Stack Audio Owners & Discussion Thread

[parrasaw]

Okay.

Josh at Stack is now aware that a SN member thinks that he  was incorrectly charged VAT. Josh will look at that and will fix it if it has occurred, as soon as @Toeknee gets in touch with him about his order.

I have also asked @Toeknee to let Josh know about the potential overcharging on the duties etc, so that too can be sorted appropriately.

I say "potential overcharging" because at this point I don't know exactly what was ordered and paid for etc, and that sum is the basis for the charging of duties.

As I said earlier - Josh and Theo at Stack are terrific people, who value all of their customers, and I am confident that @Toeknee will be properly assisted in this matter.  

Edited November 5, 2024 by parrasaw

[agisthos]

I have shipped dozens of orders from the UK, including from Stack Audio, and never been charged VAT. I am sure this is a one off anomaly.

 

Check your final invoice totals before payment to be sure.

 

 

[givita_burl]

I found the Stack Audio website a little confusing WRT application of VAT. I confirmed with Josh that the price on the website was exclusive of GST - a new website is coming that will be clearer. If the invoice does not state VAT, perhaps it wasn't charged, but no doubt Stack will clarify in the subject instance.

As for application of GST, that is confusing for a whole host of reasons. IIRC, GST is due on all imported goods irrespective of value (thanks Mr Harvey) but in practice is not levied on many imports below $1000 (which were once exempt). When levied, it is charged at 10% of the value of the taxable importation. The value of the taxable importation is the sum of: the customs value (CV) of the imported goods, any duty payable and the amount paid or payable to transport the goods to Australia and to insure the goods for that transport (T&I).

The big players (Amazon, eBay, etc) DO collect GST on low-value imports.

[Bronal]

2 hours ago, givita_burl said:

I found the Stack Audio website a little confusing WRT application of VAT. I confirmed with Josh that the price on the website was exclusive of GST - a new website is coming that will be clearer. If the invoice does not state VAT, perhaps it wasn't charged, but no doubt Stack will clarify in the subject instance.

As for application of GST, that is confusing for a whole host of reasons. IIRC, GST is due on all imported goods irrespective of value (thanks Mr Harvey) but in practice is not levied on many imports below $1000 (which were once exempt). When levied, it is charged at 10% of the value of the taxable importation. The value of the taxable importation is the sum of: the customs value (CV) of the imported goods, any duty payable and the amount paid or payable to transport the goods to Australia and to insure the goods for that transport (T&I).

The big players (Amazon, eBay, etc) DO collect GST on low-value imports.

 

Am I right that the sequence of charging is as follows:

 

(1) Customs value of the goods (I assume this is the base price paid without GST or other charges) + (2) import duty +-(3) shipping and insurance + (4) GST calculated as 10% of the total of (1), (2) and (3).

 

For example, say the base price of the goods is $1000, import duty is 5% and shipping and insurance is $20.  Total cost would be 1000 + 50 + 20 = 1070 x 110% = $1177.

[givita_burl]

3 hours ago, Bronal said:

 

Am I right that the sequence of charging is as follows:

 

(1) Customs value of the goods (I assume this is the base price paid without GST or other charges) + (2) import duty +-(3) shipping and insurance + (4) GST calculated as 10% of the total of (1), (2) and (3).

 

For example, say the base price of the goods is $1000, import duty is 5% and shipping and insurance is $20.  Total cost would be 1000 + 50 + 20 = 1070 x 110% = $1177.

Alan, I haven't checked the regs but I think you have that correct.

[parrasaw]

Some additional information about the issue raised here by @Toeknee :

1. @Toeknee has emailed Josh re the issues, and hopefully he will soon hear back from Josh.

Last night, I received a couple of emails from Josh who at that stage was awaiting  contact from @Toeknee.

In the meantime Josh brought to my attention the following, which I think will clarify a couple of other matters which have arisen during the earlier discussion on the thread.

 

2. Stack Audio have a "location based" ordering system. VAT should only  ever be charged to EU and UK customers.

If there has been a glitch in the system, Josh will rectify that and immediately refund such to @Toeknee .

