Terms and Condition

Terms and Conditions of Use/Service

Version 5.1 – May 1st, 2019


By using Sound Approach’s website (www.soundapproach.com), users agree to the Terms of Use/Service in full, as detailed and described in the following. If a user does not agree to these terms, they are prohibited from using this website. Sound Approach, LLC reserves the right, at any time, to modify, alter, or update these Terms of Use/Service. By accepting these terms of use, users agree to be bound by any and all statements made therein, in addition to any and all modifications, alterations, or updates as they occur.

If a user has any questions, comments, or concerns regarding any of the following information, please feel free to contact Sound Approach’s Customer Service Department at 877-370-1972 or by email at info@soundapproach.com.

Privacy Policy

Privacy & Security of Personal Information

Sound Approach is committed to protecting the privacy of its customer’s personal information. This information includes, but is not limited to: name, address, phone number, credit card data, and email address. This information is encrypted by using Secure Sockets Layer (SSL) software.

Internally, Sound Approach uses various forms of additional encryption and web security technologies to protect the privacy of a user’s personal data. Only parties responsible for processing an order (i.e. a Credit Card Gateway) have direct access to credit card and/or banking information. Once Sound Approach sends a user’s name, address, and credit card information to the credit card gateway - that credit card data is then removed entirely from Sound Approach’s system.

A user’s name, address, phone number and email address will be stored for future use to securely log in and review previously placed orders, invoices, shipment tracking information, administrator notes, or to place a new order. This information may also be used by Sound Approach for the following purposes (including, but not limited to):

  • Process an order
  • Verify your identity for payment authorization
  • Contact you regarding your order status
  • Ship your order to you
  • Generate anonymous statistics
  • Marketing

A user’s name and address will not be sold to mailing-list firms. Any information (buying habits, personal information, emails, etc.) collected on this site will be held in strict confidence and only used for internal purposes. If users have any questions about how their personal information is being used, please contact Sound Approach’s Customer Service Department at 877-370-1972.


Sound Approach is committed to ensuring that personal information and the contents of its website are secure. In order to prevent unauthorized access or disclosure, Sound Approach employs suitable physical, electronic and managerial procedures to safeguard and secure information collected online.

Sound Approach Website Cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Sound Approach primarily utilizes traffic log cookies to identify which pages are being used. This helps Sound Approach analyze data about webpage traffic and improve its website in order to tailor it to customer needs. This data is used for statistical analysis purposes and then the data is removed from the system.

Overall, cookies allow Sound Approach to provide a customer with a better website, by enabling the monitoring of which pages customers find useful. Beyond this, a cookie in no way gives Sound Approach access to a customer’s computer or any personal information about the user, other than the data a customer has chosen to share with Sound Approach directly. Customers can also choose to accept or decline cookies. Most web browsers automatically accept cookies, but browser settings can also be modified to decline cookies based on the user’s preference. However, this may prevent the user from being able to fully utilize the features available on Sound Approach’s website.

List of cookies Sound Approach may collect

(The below lists include, but may not be limited to the following cookies.)

www.soundapproach.com (Magento 3.0 Server)

Cookie Name





Stores the Order ID that guest shoppers use to retrieve their order status.




Preserves the destination page the customer was navigating to before being directed to log in.




Tracks error messages and other notifications that are shown to the user, such as the cookie consent message, and various error messages, The message is deleted from the cookie after it is shown to the shopper.




Stores translated content when requested by the shopper.




Stores configuration for product data related to Recently Viewed / Compared Products.




Stores product IDs of recently compared products.



Stores product IDs of previously compared products for easy navigation.



 Stores product IDs of recently viewed products for easy navigation                    




Stores product IDs of recently previously viewed products for easy navigation.




Records the time messages are sent by the SendFriend (Email a Friend) module.




Configuration setting that improves performance when using Varnish static content caching.


Persistent Customization Session Cookies (Exempt)

Cookie Name





(Used by Amazon Pay) Value “1’ indicates an authorization error.




(Used by Amazon Pay) Value “1” indicates that the user should be logged out.




A security measure that appends a random string to all form submissions to protect the data from Cross-Site Request Forgery (CSRF).




The value of this cookie triggers the cleanup of local cache storage. When the cookie is removed by the backend application, the Admin cleans up local storage, and sets the cookie value to “true.”




Local storage of visitor-specific content that enables ecommerce functions.




Forces local storage of specific content sections that should be invalidated.




Stores the key (ID) of persistent cart to make it possible to restore the cart for an anonymous shopper.



Appends a random, unique number and time to pages with customer content to prevent them from being cached on the server.




Stores customer-specific information related to shopper-initiated actions such as display wish list, checkout information, etc.




Tracks the specific store view / locale selected by the shopper.


