Acoustic Sounds' FAQ

International

• Order Policy

1. How much does it cost to ship to my country? 2. What is the best method to ship to my country? 3. Can you ship using the US Postal Service or Airmail? 4. Do you include customs duties and taxes in the shipping cost? 5. What happens of I refuse a delivery shipment? 6. My order was delivered but the packaging and items are DAMAGED, what do I do? 7. My order was delivered but one of the items has a DEFECT, what do I do? 8. What Payment methods do you accept? 9. Return Policy

Acoustic Sounds requires a $50 minimum order for non-continental U.S. customers including those in Canada, Puerto Rico and Mexico.

1. How much does it cost to ship to my country?    We base the shipping amount on the actual weight of your order. We have discounted rates through FedEx and UPS so we can compare shipping costs and find the best rate. We advise placing your order online and in the "Special Shipping Instructions" asking to have the shipping amounts emailed PRIOR to charging your card. This is the only way to learn the shipping amount for your order. Please note: Acoustic Sounds will not understate (lower value) the declared value of any international order. Doing so is unlawful. All orders will be sent at full value. 2. What is the best method to ship to my country?    The best answer to this question is based on your previous experiences. Which carrier you prefer to do business with. There are a few exceptions; FedEx and UPS do not deliver to certain areas. Typically we will choose the carrier that has the most efficient shipping rate to your area based on the weight of your order. If you specifically do not want it shipped by UPS or FedEx you need to make a comment in the "Special Shipping Instructions" on the order page. 3. Can you ship using the US Postal Service or Airmail?    We can ship anywhere in the world using US Airmail. We typically do not use First Class Mail to ship internationally; this method is extremely slow for delivery. If you choose US Airmail or US First Class Mail, your order can not be tracked and we can not file a claim if your order is lost. We can ship your order using Express Mail International, please request this in the "Special Shipping Instructions" on the order page. 4. Do you include customs duties and taxes in the shipping cost?    We do NOT include these fees on your order. Every country has different regulations. Either FedEx or UPS (or your Postal Carrier) will request payment for these duties or taxes. 5. What happens of I refuse a delivery shipment?    Refusing a shipment can be very expensive. We assume you understand your individual country’s import rules. If you refuse a shipment you will be responsible for the shipping costs to your country, any storage fees your order incurred, any taxes your country charged on it and the cost to ship it back to us. We will charge you for these expenses after your item is returned to us. We will send you a bill for these charges. These charges cannot be declined or ignored and they are usually twice what you would have paid if not more. 6. My order was delivered but the packaging and items are DAMAGED, what do I do?    You MUST keep all of the packaging and packing materials and enclosed items together. Immediately contact us. We will need a list of the items that have been damaged and the type of damage the items received. We are then able to make a damage claim to the courier services and with our insurance, which will allow us replace the damaged shipment as quickly as possible. 7. My order was delivered but one of the items has a DEFECT, what do I do?     First read our RETURN Policy (below) which can be found at acousticsounds.com under the “Customer Service” heading on our website and in our “Policies” in our print catalogs.  ~All customers to Acoustic Sounds Inc. are responsible to ship any items back to us! Upon processing the returned items we will send replacements with your next order ($50.00 U.S. dollar minimum) and if a replacement is not available we can will offer a refund.  Under some circumstances there are other options that we may be able to offer, or take advantage of, to remedy a return situation. 8. What Payment methods do you accept?    We accept all major credit cards, personal check, money order, bank wire, and PayPal. For PayPal, please send payment to paypal@acousticsounds.com AFTER you have received your total when shipping is applied. If you choose to send a personal check or money order please wait until you receive the Payment Method email, this will include your full total including the shipping charges. Payments sent must be in US Dollars – otherwise your order will be delayed. 9. What does Ship in Full mean? What are Back Orders and Pre-Orders?     For International orders, we do not allow individual items to be back ordered.  We can ship your full order– this is SHIP IN FULL, this method will delay your entire order until ALL of your items are received in our warehouse.  When using this method we DO NOT charge your credit card until we ship your order.  Please pay attention to RELEASE DATES. ~ The other option is selecting “NO” to Back Orders; this also includes any PRE-orders.  When you select this option any item that is not immediately available to be shipped is DELETED from your order.  It will not be sent on this order or on any future order unless you order it again.  The item is completely removed. 9. Return Policy    We will accept returns of any defective or damaged item for replacement of the same item.  Customer is responsible for shipping back to us.  We will pay the shipping to ship back to you (Continental US customers only).  For International customers, the customer is responsible for returning the item back to us.  We will send your replacement with a $50 minimum order only.  Phono cartridges and Headphones are non-returnable.  If defective, we will exchange for the same cartridge.  There will be a **20%** restocking fee on non-defective merchandise.  We will accept returns within 30 days of the order date.  Please call for an RA# prior to returning.

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