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Customer Service

On this page you will find answers to questions about placing an order, shipping, delivery, payment options, and return policy.  You will find our toll free number listed on every page in the upper right-hand corner of all pages on our web site.  Our mailing address is listed in the lower left-hand corner of every page as well as on our Contact us page.

Your shopping experience starts from the very first impression of SoundAway.  You may have found us through a search engine, a referral, an advertisement, or through word-of-mouth.  Now that you're here, we want you to shop with confidence.  We are members of the Better Business Bureau, Vista Chamber of Commerce, Acoustical Society of America, and No Noise Organization.

Your questions, comments, and feedback are important to us.  We invite you to Contact Us by phone, email, fax, or mail.  We want to hear from you.

Placing an Order

Your first order is just as important as your second, third, and every other order you place with SoundAway.  You can call us, we'll even pay for the call, or shop online using our secure shopping cart anytime of day or night.

Choose the option most convenient and familiar to you

Phone Orders

To place an order by phone call us toll-free at 1-866-SOUND81 (1-866-768-6381) Monday thru Friday from 8:00 AM to 5:00 PM (PST).  When you call, please be ready to provide the following information for each item you wish to purchase:
  • Product Code or Product Name
  • Complete Billing information
  • Your shipping address
  • Your credit card information

Ordering Online

Shop online, at your convenience, using our secure shopping cart.  Find the product you want and select ADD TO CART to place an item in your cart.  Follow the on screen instructions to proceed to checkout where you will be prompted to enter your billing and shipping information.
  • Shop Online anytime, anyday, wherever you have Internet access
  • Use the navigation links on the left-hand menu to find each item
  • Click on the ADD TO CART button to place an item in your shopping cart
  • When you're ready, proceed to checkout

Payment Options:

We accept all major credit cards

  • VISA
  • MasterCard
  • American Express

Other payment options

  • Company Check
  • PayPal
  • Cash (ONLY for in-store purchases)

Shipping Options:

SoundAway will ship most orders, depending on size and weight, via UPS.  Heavy, bulky items, and large orders may ship on a large commercial truck.

You may select from any of the following UPS services

  • UPS Ground typically arrives in 2-7 business days
    • Allow 1 business day for order processing
    • May take 1-6 business days in transit
    • Please allow additional time for back ordered items.
  • UPS 3-Day Select typically arrives in 4 business days
    • Allow 1 business day for order processing
    • Guaranteed 3 business day delivery service, anywhere in the continental USA
    • Please allow additional time for back ordered items.
  • UPS 2nd Day Air
    • Allow 1 business day for order processing
    • Guaranteed 2 business day delivery service within USA
    • Please allow additional time for back ordered items.
  • Next Day Air
    • Allow 1 business day for order processing
    • Guaranteed next business day delivery
    • Please allow additional time for back ordered items.

Other shipping options

  • Independent Freight Trucking company
    • SoundAway will shop for lowest rate
    • You will benefit from a reliable and affordable freight carrier
  • 3rd Party Accounts
    • You may request to ship your order using your own account
      • UPS
      • FedEx
      • DHL
    • You may also use your own freight carrier
  • Will Call
    • Save on shipping and pick up your order
    • Not all products stocked in all locations
    • When you place your order, we will let you know if this is an option for you
  • Call for shipping quote
    • Select Freight Quote to find out if there is a lower rate
    • Select this option for large or bulky items
    • We will call you before processing your order


The cost to ship is calculated on a "per item" or "per weight and size" basis and it is determined by the shipping service selected (UPS Ground, UPS 2-Day Air, UPS Next Day Air, Truck).  Shipping costs may be estimated using our shopping cart before checkout.  Place items in the cart by clicking on the ADD TO CART button associated with each of the items.  Select your state from the drop down menu and enter your zip code.   Display your shipping options to view the estimated shipping costs.

You may request a shipping quote by selecting "Call us for shipping quote" and we'll shop for the best rate available to pass along any savings.

Over-sized Items

Large items or packages, in terms of both size and weight, may include an additional fee added by the shipping service provider.   This fee is built-in to the shipping cost for single items exceeding size limits.  If you have any questions regarding over-sized items or packages Contact us.

Tax Policies

Sales Tax

SoundAway is required by law to collect sales tax on purchases shipped to, delivered to or picked up in states where we have a physical presence.  The tax amount reflects the applicable state and local rate.

Commercial Sales

SoundAway works with contractors, businesses, schools, non-profits and other organizations to provide volume discounts.  Contact us to learn more about our program.


Our return policy is an extension of our business philosophy.  We will do what's right for our customers, within reasonable business practices.  You may return items purchased at SoundAway if they meet the guidelines below.


For your benefit, we track your return from the point you submit a request, up until we receive it in our facility.  This process requires that you call us to request a Return Material Authorization (RMA) prior to shipping your return.  All returns must be in their original condition and be packaged to protect your return from damage in transit.  All returns received without an approved RMA will be rejected.

30-Day Return Period

Refunds are available within thirty (30) days from the date you receive your order except for items listed below.


The following items are not returnable:
  • Custom Orders
  • Items cut by customer
  • Open containers

Restocking Fee

A restocking fee may be charged on authorized returns received within the 30-day return period.  These fees apply unless the item is defective, damaged or you received the wrong item.

Damaged, Defective or Incorrect Items

If you return a damaged, defective or incorrect item you will receive a replacement.  SoundAway will pay for shipping for your return and for the replacement item.


Refunds will be credited to your original credit card account and usually posts within 72 hours.  Please allow 14-21 days of processing time.  This accounts for transit time from the date you ship it to the day we receive your return.  It also allows for 1-2 days to process your refund and the time it takes to post to your account.