Terms & Conditions
*We reserve the right to cancel and refund any order.
The terms, policies and conditions (collectively known as "Conditions") described below govern the use of this site (referred to as "Upscale Audio" or "site"). Your use and/or placement of any order indicate your acceptance of these Conditions. Upscale Audio Inc. of California.
We keep your personal information private and secure. When you make a purchase from our site, you provide your name, email address, credit card information, address, phone number, and a password. We use this information to process your orders only. All information is kept private.
Our secure servers protect your information using advanced encryption techniques and firewall technology.
We use "cookies" to keep track of your current shopping session to personalize your experience and so that you may retrieve your shopping cart at any time.
Privacy on Other Web Sites
Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Upscale Audio reserves the right at any time after receipt of your order to accept or decline your order for any reason. Minimum order is $50. There will be a $10 handling charge added to any domestic order that does not meet this minimum. For orders outside of the U.S. and Canada, minimum orders are $150. International orders may be rejected for credit card payment and a request sent to the customer for wired funds at our discretion, OR may be rejected in full for any reason.
We accept the following credit cards: Visa, MasterCard, American Express, and Discover. There is no surcharge for using your credit card to make purchases with Upscale Audio. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Your credit card will be billed upon shipment of your order.
Money Orders, Cashier’s Checks, Company Checks, & Personal Checks
Upscale Audio accepts money orders, cashier’s checks, personal checks, and company checks in U.S. Dollars only. Orders are typically processed upon receipt of a money order or cashier’s check, but may be held for clearance at our discretion. For personal and company checks, please allow up to 10 business days after receipt for clearance of funds before the order is processed. We will charge a $25 fee on all returned checks.
Upscale Audio now accepts Paypal for all domestic and international orders. There is no surcharge for using Paypal to make purchases with Upscale Audio. In order to protect our customers, all of Paypal's rules and conditions shall be strictly adhered to by Upscale Audio. Orders will only be shipped to the address provided by the customer to Paypal. Customers using unconfirmed shipping addresses may require further verification before the order is completed. Orders over $250 will be shipped with a signature required for delivery.
Orders are filled as soon as possible, while maintaining quality. Upscale Audio attempts to have all products in stock, and if they are not in stock you will be notified. Our cut-off time for same-day shipping is one o'clock, however, placing an order before one o'clock does not guarantee same-day shipping. If you have a special need, please call us. Orders are not shipped on Saturday or Sunday.
We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by Upscale Audio or other parties only as an estimate. Shipping companies do not include weekends in their delivery estimates. None of the shipping options provided on this website guarantee delivery on Saturday or Sunday. If you select overnight shipping for your order on Friday, if it ships the same day it will not arrive until Monday. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability. It is your responsibility to provide us with an accurate mailing address and telephone number. Shipping companies charge $10 for each incomplete or incorrect address entry, and you will be subsequently charged for any fees incurred if the address and/or telephone number you provide is incorrect.
In the unlikely event that your product is not in stock, we will ship your product as it becomes available. However, there may be times when the product you have ordered is out-of-stock, or in need of testing, which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping. Once your order has shipped, it is subject to our refund policy.
Upscale Audio charges sales tax for all orders to be delivered to addresses within California. For orders shipped to other states or countries, you are solely responsible for all sales taxes or other taxes, if any.
Shipping Charges, Customs & Duty on Foreign Orders
International shipping rates are determined by weight, box size, destination, and value. If you do not approve the shipping charge, then you have the option to not proceed with the order. If you are ordering an item that will be shipped outside of the U.S. you must understand one thing: You will be charged customs, duty, and brokerage fees. These fees are assessed by your country's government and the shipping agent. You are not paying these fees to Upscale Audio. It is a federal offense to falsify customs documents, and Upscale Audio will not falsify any documents or receipts under any circumstances.
It is solely the responsibility of the customer to immediately pay all duties, taxes and customs fees assessed by your country's government and the shipping agent you have chosen. Upscale Audio has no input, opinion, or any information regarding the amount these fees may add up to. It is your responsibility as the buyer to determine this information prior to making your purchase.
If the customer's duty & customs fees are charged back to Upscale Audio, it will result in an additional charge to the customer's credit card or Paypal account of a sum equal to all international customs fees assessed for the order, plus a handling fee of $100.
As soon as your order is shipped, you will receive an email containing a tracking number so you can track your order's progress through customs. UPS may charge you a brokerage fee depending on the amount of the order. UPS will prepay any and all duty, VAT, and customs fees associated with the merchandise contained in the package, which they will then charge to you upon delivery. In addition, UPS will charge a disbursement fee for pre-paying the fees that are due as the package enters the destination country. Please click here to read a list of any fees that may be associated with an international UPS shipment. If you have questions about these fees, please call UPS. Upscale Audio cannot offer any input.
