Logistics FAQs

How will I receive my serial number?

Your Live 9 Intro serial(s) will be sent to you via email as soon as your Push units start shipping. The serial number(s) will then need to be registered to your account.

How do I register the serial numbers to my account?

Please create an Ableton.com account and click on ‘Register a product.’ You will then be able to enter the 24-digit serial number that was emailed to you.

How long will it take to receive my order?

Shipping time may vary, depending on your location and your respective shipping carrier.

As soon as your order has left the warehouse, our fulfillment partner will send you a dispatch notification with tracking information from the designated courier (FedEx/UPS/DHL/USPS) with a link to their website.

How can I track my shipment?

As soon as your order has left the warehouse, our fulfillment partner will send you a dispatch notification with tracking information from the designated courier (FedEx/UPS/DHL/USPS) with a link to their website.

If you haven’t received any shipment notification, please contact your Local Brand Manager or Ableton Support (contact@ableton.com).

Will I have to pay for customs fees and/or additional taxes? / The courier service contacts me with questions regarding import. What do I do?

Import duties and taxes for donated Push units are NOT to be paid by you but are collected/invoiced by the shipping courier/postal service to Ableton AG. However, customs might contact you since you are the importer of record.

Please contact Ableton Support (contact@ableton.com) if you are unsure of how to fill in any documents.

I haven’t received (all of my) Push units or my order is damaged. What do I do?

Each educator should check the order - ideally as soon as it’s been received or within one week after reception.

Any damage - whether outside or the inside of the parcel - should be documented.

Please inform Ableton Support (contact@ableton.com) as soon as possible with an Ableton reference (Invoice ID/Shipment ID) in case of damage a wrong product being shipped or a missing shipment.

Ableton can only claim damaged goods at the courier service within a certain time frame. Each case must be checked individually, so there is no guarantee the receiver gets the goods replaced. For more details please read through the relevant courier service damaged package claims service (e.g. UPS/DHL)

I don't have power supplies for my Push units. What do I do?

Please note that Push should be fully functional when powered via USB. The power supply merely increases the brightness of Push's buttons and pads.

If Push is drawing too much power from your USB port, please contact Ableton Support.

If you would like to increase the brightness of Push's buttons and pads, we suggest to source a power supply with the following specifications:

  • Output: 6.0 V; 1000mA
  • Input: 100-240 V
  • 5.5 x 2.1 mm DC plug