Custom Order Terms and Conditions

 

Wait Time

We are currently estimating a 3-5 week lead time to build your order.

Orders including consulting services should expect a 3-5 week build time after the final design has been approved.

Payments

Please allow us 2-3 business days to process your order and issue an invoice. 

Payments can be made via credit card through our secure web server or through PayPal. 

Specifications normally evolve somewhat during the consulting process (if selected). The price difference between the initial and final invoices will be invoiced or refunded after finalizing the details of your order.

Returns

Custom orders are built to your exact personal needs and are therefore nonrefundable once the building process is started.

Cancellations and Refunds

If you wish to cancel this custom order before the building process has started, pedalboard and patchbay payment amounts may be refunded minus the non-refundable consulting cost.

Warranty

Helweg Design pedalboards, cases, patchbays, and cables include a three-year warranty covering parts and workmanship for the original purchaser. We use the highest quality materials available and expect our products to last a lifetime with care. Damage and normal wear-and-tear are not covered and claims are subject to our discretion. If a problem should arise, let us know. We'll see what we can do to help, even outside of warranty.

Order Accuracy

Michael has been designing, building, and setting up pedalboards professionally since 2010. Helweg Design products are still handcrafted by Michael in Lawrence, KS and we take great care to ensure all details of your order are accurate. 

Orders without consulting services are built exactly to the specifications submitted on the order form.

Clients who include consulting services are issued an itemized invoice with detailed pedalboard and patchbay mock-ups. These orders are built to the exact specifications invoiced. We do not take responsibility for discrepancies between the final client-approved invoice and anything otherwise discussed or implied in an email thread, phone call, or picture. Clients are responsible for reviewing the invoice and mock-ups and correcting any errors or omissions before the building process has started. 

We fully cover the cost to correct any discrepancies between the invoice and the final product, including return shipping.

Shipping

Please allow us 2-3 business days to calculate your shipping total.

If you send in pedals, power supplies, or other gear for set-up, insured shipping will be tallied and invoiced after finalizing the details of your order. Ship all equipment to Helweg Design with insurance and a tracking number. We are not responsible for items shipped to us that do not arrive or arrive damaged.

Please avoid shipping your gear in it's original packaging, or packaging you would like returned to you, as return shipping often requires an additional box. If this cannot be avoided, for example when having new items shipped directly to us, shipping costs are applied accordingly to return the packaging.

We gladly combine shipping when adding parts or accessories through the web store.

International Orders

Customs forms are completed accurately and honestly for your protection and ours. We thank you in advance for your understanding.

Because of shipping insurance restrictions, we only offer full set-up services when shipping to US addresses. But it is often possible to insure partial set-up services such as power supplies and patchbays, or new effect units you are sourcing from the US.