Sound Approach also employs Google Analytics to analyze traffic, sales, browsing history and other information to generate market analysis assessments used to improve its website and streamline the user’s experience.  The following cookies are used when Google Analytics is fully enabled.

Google Analytics

Cookie Name





Distinguishes shoppers and sessions. This cookie is created when the JavaScript library executes and there is no existing utma cookie. The cookie is updated every time data is sent to Google Analytics.




Used to throttle request rate.




Determines new sessions/visits. This cookie is created when the JavaScript library executes and there is no existing utmb cookie. The cookie is updated every time data is sent to Google Analytics.




Saves the traffic source or campaign that explains how the shopper reached your site. The cookie is created when the JavaScript library executes, and is updated every time data is sent to Google Analytics.


Stores visitor-level custom variable data. This cookie is created when a developer uses the


 method with a visitor-level custom variable. This                    cookie is updated every time data is sent to Google Analytics.

Links to other websites

Sound Approach’s website may contain links to other websites of interest as well as hyperlinks for PDF files related to product instructions, owner’s manuals and specification sheets. However, once a customer has used a link to leave the official Sound Approach website, Sound Approach no longer has any control over that linked website. PDF Files are contained within Sound Approach’s database so therefore still fall under these policies.

Sound Approach cannot be responsible for the protection and privacy of any information which is provided while visiting such sites and such sites are not governed by this privacy statement. Customers should exercise caution and look at the privacy statement applicable to the website in question.

Controlling Personal Information

Customers may choose to restrict the collection or use of personal information in the following ways:

Whenever customers are asked to fill in a form on the website, they may indicate the information cannot be used by Sound Approach for direct marketing purposes. If a customer has previously agreed to allowing personal information for direct marketing purposes, they may withdraw their permission at any time by emailing the Customer Service Department at info@soundapproach.com.

Sound Approach will not sell, distribute or lease personal information to third parties unless required by law to do so. Sound Approach may use personal information to send promotional information about third parties which a customer may find interesting if the customer has granted permission for this to happen after consenting to these terms and policies.

Customers may request details of personal information which Sound Approach maintains under the Privacy Act of 1974. A small fee may be applicable for such a release. Additionally, a release of information can only follow after the verification of a person’s identity.

If you would like a copy of the information held by Sound Approach, please write to the following address:

Customer Service Department

RE: Request for Information

Sound Approach LLC

124 Production Drive

Yorktown Virginia 23693

If any information is incomplete or inaccurate, please contact Sound Approach as soon as possible to correct any issues identified. Sound Approach will promptly correct any information found to be inaccurate.

Sound Approach reserves the right to change these policies at any time. It is the responsibility of the user to be informed on any and all Privacy & Security Terms of Use/Service governing their personal information, as well as any and all modifications, alterations, or updates made in the future. Sound Approach is not responsible for informing users when changes, modifications, alterations or updates are made to these Privacy & Security Terms of Use/Service.

Legal Disclaimer

Sound Approach reserves the right to disclose personal information when required by law or in the good-faith belief that such action is necessary in order to conform to the edicts of the law, or to comply with a legal process served on its website or place of business. Sound Approach reserves the right to refuse any sale for any reason, to cancel and refund an order with or without notification. Any questions about such actions that may occur, should be directed to the Customer Service Team.

International Orders

Be advised, International orders may have a longer delay in shipping- especially for first-time clients. International Orders can take up to 2-3 weeks to arrive at customs in the destination country, and may be delayed by customs once they have arrived. Sound Approach is not responsible for any delays once the shipment leaves our facility. Sound Approach will carry out due diligence in the verification of International orders to prevent fraud whenever possible and to the best of its ability.  

Please be advised that certain brands cannot be sold and shipped overseas. This includes (but is not limited to): Electrocompaniet, ATI Amplifier Technologies, WireWorld, & StraightWire. If any sales come in to be shipped internationally, Sound Approach reserves the rigth to reject a sale and process a cancellation and refund at their discretion. 

For more information regarding the shipment of International Orders, please see the Return and Shipping policy link at the bottom of Sound Approach’s home webpage.

International duties, customs, & fees due are paid by the customer. Sound Approach is not responsible for any additional delays, fees, and/or charges arising from shipping products to a Country outside of the United States.

Special Orders

Any product that is marked with the "Special Order" designation is not returnable/refundable. Sound Approach will only exchange a damaged, faulty, or non-working item with a replacement as marked on the product webpage for special order merchandise if the product was originally received by the customer in a condition necessitating such action, at the discretion of Sound Approach.

Orders that are designated as custom-built or made-to-order  are also not subject to a return/refund in most circumstances. Returns and refunds will be determined solely at the discretion of Sound Approach and/or its representatives. 

