Shipping Policy
Effective Date: January 1, 2026
AudioConcepts ships high-end audio equipment with the care it deserves. Because much of what we sell is heavy, delicate, or both, our shipping approach is hands-on. This policy explains how and when your order will arrive.
1. Where We Ship
We ship within the contiguous United States. For shipments to Alaska, Hawaii, U.S. territories, or international destinations, please contact us for a quote before placing an order. International orders may be subject to additional duties, taxes, and import fees that are the responsibility of the recipient.
2. Order Processing
In-stock items typically ship within [2–5] business days after the order is placed and payment is confirmed. Special orders and made-to-order products ship according to the manufacturer’s lead time, which we will communicate at the time of purchase. We do not process or ship orders on weekends or holidays.
3. Shipping Methods
We select the appropriate carrier and service based on the value, size, and fragility of your purchase. Typical methods include:
• Standard parcel carriers (FedEx, UPS) for smaller items such as cables, accessories, headphones, and most electronics.
• Freight carriers for large or heavy items such as floor-standing loudspeakers, amplifiers, and equipment racks.
• White-glove delivery for high-value, flagship, or particularly delicate equipment. White-glove service typically includes inside delivery, unboxing, basic placement, and removal of packaging. The exact scope will be confirmed with you in advance.
• Local delivery and personal hand-off for customers in the Dallas-Fort Worth area, by arrangement.
4. Shipping Costs
Shipping costs are calculated based on the carrier, service level, destination, and dimensional weight of the shipment. Costs will be shown at checkout for online orders or quoted in writing for special orders, freight, and white-glove deliveries. Quoted shipping costs do not include any post-delivery installation, calibration, or setup unless explicitly stated.
5. Insurance and Risk of Loss
All shipments are insured for their full purchase value. Title and risk of loss pass to you upon delivery to your shipping address. For freight and white-glove deliveries, you (or an authorized adult representative) must be present at the time of delivery to inspect the shipment.
6. Inspection at Delivery
Please inspect all packaging and products carefully at the time of delivery, before the delivery driver leaves:
• If there is any visible damage to the packaging, note it on the carrier’s delivery receipt before signing.
• If the damage is significant or the contents appear damaged, refuse the shipment and contact us immediately.
• For concealed damage discovered after the driver has left, contact us within 48 hours of delivery so we can open a claim.
Failure to note damage at delivery or to report concealed damage within 48 hours may limit our ability to obtain compensation from the carrier on your behalf.
7. Lost or Delayed Shipments
If a tracking number indicates delivery but you have not received the package, or if a shipment is significantly delayed, contact us as soon as possible. We will work with the carrier to locate the package or file a claim.
8. Local Pickup
Customers who prefer to pick up their purchase at our Dallas showroom are welcome to do so by appointment. We will hold your order for up to [14] days after notification that it is ready for pickup.
9. Address Accuracy
You are responsible for providing a correct shipping address. Re-shipment charges and any return-shipping fees due to an incorrect address provided at checkout will be your responsibility.
Return Policy
Effective Date: January 1, 2026
At AudioConcepts, we want you to love what you take home. Our goal is to make sure that happens before you buy — through in-room listening, careful consultation, and honest advice. When a return is the right answer, here is how we handle it.
1. Return Window
Eligible products may be returned within 14 days of delivery (or 14 days of pickup, for in-store purchases). Returns initiated after the 14-day window will not be accepted except where required by law.
2. Eligible Products
To be eligible for return, a product must be:
• In its original condition, free of damage, wear, or modification;
• In its complete original packaging, including manuals, cables, accessories, remote controls, and any protective materials;
• Accompanied by the original sales receipt or order confirmation.
3. Non-Returnable Items
The following are not eligible for return:
• Non-stock items, Special orders, custom configurations, and built-to-order items;
• Demo or display units sold as such, and clearance or open-box items marked final sale;
• Vinyl records, headphone earpads, cartridge styli, and other items where hygiene or sealed condition is essential;
• Custom cable terminations and made-to-length cables;
• Installation labor, calibration services, and delivery charges;
• Trade-in credit and gift cards.
4. Restocking Fee
Returns of opened or used (but undamaged and complete) products are subject to a restocking fee of 15% of the product’s purchase price. AudioConcepts reserves the right to assess a higher restocking fee, or to deny the return, for products returned in damaged, incomplete, or non-resalable condition.
5. How to Initiate a Return
To start a return:
• Contact us by phone or email within the 14-day window. Please provide your order number and the reason for the return.
• Receive an RMA. We will issue a Return Merchandise Authorization (RMA) number and instructions for return shipment or in-store drop-off. Returns sent without an RMA may be refused.
• Pack the product carefully in its original packaging. You are responsible for safe packing; damage incurred in return transit is your responsibility unless we arranged the return shipment.
6. Return Shipping Costs
For returns due to buyer’s remorse, change of mind, or non-defect reasons, return shipping is the customer’s responsibility. For returns due to our error (wrong item shipped, factory defect, or damage in original shipping), we will arrange and pay for return shipping or freight pickup.
7. Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days of inspection. Refund amounts are calculated as:
Purchase price − restocking fee (if applicable) − original shipping or white-glove charges (which are non-refundable) = refund amount.
Texas sales tax originally collected on the returned portion will be refunded.
8. Exchanges
We are happy to discuss exchanges within the 14-day window. Exchanges are processed as a return of the original item (subject to restocking fee where applicable) and a new sale of the replacement item. Any price difference will be charged or refunded accordingly.
9. Defective or Damaged Products
If your product arrives damaged, please follow the inspection procedures in our Shipping Policy. If a product develops a defect within the 14-day window, contact us right away — we will work with you to repair, replace, or refund as appropriate, and to coordinate any applicable manufacturer warranty claim. Defects discovered after the 14-day window should be handled directly under the manufacturer’s warranty; we are glad to help facilitate.
10. Trade-Ins
Trade-in valuations are final once accepted. Trade-in equipment delivered to AudioConcepts is non-refundable in kind and is not subject to this return policy. If a purchase to which trade-in credit was applied is subsequently returned, the trade-in credit will not be refunded as cash but may be reissued as store credit at our discretion.
11. Questions
For help with a return, contact us at: info@audio-concepts.com