In the event you wish to cancel your order, please contact us.
If at the time of the request your package had already been shipped,Upon receiving your cancellation request, we will reach out to our courier service and request that the package be rerouted back to our warehouse. Once we receive the returned package, we will process the order, issue a full refund to your account, and notify you via email.
Can I change my order?
Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you contact us and cancel the incorrect order.
Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.
Can I change my delivery address?
If you wish to change your delivery address, please contact us and we will do our best to assist you.
In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.
In order to help you further, we would really appreciate if you could provide us with the following information :
- First and Last name,
- Company name (if needed),
- Street name and number,
- Zip code and City,
- Phone number and Email Address.
Please be aware that an address change will delay the delivery time. We cannot be held responsible for any delay in delivery due to an address change requested by a customer.
When will I receive my order?
We aim to ensure that you receive your order as quickly as possible.
Once the order has been successfully sent, the warehouse processes it the next business day. It is then prepared, packed and shipped. When ready you will receive a notification email containing your tracking information, along with an estimated delivery date.
We ship with DHL Express courier and the delivery time is normally estimated to be 3-5 business days. Packages are not transported or delivered on weekends and local holidays.
While we always strive to deliver our orders on time, we recognize that the unpredictable is inevitable. External factors such as extreme weather conditions and technical failures may occasionally cause delays and we ask for your patience and understanding should this happen ..
Don't hesitate to contact us if you have any questions about the status of your order. We are happy to help you!
How do I place an order?
To place your order, select the items you want to purchase and add them to your cart. Then, proceed to the payment page where you need to enter your personal information and pay for the order. Make sure to double check that you have entered your necessary details correctly to ensure that your order is delivered without complications.
If you need help, we strongly recommend that you write to us, we will be happy to help.
Was my order successful?
We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.
If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.
What payment options do you accept?
We accept American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal and advance bank transfer.
All payment options available for each country are displayed at the checkout once the delivery country has been entered.
Which currency is displayed on the website?
The prices visible on our website are expressed in Euros. For non-EU residents these prices exclude any duties and taxes that are added or deducted at the time of payment.
We are not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when shopping on our website. If you have any questions about this, contact the bank or credit card issuer, respectively.
Do you store my payment information?
We do not receive or store any payment information. All transactions are handled directly by Paypal or by your bank in case of payment by bank transfer. Your credit card details come from your bank directly to Paypal or to the bank and cannot be read or consulted by different subjects. p>
From where are your products shipped?
All orders are shipped from our headquarters in Perugia, Italy.
How long does it take to ship internationally?
We ship with DHL Express by air and international delivery usually takes 3-5 business days.
I received a damaged Item, what do I do?
If you receive a damaged package, visually assess the extent of the damage before accepting it. If the damage appears serious, refuse the package which will then be handled by the courier with us. If the damage is slight, we recommend that you accept the package but requesting the delivery driver to insert the formula "accepted subject to control" in the paper or electronic receipt. Take pictures before opening the package and while you are opening it to document the operation. If the content is intact, you won't have to do anything else, not even notify the courier. If, on the other hand, the content is also damaged, we kindly ask you to write to us as soon as possible by sending us the photographs as well, so we can immediately open a practice with the courier. We will then provide you with all the information for replacing the product as soon as possible
How are taxes and duties applied to international orders?
If you are viewing our site from a country belonging to the EU, the prices shown on the site already include 22% VAT and you will not have to pay additional duties or taxes upon receipt of the goods if you place an order. If, on the other hand, you view the site from a non-EU country, the prices you see do not include taxes, duties or shipping. Depending on where you live, your country's customs office may impose some additional costs on your order: import taxes, declaration fees, import duties (tariffs) and / or taxes. In some countries, orders below a certain value may not be subject to duties. This is often known as the De Minimis value and is determined by the local customs office. For all online orders, including the purchase of gift vouchers, all costs necessary for customs clearance are the sole responsibility of the customer (it is you). They will be charged on arrival.
On rare occasions, customs agents may delay the delivery of packages at their discretion.
For more information on customs, duties, taxes and other import charges, we recommend that you contact your local customs office.
I forgot my password, What Should I do?
To re-set your password, follow the 'FORGOT PASSWORD' instructions on the LOG IN page. Please note, for security reasons we are unable to send your old password via email.
Will out of stock items be restocked?
We always do our best to keep our Master Tapes warehouse well stocked and to restore out of stock as quickly as possible. If on the site you find an article of your interest marked as "in progress" write to us to know the exact date of availability.
If no stock is available, the item will be removed from the website.
Can I choose the type of tape equalization between CCIR or NAB?
Yes, you can select this option with the boxes you find in the product page at the same cost.
Are Hemiolia Master Tapes also available 4 tracks?
No, our production does not currently include this format
Are Hemiolia Master Tapes available recorded with 19 cm / sec (7.5 ips) speed?
No, all our Master Tapes are recorded at 38cm / sec (15 ips)