FREQUENTLY ASKED QUESTIONS

Please read the following questions and answers before calling customer support. This sections outlines most of the issues related to ordering, refund, shipping and payments 

Q1. If I want to buy in your website, is my credit card number safe from hackers? 
A. During and after the checkout process your credit card details are encrypted through our secure server. At present, 2Checkout and Paypal are our payment gateways. They have the most secured servers on the internet. Once you reach the screen where you enter your credit card details you are on our secure server. After your order is placed your credit card details are then encrypted again to prevent anyone accessing them. Even the webmaster or staff of Stereosound do not know the full details of your credit card information.

Q2. How secure is buying over the web? 
A. If we look at the security issue, when you type your credit card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman's terms this means that anyone "listening" to traffic en route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.

Q3. Once you have my email address and personal home or business address, is it your standard practice to send unsolicited mail? 
A. We do NOT provide your information to un-related third parties for any reason, and only use the information to send e-mails listing our special offers to you if you desire.

Q4. Can I use a PO Box address for my Stereosound account? 
A. If your credit card billing address is a PO Box address then you must enter this as your billing address when registering with Stereosound. however, we can not ship goods to a PO Box. You have to provide us with an additional address on where to ship to.

Q5. Can you ship my order to my work address?
A. When you place your first order with us, we can only ship it to your credit card billing address, i.e. the address that your bank has you registered at. On your second and subsequent orders you can specify an alternative address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before dispatching your order.

Q6. Can I call Stereosound.com to place an order? 
A. Orders can only be placed with Stereosound via our website. The telephone lines are provided for support purposes only. Our website has been designed so that any assistance that you need to place an order can be found on our website, this enables us to reduce our support staff overhead and therefore pass those savings on to you.

Q7. If I've placed an order on your site, am I able to amend it later? 
A. If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible. 

Q8. If I have a problem with a product that I have ordered from you, how do I get help? 
A. You can send an email to support@stereosound.com, where you should receive a response within 24 business hours. This system offers a quick and easy way to get an RMA number, and a quick returns turnaround.

Q9. How do I track my open order(s)? 
A. You will receive an email confirming that your order has been shipped and we will provide you with tracking number. You can also log in to your account and check the status from there.

Q10. How do I view my past orders? 
A. You can view your order history by going to My Account. Here you will see your orders in order number order, by selecting an order number, you can see what items were on the orders and who ordered them, and also see any open or pending orders you may have.

Q11. I sent a product back for replacement. How long will it take until I get my replacement?
A. You should receive a replacement or credit within 15 working days, you can track the RMA through your account.

Q12. If I am not home when the couriers try and deliver my order what happens to it?
A. If no one is home to accept your order shipped then you will be left a notice card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. Proof of identity will be required upon request. Ground service shipments may be left at your place of residence pending the delivery agent’s evaluation of the location.

Q13. Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time.

Q14. If I place an order and something is out of stock what happens to the rest of my order?
A. If an item is found to be out of stock after your order has been placed, then that item will be removed from the order, all other items on your order will be shipped as normal. We do not hold up the order because an item is backordered. You will not be charged for any item removed from your order, the shipping charge may also change if an item is removed from your order.

Q15. When do you take payment for my order?
A. We do not charge debit or credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched. Your order will only be processed once authorization of your credit or debit card has been properly received.

Q16. How do you handle damaged, short-shipment or wrong item received?
A. For items that are damaged in transit:
If goods arrive in a damaged condition you must make a note on the carrier's delivery note and please inform us within 2 days from delivery. 
A. For items delivered short:
It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery note. Any shortages must be noted on the note and please notify us within 2 days from delivery. 
A. For Items delivered incorrectly:
Please notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this. 
A. For items not delivered:
Please notify us within 7 days from the expected delivery date. We would be glad to help you track your items or file a claim to the courier.

Q17. If I send a query to Stereosound via the email, when can I expect to receive a response?
A. Customer Support - within 24 Hours 
Order Support - 24 Hours 

Q18. What is the Customer Support opening hours?
A. We are open Mon-Fri 10am-6pm (EST). Unfortunately we do not work weekends and public holidays. If you need to contact us outside our opening hours then please send us an email and we will respond in a timely manner

Q19. What happens if I am unable to check the contents of my goods at point of delivery?
A. . If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

Q20. I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please send us email at support@stereosound.com to report this misship to us. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Stereosound.

Q21. How do I return a product to Stereosound for replacement or refund.
A. Please refer to our returns, refund guidelines. Simply follow the online instructions.

Q22. What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to Stereosound as soon as possible and we will take the appropriate action.

Q23. What happens if the couriers confirm that they have lost my parcel?
A. This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter.

Q24. I need to change my account / login details. How do I do this?
A. This can be done by going to the My Account sections of our website

If you have other concerns not discussed above, please send us an email at support@stereosound.com

Updated 5/13/2013



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