General

Where is Polyend based?

We are based in northeast Poland in a regional capital city called Olsztyn (https://tinyurl.com/ybluwoxa).

Where is my package send from?

All instruments purchased thru our web-based store are being sent from our HQ in Poland.

I have a problem, how do I get support?

Please see the polyend.com/help section of our website for customer support.

What are the Polyend warranty terms?

Polyend warrants all its products, to the original owners, to be free of defects in materials or construction for one year from the date of purchase. Proof of purchase is necessary when a warranty claim is processed. Malfunctions resulting from improper power supply voltages, abuse of the product or any other causes determined by Polyend to be the fault of the user won’t get covered by this warranty (standard services rates will be applied). All defective products will be replaced or repaired ...

Is there a return policy?

Yes, there is. If for any reason you'll decide that the device does not work for you, it's possible to return it on your expense within 30 days and get the money back. We're not asking any strange questions.

Is it possible to purchase b-stock units of the Polyend instruments?

Yes, we sometimes have such instruments in stock, yet not listed. If you're interested in b-stock's (returned, opened box, with minor visual flaws or signs of use like the lack of the protective foil) ask for availability of certain instrument and pricing using order@polyend.com (mailto:order@polyend.com) email.

I live in EU country and want to purchase with 0% VAT, is it possible?

Yes, this is possible. You just need to purchase for a company that has an active EU VAT. You can check it here: http://ec.europa.eu/taxation_customs/vies/vieshome.do?locale=en If you enter your VAT number during the purchase process on our website tax will be automatically changed to 0%.

How do I make a feature request?

If possible from the software implementation level, Polyend will fix any firmware related issues considered as bugs. Polyend is always keen on hearing user feedback about possible functionality improvements but is not anyhow obligated to bringing such requests to life. We appreciate all the opinions, a lot, but cannot guarantee or promise their appliance. Use the contact form at polyend.com/help

What are payment methods in your online shop?

Mainly for purchases done on our web store, we're using PayPal, but you can also use your credit card or make a wire transfer to our bank account. Just let us know what do you prefer.

Do I have to pay a customs duty?

Non-EU buyers may be obliged to pay duty and import tax when the package is delivered. Additional charges for customs clearance must be paid by buyer. Customs policies differ from country to country.

How long does the shipment take?

If we have the equipment in our stock, it usually takes 3-7 days depending on your location. We are using UPS which is usually fast and reliable.

My instrument won't sit flat on any surface, it wobbles. What should I do?

This is kinda normal with a full aluminum body (especially when the instruments travel long distances in different temperatures) or wooden (which always works > Seq). Just place it on a flat surface and firmly apply pressure by hand on the corners, it should get all even and fine.

Do I need to pay tax if I order from outside EU?

No, if you're purchasing from outside of EU the price you see includes 0% tax and the shipping cost. It says it includes VAT but in your case, it equals 0%.

Where do I find firmware updates for Polyend instruments?

You'll find all the available downloads here (https://polyend.com/downloads).

My iConnectivity MIDI USB hub is not recognising my Polyend instrument, why?

All the Polyend MIDI class-compliant instruments, besides sending the MIDI data, is also transmitting - CDC (serial) and Raw HID. Seems like for some reason iConnectivity gear cannot filter these, while most of the hubs we're using are doing this without any issues. They are aware of this and maybe one day they'll get kind enough to implement filtering of these messages in their gear. We'll see. Before this happens we consider our instruments as incompatible.

There's a noticeable background noise coming out from my device's audio output port, what's going on?

Make sure there's no so-called earth loop or ground loop physical phenomenon occurring in the case of your rig power and audio connections.

The metal (aluminum) panels in my instrument gives a very small but noticeable electric discharge. Should I be worried about it?

What you've described is a normal phenomenon called leakage current it is connected with the grounding and the electrical installation itself and is something very normal.