Shipping Policy - Elite Custom Sound

Order Processing & Tracking

• All orders will receive a tracking number via email once the shipping label has been created. This confirms that the order has been processed and shipped.
• Customers are responsible for tracking their shipment using the provided tracking number.
• Signature confirmation is required for high-value items.

Responsibility After Shipment

• Elite Custom Sound is not responsible for lost, stolen, or delayed packages once they leave our warehouse.
• We strongly recommend customers monitor their shipments and ensure someone is available to receive their package.
• If an order is marked as delivered by the shipping carrier but the customer claims non-receipt, the customer must contact the shipping carrier directly to file a claim.

Shipping Insurance

• Shipping Insurance

  We offer optional shipping insurance at checkout to provide added protection for your order.

  Coverage & Liability

  • If a package is lost, stolen, or damaged, and the customer has purchased shipping insurance, Elite Custom Sound will cover the cost of the item, but not the shipping fees.
  • If the customer does not purchase shipping insurance, Elite Custom Sound is not liable for any lost, stolen, or damaged packages.
  • Insurance coverage is limited to the value of the item(s) purchased and does not extend to any indirect or consequential losses.

  Process for Redeeming Insurance Claims

  To file an insurance claim, the customer must:

  1. Report the issue to support@elitecustomsound.com within 10 business days of the estimated delivery date.
  2. Provide necessary documentation, including:
     • Order confirmation and proof of purchase.
     • Tracking number.
     • Photos (if applicable) of the damaged item and packaging.
     • A written statement detailing the issue.
  3. Await claim processing—claims are subject to verification and may take up to 14 business days to resolve.

  Refundability of Insurance

  • Shipping insurance is non-refundable, even if the order is later canceled or returned.

  Coverage Limits & Exceptions

  • Insurance provides full coverage up to the total value of the purchased item(s), excluding shipping costs.
  • Certain items may be excluded from coverage or require additional verification before a claim is processed. These include:
    • Refurbished or used items (which are sold as-is and not eligible for replacement).
    • Items lost due to incorrect shipping addresses provided by the customer.
    • Claims that are inconsistent, unverifiable, or suspected of fraudulent activity.
    • Orders marked as delivered by the carrier—if a package is marked as delivered but the customer claims non-receipt, they must file a claim with the shipping carrier directly.

  We reserve the right to decline coverage in cases where foul play is suspected or if the claim does not meet the above conditions.

  For questions regarding shipping insurance, contact support@elitecustomsound.com.

Damaged Items & Claims

• If an item arrives damaged, the customer must:
  • Email support@elitecustomsound.com with clear photos of the damage.
  • Keep all original packaging, as it is required for any damage claim.
  • Damage claims must be reported within 48 hours of delivery
• Customers must file the claim with the shipping company directly, as Elite Custom Sound cannot file on their behalf.
• We will assist by providing proof of purchase and any necessary documentation to support the claim.

Shipping Timelines & Delays

• Estimated shipping times are provided at checkout, but delays may occur due to peak seasons, holidays, natural disasters, or shipping carrier issues.
• Once an order has shipped, any delays are beyond our control. Exceptions where human error on our part have occurred may be resolved on a case-by-case basis at the discretion of customer support and in accordance with our returns and refunds policy.

Return & Replacement Policy

• Customers may keep a lost status item that has later been found only in the event that the the claim has been approved and paid out. Failure to comply will result in the full amount of the item being charged to the original payment method and  customers are notified before a charge is made. Failure to settle the payment of non-approved items may result in the debt handed off to collectors.
• Return & Replace policy applies only to brand-new items. All used, as-is, damaged, or clearance items are subject to this rule. In the event that items may not be labeled as final sale due to human error, all items with a description of damaged, as-is, or heavily reduced will default to this article in the policy.
• Items sold as refurbished or used are non-returnable and non-replaceable. We may forget to tag some items as "sold as-is" so assume if it's labelled damaged or is heavily reduced, this stipulation / clause applies.
• Approved refunds or replacements will be processed within 5-10 business days.
• Elite Custom Sound reserves the right to inspect returned items before approval.
• If a return is initiated outside the 14-day return window, the customer is responsible for return shipping costs. As stipulated in our case-by-case and good will clauses, not all orders will be eligible to qualify for this article. We reserve the right to refuse a return based on the individual case, be it by virtue of the item, the quality, expectations or if we suspect foul play. 

  • Foul play is defined as any activity that appears to be dishonest, fraudulent, or abusive toward our return process. This includes but is not limited to:

    • Repeated returns or excessive claims that indicate potential misuse of our return policy.
    • Inconsistent or suspicious claims, such as conflicting information or exaggerated damage reports.
    • Attempts to return different or used products under the guise of a valid return.
    • Customers exhibiting aggressive, hostile, or inappropriate behavior towards our staff, including excessive demands, threats, or unreasonable expectations.
    • Any other conduct that, in our reasonable judgment, suggests an attempt to exploit our policies in bad faith.

    We reserve the right to refuse returns if we determine, at our discretion, that the request falls under any of the above conditions. Our goal is to maintain a fair policy that benefits all customers while protecting our business from fraudulent or unreasonable claims.

Store Credit for Denied Returns

If a return request is denied due to ineligibility under our standard return policy, Elite Custom Sound may, at our discretion, offer store credit instead of a refund or replacement. Store credit will be considered on a case-by-case basis and is not guaranteed.

Conditions for Store Credit Eligibility:

• The item must be new and unused, in its original packaging, and in resellable condition.
• The request must be made within 30 days of the original purchase date.
• Items marked as final sale, clearance, used, or refurbished are not eligible for store credit.
• Store credit is issued only for the item's purchase price (excluding shipping fees and other associated costs).
• Store credit cannot be exchanged for cash and is valid for 12 Months from the date of issue.

We reserve the right to decline issuing store credit if we determine the request is inconsistent with our policies, including cases involving suspected foul play, excessive returns, or misuse of our return system.

For questions about store credit eligibility, please contact support@elitecustomsound.com before initiating a return request.

Lost, Stolen, or Missing Packages

• Elite Custom Sound LLC and our affiliates refuse responsibility of a package once shipped. For this reason, we cannot offer a guarantee that items will arrive within the suggested window of time. Please allow 7 working days after the expected delivery date before submitting a claim for lost or missing packages.. If an order is lost in transit, customers must contact the shipping carrier to file a claim.
• Elite Custom Sound does not replace or refund orders once they have been handed off to the shipping carrier unless the customer has purchased shipping insurance.
• Elite Custom Sound does not control third-party shipping carrier policies.

Acts of Goodwill

• Partial compensation may be considered on a case-by-case basis, depending on the situation and the item. Acts of goodwill are at our sole discretion and should not be expected or assumed for any claim.

If you have any concerns or need assistance, please contact support@elitecustomsound.com