Store Policies

Fluance Policies

TABLE OF CONTENTS:


Billing and Payment

Billing and Payment

Icon of a bill

WHAT IF I AM TAX EXEMPT?

If you are tax exempt please contact us before placing your order, as we require our Tax Exempt form to be completed and returned.

Once your order has been placed, we will refund you in the amount of the taxes.

Icon of credit cards

WHAT METHODS OF PAYMENT DO YOU ACCEPT

We accept Visa, MasterCard, American Express, and PayPal.

Icon of a bill

MY STATE IS TAX FREE. WHY WAS I CHARGED TAXES?

We are required by law to collect sales tax when we have a business presence in a state. We are registered with state tax authorities under our legal name: Circus World Displays Limited.

Icon of a credit card

WHY DID MY CREDIT CARD DECLINE?

Some of the reasons a card may be declined at checkout are:

  • Declined By Fraud Setting - please confirm that your billing and shipping addresses match, and that your credit card number, expiration date, and name were entered correctly. If you wish to ship to an address other than your billing address, please select the PayPal payment method at checkout.
  • Declined: 15005-This Transaction Cannot Be Processed - the charge is being declined by the financial institution due to errors such as insufficient funds or international payment processing. Payments are processed on a Canadian server, and your financial institution may hold the charge as it can be considered international if you are outside of Canada. Please contact your financial institution to have the hold lifted, and try placing your order again.

If you require assistance with placing an order, please call us at 1-888-617-6863.

Icon of a globe with a dollar sign

WHAT IS AN INTERNATIONAL TRANSACTION FEE?

All purchases are processed through a Canadian credit card processor. You may be charged a Foreign Transaction Fee by your financial institution if using a US credit card. If you are charged an unexpected fee for this purchase, don’t worry, contact us and we will be happy to reimburse you.

Icon of a bill

WHY HASN'T MY ORDER BEEN BILLED YET?

Orders may take up to 1 business day to process. If an issue occurred during the billing process, you will receive an email from our billing team explaining the issue and how to resolve it. If your order has not been billed after 1 business day, please check your email and junk or spam folders for an email from our billing team.

Icon of packing box

HOW DO I SHIP TO AN ADDRESS OTHER THAN MY BILLING?

To ship to an address other than your billing address, please select PayPal as the method of payment during checkout.

Order Processing and Shipping

Order Processing and Shipping

WILL I RECEIVE AN ORDER CONFIRMATION?

Shortly after you have placed your order, you will receive an email confirmation with your order details.

HOW DO I TRACK MY ORDER?

Once your order has shipped, we will send you an email with your tracking number. This can be used to track your order.

HOW WILL MY ORDER BE SHIPPED?

Orders may be shipped using UPS, FedEx, USPS, Canada Post, or other carriers.

HOW LONG UNTIL MY ORDER SHIPS?

Any orders placed before 12:00pm EST will ship out the same business day.

Any orders placed after 12:00pm EST may take up to 1 business day for processing before shipping out.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Our shipping providers routinely deliver Monday to Friday, excluding holidays. Please see our Shipping Method and Delivery Chart for estimated delivery times.

Shipping Method & Delivery Chart

Shipping Method Delivery Time
Ground Shipping 3-7 Business Days
Expedited Shipping 1-3 Business Days
Express Shipping 1 Business Day

Please allow up to 1 business day for order processing

WHAT HAPPENS IF MY ORDER IS DAMAGED?

We take great care in packing your order to ensure it gets to you in perfect condition.

In the unlikely event your order is damaged during shipping, please take pictures of the box, any damage to your product, and the shipping label.

You can report any shipping damage to us by contacting us. At that time, we will open a claim with the carrier.

WHAT LOCATIONS DO YOU SHIP TO?

Ground Shipping is available within the contiguous United States and Canada including Northwest Territories, Yukon, Nunavut and PO boxes.

*Subject to weight restrictions

Shipping Location Chart

Location Shipping Type
APO/FPO* Expedited / Express Shipping Only
Hawaii / Alaska / Puerto Rico* Expedited / Express Shipping Only
PO Boxes* All
Canada - Yukon / Nunavut / North West Territories* All

HOW MUCH DOES SHIPPING COST?

All orders are eligible for free ground shipping!

If you chose Express or Expedited shipping, your shipping charges will be calculated and displayed for you before you enter your credit card information.

HOW DO I SHIP MY PRODUCT BACK FOR RETURN/REPLACEMENT?

As per our warranty terms, the customer is responsible for the cost of shipping the product to us for a return or replacement.

The customer may use whichever shipping carrier they like to return the product.

