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POLICIES

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Store Policy

Holiday Shipping Schedule

As the holiday season approaches, we want to ensure timely delivery of your orders. Please review the shipping schedule and policies below to help you plan accordingly. We recommend placing orders as early as possible to avoid delays during this peak period. For any questions or concerns, our team is available to assist. 

2024/2025 Holiday Closures

  • CLOSED Tuesday December 24
  • CLOSED Wednesday December 25
  • CLOSED Wednesday January 1

Shipping Schedule

Orders placed after 1PM on the day preceding a closure will not be shipped earlier than the first business day we re-open. Pleaser refer to all details of our regular shipping policy below. We recommend adding an extra 1-2 days. If you need a gift and can't have it delivered in time, you can send a Gift Certificate. FedEx also publishes their own guidelines.

Holiday Shipping 

The busy holiday season sometimes creates unpredictable shipping delays. Carriers do not guarantee delivery dates. 

For Gound Shipping, please refer to the FedEx Time in Transit map. Our origin Zip Code is 08365.

Payment 

All prices, taxes, and totals are shown in US dollars ($USD). Conversion to local currencies happens through your credit card bank at the time of sale.

We accept PayPal, Visa, MasterCard, Discover, and American Express.
We offer a payment plan called PayPal Credit https://www.paypal.com/us/webapps/mpp/paypal-credit

You can use multiple credit cards on one order by purchasing gift certificates and applying them to your order. Any balance on the order can be paid with a different gift certificate or a different credit card.

Shipping 

Shipping Restrictions: Orders for physical goods can only be shipped to the United States and Canada. Orders can only be shipped to a confirmed billing address, or a verified shipping address via PayPal. We cannot ship to a "Package Forwarding Service" due to the high incidence of fraud associated with this method.

Canadian customers: The amount shown at checkout is in USD, and includes all taxes, duties, and fees for delivery to your door. There are no hidden charges or brokerage fees collected later. (We pay tax to the CRA and all provinces.)

Carrier Delivery Guarantees: Please note that carriers have suspended some of their service guarantees. This may result in potential delivery delays. We recommend reconsidering urgent expedited shipping, as WE CANNOT REFUND SHIPPING COSTS FOR LATE DELIVERIES.

Shipping Timeline: Transit Times below are calculated in business days, excluding weekends/holidays. For instance, an order placed on Thursday via "Next Day Air" will be shipped Friday and arrive the following Monday at the earliest.

• Most orders ship within 1 business day.
• Orders placed after 1pm will always ship the following business day at the earliest.
• High-demand products, parts, and orders requiring special security clearance require additional processing time.

Order Tracking: You will receive a tracking email as soon as a shipping label is created for your order. Please allow 24-48 hours for the carrier to update tracking information on their site.

Delivery Requirements: EVERY ORDER REQUIRES A SIGNATURE UPON DELIVERY. Carriers will usually try to deliver three times. If unsuccessful, the package will be returned to us. Any undeliverable orders will be subject to our return policy. If you have an account with the carrier, you may be able to arrange for your order to be held at a secure location for pickup. If preferred, we may be able to make these arrangements for you. Reach out to sales@fractalaudio.com for this request. Please note, we are not always able to do this and even when we can, the pickup location is determined by the carrier.

International Orders

We can sell and deliver electronic downloads anywhere in the world. For physical goods, we do not accept orders in the USA from customers in countries or regions where we have a dealer. Please place your order by contacting the dealer for your region listed here. We can accept orders for International regions where we have no Dealer/Distributors with the following considerations:

  1. Verified PayPal is the only payment method accepted. 
  2. All orders must be shipped to an address in the USA/Canada. 
  3. No Returns. No Warranty. Should repair service be required, we can cover this in our Service Center in NH, USA. Any and all costs including parts, labor, shipping (both ways), etc. will be the full responsibility of the customer. 
  4. Product documentation and support is available in English only. 

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