Shipping & Return Policy
COVID-19 SHIPPING NOTICE:
We strive to ship all orders out with 1-2 business days. However, The COVID-19 pandemic has caused staff and flight shortages at many mail processing facilities in the US and around the globe, resulting in increased delivery times. This applies to both domestic and international orders shipped via regular mail (USPS). We therefore recommend customers use FedEx for all time-sensitive orders at this time.
*If for any reason you decide that our product is not for you, send us an email at: email@example.com within 30 days after your purchase that include your name, original purchase invoice, order number, address, and phone contact. Please write a description of the problem and we will contact you with instructions, and release an RMA# (Return Authorization Number) allowed to send the item(s) back for a refund with re-stocking fee.
*A 10% re-stocking fee will be applied to all returns within 30 days due to customer error or no longer need.
*Customers are responsible for shipping costs on all returns (no merchandise returns after 30 days).
*Product returns must be authorized for return by Soundavo before being shipped back, an RMA# (Return Authorization Number) will be issued by Soundavo and must be included with the returned product(s), freight collect shipments will be refused.
*You are then allowed to send the item(s) back for a refund. Return shipping costs are the responsibility of the buyer. Soundavo recommends using FedEx, UPS or USPS with valid tracking and insurance information. Please retain all of your tracking information in case needed.
*Return Item(s) must arrive in brand new condition, in original boxes and packaging with proof of purchase in order to receive credit, showing no signs of wear and tear, damage, misuse, abuse and must be free of any scuffs, dings, cracks, odors, scrapes and any other imperfections. If any discount or promotional coupons were used during checkout, you will receive a refund less the value of the promotional coupons.
*If the item arrives and is found by our Technicians to be in full operation clear of any defects, the customer can elect to either take a refund minus a 30% re-stocking fee or pay to have the item returned. Furthermore, if an item is returned and found by our Technicians to be damaged misused or abused by the end user, then the buyer is responsible for any and all repair & shipping charges. If a refund is selected, any repair & shipping charges will be deducted from the refund plus a 30% re-stocking fee. All items are generally repaired or replaced and shipped back to you within 14 days of receiving.
Defective Items (30 days after purchase):
*RMA # is a number issued by Soundavo that will need to be written or included on the Return shipping label you provide. Do not write the RMA# on any original packaging
*Refunds for the online order are processed within 2-4 business days after your return has been received and inspected by our return center. Please allow up to 10 business days for the refund to reflect on your credit card or method of payment used.
International Shipping Information & Policy
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
International shipments via USPS
The postal and customs services in many countries are likewise experiencing delivery delays, which when compounded with domestic delays has resulted in parcels being delayed up to 2-3 weeks. As a result, we recommend using FedEx for all international orders at this time.
In addition, postal service to some countries has been temporarily suspended. If you place an order with USPS shipping to a location where delivery is currently unavailable, you will be contacted by our customer service department with options to refund or suspend your order until mail service resumes. FedEx service is still available to these locations.
Customs, Duties, and Taxes:
International shipments may be subject to import taxes, customs duties, and fees levied by the destination country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. Please contact your local customs office for information.
Refusal To Pay Customs:
In the event that a customer wishes to not pay the customs fees associated with their package, it will be returned to Soundavo by their country. Any shipping costs will be on the burden of the customer. If the customer received free shipping, the shipping cost for both trips will be deducted from their refunded amount.
Please note: Some countries will require that customs be paid for even if the package never leaves customs. Refusal to pay customs fees in these countries, will result in the fees and any shipping costs to be deducted from your refunded amount. In the event that your fees exceed the purchase price, Soundavo reserves the right to bill you for the difference.
Products shipped internationally are still eligible for returns. Please note that the shipping cost from us (Soundavo), and any customs fees and taxes that were associated with your package may be non-refundable in the event of a return. International duties are only refundable at the discretion of the country receiving the package. Soundavo has no control of these costs and therefore has no ability to refund them.
We will deduct our cost of shipping it to you from your refund.
Please note International orders are not eligible for Prepaid return shipping, if item is defective, buyer must ship at there own expense.
We do not process exchanges. Refunds are issued on qualified returns, and you may place a new order for the desired product.
Defective Items (within 30 days after purchase via Domestic USA):
*If you believe you have a defective product and are within 30 days after purchase, please contact firstname.lastname@example.org to speak to a Soundavo Technician.
*If the item is defective, we will send you a pre-paid label to return it and then re-ship you a replacement. All items claimed as defective are fully tested upon return to us.
*Please have the order number and customer name on the original order available to speed up the process.
*Defective product returns must be authorized for return by Soundavo before being shipped back, an RMA# (Return Authorization Number) will be issued by Soundavo and must be included with the returned product(s), freight collect shipments will be refused. The Return Authorization Number must be visible on the outside of the box (typed label).
Shipping Errors & Damages:
For a return or exchange due to shipping damages or errors, contact our Customer Service Center at: email@example.com within 14 days from purchase.
Have the order # and customer name from the original order ready when you email.
A Soundavo Customer Service Representative will provide simple instructions for returning the item(s), and instructions on the proper handling of the merchandise. Please be prepared to email photos showing any issues for proof and claim purposes. (Photos must be clear and include packaging, shipping box and item contents). For items damaged in shipping or shipping errors made by Soundavo, a representative will schedule a Damage Call Tag to have the item picked up or will email a prepaid FedEx return label. Note: Photos are required in order to receive prepaid return shipping.
Save the original box and all the packing material to ship item back. Please remove any old shipping labels from the box.
Soundavo does not provide any boxes or packaging material to send back returns.
An RMA # issued by Soundavo must accompany all returns and be included on the shipping label provided by Soundavo. Please do not write the RMA# on the original box or packaging (Unauthorized returns will be denied).
A replacement item will be shipped to you once the item being returned is received
For product defects: Please contact firstname.lastname@example.org and a technician will be speak to you to help troubleshoot your item. For further explanation regarding product defects, see below “2 Year Warranty Repair & Defective Items”