Delivery Policies

It’s always been our policy and goal to give our customers an exact shipping date and stick to that timeline. We take fulfillment of our products and our promises very seriously.

We build everything by hand and made-to-order, so your ship time depends only on how many orders are in the queue when your order is placed. We understand everyone wants their rooms to sound great as soon as possible, so to keep it fair to everyone, we ship orders out in the same order we receive them. Within 3 business days after your order is placed, it will be scheduled for a shipping date, and you’ll get a notification, so you’ll know when to expect it. 

Refund / Return Policy

All our standard products are 100% Guaranteed (custom items such as Acoustic Art Panels cannot be returned).
If you are not 100% satisfied with your purchase, you may return the items for a full refund (excluding custom products) within 30 days of receipt. You will be responsible for the shipping cost to return unwanted merchandise. You can pay for the return shipment yourself with a carrier of your choice. The entire purchase price of the products (excluding shipping) will be refunded as soon as we receive the panels.

Cancellation Policy

Customers are free to cancel their order at any time prior to shipping with no penalty of any kind. Please email support@silentical.com or call customer service at (716) 330-1147 and have your name, order number and the date of the order ready. We’ll take care of it right away.

Customer Service

At Silentical Acoustics customer service is our highest priority. Should you have any comments or questions please contact our Customer Service Rep at support@silentical.com, or at (716) 330-1147.

External Links

External links are provided as a convenience and for informational purposes only; they do not constitute an endorsement or an approval by Silentical Acoustics of any of the products, services, or opinions of the corporation organization or individual. Silentical Acoustics bears no responsibility for the accuracy, legality, or content of the external site or for that of subsequent links. Contact the external site for answers to questions regarding its content.

Privacy Policy

At Silentical Acoustics we think your private information is just that: private. Maintaining the trust and confidence of our clients is a priority and we are committed to respecting your privacy rights. We are dedicated to being transparent about what data we collect and how we use it.

Silentical Acoustics is registered in the state of California in the United States of America. Silentical Acoustics is not in the business of selling, renting, or trading email lists with other companies and businesses for marketing purposes.

Freight Damage Policy

From time to time, products are damaged during shipment and Silentical Acoustics will do everything possible to file claims and make sure customers are not liable.  UPS damages should be reported to the procurement buyer immediately. Damages will be handled between Silentical Acoustics and the carrier.

However, if your order is being shipped using a freight carrier, the damage policy is different.  Here’s what you should know if your items are delivered via Freight.

As the receiving agent, your signature on a warehouse receipt or delivering carrier’s freight Bill Of Lading (BOL) constitutes acceptance of the merchandise “as is” and in good order. If you do not inspect before signing you are, for all practical purposes, waiving “our” right to collect on a damage claim even if the damage is “concealed”.

Check immediately for possible damage during shipment. The National Claims Council Regulations specify that you must:

  1. Inspect, examine, and inventory your delivery as it’s unloaded.
  2. Any shortages and damages must be written on the Bill Of Lading or Freight Bill. Should you on the Bill determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition Of Lading or Freight Bill before you sign it! Then call (716) 330-1147 or the buyer with whom you were working and report the problem.
  3. You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill Of Lading or Freight Bill or the liability to prove the damage was done by the delivering carrier is your responsibility.
  4. Do not be intimidated by the driver. They cannot leave until the Bill Of Lading or Freight Bill is signed (regardless of how much in a hurry they are or how late they are).
  5. Discovered Damage – if the box, crate, or merchandise is visibly damaged, refuse the delivery and request a Return Authorization number so the merchandise can be shipped back to its origin at no charge.
  6. Concealed Damage – In the event of concealed damage, you MUST immediately document and photograph (if possible) the packaging and the damage. You must keep the packaging. Do not move the item, but call (716) 330-1147 or the buyer with whom you were working and report the damage. They will begin a concealed damage claim and ask for an inspection. The inspector will determine if the damage was possibly carrier-caused. Remember you signed the document saying everything was OK. A report must be filed with the carrier within 15 days after delivery and a claim filed with the carrier. The sooner concealed damage is discovered and reported, the better.

