- About us The SoundImports story
- Shipping Shipping and service point delivery
- Return policy Everything about our return policy
Frequently asked questions
1. Order process
1.1 What does the ordering process look like?
By placing items in your shopping cart and then clicking on the shopping cart, you enter your shopping cart and the ordering process begins. To place the order, click on 'proceed to check out’. You can enter your details, shipping method and payment method here. Do you have a comment for one of our employees? Leave it in the 'comment' field. Your order will be shipped if you have paid and the amount is transferred to our account.
2. International shipping
2.1 I did not receive a Track&Trace Code, what now?
Sometimes, the e-mail with your Track & Trace Code ends up in your Spam Folder. If you cannot find it there, please contact our customer support. We will help you within one business day.
2.2 What are the shipping times of SoundImports?
If you order before 4pm on a business day, the product will be shipped out the same day. This only applies if the product is in stock. For international shipping times, please visit our shipping page.
2.3 What are the shipping costs?
The shipping costs vary per country. For more information regarding the shipping costs and delivery times please visit our shipping page.
2.4 On which day will my order be shipped?
If you complete the ordering process before 4pm, your order will be shipped the same business day, if the product is in stock. We do not ship out orders on official Dutch holidays, which are stated below.
- Whit Monday: monday, May 21, 2018
- Christmas Day: tuesday, December 25, 2018
- Boxing Day: wednesday, December 26, 2018
3.1 I have a technical question about my product, where can I get support?
If you have a technical question about a product that you have purchased or want to order a product from SoundImports, please contact our technical customer service. Our technical customer support is available during business hours.
3.2 Are all products suitable for the European market?
Yes, all products that SoundImports offers are suitable for the Dutch and European market. We have deliberately chosen not to offer certain amplifiers and subwoofer/speaker systems as they are not suitable with the Dutch and European electricity grid. If you are still interested in these products, please feel free to contact us.
3.3 Are the products delivered with European cables/plugs?
Yes, all products come with European cables and/or plugs. Brands such as Dayton Audio are from the United States. In order to ensure that you can use these products directly, we always supply a set of European cables and/or plugs with your order. Some amplifiers also include EU fuses.
4.1 My product is defective, what should I do?
The legal warranty applies to all items purchased at SoundImports. Legal warranty means that a product is or must do what you can expect in all reasonableness. A factory warranty also applies to some products. This warranty does not affect the legal guarantee. For more information about returning your order, please visit our return policy page.
4.2 I am not satisfied with my product, what should I do?
If you have a complaint about our products or our service, you can contact us. You will not receive a confirmation of receipt of your complaint, but we will answer your request within two business days. If you do not agree with our solution, you can submit your complaint via the European ODR Platform.
5.1 I'm a business buyer and want to place an order, is this possible?
5.2 Can I place an order at business rates?
If you are interested in placing a business order at SoundImports.eu and enter into a long-term partnership with us, you can contact our sales team via [email protected].
5.3 Is it possible to purchase without VAT?
All European customers outside the Netherlands can place an order without VAT if they are in possession of a valid VAT number. During the check-out you have to change the ‘customer type’ from ‘private’ to ‘business’. The field ‘TAX/VAT number’ will appear and must be filled in with a valid VAT number. Then the VAT is automatically shifted.
5.4 How can I place an order without VAT?
Do you want to place an order without VAT? Keep your valid VAT number at hand and follow the next steps:
- Place the items you want to order in your shopping cart
- Click on your shopping cart and then click on ‘proceed to checkout’
- Your data is requested. Enter your data
- Change ‘customer type’ from ‘private’ to ‘business’
- The extra fields ‘company name’ and ‘TAX/VAT number’ will appear
- Fill out your company name and TAX/VAT number.
- Enter the rest of the details and click on ‘buy’ to place the order
→ The VAT is automatically shifted.
Do you have any questions or are you unable to place an order without VAT? Then contact our customer support service.
6.1 What does the stock status ‘out of stock’ mean?
‘Out of stock’ means that the product is not in stock. We will always try to re-stock the product as soon as possible. When a product is not in stock you can leave your e-mail address on the given page of the particular product and you will receive an email when the product is back in stock. For special lead times you can always contact our customer support team.
6.2 What does the stock status ‘special order’ mean?
‘Special order’ means that your order will only be purchased when the product is ordered. This results in a longer shipping time than you expect from us. For more information about the delivery times, please contact us.
6.3 What does stock status ‘in stock’ mean?
When a product is ‘in stock’ we do have the product in our warehouse and we will be able to ship it out the same day. This applies to orders placed on business days before 4pm.
7.1 How can I pay for my order?
You can pay for your order in the check-out process. SoundImports has a wide range of international payment methods, like PayPal, Credit Card and more. More information about our payment methods can be found on the payment methods page.
7.2 What should I do if something goes wrong during the payment process of my order?
If you run into problems while placing your order, such as a failed payment, you can try placing your order again. If this does not work, we advise you to contact our customer support service.
8. Return policy
8.1 How can I return my products?
If you are not satisfied with your ordered product or you have received a defective product, you can choose to return the product. Please follow the following steps:
- Contact us via [email protected] and state your name, address and your order number in the e-mail.
- You will receive further return instructions by e-mail within one working day.
- Return shipments can be sent to the following address:
9727 AJ Groningen
For more information about our return process, please visit the return policy page.
8.2 What are the costs for returning my order?
The costs for returning your order are for your own account. If you have received a DoA product (Dead on Arrival), SoundImports will pay your shipping costs. Visit the return policy page for more information.
8.3 Within what period can I return my order?
At SoundImports we find it important that you are satisfied with your ordered products. That is why we use a withdrawal period of 45 days. You have the right to withdraw from the contract within a period of 45 days without giving any reason. The withdrawal period will expire 45 days after the day on which you or a third party designated by you, who is not the carrier, will physically receive the good. For more information, please visit the return policy page.
8.4 Can I return my product?
You have the right to return your products to SoundImports within 45 days. If you meet the following conditions, you can return your product:
- You purchased the product less than 45 days ago
- The product is unused and is in its original state
- The original packaging is undamaged
- All accessories (such as plugs / cables) are present
As soon as your return has arrived at SoundImports, we will check it for the above points. We will notify you by e-mail. If your return has been approved, we will refund the order amount to you within one week. For more information about our return policy, please visit the return policy page.