Question 1

What is your policy?

Accepted Answer

You may return products that are complete and like new for any reason within 30 days. Returns are not accepted after 30 days.Our 30 day return policy only applies to Andover Audio products that were purchased directly from www.andoveraudio.com. Some other exclusions may apply (see Important Details below).

Question 2

Will Affirm affect my credit score?

Accepted Answer

Creating an Affirm account and seeing if you prequalify will not affect your credit score. If you decide to buy with Affirm, these things may affect your credit score: making a purchase with Affirm, your payment history with Affirm, how much credit you've used, and how long you’ve had credit.

Question 3

Will Affirm charge interest and fees?

Accepted Answer

We don’t charge any fees. That means no late fees, no prepayment fees, no annual fees, and no fees to open or close your account. Depending on the size of your purchase and where you’re shopping, your payment plan may include interest. You’ll never owe more interest than you agree to on day one—so you always know exactly what you’re getting into.

Question 4

What does it mean to prequalify?

Accepted Answer

When you prequalify, you get an estimate of how much you can spend with Affirm. You don’t have to use the full amount, and you’re not on the hook to pay anything back until you actually make a purchase.

Question 5

What if I don't see Affirm at checkout?

Accepted Answer

Thousands of stores offer Affirm as a payment option at checkout. But if you don’t see us at checkout, you can still pay over time. Just download the Affirm app (or sign in at affirm.com), tell us where you’re shopping, and we’ll give you a one-time-use virtual card you can use to complete your purchase online or in stores. Then, pay us back over time.

Question 6

What are Andover Audio's support hours?

Accepted Answer

Monday-Friday, 9-5 PM (EST). We respond to communications within one business day. Thank you for your patience.

Question 7

Our Return Policy

Accepted Answer

Our Return PolicyYou may return products that are complete and like new for any reason within 30 days. Returns are not accepted after 30 days.Our 30 day return policy only applies to Andover Audio products that were purchased directly from www.andoveraudio.com. Some other exclusions may apply (see Important Details below).ExchangesWithin 30 Days, we will also exchange any unit if you encounter a problem which cannot be resolved. If you did not purchase directly from us, your dealer will honor the exchange.Warranty RepairsWith every product, Andover Audio offers two years of parts + labor service. We split the cost of shipment, asking for customers to pay for the leg between them and our facility. We take care of the rest.Important Details:Refund MethodRefunds will be processed within 3-5 days.  Refunds must be issued on the same credit card, debit card, or other form of payment used in the original transaction.  Products returned without an authorization and RMA# will be refused.Items Must Be in Like-New ConditionAndover Audio may refuse customer return or charge a restocking fee when the return item is not “like-new” condition and/or properly packaged.  Other conditions that may result in a refusal or restocking fee include, but are not limited to:• A different serial number than the one Andover Audio originally shipped.• Missing parts or the original product packaging material• Damage because it was improperly packaged for return shipment• Damage from drops, spilled liquid, or mishandling.

Question 8

How to Return/Exchange

Accepted Answer

1. Get Return InstructionsPlease email us at support@andoveraudio.com for your return/exchange shipping instructions. In your email, please include your reason for wanting to exchange/return so we can assist you in the best way possible.2. Pack your items carefullyTo avoid any deductions from the refund, all returns must be in new condition and must include the original packing material, outer carton, any and all accessories which may include power cords, remote control, connecting cables, and instruction manuals3. Attach Shipping LabelFor most returns/exchanges you will receive a UPS shipping label via email.  After removing or marking out original packaging labels, print and securely tape your label to your return package.4. Drop at your nearest UPS locationTake your return to any official UPS drop-off site.  For the locations nearest you:UPS – visit www.ups.com or call 1-800-742-5877

Question 9

How will I know if you’ve received my return?

Accepted Answer

We will email you confirming that the return was processed.  You can trace your package using the tracking number on the return label provided to you.

Question 10

How long does it take Andover Audio to process my return?

Accepted Answer

After your product is received, we normally process your exchange / refund within 2-3 business days.

Question 11

SpinBase

Accepted Answer

How should I connect my turntable?Does it have a preamp? If not, you'll need to connect it to the magnetic phono inputs to get enough volume. Our SpinDeck and SpinDeck MAX does not have a PreAmp. If your Turntable has a Preamp, connect it to the Line inputs on the SpinBase. I am getting some noise from my turntable.Make sure to connect the ground to the SpinBase if available. Some turntables have the ground built into the cable. This will reduce hum. It is natural to get some buzzing if you place your fingers on or near the needle of a turntable. It is possible to hear some hiss from the turntable if you turn the volume all the way up. The PreAmp is boosting the signal about 10X.Your SpinBase might have a switch for Ceramic or Magnetic. Some turntables have a Ceramic stylus/needle, so if you move the switch to match, you'll get a better quality sound for your specific turntable.Still getting unwanted noise?Connect to the SpinBase as a Bluetooth speaker from your phone. Is the problem still there? Also check for devices that might be within a few feet such as a Modem or Router. This might be causing interference. If everything else fails, try connecting a pair of headphones in the back. Is that working as expected? Still having trouble? Please contact us and we can help you out.Do I need shortening plugs?In the first model of the SpinBase, shortening (terminating) plugs were provided to help reduce hum when using a turntable. They plugged into the open Line inputs. Any newer SpinBase model (post Jan 2021 with a Subwoofer Output) does not need these. Please Note: You should not get any hum or additional noise simply using the Bluetooth or Line inputs of the SpinBase, with any model.  Can I select which input I want to hearThere is no input selector on the SpinBase.  So you could potentially pass audio to all three inputs and you would hear them simultaneously. And if you hear an echo, it is probably because you are hearing a delayed Bluetooth input and a Line input at the same time. So you'll what to be aware of what inputs you are passing to the SpinBase when enjoying your music.Should I have the Ceremac Switch On or Off?The ceramic switch on the back of the SpinBase applies equalization. If you have a ceramic stylus (common on inexpensive turntables), the equalization will offer a better sound for you. If you have a magnetic stylus, which offers better sound quality, you should leave this switch in the off position.What kind of cable do I need for the Subwoofer connection?The 1/8" Line Out/Sub-Out on the SpinBase is the same as a headphone output. It is a stereo connection that you can connect to the Subwoofer.How can I connect Bluetooth headphones?You'll need to purchase a Bluetooth transmitter and plug it into the headphone output of the SpinBase. Google "airpods bluetooth transmitter" and you'lll see a bunch of options.