It is my understanding that Josh will also work with @Toeknee to get to the bottom of, and sort out the matter of the Fedex charges which seem to be excessive.

 

3. On the Stack website, there is a section entitled "Shipping Information" (bottom of Home page). I have copied some of it below, and highlighted a couple of sections relating to  matters, raised in discussion on this thread,  and  about Australian orders more generally:

 

 

"International Shipping & Return policy – Useful Information

Stack Audio frequently ships globally direct to customers. This page provides general guidance on duties.

Disclaimer

Customs duties, rates and shipping information change frequently. You should always check your country’s customs website for information on importing items for personal use. Whilst we try to keep the data as accurate as possible Stack Audio cannot be held responsible for any incorrect information on this page.

All EU AUVA orders are now shipped from our Netherlands warehouse to avoid import duties for our customers. As such, IP-based country specific VAT will be automatically applied to EU customers whilst browsing our website.

Order dispatch estimates

1-2 day estimate on AUVA 50s, EQs & SmoothLAN, 5-day current lead time on AUVA 70 and 100s.

Orders from United States of America

Average delivery time 2-4 working days

Stack Audio does not charge sales tax to customers in the USA. If you are viewing Stack Audio from outside the UK with a US IP address prices shown will be without Sales Tax (VAT). Please check your state specific import & duty information for accurate pricing. www.simplyduty.com is a great tool to use to do this.

Orders from Australia

Orders from Australia over the 1000AUD mark may be subject to import duties. Please use www.simplyduty.com to calculate potential costs.

Orders from within the European union  

Average delivery time 2-4 working days

Due to now shipping from directly inside the EU through our Netherlands distribution center to avoid unexpected import fees and duties for customers, IP-based country VAT will be applied to all AUVA prices on our website.

Stack Audio EU EORI number: NL827303038 NL, VAT number: NL827303038B01.

Orders from the rest of the World

With orders from countries outside of the EU, USA and UK, please refer to your countries customs websites for information regarding importing items for personal use and local customs duties.

A helpful tool for working out country specific import and duties can be found here: www.simplyduty.com

You will need to use the HS code applicable to the items:

AUVA products: 40169990

What is a HS CODE? The Harmonized System is a standardized numerical method of classifying traded products. It is used by customs authorities around the world to identify products when assessing duties and taxes and for gathering statistics".

 

4. Several members queried what might be the process if/when purchasers may wish to return products.

I think that Stack Audios policy in this regard is very fair and reasonable for consumers, and I include the following from the same section on the Home page on their website:

 

"Returns Policy

AUVA

All products come with a 30-day money back guarantee. The period will commence once you have received the AUVAs. AUVAs must be returned with proof of purchase and in the original packaging, complete with all supplied fittings and accessories in original condition. This includes the AUVA user guide, spikes, felt pads & threads. Accepted returned items will be offered for re-sale as ‘B-Stock’.

SmoothLAN

The SmoothLAN network filter is also covered by a 30-day money back guarantee and an extended 2-year warrantee should there be any faults during use.

General Moneyback conditions

We are extremely confident with the performance of our product. As such, if you would like to return the product to us, we will cover the shipping costs for the return & provide you with a returns label.

Refunds will be processed within 2 working days of receiving your return package following inspection of the condition of the contents.

Warranty

In addition to the Moneyback guarantee, all Stack Audio products are guaranteed for 3 years from the date of purchase against defects in manufacture and design. 

This warranty applies to the first owner and is not transferrable. 

Items must be returned in the original packing with all supplied accessories and fittings. 

This warranty is limited to the repair or replacement of the equipment at our discretion. 

Exclusions

The following are not covered by the Stack Audio warranty.

Damage caused by incorrect installation, connection or packing.

Damage caused by any use other than the correct use described in the User Guide, negligence, modifications, or use of parts that are not made or authorised by Stack Audio.

Damage caused by faulty or unsuitable ancillary equipment.

Damages caused by accidents and causes beyond the reasonable control of Stack Audio.

Products where the serial number has been altered, deleted, removed or made illegible.

