Frequently asked questions
Are you curious about something? Do you have some kind of problem with our products?
Please feel free to contact us, our customer service center is working for you 24/7.
What do I do if my package is damaged in transit?
If your package is damaged, you MUST contact us within 48 hours of delivery. You can email email@example.com or call 1-844-LONEOAK.
Please be aware that pro audio equipment is susceptible to damage during transit. We take great care to prevent damage from occurring and pack shipments so that they will arrive safely. Be sure to retain the original packing materials, original receipt, and all merchandise tags for any item that you wish to return to us.
If an item arrives damaged, make certain you examine all boxes before acceptance. The delivering agent MUST note damage to any cartons on the release form or refuse acceptance. Notify us immediately so that we may work with you to arrange and expedite an insurance claim. Loneoak Audio is not responsible for any denied shipping claims.
Can I return product?
We offer a no-hassle return policy. If there is a problem with your order, or you are not 100% satisfied, please contact us immediately so that we can promptly resolve it for you. Loneoak Audio has a 30-day return policy from the date of shipment.
What does this mean?
You must obtain a Return Authorization (RA) number and show proof of return shipment by providing a tracking number before the 30-day period expires, otherwise, up to a 20% re-stocking fee may apply. You are solely responsible for all return shipping costs. Please follow these instructions and requirements for all returns:
1) Prior Authorization Required: Contact us so that we can provide a Return Authorization (RA) number. Please reach customer service Monday through Friday from 10 AM and 6 PM Pacific Time. Email firstname.lastname@example.org or call 1-844-LONEOAK.
2) Place RA in Return Shipment:We require that you place the Return Authorization (RA) form provided inside the box(es) of your return shipment of new, or demo products. We can only accept returned products in their original packaging.
3) Condition, Packaging and Content:There are no refunds on any items that have been tampered with, have signs of wear or use, or are without original carton. Returns must be complete with original packaging, including accessories and documentation such as owner's manual, warranty card, software, quick start guides etc., otherwise a re-stocking fee will be charged.
4) Use a Traceable Shipping Service and Insure Your Return:Place your RA form inside your return package using a traceable method and insure for the value of your purchase in the event of theft or damage. You are solely responsible for your purchase until your return arrives at our premises. Please keep your tracking number as proof of delivery back to Loneoak Audio and have it available if you have any questions for us.
Do you offer free shipping?
Of course we do! Orders over $250 in Canada (excluding some non-metropolitan areas*), and orders over $500 in the US qualify for free shipping.
*We will contact you shortly after you place your order if you live in one of these areas. At that time, we will provide a quote for the cheapest shipping method available to us.
I received my product, and it doesn't work. What now?
This doesn't happen often, but if it does, be sure to give us a call right away and let us know what's going on. We'll help you trouble shoot the product, and if we can't solve it over the phone we'll get a new unit out to you as soon as humanly possible.
How will my items be delivered?
When you purchase an item online, or we process an order manually, we automatically send package dimensions to a handful of shipping companies we trust, and use the company that returns the lowest quote!
If you need something fast, just let us know and we will make arrangements to have equipment express shipped to your door.
Where are you located?
We are an online retailer based out of Vancouver, BC, Canada. Our clients work and live all over Canada, so wherever you are, please don't hesitate to give us a shout!
Is your website secure?
Yes. Security is a top priority for us, and we have gone to great lengths to ensure that your information, and ours, is protected.
Why should I buy from Loneoak Audio?
We are strictly a pro-audio retailer, and all of us who work here are also full-time recording engineers, studio owners, and musicians. We use what we sell every single day, which means we can provide you with real-world information, based on extensive experience in professional recording.
On top of that, we're a pretty nice group of guys that will do everything we can to make sure your experience with Loneoak Audio is one that will keep you coming back!
Last but not least, we're confident we can offer you the best price, period. There are certain rules which we have to abide by when it comes to what we can advertise equipment for online, but if you get in touch with us, we'll be happy to give you a great deal.
What forms of payment do you accept?
We accept cash, wire, Interac e-Transfer, all major credit cards, and cheques**.
*Details will be provided upon request. We cannot ship until bank wires have been confirmed and funds have been received by our banking institution. E-mail email@example.com for bank wire details.
**Interac eTransfers can be sent to firstname.lastname@example.org
***All cheques, including cashier’s cheques and money orders, must clear before any orders or merchandise can be sent out.