Help
Help Order Status
Q My order was shipped 2 weeks ago and I still have not gotten it. What is the Lost in Mail Policy?
A There's nothing worse than waiting for music. Unfortunately, Insound has a (1) one month policy on items which appear to be lost in the mail for domestic orders. International orders have a one and one-half month policy before being re-shipped. If you have not received your order after this period of time after the shipping date, you can contact KimberlyHelp@insound.com and we will work on getting you another order shipped a.s.a.p. The reason for this period of time is because Priority Mail has no guarantee on the exact time it will take for the order to be received and they offer no tracking numbers. Sometimes orders take longer than 1 week but are usually received within 1 month.
*For orders with any special shipping options (overnight, 2-day air), immediately contact KimberlyHelp@insound.com.
Q When are orders shipped?
A Any online order received before 12 noon EST will be shipped out the same day provided that the item is in stock. Phone and fax orders will be shipped in the order they were received after our customer service representative has entered the order into the system.
Q Does the Overnight Air and Second-Day Air options include weekends?
A No. Overnight Air and Second-Day Air are based on a M-F schedule. For example, if you order on a Friday using Overnight Air, you will not receive your shipment until Monday, or Tuesday using Second-Day Air.
Q What if my order has items that are listed as being on "backorder?"
A While we wish everything were always in stock, backorders do happen. Insound ships all DOMESTIC orders in (2) two parts. We will immediately ship all items that are IN STOCK after receiving your order. If you have backorder(s), we will ship those separately as soon ALL you backordered items are restocked. You WILL NOT be charged for shipping twice, even though you will be receiving 2 separate packages.
INTERNATIONAL ORDERS are shipped in only (1) part. We will hold your entire order until all of your backorders are restocked before shipping.
Q How long do I have to wait before my "backorder" ships out?
A Most backorders are filled within 2-3 weeks. However, if we cannot get the item(s) within three (3) weeks for domestic orders, or four (4) weeks for international orders, we will cancel these backordered items. You WILL NOT be charged for the canceled items. If you don't feel like waiting that long, you may cancel your backorder(s) at any time by emailing KimberlyHelp@insound.com. It's also possible that an item on backorder will be deemed out of print. We will notify you via email if this is the case.If you have ANY questions about whether or not a backordered item is still pending on your order, please feel free to inquire by e-mailing KimberlyHelp@insound.com.
Q If I have item(s) on "backorder" when will I be charged?
A We WILL NOT charge you for your backordered items until they are restocked and ship out to you. Timeframes on backorders vary based on distributor/label.
Q What's the deal with PRE-ORDERS?
A Pre-ordering product is a great way to receive new releases on or near their street date. If you place a multiple item order that includes a PRE-ORDER, the PRE-ORDER will be treated just like a "backorder." As soon as we receive the PRE-ORDER, we will ship it out to you. In most cases, the item will ship in time for the release's street date.
INTERNATIONAL CUSTOMERS NOTE: If your order contains a PRE-ORDER, we must wait until your ENTIRE order is complete before shipping any part of your order.
Q How can I pay for my orders?
A We accept Visa, Mastercard, American Express, Discover, Diners Club AND Money Orders!
NOTE: If paying by check/money order, you MUST check the PAY BY MONEY ORDER box at checkout. DO NOT enter your credit card number.
In addition to regular internet orders, Insound will accept orders received by phone (212.991.5195) or fax (212.625.6482).
Q I emailed Customer Service, but haven't heard back. What should I do?
A We only have one Customer Service guru, and while they're very good at thier job, there's only so much one person can do in a day. All questions are answered in the order they are received. You should receive a response within 24 hours. (Please note that Insound and Customer Service are closed on the weekends and holidays, but we'll answer your questions as soon as we get back to the office.)
Q If I can't find a release, who do I contact to special order product?
A Simply email KimberlyHelp@insound.com and we will do our best to get the product for you.
Q How do I check my order status?
A You can check on your order with KimberlyHelp@insound.com. Insound will also send you order confirmation emails every step of the way which will explain when the order was received, when it was shipped, etc. If you have order status questions that need immediate assistance you may call us at 212.991.5195 or send an email to KimberlyHelp@insound.com.
Please have your confirmation number handy for all inquiries.
Q Do I have to pay duties or tarrifs for international orders?
A Unfortunately, the answer is oftentimes 'yes.' Most countries have local taxes ranging anywhere from 10-25% of an imports' declared value. They do this to discourage people from buying imports. Legally, we must declare a value on all international shipments to eliminate the risk of orders being confiscated at customs. If we declare 'zero value,' it is very likely that your order will be confiscated or delayed. However, we will declare the minimum allowable value and we offer 10% off coupon to all international orders over $100 to offset these extra fees. To realize your savings, simply enter the coupon code below.
Coupon code: inter100
Insound accepts returns for damaged merchandise and offers store credit in all other cases. Please contact customer service within 30 days... Simply call our customer service representative at 212.991.5195 or email us. We will provide you with a return authorization number. When the return is authorized, you must include this number, along with your return address and the item that you wish to return.
The full cost of purchase for the actual product will be credited to your credit card. Insound will provide a credit for shipping charges only for orders that shipped incorrectly or were damaged during delivery. Shipping costs for all other returns are not refundable...sorry. Open product and special orders are non-refundable. Additionally, return shipments cannot be sent COD.
1. Contact Insound Customer Service to obtain a Return Authorization number. You can call Customer Service at 212.991.5195 or email KimberlyHelp@insound.com any weekday from 9AM to 6PM.
2. When you call or email Customer Service, please have the following information available in order to facilitate the process:
Order confirmation number
Your name
Your email address
Your phone number
Product name
Reason for return
3. Re-pack the product and send it back.
Fill out the return label on the back of your invoice and include the Return Authorization Number (RA#).
Enclose the item(s) with the original invoice in a secure package.
Place the return label on the package and ship it to the address given to you by Customer Service.
Because we know how important security is for our customers, Insound has taken great measures to ensure the security and confidentiality of ordering information such as credit card numbers, addresses and personal data.
Insound uses SSL (Secure Sockets Layer) technology for encrypting data transmitted over the internet. SSL was created by Netscape and is supported by most internet browsers, including Netscape Navigator and Internet Explorer. If you see a blue line at the #top of your window and a symbol (usually in the lower portion of your screen) that looks like a lock and key, then you are protected by SSL protocol. Other browsers use similar, but not necessarily identical, indicators.
Insound is also registered with a site identification authority (VeriSign) which enables your browser to confirm Insound's identity before transmissions are sent. VeriSign technology provides the strongest security available today (it is used by the military for securing information and data transmissions).
Q Why aren't the drop-down menus at the top of the page and the "buy" links working?
A You might have JavaScript disabled. We've recently made upgrades to the way our menu navigation at the top of each page works, along with the way our "buy" links add items to your cart. Please turn on JavaScript in your browser to use these features and enjoy the full Insound experience.
Q Can you help me with recommendations?
A Of course! Just email kimberlyhelp@insound.com (a real live person!) for recommendations and she'll be glad to suggest some great bands and albums.
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