Repairs or modifications that have been carried out by an unauthorized person including to the installed software on the LINK.

The Stack Audio Moneyback Guarantee and Warranty do not affect your statutory rights".

 

5. Website Information.

Stack Audio are working on their new website, which should be launched mid November. 

 

 

Edited November 5, 2024 by parrasaw

[sir sanders zingmore]

If I'm understanding it correctly, the returns policy says there is no restocking fee and they pay for postage.

Thats seems pretty excellent to me 

[parrasaw]

35 minutes ago, sir sanders zingmore said:

If I'm understanding it correctly, the returns policy says there is no restocking fee and they pay for postage.

Thats seems pretty excellent to me 

I agree.

I think it is very fair to the consumer

[Toeknee]

Ok so on suggestion from a couple of you guys I emailed Stack audio to tell them of my unexpected $340 hit (customs charges) and they have got back to me. I'm keen to post the outcome so here it is.

It's good news, Josh from SA was just as appalled at the bill as I was and has moved to reimburse me the extra charges incurred. A very friendly gesture indeed and in-line with what people have been saying about the guys down there, top fellas!

In regards to the confusion regarding VAT, that was also cleared up.  I didn't pay VAT, the initial price that said VAT inclusive was misleading, as I understand it they'll be updating their website soon and everything will be ironed out.

In my email to Josh I suggested that the 50's and 70's could be invoiced and shipped separately for Aussie buyers. So, say you pay 700 pounds for 8 Auva 70's you could be sent them in their two separate boxes of four with 350 pound invoices (or a touch more if there's any extra freight costs). I suggested to send them several days apart, problem solved, no ridiculous $340 bill. There is no SA Auva industry we're trying to protect here. In fact there's nothing like them manufactured here, fair go.

So I'm very happy, they arrived on Monday and look the goods. Can't wait to fix them to my new ATC's (speakers on order, sorry I can't give my thoughts on the 70's until the speakers arrive next year).

Thanks for the support guys, happy ending.         

[parrasaw]

That is a terrific outcome @Toeknee, and hats off to Josh and Stack Audio for their response.

Brilliant.

[awayward]

The Serene Stabiliser arrived today, it will be interesting to see how it performs on a Rega turntable, with the design principle of light weight and rigidity, at only 100g I’m hoping for a positive outcome, time will tell as I’m just playing the first record with it on.

 

[vivianbl]

My Serene Stabiliser ( pre - production) arrived a week ago. Played 2 side’s first, to get the equipment and cartridge loosened up then put the stabiliser on! 

Stabiliser felt heavier than I had imagined  and a nice feel to it. Beautifully crafted to fit into hand. 
 

With some trepidation placed it on spindle whilst spinning. Easier than I thought and was easy to lift off as well.

 

It has now joined other Stacks on the LP12. An early risk taker I was - Black Ultimate Top plate, Ultimate baseboard and cross brace.

 

The other TT components are the Linn Keel, KRadikal 2, red Collaro mat, Audio Origami PU7 Ti with new (25hrs) cartridge.

[awayward]

3 minutes ago, vivianbl said:

My Serene Stabiliser ( pre - production) arrived a week ago. Played 2 side’s first, to get the equipment and cartridge loosened up then put the stabiliser on! 

Stabiliser felt heavier than I had imagined  and a nice feel to it. Beautifully crafted to fit into hand. 
 

With some trepidation placed it on spindle whilst spinning. Easier than I thought and was easy to lift off as well.

 

It has now joined other Stacks on the LP12. An early risk taker I was - Black Ultimate Top plate, Ultimate baseboard and cross brace.

 

The other TT components are the Linn Keel, KRadikal 2, red Collaro mat, Audio Origami PU7 Ti with new (25hrs) cartridge.

Very nice, but you didn’t really mention the improvements if any?

[vivianbl]

23 minutes ago, awayward said:

Very nice, but you didn’t really mention the improvements if any?

I am reserving judgement till I’ve done about 50-60hrs on my new cartridge-  is also changing with use! I can then do a better evaluation.
 

