Frequently Asked Questions
- What payment forms do you accept?
- We accept all major credit cards, debit cards (local regulations permitting), and checks. All Consignment Items must be prepaid.
- What shipping companies do you use?
- We primarily use Federal Express and UPS. Upon special request, DHL and Purolator
Courier may be used. For urgent same-day shipment, Delta Dash, and Southwest
Airlines may be used to locations served within the continental US. To certain
destinations, Greyhound Bus parcel delivery is an excellent alternative for
same-day delivery. For local same-day deliveries, professional courier service
is available.
- How late can I order for next day delivery?
- Orders received at our US location by 4PM CST or at our Canada location by
4PM EST for items in stock can be shipped FedEx Express the same day. Orders
received by 1PM (EST in Canada, CST in US) can be shipped by ground the same
day. If you miss ordering by 4PM CST we can still get your order out by the
end of the business day for an added rush fee of $15.
- Do you allow walk-ins? Can I visit your store's location? Please?
- Absolutely. We have showrooms at our US and Canadian locations where you can inspect and try out the
latest gear. Just call for directions or use one these links for a map of the location you need:
Nashville | Toronto | Vancouver
- How long have you been in business?
- Trew Audio has been in the business of Film and Television production sound since 1980.
- What about Sales Tax?
- There is no state or provincial tax charged for sales or rentals shipped outside of the state of Tennessee or
outside of the provinces of Ontario or British Columbia. Purchases or rentals received in Tennessee, Ontario or British
Columbia are subject to local taxes. GST is added to all shipments shipped within Canada. Repair and maintenance service
performed at our US location is subject to Tennessee Sales Tax regardless of destination. If you are tax exempt, we must
have an appropriate exemption certificate on file to code your account accordingly.
- Are items insured in transit?
- Yes. Shipments are always insured unless the customer submits a signed voucher
to accept liability. Trew Audio has a special insurance policy for shipping,
so we are able to offer rates much less than, for example, FedEx or UPS charge.
- Do you match or beat prices?
- Because of the level of service we offer, we may not always offer the lowest
price on a given item. Our long-time professional customers understand the
added value of our service. However, we do consider the competitive market
and we appreciate the opportunity to bid against other legitimate quotes.
- Do you have a mailing list?
- Yes. A growing number of our customers receive important professional news and announcements by email.
Regularly scheduled "E-Sale" announcements, often with special pricing, go to those who are registered on
our mailing list. Our newsletter, The Mixer goes out periodically as a supplement to the information that
is on our web site. To subscribe fill out our Mailing List Form.
- How do I set up an account with credit terms?
- You can either request that an account application be sent to you, or
you can print one out directly from our web site --
www.trewaudio.com/creditap/. We will review it and set up your account
accordingly.
- Can I special order items not specifically mentioned?
- Absolutely. One of our sales team will be glad to make special orders for you. Our Fabrication
Department fills custom requests every day.
- What do you do with my contact information/e-mail?
- Customer information is used only for purposes of maintaining your account
and for Trew Audio's own informational mailings. We do not share it with
anyone outside of our company.
- What is your return or exchange policy?
- Trew Audio must be contacted by the purchaser within 5 days of the sale of new merchandise in order to
be eligible for any refund or exchange. Newly purchased equipment that is non-working or faulty is excluded
from this requirement. The merchandise must be returned in new condition and with all original packaging and
materials. Any items returned within the 5 day period that do not meet the "new condition" standard will be
subject to a 20% re-stocking charge or returned to the customer with no refund available. Whether or not the
merchandise meets the standard of "new condition" will be determined by Trew Audio upon the return. All return
shipping charges including any duties and taxes are the responsibility of the customer.
- Any exchange shipped before the return of the original purchase will be charged before shipping. Any credit
due will be issued only on receipt of the original item.
- Items that are considered non-stocking items or have been specially ordered are subject to any return
requirements from the manufacturer.
- All expendable items are non-returnable with one exception. Unused, unopened recording media, still in
original sealed shrink wrap, may be returned with a 20% restocking fee.
- Custom cables, unless faulty are non-returnable. The customer is responsible for all descriptive parameters
of any custom cable. Every effort should be made to describe the details of the cable correctly including length.
- Consignment purchases may be returned for any reason within 5 days from the time of receipt of the item.
Shipping and duties or taxes associated with shipping the purchase are not refundable.
- Do you accept and fulfill international orders?
- Yes. Our shipping departments are skilled with the requirements of international
shipping. Our international customers and shipments continue to grow in number.
We often ship as far away as the UK, Sweden, Australia, Japan, France and
Chile, and everywhere in between! International orders are accepted via telephone,
email, or our on-line store.
- Are international shipments expensive?
- International shipping can be more expensive. Sometimes duties, brokerage, and other fees are added as well.
While we will make reasonable efforts to keep these costs low, international import and export fees are ultimately
not controlled by Trew Audio, and will be the expense of the recipient. The buyer must also be aware that international
shipments can be held up in customs in unpredictable ways, and when out of the carrier's hands it becomes impossible
to absolutely guarantee delivery within the previously specified time frame.
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