FAQ
OUR BRANDS
Frequently Asked Questions – FAQ
Pre-orders and Availability
An item is currently out of stock. Do you know when it will be available again?
If the expected delivery date isn’t listed on the product page, we don’t know either. Uncertain delivery dates can happen for all sorts of reasons—like production delays. As soon as we get a delivery date from the manufacturer, we’ll update the product page.
Why should I pre-order?
We believe pre-orders are the fairest way to secure a new or limited-edition item. We process pre-orders in the order they’re received, so the first people to order get the product first.
What if some items in my order aren’t available yet? Should I still complete the purchase?
Yes, we recommend doing so. If you don’t pre-order the items you want, by the time one item becomes available, another might already be sold out again.
Payments and Payment Processing
What payment options do you offer?
You can pay in our online store via bank transfer, debit card, credit card (American Express, Visa, Mastercard), or PayPal. If you’d like to pick up your order in-store, you can also pay in cash or by card at the store.
Do you offer financing options?
If you choose PayPal as your payment method during checkout, PayPal may offer you an installment plan. We don’t control this—it’s up to PayPal.
If I select credit card as my payment method, do I have to pay immediately?
We only charge your credit card for the price of the available items in your order.
If I choose bank transfer as my payment method, do I have to pay right away?
Not at all! Please wait until we send you an invoice for the full order or a partial invoice for the items we can ship immediately—if your order qualifies for partial shipment.
My bank account was debited for my order, but not all (or any) items have shipped yet. Is this normal?
Yes! Many banks show authorizations as full debits, but the money hasn’t actually been transferred to our account yet.
How long does a credit card authorization last, and what happens if it expires?
This depends on your bank. Most authorizations expire after about a month, but some last for several months. Once the authorization expires, the pending amount will be automatically released back to your account.
I noticed that the credit card authorization for my order has expired. Does this mean my order is now invalid?
No, the automatic expiration of the authorization doesn’t affect your order status.
If an item becomes available after the reservation on my card has expired, can you still charge me?
No, we can’t charge a credit card if the authorization has expired. In this case, we’ll send you an invoice for bank transfer payment. If you’d prefer to pay by credit card, please place a new order online and let us know it should replace your expired order.
Shipping and Package Tracking
Where do you ship to?
We ship worldwide! If your country isn’t listed on our shipping costs page, just send us your order request, and we’ll get back to you with the estimated shipping costs as soon as possible.
Can my order be shipped in multiple shipments?
We automatically check if a partial shipment is possible for available items. Not all orders qualify—it depends on item availability, the total order amount, and the destination country.
Can I change the shipping method for my order during checkout?
Shipping options vary by country. We’ll need to check your shipping address first to see if a change is possible. If you’d like to switch carriers, please contact us before placing your order or leave a comment during checkout. If it’s feasible, we’ll update the shipping method for you.
Can I change the delivery address or delivery date for my order?
Yes! You can update the delivery address in your customer account in our webshop as long as the order hasn’t shipped yet. If you need help, just send us an email or give us a call. You can find our contact form here.
Will you send me the tracking number for my order?
Every package can be tracked online. The shipping carrier will send you a tracking link as soon as your package is picked up from us. If you haven’t received the link two days after your paid invoice arrives (via email), feel free to ask us. If your package goes through customs, delays in receiving the tracking number are possible.
I haven’t heard anything about my order in a long time. Should I be worried?
Every order is processed in the order it was received and based on item availability. We’ll reach out if there’s any progress during the order process. Sometimes this takes a little longer, especially during high order volumes or when individual products are delayed. If you’re unsure whether everything is okay with your order, you can check its status via email or phone. Our contact form is here.
VAT (for EU customers)
Why do prices differ between the product page and the shopping cart?
We don’t automatically detect your location via IP address. To calculate the final price based on your current location, please log in or select the correct destination country in the shopping cart. If you live in the EU, the corresponding VAT for your country will be added to the net price. If you’re outside the EU, only net prices will be displayed.
Can I order without VAT because I’m buying on behalf of a company?
Yes! Set up your account as a business under “Addresses” and enter your EU VAT number. Your future orders will then be VAT-exempt.
For Customers Outside the EU
Do you ship to countries not listed on your website?
