FAQ

How do I contact SoundproofCow.com?

Please click here for contact information


Does SoundproofCow.com offer any technical support or advice?

SoundproofCow.com’s Acoustical Advisors are available to provide information about out products and to assist you in making the best, most informed decisions about how to resolve your acoustical issues.


Does SoundproofCow.com have a walk-in store or will call facility where I can physically pick-up my merchandise?

We do not have a walk in store. Basically, we have a couple large warehouses packed with soundproofing products. Customers are welcome to pick up their materials but need to make arrangements in advanced. Most orders are placed either online or via phone and shipped via UPS or freight carrier.


Does SoundproofCow.com accept phone, fax, email or snail mail orders?

Yes, in fact we urge our customers to call us for volume pricing or special orders! Please click here to contact us.


Does SoundproofCow.com charge sales tax?

Sales tax is only applied for orders shipping into Pennsylvania or Tennessee where SoundproofCow.com has nexus for state tax purposes under applicable laws. The sales tax is calculated based upon the total order price, including shipping and handling charges. The tax imposed by Pennsylvania and Tennessee on shipping and handling is part of the state sales tax, not a separate tax.


I am a tax-exempt or government employee, how do I place an order with SoundproofCow.com without being charged for tax?

Customers who are eligible for tax exemption should file a tax exempt form with SoundproofCow.com If you have not filled out this form, you can obtain one here. Please contact the customer contact center for assistance in processing your order.


What payment methods does SoundproofCow.com accept?
  • Visa
  • MasterCard
  • Discover Network
  • American Express
  • Prepaid company check
  • Personal check
  • Cashier’s check
  • Money order
  • Purchase orders
  • Wire Transfers

No C.O.D.’s please. Please accept our apologies, but we do not accept international credit cards at this time.


After I submit an order with SoundproofCow.com, how will I be advised of the order's progress?

SoundproofCow.com will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped.


How can I check my SoundproofCow.com order status online?

If you are a registered user, go to the order status page


How long does it generally take to process an order?

It takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method and your local UPS guidelines for delivery.


I didn't see an order confirmation page. Was my order submitted successfully?

If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. You should receive an email confirmation from our servers within approximately 15 minutes. If you do not receive this email, please Contact our Customer Contact Center at 1-866-949-9COW to make sure your order was received.


I think I may have inadvertently placed a duplicate order. What should I do now?

Call SoundproofCow.com customer service at 1-866-949-9COW. We will void the order for you as long as it has not yet been invoiced or shipped. If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call the appropriate shipping carrier to refuse those shipments. You will be refunded in full when those items are returned to SoundproofCow.com.


Can I add, change or remove items from my order after it has been submitted?

You may request a change to or cancel your order provided the order has not been charged to your account. Changes need to be made quickly so please call the Customer Contact Center at 1-866-949-9COW. We strongly discourage sending change order or cancellation requests via email because it is unlikely we will receive the message in time to make an adjustment.


Is the SoundproofCow.com website secure? What security features are in place to safeguard my information?

Security is a top priority at SoundproofCow.com. When you submit sensitive information via the website, your information is protected both online and offline.

When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption method currently available. SoundproofCow.com uses one the most advanced SSL protocols available.

Access to all of our users' information is restricted. Only employees who need the information to perform a specific job are granted access to personally identifiable information. If you wish to have your financial information removed at the time of your order, you may opt to have your financial information deleted from our records upon completion of your order. Otherwise, you may contact us at 1-866-949-9COW to request that your information be deleted from our database. For future transactions, you will be required to re-enter your information.

All SoundprofCow.com servers, including web servers and database servers, are housed and maintained in secure locations. Access to the database is strictly monitored and protected from outside access. Internet access is restricted and protected by firewalls and password protection. The servers on which we store personally identifiable information are kept in a secured environment, inside a secured and locked room. All backups are stored and locked in a high-level security room. Only personnel with proper security clearance have access to these restricted areas. Tape backups are not permitted to leave the premises without prior authorization.

...that and our attack cow won’t let anybody near them, unless they know the secret password...

