General Questions

I am not getting "https:" when I access your website, is it secure?

Yes, our website is secure. We take the security and privacy of our customer's personal information very seriously. Because our website is in frames format you do not get the lock symbol or "https:" on your internet browser. If you go to our checkout page and right click anywhere - then choose "Properties" you will see that we are using a high level of encryption for the exchange of personal data.

I'm 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 email us at info@tubesandmore.com and we will help you. Occasionally there are items we have that we do not list on our website.

I forgot my password, how can I retrieve it?

If you forget your password, please visit the login page and click on the link that reads "Forgot your password?". Your password will then be e-mailed to you.

Why are there two charges on my credit card?

When you place your order we do a preauthorization on your credit card to make sure there are funds available (the amount includes the cost of the parts and an estimate of the shipping). The preauthorization funds are released when we do 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 your bank directly.

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

You will see "Open Credit" in the Purchase Order Number box at the upper left section of your invoice.

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

You must call us at 480-820-5411 to change your password. You will be required to answer some questions to insure proper identification.

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

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

Is your company affiliated with Korg?

Our company is not directly affiliated with Korg. We do stock a variety of Korg parts and we also handle Korg special order items. 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 Korg part number of the item you need. You can then call us back to place the order.

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 it with its own part number. If you require a specific brand, we charge $1.00 per tube for brand selection.

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

For an additional $1.00 per vacuum tube you can order specific brands of tubes. Please list any brand preferences in the "add a note for this item?" field underneath the tube in your shopping cart. If we cannot fulfill this request we will let you know.

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 info@tubesandmore.com

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. The first two tolex or grill cloth samples are free. Additional samples cost $1.00 each. For $9.95, you can order either a packet of the tolex samples (our part number S-GSG2) or a packet of all the grill cloth samples (part number S-GSG1).

Do you have a minimum order?

We do not have a minimum order amount.

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 and consider it complete after you click on the submit button. Due to the large volume of orders we receive and our fast processing time, it is not always possible to add on to an order. If you have any questions or concerns about your order you can call us at 480-820-5411 or e-mail us at custservice@tubesandmore.com.

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 e-mail got blocked due to your internet service provider misidentifying it as spam. Please check any bulk or spam folders that you may have on your e-mail account. If you still do not see it please send an e-mail to custservice@tubesandmore.com.

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.

How do you match your power tubes?

We match power tubes based on plate current and transconductance and consider them matched if they are within 2%. We charge an additional $1.25 per tube to match them.

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.

Do you accept Paypal?

We do not accept Paypal for payment of orders. In our past experience we have had problems with Paypal refusing to refund money to our customers. In an effort to protect our customer base, we currently only use methods of payment which we can ensure are fair and balanced.

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 within 10 days for exchange or credit, providing the item is in resalable 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 manufacturers' specified ratings. All used tubes are guaranteed to meet minimum industry standards for used tubes and are guaranteed for thirty 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 manufacturers’ specified ratings. Please check all linear/sweep tubes upon receipt. If there is a problem, please notify us immediately. After contacting us, we will take the tube back for evaluation by our technician. We will notify you with a decision about 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 merchandise for exchange or credit, e-mail custservice@tubesandmore.com 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 within 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.

Shipping Related Questions

Why doesn't your site tell me what the shipping is going to be when I place the order?

We charge whatever the actual cost is to ship your order per whatever service you choose to have it sent by. Therefore we do not know what the total is until your order is boxed up and weighed.

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 2:30 p.m. MST, 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 3:30 p.m. MST.

Do you offer anything faster then 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).

Can you ship COD?

We can ship COD only by UPS and to a domestic address. We cannot ship COD to a post office box. You must pay with a cashier's check or money order.

Can I have my package sent to my work?

Absolutely. Upon check out please enter in the complete shipping address in the "ship to" fields. Please make sure you include all the information necessary to ensure that it will get to you at your workplace. Please be sure your billing address is correct in the "Billing Information" section on credit card orders.

Do you ship to Canada?

Yes; we ship to Canada primarily via International First Class Mail (USPS).

Can you ship internationally?

We can ship internationally. To keep your shipping costs to a minimum we use the United States Postal Service for most of our international shipments. Please visit UPS Postage Calculator to get an idea of how much your shipping will be. If you would like your package sent internationally via UPS please indicate so in "Special Instructions" at the end of the checkout page.

Can you provide a lower value invoice 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.