Frequently Asked Questions

What payment forms do you accept?

We accept Visa, MasterCard, American Express, and Discover. Payment for purchases may also be made with personal check, money order or Bank wire. Making payment using these mentioned non-credit forms, may extend the delivery period for the merchandise pending the approval period. Regulations require that the billing address of the order match the billing address associated with your credit card. All consignment items must be prepaid.

Credit Cards

What shipping companies do you use?

Trew Audio ships anywhere that can receive USPS, Fed Ex, UPS or DHL. We cannot ship to PO Boxes due to the policy of the mail carriers. Upon special request Purolator Courier may be used. For urgent same- day shipment, Delta Dash, and Southwest Airlines may be used to locations served within the continental US. To certain destinations, Greyhound Bus parcel delivery is an excellent alternative for same-day delivery. For local same-day deliveries, professional courier service is available.

How late can I order for next day delivery?

Orders received at our US location by 4PM CST or at our Canada location by 4PM EST for items in stock can be shipped FedEx Express the same day. Orders received by 1PM (EST in Canada, CST in US) can be shipped by ground the same day. If you miss ordering by 4PM CST we can still get your order out by the end of the business day for an added rush fee of $15.

Can I visit your store's location?

Absolutely! We have showrooms in US and Canada where you can inspect and try out all the latest gear. Call for directions or use the links below to map a location:
Los Angeles | Toronto | Atlanta | Vancouver | Nashville

How long have you been in business?

Trew Audio has been in the business of film and television production sound since 1980.

What about Sales Tax?

Purchases or rentals in the state of Tennessee, Georgia, or California are subject to applicable state and local sales tax. If you are tax exempt or qualify for California's Section 6378 Blanket Exemption, we must have an appropriate certificate on file to code your account accordingly. Repair and maintenance service performed at our Nashville location is subject to Tennessee Sales Tax regardless of destination.

Are items insured in transit?

Yes. Shipments are always insured unless the customer submits a signed voucher to accept liability. Trew Audio has a special insurance policy for shipping, so we are able to offer rates much less than, for example, FedEx or UPS charges.

Do you match or beat prices?

Because of the level of service we offer, we may not always offer the lowest price on a given item. Our long-time professional customers understand the added value of our service. However, we do consider the competitive market and we appreciate the opportunity to bid against other legitimate quotes.

Do you have a mailing list?

Yes. A growing number of our customers receive important professional news and announcements by email. Regularly scheduled "eNews" announcements, often with special pricing, go to those who are registered on our mailing list. To subscribe fill out our Mailing List Form.

How do I set up an account with credit terms?

You can either request an application be sent to you by contacting us or you can print one out directly from our web site.

Do you have financing options available?

Yes! See our financing page for more information. .

Can I special order items not specifically mentioned?

Absolutely! One of our sales team will be glad to make special orders for you. Our Fabrication Department fills custom requests every day.

What do you do with my personal information?

It’s simple. Any information collected about you will only ever be used within Trew Audio. We never sell, rent or give away information that personally identifies customers to third parties.

What is your return policy?

Trew Audio must be contacted by the purchaser within 30 days of the original sale of new merchandise in order to be eligible for any refund or exchange. Newly purchased equipment that is non-working or faulty may be excluded from this requirement.

Merchandise must be returned in new condition and with all original packaging and materials. Any items returned within the 30 day period that do not meet the "new condition" standard will be subject to a 20% re-stocking charge or returned to the customer with no refund available. Whether or not the merchandise meets the standard of "new condition" will be determined by Trew Audio upon the return.

Customer may not cancel orders for non-standard Products unless otherwise accepted by Trew. Non-standard Products include, without limitation, Products which are special orders, products which do not appear online, products not customarily in stock, value-added products, products to be assembled from kit form, opened units, and products identified as otherwise non-cancelable and non-returnable ("NCNR").

How do I return an item?

Returns

  1. Trew will accept Product returns only within 30 days of the date of delivery to Customer.
  2. Authorization must be obtained from Trew prior to returning any Product by contacting us to request a return material authorization (RMA). Please allow 24 hours for each request to be processed.
  3. If approved, Trew will issue Customer an RMA number. No return of Product will be accepted without a clearly visible RMA number marked on each carton.
  4. All return shipping charges including any duties and taxes are the responsibility of the customer.
  5. Returned Product must be in original shipping cartons with all packaging materials included.
  6. Any refunds for returns will be issued in the same payment form as the original purchase payment.
  7. Items that are considered non-stocking items or have been specially ordered are subject to any fees or return requirements from the manufacturer.
  8. Custom cables are non-returnable unless determined to be faulty due to original manufacturer. The customer is responsible for all descriptive parameters of any custom cable. Every effort should be made to describe the details of the cable correctly including length.
  9. Consignment purchases may be returned for any reason within 5 days from the time of receipt of the item. Shipping charges, duties or taxes associated with the return are the responsibility of the purchaser. Shipping charges from the original sale are not refundable. All consignment items must be returned to the site of original purchase.
  10. Trew will not be responsible for returned Product lost in transit.
  11. All sales for Motorola parts and accessories are final.

Do you accept international orders?

Yes. Please call (615) 256-3542 or contact our sales department for further assistance.

Are international shipments expensive?

International shipping can be more expensive. Sometimes duties, brokerage, and other fees are added as well. While we will make reasonable efforts to keep these costs low, international import and export fees are ultimately not controlled by Trew Audio, and will be the expense of the recipient. The Customer must also be aware that international shipments can be held up in customs in unpredictable ways, and when out of the carrier's hands it becomes impossible to absolutely guarantee delivery within the previously specified time frame.