Customer Service

If you are shopping for a specific type of product which you will be pairing with product(s) you already own but are uncertain of their compatibility please feel free to reach out to us! We have product specialist and technicians on hand who will help ensure that the product you are purchasing is compatible with your setup.

Please be advised that returns are only accepted for product that is found not to be compatible if the item is still sealed and un-opened. Returns for product that is not compatible with your setup are not accepted for product that has been opened.

Sounds Distribution is the authorized retailer for each of the brands available on our website. As such, your purchase is authorized for the manufacturer’s Canadian warranty in full.

Order Tracking

Of course! 

Simply click through to your account page and you will see all your past and present orders.

We mostly ship via Small Parcel Delivery with Signature Required Ground service. Expedited shipping is available and calculated by weight and distance. Delivery is attempted once before the package is held for pickup at a near-by depot for 5 business days. Should you receive a courier slip from an attempted delivery, please arrange to pick up at the depot in the allotted time, or contact us directly and we will be happy to help make arrangements for another delivery attempt on your behalf!

Should the package be returned to us we will contact you to arrange a second ground shipment. If your initial order included Free Shipping, the second shipment will also be free of charge! You will be provided a new tracking number and estimated delivery date. Please be aware that if the second shipment is also returned to us as undeliverable, a restocking fee may be deducted from your refund.

Warranty

Sounds Distribution is the authorized retailer for each of the brands available on our website. As such, your purchase is authorized for the manufacturer’s Canadian warranty in full.

Refunds

Once your RMA is received at our facility it will first be inspected. Then, according to each specific case, exchange or refund using the original method of payment will be forthcoming in the following business days. Feel free to contact us with your RMA number and courier tracking number to inquire on the status of your return. In the case of return for refund, only the cost of the product itself plus applicable taxes shall be refunded and not any shipping charges that may have applied.

If your order has not yet shipped you will receive confirmation of cancellation and Sounds Distribution will credit back the original method of payment.

If your order has shipped you will receive a Return Material Authorization (RMA#) to return the item to us and upon receipt Sounds Distribution will credit back the original method of payment. Return shipping costs are the responsibility of the customer if the cancellation request is submitted after tracking has been provided.

Please be advised that orders that have been refused by the customer without the approval of Sounds Distribution will have the shipping charges deducted from the refund, if forthcoming.

Should Sounds Distribution cancel your order you will be credited the amount of the order on the original method of payment.

Refunds for product returned on RMA do not include any shipping and handling charges shown on the packaging slip or invoice. Any amounts refunded will not include the cost of shipping.

Please be advised that orders that are not delivered but have been refused by the customer without the approval of Sounds Distribution will have the shipping charges deducted if a refund is forthcoming.

Returns

Not to worry! If you receive a defective item, please contact us at 1.888.723.1723 toll free or returns@soundsdistribution.com. We’re here to help! Please be sure to provide as much detail as possible so that we can be sure to help resolve the issue, swiftly! We have brand specialists and technicians on hand to first discern if there is anything than can easily be adjusted remotely to resolve the issue before exploring returning the product for exchange or refund.

If your item is found to be defective we proceed as follows:

Within 30 days of receipt: defective items are eligible for refund or exchange.

After 30 days of receipt but within warranty: defective items are eligible for repair under warranty. Exchange may occur in certain situations and at the sole discretion of Sounds Distribution.

After the warranty period: we are the Authorized Canadian Service Center for all brands we carry. You can contact us to inquire on an estimate for service on your item at any time!

We do our very best with excellent protective packaging to avoid damages during transport. Occasionally, damages occur outside our control caused by couriers but rest assured; we’ve got you covered.

Please keep the shipping packaging and provide photos to returns@soundsdistribution.com or call us at 1.888.723.1723 to begin the claim process. Helpful photos are of any damage to the outside shipping box as well as the interior retail packaging and of course, specifically, to the unit itself.

We will arrange pickup of the damaged item and once it is received at our facility a replacement will be shipped to you, prepaid. It’s that simple!

Having second thoughts? Experiencing issues? Please contact us at 1.888.723.1723 toll free or returns@soundsdistribution.com detailing your issue so that we may proceed accordingly. You may not ship your item to us without first obtaining an Return Material Authorization number (RMA#). Unauthorized returns may be refused. Once your return has been authorized, please ensure we receive your return within approximately 30 days.

Return requests are accepted in the following cases:

Item is defective (within 30 days of purchase).Item was damaged in transit (must be reported within 7 days of receipt, please retain shipping box for courier claim).Item received is not the item ordered.Item is brand new: still sealed and un-opened.

We do not accept returns in the following cases:

Item has been tested/used, is not defective, and simply no longer wanted.Item has been opened and simply no longer wanted.Item sold as B-Stock or Open-Box.Item purchased at Clearance pricing.

Customer support