Further measures that may help in the claim process include the following:

  1. Taking digital photography of the damage. If possible, photographs of the equipment still on the truck will limit the buyer’s liability.
  2. Call (716) 330-1147 or the buyer with whom you were working to report the damage and request they start a claim. Preferably, the call should be made before the driver leaves the site.
  3. Request an inspector.
  4. Keep a copy of the Bill Of Lading or Freight Bill noting the damage and the driver’s signature.

There are a lot of things that can happen between the manufacturer and your loading dock. Therefore, we are asking you to do a very small amount of work to protect both of us. The Bill Of Lading or Freight Bill is our only documentation of the condition of a load when it arrives at your site. Without this proof, we cannot hold others accountable for items damaged or missing.

Privacy Notice

How We Use Your Data?

Silentical Acoustics uses your personal data:

  • to provide goods and services to customers.
  • to make a tailored website available to you,
  • to manage any registered account(s) that you hold with us,
  • to verify your identity,
  • for crime and fraud prevention, detection, and related purposes,
  • with your agreement, to contact you electronically about promotional offers and products and services that we think may interest you,
  • for market research purposes – to better understand your needs; and
  • where we have a legal right or duty to use or disclose your information (for example to an investigation by a public authority or in a legal dispute).
How long do we keep your data?

We will not retain your data for longer than necessary for the purposes set out in this Policy. Different retention periods apply for different types of data, however, the longest we will normally hold any personal data is 6 years.

Other Marketing

Promotional communications

Silentical Acoustics uses your data for electronic marketing purposes (with your consent) and may send email newsletters to update you on the latest news and offers.

Silentical Acoustics aims to update you about products and services that are of interest and relevance to you as an individual.

You have the right to opt out of receiving promotional communications at any time, by:

  1. changing marketing preferences via your Silentical Acoustics account;
  2. making use of the simple “unsubscribe” link in emails; and/or
  3. contacting Silentical Acoustics via the contact channels set out in this Policy.
Web Banner Advertising

If you visit our websites, you may receive personalized banner advertisements whilst browsing other websites. Any banner advertisements you see will relate to products you have viewed whilst browsing our websites on your computer or other devices.

These advertisements are provided using ‘cookies’ placed on your computer or other devices. This is standard practice for all websites. By using and browsing Silentical Acoustics’ websites, you consent to cookies being used by our policy. If you do not consent, you must disable cookies or refrain from using the site. You can remove or disable cookies at any time.

When someone visits Silentical Acoustics website, we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behavior patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify anyone. We do not make and do not allow Google to make, any attempt to find out the identities of those visiting our website.

Sharing data with third parties

Our service providers and suppliers

To make certain services available to you, we may need to share your data with some of our service partners. These include IT, delivery, and marketing service providers.

Silentical Acoustics only allows its service providers to handle your data when we have confirmed that they apply appropriate data protection and security controls. We also impose contractual obligations on service providers relating to data protection and security, which means they can only use your data to provide services to Silentical Acoustics and you, and for no other purposes.

Other third parties

Aside from our service providers, Silentical Acoustics will not disclose your data to any third party, except as set out below. We will never sell or rent our customer data to other organizations for marketing purposes.

We may share your data with:

  • credit reference agencies where necessary for card payments;
  • governmental bodies, regulators, law enforcement agencies, courts/tribunals, and insurers where we are required to do so:
  • to comply with our legal obligations;
  • to exercise our legal rights (for example in court cases);
  • for the prevention, detection, investigation of crime or prosecution of offenders; and
  • for the protection of our employees and customers.
Mailing Lists

As part of the registration process for our monthly e-newsletter, we collect personal information (name and email address). We use that information for a couple of reasons: to tell you about stuff you’ve asked us to tell you about; to contact you if we need to obtain or provide additional information; to check our records are right and to check now and then that you’re happy and satisfied. We don’t rent or trade email lists with other organizations and businesses.

Order Data

When you purchase merchandise or gift voucher(s) through any Silentical Acoustics website your name, address data, email, and contact number will be stored in our order system, WooCommerce. Please be assured that we do not share your details with any other company without your consent.

Access to your personal information

You are entitled to view, amend, or delete the personal information that we hold. Email your request to support@Silentical.com