However, with the three different LPs I tried at the time, the difference can be heard - reduced noise floor, clarity:detail. However, the impact on the musical appreciation differed. One LP was too “clinical”, the other a live concert conveyed the space and ambient detail much better. The third was really quiet, slightly more detail, but lost some of the “PRaT” as it were.

 

So a mixed bag. Decided to leave it and test out after more hours ( and stability of presentation) on the cartridge.  
 

[awayward]

7 minutes ago, vivianbl said:

I am reserving judgement till I’ve done about 50-60hrs on my new cartridge-  is also changing with use! I can then do a better evaluation.
 

However, with the three different LPs I tried at the time, the difference can be heard - reduced noise floor, clarity:detail. However, the impact on the musical appreciation differed. One LP was too “clinical”, the other a live concert conveyed the space and ambient detail much better. The third was really quiet, slightly more detail, but lost some of the “PRaT” as it were.

 

So a mixed bag. Decided to leave it and test out after more hours ( and stability of presentation) on the cartridge.  
 

Fair call, thanks.

[vivianbl]

On 5/12/2024 at 7:46 PM, vivianbl said:

I am reserving judgement till I’ve done about 50-60hrs on my new cartridge-  is also changing with use! I can then do a better evaluation.
 

However, with the three different LPs I tried at the time, the difference can be heard - reduced noise floor, clarity:detail. However, the impact on the musical appreciation differed. One LP was too “clinical”, the other a live concert conveyed the space and ambient detail much better. The third was really quiet, slightly more detail, but lost some of the “PRaT” as it were.

 

So a mixed bag. Decided to leave it and test out after more hours ( and stability of presentation) on the cartridge.  
 

 

Following up about the initial use of the Serene Stabiliser. Tried it again after I had done about 100hrs (and sound character had settled) on the new cartridge- Mutech RM Kanda Hyabusa. I use a Linn LP12/ Audio Origami PU7Ti.

 

Unfortunately, the stabiliser made the presentation leaner and lost the “body” of instruments/ voice. I wondered whether it was accentuating the effects of the inaccurate set up of the VTA. The arm slopes down noticeably from pillar to headshell and this is made worse by the thin Collaro mat.

 

Anyway, I had ordered the Serene mat to try out and decided to hold off from correcting the VTA. The Collaro mat is about 1.5mm in thickness , the Serene mat about 2.5mm and also has 4 spring loaded pimples that the record appears to sit on. That probably adds a further 1-1.5mm. So thought might not need to adjust the arm.

 

The mat arrived on Friday and used it on Saturday. Got a bit of a surprise when I took it out of the poly type record sleeve it came in. The static was so strong the hairs on the back of my hand and forearm were “ electrified” and the mat was attracting specs of whatever was nearby. Quickly put it on the platter hoping to drain away the charge( ( if that was possible!)

 

Ended up using a damp microfibre cloth to wipe the mat clean. There was no problem taking /flipping the records on and off and no pops and clicks when played,

 

The mat is quite substantial and heavier than I had expected. Looked quite nice, well made and fitted inside the platter lip precisely. 

 

 

I could notice the difference in sound immediately but wondered if that was the difference in VTA, but it also changed from the 1st record to the 4th or 5th. Not sure if the springs got warmed up by then!

 

Anyway after the Saturday and then Sunday session in air conditioned comfort, I am pleased to say that I am happy with the improvement in SQ with the Serene mat. The clarity, clean presentation and quietness/ low noise floor was evident. What also became obvious was the low level detail, the nuances, colour and contrast, spatial/ ambient information and what I call “musical” information- the touch on the piano keys or guitar. Not night day type experience, but just adding to the appreciation of the performance.

 

The other aspect that struck me right from the start was that I was picking up the emotion and feeling of voice and instruments- that extra little detail of expression. Being an objectivist and measurement sort of guy, wondered how can I capture this and show it with a set of numbers?.

 

Well, SS per minute was good enough for me. Had  a consistently higher result using the Serene mat!

 

As you can discern I’m quite pleased with the initial result of using the Serene mat within the parameters of my system and acoustic environment. 

