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...
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.
Some things cannot be returned: Here is very short list of products that cannot be returned;
For things that can be returned, we've had to clamp down on our return policy a bit, because some people were abusing it, ruining it for the rest of you folks who honestly just want to check things out, and don't try to use us as a free rental service.
Products can only be returned for refund within 10 days. Beyond 10 days, products can only be returned for store credit, minus a 15% restocking fee. Beyond 10 days, it's yours.
Any products returned scratched, missing documentation, missing packaging, or with damaged packaging are subject to a 20% restocking fee.
Special order/custom items are not returnable. Period. Within 10 days, they can only be returned for store credit, minus a 20% restocking fee. Certain manufacturers are always considered "special order;" sometimes it's particular products or versions of products. We'll let you know if something you want is a "special order."
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...
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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. You'll be responsible for shipping the gear to the manufacturer or service center, but standard parts and labor are on us. 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.
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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.
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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.
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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. 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).
For questions about Shipping Rates, please email us.
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Taxes: Massachusetts residents will be hit 6.25%...still a bargain compared to NYC.
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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 email@example.com
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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: firstname.lastname@example.org
Web order status questions like, "Can I get the tracking number on my shipment?" or "How long is such-and-such backordered?" should be e-mailed to: Dan.
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 email@example.com
Contact by means of the traditional routes still apply:
Mail: Mercenary Audio
131 Morse St., Foxboro, MA 02035
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