Question 1

How will I know when my pedal has shipped?

Accepted Answer

Tracking information will be sent to the email you placed the order with automatically once it has been shipped.

If your order was placed through our Reverb store, tracking information will automatically be added to your order and you should receive a shipping notification from Reverb's automated system.  We typically process orders for 24 hours prior to shipping to allow for any address changes or cancellations. Delivery modifications and order cancellations must be made prior to shipment - we cannot change or cancel orders once they have been shipped.   We are out of the shop on the weekends. Accordingly, orders placed on Friday will ship first thing the following Monday.

Question 2

What is the warranty on your pedals?

Accepted Answer

Hologram Electronics warrants our products to be free from physical defects in material and workmanship for a period of one year from the date of the original retail purchase. If you discover a defect covered by this warranty, we will repair or replace the product. ​ Not Covered by this Warranty: ​ This warranty covers manufacturing defects that arise from the correct use of this device. It is limited to defects in materials or workmanship and does not cover damage caused by unauthorized modification, abuse, lightning or power surge damage. The warranty does not cover the normal wear and tear of graphics, knobs, or enclosures.

Whether you bought it from us, secondhand, or if your warranty is expired, we'll still continue to help troubleshoot technical issues beyond the factory warranty.

Question 3

What is your return policy?

Accepted Answer

We will repair or replace defective pedals, but we do not offer returns on our products.

Question 4

I need to make a change or update my shipping address. How can I do that?

Accepted Answer

No problem! The easiest way to go about modifying your order is by replying to the order confirmation you received when you placed the order. Alternative, you can email us at shipping@hologramelectronics.com with your order number in the subject line. Let us know that you'd like to change your shipping address, provide us with the updated address, and we'll take care of it.   Please be aware that modifications to shipping information must be made prior to shipment.

Question 5

How do I know what firmware is on my pedal?

Accepted Answer

All of our pedals ship with the latest firmware pre-installed. Firmware updates are not made for Dream Sequence or Infinite Jets.

If you've had a Microcosm for a while, or if you bought it second hand, there's an easy way to check.   1. Enter Global Configuration by holding the Shift and Phrase Looper buttons simultaneously for a few seconds. Release these buttons when amber lights animate.   2. Then, tap the Reverse button three times rapidly. If the Mosaic, Haze, Tunnel, and Strum LEDs illuminate, you have the latest firmware (v1.13) installed on your device. If only the Mosaic, Haze, and Tunnel LEDs illuminate, you have an older firmware (v1.12). If an LED in the Glitch FX bank illuminates, you have an older version (v1.1) installed. If none of these happen, your Microcosm has the original firmware installed.    We recommend keeping your Microcosm's firmware up-to-date. Firmware updates will not delete any saved user presets or loops.

Question 6

How do I update the firmware on my Microcosm?

Accepted Answer

Click here to visit the Microcosm firmware page - all necessary files and instructions can be found there!

Question 7

The firmware is failing to update when I try. What's happening?

Accepted Answer

First thing's first, a USB MIDI interface is required for this firmware update. Sometimes audio interfaces equipped with MIDI ports can perform this task, but sometimes they can't. Also, guarantee that the MIDI OUT cable from the MIDI interface is connected to the MIDI IN port on Microcosm. You do not need to connect the MIDI IN cable from the interface to Microcosm's MIDI OUT port.   Next, there are some settings within SysEx Librarian that can help the update run to completion. Here's how:   Go to SySex Librarian -> Preferences -> General. Try increasing "pause between played messages."

Question 8

I don't have a MIDI interface. How can I update my Microcosm firmware?

Accepted Answer

First, make sure that your device doesn't already have the latest firmware:   1. Enter Global Configuration by holding the Shift and Phrase Looper buttons simultaneously for a few seconds. Release these buttons when amber lights animate.   2. Then, tap the Reverse button three times rapidly. If the Mosaic, Haze, Tunnel, and Strum LEDs illuminate, you have the latest firmware (v1.13) installed on your device. If only the Mosaic, Haze, and Tunnel LEDs illuminate, you have an older firmware (v1.12). If an LED in the Glitch FX bank illuminates, you have an older version (v1.1) installed. If none of these happen, your Microcosm has the original firmware installed.    If you have an older firmware and need to update your Microcosm, email us at support@hologramelectronics.com with your serial number.

Question 9

Do you have any dealers in The United States or abroad?

Accepted Answer

We do not. For now and the foreseeable future, our pedals are only available direct-to-consumer from our website (domestic and international) or Reverb page (domestic orders only).

Question 10

I live outside The United States. Can you ship internationally?

Accepted Answer

Yes - we can ship to any country that UPS, USPS, or DHL are currently providing service in. As of April 2022, we are unable to ship to Belarus, Russia, Ukraine, and certain regions in China.    For international orders, we collect a $50 USD fee for shipping, as well as all import duties/taxes required to clear packages at customs. These VAT fees are automatically calculated based on the destination country. These orders are shipped “duties paid,” meaning that all VAT charges will paid for. There will be no additional or surprise charges once your package arrives at customs. With some exceptions, we ship international orders via DHL Express, and these typically arrive in 3-7 days once shipped.   There are some countries that we are unable to collect import duties upfront. In these cases, we still collect the $50 USD international shipping fee, but will deliver “duties unpaid,” meaning that the customer is responsible for paying all fees necessary to clear the package at customs. This applies to the following countries:   Australia Brazil Faroe Islands
India Greenland
Marshall Islands
Micronesia New Zealand
Palau

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