Special Orders do not qualify for discounts or advertised promotions. 

Reward Points

A client will receive 2% reward points from the total value of a purchase to be used toward a future order. Upon request, a client may have an order refunded via reward points. Please be aware, reward points cannot be exchanged for cash or by refund to credit cards once applied to an account. They can only be used toward the purchase of a new order. Granting of reward points, refunding to reward points, and use of reward points is only allowable at the discretion of Sound Approach and it's employees. Sound Approach reserves the right to deny a purchase using reward points at their discretion. Questions about the reward points policy can be directed to the Customer Serivce Team at 877-370-1972 or by emailing info@soundapproach.com. 


Products marked as elligible for promotions can be discounted according to the advertised discount or promotion currently being offered. Qualifying products and promotions are subject to change without notification. Discounts cannot be applied retroactivetly once an order has been placed. Coupons may be used a maximum of 3 times per user. After the third use, the indicated coupon will no longer be valid. By using our site, you agree to be contacted through remarketing campaigns and/or email marketing campaigns referencing items in your viewing history, items placed in your cart, or through retargeting emails for products we think you may be interested in. Please visit the coupons and discounts page for more information about Advertised Promotions. 

Order Cancellations

Sound Approach requires all orders to be placed in good faith. All information (address, phone, email, etc.) provided by the customer must be current and without errors. Sound Approach reserves the right to cancel and void any transaction it deems necessary, for any reason.

All orders placed go through a stringent fraud and security check. If an order cannot be verified as being legitimate or is suspected of fraud, Sound Approach will cancel the order and inform the customer as soon as possible. Sound Approach will also notify the credit card company or appropriate legal authorities associated with any suspected fraudulent purchase or which poses any degree of risk for data compromise.

Please note that Freight, white glove services, and any special delivery arrangements are non-refundable in the event of returns or cancellation of orders. These services are provided for at additional cost to the client when appropriate or at the client's request. These charges are non-refundable.

Sound Approach reserves the right to refuse retail service to any client for excessive cancellations (three or more during any three month timeframe). Any client meeting these criteria may be subject to having their account locked, blocked, and/or deleted at the the company's discretion. 

Order Acceptance

The receipt of an order number or an email order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. Sound Approach reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of any order. Prices and availability of products are subject to change without notice. Errors will be corrected when discovered, and Sound Approach reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

Credit Card Payment Notice

When customers place an order with Sound Approach, credit card payments will be billed the same day. Most orders ship within 1-3 business days of the placement of the order in accordance with availability and current inventory status. Sound Approach will make attempts to notify a customer if a shipment is expected to ship after 3 business days. Sound Approach’s goal is to provide every customer with a positive shopping experience and fulfill every order as quickly as possible.


Any and all original website design, text, graphics, photographs, or written selections and the arrangement thereof are subject to Copyright infringement laws. Any and all proprietary product material, text, and graphics are Copyright by the original owner/publisher. ALL RIGHTS RESERVED.

Permission is granted on a case by case basis to copy electronically and/or print in hard copy portions of this website for the sole purpose of using the information therein as an information resource. Any use of materials subject to Copyright by Sound Approach, including but not limited to, modification, distribution, or reproduction without the prior written permission of Sound Approach is strictly prohibited.


The Sound Approach website and logo are service trademarks of Sound Approach, LLC. All other trademarks, product names, and company names or logos cited herein are the property of their respective owners. Any use of trademarks from Sound Approach’s website including but not limited to, modification, distribution, or reproduction without the prior written permission of Sound Approach is strictly prohibited.

Links to Other Web Sites

Sound Approach makes no claim or representation, and accepts no responsibility, regarding the quality, nature, or reliability of the sites accessible by hyperlinks from website, or the reliability of websites linking to Sound Approach’s website.

Warranty Policy

Warranties and Disclaimers

Sound Approach intends for any and all information contained within the website or provided via other channels, including information provided by phone and email, to be accurate and reliable. However, since the information and data may have been compiled from a variety of sources, it is provided "AS IS." Information is subject to change without notice, at any time.

Customers expressly agree that use of this site is at their sole risk. Sound Approach expressly disclaims all warranties and/or conditions, express or implied including, but not limited to, the implied warranties and/or conditions of merchantability or satisfactory quality and fitness for a particular purpose or use. Customers agree to use a product for the purpose indicated by a product’s specifications. Customers may not hold Sound Approach responsible for any damage to or issues arising or resulting from the “misuse” of any and all merchandise purchased through its website or by other means.