If your product was repaired or you are receiving a replacement, we will cover the cost of shipping your product to you.

Please note that returns or replacements for products purchased from us directly, within our 30 Day Risk Free In Home Trial period will receive a prepaid shipping label. For warranty service for products not purchased from us directly, or purchases outside of the 30 Day Risk Free In Home Trial period, the package must be shipped prepaid by the customer.

Returns and Warranty

Returns and Warranty

HOW LONG DO I HAVE TO RETURN MY PRODUCT FOR REFUND?

At Fluance we want to make sure you are completely satisfied with our products. We're so confident you'll love Fluance, we offer a 30 Day Risk Free in Home Trial period for purchases made directly from us. If, for any reason, you're not satisfied with your purchase, simply return it in original packaging within the trial period for a full refund. Click here for more information about our 30 Day Risk Free In Home Trial.

HOW DO I RETURN MY PRODUCT FOR REFUND?

If you wish to return your product, please contact us for a Return Authorization number and complete instructions.

We will not accept returns that do not have a valid Return Authorization Number, are missing components, or have any signs of use such as scratches or dents. Please include all original components when returning your product for refund.

WHEN WILL I RECEIVE MY REFUND?

You will receive an email once your return shipment has been received by us. We will refund your order within 3-5 business days of receipt.

Please allow 2-4 business days for the refund to appear on your original method of payment.

HOW LONG IS MY PRODUCT'S WARRANTY?

Warranty coverage is dependent on the type of product as listed below:

  • Home Audio Passive Speakers: Lifetime Warranty
  • Active or Powered Speakers: Two Year Warranty
  • HiFi Turntables: Two Year Warranty
  • Batteries (For Powered Speakers): One Year Warranty

Note: Fluance Lifetime Parts and Labor Warranty only applies to purchases made in January 2009 and forward

HOW DO I BEGIN THE WARRANTY REPLACEMENT PROCESS?

In the event that you require repair or replacement under warranty, you must contact us before sending your product in.

We will issue you a Return Authorization form with complete return instructions.

Please note that returns or replacements for products purchased from us directly, within our 30 Day Risk Free In Home Trial period will receive a prepaid shipping label. For warranty service outside of the 30 Day period, the package must be shipped prepaid by the customer.

WHAT DOES MY WARRANTY COVER?

Your warranty covers:

  • Defects in workmanship or material.
  • Mechanical or Electrical failure, and defects on original parts and accessories that came with your product.
  • Rechargeable batteries coverage for a period of 12 months from the date of purchase.

This warranty includes but is not limited to the repair, replacement, or refund of the purchase price at Fluance’s option.

HOW DO I PACK MY RETURN FOR SHIPPING?

Please keep all original packaging to return your product for refund or warranty replacement. Our products are packaged specially to protect them from any damage during shipping, and without this packaging the return shipment could get damaged.

HOW LONG IS THE REPLACEMENT PROCESS?

When a product is returned for replacement, the item is tested manually for defects. Once the item is tested, a replacement product will be sent out. The turnaround time is approximately 2-3 weeks from the date we receive the item.

HOW DO I KNOW WHEN MY REPLACEMENT IS BEING SENT?

You will receive an email containing your replacement product’s tracking number once your replacement is shipped to you.

ARE THERE ANY WARRANTY LIMITATIONS?

The following are exclusions to the Fluance Warranty:

  • Products purchased from a dealer not authorized by Fluance.
  • Products with the serial number defaced, altered, or missing.
  • Defects resulting from disaster, accident, abuse, misuse, lightning, power surges, neglect, unauthorized modification or water damage.
  • Defect or damage as a result of repairs performed by a person or party not authorized by Fluance.

WHEN WILL I RECEIVE MY REPLACEMENT?

Each return we receive is tested and processed manually to ensure any issues are diagnosed accurately, and to help make further improvements to our products.

Once your item is received, it is typically tested and processed within 1-2 weeks and a replacement shipped 2-3 business days after this occurs.

IMPORTANT REMINDERS

In the event that Fluance replaces a defective unit, the replacement product will carry the original warranty from the original purchase date.

This warranty does not cover the shipping cost to our facility, insurance, or any other incidental charges

This warranty is honored for any purchases made directly from us, and any products purchased in Canada and the contiguous US.

Fluance warranties are valid for the original owner, and are non-transferable and cannot be re-issued.

SHOULD I REGISTER MY PRODUCT?

Yes! We recommend registering your product when you first receive it.

Registering your Product allows us to serve you better over the lifetime of your product.

Please note: registering your product does not serve as your proof of purchase. Proof of purchase may still be required for warranty assistance