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Policies & Frequently Asked Questions

Shipping & Return Policies

Who is Velocity-of-Sound.com?

Velocity-of-sound.com is an internet based business that is owned and operated by Website Marketing Solutions (a registered business identity in NSW Australia). Your credit card and PayPal accounts will be billed to Website Marketing Solutions, rather than Velocity-of-Sound.com, so please do not cancel or file a false charge against this item on your credit card statement.

Credit Card Security & Fraud:

The security of all credit card transactions is of paramount importance to Velocity-of-Sound.com. To protect our valued customers, your credit card details are encrypted by merchant back office, and are not stored on the Velocity-of-Sound.com server in any useable form.

MasterCard and Visa orders will only be accepted from persons who are authorized by the cardholder to place such orders. To prevent credit card fraud, all transactions are verified by our Merchant system before processing.

Our shopping cart and merchant system will encrypt and pass the information entered by the shopper to their banking partners who pass it to the Card Issuer (your credit card company) for comparison with their records. The results of the comparison are then passed back to Velocity-of-Sound.com for authorization.

To pass these verification checks, the billing address (including zip/post code) must be the address to which the card statement is currently sent, the billing address (including zip/post code) must also match the address held by the Card Issuer exactly, the card issue country must match these two addresses and the Security Code must match that held by the Card Issuer exactly. Card issue countries should be the same as the shipping address or additional checks will be required.

If PayPal is selected as the payment option, the Velocity-of-Sound.com shopping cart will process it and you will be taken to the PayPal for payment processing site. Once this is complete, you will be returned to Velocity-of-Sound.com so you can continue browsing our website. Notification of your order and your PayPal payment will be sent directly to us, there will be nothing more that you need to do. Velocity-of-sound.com did experience some integration problems with PayPal in the past, but we believe these have now been fully resolved. However, if you do experience problems with this process, Velocity-of-sound.com will gladly issue a manual PayPal invoice to you through our account. Please note that if you choose to use an e-cheque, the funds are held up by PayPal for 4-5 (sometimes more) business days. We cannot ship your goods until the e-cheque is cleared. Please note, our PayPal account is under our business name - Website Marketing Solutions.

If a transaction fails these checks, our merchant systems will either decline the transaction or post a warning with your order. Declined orders are not accepted by. Orders issued with a warning will be subject to further verification by Velocity-of-Sound.com representatives. These checks will include, but are not limited to, independent verification of the STD area code on the phone number and shipping address provided on the order form, an email enquiry and a personal phone call to the person being billed for the transaction. If the area code does not match the zip/post code, the shipping address cannot be verified or the phone number is not in service (and an alternative phone number is not provided) the order will be deleted. It is Velocity-of-Sound.com policy to carry out all necessary verification checks on orders issued with a warning. Velocity-of-Sound.com reserves the right to decline any and all orders which do not comply with these verification checks.

Payment & Shipping Terms:

Terms of sale: All prices on this website are in US Dollars. Velocity-of-Sound.com offers for sale all product on this website using our merchant system, Paypal, and wire transfer. Cashiers checks or money orders may be used, but will add around 10 to 20 business days to the shipping time, as the funds will need to be cleared before the items are shipped. At this time, Velocity-of-Sound.com is only able to accept C.O.D. terms from registered trade customers.

MasterCard and Visa orders will only be accepted from persons who are authorized by the cardholder to place such orders.

To provide you with the highest level of service, your items may be shipped from multiple locations or agents. For this reason, shipping rates are calculated after you place items in your shopping cart.

We use 'Airmail', plus insurance, for shipping, as this is about 1/4 the cost of FedEx & UPS. If your are on a very tight deadline, we recommend 'Express', but we can use FedEx or UPS at additional cost to you.

Our 'Express' shipping option, is via Express Courier International (ECI). ECI is less than half the price of FedEx & UPS, and usually only takes 3 to 5 days, about the same as the more expensive alternatives. If you choose the 'Express' option in the shopping cart, your order will be send via ECI, not FedEx or UPS. We can ship your order via UPS or FedEx, but only via special arrangement, and only after agreement to manually charge your credit card the additional costs. You should also add 2 days to the shipping times calculated on the FedEx & UPS websites, as Velocity-of-Sound.com is not located in Melbourne, but Ballarat, and there are some delays in shipping due to the internal transfers.

