Shipping & Returns
Shipping Policy:
Most orders will ship within 1 business day of completed payment and you will be notified of tracking via email as soon as it's available. If we are unable to fulfill your order as placed (missing contact or address info, inventory discrepancy, etc), we will contact you to discuss options and if no resolution is available or agreeable a refund will be processed within 12 business hours. Note that after a refund is initiated by AcuteAudio, it may take several business days for the refund to be reflected in your payment method (bank account, credit card, etc). This is entirely dependent on your financial institution and not within AcuteAudio's control.
Unless otherwise requested at checkout, our default shipping methods offer transit time expected to be between 1-5 business days for most lower-48 US addresses. If expedited shipping services are selected at checkout, all reasonable efforts will be made to ensure that delivery estimate promise is kept, but please understand that carrier delays due to weather, seasonal volume spikes, or last-mile delivery issues are outside of our control and we are unable to offer refunds for shipping charges impacted by these factors.
We make every reasonable effort to ensure that the shipping charges calculated at checkout represent the realistic cost of what we must pay in order to get your order shipped to you. We do not mark-up carrier-specified shipping costs or add any handling fees, so please contact us if you believe the shipping charges shown are incorrect for any reason and we will confirm or correct on a case-by-case basis. Our "Flat Rate By Order Weight" cost is exactly that: an estimate of shipping charges using the least expensive method available based on the total weight of the item(s) in your order. If you feel that the Flat Rate given at checkout is incorrect, please contact us and we will investigate.
Our logistics network is 100% US based, and we will always utilize the fulfillment center with the right inventory available and that is closest to your ship-to address in order to minimize shipping costs to every reasonable degree. We run daily analysis of every fulfilled order to make sure we're holding ourselves to this standard, and we guarantee that if you overpaid for shipping charges for carrier-specified (FedEx) shipments, you will be refunded the difference.
If you have any questions about shipping before placing an order, please fill out the Contact form below, reach out to us at hello@acuteaudio.com or text/call 520-333-7210 and we will get back to you as quickly as possible.
Returns Policy:
We have a standard 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase received by email after you placed your order, or available in your account page under "My Orders".
To start a return, please contact us at hello@acuteaudio.com so we can work together to find the best solution. Approved returns will be assigned a unique RMA (Return Merchandise Authorization) number along with return instructions specific to the item(s) you purchased. Returns sent without an assigned RMA number are ineligible for refunds in most cases.
If your return is accepted, we’ll send you a return shipping label with additional instructions/requirements. Items sent back without first requesting a return authorization will not be accepted and are ineligible for refunds.
You can always contact us for any return question at hello@acuteaudio.com or using the form below.
We strive to ensure your satisfaction with every purchase. Please review the following conditions for returns:
- Items missing the original manufacturer's packaging, or if the packaging is incomplete, damaged, or defaced, are not eligible for return.
- Opened expendable items such as batteries, discs, and tapes are non-returnable.
- Products missing accessories, warranty cards, or manuals, or those that are damaged, cannot be accepted.
- Items must be in resalable condition (no scratches or damage).
- Electrical parts must be sealed to be returnable.
To return an item, please start with a request for a return authorization number (RMA). Note that original shipping charges are non-refundable in most circumstances.
Important:
- No returns will be accepted without a return authorization number.
- At a minimum, a 25% restocking fee will be applied for unauthorized returns if eligible for a refund.
Damages and issues
Please inspect your order as soon as you can and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Advance replacements may be available on a case-by-case basis and depending on available inventory.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund - this timeframe is entirely under the control of your payment method/bank.
If more than 15 business days have passed since we’ve approved your return and you have not received credit, please contact us at hello@acuteaudio.com.