Frequently Asked Questions

How do I know I can trust your company?

This is probably the most important question you can ask due to the large amount of counterfeit and parallel imported goods being sold on the internet and Trademe.
Purchasing online can be a risky business
as there are websites springing up all the time who look genuine but are simply listing a huge amount of products that they don't even have in the country and they simply parallel import them to order from stores in the US. This is extremely risky for you as the customer as we have several reports from people who have purchased from such stores and never received the goods. Add to that the fact that it won't have a proper NZ warranty and they may have tampered with the mains power to make it work on NZ voltages without being officially authorised by the manufacturer so it could be in a dangerous condition.
Only purchase from stores who clearly state they source their goods from the offical NZ suppliers and provide an official NZ manufacturers warranty. Those sites which do not state this are usually selling parallel imports and any repairs could well be carried out to a standard below the manufacturers specifications. Some even claim to offer an
"authorised warranty" which sounds official but this simply means they authorise someone to do the repair for them and this does not have the backing of the manufacturer so you may end up with a sub standard repair or none at all. Even someone offering a "manufacturers warranty" may be shipping it back to the US to get it fixed so you could be without it for months. Only those who provide an official NZ manufacturers warranty will be able to provide you with the best backup and service that is intended by the manufacturer.

If you have purchase from an online store and find that there is no serial number on the item then be very suspicious as all genuine goods should have a manufacturers serial number to trace them as genuine. If you do not find a serial number it could be you have purchased either counterfeit or stolen goods, we suggest you contact us, the official NZ agent, or local police as soon as possible if this is the case.

Soundstore Ltd is a registed limited company so you are fully covered by all New Zealand's trading regulations. We have more than 15 years experience of the pro-audio industry so you can rest assured we will provide accurate and impartial advice on products. All purchases on the site are covered under the fair trade act should you have any problems and we are authorised resellers of the brands on this site so all items are covered by a full factory NZ warranty.
Purchasing from us is just as safe as going into your local highstreet store, and you don't even need to get out of your armchair!

How do I arrange payment?

We are currently only accepting payment by Direct Bank Transfer due to the high credit card fees. If you are a registered organisation such as a school or church you may order with a purchase order number and fax us through a copy. If you require a quote for funding purposes you can nominate this at checkout.
If you want to pay by direct bank transfer then as soon as we receive your order we'll e-mail you with our bank details. You then just contact your bank to arrange a transfer of funds into our account. This normally happens the same day and is the most safe and secure way of payment. If you wish to pay by cheque then simply mail it to us
once the funds have cleared we'll ship the goods straight out to you. Please read our terms and conditions before purchasing.

How long will it take for my goods to arrive?

This should take 1-4 working days once we've received your payment depending on your location, heavier bulky items may take a few days longer. If you require the goods urgently please contact us to arrange a price for express delivery. Please be aware of sites who quote longer shipping times than a week as it is likely they are drop shipping parallel imports from the US so do not have the backing of the New Zealand agents.

Can you supply equipment not listed on this site?

It's impossible for us to list all available products on our site, although we are trying. We can supply most products available in NZ so simply e-mail us your requirements and we'll get back to you with a the best price you'll get in NZ.

What if I'm not satisfied with the product when it arrives?

Notify us immediately and we'll discuss how you can ship it back to us and then we'll exchange it for something else more suitable. (exchange only possible if goods returned within 7 days, a 20% restocking fee (min $25) may be charged to cover admin costs and devaluation of the goods if they are not able to be resold as new. Cash refunds only available on faulty goods if returned within 28 days. Software or items containing software that have been opened are not covered under this return policy. For health reasons we cannot accept returns on headphones or microphones for any reason if the packaging is opened.)

Is it really safe to shop on your site?

If you are concerned about credit card security when buying online (and it's wise to be!) then you have nothing to fear as we have an impeccable record with Visa and Mastercard transactions for 10 years and our site complies with the strictest online sales regulations. All sales have the highest level of 128bit SSL encryption, you can monitor this by checking the gold padlock symbol in the bottom right corner of your browser.
  If you are unhappy with giving out your credit card details then you can pay by cheque or direct bank transfer. We promise not to pass on any of your details including your e-mail address to any third party, believe me we hate spam as much as anyone!
Help! I need a PA system and I don't know where to start.....
We have many years of live sound system and recording studio experience and we don't mind putting it to good use. Just let us know what you need to achieve and give us an idea of the budget and we can give you some ideas of where to start - or offer a complete solution.