Sound Approach is an Approved & Authorized Dealer of Merchandise

Sound Approach maintains that it is an approved and authorized dealer for any and all merchandise offered through its website or by other means. Sound Approach is not a manufacturer of any product offered through its services. Sound Approach maintains close partnerships with each of the manufacturers represented on its website. These partnerships are subject to cease without notice to the customer. If a partnership with a manufacturer ceases for any reason, Sound Approach will no longer offer these products. If directed by a manufacturer or controlling entity, Sound Approach will remove any product from its offerings. Sound Approach may remove products without notice to users. Sound Approach is also responsible for maintaining manufacturer-directed pricing of products offered on its website. Subsequently, prices may be adjusted up or down to conform to the requirements as set forth by the agreements between Sound Approach and its partners without notification.

Sound Approach does not maintain manufacturer warranties of the merchandise offered. As an approved and authorized dealer of any and all brands offered, Sound Approach is not responsible for the quality, condition or functionality of any product purchased and therefore is not responsible for repair or replacement of defective products. This responsibility lies solely with the manufacturer of each specific product. However, Sound Approach works closely and diligently with its partners to ensure that the merchandise offered on its website meets certain criteria of quality and therefore offers each in good faith to its customers. Terms and conditions may vary by product and manufacturer.

If a customer has questions regarding any and all warranties, limited warranties, or guarantees offered by a particular manufacturer, they must contact the manufacturer in question directly. However, Sound Approach Customer Service Representatives will assist, to the best of their ability, on any warranty issue as much as possible. Representatives can also provide contact information for a manufacturer when requested. If customers think they have a warranty issue within 15 days of receiving a product, they are encouraged to contact Sound Approach immediately to identify the best course of action and to ensure the product in question is covered under a manufacturer warranty. Many manufacturers have warranties guaranteeing their products for the first 30 days after a purchase and may be able to offer an exchange on defective products within that timeframe. Other manufacturer warranties may vary in length, coverage, and limitations.

Sound Approach also offers extended and accidental warranties on some items. These warranties are offered through a third party called Consumer Priority Service (CPS) and are therefore not the responsibility of Sound Approach to honor. Third party warranties must be purchased at the exact same time as the purchase of a product. Third party warranties cannot be added after an invoice is generated at checkout. Before selecting the extended or accidental warranty coverage option at checkout for certain items, customers are encouraged to first familiarize themselves with the coverage requirements, limitations, statutes, and terms and conditions.

For more information regarding third party warranties, please click on the “Warranty Policy” heading under the “Important Stuff” header at the bottom of Sound Approach’s webpage.

If a customer has any questions or concerns related to Warranties, they are encouraged to contact Sound Approach at 877-370-1972 or by email at info@soundapproach.com.

Extended or Accidental Warranty offered through Sound Approach by Consumer Priority Service (CPS) -

If a customer has any questions, comments, or concerns regarding Extended Warranty Support, they may contact  CPS at 1-800-905-0443  or email CPS directly at  INFO@CPSCENTRAL.COM.

About Consumer Priority Service (Third Party Service for Extended and Accidental Warranty Coverage)

Who is Consumer Priority Service?

Consumer Priority Service was founded on the belief that consumers deserve better service. Putting the satisfaction of the consumer at the forefront of our corporate policy has driven our company to be among the very best at post sale service both on and offline. Our lineup of consumer protection products can be found at America’s largest retailers as well as America’s best boutique shops. Although some of our Authorized Dealers compete with each other they all share one common belief – Consumers Deserve A Better Service Provider. That is why your retailer has selected Consumer Priority service, a place where you, our mutual customer, is always our priority.

Why Do I need This?

Consumer Priority Service Extended Protection Plans provides you with easy protection from potentially high future repair costs. Planning ahead and taking action now can save you the stress of dealing with unqualified servicers should your product become defective. Saving time and money is in everybody’s best interests. We are here for you.

What is Covered?

CPS Protection Plans are extensions of your manufacturers’ written warranty with a few added bonus features. Any malfunctions that would normally be covered within the terms and conditions of the original written warranty would be covered through the life of the Consumer Priority Service Extension. “Our Shield Means You're Protected. “

Benefits of owning a Consumer Priority Service Plan

Zero Deductible

All CPS plans are zero deductible. This means that all costs associated with parts and labor to repair your defective product are covered. Owning a CPS service plan means you’re fully covered.

Total Access

With CPS you can file a claim for repair or replacement 24 hours a day 7 days a week through our consumer network at www.cpscentral.com

In-Home Service

In-home parts and labor protection plans provide service for your products at your home or your workplace. Contact us toll-free at 1-800-905-0443 so that we may arrange for a convenient service time for you.

Express On-Site Upgrade 

With the CPS Express On-Site Upgrade plan, you can now upgrade any of our service plans to include door-to-door service. We'll pick up your defective product from your home or workplace, repair or replace it, and return it to you.

