Why won’t you reply to my emails?
If it’s been more than a few days since you sent your email to us or used our contact form then you can be almost 100% certain that we have sent you a reply and it has got lost along the way. Make sure to check your junk and spam folders, both in your email client (if you use one) and via webmail. If you still can’t find a response from us then try sending another email and be sure to include some alternative method for us to contact you, preferably another email address, Facebook/Twitter account, VI-Control forum name, Skype name, or phone number. Adding the domain “xtant-audio.com” and “email@example.com” to your email client’s safe senders or white list will help ensure our emails reach you.
If you still don’t receive a response then you can call us at the number on our contact page.
Where’s the user manual?
Almost all of our sample libraries have a user manual that you can find in the support section of our website or by clicking here. We don’t provide PDF versions of our manuals with product downloads for a number of reasons:
- We often add small changes to the manuals either to correct errors, improve readability, or acknowledge updates to the products.
- Our manuals sometimes include multi-media content such as animations, video, or audio that doesn’t translate to a PDF file.
- By keeping all of our manuals in one place it makes it easier for you to find them, and for us to maintain them and keep them current.
If you need an offline copy you can print the webpage, either physically to paper or to a PDF file, using your browsers built in tools. You can also render a PDF version of our manuals using the free Print Friendly service.
Why do you need my address?
In all honesty we don’t really want to store your address, but are forced to by EU legislation. As an EU based supplier of digital goods we are legally required to charge VAT to our EU customers. We use your billing address in combination with geolocation to establish which country you are in. If you’re in the EU you will be charged VAT.
If you’re outside the EU we are still required to record your billing address as evidence of why we didn’t charge VAT on your order. Even though we only need to know the country you’re in it is necessary for us to keep a full billing address (street address) so that we can provide full VAT invoices when requested – you can access your VAT invoices from your account.
What forms of payment do you accept?
We only accept payment through PayPal but you don’t need to have a PayPal account to make a purchase – you can pay as a guest using a debit/credit card once you get to the PayPal payment stage of the checkout process.
We use PayPal because it is secure and easy to use. We never see or store your PayPal, credit/debit card, or bank details it is all handled securely by PayPal. The only catch is that you need to make a purchase from a country where PayPal is available.
What is your refund policy?
As we deal entirely with intangible software products we cannot normally offer any refunds; you must read the product description thoroughly before purchasing to determine if the product will work on your system and if it meets your needs. This does not affect any other rights that you may have.
If a product you receive is in some way defective to the point of being unusable we will attempt to rectify the problem quickly and send out an update; if however we are unable to provide an update we will issue you with a full refund. You must notify us within 14 days of purchase.
What’s the ordering process?
Find the product you’d like to purchase in the product section of our website and after checking that the product will work with your system and meets your needs click the add to basket button. You can view and edit the contents of your basket at any time by clicking the cart icon at the top right. All prices displayed exclude taxes which will be calculated during the checkout process.
Once you’ve added all the products you wish to purchase to your basket you can pay for them by clicking the checkout button. The only payment method we accept is PayPal but you don’t need to have a PayPal account. We accept payments from any country supported by PayPal. There is a currency switcher at the bottom of every page on this site that you can use to view the prices in a different currency. All payments will be made in British Pounds (£ GBP) regardless of the currency used to display prices.
Once your payment has been processed successfully you will be returned to our website homepage. Shortly after an email will be sent to your inbox. This email will contain a receipt for your order, download links, and serial keys (where applicable) for the products you have purchased. There may be a short delay between checkout and receiving your delivery email, please wait at least 24 hours before contacting support about this. This is because some of our products are watermarked for each individual. Our standard download links expire after 28 days and can be used up to 10 times in that period.
Occasionally our delivery emails find their way into your junk mail or spam folder instead of your inbox so be sure to check if it seems to be taking a long time to arrive. Adding the domain “xtant-audio.com” and “firstname.lastname@example.org” to your email client’s safe senders list will help ensure your order arrives promptly.