Question 12

Songbird

Accepted Answer

Trouble connecting to your Songbird?This video can help you get familiar with the steps. https://youtu.be/SYjqCHjn6pkThe Songbird works with 2.4g. Make sure your device is connected to a 2.4g wireless network.Try a factory reset. Hold the button on the front of the Songbird for 10 seconds. It will announce that it is restoring factory settings. Start the setup process again.Make sure Location Services are on. On your iPhone, iPad, or iPod touch: Go to Settings &gt; Privacy &gt; Location Services. Turn on Location Services. Scroll to the bottom of the list, then tap System Services.Turn on Networking & Wireless (or Wi-Fi Networking). When prompted in the Songbird App, select "Allow while using App".Check the Wifi Strength. In the Songbird App, tap the device name in the upper right to view the device. Tap the settings icon to view Device Details. Tap Speaker Info to see Wifi Strength.Can I connect to the Songbird from my Windows device?You can play individual files by right-clicking on the file then selecting Cast to Device. Spotify Connect will work within the Spotify app from Windows with no problems by selecting songbird from the other devices menu. Other apps do not appear to work at this time from the Win10 machine. If supported, you could stream to the Songbird as a Bluetooth devices from your windows machine or using the analog cable.Here is a video that might help setting up DLNA on your Windows 10 Device.  https://www.youtube.com/watch?v=euc9gmP3DMoCan I stream to the Songbird from my Mac?You can connect from an Apple device using Airplay. We support Airplay 1 (16/44.1). You could also connect to it as a Bluetooth device or using the analog cable.Do you support Amazon Hi Res?We support Amazon HD (16/44.1). At this time we do not support Amazon UHD (24/96). You will not see badges in the Songbird App indicating the audio quality like you do in the Amazon App.What does the led on the front of the songbird mean?The led will blink during setup. The led on the front of the Songbird is also an input selection. The device will announce the change when you press it.Green = Aux 2Blue =  BluetoothWhite = WirelessWhat sample rate is the digital output?Regardless of input, the digital out on the Songbird is resampled to 16/44.1. The internal DAC is 24/192, so the way to enjoy Hi-Res output is to use the analog out and the built-in DAC.Can I use the Songbird as a Standalone converter?Yes, you can pass analog into the Songbird and get Digital Output. You can also feed up to 24/48k SPDIF into the optical input and get analog output.

Question 13

SpinDeck

Accepted Answer

I'm concerned about the sound qualityMake sure you have connected it to the appropriate inputs of your speaker system. The SpinDeck does not have a PreAmp and should be plugged into phono inputs.You may need to adjust the counterwieght on the arm. If there is not enough pressure, you will not get a good signal from the needle. Product Manual.What cartridge does the SpinDeck use?The SpinDeck uses an Ortofon Stylus 5E. These easily slide on and off if you choose to upgrade.The Platter is not turning properly.Please make sure you have removed the cardboard from underneath the platter.How long should the belt last?The belt should last the lifetime of the unit. If you need a replacement, please email us with your name and shipping address. support@andoveraudio.com

Question 14

Model-One

Accepted Answer

The platter spins but there is no sound?Make sure you have selected phono as your input. Make sure you have removed the cover from the stylus. Use two fingers to pinch and make sure the stylus cartridge is firmly in place on the arm. It is possible to become slightly loose.Can I connect the Model-One to another Amplifier?The Model-One has PRE-OUT (Preamp output): Which outputs an unamplified signal to an external amplifier, or a set of powered speakers. There is also a SUB-Out (Preamp output): A monaural Preamp output for use with a subwoofer.  The manual is available on our web site as well.  https://www.andoveraudio.com/pages/andover-audio-product-supportWhen does the platter stop spinning?The platter will stop spinning on the Model-One if the source is switched to another source such as Bluetooth or Aux, or when the power is turned off.What resolution are the digital inputs?The Optical input will accept up to 24/96 and the Coaxial will accept up to 24/192. So either of those are the primary digital inputs for high resolution. The USB is limited to 16/48 and is there primarily for ripping to a computer. A simple converter like the Douk Audio U2 can be used between a computer's USB to the Model One Coaxial. https://www.amazon.com/Douk-Audio-Converter-Interface-PCM192Khz/dp/B085XPRSGM

Andover Audio Support Center

Model-One Turntable Music System

Model-One Stand

Model-One SubWoofer

SpinBase Speaker

PM-50 Planar Headphones

SpinDeck Belt-Drive Turntable

Songbird

SpinStand