 When you get something from Mercenary® Audio, take as long as you'd like (within reason) to play with it, make sure it's what you really wanted. If you're not doing back flips with glee over your purchase, we'll take it back, actually, we want it back (don't like the idea that someone got something from Mercenary that isn't making them insanely happy)...it's that simple. Ok, so you're out a coupla bucks for shipping, but there are no restocking fees, nor any other hidden nonsense. Yeah, it's kind of a strange way to do business, but it's how we'd like to be treated... so what the hell... Any questions?  If you don't have the 20+ minutes to read through the whole page, here is a quick run down of our policies. Click on a link for further explanation.
Why?: We only do things that are in our best interest, an unhappy client isn't in our best interest. Even if you don't like the product you get from us, you will like the way we do business. We are very much here to serve you, if you don't like the product, we haven't done our job. It's pretty simple actually, if we don't treat you like gold, then everybody you stand next to in an elevator will think we're butt heads. If we provide quality products and service, you may even remember us next time you want to purchase equipment. That, and we're all on salary, not commission...so it's way easier to not argue with you and just do what you want...we'd have to anyway, this way we just avoid the hassle part. We get paid the same at the end of the week either way, this way we avoid the added annoyance of arguing...OK, so we're lazy, but in a good way. Software, special/custom orders, stuff you've scratched, stuff that's missing the original box, the warranty cards, or have been using for more than a couple/three months may be returnable but subject to a "restocking fee", or deemed not returnable [the decision of our judges is final!!]. Yeah, we know this sorta seems like it's tightens up our "most liberal return policy" in the business thing, though really we're just defining the parameters... it really still is the most liberal policy in the business. Some not so cool people started to abuse it and play us for some kind of "free rental" house, which really kinda sucks... but what can ya do... give some people an inch and they'll take your arm. Our aim is the same as it ever was... to provide you with the tools that make your life better and easier. PERIOD. We really want you to have all the time you need to make an educated decision about the product you purchase. We really want you to use the thing in multiple applications and make sure this tool does everything you hoped it would do, maybe even a little more. As time has rolled on and more folks have discovered us, we have found that we need to define things a bit better. While we are here to help anyway we can, we also have family's to feed [and drug habits... uh... no, families to feed, yeah, that's it] so we do have to get a bit 'Johnny Corporate' from time to time but we will sincerely try to keep that to an absolute minimum. Most folks are way cool, some just need it spelled out, which is what this page is all about. Back to Top Warranties (we double them): At Mercenary Audio, getting us to believe in a product enough to offer it for sale is not an easy task for the Manufacturers. The equipment goes through long hard listening tests, if it passes those, then it goes to technical. If it gets through technical, and we're satisfied it's built well built/designed, then we abuse it. We'll put it in a road case and toss it around, just like a shipping company or IATSE stagehand might do...if it gets through all that, then we feel good about offering the double warranty. Once we believe in a product, we stand behind it to the point of doubling the manufacturers' warranty. Regular maintenance and bonehead moves (like plugging a 110v unit into a 220v outlet... or running 48 volt phantom into the output of a non transformer output unit... the usual collections of bonehead moves) are not included... just parts and labor if it fails. Keep your original sales receipt in a cool dry place in case you require warranty service. We test pretty much everything before it leaves the building, there are some products that we have found the need to "burn in" for some extra hours to insure their stability before we ship them. There are some things that don't go through this testing/burn in process, there are others that do (we don't bother to do this with RNC's...out of 2000+ units sold, we've only had a handful come back with a problem). Chances are pretty good that you're not going to get a 'factory sealed box' from us due to our added level of testing and quality assurance, also because we verify and track every serial number. So, when you receive your item and see that it's been opened...that's why. Back to Top No Haggle Pricing... We're a web store. The price on the website is the price for the item. There's no "call for price" hassles...you're not going to "talk anyone down" by calling the shop and breaking balls... so don't bother trying to call for "the best fabulous low price". Nobody here owns a plaid sport coat, nor do we have any idea how to sell used cars. If you have a question about a product, feel free to call. If you have a question about what a product may do, an application for a product, a suggestion for a technique... call. We're definitely all about those kinds of questions. Unlike a lot of shops that "advertise" on the internet, we don't think of this website as an advertising vehicle. This website is our shop. We're not putting a ridiculous price on the website so you can call, engage a "salesman" in conversation and then have them give you the "real" price. That's way too much of a hassle for everyone involved. Our gig is to provide quality tools and superior service at reasonable prices, we like to think we do our gig well. We just think that it's easier for everyone involved if everything is up front. If you're doing the savvy price shopping thing... knock yourself out. These are our regular everyday prices, please feel free to shop around... you'll probably find better prices somewhere (better support, better service; no... better prices; probably) If you're interested in quality equipment, serious backup and service at a reasonable price... here we are. This website is just another store location... you can't do better by calling the grocery store's main office, same thing with our joint. Nobody here cares how famous you are, which rock star you stood next to in an elevator, nor who your Aunt did coke with at a Grateful Dead show... it's not buying you any additional discount here. By the same token... if you're looking for a package of equipment, please feel free to call or email for "a package price". In the coming months we're going to try to get some kind of standard "packages" of gear assembled and posted on the site... but many folk are looking for a specific package of gear. If you're one of them, of course we'll shave a few points if you're picking up a bunch of stuff as opposed to an item or two. Back to Top Some things cannot be returned: Here is very short list of products that cannot be returned;