If your country isn’t listed on our shipping costs page, just send us an order request. Our contact form is here. We’ll get back to you with the estimated shipping costs as soon as possible.
I ordered from outside the EU. Does my order go through customs?
Yes, if the total value of your order exceeds €1,000. This usually takes 2–4 business days. Import VAT and customs fees will be due when the order is accepted.
Do I have to pay VAT if I order from outside the EU?
No, we don’t charge German VAT if you’re ordering from outside the EU. However, your country’s customs authorities may apply local taxes, duties, or import fees. These are your responsibility and are collected by the customs authorities in your country.
What can I do if I run into high customs or import fees?
High duties depend on your country’s regulations. Here are a few tips:
- Research ahead of time: Check with your country’s customs office to understand the applicable fees and regulations.
- Check shipping terms: We ship “Delivered At Place” (DAP), meaning you’re responsible for import fees in your country.
- Invoice and value: We declare the actual value of your order on the invoice. Falsely declaring the value can lead to customs issues.
- Contact us: If you have questions about your order or shipping costs, feel free to reach out—we’re happy to help as much as we can!
Warranty
How long does the warranty last on devices I buy from SchneidersLaden, and what do I do if my device breaks after the warranty expires?
We offer a two-year warranty on all devices sold by SchneidersLaden. In many cases, we can still help even after the warranty period if the equipment has issues. If your repair request isn’t covered by the warranty or the device wasn’t purchased from us, send us an email with a description of the issue so we can assist properly. You can find the repair request form here.
Returns and Cancellations
When and how can I cancel my order?
You can cancel all or part of your order for free if it hasn’t been picked yet for shipment. Just send us an email or give us a call. Our contact form is here.
I canceled items I ordered with a credit card. Do I have to wait for the authorization to expire before I get my money back?
Since we can’t cancel pending authorizations on your credit card ourselves, we recommend contacting your bank to speed up the process.
I received an item but I’m not happy with it. Can I return it?
For all items shipped to the European Union, you have a 30-day right of return without giving a reason (the legal minimum is 14 days). Please fill out the cancellation form and follow the instructions: Cancellation Form.
If you live outside the EU (e.g., Switzerland, Norway, or the UK) or have had the item for longer, send us an email, and we’ll do our best to help. Our contact form is here.
Repairs
I received a defective device. What can I do?
Please email us immediately with a detailed description of the issue. You can find the repair request form here. Sometimes we can diagnose the problem remotely and let you know how to fix it. If needed, we’ll send you a return label or a replacement device.
I have an older device or one I didn’t buy from SchneidersLaden that’s broken. Can you still repair it?
If the device wasn’t purchased from us, send us an email with a description of the issue so we can assess whether we can fix it in our workshop. You can find the repair request form and more info here.
Contact
How’s the best way to reach you?
No matter where you are, we’re here for you! Send us an email at info@schneidersladen.de or give us a call (we speak German, English, Italian, and French)—our phone numbers are at the bottom of this page. We’d love to hear from you!
Are you active on social media? Can I message you on Instagram?
We prefer answering questions over the phone or by email, but you can also find and follow us on Instagram. We share product updates, event news, workshops, and new releases there.
Check out our YouTube channel for tons of workshop recordings, product demos, and more. Take a look here.
Store
What kind of products do you sell? Just modular synthesizers?
Our focus is on analog and digital synthesizers—with or without keyboards—modular systems, effects, and everything you need to produce electronic music.
Where is the store, and what are your opening hours?
You can find SchneidersLaden in Berlin-Neukölln at Karl-Marx-Straße 186. Our workshop is nearby at Ganghoferstraße 1. Both addresses and opening hours are listed at the bottom of this page.
Do you host events?
Yes! We regularly host events like Modular Synthesizer Beginner Workshops, manufacturer workshops, and concerts—usually on Thursday evenings. Check out our Events page or Instagram for updates.
Can I try out gear in the store?
Absolutely—and that’s exactly why we have a physical store in Berlin! The best way to decide what you like is to try it out. Many of our products are on display for you to test. If something isn’t on display, we can usually set it up for you to try—just bring some time and understand that it’s not always possible due to availability or high customer traffic.
I’m new to synthesizers. Can I just drop by and ask questions?
Of course! Come on by and we’ll help you figure things out. We’re always happy to answer your questions. You can also join one of our workshops for a deeper dive.