FAQs
Stock Availability: Preorders and Waitlists
What does "Preorder" mean?
Products will occasionally appear with an option to Preorder on our site. This means that we do not currently have of stock of the product, but are preparing for or in progress on a new production run. All of our devices are produced by hand in limited quantities, so we allow the option for you to reserve a unit by pre-paying. Preordering ensures that you secure a place in line in the next batch for the device in question, on a first-come, first-serve basis. If a product page offers a "preorder" option, that means there are still units available from the forthcoming run.
Preorders must be paid in full in order to secure a place in line. Preorders may be cancelled at any point prior to shipment; just let us know if your plans change and we can offer a full refund (minus original transaction fees).
What is the lead time on preorders?
Lead times will vary product by product, as they all have different parts requirements and different amounts of hand labor involved. Generally speaking, we only allow preorders of products for which a production run is currently being arranged or executed. We will not make a product available for preorder if it is not within our capability to produce and ship within 2 months' time, though for many items, lead times will be lower.
In order to maintain transparency and to keep things running smoothly, we do not accept preorders beyond the scope of the current production run. So if a product page offers the option to preorder, that means you can still reserve a unit from the current production run.
What does "Waitlist" mean?
Our product pages will occasionally offer an option to sign up for a Waitlist. This means that the product is currently out of stock, and that we are not currently accepting preorders (usually because we have sold all units from our next production run, or because we are focusing on production of another product).
The waitlist option is a no-charge, no-obligation way of signing up for notifications about the product's availability. When the product is either available for preorder or for immediate purchase, you will receive an automatic E-mail notification. On our end, the waitlist option is a good way of gauging interest in a new run of a product—helping us to prioritize next steps for our production efforts. So if you're interested in getting something that is currently out of stock, by all means sign up for the waitlist.
Cancellations & Returns
Can I cancel my order?
Orders can be canceled at any point prior to shipment. In the case of cancellations, we offer a full refund (minus original transaction fees). Once an order has shipped, however, cancellations are not possible.
Can I return my order?
While GRADIENT does warrant our products against functional defects, we do not allow returns/refunds on any product.
Shipping
Do you ship to [MY LOCATION]?
GRADIENT will ship devices basically anywhere on Earth that shipping is possible via typical global courier services (government post, FedEx, DHL, etc.).
At the moment, immediate checkout on our site is only available to the continental US. If you live outside the continental US and want one of our devices, get in touch and we'll arrange a shipping quote.
I've just placed an order—when will it ship?
If you placed an order for an in-stock product, we will do our best to ship it to you within a couple of business days. Bear in mind, we're just two people...so we appreciate your patience.
If you placed a preorder, we'll ship it to you as soon as the entire production run has been assembled and tested. Usually this doesn't take too long, and we'll do our best to keep you updated as we go.
Warranty
Do GRADIENT devices have a warranty?
Yes! GRADIENT warrants our products against defects in workmanship or failures in operation under normal operating conditions. Our warranty extends a year beyond the date of receipt. Depending on your device and its specific failure, GRADIENT may opt for either repair or replacement at our own discretion.
GRADIENT's warranty extends to operational defects, but not to cosmetic defects that develop through typical or atypical use. For devices likely to develop cosmetic imperfections through use, please consult us about proper care and maintenance.
GRADIENT's warranty is void, however, when a product shows signs of misuse, including but not limited to improper power connection or use under atypical operating conditions. Our warranty is also void if a product shows signs of attempted modification. Always use GRADIENT devices in controlled environments, never spill anything on them, and never attempt to modify them to operate outside their initially intended application.
The terms of this warranty are subject to change, but we feel they are pretty reasonable as-is and unlikely to undergo any huge changes in the near future.
How do I proceed with a warranty request?
In the event that you need to file a warranty request, please use our contact form—we will get back to you as quickly as possible. Once we have reviewed your request, we will offer further details—sometimes troubleshooting advice, sometimes a warranty authorization and shipping instructions.
Warranty authorizations are valid until the end of your item's warranty period. When sending a product to us for warranty assessment, you are responsible for shipping costs both ways.
Under no circumstances should you send devices back to us without authorization; we are not accountable for packages sent to us without prior warranty authorization.
My product is out of warranty and having issues—can you still help?
Yes, we are glad to assist. Repairs outside of the warranty period will incur a fee; we will work with you to keep this fee as minimal as possible. Just contact us about your issue and we'll see what can be done.