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Shipping & Returns

SHIPPING, RETURNS & EXCHANGES

 

SHIPPING STANDARDS

All U.S. orders are shipped from our warehouse in New York. Due to high order volumes, it may take up to 2-3 business days* (Monday-Friday) for our warehouse to prepare your order for shipment. 

We partner with several different freight carriers across the United States. On average, standard shipping takes 5-10 business days* (Monday-Friday), from the date that your order leaves our warehouse.

If your current physical location is within Canada, we kindly request that you place your order through our website dedicated to serving the Canadian market, which can be found at www.hillsound.ca.

International Shipping

At present, we do not provide international shipping services. We invite you to visit our online dealers page for further information on the possibility of arranging shipment to your desired country.

Effective May 1st, 2022:

  • All online orders under $69.00 are subject to a flat $12.00 standard shipping fee. Excludes orders shipping to Alaska or Hawaii.
  • All online orders greater than or equal to $69.00 are eligible for free standard shipping. Hooray! Excludes orders shipping to Alaska or Hawaii.
  • Online orders shipping to Alaska or Hawaii under $85.00 are subject to a flat $12.00 standard shipping fee. Online orders shipping to Alaska or Hawaii greater than or equal to $85.00 are eligible for free standard shipping.

If you wish to upgrade from standard to expedited shipping (3-5 business days*; Monday-Friday), this is available for a flat $32.00 shipping fee at checkout. 

Please note: expedited shipping is not available when shipping to a P.O. box. All orders shipping to a P.O. box will be sent via USPS.

 

TRACK SHIPMENT

Under normal circumstances, we would share your tracking number as soon as your order has shipped. However, due to high order volumes, there is a delay in sharing tracking numbers. Note: this does not mean your order has not yet shipped - we just may not have shared your tracking information yet. Hang in there!

If you have not received your tracking number within 7 business days of receiving your order confirmation, please contact service@hillsound.ca.

 

Shipping Responsibility & Lost Packages 

Hillsound is not responsible for lost or stolen packages once they are marked as delivered by our shipping partners. Any claims regarding lost or delayed packages must be handled directly with the respective shipping carrier.

 

RETURN POLICY

We offer a 30-day return policy so you can ensure that you ordered the correct product. This means that you have 30 days to initiate a return, starting from the date that you received your order.

  • We can only accept returns for items purchased directly on www.hillsound.com.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and in sellable condition.
  • We will issue a refund to your credit card or original method of payment once your returned item is received, inspected, and approved by our team. There are certain situations where only partial refunds are granted.

Please note: any shipping fees associated with your original order are non-refundable. Similarly, we are not able to provide reimbursement or prepaid shipping labels to cover any shipping fees associated with your return.

To initiate a return, please use our Returns & Exchanges Portal.

If you are having trouble with the portal, please contact: service@hillsound.ca and include

  • Your first name and surname
  • Order# or receipt

EXCHANGE POLICY

Our 30-day exchange policy is fundamentally the same as our return policy. Therefore, if you need to exchange a product that you purchased for a different color or size, please follow the instructions outlined for returns above.

  • Please note that all restrictions outlined for returns also apply to exchanges
  • As per our return policy, we will issue your refund as soon as your returned item is received, inspected, and approved by our team. Any shipping fees associated with your original order are non-refundable.
  • You can place a new order for your preferred product at any point in this process. You do not need to wait for the refund to go through. Instead, you can place a new order at your earliest convenience. We advise customers to use our size guide when ordering or to visit one of our retailers to ensure a proper fit.

To initiate an exchange, please use our Returns & Exchanges Portal.

If you are having trouble with our portal, please contact: service@hillsound.ca and include

  • Your first name and surname
  • Order# or receipt