Frequently Asked Questions
Support and Information for Fractal Audio Systems Customers
What is the standard processing time for new orders?
Most orders for in-stock items are processed and shipped within 1–2 business days. You will receive a tracking number via email as soon as your package leaves our facility.
Do you offer international shipping?
Yes, we ship to many countries worldwide. Please note that international customers are responsible for all import duties, taxes, and brokerage fees imposed by their local customs office.
What is your return policy for hardware products?
We offer a 15-day return policy on hardware products purchased directly from our store. Items must be in original condition with all packaging and accessories to be eligible for a refund, minus shipping costs.
How do I update the firmware on my Fractal Audio device?
Firmware updates are managed through our free Fractal-Bot utility software. Simply connect your device to your computer via USB and follow the prompts to install the latest performance enhancements.
What kind of warranty is provided with my purchase?
All new Fractal Audio hardware products come with a one-year limited warranty covering defects in materials and workmanship from the date of purchase.
Are software licenses like Cab-Pack or Axe-Edit transferable?
Software licenses and digital downloads are generally non-transferable and are registered to the original purchaser's account.