The main difference between Rosen Sound and other repair shops is our requirement for full service. While other shops may be happy to perform piecemeal and isolated works, Rosen Sound will not, with few exceptions. Work from other technicians may be redone if its quality or the parts used are in question. 

Please look elsewhere if you are not interested in your instrument fully working. If you are happy with it half broken, we can't help you.

All jobs are estimated by email before drop-off. For the most common gear we service, we will provide a password-protected webpage describing the service and hour estimates. Most other jobs receive an estimated range of labor hours by email prior to transacting.

By proceeding, you authorize work throughout the full estimated range. We do not request further approval or narrow the estimate while work remains within that range, and we do not accept spending caps within an approved estimate. Please be prepared to pay the full estimate before dropping off your instrument; payment is due when the job is complete.

Most jobs finish at approximately 50–80% of the estimate. The range allows for problems that become apparent during restoration. Severe damage may require a revised estimate, and the final labor requirement cannot always be known until work is complete.

We reserve the right to complete up to two additional labor hours beyond the estimate without further consultation. This is uncommon but allows us to finish the work properly rather than leave final details incomplete.

Parts are charged separately unless explicitly included in your estimate. Some repairs require expensive components that can substantially increase the final bill. Required parts will be installed as needed.

Customer-supplied repair parts must be approved in advance and delivered with the instrument. Retrofit kits may also be supplied with the instrument. We stock more than 2,000 common and rare parts and test for authenticity; pricing reflects that sourcing and testing.

For specialized ASIC-type parts, such as IG, IR, CEM and SSM chips, you may arrange to supply a less expensive component yourself. In that case, neither the part nor the labor to install it is warranted. Additional calibration may incur further labor charges. This option does not apply to ordinary off-the-shelf linear or logic devices.

Some rare chips are no longer manufactured, and replacing one to correct a small deviation at the extreme end of a control’s range may not be worthwhile. In these cases, we’ll explain the limitation and let you decide whether to keep the original component or replace it.

All repair communication must be by email. This preserves your requests and service history in one place. Please allow a couple of business days for a reply, but usually it's fairly fast. Sales and rental phone lines cannot handle repair inquiries.

The old adage that emailing on Friday at 4pm and asking for an update the following Monday at 10am means you have waited exactly 1 hour for a reply. Don't be that person, please.

Turnaround estimates

The stated turnaround for most standard restoration jobs is 2–12 weeks. Complex or nonstandard projects may take 1–12 months.

We will advise a realistic timeframe via email before you pay any deposits.

We do not currently offer an offsite waiting list. Your instrument must be at the shop to be considered for an available bench. Scheduling depends on the instrument, technician availability, ongoing projects and rush work. Routine restorations can often fit between stages of larger projects, but we can only take advantage of those openings if your instrument is already here.

All turnaround times are estimates. Plan for the longest stated timeframe. If you require a specific completion date, discuss rush service with us before booking.

Our technicians are full-time, salaried employees. They have paid holidays, sick leave, personal time and vacation, and we do not work weekends. Scheduling reflects both the time required to do the work properly and a sustainable working schedule.

Rush payment

Rush service carries the hourly rate and upfront surcharge shown above. Third-party billing is not available for rush jobs. The completed invoice must be paid immediately on completion; arrangements involving business managers must accommodate that requirement.

Unless otherwise specified, instruments we sell or service carry a lifetime warranty against work-related defects. This does not cover every future failure or damage to the instrument.

Covered defects include:

• A fault in work we performed—for example, a wire in a newly made harness failing prematurely. We would replace the harness at no charge.
• An issue we should have identified during service—for example, a worn or unstable trimmer that should have been replaced. We would replace it and recalibrate the affected function at no charge.

Warranty service is provided by Rosen Sound. Return shipping is at the customer’s expense, though we can help arrange economical transport. Alternatively, you may undertake the repair or hire a local technician at your expense, with parts and technical information supplied by us as appropriate. We will not pay another technician’s labor and will not authorize reimbursement without our express consent.

Conditions that may invalidate coverage

• Work by another technician without our approval, including repairs or MIDI-kit installation.
• Exposure to weather, the elements or excessive smoke.
• Excessive travel, including touring.
• Abusive or unreasonable conduct toward our staff. We historically have a razor thin tolerance for abuse.

We reserve the right to cancel any warranty for any reason we see fit.

