Shipping Policy

1. Order Processing & Lead Times

• Production lead time: Standard products ship within 15–25 business days after payment confirmation, excluding holidays.
• Custom configurations: Projects with bespoke finishes, electrical layouts, or bundled services may require additional production time. Timelines are confirmed in writing during quoting.
• Order verification: We may contact you to validate delivery addresses, point-of-contact details, and building requirements before releasing an order to the warehouse.

2. Shipping Methods

We partner with vetted freight carriers that specialize in oversized commercial deliveries.

• Curbside freight: Default method for most booths and pods. Carrier contacts you to schedule delivery.
• Threshold/white-glove service: Available in select metro areas and quoted separately, including elevator coordination and debris removal if needed.
• Parcel service: Applied to accessories or small replacement components.

3. Freight Charges & Taxes

• Quoted prices specify whether freight is prepaid by Soundbox or billed to the customer.
• Lift-gate fees, residential surcharges, or special handling requested after shipment starts will be invoiced to the customer.
• Applicable sales tax or import duties are calculated based on the delivery destination and will appear on the invoice.

4. Risk Transfer & Insurance

• Risk of loss transfers to the customer when the shipment is delivered to the carrier at the Soundbox warehouse unless otherwise agreed.
• All outbound freight is insured at invoice value. Please notify us of concealed damage within 48 hours so we can file claims promptly.

5. Delivery & Receiving Checklist

To ensure a smooth delivery, please:

• Confirm building access hours, loading dock clearance, and elevator dimensions before the scheduled date.
• Inspect the packaging for visible damage before signing the Proof of Delivery (POD). Note any issues directly on the POD.
• Photograph damages and contact us@soundbox-sys.com immediately with the order number.

6. Failed or Rescheduled Deliveries

• Carriers may charge redelivery or storage fees if no authorized representative is available during the confirmed appointment window.
• Rescheduling requests made less than 24 hours prior to the appointment may incur additional costs.
• If delivery is refused without cause, Soundbox may deduct round-trip freight and restocking fees from any refund.

7. International & Cross-Border Shipments

For shipments outside the continental United States, we coordinate with global logistics partners and can ship under EXW, FOB, or DAP terms. The customer is responsible for import clearance, customs brokerage, and local taxes unless explicitly included in the quote.

8. Tracking & Status Updates

• Tracking numbers or freight PRO numbers are shared once the shipment departs the warehouse.
• For project rollouts with multiple shipments, we provide consolidated status reports upon request.
• You may contact our logistics team for milestone updates or delivery support.

9. Contact Information

For shipping questions, scheduling changes, or damage claims, email us@soundbox-sys.com with your order number, site contact, and supporting photos. Our logistics specialists will respond within two business days.