Customer Service

Ordering Information

How to Order from Sonido Live:

Whether you choose to take advantage of the wealth of knowledge found by talking directly to one of our highly-trained and experienced Sales Engineers, or prefer the convenience of ordering online, by email, by phone, by Facebook and other social media sites or regular mail, you'll find your purchasing experience with Sonido Live smooth and simple.

  • Order Online: Visit us at www.sonidolive.com to order online, seven days a week, 24 hours per day. Just about everything we sell is available online, and you can order with confidence through our secure server. In addition, regular online features in our blog will keep you informed and help you make buying decisions.
  • Order by Phone: To place an order with Sonido Live by phone. We'll put you in touch with your personal Sales Engineer, who can offer you late-breaking product information, news of special offers, and price, availability and shipping details on your purchase. 

    Your Sonido Live Sales Engineer can be reached (all times are Pacific Standard Time): 

    - Monday-Thursday, 10 am - 9 pm
    - Friday, 10 am - 8 pm
    - Saturday, Sunday 11 am - 7 pm
  • Order by Mail: Once you've coordinated your purchase with your Sales Engineer, you can mail your order to: 

    Sonido Live
    1140 E. 11th St. Los Angeles, CA 90021

Institutional, Educational, Nonprofit Sales:

We accept approved Purchase Orders from institutional, educational and nonprofit accounts. Call your Sonido Live Sales Engineer at (213) 688-8860 for information. All purchase orders are subject to verification and credit approval.

If you're an California-based nonprofit organization that qualifies for sales-tax exemption, please call your Sonido Live Sales Engineer for assistance with your order.

How To Cancel or Change an Order:

We work hard to ensure that the product(s) you order from Sonido Live are the right fit for your needs and your budget. However, we recognize that on occasion you must cancel or change an order. The first thing to do is call your us at 1-213-688-8860.

Many orders leave our warehouse within 24 hours, so it is sometimes impossible to stop your order from shipping. In this case your Sales Engineer will assist you with a Return Authorization request. While we maintain the most liberal return policy in the industry, some items cannot be returned for very specific reasons. These items include software and any item that is considered personal, such as an earphone, etc.  

Accepted Payment Methods

Sonido Live offers more payment options than any other online music retailer. In addition to our very own Sonido Live Credit Card, we accept Visa, MasterCard, American Express, Discover and PayPal.  You can use PayPal on both online and telephone orders. We also offer PayPal Credit and flexible leasing options. You can also pay by money order, C.O.D., or certified or personal check (a waiting period is required for the check to clear). We accept cash at our Los Angeles, CA showroom (do NOT send cash through the mail).

When will my credit card be charged?

Sonido Live does not charge you in advance for orders that are not in stock and ready to ship. In the event that your order must be split (i.e., one item is in stock and one is backordered) we only charge for the part that is shipped. Once the balance of your order is ready to ship we will apply charges for that. One important thing to note here is that every order at Sonido Live is reviewed and attended to by a highly-trained Sonido Live employee before your credit card is charged to make sure that each and every order receives the personal attention it deserves.

No Sales Tax:

Sonido Live does not collect the sales tax for any purchases made from outside of the state of California. 

If you're an California-based nonprofit organization that qualifies for sales-tax exemption, please call us for assistance with your order.

Create a Personal Account

You don't need a personal account to shop and order at Sonido Live. But registering for an account makes it easier for you to shop during future visits. Plus, with an account, you can view your order history anytime, and set up your preferences for receiving print and electronic communications from Sonido Live. It's easy to create an account, and you don't need to keep your credit card number on file if you don't want to.

To create a personal account or to log in to your account, just click the "My Account" link at the top of this page. Or, you can create your account when you check out.

If you have an account and you've forgotten how to access it, remember that your e-mail address is your user name. There's a link on the page to follow if you've forgotten your password. Or, call your Sales Engineer for assistance.

Warranty

All items sold by Sonido Live are warranted solely by the manufacturer. All items needing repair should be sent to the manufacturer directly for service. Sonido Live is not liable if the manufacturer fails to perform warranty service.

Sonido Live will not be responsible for any consequential or incidental damages resulting from the sale or use of any merchandise purchased from us, or by not receiving the merchandise in a timely manner. Sonido Live's liability is limited to the monetary value of the merchandise.

Returns

Effective March 16th, 2019:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

Several types of goods are exempt from being returned. Special orders cannot be returned. We also do not accept headphones, earphones or products that have already been registered by the warranty.

Additional non-returnable items:
- Registered products
- Downloadable software products
- Discontinued products, closeouts, and used products
- Damaged products
- Special orders
- Oversized or overweight items
- Software
- Speakers

To complete your return, we require a receipt or proof of purchase as well as an RMA # ("Return Merchandise Authorization Number"). To acquire an RMA #, you must reach out to a Sonido Live team member for an RMA # online or at hello@sonidolive.com

How to Make a Return:
To ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist:

- Please write the RMA number on the shipping label and NOT on the product box itself.
Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

- If your package was originally shipped double-boxed, please return the unit(s) double-boxed.

- The product should be packed in the original product box with the UPC codes intact.
When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.