If you have even the smallest doubt about your purchase, best to email us with your questions so you get the right product the first time... Back to Top Your Privacy: All We Sell is Gear: Rest assured, we don't sell names. We don't sell lists, addresses, phone numbers, etc. We're not some 'marketing name acquisition' department. The only way anyone can get access to our client's information is over our cold dead bodies. We also will *never* send you spam by e-mail, fax you garbage you didn't want, call you unless you've asked us to call, nor mail you anything you didn't ask us to mail. There is not a single member of our staff that doesn't feel that those kind of "marketing tactics" aren't an invasion of privacy, we don't want it to happen to us, there is no way we're going to be responsible for it happening to you. Back to Top Credit Card Stuff: At Mercenary®, we use SSL (Secure Socket Layer, not the consoles) security to encrypt your personal information as well as your credit card information. For added security, we do not store credit card numbers on our servers. You will have to enter the number each time you purchase something. We think that's better than having your Credit Card or personal information stolen. You may have already heard this... but we'll mention it again for those that may be uncomfortable sending this information over the internet...The internet is actually a safer way of doing business with your credit card than what you probably do everyday with your card, such as giving your credit card to a waiter/waitress, or giving it out over a cell phone. You will hear more and more companies backing the safety of the Internet for transacting credit card business. How do you think those "pay at the pump" gas stations work...they read the mag stripe on your credit card, then send it over the internet...unless somebody physically steals your card, it's a secure transaction...same here. Back to Top Shipping stuff: We can only ship your order to the address to which the credit card was issued. In addition, you will have to sign for your package. In these days of heavy Credit Card fraud, while this may be a bit of a pain in the butt, again, in your best interest for security. All items will be shipped "Adult Signature Required" unless specified in writing that you do not require the item to be signed for upon receipt. We ship *all* packages insured for the full, retail value of the order. We also have quite possibly the most expert professional audio equipment shipping manager in the business. Every order is carefully packed in a shipping box or padded envelope and not shipped in its box unless it's something really, really big (likes speakers or consoles). We've priced out most of the regions of the world for international shipping... but not all. If you're in an area that is close to one of the areas outlined in the shipping table, you will get a good idea of what your shipping bill will be. For the most part we have it covered, but there are a few exceptions. These are all processed by hand, and sometimes a correction or two will need to be made... for instance, we have a "shipping table" on the site for Australia... close to New Zealand for sure, but there are slightly higher shipping rates to New Zealand. If you email ahead for a shipping quote [include your address and postal code for a really exact quote] you will be given the shipping quote for the item you're talking about, usually within 24 hrs. of making the inquiry. These shipping tables are pretty time consuming to assemble and we're a really small shop so while we're trying our level best to get every square inch of the planet into the shipping tables... we haven't yet so it's really best to check. Sorry for any inconvenience this may cause, we're working to have it sorted out as quickly as possible. MERCENARY AUDIO 2006 Shipping Rates For questions about Shipping Rates, please email us. Back to Top Taxes: Massachusetts residents will be hit 5%...still a bargain compared to NYC. Back to Top International Orders: Mercenary Audio welcomes international customers to browse and shop on-line with certain limitations and restrictions. Mercenary Audio will not collect any import taxes and or duties that your government might impose on products shipped from the United States. Please verify (in advance) what these duties might entail and make the appropriate arrangements with your local government. We pretty much only use FedEx for International shipments [and sometimes UPS depending on our prior experience with service in the country to which we're shipping], if you have a different preference of cargo company, just let us know and we'll price it out for you. Also, please realize that equipment purchased from Mercenary Audio carries a US warranty... and while we double them, you will be responsible for getting the hardware back to the US for repair, and very possibly back to your country after repair. There are times when we may know a reputable repair shop in your area that can cover the problem, but if we don't, the unit will have to be shipped back to the US. No matter where you live, Mercenary Audio will always answer your gear questions, however if you live in France and are interested in AEA, D.W. Fearn, Empircal Labs, GML, Thermionic Culture or Manley Labs product please contact: Jean-Baptiste Lierre of "Juke Box" Tel. +33 (0) 6 03 82 04 56 or by email jb@jukeboxltd.com Back to Top Questions and Answers: Just because you can get stuff from the website doesn't mean that nobody is home. Feel free to give us a call at +1 508 543 0069, or send a fax (+1 508 543 9670) or an e-mail. Our hours are Monday through Friday, 10am - 6pm EST/EDT. We usually have someone checking email on the weekends and holidays. Dropping by is cool too...call for directions and an 'appointment' before you drop in. We have cocktail hour Fridays starting around 4:30pm...if you're in the neighborhood, feel free to drop by for a beer (call first, we hate surprises). Who do I contact for... Equipment use/application/operation questions like, "How do you set this thing up for a vocal, or I'm having trouble recording great guitar sounds, or I'm not sure if "X" will serve my needs better than "Y" in this application...a little advice por favor..." should be e-mailed to: questions@mercenary.com Digital Audio questions like, "Why won't this mutha#!^$* talk to this mutha#!^$*@ piece of shit?" should be e-mailed to: Adam. Adam is under 30... he understands this digital stuff. We have a couple other people who understand it too... but Adam is really the "go to guy" at least for the first round of questions vis a vis digital connectivity issues. Analog audio questions like, "Why does this thing buzz in my system; or why does this have no bottom in my system?" can be e-mailed to: logquestions@mercenary.com or even questions@mercenary.com. Web order status questions like, "Can I get the tracking number on my shipment?" should be e-mailed to: Austin. Other questions like, "How much do you think it will cost to ship a ____ to ____ ? or will you take credit cards from Indonesia, etc." should go to logistics@mercenary.com Contact by means of the traditional routes still apply: Phone: 508-543-0069 Fax: 508-543-9670 Mail: Mercenary Industries, Inc., 131 Morse St., Foxboro, MA 02035 Original, v1.0 Store Design by: 
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