RETURNS
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We have a 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.
To start a return, you can contact us at billing@traceaudio.com. Please note that returns will need to be sent to the following address:
1036 W Kirkland Ave. Ste 101 Nashville, TN, 37216, United States
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United States, shipping your goods may take longer than expected.
You can always contact us for any return questions at billing@traceaudio.com.
Shipping Fees
If your purchase was eligible for free shipping, the shipping cost will be deducted from your credit or refund.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Please note that the following items may not be returned:
-Non-stock / Special order items or custom items are non-cancelable or returnable.
- Bulk Material that has been cut from a Master Roll/Spool, such as Bulk Cable, Shrink Tubing, Sleeving, etc.
-Items that are over 30 days from date of acceptance / delivery.
-Items not in original packaging. (Blister packed, original factory product boxes)
-Manufacturer Direct Drop-Shipped items, if deemed returnable by our returns department, will be subject to the vendor’s restocking fees in addition to Trace Audio's
-Freight intensive or truck freight items that have been drop shipped to you.
-All returns may be subject to a 20% inspection & restocking charge (except for in-warranty defective merchandise or merchandise shipped in error by Trace Audio).
Custom Products Policy
Cables and Panels: Custom cables and panels are made in the order they are received. If there is a specific deadline or need-by date for any custom order, please contact us before ordering. We want to ensure that we are able to meet your deadline before you purchase. You can reach us by visiting the Contact Us page or via email. We will do our best to meet your needs and work with you on getting your custom product in a timely fashion.
Assembled DIY Gear: We do not guarantee inventory or availability for any assembled DIY gear. If you are interested in a piece of DIY gear that is not listed on our site, please contact us and we will be happy to see if we can offer the item you are looking for. We do not modify or change the circuitry of any DIY kits outside of the standard options offered from the DIY company.
Custom Patchbay Labels: The custom patch bay label design tool will create a preview/proof of the final label. The buyer acknowledges that any misspellings, grammatical errors, incorrect layouts, or design errors present in the final proof are fully the buyers responsibility. Buyers must check the proof carefully for any errors and correct before placing the order. If there is an error in printing that does not reflect the approved proof, we will provide a free reprint and shipping of the labels in question.
Expedited orders are on a first come, first served basis and are subject to a flat Expediting Fee of 50% because they are processed by our staff working overtime hours. This is to ensure that we don't effect the orders that other customers have already placed.
Expedited services and lead times are not guaranteed and are subject to change based on the total work load of the custom merchandise. The expedited fee does not cover any expedited shipping costs.
Shipping and handling charges incurred by any returned item are not refundable.
All returned merchandise must include all blank documentation, literature, accessories etc. If any of these items are compromised, missing or lost, we reserve the right to refuse the return or restock up and above the standard percentage charge.
All returned merchandise must be re-packaged as "a box within a box." Please do not ship your return in the original manufacturer product boxes as the primary packaging. Boxes can be marred and damaged, which will degrade the condition of the box and will seriously affect its restocking / resale value.
Trace Audio will make every attempt to assist you if a product you've purchased from us has failed or needs repair. We do not provide emergency loaner or replacement items at no charge.
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.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at billing@traceaudio.com.