Terms & Conditions

Please review this information each time you place an order, as our Terms and Conditions are subject to modification at any time.  Our contract of sale will be bound by the T’s and C’s in effect at the time of your purchase.

Privacy Policy

Excluding data required by Paypal to complete a transaction, and giving your details to UPS or USPS for delivery purposes, we will NEVER sell, give, or otherwise redistribute in any way your email address, or any other information we collect from you. That’s just between us.

We might send you the occasional promotional email, from time to time. Realistically, we haven’t sent out any promotional emails in the 3 years we’ve been in business, so you certainly won’t see many. You can opt out of receiving these promotional emails if you wish.

You may make purchases as a guest, but if you sign up for an account first, you’ll be able to see your order history (when you have one), write product reviews, and probably some other cool stuff.

Your Payment Info

All payment processing is done by Paypal, on their servers. When you submit your order, you will be redirected to Paypal where you will complete the payment process, and then be returned to San Pedro Labs for order confirmation. We do not have the ability to see, or store any credit card numbers, Paypal passwords, etc.

Warranty

Everything we build comes with a limited 12 month non-transferable warranty. In the unlikely event that something you purchased from us has stopped working through normal use, contact us to discuss the problem and if applicable, arrange a return. We’ll either fix it, send you a replacement, or – if we can’t fix or replace it – offer a refund.  You (or now PayPal, in many cases) will cover the cost to send it back to us, we will cover the cost to return it to you. In some cases we may suggest a DIY fix that the customer can perform without having to send the product back. For large items like the TTSH we may instead, if possible and at our discretion, arrange for a local technician to perform the required work. The warranty does not cover failure due to abuse or negligence on the part of the customer.

Beyond 12 months after purchase, we will still repair any problematic instruments, but you will be charged for parts and labor.

Lead Time

Products that are in stock will be shipped immediately, unless ordered with something on backorder, in which case all items from that transaction will be shipped together when ready. We will strive to deliver as soon as possible, and realistically expect the average backorder to be shipped within 4 weeks. However, some products purchased on backorder may take several months to arrive at your door. We keep a healthy stock of spare parts on hand, but sometimes we have to wait for elusive components to become available. Any custom orders will inevitably take longer to fulfill than off-the-shelf products.

PLEASE DO NOT ORDER A BUILD IF YOU ARE NOT PREPARED TO WAIT PATIENTLY.  We have plenty of clients that do appreciate that it’s near impossible for (essentially) one man making synthesizers by hand, using obscure components, while dealing with all the surprises that happen when running a business, to stick to a rigid schedule.  Having to stop building in order to answer weekly emails about ETAs does not speed things up.  You have to wait 10 years for EMS to build you a Synthi, so in context, 3-6 months is really not long to wait.  If you can’t deal with this, please find someone else to build your synthesizer.

Deposits and Backorders

Deposits paid for TTSH builds will put you in the waiting list, and when your turn arrives, we will notify you and send an invoice for the balance. At this point, we will start the build, and your TTSH will be ready for dispatch in about 2 weeks.  Alternatively we may just invoice you when it’s ready. We’ll notify you when it’s ready to ship, at which point the invoice must be paid – we won’t ship before payment has been received in full.  If the final invoice is not paid within 30 days, the order will be cancelled, your deposit will not be returned, and you will lose your place in line.  This deadline will be extended if completion of your order is delayed beyond 2 weeks after the final invoice date. For all other products, we will contact you when we receive your backorder, and give you an estimated lead time. All sales are final. Deposits and backorders – for any product – are not refundable, unless we determine that we are unable to fulfill your order.

Domestic Shipping

All of our domestic shipments are insured with tracking, and some may require a signature upon receipt by the customer. Small items generally go with USPS, larger items with UPS.  If a package is lost in transit, we will cover it.  If an item is damaged in transit, we will ask the customer to assist us with gathering evidence (e.g. taking photos) to file a claim; if the customer is unwilling to co-operate, we will not be responsible for any claim, and the customer will sustain the loss.

International Shipping

We will declare the full retail value on all shipments, and the customer is entirely responsible for any import duties or taxes on international shipments.  Small international shipments are not insured by default, but insurance can be arranged for most destinations – contact us if you want to add insurance.  We will provide tracking whenever possible, or otherwise, proof of shipping.  Large items (e.g. TTSH) will be fully insured. We recommend UPS or FedEx but due to continually rising shipping fees, now offer USPS as a low cost international option.  We are not responsible for any damage or loss incurred during international shipping, but we will assist the customer with any insurance claim.

We will ship to many countries worldwide, but not just anywhere.  A list of approved countries is visible when calculating shipping during the checkout process, sorry if your country didn’t make the cut.

As international shipping is currently disabled in the webstore, please email us for shipping quotes and order placement.

We reserve the right to cancel or refuse any order for any reason.  We also reserve the right to change these Terms and Conditions at any time.

Last updated Oct 28 2016 @ 15:32
Previous version August 3 2015 @ 10:49