Policies

Shipping

  • All orders over $200.00 ship free of charge via standard delivery to any verified address in the United States of America. 
  • We accept orders placed from anyone, anywhere in the world, however we do not ship to international addresses outside of the USA. 
  • Tracking information for orders is typically provided via email within 3 to 5 business days following the order confirmation. 
  • Should any item(s) in your order be out of stock and/or on backorder status with the manufacturer, we will notify you via email ASAP following your order placement. 
  • Should you require a specific shipping carrier and/or a particular expedited shipping service, please Contact Us for a quote. 

Payment

  • Audio Experience’s online checkout accepts all major credit and debit cards (Visa, MasterCard, Discover, American Express), PayPal, Afterpay, Zip, Apple Pay, and Google Pay. 
  • ACH bank transfer is also available for clients who prefer it; please Contact Us to arrange. 
  • All payment methods are accepted at the client’s discretion, with ACH bank transfer being our preferred method where convenient for the client. 

Order Placement & Availability 

  • When placing an order with Audio Experience, prepayment in full is required regardless of the order fulfillment method as we do not stock anything but rather place orders with the manufacturers on an as needed basis. 
  • Specific product availability and lead time will vary, both by manufacturer, as well as by product. Further details can be made available upon request.

Order Cancellation or Modification

  • Cancellations or modifications requested prior to shipment from the manufacturer are subject to a 3.5% cancellation fee calculated on the cancelled order total or the value of any removed item(s).
  • Additions of items to an existing order may be made at any time prior to shipment from the manufacturer at no additional charge.
  • Cancellations or modifications requested following shipment from the manufacturer are subject to a 25% cancellation fee calculated on the cancelled order total or the value of any removed item(s).

Returns

  • Any brand-new item purchased from www.shopaudioexperience.com or directly via Audio Experience and fulfilled via shipment may be returned for any reason. 
  • Custom manufactured items made to order (FormAtWood panels, etc.) are non returnable and non refundable with zero exceptions. 
  • Any and all returns requested for any reason other than the received item(s) being DOA (Dead On Arrival) are subject to a 25% restocking fee with return shipping costs paid by the buyer.
  • Returns for DOA items carry no restocking fee, return shipping costs are covered in full by Audio Experience, and either a replacement item or a full refund will be issued.
  • All return requests must be submitted exclusively via email no later than the 7th calendar day following the delivery of the completed order to its destination. To return an item, please Contact Us with your order number and the specific product(s) you would like to return for further instructions.
  • Once the return request has been approved, a confirmation email with an RMA number will be sent. Buyers are responsible for providing valid return tracking information via an email reply no later than the 3rd business day following receipt of their RMA approval email. 
  • In any/all cases if an order is returned in a condition different than received, if a return request is initiated past the 7th calendar day following the delivery of the completed order to its destination, or if return tracking is provided to Audio Experience past the 3rd business day following receipt of their RMA approval email, the return and subsequent refund will be denied.

Standard Pre-Orders

  • Standard production items that are either pending release or are temporarily out of stock or on backorder with the manufacturer will require a deposit of 25% of MSRP for a preorder to be placed. 
  • Cancellation and full deposit refund is allowed up until the point at which the manufacturer provides an invoice or sales order confirmation. 
  • Upon order confirmation by the manufacturer, the remaining 75% of MSRP is due within 5 business days and any cancellations or unpaid balances from this point forward will result in a forfeited deposit.

Limited Run Pre-Orders

  • Preorders of limited edition items with a finite production quantity that are available without guaranteed allocation, require a 50% deposit. 
  • Deposits are fully refundable solely in cases where allocation is not met. 
  • Refunds will not be granted until the manufacturer definitively updates the purchase order confirming that allocation will not be met and the order will not be fulfilled. 
  • Refunds will be issued immediately upon notification by the manufacturer that allocations have expired and your order will not receive allocation for fulfillment. 
  • Upon order allocation confirmation by the manufacturer, the remaining 50% is due within 5 business days. 
  • Any cancellations or unpaid balances from this point forward will result in a forfeited deposit.

Warranty

  • Since Audio Experience is an authorized dealer for every single brand we represent, this means when you trust us with your business you will ONLY receive brand-new products sourced directly from the manufacturer that provide you coverage with the full manufacturer’s warranty. 
  • Any item sold other than in brand-new condition, and/or deemed as “Manufacturer Refurbished”, “B-Stock”, “C-Stock”, “Showroom/Floor/Demo Model”, or “Pre-Owned/Used” will be EXPLICITLY stated and will therefore not include warranty coverage of any kind.
  • Should you require a warranty claim for any brand-new item purchased from Audio Experience, please contact us and we will work with the manufacturer on your behalf to sort out your situation as quickly as possible. 

Pricing, Sales, Discounts, & Promotions

  • Audio Experience sells brand-new products sourced directly from our partner brands exclusively at the MSRP price set by the manufacturer, without exceptions. 
  • We do not price match or participate in negotiation, haggling, or bartering of any kind. 
  • Audio Experience participates in all sales, discounts, and promotions originating at the manufacturer level and does not offer sales, discounts, or promotions beyond the scope of those made available by the manufacturer.
  • Any item sold other than in brand-new condition, and/or deemed as “Manufacturer Refurbished”, “B-Stock”, “C-Stock”, “Showroom/Floor/Demo Model”, or “Pre-Owned/Used”, will receive a price match with any competitors currently advertised price at the time of purchase in like condition. 

Communication

  • Any / all inquiries submitted to Audio Experience via email, text, or voicemail will be responded to within 2 business days (Monday to Friday) under normal circumstances. 
  • If the inquiry falls on a day we are closed for any reason, a notice on our phone voicemail system will be available with the estimated reopen date. 

Pre-Purchase Services & Post-Purchase Expectations 

  • Audio Experience does not provide complimentary pre or post purchase support of any kind, regardless if it is related to anything purchased from Audio Experience, or related to anything currently or previously owned that may or may not be in any way related to anything purchased from Audio Experience. Examples of this include but are not limited to technical questions, product troubleshooting, product education, consultation, etc. 
  • Any and all pre/post purchase support of any kind other than the processing of warranty claims will carry a fee of $200 per hour with a one hour minimum.  

Consulting Services

  • Audio Experience provides professional design and consultation services related to our 3 core services (stereo/home theater/custom install) at the rate of $200 per hour with a one hour minimum for in person consultations, $150 per hour with a one hour minimum for phone or zoom consultations, with post consultation follow-up work at the rate of $150 per hour with a one hour minimum. Contact Us to learn more. 

Product Installation

  • Installation services are available pending approval and are billed at the rate of $150 per hour with a one hour minimum, inclusive of the time accrued traveling to and from the installation site. 
  • We do not provide installation services for anything not purchased from Audio Experience and/or involving any component not purchased from Audio Experience and reserve the right to refuse any/all installation requests for any reason. 

Privacy Policy

  • Audio Experience will never share or sell any of your personal information under any circumstances beyond the scope of conducting normal business operations which includes our partner brands and their corresponding rep firms where applicable. 

Questions

  • For any other questions you may have, or for further clarity on any of our policies, please Contact Us with your inquiry. We would very much prefer receiving a question to anyone not asking but instead making an assumption. Wherever possible, we would like to avoid any situation or opportunity that allows misunderstanding, miscommunication, or poor experience.