- Remember that if your order was shipped for free, the cost of outbound shipping will be deducted from your return credit.

Please do not send your purchase order back to the manufacturer. Please do not send your purchase order to us without an RMA #.

There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

How Refunds Are Issued:

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days:

- Credit cards: 3-5 business days (Refund Time [Once Refund Is Processed])
- Debit cards: Up to 10 business days (Refund Time [Once Refund Is Processed])

Partial Refunds or Re-stocking Fees:

If You Return the item or items in original condition past the return window still inside its box with all the accessories and packaging material - re-stocking fee: 25% of the item's price.

Items that are damaged, missing parts, not in the original condition, or have obvious signs of use, wear and tear for reasons not due to a seller error - re-stocking fee: Up to 50% of the item's price.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@sonidolive.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@sonidolive.com and send your item to:

Sonido Live
1140 E. 11th Street
Los Angeles CA 90021
United States.


Shipping & Delivery

FREE Shipping:
Sonido Live has the best shipping deal in the world. Our FREE SHIPPING* promotions with no minimum purchase, on nearly everything we sell, all courtesy of Team Sonido.

Additional Shipping Options
If your order does not qualify for free shipping, or if you require faster delivery, you will still enjoy very reasonable shipping rates. After entering your Zip Code on the checkout page, we'll show you your shipping options and charges.

Free Shipping Details:
- Our Free Shipping offer is available in the contiguous United States only. Orders shipped to Alaska, Hawaii, Puerto Rico, Guam, U.S. Military bases, or international addresses do not qualify.

- Items purchased with a PO (purchase order) do not qualify for Free Shipping.
Free Shipping does not apply to special orders and oversized/overweight products.
If you return your purchase, then the cost of shipping will be deducted from any refund or credit.

- Lightweight items (13 ounces or less) will be shipped via the United States Postal Service (USPS). This is trackable and normally arrives within two to four business days. Heavier items ship via UPS Ground. Delivery times range from one to seven days, depending upon the distance to the destination.

Free Shipping may not be combined with other offers or discounts.

Freight items (up to 150 lbs.) ship via FedEx Freight® Economy or UPS Freight Economy. Typical delivery time ranges from four to seven business days. Priority options are available.

* Certain items, such as special order or oversized may not qualify for free shipping.

(NOTE: If you should return your purchase, the cost of shipping will be deducted from your credit or refund.)

Additional Shipping Options:

If your order does not qualify for free shipping – or if you require faster delivery – you will still enjoy very reasonable shipping rates. After entering your Zip Code on the Sonido Live Checkout page, we'll show you your shipping options and charges. Just select the method you prefer.

UPS Ground – U.S. only. 1–5 business days within the contiguous U.S. 6–7 business days to Alaska and Hawaii. An economical choice for all of your routine shipments. With guaranteed delivery, know in advance when your shipment will arrive

UPS Next Day Air Early - Next business day delivery available as early as 8:00 A.M. to most major cities in the U.S. or by 9:30 A.M. to most other cities. UPS delivers to more ZIP codes by 8:00 A.M. than any other carrier.

UPS Next Day Air - Ideal service for shipments that must arrive the next business day. UPS Next Day Air serves more ZIP codes and more businesses by both 10:30 A.M. and 12:00 P.M. than FedEx Priority Overnight

UPS Next Day Air Saver - Next business day afternoon delivery or your money back
Delivery by 3:00 P.M. or 4:30 P.M. to most commercial destinations, by end of day for residential locations.

UPS 2nd Day Air - Economical option for shipments that do not need overnight service
Guaranteed delivery to every address throughout the continental U.S. and Puerto Rico.

UPS 2nd Day Air A.M.® - Cost effective option for time-sensitive business needs
Delivery by 10:30 A.M. or 12:00 P.M. of the second business day to most commercial destinations in the U.S.

Require Signature for Delivery – This service is available for all the delivery options above. It ensures that your order will only be delivered when you are present to sign for the delivery, preventing packages from being left at your door when you're not home.

In certain situations (such as unusually large or heavy items), we'll work with you to determine the most effective and economical shipping method. Call us at (213) 688-8860 for assistance.

International Shipping:

Due to manufacturer restrictions, we are limited in what we can ship outside of the United States. Please call us to find out if the item(s) you are interested in can be shipped internationally. The following are exceptions to this policy (some restrictions apply for these destinations):

Puerto Rico
US Military addresses (i.e. APO and FPO addresses)
Locations that use a US Postal ZIP Code, such as Guam, The Virgin Islands, etc.
Call us at (213) 688-8860 for more information.

Check Your Order Status Online:
Here at Sonido Live, we can track your order for you and give you up-to-the minute information on its location. It's secure and convenient way to keep tabs on your order all the way from our door to yours. We want you to enjoy your shopping experience with us from start to finish!

Please note: this refund policy is for www.SonidoLive.com and NOT its retail store. Each retail store has its own return policy.

Several types of products are exempt from being returned. Special orders are exempt from being returned.

For information on our return policy, please click here. 

FREE Shipping

For information on our shipping and delivery policy, please click here.

Special Orders

For information on our SPECIAL ORDERS policy, please click here.

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