You are here

FAQ

The getter flash on my tube looks unusual. Does that mean it’s bad?

If the getter flash has a milky white color, then it means air has leaked in and the tube is bad. Other discolorations are usually just due to differing speeds and temperatures at which the flashing was done and do not mean the tube is bad.

My tube has an unusual glow. Does that mean it’s bad?

A blue glow on the surface of the glass, mica, or metal is fine. A blue or violet cloud within the tube structure is bad.

An orange glow from the filament or cathode in the middle of the tube is normal and can vary from very bright to very dim depending on how it is covered from view by the surrounding structures. A red or orange glow on the surface of the plate is bad and is referred to as “red-plating.” This is caused by setting the bias of the tube too hot.

What methods of payment do you accept?

We accept Visa, Mastercard, Discover and American Express as well as PayPal.

The manufacturer of a particular item is not listed, how do I find out who makes it?

Unless we have identified the product by brand, per company policy we consider our supplier information proprietary and we do not release it.

Do you do drop shipments?

We can drop ship your order directly to your customer upon request. A service charge of 10% of the order total ($5.00 minimum) will apply. Please note that this fee applies to each individual drop shipment that you place.

Can you provide a lower value or write "gift" so that I won't have to pay as much in customs fees or value-added tax in my country?

Due to regulations, we are required to include a fully-valued commercial invoice on all packages leaving the United States.

Can you ship internationally?

Absolutely! To keep your shipping costs to a minimum we use the United States Postal Service for international shipments. When you checkout you'll see available shipping methods and costs.

Do you ship to Canada?

Yes, we ship to Canada primarily via International First Class and Priority Mail (USPS). We do not recommend UPS Standard, as the brokerage fees are quite expensive. We do, however, provide it as an option.

Can you ship COD?

We do not currently offer COD.

Do you offer anything faster than UPS ground?

We do offer UPS 3-Day, 2-Day, and Next Day Air. These express services can be quite expensive; and larger packages are charged based on dimensional weight. If you do choose to have your order shipped using one of these services, please make sure you include your best available contact information (you can use the special instructions section at the end of the order).

Once I submit an order, how long does it take to be processed and shipped?

We process and ship our orders Monday through Friday. Generally, if we receive a web order before 2:30pm Arizona time, we are able to process and ship it out that day.
If you call in your order, we can usually get it out the same day if you call before 3:30pm Arizona time.

What is your return policy? What is your warranty?

All items in our catalog are guaranteed to meet your satisfaction or they may be returned withing 10 days for exchange or credit, providing the item is in resellable condition. Any items that have leads cut, evidence of soldering or other signs of installation and/or use cannot be returned unless the product is defective

Please note, opened software and cut-to-order items such as grill cloth, tolex, piping and wire cannot be returned. Defective software is returnable for exchange only.

Please check and/or test your purchases upon receipt, even if the items are a back up set for future use and notify us of any problems within the warranty period.

All new tubes (except horizontal amplifier tubes, also known as "linear" or "sweep" tubes) are guaranteed to meet manufacturers specifications for 90 days, except for breakage or when damaged by operation outside manufacturer's specified ratings. All used tubes are guaranteed to meet minimum industry standards for used tubes and are guaranteed for 30 days. The same exceptions and conditions as noted above for new tubes apply to used tubes.

Linear/sweep tubes are guaranteed for 10 days except for breakage or damage caused by operation outside the tube manufacturer's specified ratings. Please check all linear/sweep tubes upon receitp. If there is a problem, please notify us immediately. After contacting us, we will take the tube back for evaluation by our technicians. We will notify you with a decision about our replacement or credit after the evaluation. If the linear/sweep tubes are out of the 10 day warranty period, we will not take them back under any circumstances.

Should it be necessary to return merchandies for exchange or credit, email us or call with a reason for the return. Upon approval, you will be given a Return Authorization number (RA#). No returns should be made without contacting Customer Service for authorization.

All returns should be sent promptly; we must receive all returns withing 30 days or the RA number will become invalid. The RA number must be placed on the outside of the package being returned in order to assure that your return is handled in a timely manner.

We reserve the right to charge a restocking fee when no evidence of product failure exists if merchandise is returned after the 10-day period.