Your order will usually arrive via 'Airmail' in 7 to 15 business days, depending on your location. As all of our products are manufactured in Australia, the shipping cost will be calculated based on the weight and destination. We do, however, have a minimum shipping charge of $22.50, to cover all handling costs, so 1 small item will sometimes cost as much as 2 similar sized items. Please bear this in mind when placing a small order.

Shipment Delays:

While we make every attempt to fill all orders placed, an order may be delayed or backordered. If a delay or backorder occurs you will receive notification via email.

If you do not wish to wait due to the delay or backorder, you may request a cancellation for your order, provided that the item(s) has not shipped. If we do not hear from you before we ship the items, we will assume you have agreed to the shipment delay.

If we cannot deliver your item(s) within 30 days of the order date, delay notice or backorder notification (whichever is greater), a cancellation will be processed automatically and you will receive a prompt refund for any unshipped portion of your order. Please allow up to two billing cycles for the refund credit to appear on your credit card statement.

Shipping for Backorders:

Backordered items are shipped at prices in effect when the item was ordered or current selling price, whichever is lower. Backorder shipments will be subject to normal shipping and handling policies.

Damage:

Damages are the responsibility of the carrier once the shipment is released from Velocity-of-Sound.com. After shipment is released to the carrier, any damages must be reported to Velocity-of-Sound.com within seven days from receipt of shipment. All claims must be filed by Velocity-of-Sound.com or its agents directly with the freight carrier.

You must save all boxes and packing materials for damage inspection by carrier.

Return Policy:

Velocity-of-Sound.com cannot accept returns of custom orders.

Non-defective returns must be made within 10 days of receipt of the goods and a Return Merchandise Authorization (RMA) number must be obtained from Velocity-of-Sound.com prior to the return of any merchandise. Product returned outside this 10 day period or without an RMA number will be returned to the customer at the customer’s expense.

You have 10 days to contact Velocity-of-Sound.com after receipt of the goods to request a return (and RMA number), and all RMA numbers are valid for a period of 30 days only.

All returns must be shipped freight prepaid and double boxed with the RMA number displayed on the outside of the shipping box along with the number of boxes shipped back (i.e. 1 of 6, 2 of 6 etc).

Returns for credit will be credited at the price paid on invoice or current selling price, whichever is lower, less any re-stock fee.

Defective returns are eligible for return only within 30 days from Velocity-of-Sound.com invoice date to the end-user. After 30 days, all product must be referred to the manufacturer for authorized warranty repair.

A copy of the Velocity-of-Sound.com invoice/receipt must be included with all returns.

Products must be returned complete with original parts and documentation. Incomplete returns will not receive a full credit and will fall subject to manufacturer’s warranty.

Items showing signs of misuse or consumer abuse will not be accepted for refund or credit. Products must be returned in re-sellable condition. All returned products are subject to a 20% restocking fee or will be returned at Velocity-of-Sound.com’s discretion.

Please allow 10 business days for processing returns.

Non-defective product may be returned at the discretion of Velocity-of-Sound.comand will be refunded or credited at the current Velocity-of-Sound.com selling price less a 20% restocking fee.

Non-defective product may be returned only if unused and unopened in the original packaging, and only within 10 days of receipt of the goods. Any product not in new condition may be refused a refund or credit and returned at the customer's expense. If a product has been opened or the product has been used, it cannot be returned unless the item is defective.

Sale of Specials and custom items are final. Only defective Specials and custom items may be returned for refund or credit as per normal Velocity-of-Sound.com policies.

Disclaimers:

All prices and availability are subject to change without notice.

Please check the Velocity-of-Sound.com website or contact Velocity-of-Sound.com directly by email or phone for the latest product pricing/availability information.

By placing an order, the customer accepts in their entirety all terms and policies stated herein, including any typographical errors, omissions and inconsistencies. Velocity-of-Sound.com cannot be responsible for typographical errors on this website.

Frequently Asked Questions:

Q1: How do I order an item I see on the web site?
A: You can click on the picture of the product and follow the links to obtain specific information for the item that you want. Add the item to your shopping cart and then check out. You will be asked to provide billing, shipping and credit card information to process your request. If you prefer not to order online, just give us a call and a sales representative will place your order.

