Frequently asked questions
IS MY DESIRED PRODUCT IN STOCK?
If the product mentions 'available', it probably is. If a delivery time of one or more working days is mentioned, then it is very likely that the product is not in stock in Haarlem. However, it could be in an external warehouse (elsewhere), but we will have to check at your request. Do you want to make sure you will not visit us in vain? To make sure, inquire whether the desired product is indeed waiting for collection in Haarlem.
WHAT ARE YOUR BUSINESS HOURS?
We are open from Monday to Saturday. On weekdays from 9:00 am to 05:30 pm and on Saturdays from 10 am to 17 pm. During these times, you are always welcome to visit our showroom. We are closed only on official Dutch public holidays
CAN I ALSO VISIT YOU? DO YOU HAVE A SHOP?
Sure! You are always welcome in our store during our business hours. We work from a shop premises in the center of Haarlem. Easily accessible by all means. We have a showroom where you can try out many – though not all - popular products from our range. Do you want to know if you can try out your intended product? We are glad to tell you.
CAN I RETURN OR CANCEL MY ONLINE ORDER?
Yes, you can. In order to withdraw your order, please visit our Right of withdrawal page. For general returns, please visit this page.
MY TRAKTOR / VIRTUAL DJ / OTHER SOFTWARE DOES NOT WORK! WHAT NOW?
Probably, the settings are not installed properly or the driver is not installed correctly. We provide a document in which the most common problems are described. You can ask us for this document through the contact form. If it still is not working? We will gladly help you solve your problem in our shop. Please use the contact form to make an appointment with us, so we can take the time to help you out.
DO I HAVE TO PAY A SHIPPING FEE IF I ORDER SOMETHING?
No, usually you do not! We pay the shipping fee for orders from € 75 onwards. Above this amount, you do not pay a shipping fee. For small orders (up to € 75) we ask for a contribution towards the postage of € 6.95. This is regardless of the weight and volume of the shipment.
DO YOU GIVE A LOWEST PRICE GUARANTEE?
In principle we do. There will always be obscure shifty businesses that sell stolen or illegally imported equipment at predatory prices, but compared to the normal Dutch official dealers of a particular brand, we offer the best price in general. If not, we will often immediately adjust our price for you. Do ask for the applying conditions though.
MY EQUIPMENT IS DEFECTIVE! WHAT NOW?
That's very annoying! Have you purchased the equipment from us? Then we will do our best to help you get a functioning product again as soon as possible. Fill out the return form and make a copy of your purchase invoice. If you can pack the product as it originally was, so preferably in the original package and do not forget to include the accessories. Send the product together with the return form and a copy invoice to: Tone Control retouren, Tempeliersstraat 71, 2012 EC Haarlem, the Netherlands. Please note: shipping to us is done at your cost and risk. We will handle the return as soon as possible and take appropriate action. If the defect is under warranty? Then any repairs or replacements are free of charge. Returning the equipment back to you will cost you nothing. In other cases, we will contact you for consultation! As an additional service, in most cases, we offer you a loaner device while you wait for the repair. If you want to use this service, you can indicate it on the return form.
WHAT IS THE STATUS OF MY ORDER?
If your order of in-stock products is received by us before 5 pm, and you have paid online or ordered through COD, then in principle it is shipped the same day through TNT, GLS or UPS. If you order and pay in advance by bank transfer, the order will normally be sent on the day your payment is credited (for in-stock products). Orders placed after 5 pm will in principle be processed the next business day. An indication of the delivery time of products that are not in stock can be found on the product page. With in advance payments you must, depending on your bank, add about one working day. Sunday is the only day that we do not work. On Saturdays we do, but unfortunately we can not send orders on Saturdays. If we expect a delay in your order, we will contact you and give you the opportunity to continue the order or cancel it. If tracking information is available, you will receive it by email on the day of shipment. You can track the status of the shipment via the link listed in the email.
CAN YOU MAKE ME A SPECIAL OFFER?
You could say we have already done that on our website; also check out the question about the lowest price guarantee. Do you have reason to believe that the price should be EVEN lower, for example because of a price elsewhere or the size of your order? Please let us know through the contact form and we will do our best for you!