Product Replacement Plan 

Any product that plugs in or takes a battery qualifies for this program. If your product fails to operate properly under the terms of its written warranty, we will replace it, no questions asked!

Nationwide Service 

Consumer Priority Service provides complete coverage across all 48 contiguous states.

No Lemon Guarantee 

If our authorized service center determines your product to be beyond economical repair or they have attempted unsuccessfully to repair your product three times, we will replace your product.

Peace of Mind 

Owning a CPS service plan virtually guarantees that you will get years of use from your product through the duration of the plan.


Return Policy

Sound Approach will accept returns for most items within 30 days of receipt of shipment(s) by the customer. For the terms, conditions, and exceptions related to shipping, please continue reading below. This does not include Special Order items, as indicated on the webpage for these products.

If the product you have purchased is incorrect, defective, or not to your liking, please contact Sound Approach as soon as possible. In order to find a solution that best suits the customer’s needs, Sound Approach may issue a store credit, refund, or exchange on any qualifying purchase(s) which fall within the 30-day return period and meet eligibility requirements.

Certain products which are returned may be subject to a restocking fee of 20%. Please call and speak to a customer service representative prior to ordering if you have questions or concerns about returns or refunds on any merchandise. If your return is subject to a restocking fee, you will be notified of this fact by email with the return instructions. Please be advised that Sound Approach reserves the right to refuse returns in certain situations. 

Important Conditions for Returning Products:

1. In order to process a return, Sound Approach must receive the original box, manual(s), batteries, and all other materials that came with the shipment in order to become eligible to receive a store credit, refund, or exchange on that product. This includes any and all original packing items such as Styrofoam, plastic coverings and/or cardboard inserts.  Each returned product (and included items) must be in like-new condition, fully functional and without any damage, as determined by, and at the discretion of, the Inspection Department staff.

2. Sound Approach will not be held responsible for products damaged during the return shipping process. Products damaged during the return shipping process will not be considered in like-new condition. Damage is considered any loss in functionality of the product through use, wear, transport, or aesthetic issues including, but not limited to; permanent scuffs, dents or scratches, or any other issue discovered by the inspection staff which may impede the ability to re-sell the product at full-market value.

3. If a shipment originally qualified for Free Shipping and the returned item is a non-defective product, the original shipping cost may be deducted from the total of the applicable refund. Some returns are also subject to a 20% restocking fee determined at the discretion of Sound Approach.

4. Special Order items (as indicated on the product webpage) are non-returnable/refundable. Some products can only be returned for an exchange (e.g. Turntable Cartridges/Styli) if they are defective. (Please see the Non-Returnable/Refundable Items sub-section below).

5. Shipping and handling charges on qualifying orders may not be reimbursed unless it is determined that Sound Approach is responsible for the issue necessitating the return of the product(s).

6. In order to return merchandise, customers must first contact Sound Approach by email to request a Return Manufacturer Authorization (RMA) Number. The customer may request this number via email or letter. The customer must state the reason for return when requesting an RMA. This initiates the process for submitting a return for review by the inspection staff for a store credit, refund or exchange. Once a request for a RMA number has been submitted, Sound Approach will respond with an email stating the requirements for return within 1-3 business days of the request.

6. Once an RMA is issued (by email) - it is valid for 14 business days. The return shipment must be dropped off and processed by a shipping carrier before this timeframe expires. After 14 days, the RMA will be canceled and returns will no longer be accepted on that merchandise.

7. Returned products may be subject to a restocking fee of up to 25% of the original sales cost in addition to the shipping fees, when applicable. Typical restocking fees will be 20% of the orginal purchase price. Restocking fees will may also be determined at the discretion of Sound Approach based on the quality of the product upon inspection. A restocking fee is assessed when appropriate and as applicable within the Terms and Conditions agreed upon by the customer by completing a purchase and conducting a transaction for goods services with Sound Approach. As such, Sound Approach reserves the right to charge a restocking fee on any and all products it deems necessary when accepting a returned item. By completing a transaction, a customer agrees to these terms.

8. In rare occurrences Sound Approach may determine a higher restocking fee of 25% is applicable. This is reserved for situations in which it can reasonably be considered and established, that light aesthetic damage is visible on the returned product and therefore it cannot be sold at full-market and/or open box value. Again, this will be at the determination and discretion of the Sound Approach inspection staff.

9. When a returned product fails to meet the established standards or criteria determined by the inspection staff, the return is rejected. When this occurs, no store credit, refund, or exchange will be approved and the product in question will be returned to the client.

10. Please note that Freight, white glove services, and any special delivery arrangements are non-refundable in the event of returns or cancellation of orders. These services are provide for at additional cost to the client when appropriate or at the client's request. These charges are non-refundable.