We want you to remain satisfied with the instrument and will often assist with later issues even where the formal warranty does not apply. Such assistance is considered individually and does not change these terms.

We accept all forms of payment, with PayPal or bank wire preferred. Credit cards are accepted; in rare cases, a 3.4% credit-card fee may apply.

Invoices are due on completion, not at pickup. This applies even when we finish earlier than the estimated turnaround. You are welcome to test the instrument at pickup; any issues will be handled under the applicable warranty.

Please collect completed equipment promptly. Equipment left more than two weeks after completion incurs a $10-per-day storage fee. If payment or pickup will be delayed, tell us in advance so we can adjust scheduling.

We expect respectful, reasonable communication throughout the process and extend the same consideration to our customers.

• All sales are final unless otherwise agreed.
• Modifications or upgrades beyond the restoration scope are a separate transaction with a separate schedule.
• Rosen Sound may cancel a sale at any time. If we cancel, you or your representative will receive a refund within 30 business days of cancellation notice.

Sales restorations are scheduled similarly to rush work: an instrument is prepared for delivery when a bench becomes available after a restoration project. Turnaround estimates are provided in good faith, but delays can occur. If you need an instrument sooner for a session, ask whether a rental-fleet loaner can be arranged.

Cosmetic grades describe appearance only and take the instrument’s age and construction into account. A combined grade, such as Great–Mint, may be used.

Mint

Visually near-perfect for its age. Truly untouched vintage instruments are exceptionally rare, and minor marks may still exist. Mint examples command a premium.

Great

Overall excellent appearance with minimal age-related wear. There is usually no condition premium.

Good

Visible signs of use, wear or travel. Examples may include chipped or delaminating imitation-wood cabinet panels.

Fair

Moderate to heavy wear or less desirable replacement housing. These instruments are generally priced below market, with the same restored sound and functionality.

Unless expressly stated otherwise, instruments are delivered free of functional defects and restored according to the requirements of the model. Inherent design limitations may be improved where practical or left as original; these are disclosed before payment. 

Approximately 90% of our sales inventory is restored to order. Before listing an instrument, we check completeness, confirm the expected revision against its serial number, and perform preliminary power-supply or other service as necessary for a functional test. We offer it for sale once we determine it can be fully restored using parts in stock or readily obtainable.

Restoration is performed in-house. This gives us direct control over the work and lets us price the instrument with its required preparation included.

Restoring after purchase avoids placing unsold inventory ahead of waiting repair customers and prevents freshly restored instruments from sitting unused on a shelf.

Prices generally reflect market value. Certain instruments carry a premium for the restoration needed before delivery. Examples include the Oberheim OB-X, FVS, TVS and OB-Xa, Rhodes Chroma, ARP 2600, Yamaha CS-80 and Moog Memorymoog.

Sales and repair warranties cover the same work-related defects. See Repairs & restoration for the full warranty terms. We reserve the right to change or cancel coverage at any time and for any reason.

Coverage may be invalidated by unapproved work by another technician, exposure to weather or smoke, or leaving an instrument powered overnight, particularly without air conditioning. Touring instruments are not warranted, though we remain available to assist.

Some instruments may be sold without a warranty, including certain Waldorf Waves, Voyetra 8s, ARP Quadras and other difficult-to-support models. Any exception will be specified.

The warranty does not cover misuse and does not entitle the buyer to a purchase refund if a fault develops years later.

We like to say gear "finds us" because it's true. While yes, we browse classifieds for gear to resell, more often than not gear is offered to us by owners and local craigslist hunters. We also have a great network across the US and abroad who regularly sell us equipment, and artists who entrust us with their collections. Artist consignments may be offered with or without the owner’s name attached.

We do not routinely import Japanese- or European-market instruments for resale in the US. We may occasionally buy a US-market instrument that was subsequently exported.

We do not simply test and resell instruments based on a seller’s description of previous work. Everything is serviced before delivery, except where it has already been serviced by us and returned to our inventory. We ultimately standby what work has been done to what we're selling. 

Consignment terms

Terms vary by instrument and owner. Consignment through Rosen Sound will typically result in a sale, but may not net you the same amount you might on the open market (though we often come close or exceed). The open market at this time is not friendly to private sellers. Rosen Sound is the top choice for consignment for that reason. 

