element of our price and reclaim it in the normal way.

 

If you are purchasing from outside the UK and the EC then you should not use our webshop or you will be charged UK VAT. Instead, please contact us at sales@solidstatesound.co.uk with a list of your requirements. We will then confirm pricing and shipping costs (your exact address is required please) without UK VAT and then we will finalize the transaction by sending you a PayPal email invoice, or else by using our bank details above you may make a bank transfer to us.

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