All employees are updated with the latest information on our security and privacy practices. Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy and of what they can do to ensure that our customers' information remains protected.


Does SoundproofCow.com sell or release my personal information?

SoundproofCow.com respects your privacy. We will not sell, share, or rent your personal information to any third parties, except as outlined in this policy. We collect information from our customers to process orders and better serve you with beneficial information, such as order confirmations, order status updates and to provide you with information on products or services that are available from us. Please see our Privacy Statement for additional details.


How do I use SoundproofCow.com's shopping cart?

Search for the items you want to buy. When you find the product you need, select the desired quantity and click "Add To Cart". You will be in Step 1 of the checkout process, “Review Your Cart”. If you want to buy more than of the unit previously selected, you are able to input the desired quantity in the "Qty" field. Click "Update Cart" and the total price will be updated. If you want to remove an item from the cart, click the red “X” with a red circle around it and the product will be removed from your cart. If you need to shop for different items, click "Continue Shopping". When you are ready then click “Proceed to Checkout”.

Step 2 is “Sign in / Register”. If you are a new customer then fill in the required fields. If you are an existing customer then enter your E-mail Address and Password.

Click “Continue” to go to Step 3 “Shipping and Payment Method”. Select the shipping method after verifying your “Ship To” address is correct. Next select the payment method and click “Continue”.

The last and final step is to verify the order. After review the order to verify the contents, review the “personal Information” section. Make sure the “Shipping Address” and the “Billing Address” are correct. Complete the payment methods sections and write any special instructions in the text box at the bottom of the page. Finally click “Place Order” and you are all set!


I am experiencing trouble with my shopping cart. What can I do?

Shopping cart problems usually occur for one or more of the following reasons:

1. Cookies are not enabled, or your browser is configured to block SoundproofCow.com cookies. If a user enters our shopping cart using a browser that does not accept cookies and attempts to perform an operation that requires enabled cookies, a message asking this user to enable cookies will be displayed.

2. For the users of our shopping cart, enabled JavaScript is recommended: JavaScript is not required for the basic functionality: a user can register, log in, add a product to their cart and check out without JavaScript enabled; however, anything above that is not guaranteed to work without enabled JavaScript. For example, although a user will be able to buy a regular product with JavaScript disabled, they will not be able to buy a configurable product or redeem a gift certificate.


Does SoundproofCow.com offer a paper catalog?

No. Our online catalog at www.soundproofcow.com is our only catalog.


What happens if an item is backordered?

If an item is found to be out of stock after your order has been placed, you will be contacted by our Customer Contact Center to advise you of timeframes and alternative products that might meet your individual needs. If neither the timeframe nor the alternatives are acceptable, then your order will be cancelled and your payment for the backordered item(s) will be refunded in full.


What should I do if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please call SoundproofCow.com Customer Service at 1-866-949-9COW if you're unable to locate an item.


Resellers:

SoundproofCow.com does not have a reseller program at this time. We always attempt to provide our customers with the best possible price.


Why was my credit/debit card be declined when I know for certain that I have the funds available?

A credit card can decline due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. Contact your credit card company for more information.


Does SoundproofCow.com know specifically why my credit/debit card was declined?

Our system charges your credit card automatically. We are not given a reason for any decline. Please verify that you've given us the correct credit card number and expiration date. If you've already done so, please contact your credit card company or bank for information.


What is the standard return policy for SoundproofCow.com products?

Products sold by SoundproofCow.com are supported by our Standard Return Policy unless otherwise indicated. All returns must be authorized by SoundproofCow.com before a customer can send the order back. Unauthorized returns will not be accepted or refunded, and may be refused when received. To obtain authorization you must request a Return Merchandise Authorization (RMA) number within fifteen (15) days of the receiving date. RMA numbers will not be extended or reissued. SoundproofCow.com must receive the returned products within fifteen (15) days of issuing the RMA number. RMA number(s) must be prominently displayed on all boxes returned. To obtain an authorization number, please call our Customer Contact Center toll-free at 1-866-949-9COW or email us at returns@soundproofcow.com.


