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Terms and Conditions

Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before using the acousticsamerica.com website operated by Acoustics America, LLC  (“us”, “we”, or “our”).

Your access to and use of the site, information, and products is conditioned on your acceptance of and compliance with these Terms. These terms apply to all visitors, users and others who access or use the site, service, products, and information.

By accessing the website, you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the site.

Purchase Policy:

  1. Pricing and Availability:
    All prices on this website are subject to change without notice. Rainchecks or price quotes to lock in past prices are not possible. Acoustics America makes every effort to provide the most accurate and up-to-date information possible for our products. However, Acoustics America is not responsible for errors related to pricing, data, or information, whether typographical or otherwise. If any product information or pricing is listed incorrectly on our website due to typographical, photographic, hacking, database, or other technical issue, or due to errors in pricing information received from our suppliers, Acoustics America, LLC reserves the right to refuse or cancel any orders placed for product(s) containing such error(s). Refunds will be issued for any canceled orders.
  2. Buyer Responsibility:
    Buyers are fully responsible for all order details submitted, including but not limited to product selection, suitability for application, product specifications (e.g., size, color, materials, quantities), and the accuracy of billing and shipping information. This includes shipping method options and associated costs as shown in the shopping cart at checkout.
    Buyers must review and ensure all information is accurate before placing an order. Any refunds, credits, or adjustments are subject to our return policy.
  3. Tax Exemption:
    Where taxes are due, tax-exempt businesses must present proper tax exemption certificates as determined by the tax jurisdiction. This information must be complete, signed, and submitted with the order. Final approval for tax-exempt status is subject to verification.
  4. Liability Limitation:
    Acoustics America’s liability is limited to our product warranty terms only. Acoustics America is not responsible for consequential losses related to acts of God, war, terrorism, or losses related to late, misdirected, incorrect, incomplete, or damaged products or shipments.
  5. Missing or damaged items: Buyer is responsible for inspecting their packages to ensure all ordered materials are present. Missing or damaged items must be reported to us within 60 days from date of order placement.
  6. Payment and Chargeback Policy:
    By placing an order, the buyer agrees to ensure full payment for the submitted order using the selected payment method (e.g., credit card, check, ACH, or other means). For any failure to make payment, whether due to insufficient funds, disputed chargebacks, or any other reason, Acoustics America reserves the right to:

    • Collect the full amount of the order.
    • Recover all additional costs incurred in the collection process, including but not limited to internal administrative costs, external collection agency fees, legal fees, and court costs.
    • Pursue all available legal remedies to enforce payment.

Buyers are advised to resolve any billing or payment disputes directly with Acoustics America before initiating chargebacks or disputes with their financial institutions. Failure to do so may result in additional fees and penalties.

Return Policy:

  1. Non-returnable items:
    Most of our products are made-to-order and consequently, are non-returnable. This would include:

    1. All fabric wrapped acoustic panels, acoustic ceiling clouds, room kits, bass traps, any product listed as CUSTOM MADE PRODUCT – NON-RETURNABLE on individual product pages are non-returnable, including any optional installation materials, with the exception of certain freight damaged items which are properly documented as defined in the shipping section of this page.
    2. Any product which is used, damaged, soiled, stained, and/or not in original packaging is non-returnable, with the exception of certain freight damaged items which are properly documented as defined in the shipping section of this page.
    3. Custom shape, custom-cut and special-order custom products not listed on acousticsamerica.com are NON-RETURNABLE.
    4. Clearance and discontinued items are NON-RETURNABLE.
  2. Returnable items:
    1. All items not covered above are considered “returnable.”
    2. There is a 25% restocking fee for returnable items, provided the items are returned with approved Acoustics America Return Material Authorization Number (RMA #) and received in like-new condition.
    3. Claims for Returns must be made within 30 days of product shipment from our warehouse.
    4. Only pre-authorized returns with an approved Acoustics America RMA # noted on the outside of the return package are eligible for a refund. Returns that do not have a pre-authorized Acoustics America RMA number noted on the outside of the return package will NOT be processed at our receiving dock and will NOT receive any refund.
    5. Any unauthorized returns or refused customer property will be held for a maximum of 14 days and then will be disposed of.  Any additional costs to re-ship product must be paid by the customer in advance of any reshipment.
    6. To obtain an RMA # and authorization approval, our, online report form must be completed. If the return meets the stated requirements, you will receive an authorized Acoustics America RMA # via e-mail, typically within one business day. If the return is not authorized, you will be informed of the reason.
    7. Errors in product type, color, or quantities shipped caused by Acoustics America are refundable.
    8. Shipping (either way) is not refundable and is the sole responsibility of the customer. The customer is responsible for adequate return packaging to ensure that the product arrives in good condition. Acoustics America will not accept damaged return products at our dock.

