Shipping Policy

Because we build every panel from the ground up to each customer’s unique specifications, it takes us 21 to 28 days from the order date to print, build and then ship, depending on the size of the order. We will contact you and let you know if your order will be completed any sooner (or later) than this.

Because all of our products are made to order, and torn fabric is non-repairable, all shipping fees include mandatory shipping insurance. See chart below.

Value of contents

FedEx Insurance cost
Up to $100 $0
$100.01 – $300.00 $3
Every additional $100 value over $300 $1
 

If a product is lost or damaged in shipping, you will have 14 days from the date of delivery to contact us for a replacement. You will be required by Fedex to provide pictures/proof of shipping damage to your panels as well as the boxes they shipped in (damage to box must match damage to products) so that they can begin an insurance claim. No exceptions!

*For certain claims, Fedex may send out an agent to investigate.

Once we get the claim process started, we will put your replacement panel(s) in the build queue and ship them to you as soon as they’re built. 

PLEASE INSPECT YOUR BOXES IMMEDIATELY UPON DELIVERY, BEFORE OPENING THEM! ALSO, DO NOT OPEN YOUR BOXES WITH A KNIFE OR SHARP OBJECT OF ANY KIND. NO REPLACEMENTS WILL BE ALLOWED AS A RESULT OF IMPROPER UNPACKING DAMAGE!

ALL OF OUR PRODUCTS ARE THOROUGHLY INSPECTED BEFORE SHIPMENT, SO ANY DAMAGE TO PANELS IS A RESULT OF SHIPPING AND/OR UNPACKING DAMAGE.

All returns must be authorized by PSY Acoustics before a customer can send the order back. Unauthorized returns will not be accepted or refunded, and may be refused when received. To obtain authorization you must request a Return Merchandise Authorization (RMA) number within fifteen (15) days of the receiving date. RMA numbers will not be extended or reissued. PSY Acoustics must receive the returned products within fifteen (15) days of issuing the RMA number. RMA number(s) must be prominently displayed on all boxes returned. To obtain an authorization number, please contact us at info@psyacoustics.com.
 
Custom orders are NOT returnable.
 
Return Time
 
All returns must be authorized within fifteen (15) days after receiving date and returned fifteen (15) days after authorization.
 
Return Condition
 
All returned merchandise must be unused and returned in the condition it was originally received, with all original packaging. Returns must be 100% complete, including all components, hardware and/or any accompanying items. Any return that does not include the preceding items will not be refunded and may be refused when received. If any component of the returned product(s) is missing, Return Procedure will be breached and we may in our sole and absolute discretion reject the entire return or choose to impose additional charges against the Customer for replacement of the missing component(s). Any return containing products that appear used, damaged in any way, or with missing components will not be refunded. 
 
Restocking Fee
 
Upon authorization and receipt, accepted returns are subject to a 25% restocking charge. 
 

Refund

All authorized returns will be fully refunded less restocking fees and shipping and handling charges. 
 
Return Shipment
 
Customer is solely responsible for shipping any returned product. Customer agrees to use only reputable carriers, capable of providing proof of delivery and insurance, for the entire value of the shipment. Customer agrees to bear all shipping and insurance charges and all risk of loss for the return product(s) during shipment. All authorized returns should have the authorization number clearly marked on the outside of the package and returned to the address listed in the RMA email.

Customers are free to cancel their order at any time prior to the build, with no penalty of any kind. Please email info@psyacoustics.com and have your name, order number and the date of the order ready. We’ll take care of it right away.

Once we send images to print, orders are no longer cancellable. To see if your order has been sent to print, please log in to your account to check it’s status.

All of our products are made to last for a lifetime if they are not exposed to moisture or direct sunlight (which will make the prints fade over time). We will not replace any products that have been damaged by the elements. We do however, offer a 1 year warranty on all LED systems.

We provide proofs to the customer for custom orders, which are proof of formatting/image placement only. We do not guarantee that your products will match your proofs precisely in color or level of detail, as every customer’s viewing device is different, and not calibrated to the standard that we use.  

Cascade Panels:

Please note that because our panels are made by hand and not a machine, any artwork with linear elements (words, lines, etc) may not line up precisely on cascade panels. This is due to our front fabric being somewhat stretchy, and the fact that these are made one at a time by an actual human.

While we do our very best to line art up properly, occasionally, linear elements can be 1/8th of an inch off on the final product. This is less noticeable if you are planning to mount your cascade set with a bit of space in between each one, but if you are planning to put all the panels side by side, it might more noticeable. 

If your art has a lot of linear elements that MUST line up, please consider purchasing one bigger panel, instead of a cascade set.