Q2: What if an item is on back-order or unavailable?
A:
Sometimes an item is out of stock or discontinued. If this happens, we will contact you and ask you if you would like to wait for the item or substitute an alternative item.

Q3: Can I pay by C.O.D.?
A:
No, except if you are a registered trade customer. We do not accept C.O.D. on retail orders, however, we can make arrangements for payment by wire transfer if you do not have or want to use a Visa/MasterCard or Paypal.

Q4: Can I pay by check or money order?
A:
Yes. You can place your order via email and mail your check or money order. If you would like to complete your order by mail, please include a description of the item, the item number, the address for billing and shipping and a check or money order payable to
Velocity-of-Sound.com for the cost of the item plus shipping and handling.

Q5: Do you ship to P.O. Boxes, APO & FPO addresses?
A:
Yes, however, you should expect your order to take 4-6 weeks longer than for a physical delivery street address.

Q6: How do I order a replacement for defective merchandise?
A: Velocity-of-Sound.com can assist you with your replacement order.

Q7: Who pays the freight to return defective product and the replace?
A: Velocity-of-Sound.com customers are responsible for the freight to send defective products to Velocity-of-Sound.com. As a courtesy, Velocity-of-Sound.com will prepay the freight on the replacement product only.

Q8: How long does it take to receive credit for products returned?
A: Credit will be issued within 10 business days of receiving the products at Velocity-of-Sound.com or its agent.

Q9: How do I go about returning items to Velocity-of-Sound.com?
A: Authorization for return must first be obtained through Velocity-of-Sound.com. The RMA number issued by Velocity-of-Sound.com or its agents must be written clearly on the outside of the shipping box, not the manufacturers box. All returnable products must be returned in the original manufacturers packaging. It is highly recommended that you select a shipping carrier that is able to provide tracking services in the event that the package is lost. For claim purposes, packaging specifications must meet those required by the shipping carrier you’ve selected.

Q10: Where do I send my return merchandise?
A: To ensure your credit is processed in a timely manner, please write the RM number clearly on the outside of the shipping box, not on the manufacturer’s box. Authorized returns are to be sent to the address specified by Velocity-of-Sound.com at the time of issue of an RM number.

Q11: How long do I have to report a problem with an order I placed through Velocity-of-Sound.com?
A: Contact Velocity-of-Sound.com within seven (7) days of the expected ship date or within seven (7) days of taking receipt of the order.

Q12: What happens if I refuse to accept delivery of a shipment from Velocity-of-Sound.com?
A: Refused shipments will be credited, less a 20% restocking fee, within 10 business days of receipt at Velocity-of-Sound.com or its designated agent. The customer is also responsible for freight charges on deliveries that are not accepted.

Q13: What happens if a package is refused because of shipping damage?
A: Damaged refusals will be credited within 10 business days of receipt at Velocity-of-Sound.com or its agent. It is highly recommended that the damage be clearly stated to the shipping carrier driver to ensure it is noted properly on the tracking record. This is needed to avoid restocking fees.

Q14: Will I receive an invoice with my order?
A:
In most cases your invoice will be will be included with the shipment of our performance products.

Q15: Can I change or cancel my order?
A:
Yes. If you would like to cancel your order, please contact us as soon as possible. Your name and Order ID will be required for us to cancel your order. You will be responsible for all shipping costs if you cancel your order after it has been shipped.

Q16: Do you offer free samples to new and existing customers?
A:
Velocity-of-Sound.com often gets asked to provide samples of our products. To deal with this request, we have developed the following policy. If you are an existing customer with a good record of orders, we will be glad to discuss your request for samples of new products, however, we will require you to pay the cost of shipping and handling. New or potential customers will be required to pay the normal retail price, plus shipping and handling, but will receive product price, less shipping, back after they place an order of more than $1000.00 USD. This is to prevent bogus requests from customer who claim to be legitimate, but who only want a few free samples for their project, with no intention of ordering more product. We are committed to providing the highest quality product at the lowest prices on the internet, and bogus samples damage the viability of this objective.

Q17: Do you have a printed catalogue?
A:
Not at this time.