The 12 Days of UAD Sale is now underway in the UA online store!
Sale Pricing & Timing Questions
I bought a plug-in before the sale started and now the price has dropped. Can I get a refund or credit for the difference?
Unfortunately we are not able to issue refunds for items whose price has dropped recently as a result of the current sale. The time period of the sale is firm and cannot be extended beyond the designated window.
Why did the price of this UAD Plug-In Collection or Bundle drop immediately after I purchased it?
Our web store will automatically reduce the price of some plug-in collections based on what you currently own. For example, the Neve 1073 Preamp & EQ Collection will be discounted to a lower price if you already own the Neve 1073/1073 SE Legacy plug-ins. If you do not own the Legacy plug-ins at the time of purchase, the web store will show you the standard price.
Plug-in collections contain the newer versions of the plug-in(s) as well as the Legacy version(s). This means that immediately after purchasing a plug-in collection at the standard price, the web store will automatically note that you now own the Legacy versions and display the lower price the next time you visit the web store.
For more information, click here.
Why does my friend see a particular discount when I don't?
Our web store automatically detects what plug-ins you already own and will show you any upgrade pricing that you are entitled to. Your friend may own the legacy version of a product or a plug-in that is also part of a bundle, thus triggering a lower price for his or her account. For more information on Legacy and Bundle upgrade pricing, please see above or refer to this article: Plug-In Collection & Bundle Pricing Explained
Why is this particular plug-in not on sale? Why is this plug-in not as heavily discounted as others?
Some customers may have been hoping that a particular plug-in on their wish list would be discounted during the Sale only to find out that it didn't go on sale, or perhaps they were hoping for a larger discount than what is being offered. If this happens to you, please remember that our sales have been carefully researched and planned ahead of time, and we cannot offer any special discounts outside of the sale prices offered in our web store. Brand new plug-in releases are not expected to be discounted during the sale period.
I'm getting Custom Shop discounts. Which price do I get?
Customers who have recently registered UAD hardware will receive Custom Shop discounts. During a store-wide sale event, these customers will get whichever discount is lower. This is automatic -- the price displayed while logged in is the lowest price available.
What exact time does the sale end?
The sale will end November 30 at 11:59 PM Pacific Standard Time. However, it is always a good idea to get your order processed ahead of time. If there are any hiccups during your checkout process, you will appreciate having the time to re-process your order before the sale ends.
I had items in my cart during the sale but then it ended and the price went back up. Can I still get the sale price?
Placing items in your shopping cart does not lock in the price – when the sale ends the prices will return to normal and you will not be able to access the same discounts that were in place during the promotion. This is another good reminder to complete your orders early to avoid any potential disappointment.
Coupon and Order Questions
Why did my order fail on checkout?
There are a handful of troubleshooting tips to keep in mind when a web store order fails:
Does your billing address on your credit card match the stored information on your account? You can review your saved billing information by logging into your UA account and following this link: My Address
If you are using Paypal, make sure to come right back to the web store to complete the order after logging in at the Paypal site. An order left in a "pending" state will eventually cancel itself if not completed.
If your order fails repeatedly, you will most likely want to contact your financial institution to confirm that there isn't a hold on your account and that you have sufficient funds to complete the transaction. Large orders can trigger a fraud alert with your Bank that may need to be resolved through direct communication.
My order failed on checkout and now the coupons I used are gone. How do I get them back?
A failed order will only temporarily remove the coupons used within it. After one hour, any coupons will automatically be returned to your account so you can attempt to replace your order.
I had a coupon last month but it expired. Can I get it back?
No, we cannot extend the time period on coupons that have expired. Most coupons have a 30 day lifespan.
Why is the coupon code I tried to use invalid?
There are a couple of things to remember about redeeming coupon codes. First, add the items you wish to purchase to the cart. Next, copy the coupon code inside the quotation marks (but not including them) and paste into the coupon field. Finally, hit enter to apply them (repeating the process for each coupon) and then proceed to checkout.
Coupon codes are issued on a per-account basis, so you will not be able to use any coupon codes that are not listed in your own personal cart summary here: Checkout / Cart
Some coupons list certain restrictions and most coupons cannot be used towards the purchase of a Custom product.
If I don't use the entire amount of my coupon on one order, will there be a remainder left over for the next order?
Individual coupon balances will not carry over if there are not fully utilized on a single order.
Can I get an extra coupon?
Unfortunately, we can't issue additional coupons outside of our standard promotions.
Does Universal Audio offer VAT exemptions?
We do not offer VAT exemption on plug-in purchases at this time. For more information, please refer to this article: Why am I being charged VAT on my plug-in order?
How can I make sure the details on my invoice will be correct? How do I print an invoice?
Please make sure you have the information on your account just the way you want it to appear on your invoice before you place your order by heading here: My Address
You can view and print your past order invoices by following the directions in this article: How Do I View & Print Invoices For My Plug-In Orders?
Can I apply multiple payment types to a single order?
No, you can only select one payment type at our online store. However, if you have a PayPal account you can transfer funds from multiple sources into your PayPal account before processing payment. If you do not have enough funds to process your order and are in the United States, you may also want to consider applying for financing through the Affirm service.
Hardware Registration Questions
Can I make use of the sale without having a device registered?
You do need to have some piece of UAD-2 Hardware registered in order to make purchases, and there is no way to bypass this requirement.
I own UAD-2 hardware, but when I tried to make a purchase the store told me I have no hardware registered. Why is my device not registered to my account?
Sometimes our customers have been using a device that is registered to a different account than their own without knowing it. If this has happened to you, please submit a support ticket with a Detailed System Profile attached so we can manually transfer the device into your account.
Follow the directions below to generate a detailed system profile:
1) Connect and power on your device.
2) Launch UAD Meter & Control Panel
3) Open SYSTEM INFO window
4) Click the 'Save Detailed System Profile' button
5) Re name this file to 'Your Name UAD System profile' and save to the desktop.
Please attach this file to your support request.
I just ordered my device but it won’t get here before the sale ends. Can I get the sale prices?
Although we would love to extend the sale prices until your new product arrives, we unfortunately cannot offer extensions on sale prices. Make sure to order and register your UAD-2 product with plenty of time to enjoy our sale pricing. There will always be sales offered in the future, so if you miss the sale prices this time around we recommend keeping an eye out for any future sales or promotions that interest you.