Is it mandatory to have an RMA number in order to return a product to SoundproofCow.com?

Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. SoundproofCow.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. SoundproofCow.com must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.


How do I acquire a Return Merchandise Authorization number (RMA#)?

To obtain an authorization number, please call our Customer Contact Center toll-free at 1-866-949-9COW or email us at returns@soundproofcow.com.


What address should I send my return to?

The address to send an RMA to is:

SoundproofCow.com
Attn: Returns Dept.
440 Ramsey Avenue
Chambersburg, PA 17201
U.S.A.


How do I check the status of my RMA?

Contact our Customer Contact Center at 1-866-949-9COW for information.


Approximately how long will it be before a refund/credit actually appears on my credit/debit card?

It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.


How will the charge for my purchase appear on my credit card statement?

All purchases will appear on your credit card statement as American Micro Industries, Inc.


How long does it take for SoundproofCow.com to process an RMA?

RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria:

  1. Return with RMA number clearly identified in shipping label or on package.
  2. All returned merchandise must be unused and returned in the condition it was originally received, with all original packaging.
  3. Returns must be 100% complete, including all components, hardware and/or any accompanying items.
  4. Any return that does not include the preceding items will not be refunded and may be refused when received. If any component of the returned product(s) is missing, Return Procedure will be breached and we may in our sole and absolute discretion reject the entire return or choose to impose additional charges against the Customer for replacement of the missing component(s).
  5. Any return containing products that appear used, damaged in any way, or with missing components will not be refunded.
  6. No returns can be made on custom or special order items.
  7. No returns can be made on clearance items, including surplus and damage-discounted items.

Is it necessary to return each individual part when I send in a return? What should I include with my RMA?

Yes. Returns must be 100% complete, including all components, hardware and/or any accompanying items in order for SoundproofCow.com to process your RMA. SoundproofCow.com cannot process RMA returns that are incomplete; incomplete RMAs will be returned to you.


When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?

There is a restocking fee of 25% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 25% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product.


Does SoundproofCow.com pay the return shipping cost for defective merchandise?

If defective material is received, please contact us toll-free at 1-866-949-9COW.


Will SoundproofCow.com cross-ship replacement merchandise?

Cross shipping is not available, if an item is within thirty days of invoice, we will charge for a new item being sent out and credit your account once we receive the RMA item.


How do I get my UPS tracking number?

Once your order is processed and shipped, tracking numbers are automatically emailed to the email address associated with your account within 1 business day. Alternatively, you can check your order status online to find out your tracking number.


Does SoundproofCow.com deliver to APO or FPO addresses?

Yes, we deliver to APO/FPO addresses. APO/FPO orders are shipped by the United States Postal Service and usually take one to two business days to process and, once shipped, five to ten working days to deliver. However, SoundproofCow.com cannot control delivery time. Some APO/FPO orders may require up to 6-8 weeks of lead time. Certain products may not be eligible for delivery to APO/FPO addresses due to weight and/or size restrictions imposed by the United States Postal Service. Please call our Customer Contact Center at 1-866-949-9COW for further information.


Does SoundproofCow.com deliver to P.O. Boxes?

SoundproofCow.com does not ship to standard P.O. Boxes.


Does SoundproofCow.com ship internationally?

SoundproofCow.com will ship internationally. Due to the potential complexities involved, we can not process international orders online. Please contact our Customer Contact Center at 1-866-949-9COW for further information.


The shipping carrier has returned my order/package to SoundproofCow.com. What happens now?

Once we receive the package, we'll credit your credit card back in full, minus any restocking fees. If you paid via check or money order, we'll send you a check for the full amount, minus any restocking fees.


How do refunds/credits work? How is a refund/credit applied? Does SoundproofCow.com offer in-store credit?

The credit applied is always charged back to your credit card. We do not offer in-store credit. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount. If we can do so in a timely manner, we will apply any due credit to another SoundproofCow.com order. Because we are unaware of both your intentions and any situational details, there is nothing we can do if the credit has already been issued.


Approximately how long will it be before a refund/credit actually appears on my credit/debit card?

It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

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