11. Sound Approach reserves the right to refuse retail service to any client for excessive cancellations and/or returns (three or more during any three month timeframe). Any client meeting these criteria may be subject to having their account locked, blocked, and/or deleted at the the company's discretion and future orders may not be processed and/or fulfilled. Sound Approach reserves the right to cancel/refund any future orders placed by clients who have been determined to fall under this category for repeated requests for cancellations and/or returns. 

12. Please be advised, Sound Approach will not accept returns on products it determines are being purchased for demoing purposes and returned without cause or defect. This includes, but is not limited to, unboxing on YouTube, serial cancellations and or returns, and or situations Sound Approach may identify as such. 

Non-Returnable/Refundable Items:

The following product types are non-returnable or refundable (including, but not limited to): Phono cartridges, Needles/Styli, Alignment Protractors, Stylus-Force Gauges, Cleaning Fluids, Audio Grade Fuses and other one-time-use products or difficult to inspect/test products. Please contact Sound Approach with any questions about the return/refund policies associated with the product(s) prior to purchasing. Any product from a Sound Approach product webpage that states “This product is non-returnable or refundable,” falls into this category. Any product that is listed as a “Special Order” item is also non-returnable or refundable. This includes any made-to-order item, or custom-built product. This classification is stated on the webpage for each qualifying product.

Certain Defective products received by the client which fall into this category may be returned for an exchange. At the discretion of Sound Approach, some items may be returned for an exchange following an inspection to ascertain the validity of a “defective” claim. If a customer receives a defective “Special Order” item, please contact Sound Approach immediately for more information regarding the possibility of exchange or further resolution.

Frequently Asked Questions Related to Purchases, Shipping & Handling:

Why was my Credit/Debit Card Declined?

If your credit/debit card has been declined unexpectedly, please see the following reasons and/or solutions:

  1. Ensure all credit/debit card Information has been entered correctly, including 3-4-digit security code;
  2. Ensure the billing address matches the credit card you’re attempting to charge;
  3. Ensure there are sufficient funds in your credit or banking account to make your purchase;
  4. The credit card or banking institution may require verbal confirmation for the purchase - please contact the institution through the toll-free number on the back of your card to provide permission for the transaction to process;
  5. If you are still having problems after addressing the above possible solutions, please contact Sound Approach Customer Service Team at 877-370-1972 8am – 5pm (EST).

How will my order ship?

Sound Approach will ship a customer’s order using the fastest, safest, and most reliable method possible. The most common carriers primarily used by Sound Approach are UPS, USPS and FEDEX. Sound Approach also has established relationships with various other delivery companies nationwide. Every product on the website has been carefully selected to ship by a particular shipping method in order to provide the customer with an optimal delivery experience. When a customer places an order, UPS Ground is set as the default shipping method for each product. Sound Approach reserves the right to select a different shipping carrier, for any reason, to process and ship an order after a transaction has been completed.

Will I receive a Tracking Number?

When an order ships, the customer will be notified via the email address provided in an account or during guest checkout. Included in this email will be a Tracking Number for each shipment, or for each individual parcel within an order shipping in more than one box. Sound Approach encourages customers to track their package online or over the phone with the shipment carrier. Most shipping companies will provide an estimated delivery date. Be sure to contact Sound Approach if anything seems unusual with the progress of the shipment. If an order has been shipped but the customer is unable to locate a tracking notification email, please check the “SPAM” folder or contact Sound Approach at 877-370-1972 for more information.

On rare occasions, a shipment will not have an associated tracking number. When this occurs, Sound Approach will do it’s best to ensure the customer is made aware of this fact after the transaction has taken place. In even rarer cases, providing the tracking number is not possible before delivery of a package. If a tracking number was not sent out before delivery, Sound Approach may add the tracking number to the account history later (if it is received following delivery) in order to demonstrate proof of delivery. If this happens, Sound Approach will not generate an email to the customer updating them with the tracking number, but will simply add it to the customer’s account.

Tracking Numbers are generally issued to the client within 1-3 business days following the shipment of the product. In addition to email, tracking numbers are updated within each order account from where the order was placed for both active and guest accounts. Tracking numbers can be viewed within these accounts following upload.

How are small parcels shipped?

Whenever possible, Sound Approach will ship smaller, lighter items via UPS or USPS. These companies provide the fastest and most reliable method of shipping available for many items sold by Sound Approach. Depending on how close a customer is to the shipping warehouse, an item will typically arrive between 1 and 6 business days after it leaves the warehouse. Shipping timeframes may be affected by natural disasters, inclement weather, or other unpredictable interruptions in air or ground transport, etc. (this list is not all encompassing).

