Shipping policy
ORDER PROCESSING
Please allow 1-2 days to process your order. Most platform orders are sent out same-day or next-day, including on weekends (not including holidays). Custom drum wraps are typically shipped out within 1-3 days, depending on availability of the colors selected. Expect a confirmation email within 1-2 days to let you know your order is on the way! Please check your spam folder, as sometimes the order/shipping confirmation emails get automatically filtered.
LOCAL DELIVERY
Local delivery is available for customers in Calgary, Alberta, Canada. To have your order delivered, please select the free shipping option and send us an email at silentstomperplatforms@gmail.com to confirm the delivery details.
DOMESTIC SHIPPING RATES
We offer FREE shipping to Canada and the United States. Simply select the free shipping option at checkout. Orders may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Silent Stomper Drum Isolation Systems is not responsible for these charges if they are applied and are your responsibility as the customer. Please note that free shipping applies to the initial delivery only; if an order is refused or returned, all associated courier fees will be deducted from any refund.
REFUSED SHIPMENTS
If a shipment is refused and returned to us, the customer is responsible for all shipping charges, brokerage fees, taxes, and duties incurred on both the outbound and return shipment. These costs will be deducted from any refund issued.
INTERNATIONAL SHIPPING
We currently offer international shipping to all countries/regions EXCEPT: Afghanistan, Ascension Island, Belarus, Cuba, Iran, Libya, Marshall Islands, Nicaragua, North Korea, Palau, Russia, Somalia, Syria, Tristan da Cunha, Yemen.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Silent Stomper Drum Isolation Systems is not responsible for these charges if they are applied and are your responsibility as the customer. If applicable, please ensure to include any relevant information (eg. Residential Tax ID number) that is necessary for customs clearance and tax regulation compliance within the destination country. If a field to collect this information not present at checkout, please email us at silentstomperplatforms@gmail.com with your order number and your tax ID. If we do not receive an email with this information, we will attempt to reach out to collect it. If our attempts to reach you are unsuccessful after 3 business days, we will cancel and refund your order.
REFUNDS, RETURNS AND EXCHANGES
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item(s) must be in the same condition that you received it, unworn, unused, undamaged, with tags and all accompanying items (eg. rubber feet for Silent Stomper Isolation Platforms) and in its original packaging. Isolation platforms with damaged frames will not be refunded. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at silentstomperplatforms@gmail.com.
If your return is accepted, you will be required to purchase a return shipping label. Instructions on how and where to send your package will be detailed via email. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at silentstomperplatforms@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like sheet music, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Refunds are issued for the value of the returned product(s), minus any applicable costs, including but not limited to:
- Initial shipping fees (including orders where free shipping was provided. Free shipping applies to the initial delivery only (eg. to completed orders) — if an order is refused or returned, all associated courier fees will be deducted from any refund).
- Return shipping fees charged by the courier (if applicable).
- Import duties, taxes, or brokerage fees billed back to us (if applicable).
- The equivalent value of any redeemed song tabs included with your order (if applicable).
- Any damaged or missing components (e.g., rubber feet).
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at silentstomperplatforms@gmail.com.