Frequently asked questions
Ordering and Shipping
Is the product I want in stock?
If the product says 'in stock', it’s most likely available. If a delivery time of one or more working days is mentioned, we probably don’t have it in stock in Haarlem, but it may be in an external warehouse (elsewhere), and we can check that for you upon request. If you want to avoid coming here in vain, it’s a good idea to contact us to confirm that the product is ready for pickup in Haarlem.
Do I pay shipping costs if I want to place an order?
No, usually not! For orders within the Netherlands/Belgium, we cover the shipping costs for orders over €75. So, you won’t pay shipping costs if your order exceeds that amount. For smaller orders (up to €75), we ask for a shipping contribution of €6.95, regardless of the weight and volume of the shipment. For special deliveries, such as delivery outside the Netherlands/Belgium and/or evening delivery, the shipping costs may vary. If applicable, the costs will be clearly displayed during checkout.
When will I receive my order?
If your order for in-stock products is received by us on a business day before 5:00 PM and you’ve paid online, it will generally be shipped the same day via PostNL. If you pay manually via bank transfer, your order will be processed on the day we receive your payment, usually within 24 hours. Orders placed after 5:00 PM will be processed the next business day. An estimate of the delivery time for out-of-stock products can be found on the product page. Sunday is the only day we don’t work. On Saturdays, we do work, but unfortunately, we cannot ship orders on Saturdays.
If we foresee a delay in your order, we will contact you and give you the option to proceed with or cancel the order. If tracking information is available, you will receive it via email on the day of shipment. Through the link in the email, you can closely follow the status of your shipment.
Upon shipment, you will typically receive your order within:
The Netherlands: 1 business day
Belgium: 1-2 business days
Germany: 2-3 business days
Please note that delays may occur due to busy periods at PostNL, especially around the holidays. If this happens, it will be reflected in the track-and-trace status. In such cases, we kindly ask for your patience, as the vast majority of packages are still delivered shortly thereafter. If you haven’t received your order within five days of shipment, please contact us!
How will I receive my order?
You can choose from various options when placing your order. You can specify whether you want to pick up your order in Haarlem or have it shipped via PostNL. Pickup from our Haarlem store is possible during our opening hours. If you choose shipping, we will send your order via PostNL. If tracking information is available, we will send it to you via email on the shipping day. You can track the status of your shipment using the link provided in the email.
Do you offer a lowest price guarantee?
Not always. There will always be obscure small companies selling stolen or illegally imported equipment at rock-bottom prices, but for normal, official Dutch dealers of a specific brand, we usually offer the best price. If not, we often adjust our price for you, provided the competitor has the product in stock. Be sure to ask for the terms and conditions.
Showroom and Pickup
Can I visit you? Do you have a store?
Yes, absolutely! You are more than welcome to visit our store during our opening hours. We operate from a shop in the center of Haarlem, easily accessible in all possible ways. We have a showroom where you can try out many – but not all – popular products from our range. Want to know if your desired product is available for testing? We’d be happy to let you know.
What are your opening hours?
Our webshop is open 24/7! In addition, our physical store and showroom are open from Monday to Saturday between 10:00 and 17:00. You are always welcome during these hours to visit our showroom. We are closed only on official Dutch public holidays.
Returns and Repairs
Can I cancel or return my online order?
Yes, thanks to the "Distance Selling Act," you have 14 days of cooling-off period when shopping online. You can read all about it on our special page about your right of withdrawal. If your order has not been delivered yet and you wish to cancel it, this is, of course, no problem if you contact us. Any shipping costs incurred by us will be charged. If you buy a product in our store or pick up an online order in the store, the return period is also 14 days, and you can exchange your purchase for an alternative or get the purchase amount back in the form of a gift card (valid for 3 years, redeemable online and in-store). In our showroom, you can test almost every product and we provide you with all the necessary information to decide if a product is the right choice for you. Is your product defective? Please visit our RMA page.
Can I return my purchase if I paid for it in the store?
Yes and no. There are different rules for in-store purchases compared to online purchases, as there is no right of withdrawal under the Distance Selling Act. We do not offer cash refunds for in-store purchases. However, we are happy to assist you. In our showroom, our team is ready to advise you thoroughly in choosing the right product for you. If you later (within 14 days) have second thoughts, we will help you reconsider your choice by helping you find a product from our catalog that better meets your expectations. If we cannot find an alternative, you can receive a refund in the form of a gift card. This is valid for 3 years and can be used both online and in-store. This is only possible if the product is still in new condition, otherwise returns/exchanges are not possible.
My equipment is defective! What should I do now?
