Shipping & ReturnsUpdated 5 months ago
Andover Audio Policies
60 Day Home Trial
Andover Audio provides customers 60 days to audition products in their home.
When will it ship?
We generally fulfill all orders by 4pm each business day. If the item is out of stock, we update the site to prevent the order. Our Free Shipping option is UPS Ground, which is 3-5 days, with limited exceptions. Free Ground Shipping is unavailable to the following regions:
- Alaska
- American Samoa
- Micronesia
- Guam
- Hawaii
- Marshall Islands
- Northern Mariana Islands
- Puerto Rico
- U.S. Virgin Islands
- Armed Forces Americas
- Armed Forces Europe
- Armed Forces Pacific
If you may not be available to receive it? UPS offers a free service called MyChoice where you can make special delivery choices including signature in advance.
For high value items ($499+), shipping will include signature required for delivery to prevent lost and stolen packages.
Exchanges
Within 60 Days, we will also exchange any unit if you encounter a problem which cannot be resolved. If you did not purchase directly from us, your dealer will honor the exchange.
Return Policy
You may return products that are complete and like new for any reason within 60 days of original purchase. Returns are not accepted after 60 days. Our 60 day return policy only applies to Andover Audio products that were purchased directly from www.andoveraudio.com. Some other exclusions may apply (see Important Details below).
Refunds will be processed within 3-5 days. Refunds must be issued on the same credit card, debit card, or other form of payment used in the original transaction. Products returned without an authorization and RMA# will be refused.
Items Must Be in Like-New Condition
Andover Audio may refuse customer return or charge a restocking fee (up to 20%) when the return item is not “like-new” condition and/or properly packaged. Other conditions that may result in a refusal or restocking fee include, but are not limited to:
• A different serial number than the one Andover Audio originally shipped.
• Missing parts or the original product packaging material
• Damage because it was improperly packaged for return shipment
• Damage from drops, spilled liquid, or mishandling.
We do not currently ship outside of the U.S. and we cannot accommodate returns or exchanges from outside of the U.S.
How to Return/Exchange
Get Return Instructions
Email us at [email protected] to initiate the RMA process and receive your return/exchange shipping instructions. In your email, please include your reason for wanting to exchange/return so we can assist you in the best way possible.
What is the return policy for Buy with Prime Orders?
Some Buy with Prime orders are eligible for return. Click here to start the return process for Buy with Prime orders. For more information on the return policy for Buy with Prime orders, see About Our Returns Policies
Pack your items carefully
To avoid any deductions from the refund, all returns must be in new condition and must include the original packing material, outer carton, all accessories which may include power cords, remote control, connecting cables, and instruction manuals.
Attach Shipping Label
You will receive a UPS shipping label via email from our support team. After removing or marking out any original packaging labels, print and securely tape your label to your return package. For returns and out of warranty repairs, the cost of the return shipping label will be deduced from the refund amount.
Drop at your nearest UPS location
Take your packaged and labeled return to any official UPS drop-off site.
For the locations nearest you: UPS – visit www.ups.com or call 1-800-742-5877
How will I know if you've received my return
We will email you confirming that the return was processed. You can trace your package using the tracking number on the return label provided to you.
How long does it take Andover Audio to process my return / exchange
After your product is received, we normally process your exchange / refund within 3-5 business days.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Exchanges
For in-warranty product issues, an exchange may be granted by our Support Team. The return of the original unit will follow the same process stated above for a “return”. Once the original unit is received and inspected, a replacement unit will be sent. For Exchange cases, all shipping costs are covered by Andover Audio.
International Shipping
We do not currently ship outside of the US. We look forward to serving you in the future. Sign up to our email list at www.andoveraudio.com for upcoming information about shipping to your country.