• Consignors are paid by PayPal or wire 30 days after sale. Depending on the instrument, payment may be made only after delivery to the buyer. Cash can be arranged with advance notice.
• Preliminary checks begin after consignment. A small fee may apply if you withdraw the instrument after that work begins.
• Do not cross-list consigned equipment elsewhere.
• The instrument must be physically at our shop before we list it. We do not drop-ship consigned instruments.
• Previous service is assessed against our standards. Any additional work required is factored into the consignment arrangement.

Rental days are based on use and availability, rather than consecutive 24-hour periods. A same-day booking made at 4pm counts that day as the first rental day.

Any day after noon when the instrument is unavailable to another renter counts as a use day. For example, pickup Monday at 5pm and return Wednesday at 5pm is a three-day rental. Returning Wednesday before noon makes it a two-day rental.

A setup day before the booked session may be provided as a courtesy when we can confirm that it is for setup rather than use. Arrange this with us in advance.

The four-day weekly rate also applies when you only need the instrument for four days; there is no further discount for unused days.

Rentals are available subject to vetting. For your first rental, we require delivery to your location and may place a credit-card hold for the value of the equipment.

Ship-outs are considered individually for sessions or events backed by a major label or corporation for a major artist or film production. Approved ship-outs carry a two-week minimum charge per instrument, regardless of the actual use period.

Shipping must use our cargo service. Where that is not possible, UPS or FedEx overnight may be arranged at your expense.

For most out-of-town projects, a session in our Synth Cabin may be a more economical option than shipping instruments.

Without an engineer, you must be self-sufficient or bring your own engineer. We remain available to assist with patching, configuration and general questions, but do not stay in the room full-time. The included 30-minute setup period covers an introduction to operating the room.

With an engineer/programmer, our engineer stays in the room throughout the session to assist with recording, patching, synthesizer operation and sound design.

If you ask an engineer to perform on your recording, any co-writing arrangement must be discussed directly with them and does not change the day rates.

Multi-day, weekly and monthly lockouts are available. Pricing is agreed individually based on the length of the booking.

Please keep guests to a reasonable number. A few visitors are welcome, but the room cannot accommodate a large entourage. Personal services such as haircuts are not permitted during sessions.

We are not currently booking parties or events in the studio.

The studio is 420-friendly. Cigarettes and nicotine are prohibited.

Late-night sessions are not part of the standard schedule but may be arranged at an additional cost.

Orders normally ship on Mondays, Wednesdays and Fridays. Larger parts orders may take additional time to assemble. We will contact you if the lead time will be more than a few days. Tell us promptly if an order is urgent.

At this time we are unwilling to entertain your companies long-winded invoicing structures. If you want something from our web store, just add to cart and purchase it like everyone else. Sorry!

For all web-store and order questions, email griffin(AT)rosensound.com.

Returns are not accepted unless the delivered part is defective. Our preferred resolution for a defective part is replacement. Where a return is accepted, a 25% restocking fee is deducted.

Opening a PayPal dispute or credit-card chargeback over disagreement with this return policy will result in a permanent ban from our web store and services.

In the event you purchased a kit that is not compatible with your instruments revision, as policy it is not returnable, however we will do our best to help you achieve what you're hoping for. 

If a kit is truly not suitable for you, you may wish to resell it through Reverb or eBay, or retain it for a future repair.

Our parts and kits are generally intended for qualified technicians. Installation may be difficult without substantial electronics experience. We are not responsible for damage caused during installation, and support does not include teaching basic electronics.

If you have relevant experience (users who know "just enough to be dangerous") but need clarification about a product, contact us before proceeding. We can also recommend a technician near you.

Please check your delivery address carefully. We do not provide free or discounted replacements for packages delivered to an incorrect address supplied by the customer.

If the courier returns a package to us, we will resend it to your corrected address. Please note this process has historically taken substantial time. You can avoid it by inputting the correct address the first time.

Once a package leaves our shop, responsibility for transit and delivery rests with the courier.

We do not falsify customs declarations or arrange shipments to evade import charges.

International shipping charges reflect the cost of the services we use. We do not offer slower, cheaper alternatives. Available shipping prices are shown at checkout.

We may have parts that are not listed online. Use our contact form and choose Web Store & Parts Inquiries.

We generally do not stock miscellaneous boards for 1990s digital keyboards. We also generally do not sell the ASICs used in vintage Roland and Yamaha instruments, as these are reserved for restoration customers.