All our products are delivered by secure Amazon servers; this is a high quality service that ensures you get a fast, reliable, and secure download. Products with a large file size are broken down into multiple smaller downloads.
If this is your first purchase from our website an account will automatically be created for you and a password will be sent to you via email. Using this password and your email address you will be able to login to the my account section of our website and see your purchase history, access download links, and register support tickets. We recommend that you change your password to something easier to remember when you first log in.
Do you offer trial or demo versions?
To find out if one of our products has a trial or demo version available please see that product’s page on this website.
Will your libraries work with the free Kontakt player?
No. All of our sample libraries require the full version of Kontakt to run. There is a list of the requirements for each of our products on their respective webpages, here you can find out which versions of Kontakt the library will work with. If you load them in the free Kontakt Player they will only run in a time limited demo mode.
Do you have any vacancies?
No but when we do you can find out about them through our newsletter. Please don’t send us CV’s, website links, or career enquires through our website contact page or email addresses.
You can find information and download links product updates on each product’s page on our website. When we have occasion to issue an update for one of our products you can find out about it by visiting our website or if you’re on our mailing list you’ll be able to read about it in our next newsletter.
Where can I leave feedback?
If you have suggestions, feedback, or comments about our products please send us a message using our contact page. You can leave reviews for products you’ve purchased on this site.
Do you offer any discounts?
We aim to set our prices in a range that is affordable for both hobbyists and professionals and believe in offering our products at the same fair price for everyone. We do however occasionally run promotions and discounts which you can find out about through this website and our newsletter. We also provide some of our products as collections at a reduced price.
Why can’t I add your sample libraries to the libraries tab in Kontakt?
The libraries tab functionality is only accessible to sample libraries that have been encoded by Native Instruments, these libraries are also able to make use of the free Kontakt Player. None of our sample libraries have been encoded by NI so they must be loaded manually from the files tab or by using Kontakt’s quick load feature.
You can read more about installing third-party Kontakt libraries by clicking here.
How do I open a .RAR file?
Please make sure your download is complete before you try and open or extract the files. Some of our products are large and are delivered in multiple downloads, in these instances you must download all parts before you open the files. To make things easier all multi part download files are numbered and you only need to extract the first part which will automatically extract the rest.
If you have downloaded all the parts but are still having difficulty opening the files it could be because one part didn’t fully download. To verify this you can check the file size of each part, they should all be the same size, except for the last part (which may be a different size).
If after trying the above you are still not able to open the downloaded files please submit a support ticket.
The download links you receive will be active for 28 days and will allow you to attempt the download 10 times before they expire. If you need to re-download your order after the links have expired you will need to open a support ticket and we’ll be happy to issue new download links; this service is provided as a courtesy and we cannot re-issue download links for products that are no longer available on our web site. It is your responsibility to keep a back-up of the products you purchase.
If you have any problems with your download links please create a support ticket and we’ll do everything we can to resolve the issue.
There is a known issue with the Safari browser and its built-in download manager, we recommend that you do not use this browser to download our products. Firefox, Chrome, Edge, and Internet Explorer are all good alternatives and have no known issues with downloading from the types of secure links we provide. There has also been reports that navigating away from the page or letting the screen dim while downloading with Safari can cause the download to stop so sticking with the page and keeping your screen active might solve the problem for you.
Where’s my order?
Occasionally our delivery emails will end up inside your junk mail folder so be sure to check there if it doesn’t seem to have arrived. A good precaution is to make sure the domain ‘xtant-audio.com’ is on your email client’s safe senders list. All order emails are sent to your PayPal email address so make sure that’s the one you’re checking.
How do I receive my order?
Shortly after you leave the PayPal checkout a delivery email will be created and sent to your PayPal email address. There is sometimes a short delay because some of our products are watermarked for each individual before delivery. Please allow up to 24 hours to receive your email although most will be delivered in a much shorter time (almost instantly).
Your delivery email will contain download links to any products you have purchased as well as a receipt for your records.