Dealers and Resellers: we suggest you test all tubes and any type of electrical product upon receipt, as our warranty does not extend beyond you and ends when you resell the item.

Do you accept Paypal?

Yes! We do accept Paypal.

Can you match new-old-stock vacuum tubes?

We can match new-old-stock vacuum tubes if we have ample supply. If you request matching and we are unable to do so, we will contact you.

How do you match your power tubes?

We match current production power tubes based on plate current and transconductance and consider them matched if they are within 2% of one another. We charge an additional $1.25 per tube for matching.

Due to the difficulty of finding NOS tubes that match brand and ratings, NOS tube matching is $2.50 per tube. They are matched for transconductance and, if possible, we also match them for plate current.

Do you match tubes like the 12AX7?

We do not match dual triodes or other such preamp tubes, nor do we test for microphonics. We can match power tubes. If requested, there is a per-tube fee for matching.

I placed an order on your website, but did not receive a confirmation e-mail. How can I make sure that my order went through?

It is possible that your confirmation email was blocked due to your service provider misidentifying the email as spam. Please check any bulk or spam folders you have on your email account. Additionally, you can check the status of your orders from your account page.

I just placed an order and realized that I forgot something. Is it possible to add something to an order after it has been placed?

Please be conscientious about putting together your order. You should consider your order complete after you click the submit button at checkout. Due to the large volume of orders we receive and our extremely fast processing time, it is not always possible to add items to an order. If you have any questions or concerns, you can call us at 480.820.5411, or Contact us by email.

Do you have a minimum order?

We do not have a minimum order amount. However, we do have a minimum shipping charge of $3.95.

I am interested in some of your tolex and grill cloth, but I can't tell from the pictures if these are the ones that I want. Can you send me a sample?

It is very difficult to accurately reproduce tolex and grill cloth colors and patterns electronically. If you would like a small sample to evaluate before you order, they are available. Tolex or grill cloth samples cost $1.00 each. Additionally, you can order an entire packet of the tolex samples (our part number S-GSG2) or a packet of all the grill cloth samples (part number S-GSG1).

Where do you find your new-old-stock vacuum tubes?

We are constantly searching for new-old-stock vacuum tubes, and they come from a variety of surplus sources. One of our sources is our customers. If you have vacuum tubes that you would like to sell us, please request a bid list from our contact page

Can I request specific brands of new-old-stock vacuum tubes?

For an additional $1.00 per vacuum tube, you can order specific brands of tubes. Please list any brand preferences in the comments section of your order. If we cannot fulfill this request, we will let you know

I am looking at some of your new-old-stock vacuum tubes, but do not see any brands that you have. How do I know what brands are available?

Generally our new-old-stock tubes were made by the major U.S. manufacturers, along with a small number of European manufacturers. If we have a large stock of a particular tube from a single manufacturer, we will designate the tube with its own part number. If you require a specific brand, we charge a fee of $1.00 per tube for selection.

Are you guys Korg?

We are not Korg. We do stock some Korg parts and we handle special order items for them. If you are looking for a specific Korg part and you do not know the Korg part number, please call Korg at 1-800-645-3188 to get the part number of the item you need. You can then call us back to place your order.

I have some technical questions, do you offer technical support?

We do not offer any sort of technical assistance. Please see our tech corner for answers to frequently asked technical questions. We also have a large selection of books that can help to further your knowledge.

I want to change my password, how do I do that?

Once logged in, you can change your password by visiting your account page and choosing to "edit".

How can I tell if my open credit was applied to my order?

You will see "Open Credit" in the purchase order number box in the upper left section of your invoice.

Why are there two charges on my credit card?

When you place your order, we do a preauthorization on your credit card to be certain there are funds available (the amount includes the cost of the parts and a shipping estimate). The preauthorization funds are released when we perform the postauthorization, which is the actual invoice amount (the cost of the goods, the cost to ship your order and any other applicable fees.) Debit cards may take an extra day for the funds to be released. If your preauthorization has not been released, please contact you bank directly.

I forgot my password, how can I retrieve it?

If you forget your password, please visit the Password Recovery Page. You will then receive an email with instructions to change your password.

I am looking for something, but I do not see it on your website. Is everything you have listed on the website?

If there is something you cannot find, please Contact Us and we will assist you. Occasionally there are items we have that we do not list on our website.