Sound Approach is not responsible for any item lost, stolen, or damaged after it has been received by the customer. Sound Approach is not responsible for the condition or safety of an item until it is returned and is once again in Sound Approach’s custody, to be assessed for potential store credit, refund, or exchange. Customers are encouraged to purchase optional warranty coverage for their products when appropriate to cover damages from loss, theft, or accident that occurs after their receipt of a shipment or during return shipment to Sound Approach.

Why will an item be shipped via Freight?

Many items sold by Sound Approach are too large or too heavy to ship using a standard parcel carrier. Therefore, the best option is to ship it using a freight carrier. Truck freight is different than standard UPS or US Postal Mail in that the customer will be responsible for carrying the product from the back of the truck into their residential or commercial building. Truck Freight also differs from a regular parcel carrier in that, for residential deliveries, customers will be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.

It is important to remember when a shipment is arriving by truck freight, the customer is responsible for inspecting the package at the time of delivery. If the shipment container (e.g. cardboard box) has any apparent damage, or if there is any reason to be at all concerned about damage, it is the customer’s responsibility to identify it at this stage by reporting it on the Bill of Lading before accepting a delivery. This simply ensures that if there is any damage prior to delivery it will be easier to make a claim and process a claim through the proper channels with the shipping/freight company.

How does this apply to me as the customer?

If a customer is ordering a very large item, please keep in mind that it may require more than one person to help unload it. Oftentimes the customer is responsible for offloading and/or moving the delivery from the freight truck to the residence or commercial building themselves. Alternatively, most truck freight companies offer additional services to help customers move items from the truck into a residence or commercial building. After a customer has received an email with the tracking information, they can contact the shipper directly to inquire about additional services. As the recipient, customers are held responsible for payment to the shipping/freight carrier for any additional services required for delivery of an order. This includes but is not limited to, a lift gate and/or pallet moving services. In many instances, the delivery address must be capable of allowing for a large semi or delivery truck to offload a large or heavy shipment. Sound Approach is in no way responsible for the payment of additional services requested by the client directly from the freight/shipping company.

If a freight/shipping company attempts to make a delivery and the customer is not available to accept this delivery, in some cases a redelivery fee will be charged by the freight/shipping company. Sound Approach is in no way responsible for the payment of redelivery fees charged by a freight/shipping company in attempt to deliver products to the customer. This, and any other associated fees, is solely the responsibility of the customer.

What is the Truck Freight Threshold?

This method of shipping defines where a freight company will deliver a customer’s order. In this case it means: Up to the threshold of the residence or commercial building. For a residential delivery this means to a garage or front door. For a commercial building, the freight threshold is generally at the loading/unloading dock.

Will Truck Freight Drivers help me assemble my order?

Unfortunately, Freight drivers are not authorized to perform any assembly services of products purchased through Sound Approach, nor can they deliver it to the room of choice inside a residence or commercial building. After Sound Approach emails the tracking information, customers can contact the shipper directly to arrange for any additional services that they need or would like. Customers will be responsible for paying the truck freight carrier directly for any additional services.

Will I receive a tracking number if my order is shipped via Freight?

When an item ships via freight truck, customers will receive an email from Sound Approach with a PRO tracking number. Customers can also log into their account with Sound Approach to see the corresponding freight company’s website address and/or PRO tracking number. The freight company will call customers at the phone number listed on their order before delivery to arrange an agreeable delivery date and time. In the case of freight truck delivery, the “free shipping” includes delivery to a home or office, but does not include “inside” delivery or any additional services requested by the customer directly through the freight company. Customers may contact the freight company directly if they need any additional services. Sound Approach is not responsible for payment of any additional services required by the customer beyond shipment of the order. There is usually a charge for inside delivery, varying in price, depending on the freight carrier. If a customer lives on a second or upper level floor, the charge may be greater.

How long after placing my order will my package ship?

Most local warehouse in-stock items typically ship within 1-3 business days following order placement. Local warehouse orders placed before 12:00 noon EST Monday – Friday are processed the same day that the order is placed. Non-local warehouse orders are sent to a shipping or manufacturing warehouse the same or next business day (Monday through Friday) and most are shipped within 24-72 hours of processing through the warehouse. Orders received after 12:00 noon EST will generally be processed before 9:00am the following business day (excluding Saturdays and Sundays). Sound Approach will make every effort to meet shipping deadlines as specified here.

Occasionally, orders may be delayed by unforeseen circumstances or difficulties. Due to the logistics of extensive inventories and availability at various warehouses and distributors, many items are drop-shipped to customers directly from affiliate warehouses, distributors or manufacturers. In some cases, shipment of these orders may be delayed for reasons beyond Sound Approach’s control. When this occurs, Sound Approach will make every effort to inform the client at the contact information (email and/or phone number) provided by the customer at the time of purchase. Sound Approach will make every attempt to keep the client informed of any delay or continued delay.

