Common questions
The same five questions land in our inbox most weeks. Here they are, with answers — plus a few others people are often glad we wrote down.
The same five questions land in our inbox most weeks. Here they are, with answers — plus a few others people are often glad we wrote down.
Yes — we ship from London (UK) to most countries. Rates are calculated at checkout based on weight and destination.
Larger trade orders to the EU often work better as a courier consignment; email [email protected] if that's you.
In-stock items ship in 2–4 working days from London. Pre-order items have a ship-date shown on the product page:
masterETH — mid Q3 2026 · cueServer + cueDesk — Q2 2026 · quadETH — early Q1 2027.
The Coming soon section on the homepage tracks the current schedule.
At checkout, in full. We use the funds to bring the production batch in.
You can request a full refund at any point before the unit ships — just reply to your order email or use the "Request return / refund" button on your order page.
Go to /account/ and enter the email you used at checkout. We'll email you a secure link (valid 7 days) that lists every order on that address. Each entry deep-links to the receipt and tracking.
Yes — 12 months from delivery on every product. Full terms are in our returns policy. If something has died on you within the warranty period, get in touch and we'll arrange a fix or replacement.
Every order ships with a VAT-itemised PDF receipt attached to the confirmation email — that doubles as your VAT invoice.
If your accounts department needs a specific format (different layout, supplier reference, PO number on the line items), email support and we'll generate one.
Anything that speaks Art-Net or sACN (E1.31) — that includes ChamSys MagicQ, ETC Eos, Hog 4, Avolites Titan, grandMA3, ENTTEC EMU / E.M.U Pro, OLA, QLab, MA on PC, and most software-defined lighting consoles.
The device appears on the network and accepts unicast or broadcast on the relevant UDP ports.
Yes. Both protocols are listened for simultaneously on each port. You don't need to pick one — the firmware merges by priority where they overlap. See Art-Net vs sACN on the wiki for the comparison.
The dualETH and quadETH are nodes — they turn Art-Net/sACN into DMX or pixel output, with two or four ports respectively.
The masterETH is a fleet manager — it doesn't drive lights itself but it gives you a single web UI to discover, configure, monitor, and back up every node on your network.
See the side-by-side comparison for the full breakdown.
Yes — go to /updater/ in a Chromium-based browser (Chrome, Edge, Brave, Opera, Arc). Plug the device into USB-C, click Connect, pick the port, and flash.
All four ESP-based products (dualETH, masterETH, cueServer, cueDesk) are supported. Safari and Firefox can download the .bin but can't flash directly because they don't ship Web Serial.
The firmware updater wiki page walks through the flow in more detail.
Yes — fill in the short form at /edu/discount-request/ from your institutional email. We typically approve within one working day and email you a single-use discount code.
The discount is around 15% by default; we can adjust for larger teaching kits — note that on the form's "use case" box.
Yes — email [email protected] with the quantities you need and the destination. We can offer trade pricing on orders above a small minimum, and we can ship on a per-PO basis for institutional buyers.
Question not covered here? Drop us a line — and if it's a question other people are likely to ask, we'll add the answer to this page.