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Welcome to SoundsTrue.com Frequently Asked Questions!

 

 


Ordering/Payments/Shipping

Q: Where is my order? Can I track it?

A: If you provided a physical US shipping address, we will send you a confirmation email. For tracking information please contact customer service.

Please see our shipping page for more information.

Q: Do you accept orders over the phone?

A: Yes, we accept phone orders Monday through Friday, 8 am – 5 pm Mountain Time, at 1-800-333-9185.

Q: How can I change my online order?

A: Sounds True immediately begins processing once an order is placed and submitted. Contact us at support@soundstrue.com to check if your order has been processed.

If your order has shipped and you would like to return products, please refer to our Return policy.

Q: Will I be charged sales tax on my order?

A: For customers living in Colorado, sales tax is charged. There are no taxes for our live in-person events or live online courses.

Q: What credit cards or other payment methods do you accept?

A: Email or online orders: We accept Visa, Mastercard, Discover, and American Express credit cards.

Mail orders (US only): We accept check or money orders for mailed orders.

International customers: Please send money orders made payable in US funds or use a credit card.

Q: Do you ship internationally?

A: Yes. Details can be found on our shipping page.

Q: How can I see my invoice?

A: We can email invoices upon request. Many order details can be found in your order history. Go to “Account,” then “My Orders,” and click on “View Order” next to the desired order number.

Passwords & My Account

Q: Why do I need an account?

A: An account is needed to make purchases, access order history, store multiple shipping addresses, view and track your orders in your account, and provide access to your online digital library. Your online Digital Library contains audio, music, video, ebooks, and online courses.

Q: How do I reset my password?

A: Click on “Log In” at the top of the site, then “Forgot Your Password?” under the password field. Enter your email address and press “Submit.” You will then receive an email with a link to reset your password within a few minutes.

Digital Library & Downloads

Q: How do I download products from SoundsTrue.com?

A: Please follow these steps:

  1. Log in to your Sounds True account
  2. Click on “Digital Library”
  3. Click on the “download” button next to the program
  4. Select your file type. Learn more about the different file types here
  5. Click on the yellow “download” button next to each file to start downloading

 

Q: What products are available for digital download?

A: Sounds True currently offers audio downloads (music and spoken word), video downloads, online courses, and ebooks.

Q: Why is my digital download one large file instead of being broken down into tracks?

A: If you do not want one large file, please try selecting a different file type. Learn more about the different file types here.

Q: What file type do I want to download?

A: Learn more here about which file type is recommended for your device.

Q: How long will my downloads be available in my Digital Library?

A: There is no expiration date for downloadable programs.

Q: Can I download files directly to my mobile device?

A: Yes, except for iPad & iPhone users—please download the file to a computer and transfer via iTunes and a USB connection.

Q: Can I download digital download purchase(s) multiple times or to multiple computers?

A: Yes, you can download it to as my devices as you want to, as many times as you’d like.

Q: How can I gift a download?

A: In order to gift a download, the recipient will need an online account with Sounds True.

Once they have an account, give us a call and place your order by phone at 1-800-333-9185, Monday through Friday, 8 am – 5pm Mountain Time. We will need the recipient’s email address at the time the order is placed. We can then put the item(s) into their Digital Library.

Courses and Events

Q: How do I access a course that I have purchased?

A: Please follow these steps:

  1. Log in to your Sounds True account
  2. Click on “Digital Library”
  3. Click on “Online Courses”
  4. Find the title of the desired course and click on “go to course.”
  • For interactive courses, there is a “Join” button in each live session section of the course’s home page. If your course includes more than one session, you will need to follow these steps for each live session on the course home page.
    • Beginning one hour prior to the live session start time and until the event ends, the “Join” button will be activated, and you can select it to join the event.
    • About 15 minutes before the session starts, early programming will appear in the player. At the scheduled start time, the session will automatically begin.
    • Choose a name to identify yourself to the moderator, and submit it.
    • You will see a box to submit questions to the moderator, who will review questions to be answered by the author during the event.

 

Q: What if I am unable to attend a live session in a course?

A: All live sessions are recorded and will be available through your digital library after 7 pm Eastern Time, two business days after the session.

Q: Depending on my global location, how can I tell what time the live session will be?

A: International participants, please use the converter at timeanddate.com. Note that online session times are posted in Eastern Time.

Q: How do I submit a question for an online course?

A: If you would like to submit a question in advance for the author to address during a live session, you can use the “Submit a Question” option on the course home page. If want to ask a question during the live session, you will need to create a name to identify yourself to the moderator. You will then see: “Welcome [Name]. Please enter your question to the moderator.”

Q: How do I receive a ticket for my live in-person event?

A: Our events are ticketless, so just give your name at the door.

Refunds

Q: How do I return a product?

A: Please see our Return policy for full details

Q: Can I return a download?

A: Yes, we unconditionally guarantee your satisfaction with all Sounds True products for one year when purchased via our website.

Q: Will you refund my Sounds True mobile app purchase?

A: No, since Sounds True does not sell apps directly to customers. If you wish to receive a refund for a Sounds True app, please contact the place of purchase to determine their specific return policy. Examples: Apple iTunes, Android, Google, Amazon/Kindle Fire.

Q: I ordered a download but wanted a CD. What do I do?

A: Please see our Return policy. Normally, there is a price difference between CDs and downloads so please have your credit card information available to cover the price difference. Also, shipping may be applied if your order total is under our free shipping threshold.

System Requirements

Our web site supports Windows and OSX using newer versions of Chrome, Safari, FireFox, and Internet Explorer browsers. We also support the most recent versions of iOS for iPad and iPhone.

Other

Q: How do I receive a catalog?

A: Sounds True no longer offers a paper catalog through the mail. To learn about new releases and receive exclusive offers, sign up for our weekly email program. Sign up now

Q: Do you offer gift certificates?

A: Sounds True does not provide gift certificates at this time.

Q: Are CE credits available for my profession?

A: Please see our CE Credits page to check for your profession.