FAQ
Contact & Support
How can I contact you?
Email us at hello@soundband.co or use the contact form on our site. We typically reply within 24–48 business hours (Mon–Fri).
What are your support hours?
Monday–Friday, 9:00–18:00 (local time). Messages sent on weekends/holidays are answered the next business day.
Orders & Processing
How do I place an order?
Add items to cart → checkout → receive an order confirmation by email.
Can I change or cancel my order after placing it?
We can edit/cancel within 12 hours of purchase if the order hasn't been processed. Email hello@soundband.co ASAP with your order number and the requested change.
I entered the wrong address—what now?
Email hello@soundband.co immediately. If the order hasn't shipped, we'll update it. If it has shipped, please contact the carrier with your tracking number.
Shipping & Delivery
How do I track my order?
You'll receive a shipping confirmation with a tracking link once your order leaves the warehouse. Tracking may take 24–72 hours to update. You can also check your order status at soundband.co/apps/track.
Where are your products shipped from?
From our partner warehouses in the US, EU, and Asia. Your order ships from the location best able to fulfill it quickly.
Where do you ship to?
Worldwide to most countries. Available options and rates are shown at checkout.
How long does shipping take?
Processing: 1–3 business days
Estimated delivery:
- US/EU: 5–12 business days
- UK/CA/AU/NZ: 7–15 business days
- Rest of world: 10–20 business days
(Delays may occur during peak seasons, customs checks, or to remote areas.)
Will my order arrive in one package?
Sometimes items ship separately to speed delivery. You'll receive separate tracking numbers if that happens.
Customs, duties & taxes
Import fees may apply depending on your country. These are set by local authorities and are the customer's responsibility.
Payments, Security & Pricing
Which payment methods do you accept?
Major cards (Visa/Mastercard), PayPal, Apple Pay, and pay-in-4 options where available.
Is checkout secure?
Yes. We use encrypted checkout and never store full payment details.
Which currency will I be charged in?
Prices display in your local currency where possible; final charges process in the store currency shown at checkout. Your bank may apply conversion fees.
Do you offer discount codes?
Yes—enter the code at checkout. One code per order unless stated otherwise.
Returns, Refunds & Exchanges (30-Day Policy)
Can I get a refund on my product?
Yes. We offer a 30-day refund policy from the delivery date.
Eligibility
Item must be unused, in original condition, with all tags/accessories.
Certain items are non-returnable (e.g., perishable goods, intimate items, customized products). See our Returns Policy page for details.
How do I start a return?
Email hello@soundband.co with your order number, reason, and photos if applicable.
We'll send return instructions and the return address.
After inspection, we'll issue a refund to your original payment method.
Return shipping costs
Unless the return is due to our error or a defective item, return shipping is the customer's responsibility. Use a trackable service.
Damaged, defective, or wrong item
Report within 7 days of delivery with photos; we'll arrange a replacement or refund.
When will I receive my refund?
Once your return is received and inspected, refunds are typically processed within 3–7 business days. Your bank may take additional time to post the credit.
Exchanges
For the fastest exchange, return the item for a refund and place a new order.
Lost, Late, or Stolen Packages
My tracking hasn't moved.
If there's no update for 7+ business days, email hello@soundband.co and we'll investigate.
Marked delivered but not received
Check with neighbors and your local post office. If still missing after 48 hours, contact us—carrier claims may be required.
Miscellaneous
Wholesale or bulk orders
Email hello@soundband.co with your requirements.
Do you offer a warranty?
Yes, a limited manufacturer warranty covers defects (terms vary by product). Email hello@soundband.co with your order details.
How do I unsubscribe from emails/SMS?
Use the unsubscribe link in our emails or reply STOP to SMS. You can re-subscribe anytime.
