and Cancellation Policy
If you need to change or cancel an order, this must be done before the
order has shipped. If an order ships before you get confirmation from us that
it has been changed or canceled, you will be responsible for all shipping charges.
To change or cancel an order, send an email to the order dept and/or call 800-213-3021.
Your order is not considered changed or canceled until you get a confirmation
from a customer service representative that the change or cancellation has been
completed. If you send an email or leave a voicemail with us and do not get
a confirmation, we have not received the cancellation/change and your order
has not been canceled/changed.
If you refuse
to accept delivery of a shipment, you will be responsible for all shipping charges
(shipping charges from us to you and any shipping charges back to us, including
any customs fees, where applicable).
If you are having a problem with something you purchased from us, we
want to help. If it is a Sound Professionals brand product, please call
our tech support department at 800-213-3021 and we will personally help you
to resolve your problem. If the problem is with another manufacturer's product,
we will do our best to help you, but you may find that contacting the manufacturer
directly is a more effective way of getting answers to difficult problems. If
the manufacturer informs you that a product that is still under warranty is
defective, we recommend that you ask the manufacturer to assist you directly.
If you are
not satisfied with your purchase and wish to return it, you may do so as long
as it is in BRAND NEW condition (no odors, alterations, scratches, rub marks,
blemishes, tears, etc) with all packing materials and literature within 30 days
from date of receipt. Always ship products back using a carrier approved sturdy
outer carton and adequate packing materials. If the product or packaging is
damaged, your return will be subject to a restocking fee. All refunds and exchanges
are for the value of the product only - shipping charges are NOT refundable.
Note: If an item that was shipped free is returned, the actual shipping charges
will be deducted from the refund - in other words, if you keep the item, the
shipping is free - if you return it, then the shipping is not free. Any orders
that are refused at time of delivery will be subject to all associated shipping
costs including the shipping costs for the product(s) to be returned. A handling
fee may also be charged for orders that have been processed and shipped, and
then refused at time of delivery.
orders, special orders, made to order items, items that specify "not returnable"
on the product detail page are NOT RETURNABLE. It is the customers responsibility
to contact us if a shipment does not arrive on the scheduled day, and to inspect
the contents of the order when it does arrive. If there are any problems with
the order (late, incomplete, damaged, etc), we must be notified within 24 hours
of the scheduled date of delivery, so that we can work with the shipping company
on your behalf to resolve any problems.
If you find
that you need to return a product to us for any reason, please call us at 800-213-3021
or send us an e-mail to obtain a Return Merchandise Authorization (RMA) number.
When you call or e-mail us, please give us the following information:
order number (it begins with "MAS" and is located on your order
confirmation and invoice
- A brief
description of the nature of the return (changed mind, repair, exchange, replacement,
defective, refund, etc.)
contact information (name, address, daytime phone number and e-mail address)
give you a unique RMA# that MUST be written on the return shipping label. Do
not write the RMA number on the package - only on the shipping label. Packages
without RMA numbers on the label will be refused and sent back to you. Returns
are to be shipped insured to the following address:
3444 Sylon Blvd.
Hainesport, NJ 08036
are typically shipped back to you via standard shipping within one week, however,
if needed, we can provide expedited service and express shipping (additional
charge for express shipping). Please call us (800-213-3021) or send us an
e-mail for details.
We at The Sound Professionals pride ourselves in offering our customers world-class
customer service and technical support, before and after the sale. Our staff
is available to you at our toll-free number to assist you with product selection,
technical questions, sales questions and basically anything else you can come
up with to ask us. Our staff is made up of people who actually use the equipment
we sell - musicians, recordists, designers, sound reinforcement technicians.....you
name it, we have folks to help you select the right gear for your needs. We
also pride ourselves on the "soft-sell". We will never push you into
buying anything you don't need and will often suggest a lower priced product
to a customer when it will be adequate for the task.
it comes to pricing, we do our best to offer our customers the highest quality
products at a fair price, with equally fair shipping costs. We do not charge
a handling fee and most of our shipping rates are actually discounted off the
normal book rates. We push hard to get shipping discounts with our shipping
companies and pass these on to our customers. If you find a lower price at another
store, please also check their shipping rate - we have seen other companies
that charge 3 times (or more!) what we charge for shipping. In many cases, these
stores will try to hook in the unsuspecting consumer with a low price on a product,
only to hit them with ridiculously high shipping rates.
the end, the real cost of buying the product will often be higher than a store
(such as ours) that charges a fair price for the product and reasonable shipping
rates. Lastly, many of these companies will not provide you with any assistance
in selecting your products - in many cases, you won't be able to call them at
all, because there is no phone number listed anywhere on their website!
situations where you do find a legitimate company selling the same product and
shipping we offer, at a lower price, please let us know by calling 1-800-213-3021
or sending us an E-mail. Please paste the URL of the website showing the item
you want us to match into the E-mail you send. We will do everything in our
power to meet or beat a legitimate competitors price, including shipping.....and
we will still give you the best service you ever received :-)
We love customers that come back to us and reward them for doing so!
reward points program, which offered discounts up to 3% on subsequent purchases,
has been discontinued. Instead, we now have a flat 5% discount for returning
customers. To receive this discount, please click the live chat button at the
top of this page and we will give you a discount code. This discount can not
be combined with any other type of promotion, rebate or discount. Thank you!
and Extended warranty information
Standard warranties: After 30 days from the date of purchase, products
that exhibit a defect in manufacturing are covered by their manufacturers
warranty. Products manufactured by The Sound Professionals are covered by
our 1 year warranty and should be returned to us. Products manufactured by other
companies should be returned to the respective manufacturer for warranty service.
In either case, the customer is responsible for shipping cost to return them
to the manufacturer.
warranties: If you purchased an extended warranty on a "Sound Professionals"
brand product, you do not need to take any additional action - if you have a
problem with the product in the warranty period, just contact us and we will
help you directly. If you purchased a "Repair Master Extended Warranty",
then you will receive a registration card with your order. You are responsible
for registering your warranty directly with Repair Master. If you do not register
your warranty, your warranty is not valid and will not be honored.