Shipping & Returns

Shipping Policy

General Information

We ship by UPS Ground whenever possible. Other methods include Federal Express, truck, air freight, courier, and US Mail. Shipping and handling charges are added to all shipments and may be invoiced separately. Once your order ships, delivery to the continental US will take between one and seven business days, depending on the warehouse and destination locations. Please note that orders are processed, shipped, and delivered on weekdays (Monday - Friday), and not on weekends.

To check the status of your order, please click here.

Free Freight

Free shipping on many items within the continental United States on orders received through our website. No minimum purchase requirements. Shipping outside the continental United States to Hawaii, Alaska, and Puerto Rico must ship via air services and additional shipping charges will apply.

International Shipping

Due to manufacturers' restrictions, we are unable to accommodate most international shipping requests. In some cases, we are able to ship to Canada, United States territories (ie, Virgin Islands, Puerto Rico), and US Military addresses (ie, APO and FPO addresses). Orders shipped outside the US are usually subject to customs fees and/or import tariffs. We are not responsible for and cannot offer advice regarding any customs or duty fees that you may incur. Please direct any questions regarding international shipments to your local government's import office. Other restrictions may also apply for these destinations. For further information, e-mail us at sales@proaudio.com.

Drop-Shipments

"Drop-ship" items are shipped directly from the manufacturer or from one of our national suppliers. We use this method to offer you the broadest selection of products at the lowest prices. Because of this, you may receive your order in multiple shipments. Please note that some manufacturers charge extra for drop shipments in rush situations, and those costs will be added to your invoice.

Shipping Charges

The shipping rates for many items we sell are weight and dimension-based. Oversized Items may require special shipping methods, and freight charges for oversized items may be higher than normal because their dimensional weight is usually higher than their actual weight. We will contact you before shipment if your freight charges will be higher than what is automatically added to your order.

Shipping costs are estimated. If the actual shipping cost is more than the estimate shown on Proaudio.com's website, then we will request confirmation of shipping charges before processing the order. In addition, some manufacturers charge additional drop ship fees which will be added to the shipping and handling charges and a confirmation request will be made for those charges as well.

All online sales are limited to the United States and its territories. For sales outside the United States and territories, please e-mail sales@proaudio.com with your equipment needs.

Third Party Billing

If your order is shipping from our stock, we can bill freight charges to your UPS or FedEx account. You must request this service at time of order; we cannot change the freight billing after your order has shipped. If your order is drop-shipping, we will forward your third party billing request to the manufacturer. The shipping charges will be added to your invoice if the manufacturer does not honor our request.

Freight Damage

Please inspect all shipments for damage upon arrival, and make sure to have the driver note any obvious damage on the bill of lading as to the nature of the damage. If your shipment looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a replacement. If you refuse delivery, please e-mail customer service so that we know to expect the return shipment.

If upon opening the package you notice concealed damage, save all packing material and call us immediately . Most carriers require that we file damage claims within 15 days of delivery.

Return Policy

Obtaining Return Authorizations (RAs)

All returned merchandise must be accompanied by a Return Authorization. Return authorizations will not be issued more than 30 to 60 days past the invoice date, depending on manufactuers' restrictions. To obtain a Return Authorization (RA) number, please e-mail customer service and have the following information on hand:

• Original invoice number and date
• Product part number, serial number, and description
• Reason for return

RAs issued are valid for 30 days from the date of issuance, after which time the RA will be void.

Defective ("D.O.A.") Merchandise

If an item on your order is defective out of the box, please contact customer service immediately so we can send you a replacement. It is important that you notify us of D.O.A. products within 15 days of your purchase; after 15 days, the item will have to be sent in for warranty repair. Please note that D.O.A. Sony and Panasonic Consumer audio and video products do not qualify for replacement. You may visit one of the following websites to locate a factory service center in your area:

For Sony Consumer: Click Here
For Panasonic Consumer: Click Here

Need further assistance? Please e-mail customer service and include as much information as possible, such as the nature of the defect or damage or the name of any missing items.

Return Restrictions

We cannot accept returns of certain items, including:

• Any item that is returned more than 30 to 60 days after the invoice date.
• Custom-built items (i.e. custom rackmount kits, custom rack cases, and custom snakes / cables).
• Personal items that have been opened (i.e. earphones, windscreens, and pop filters).
• Software or Computer Soundcards that have been opened (taken out of the plastic wrap).
• Alesis, Auralex Foam Products, Avalon, HSA Rolltops, Microboards, Panasonic Consumer, Pioneer, Sony Consumer, and TOA audio & video equipment.
• Any item that is damaged, missing parts, or otherwise not in its original condition.

Return Packaging & Insurance

Please double box all items in their original packaging and be sure to include all inserts, manuals and accessories. It is important that you insure the return package and save your tracking number in case there are any issues during transit. You are responsible for any damage to or loss of the merchandise in transit unless a call tag has been issued for the merchandise.

Return Shipping Charges

All merchandise returning must be freight prepaid and insured unless you have been otherwise advised. Any merchandise shipped freight collect will not be accepted if such freight terms have not been authorized. Unless the merchandise is defective or the return is due to an error on our part, we cannot refund the original shipping and handling charges or pay your return shipping charges.

Return Inspections

All returned products will be logged and inspected before credit is issued. A restock fee will automatically be charged on gear that has been rack mounted or damaged due to misuse, products that are missing original packaging or accessories, or any product that looks used and cannot be resold as new. Items returned without authorization will be rejected and sent back to you freight collect.

Credit & Restocking Fees

All returns are subject to a minimum 20% restock fee. Additional fees may be assessed for special-ordered items, or if the returned product is damaged, missing original packaging or accessories, or is otherwise not in new condition. A credit memo will be issued for the invoiced amount of the merchandise, less the necessary costs of repairs, repackaging, and restocking. The credit will be left on your account and applied towards future purchases unless you request a refund check or credit card refund. Please note that credit card refunds can take up to 2 weeks for processing, and refund checks can take up to 30 days.