 

I’m still ambivalent about the results with the Stabiliser. I did try it in combination with the Serene mat, but preferred the presentation without the stabiliser. 

 

This week I’m going to attempt to get the VTA/,tonearm parallel, see what impact that has with the mat and in combination with the stabilizer.

 

Photo of the tonearm slope on a Serene mat and 180g record.

[075Congo]

I am currently awaiting two orders from Stack Audio for 1) a set of 4 AUVA EQ isolators and 2) a set of AUVA 70 isolators to suit my Wilson Benesch Vector loudspeakers. Dealing with Josh has been a great experience and I have certainly not had to pay Australian Customs Duties for my current order nor for a previous order.

The care and diligence by Josh to my AUVA 70 order is worth noting. I sent photos of the WB spike bolt to Josh and in consultation with his technical staff he came up with the correct type of bolt for my speakers.

The shipping charges used by Stack Audio are very low compared to other types of International Shipping charges. Stack Audio use the ROYAL MAIL INTERNATIONAL Courier service with 10 day delivery time from the UK to Buderim in Queensland. The packaging used is among the very best I have encountered.

I can thoroughly recommend Stack Audio and my experience with the AUVA EQ device is excellent.

[075Congo]

Just an update re my Stack Audio orders. My set of 3 AUVA EQ arrive today.......no extra $ to Customs for Import Duties.........my order for 8 AUVA 70 isolators is on the way....again no extra charge for import duties. Only change is they are using FEDEX for my order.......no shipping charge for my AUVA 70 order as its over 500 Pounds Sterling. Due for delivery on Feb 24.

All is good!

[075Congo]

My Stack Audio orders have all arrived........5 AUVA EQ under my Audio Research DSi 200 Integrated amp..........3 AUVA EQ under my Esoteric K-05XD SACD Player........and .4 AUVA 70 Isolators under my Wilson Benesch Vector Floorstanders.......results are excellent so far in particular the AUVA 70's......... transformed the performance of my Vectors. Need to let things settle with so many changes but so far I am very impressed. They look excellent and are very serious products and not outrageous cost wise.

[075Congo]

The M14 adaptors were not a great fit.......have sent them back to Stack Audio.......they have sourced the "right M14's" from another supplier in the UK.......no extra charge and they are on the way by FEDEX now. Josh Stephenson has been a gem throughout this long process. Full marks for Customer Service.

[parrasaw]

17 minutes ago, 075Congo said:

The M14 adaptors were not a great fit.......have sent them back to Stack Audio.......they have sourced the "right M14's" from another supplier in the UK.......no extra charge and they are on the way by FEDEX now. Josh Stephenson has been a gem throughout this long process. Full marks for Customer Service.

Disappointing about the M14 adaptors, but good to hear that you got a great response from Josh, and that replacement parts are on the way.

I and many others have found as you have - customer service with Stack Audio is always excellent 

[075Congo]

Just re-reading the Stack Audio Installation Guide (4 pages of it).....some of the best information I have encountered for years.......you can read it once you get their products.

 

[Kirby66]

On 12/03/2025 at 4:51 PM, 075Congo said:

Just re-reading the Stack Audio Installation Guide (4 pages of it).....some of the best information I have encountered for years.......you can read it once you get their products.

 

Product, customer service and install info all of top quality ... rare to find someone doing everything right ... well done Stack Audio

 

It would be great to see a local stockist ... I'm looking at you @parrasaw 

[parrasaw]

1 hour ago, Kirby66 said:

Product, customer service and install info all of top quality ... rare to find someone doing everything right ... well done Stack Audio

 

It would be great to see a local stockist ... I'm looking at you @parrasaw 

Thanks @Kirby66, but I am very happy being one of many satisfied Stack Audio customers in Australia.

I am getting on, but I still really admire and appreciate genuine people who are passionate about the products which they have developed and who care about their customers and customer service, and that pretty much describes Theo and Josh from Stack Audio.

[agisthos]

Do Stack Audio have proper marking on the inserts to tell whether its level 1/2/3 or is it still the stickers that fall off?