Customer Support

Need assistance with one of our products? Send us an email at the address below to get in touch. Please include your order number and email used at checkout.

[email protected]

Social Media

We love seeing all of the creative ways that artists use our products. If you make something cool with one of our sounds, be sure to tag us so we can see it! (We might even share it with our whole community!)


We accept all major credit cards, debit cards, and PayPal.

We offer a full 100% money-back guarantee on all of our individual products within 30 days of purchase. No bulk orders. One refund per person. To receive your refund contact support via email at [email protected]

Additional terms may apply, please review our full refund policy (found here) before purchasing.

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation and an email containing your download links.

If you have not received either of these emails, a few of things could have happened:

  • The emails could’ve ended up in your spam folder.
  • The emails could’ve been stopped by the spam filter from your email provider.
  • You could’ve accidentally filled in the wrong email address.
  • You could’ve accidentally made a typo in your email address.
  • The order or the transaction could’ve failed, thus not completing the order.

We recommend customers ensure they are checking the same email account that they placed the order with, then check your spam folder.

Following that, check your bank account to see if a payment was made to Black Lotus Audio or BLA, but please be aware that this might not be a real-time accurate overview depending on the payment method you’ve used.

If you are still having trouble with the order confirmation or download link emails, please send an email to [email protected]

Please make sure you’re using the most recent version of Serum and/or Vital.

To update Serum, you can download the latest version from your account here.

To update Vital, download the latest version from your account page here.

If problems still persist or you have any other difficulties, please send an email to [email protected] that includes the following:

  • The product you’re having issues with
  • The specific issue you’re encountering
  • Any other relevant information (DAW, operating system, etc.)

Our products are immediately delivered via email. You can also access your downloads via your account page at any time.

After ordering, you will instantly receive a confirmation email with all of your order details as well as a separate email that contains all of your downloads. 

Yes, send an email to [email protected] from the email address you placed the order with and we will get you sorted. You can also access all of your downloads via the “Downloads” tab on the My Account page.

Yes! All Black Lotus Audio products are 100% royalty free and cleared for personal use, so you can monetize your music without any worry about us!

For more information, read our Terms And Conditions.

We are always looking for talented sound designers, musicians, and content creators to work with us.

Send an email to [email protected] if you’re interested and your portfolio and/or previous works. 


Read Our Full FAQ Here

Business / press inquiries

For any business/media inquiries, please contact us using the email below. Any support requests sent to this email will be ignored. 

[email protected]