Shipping Policy

Because we build every panel from the ground up to each customer’s unique specifications, it takes us 21 to 28 days from the order date to print, build and then ship, depending on the size of the order. We will contact you and let you know if your order will be completed any sooner (or later) than this.

Because all of our products are made to order, and torn fabric is non-repairable, all shipping fees include mandatory shipping insurance. See chart below.

Value of contents

FedEx Insurance cost
Up to $100 $0
$100.01 – $300.00 $3
Every additional $100 value over $300 $1
 

If a product is lost or damaged in shipping, you will have 14 days from the date of delivery to contact us for a replacement. You will be required by Fedex to provide pictures/proof of shipping damage to your panels as well as the boxes they shipped in (damage to box must match damage to products) so that they can begin an insurance claim. No exceptions!

*For certain claims, Fedex may send out an agent to investigate.

Once we get the claim process started, we will put your replacement panel(s) in the build queue and ship them to you as soon as they’re built. 

PLEASE INSPECT YOUR BOXES IMMEDIATELY UPON DELIVERY, BEFORE OPENING THEM! ALSO, DO NOT OPEN YOUR BOXES WITH A KNIFE OR SHARP OBJECT OF ANY KIND. NO REPLACEMENTS WILL BE ALLOWED AS A RESULT OF IMPROPER UNPACKING DAMAGE!

ALL OF OUR PRODUCTS ARE THOROUGHLY INSPECTED BEFORE SHIPMENT, SO ANY DAMAGE TO PANELS IS A RESULT OF SHIPPING AND/OR UNPACKING DAMAGE.

All returns must be authorized by PSY Acoustics before a customer can send the order back. Unauthorized returns will not be accepted or refunded, and may be refused when received. To obtain authorization you must request a Return Merchandise Authorization (RMA) number within fifteen (15) days of the receiving date. RMA numbers will not be extended or reissued. PSY Acoustics must receive the returned products within fifteen (15) days of issuing the RMA number. RMA number(s) must be prominently displayed on all boxes returned. To obtain an authorization number, please contact us at info@psyacoustics.com.
 
Custom orders are NOT returnable.
 
Return Time
 
All returns must be authorized within fifteen (15) days after receiving date and returned fifteen (15) days after authorization.
 
Return Condition
 
All returned merchandise must be unused and returned in the condition it was originally received, with all original packaging. Returns must be 100% complete, including all components, hardware and/or any accompanying items. Any return that does not include the preceding items will not be refunded and may be refused when received. If any component of the returned product(s) is missing, Return Procedure will be breached and we may in our sole and absolute discretion reject the entire return or choose to impose additional charges against the Customer for replacement of the missing component(s). Any return containing products that appear used, damaged in any way, or with missing components will not be refunded. 
 
Restocking Fee
 
Upon authorization and receipt, accepted returns are subject to a 25% restocking charge. 
 

Refund

All authorized returns will be fully refunded less restocking fees and shipping and handling charges. 
 
Return Shipment
 
Customer is solely responsible for shipping any returned product. Customer agrees to use only reputable carriers, capable of providing proof of delivery and insurance, for the entire value of the shipment. Customer agrees to bear all shipping and insurance charges and all risk of loss for the return product(s) during shipment. All authorized returns should have the authorization number clearly marked on the outside of the package and returned to the address listed in the RMA email.

Customers are free to cancel their order at any time prior to the build, with no penalty of any kind. Please email info@psyacoustics.com and have your name, order number and the date of the order ready. We’ll take care of it right away.

Once we send images to print, orders are no longer cancellable. To see if your order has been sent to print, please log in to your account to check it’s status.

All of our products are made to last for a lifetime if they are not exposed to moisture or direct sunlight (which will make the prints fade over time). We will not replace any products that have been damaged by the elements. We do however, offer a 1 year warranty on all LED systems.

We provide proofs to the customer for custom orders, which are proof of formatting/image placement only. We do not guarantee that your products will match your proofs precisely in color or level of detail, as every customer’s viewing device is different, and not calibrated to the standard that we use. 

Cascade Panels:

Please note that because our panels are made by hand and not a machine, any artwork with linear elements (words, lines, etc) may not line up precisely on cascade panels. This is due to our front fabric being somewhat stretchy, and the fact that these are made one at a time by an actual human.

Occasionally, linear elements can be 1/8th of an inch off on the final product. This is less noticeable if you are planning to mount your cascade set with a bit of space in between each one, but if you are planning to put all the panels side by side, it might more noticeable. 

If your art has a lot of linear elements that MUST line up, please consider purchasing one bigger panel, instead of a cascade set.