Shipping Policy:

  1. Due to our short lead times, changing the ship-to address after order placement is generally not possible. However, Acoustics America aims to assist customers whenever possible and will make all reasonable efforts to assist with ship to address adjustments prior to carrier pick up. Any approved changes may result in additional shipping and handling charges.
  2. Product orders are typically shipped via UPS Ground, FedEx Ground or LTL common carrier based on order size and carrier guidelines. Samples and hardware items are typically shipped by USPS, UPS, or FedEx solely at our discretion.
  3. Expedited freight options: We offer 2nd day and next-day shipping options for some products. We do not offer Saturday delivery. Please be aware EXPEDITED OPTIONS DO NOT GUARANTEE DELIVERY TIME, NOR DELIVERY DAY. Acoustics America also cannot control the delivery performance of UPS, FedEx or any other freight carrier. Therefore, Acoustics America does not guarantee delivery performance for any freight carrier and cannot offer any shipping cost or product refunds in the event of delivery delays.
  4. Free shipping options: if a particular item ships free, we reserve the right to select the carrier of our choice. Any free shipping offers are valid only for orders with ship to addresses within the continental United States.
  5. Customer pickup options: Since we ship from multiple warehouses, customer pickups are not available.
  6. For the benefits and limitations of our “Ships Next Day or Ships Free” program, please read our satisfaction guarantee.

Shipping Damage

Our products are fragile. On rare occasions, packages can arrive damaged. Shipping damage claims are the responsibility of the shipping company. To ensure a successful claim, customers MUST STRICTLY FOLLOW the procedures below. Failure to do so may result in reimbursement denial.

Required Actions (All Damage Types)

  1. File a claim with the carrier IMMEDIATELY on the day of delivery using the contact information on the shipment documents (UPS, FedEx, or freight carrier).
  2. YOU MUST NOTIFY Acoustics America within 12 hours of filing your claim by submitting our online report form.
  3. Retain all packaging and damaged items in original condition until the claim is resolved.

Damage Classification & Customer Responsibilities

  1. Visible Damage

Damage is CLEARLY VISIBLE before signing (e.g., crushed pallet, damaged cardboard, torn packaging, exposed product).

  • DO NOT ACCEPT THE SHIPMENT!
  • DO NOT SIGN the delivery receipt until:
    • You CLEARLY WRITE “DAMAGED” on the Bill of Lading or delivery receipt
    • You DESCRIBE THE DAMAGE in detail
  • REJECT THE SHIPMENT if damage is significant
  • Take clear photos of:
    • Packaging (all sides) on the truck
    • Damage areas on the truck
    • Shipment on the truck
  • Retain a copy or photo of the signed/marked delivery receipt

Important: FAILURE TO NOTE DAMAGE BEFORE SIGNING will result in the carrier denying the claim.

  1. Minor Visible Damage (Accepted Shipment)

Packaging shows minor damage, but you choose to accept delivery.

  • NOTE THE DAMAGE BEFORE SIGNING the delivery receipt
    (Write descriptions, not just “subject to inspection”)
  • Take photos BEFORE REMOVING the shipment from the truck
  • Inspect contents immediately after delivery
  • Notify the carrier and Acoustics America within 12 hours by contacting the carrier directly and submitting our online report form.

Important: If damage is not noted at delivery, it will be treated as concealed damage and may be denied by the carrier.

  1. CONCEALED DAMAGE (HIDDEN UNTIL OPENED)

No visible damage at time of delivery, but damage is discovered after unpacking.

  • Report within 24 hours of delivery
  • Notify both:
    • The carrier (as “concealed damage”)
    • Acoustics America via our online Reporting Form
  • Take clear photos of:
    • Damaged product
    • Packaging (interior and exterior)
  • Keep all packaging materials exactly as received

Important: ANY and ALL DAMAGE must be reported within 24 hours of delivery. Claims without photos or reported after 24 hours are typically DENIED by carriers.

Additional Notes

  • Acoustics America will assist in the claims process; however, the carrier is solely responsible for approval and reimbursement.
  • Replacement or remake eligibility depends on:
    • Proper documentation
    • Timely reporting
    • Compliance with all steps above

Goods Lost in Transit:

Before reporting a package missing, check all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package on your behalf.

Acoustics America is not liable for shipping damage claims denied due to failure to follow the procedures outlined above. Our obligation to replace or remake damaged items is contingent upon compliance with these terms and carrier claim approval. Shipping services are provided by third-party carriers. Acoustics America does not control handling or delivery conditions once the order has shipped. The customer is solely responsible for inspecting all shipments upon delivery and documenting any damage in accordance with these terms. Failure to follow these procedures may result in denial of replacement, refund, or credit.

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