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Policies &
Frequently Asked Questions
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.
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