Rarely, an order may be cancelled at the discretion of Sound Approach due to unforseen complications arising from (but not limited to), website programming errors, erroneous price listings, discontinued products, or other errors. While these situations occur rarely, Sound Approach reserves the right to cancel any order, with or without notification to the client prior to cancellation. In these circumstances, the client will be notified immediately following cancellation or after a refund has been initiated. 

Will Sound Approach ship to an address that is not my home address?

Yes. However, if there is any indication that a credit card is being used without consent of the cardholder, Sound Approach will attempt to verify with the cardholder that the purchase is authorized before shipment can occur. This may result in a shipping delay. If a purchase cannot be verified or is suspected to be fraud, Sound Approach will cancel and refund the order as quickly as possible. The process of verification, cancellation and refunds can take up to several business days.

Does Sound Approach ship outside of the continental United States?

Yes. Sound Approach will ship outside the continental US and internationally. An International shipment will take longer to process and arrive at its destination than a shipment within the continental US. Sound Approach has no control over a package once it leaves the warehouse. Orders can be delayed at customs when leaving or entering different countries. It’s important for customers to be patient as it may take longer for an international shipment to arrive at its destination. These shipments may be subject to additional local fees which are the sole responsibility of the customer receiving the shipment. Sound Approach is not responsible for the payment of any local fees needed to receive a shipment.

Will the return shipping be free if I need to return an item?

If a customer decides they want to return a non-defective item, Sound Approach is not responsible for the shipping costs to ship the item back to the appropriate warehouse. If the item is defective for any reason, Sound Approach will either send a customer a return shipping label, or will reimburse the cost of return shipping following inspection of the returned item. If it is found not to be defective, customers will not be reimbursed for the shipping costs to or from Sound Approach.

When is Free Shipping available?

Items marked Free Shipping on the product page will ship for free within the Continental United States only. Free Shipping is only offered on shipments totaling $35.00 or more. International shipments (including US States outside of the continental US) will always be charged a shipping and handling fee based on the average USPS rates for shipping to the customers location. Shipping costs are calculated by multiplying the estimated weight of an item(s) by an average shipping and handling cost for that weight through an International Carrier.

Free Shipping does not apply to any order totaling less than $35.00.

Sound Approach reserves the right to charge a shipping fee at its discretion.

Please keep in mind that Alaska, Hawaii, and US Territories are considered International and therefore are not eligible for the Free Shipping offer.

Do I have to pay Sales Tax on my purchase?

If a customer’s package is being shipped to California or Virginia then a sales tax will be charged. Virginia state tax is 6% and California has a state tax of 7.25%, respectively. If customers are ordering from California or Virginia, but the shipment’s destination is in another state that is not California or Virginia, the customer will not be charged sales tax on that order.

 *Tax Rates listed are subject to change according to state law. 

Who do I contact for any additional questions or concerns regarding a product, order or shipment?

If a customer has questions or concerns regarding a product, order, or shipment and delivery information, please contact the Customer Service Department via email at info@SoundApproach.com or call Sound Approach directly at 877-370-1972. Office hours of operation are Monday-Friday 8 am – 4 pm. An email request for information will typically be answered on the same or next business day. Customer Service Representatives are available anytime during the hours of operation to take your call.

Limitation of Liability

In no event shall Sound Approach or its officers, directors, employees, agents, successors, subsidiaries, distributors, affiliates, or third parties providing information on this website or via other channels, be liable to any user of the website or any other person or entity for any direct, indirect, special, incidental, punitive, consequential or exemplary damages (including, but not limited to), damages for loss of profits, loss of data, or loss of use arising out of the use or inability to use the site or any information contained therein, whether based upon warranty, contract, tort, or otherwise, even if Sound Approach has been advised of or should have known of the possibility of such damages or losses. 

Customers hereby acknowledge that the preceding paragraph shall apply to all content, merchandise, and services available through Sound Approach’s or other channels. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states, liability is limited to the fullest extent permitted by law. 

This Website is operated by Sound Approach, LLC in the Commonwealth of Virginia. The law of the Commonwealth of Virginia shall govern these terms and conditions, without reference to its choice of law rules. Sound Approach makes no representation that the information in the website is appropriate or available for use in other locations, and access to the site from territories where the content of the site may be illegal is prohibited. Those who choose to access the site from other locations do so on their own initiative and are responsible for compliance with any and all applicable local, state, federal, and international laws.

Use of this site constitutes acceptance of our Terms of Use/Service (ToS).

If a customer has any questions, comments or concerns regarding any of the Terms of Use/Service for Sound Approach, LLC they may contact the Customer Service Department at 877-370-1972 or by email at info@soundapproach.com.