Mastersounds support

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Find FAQs, Manuals & Support here.

FAQ's

Product Queries

We're really proud to have the majority of our hand-built products in stock, ready for next day dispatch when ordered by 2PM (GMT).

Sometimes, we have to put a small lead time on our products when we are waiting on components or materials to arrive. If a lead time applies, it will be stated on the product page.

We only use the highest grade of components and materials, and sometimes sourcing these means we can't offer next day dispatch on some products. However, you're still very welcome to place your order, and as soon as it's ready to ship, you'll hear from us.

We incredibly proud manufacture all our audio products right here, in the UK.

We work closely with our manufacturing partners, Union Audio (Cornwall) & TPI Sound (Leicester) to create the most stunning audio equipment in the world, together.

You can find your product's serial number on the back of the product, where the input and output ports are. They are formatted as per the following examples:

- FX-0007-B

- R4V-0007-S

- R2-0007-B

E.g, FX Unit's Serial Number is placed here.

Shipping & Delivery

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We ship via the best courier and mail services to prioritise parcel safety & protection.

Mixers, FX Units & LinearPOWER: UPS / DHL

Audio Accessories: Royal Mail 1st Class Signed For / Royal Mail Int'l Tracked & Signed

Clarity A: UPS / DHL

Unless stated otherwise on the product page, orders placed before 2PM (GMT) are dispatched the following business day.

If the product has an estimated build time on the product page (eg. build time: 3-5 working days), we will be in touch once the order has been built, providing you with your delivery tracking information. Please don't contact us unless the build time has passed, and you haven't yet received your tracking information.

If you are shipping inside the UK, no. The price you pay is inclusive of VAT @20%, and no extra charges will be applicable past your order confirmation.

If you're shipping outside of the UK, yes. The price you pay is excluding VAT, and you will be contacted by the delivery partners to be charged your local customs & duties when the order enters your country. This is usually around 20% for tax, plus any minor handling fees.

To find out more information on your respective country's import taxes customs duties, please refer to your local customs authorities.

A tax ID is a number issued by the government for tax purposes. Some countries issue them for businesses alone, while others also issue them to individuals. For example, in the UK most companies have a VAT number, and individuals have a PAYE number.

How do I know if I need to provide one?

The majority of orders shipping outside the UK will require your Tax ID, and there is an option to include it at the checkout. If it is not provided at checkout, either ourselves or your local customs will prompt you if a tax ID is required. It is only required for some countries where the tax ID is required for customs clearance purposes.

What if I can’t provide my tax ID right now?

It’s not an issue if you can’t provide your tax ID when you place your order, but it does mean there will be a delay when the goods arrive in the destination country, as the courier will need to contact us/you to get it from you directly, and they will not release the goods until they are provided with your Tax ID.

Providing it when you place your order with us simply speeds up customs clearance.

You don't have to provide your tax ID at all, if you don't want to, but your package may be returned to us by customs and you will be liable for shipping charges & fees.

We use different delivery services based on the kind of product in your order, and where it's being shipped.

UPS/DHL: UK - 2-3 Working Days | EU - 5-7 Working Days | Rest of World: 3-5 Working Days

Royal Mail: UK: Next Working Day | Rest of World: Approximately 3-5 Working Days

Don't worry. UPS, DHL and Royal Mail have options to divert, reschedule or hold your parcel at their warehouse for you to collect when it's best for you.

Refer to your tracking information and select an option through their system.

If you're having trouble diverting, rescheduling or holding your parcel through their system, contact us.

You can find out the price of shipping by adding the products to your cart, then inputting your shipping details at checkout.

Payments

As a worldwide business, you can pay in your local currency, and we accept all major credit and debit cards including Visa Credit, Visa Debit and Mastercard. We also accept American Express and PayPal. 

We also offer PayPal Credit, where you can spread the payment Pay-in-3, Buy Now, Pay Later, and 12-36-month, interest-free credit.

Try checking out on our website, and if you have any issues, you are more than welcome to message us.

Resources & Extra Information

YouTube Channel

Watch videos from our channel to learn, inspire and educate your purchase.

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User Manuals

Download product manuals and user guides to get you set up & grooovin'.

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Terms & Conditions

View general information including privacy, legal and warranty information.

View Our Terms

Repairs, support & General Enquiries

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