In the event of a warranty claim, overseas buyers will be responsible for the ship charges associated with the warranty replacement shipment.
We will gladly exchange any new equipment that is defective due to defects in manufacturing and/or workmanship for 30 days from the date of purchase. Used and close-out equipment does not carry this guarantee.
No refunds on special order items or vacuum tubes.
Satisfaction guarantee: You must be happy or you may refund your equipment to us for any reason within 7 days or receipt. You will be charged a re-stocking fee of 15%. In the cases of AH!, PrimaLuna, and Mystere products, our policy extends to 14 days, with a 10% restocking fee. Shipping is not refundable. Used equipment does not carry this guarantee. Items that are sold with "free shipping" will have the actual shipping cost deducted from the final refund amount.
Return Acceptance Policy
Equipment must be returned as new, in the same packaging received. A second box must be put around the factory boxes. Returned equipment will be inspected upon receipt.
All items are inspected upon receipt. The customer may be liable for any items that are returned damaged or missing parts. Items such as remotes and power cords can shift around in shipping and may damage the equipment. Make sure these items are packed securely.
Orders returned because it could not be delivered
If the shipping company is unable to deliver the order for any reason, or if the customer refuses to take delivery of their shipment, and it is returned to Upscale Audio, the order will be refunded minus the original shipping charge. The customer will also be responsible to pay any and all charges associated with the return shipping which will also be deducted from the final refund amount.
If you are a international customer and purchased a powered hardware product please know that Upscale Audio sells products which are meant to be used in the USA on a 120VAC/60Hz circuit. Since you are not in the USA, it is your responsibility to ensure that the unit receives the proper voltage via a step up and/or step down voltage converter. Using this device on a voltage or frequency that is not 120VAC/60Hz may cause damage to the unit and greatly increases the risk of bodily harm or even fire. Upscale Audio cannot be responsible for damage to a unit that is not used on 120VAC/60Hz. Upscale Audio will also not be able to provide you with warranty service or a replacement unit.
New, demo, open stock, and show piece equipment carries the full manufacturer's warranty unless otherwise specified. Vacuum tubes are warranted for 90 days from day of purchase against defects, except in cases of abuse, and replaced with like-item only.
Warranty replacements are sent via ground shipping regardless of the shipping method originally chosen at purchase.
If you are purchasing spare tubes, plug them in to make sure they are working properly as soon as you receive them. The warranty period begins at the date you receive the tube, not at the date you first use the tube.
Vacuum tubes being sent to Upscale Audio for warranty replacement must be shipped in a box with appropriate packaging to keep them from being damaged.Vacuum tubes returned to Upscale Audio using inadequate packing will have a voided warranty and will be returned to the customer.
Click here for more info regarding our vacuum tube warranty.
Exceptions to our warranty policy are as follows:
There is no warranty, exchange, or refund for vacuum tubes purchased for use in guitar amplifiers & other pro gear and recording equipment. This includes New Old Stock and current production tubes.
Upscale Audio reserves the right to refuse warranty at our discretion based on the equipment being re-tubed. You will be notified of any change prior to your order being processed.
Upscale Audio is not liable for any damage or injury caused by the improper use of its tubes or the use of an incorrect/incompatible tube type. If you are unsure of what tube or tubes your equipment uses, consult the manufacturer before making a purchase. Using an incompatible tube type may cause severe damage to your equipment and will void your tube's warranty.
Used items listed on our website are sold "all sales final." No exceptions. If the item is DOA, it is the customer's responsibility to report any technical problems with their used item within 48 hours of receipt. If the item does arrive DOA, we will pay for the repairs, or simply refund the purchase price.
Shipping is not refundable under any circumstances.
In the event a product is listed at an incorrect price due to typographical error, or error in pricing information received from our suppliers, Upscale Audio shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Upscale Audio shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Upscale Audio shall immediately issue a credit to your credit card account in the amount of the incorrect price.
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Upscale Audio is not responsible for the operation of or content located on or through any such site.
Copyright and Trademark Notice
This site is owned and operated by Upscale Audio. Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Upscale Audio, Copyright © 2010, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without Upscale Audio’s prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.
These Conditions will supersede any terms and/or conditions you include with any purchase order, regardless of whether Upscale Audio signs them or not. Upscale Audio reserves the right to make changes to this site and these Conditions at any time.