Syntaur
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Frequently Asked Questions

Parts

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No, but we can special order some things. Send us an email with the part you need and the keyboard it’s used on, and we’ll look into it.
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No, if we knew where to get it, we’d probably have it! Chances are, if we don’t have it, it’s something that is no longer manufactured and can only be pulled from a used keyboard.
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Our website updates in real time, so it will reflect our current inventory. If you need something that shows out of stock, that page will allow you to submit your email to be notified when and if we get more stock.
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In your cart before checkout, you’ll be notified if you are ordering more of an item than we have in stock.
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Send us an email, and we can work on getting a parts page made for it.
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No, there are too many variables to know what’s wrong with a keyboard without opening and testing it. Our customer service folks are not techs, and our techs are already overworked and not available for outside consultations.
Keyboards

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If you are looking for a new keyboard, we are a dealer for Moog, Nord, Waldorf, Korg, Novation, Yamaha, etc. Let us know what you are looking for, and we can give you the best possible deal.

If you are looking for a used or vintage keyboard, our inventory is always changing, so we suggest you check our site regularly.
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Send us an email, and we’ll run it by the boss! We usually buy non-working keyboards for parts, but we sometimes buy working keyboards as well.
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Sorry, we don’t do any consignment sales - but we may be interested in buying your keyboard.
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We can’t. We wouldn’t be comfortable assigning a value to something we can’t see and test ourselves.
Ordering

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We're sorry, but we can no longer add items to an existing order. At any given time, we may have a hundred orders being processed by multiple people, and we are working hard to get those processed quickly. Stopping the process to find a particular order, add items to it, recalculate shipping, and make sure the additional payment is processed is something we just can't do.
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Yes, we use Stripe and Paypal - two of the leaders in online payment processing - to ensure your info stays protected.
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No, it wouldn’t be fair to our other customers, and we are not set up for keeping track of layaway items.
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On certain items, we offer multiple pieces as a set, and this will have its own part listing on the site.
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No, sorry. If you see a coupon code anywhere on the internet for our website, it was not put there by us (and would not be recognized by us).
Shipping

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It depends on what you are ordering, where it is going, and what type of shipping you select. You’ll always be able to see the exact cost for each option in your cart before checkout.
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We don’t have a minimum order, but we do have a minimum shipping/handling charge which covers not only the shipping cost, but the packaging and resources it takes to process an order.
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We always try to ship out orders the same day, or within 24 hours. Sometimes there is a backorder on a part, or an incomplete address, or some other complication that can delay an order, and you can rest assured that we work to get these things resolved as quickly as possible. At least 95 percent of our orders ship immediately.
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We have no way of knowing for sure, but if you selected regular shipping, an order within the US will probably arrive within a few days, and if overseas, probably within two weeks. Customs clearance (which we have no control over) can slow down international orders. Also, there have been issues lately which have been slowing down all shipments worldwide, so delivery times sometimes can be significantly longer than normal. And no matter the destination, we always have an Express shipping option.
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Our express shipping is 1-day or 2-day delivery within the US, depending on your location. You can call or email us for details on a particular destination.
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With the exception of some brands of new keyboards, most items will ship anywhere in the world! For items that are restricted to US shipping only, perhaps you have a friend or relative in the US who can receive the shipment and bring it to you, or if there is a freight forwarder you want to use, we can send it there.
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Probably not! Unless it's been over 2 weeks on a US package, or over 2 months international, it's probably just moving slowly. In most cases, when a package seems lost, it eventually gets delivered.
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Probably not! It seems that scans are somehow missed sometimes, and the tracking will show the package to be mysteriously unmoving for several days (or longer for international packages). Then it suddenly shows up at its destination.
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Send us an email with your order number and “missing package” in the subject line, and we will see what we can find out. Also, reach out to your local post office or your mail carrier - we have found that this is often the quickest method to resolve a delivery issue. If the package is indeed lost, we can work on filing a claim and getting you the parts you need.
Returns & Refunds

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Check that part on our site - unless it says it is non-returnable (most electronic parts), you can return it. [Hint: On the upper right of syntaur.com, simply fill in the search box that says ‘Syntaur part number’, and it will take you straight to the page for that part.]
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Just email us for a Return Authorization number. We’ll send back an RA number with return instructions.
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We guarantee that it will work, either because (a) it is brand new, or (b) if it is a used part, it was tested before being put into stock.
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Please email us, including photos of the damaged package and contents, and we can get to work resolving this for you.
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If it's a normal return, you’ll be responsible for getting the item back to us. If we made an error and sent an incorrect part, we’ll cover the shipping cost.
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We might need a couple of days to process your return; once it is processed here, it may take up to 10 days if you paid with a credit card. PayPal returns are generally very quick.
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We don’t do exchanges per se; instead, we ask that you place a new order for the part you need, and set up a return for the part you don’t need. This is quicker, as you don’t have to wait for the first part to be returned.
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Sure! Just let us know which you prefer.
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Up to 45 days. After 45 days we charge a 10% restocking fee, and after 90 days we can no longer accept a return.
Account

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From the homepage, click “log in” in the upper righthand corner. This will take you to another screen where you can either “log in” or “create account”. Click “create account” and fill out the form provided. Once the form is filled out click the blue “Sign Up” button and you’re all done!

Alternatively, you’ll be prompted to make an account when you place an order. Fill out the form provided, then click the blue “Sign Up” button and you’re good to go!
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No, you can checkout as a guest and place your order as usual!
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If you decide to make an account later, use the same email you used when you placed the order to automatically link your previous orders to your new account.
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If you don’t log in, or use the same email linked with your account to place the order, it won’t show up under “My Orders”. If you want to link that order to your account, reach out to our customer service team and we’ll fix it for you.
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If you know what email your account used, go to the log in screen and click “Forgot Your Password” at the bottom. This will prompt you to submit the email address associated and you’ll be sent an email with a link to reset your password.

If you don’t know what email your account used, reach out to our customer service team and we’ll be able to help you!
Repairs

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No, there are too many variables to know what’s wrong with a keyboard without opening and testing it. Our customer service folks are not techs, and our techs are already overworked and not available for outside consultations.
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Check out our forum! Not only are our techs there often, but there are plenty others as well - and other synth nerds too!
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No, we are not a repair facility. While we do our own in-house tech work, we don't have the manpower to take on outside repairs. But we do have a listing here of service centers.