I WANT TO BUY A DJ SET. WILL IT INCLUDE ALL I NEED?
If in doubt, please ask us. Common misconceptions are:
-Speakers generally do not come with speaker cables / audio cables. Are you buying a set of two players and a mixer, or are you buying a controller for instance, and you want it with powered speakers (with built-in amplifier)? Then you will also need an RCA cable / jack cable / XLR cable per speaker.
- If you (temporarily) want to use computer speakers that are connected to the power supply, then that is generally possible, but you will have to use an adapter, such as the HQSA-013.
- Turntables are often delivered without a cartridge
- Do not forget the headphones! A DJ without a pair of headphones is like an online shop without internet.
HOW CAN I PAY YOU?
You can pay us in many different ways:
When shipping your order:
1. iDeal *
2. Credit card: MasterCard or Visa (only for the Netherlands and Belgium)
3. In advance payment by bank
4. Bancontact/Mister cash
5. Maestro
6. ING Homepay, KBC Online or CBC Online
7. PayPal
When picking up your order in Haarlem:
1. PIN (preferred). Consider the daily limit that applies to many banks.
2. Cash
3. Credit card (MasterCard or VISA)
4. On site via iDeal *
* More information about iDeal here.
WHAT ABOUT YOUR WARRANTY?
The normal factory warranty applies to all products we sell, in most cases for two years. We do our utmost to help you in case of unexpected defects as good and as quickly as possible. If a product is defective, you can return it or bring it back to our store. At our expense, we will forward the product to the manufacturer and send the repaired or new product to you, also at our expense. Please read the general conditions for the warranty provisions and the question about the exact return procedure.
DO I GET AN INVOICE FOR MY ORDER?
Naturally you get a VAT itemized invoice with your order. If you order on-line and fill in your name and address, these will automatically appear on the invoice. You also have the option to indicate a separate shipping address and billing address.
HOW WILL I RECEIVE MY ORDER?
When you place an order, there are several options you can choose from. You can specify whether you want to collect your order in Haarlem or whether you want it sent to you (after payment or cash on delivery). Collecting from our shop in Haarlem is possible during our business hours. If you choose for shipment, we will send your order via TNT, UPS or GLS. If trace data are available, you will receive them through email.
CAN I ALSO ORDER APPLIANCES THAT ARE NOT ON THE WEBSITE?
Usually, appliances that are not on our website can still be ordered at the best price. Do not hesitate to ask for information about whatever pro audio equipment by filling in the contact form or by calling and we will let you know as soon as possible if we can supply the equipment and at what price.
ARE PRICES IN THIS WEBSITE INCLUDING OR EXCLUDING VAT?
All prices on our website are inclusive of VAT. The price you see is the price you pay (except for the shipping costs that may be applicable). We really have competitive prices ...
I WANT TO EXPORT BOUGHT PRODUCTS TO A COUNTRY OUTSIDE OF THE EUROPEAN UNION AND I WANT TO RECLAIM THE PAID VAT, IS THIS POSSIBLE?
Yes, this is possible under certain conditions. When the product is bought we need to be provided with a valid copy of your identification card (which states you live outside of the European Union) and we will note your passport number on the receipt. Also you are obliged to have the original receipt stamped for export at the Dutch customs within 3 months after purchase. The full terms can be read on the website of the Dutch tax authorities.
I LIVE OUTSIDE OF THE NETHERLANDS, BUT WITHIN THE EU. CAN I BUY WITHOUT VAT?
Yes, under certain conditions you can. If you live within the EU and you have a valid VAT number, you do not have to pay VAT in the Netherlands. Simply fill in your VAT number in the order form. Note that this VAT ID must match the billing and shipping address. We will verify this information and if correct we will ship the order immediately!
Note: we have to prove that the order has left the Netherlands. Therefore, this method is only valid when the order is shipped.
I WISH TO FILE A COMPLAINT. WHAT TO DO?
Please use the Contact Form to file a complaint. We will reply to the complaint within 14 days.