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Return Policy - Frequently Asked Questions

Have a question about our return policy? Check out these frequently asked questions to find your answer!


How do I return product(s)?

Returns can be completed in three easy steps:

  1. Request return authorization - Request a Return Authorization (RA) through your Sonic Electronix account or give us a call at 502-200-8010 ext. 2. Once you have our approval, you can purchase a discounted UPS label through your Sonic Electronix account, however you’re also welcome to use another carrier of your choosing. Prepaid labels are free only if your product(s) is defective.
  2. Prepare your package - Please ship the product(s) back to us with the same care we ship it to you. Carefully package the product(s) within the manufacturer's packaging, then in a separate brown ship box (use the shipping box we sent originally if possible). Use packing peanuts, bubble wrap or any carrier approved boxing material as to avoid any damage during transit. Write your RA # on all six sides of the shipping box.
  3. Ship your package - If you use a return shipping label from Sonic Electronix, you can drop off the package at any UPS approved facility or drop-off location. For those that receive daily shipments from UPS, you can also wait for your next delivery and just hand the return shipment to your driver. Otherwise, please drop off the package at whichever alternative carrier you select.

What is your return address?

Returns Department
10645 Freeport Drive
Louisville, KY 40258


How do I access my Sonic Electronix account?

Go to your “my account” page from anywhere on our SonicElectronix.com website: this can be found at the top right of your screen. If you have a shipment from Sonic Electronix, you have an account with us. Normally your credentials are:

  • Username: Email Address
  • Password: Billing Zip-Code (unless otherwise created/changed by you)

If you know your username but forgot your password, you can reset your password here. Also if you have never logged into your account and don’t know your credentials, try using the same password reset link with your email address. If you still can’t access your account, please call us at 502-200-8010 ext. 2.


I was able to login into my Sonic Electronix account, but I don’t see my order?

One of two things happened:

  1. You checked out as a "guest". Guest checkout purchases are hidden. Please email support@sonicelectronix.com or call us at 502-200-8010 ext. 2: we can make that visible for you.
  2. You created duplicate accounts. If you created an account after we shipped your order, that will not be linked to your purchase. Please email support@sonicelectronix.com or call us at 502-200-8010 ext. 2 so we can merge those accounts and clarify your login details.

Who covers return shipping?

If your product(s) is defective within 60 days, we will cover the return shipping expense (48 states only). Otherwise if product(s) is returned for any other reason, you are responsible for paying return shipping back to our Louisville, KY facility. If you wish to save time and money, we invite you to purchase your return shipping label through our website (see: “How do I purchase a return shipping label?”). Return shipping for warranty requests outside of our 60 day returns are the customer’s responsibility both ways (to us, and back to you).

Note: if your product(s) has any physical damage do not send it back, we will do a shipping claim so the carrier can arrange a pick-up from the delivered location.


How do I purchase a return shipping label?

For customers within the U.S. 48 states, we invite you to save time and money by purchasing a return shipping label (carrier: UPS) through your Sonic Electronix account. After the RA is approved, from your My Account page:

  1. Under "Orders" click "Return Authorizations (RAs)".
  2. Under "View Previous Return Requests" click on the "Return ID" that displays "Pending reception - approved".
    • If you do not see any “Return ID,” go to “Request a Return Authorization” as the RA needs to be submitted and approved before you can access this page.
    • If you see the “Return ID” but the status does not display “Pending reception - approved,” please email support@sonicelectronix.com or call us at 502-200-8010 ext. 2 for re-approval.
  3. At the top of the page under "Return Label," click "Purchase and print a return label for this Return".

All customers outside the U.S. 48 states (including international) are responsible for paying shipping both ways.


How do I print a prepaid return shipping label for defective product(s)?

After the RA is approved, from your “my account” page:

  1. Under “Orders” click “Return Authorizations (RAs).”
  2. Under “View Previous Return Requests” click on the “Return ID” that displays “Pending reception - approved.”
    1. If you do not see any “Return ID,” go to “Request a Return Authorization” as the RA needs to be submitted and approved before you can access this page.
    2. If you see the “Return ID” but the status does not display “Pending reception - approved,” please email support@sonicelectronix.com or call us at 502-200-8010 ext. 2 for re-approval.
  3. At the top of the page under “Return Label,” click on the pre-paid label we created for you.

What happens if I return a non-defective product?

Sonic Electronix tests all merchandise when you report a defect. If any merchandise is tested to be non-defective (i.e. the product is fully operational) in our test bench environment, we do charge a testing fee ($25) for symptoms that can not be replicated. Therefore, if you're not sure if the product(s) defective or the installation needs adjustment, please consult with a local professional to diagnose and test your system prior to sending back any equipment to Sonic Electronix.


What happens if my product(s) is defective outside of 60 days?

  1. Go to the product(s) page.
  2. Go to “Features and Specs” tab.
  3. Scroll down to “Warranty and Return Policy.”
    1. “Manufacturer” = contact the manufacturer.
    2. "SonicElectronix.com” = contact Sonic Electronix.

Do I need to keep my product(s) packaging and shipping box?

We recommend that you keep the product(s) packaging material (e.g. manufacturer's box/packing material, manual, accessories and paperwork). We also suggest that you keep the shipping box and packing materials until your product(s) are out of warranty: it's always better to have it when you need it.


When will I receive my credit or refund?

Factoring that we need to get your product(s) back, please track your returned package with the shipping carrier you selected to verify delivery to our Louisville, KY warehouse. If the product(s) has been delivered, it normally takes us 1-2 business days to process product(s) and apply credit or a refund. Credit/Debit Card refunds will take 3-5 business days to appear available back onto your original form of payment. PayPal refunds will take 2-3 business days to appear available back onto your PayPal account.


Can I send back open or used merchandise within the first 60 days?

As our policy states, we do not accept open or used products for return. If your product(s) is defective, we will gladly exchange it for you for the same product or alternative products at our discretion.


What is the return policy on open box or refurbished product(s)?

Refurbished and Open Box products are covered by our same Return Policy. The warranty period for a Refurbished or Open Box product is listed within the Item Description on the product page.


How long does it take to replace product(s)?

Depending upon your location, returning product(s) for replacement takes 1-2 weeks to ultimately get your replacement product(s). We are located in Louisville, KY so please factor the return shipping time, processing time and the replacement delivery.


How long does it take to repair product(s) under the SonicElectronix.com warranty?

For product(s) covered by SonicElectronix.com warranty, so long as the product(s) not discotinued or out-of-stock, we will replace the part(s) received for new equipment. If the product(s) is out-of-stock, we will ask for you to wait for our inventory replenishment. If the product(s) is discontinued, we will either send it out for repair or offer an alternative solution.


When should I report lost or damaged merchandise?

Due to carrier policies we require all damage or loss claims be reported within 10 calendar days from the delivery date. If you contact us within the appropriate time, we will launch an investigation with the shipping carrier so you’re protected. Please do not contact us if you are outside of 10 calendar days as your resolution time has expired and any resolution will need to be met directly with the courier.

Still have a question?

Please look back to our full return policy page where we outline most information. If your question still hasn’t been answered, please do not hesitate to contact us:

Call us at 1-502-200-8010