Support
We want you to have a lovely experience with our products. If you have any questions or run into any problems, please contact us and we'll do what we can.
We also have a lovely community of artists & makers on our Discord server. Come hang out!
Finally, if you're comfortable with GitHub you can always file an issue or even send us pull requests.
Product manuals and resources
| Product | user guide | resources | |
|---|---|---|---|
| Big Honking Button | honk.wntr.dev | source | issues |
| Castor & Pollux | gemini.wntr.dev | source | issues |
| Helium | helium.wntr.dev | source | issues |
| Hydrogen | hydrogen.wntr.dev | source | issues |
| Micronova | micronova.wntr.dev | source | issues |
| Neptune | neptune.wntr.dev | source | issues |
| Sol | sol.wntr.dev | source | issues |
| Speak to Me | speak.wntr.dev | source | issues |
FAQs
What is your return / refund / warranty / repair policy?
We will happily accept returns within 30 days for unused items. We’ll generally ask you to pay return shipping. Contact us to get the returns process started.
If you receive a module that does not work, please contact us immediately. Modules purchased from Winterbloom have a warranty of six months from the date of purchase. This warranty covers any manufacturing defects in the module. It does not cover damage from due to incorrect handling, storage, or power, overvoltage events, or modifications.
Modules returned under warranty will either be refunded, replaced, or repaired at our discretion. You will be responsible for the cost of returning the module to Winterbloom.
Because Eurorack has a vast number of possible combinations of power supplies, modules, cases, and accessories, it is impossible for us to guarantee compatibility with every possible configuration. We make a reasonable effort to test modules with several power supplies, cases, and other modules.
We encourage tinkering, however, we will not refund, repair, or replace any products that have been modified.
Do you ship internationally?
Generally, yes. If you do not see a shipping option for you country when checking out, please contact us and we’ll get it sorted for you. Keep in mind that you may have to pay import fees in addition to shipping fees. For more details contact your local postal service.
Why is international shipping so expensive?
Because that’s what it costs for us. We don’t like it, either. High shipping costs reduces how many people can buy our stuff, and we don’t like that! As an alternative, please reach out to any local synth/music stores and ask them to get in touch - if they agree to carry our stuff we can save a lot by shipping in bulk!
Can you declare a lower value on my international package / mark it as a gift? No. We have to adhere to international customs laws. As a less legally sketchy alternative, If you have a local synth retailer that would be interested in importing and selling our modules locally, please get us in contact!
Pre-orders
When does my payment method get charged?
Your payment will be charged when you place your order. Our retail software does not let us use holds or defer payment until ship date. If you cancel your pre-order, your payment method will be refunded.
Can I cancel my pre-order?
Yes, as long as your order hasn't shipped. Please contact us if you’d like to cancel your pre-order and we'll get it taken care of and refund your payment method.
Do you open pre-orders before a product is finished?
No, we only open pre-orders once we've actually started production on a product. That means we've secured materials, manufacturing contracts, and have a solid timeline for shipping. We never use pre-orders as a means to raise funds needed to start production.
Can I order other items with my pre-order?
Yes, but we won't ship your order until everything is ready. If you want the other items to arrive earlier, please place separate orders.
When will my order ship?
The expected ship times for pre-orders are generally listed on the product page. If this timeline shifts significantly after you’ve placed your order we’ll send you an email with the updated estimate. In general, most pre-order items start shipping in about 2-3 months.
We assemble and ship pre-orders in the order they’re made. Depending on the number of orders it may take several weeks after we start shipping for your item to ship. You can check our order queue to see where you are. If you have questions, please reach out.
Are pre-orders available through any retailers?
Some of our retail partners allow backordering products they carry. However, this website is the only place where you can place a pre-order for a module that has not yet been released.
Where can I find schematics / source code for your modules?
The source files for each module are linked at the end of their respective user guides. Additionally, you can find all of the source files on our GitHub. If you’re having trouble finding what you’re looking for, reach out. Please keep in mind the licenses associated with hardware designs and software, and note that the licenses do not grant permission to use Winterbloom’s name, branding, and logo.
None of this was helpful
Well, that’s okay - get in touch and we’ll try our best to answer your questions or concerns.