🧾Invoice and VAT

Most invoice requests fall into three cases. Find yours below.

I just want a receipt for my records

You already have it. The order confirmation email we sent on the day of purchase is your receipt. Search your inbox for "Playtronica" and "order confirmation".

If you cannot find the email, check your spam folder. If it is still missing, email support@playtronica.com with the email address you used at checkout. We will resend the receipt within 1 business day.

Customs is holding my package and needs a formal invoice

This is common for customers in Brazil, Argentina, Costa Rica, the United Kingdom (after Brexit), and parts of Asia. Customs requires a formal invoice that lists items, value, and HS code before releasing the package.

Email support@playtronica.com with the subject Customs invoice #[your order number]. Include:

• Your order number
• Your shipping country
• The phrase "customs is holding the package" so we mark the email as urgent

We send the customs-ready invoice within 1 business day. The carrier usually releases the package within 24 hours after receiving the invoice.

I need an invoice with my company name and VAT number

For business purchases, your accountant or finance team will need a formal invoice. Email support@playtronica.com with the subject Company invoice #[your order number]. Include:

• Your order number
• Company name as it should appear on the invoice
• Full company address
• VAT number (required if you are in the EU and want VAT reverse charge)
• A PO number if your accounting system requires one

We send the invoice within 1 business day.

I need a quote before buying (B2B)

For business or institutional purchases of 10 units or more, we issue a formal quote. Email collaboration@playtronica.com with the subject Quote — [your organization name]. Tell us what you want and how many.

We reply within 2 business days with a quote suitable for your purchase order.

A note on import duties and taxes

The price on our shop is the price you pay us. For EU customers, VAT is included at checkout — no extra charge at delivery.

For customers outside the EU (United States, United Kingdom after Brexit, Asia, Latin America, and other regions), local customs may charge import duties or taxes when the package arrives. These charges are set by your country's government, not by Playtronica. They are not included in our price.

Common ranges we see:

• United Kingdom: 20% VAT on most packages
• United States: usually below the de minimis threshold, varies by state
• Argentina, Brazil, India: duties of 15 to 40% are routine

We cannot predict the exact charge for your country. If you want certainty before ordering, check your country's customs website.

Ask the community

🤝 For creative, MIDI, and performance questions — ask the Playtronica Friends Facebook group. 4,400 members, peer support. See the community page for what to ask there.

This page is for order issues — tracking, returns, refunds, invoices, warranty. The community cannot help with those. Use the email below.

Still stuck

Email support@playtronica.com. We aim for 24 hours, but a reply may take up to 3 business days.