Frequently asked questions
Answers from the workshop. Can't find yours? Ask our team. We reply Monday to Friday.
Finding the right part
How do I find parts for my exact model?
Use the compatibility finder: type the brand and model printed on your unit (e.g. Sony TC-K611S) and you'll see only parts with a confirmed compatibility record for that model. The model number is usually on the front panel or on the label on the back or bottom of the device.
My model isn't in the database. What now?
Send us the model number and a photo of the unit — especially the rear label. New references are added weekly, and in most cases we can identify the correct parts from service documentation even before the model appears on the site. This is free.
My model has a suffix like E, U, II, MK2 or B. Does it matter?
Try the base model number first — most belt kits and rollers are shared across regional variants (E for Europe, U for US, etc.). Revision suffixes (II, MK2, B) matter more for capstans, pinch rollers and laser assemblies: check that the listed part mentions your revision, or ask us.
How do I know which part is worn?
Typical symptoms: belts — tape doesn't move, drawer won't open, unstable speed, or the old belt is loose, shiny or sticky. Pinch rollers / idler tires — tape gets eaten, wow and flutter. Laser pickups — discs spin but won't read or skip. Gears — clicking or grinding during loading. Describe the symptom to support and we'll point you to the right part type.
Belts
My belt isn't listed. Can you find it?
Yes. We don't custom-manufacture belts, but we identify and source them from documented sizes. Send your model number, a photo of the belt path in the mechanism and of the rear label — we'll find the correct belt for your unit, free.
Can you tell me the measurements of a belt you sell?
No, we don't publish or share belt measurements and technical specs. What we guarantee instead is compatibility: every belt is matched to exact models through our database, verified against service documentation. If you have any doubt whether a part fits your machine, send us the model number and we confirm it before you buy, free.
How do I measure a belt correctly?
Never measure a belt stretched. Fold it in half, lay it flat on a ruler and measure the folded length — the circumference is that × 2. Then note the section: flat belts need width and thickness, square belts the side of the square, round belts the cord diameter. If the old belt has melted or snapped, photos of the pulleys and mechanism let us work it out from service data.
Two different belts are listed for my model. Which one?
When two belts are documented as interchangeable for the same model, we list both so you can compare dimensions against your original. If in doubt, send a photo of the old belt on a ruler and we'll confirm.
Custom-made parts
What can your workshop manufacture?
Pinch rollers, idler tires and gears that are no longer obtainable, made to measure from your part's dimensions and photos — see custom-made parts. For other parts (rubber feet, dampers, knobs, brackets), contact us first with photos and we'll tell you what's possible. We evaluate every request individually and confirm feasibility and price before you pay anything.
What information do you need for a custom part?
Your machine's model, photos of the part (next to digital calipers or a ruler) and of where it sits in the mechanism. For rollers and tires: outer Ø × inner Ø × thickness. For gears: tooth count (the most important number), outer Ø, bore and width. The measuring guide on the custom-parts page shows exactly how.
Shipping & tracking
Where do you ship from, and how fast?
All orders ship from Portugal, normally within 24h on working days, in protective packaging. Delivery time depends on destination and the shipping method chosen at checkout. Within the EU it is typically a few working days for tracked services, and we ship worldwide.
How do I track my order?
If you selected a tracked shipping method, use the link in your shipping confirmation email or the Track your order page. If you chose an untracked (economy letter) method, there's no tracking number — if it hasn't arrived in a reasonable time, contact us with your order number.
Will I pay customs duties?
Within the EU: no — we ship from Portugal, so there are no customs charges. Outside the EU, import duties and taxes depend on your country's rules and are the recipient's responsibility.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna, Multibanco and MB Way (Portugal), Bancontact, BLIK, iDEAL and more — the full list is shown at checkout for your country, and you can pay in your local currency where supported.
Can I use a discount code?
Yes — enter it in the cart or at checkout. The code is validated and deducted at checkout before you pay.
Returns, warranty & support
What if the part doesn't fit?
Contact us first at info@webspareparts.com with your order number and a photo — in most cases we identify the correct part and sort it out quickly. Returns are accepted per our refund policy, and EU consumers additionally have a 14-day right of withdrawal.
Do parts have a warranty?
Yes — parts are guaranteed against manufacturing defects and material degradation; the warranty period is stated on each product page. This doesn't cover wear from use or damage during installation.
Can you help me during the repair?
Yes. Stuck mid-repair? Email a photo of the mechanism to info@webspareparts.com and a member of our team will help, free.
How do I cancel or change an order?
Contact us as soon as possible with your order number — if the order hasn't shipped yet we can change or cancel it. See also cancel your order — right of withdrawal.
A member of our team will reply. Order issues get priority.