We are very sorry to hear that! Did you purchase the equipment from us? If so, we will do our best to get you a properly working product as quickly as possible. Report your return via our RMA page or via your account > My Returns > Request new return shipment. You are also welcome to visit us, and we will assist you in the store and submit the return for you. NOTE: the risk and shipping costs for the return shipment are your responsibility. If the defect is covered under warranty, repair or replacement will be free of charge. We will also send the repaired/replaced item back to you at no cost. In the case of a repair outside of warranty, you will receive a quote. If you do not agree, we may charge investigation fees. As an added service, we often offer a loan device while you wait for the repair. If you wish to take advantage of this service, you can indicate it during the return registration.
My Traktor/Virtual DJ/other software isn't working! What should I do now?
It's likely that there are incorrect settings or the driver wasn't properly installed. We offer a document detailing the most common issues. You can request this document from us via the contact form. If that doesn't resolve the issue, we are happy to help you out in our store. Make an appointment via the contact form so we can take the time to assist you properly.
How does warranty work with you?
All the products we sell come with the standard manufacturer's warranty, typically for 2 years. We do our best to help you as quickly and efficiently as possible with any unforeseen defects. If a product is defective, you can return it to us or send it back. We will forward the product to the manufacturer at our expense and send the repaired or new product back to you at our cost. Please also check our general terms and conditions for warranty information and the return procedure.
Payment
How can I pay at your store?
You can pay with us in many different ways:
For orders with shipping:
1. iDeal
2. Paypal
3. Credit Card: Mastercard or Visa (only for the Netherlands and Belgium)
4. Bank transfer in advance
5. Bancontact/Mister Cash
6. Maestro
7. ING Homepay, KBC Online or CBC Online
8. IN3
For picking up your order in Haarlem:
1. PIN (preferred). Be aware of the daily limit imposed by many banks.
2. Cash
3. Credit Card (Mastercard or Visa)
4. Pay via iDeal on-site
Can you offer me a special price?
We’ve already done that on our website; also see the question about lowest price guarantee. If you believe that the price could be even better, for example because of a price elsewhere or the size of your order, let us know via the contact form, and we will do our best for you!
Will I receive an invoice with my order?
Of course, you will receive a VAT-detailed invoice with your order. If you order online and provide your address details, they will automatically appear on the invoice. You also have the option to specify a separate shipping and billing address.
Are the prices on this website including or excluding VAT?
All prices on our website include VAT. The price you see is the price you pay (except for any applicable shipping costs). We truly offer competitive prices... ;)
I want to export products as a private individual to a non-EU country and reclaim VAT, is that possible?
Yes, it is possible under certain conditions. For example, we need to receive a copy of your identification (showing that you live outside the EU) at the time of delivery, the number of your ID must be on the invoice, and you must have the original invoice stamped by customs for export within 3 months of purchase, then send it to us. Read all the conditions on the Ministry Of Finance website.
I live in another EU country and have an international VAT number, can I buy without VAT?
Yes, this is possible under certain conditions. If you live within the EU and have a valid VAT number, you do not need to pay VAT in the Netherlands. We can then make an intra-community delivery, where the VAT is reversed. It is essential that the address you provide matches the address associated with the VAT number, and that the VAT number is suitable for intra-community acquisitions. NOTE: we must be able to prove that the order has left the Netherlands. Therefore, this method only applies if the order is shipped.
Other
I want to buy a DJ set. Does it come with everything I need?
If you're unsure, ask us! Common misunderstandings include:
- Speakers generally do not come with speaker cables/audio cables. If you buy a pair of players and a mixer, or a controller for example, and want to add active speakers (with a built-in amplifier), you will also need a RCA cable/jack cable/XLR cable per speaker.
- If you want to use your current computer speakers that are plugged into a power supply, that can usually be done, but with an adapter.
- Turntables are often sold without a cartridge and/or dust cover.
- Do not forget your headphones. A DJ without a working pair of headphones is like a webshop without internet.
Can I order equipment that isn't listed on your website?
Yes, absolutely! Usually, equipment not listed on our website can still be ordered at the best price. Don't hesitate to ask for information about any pro audio equipment by filling out the contact form or giving us a call, and we'll let you know as soon as possible whether we can supply the equipment and at what price.
I want to file a complaint, how do I do that?
It’s, of course, unfortunate if you have an issue or complaint about the service you’ve experienced. However, we kindly ask you to submit your complaint via the contact form or by email. Our customer service team will review your complaint and work to resolve it to everyone’s satisfaction. Once we receive your complaint, we will send you a confirmation. We will respond to your complaint within 14 days of receipt. If more time is needed, we will notify you accordingly. If this approach doesn’t meet your expectations, you can always contact the mediation department of Stichting Webshop Keurmerk(Trustmark), of which ToneControl is a member. If the mediation attempt does not lead to a satisfactory solution for any reason, you also have the option to present your dispute to the Disputes Committee (SGC).