Due to COVID-19, our customer service response times are delayed. We appreciate your patience.

WELCOME TO SOUNDSTRUE.COM FREQUENTLY ASKED QUESTIONS!

ORDERING/PAYMENTS/SHIPPING

Q: What currency are your prices listed in?

A: All prices for products sold on SoundsTrue.com are listed in United States Dollars. When placing an order, prices for the item(s) ordered, as well as any applicable shipping fees and sales tax, will be displayed both on the site and on your order confirmation email in US Dollars.

When viewing your credit card statement, payments may be converted into your local currency, which may create variances in the numbers displayed.

For example, a purchase of $25 USD is equal to $32.81 Canadian (CAD) (Conversion Rate on 6/28/2019). While the numbers differ, the value will be equivalent between the US Dollar amount displayed on our site and the local currency billed on your statement.

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

A: For US shipping addresses, a shipping confirmation email, which should include tracking information, will be sent when your order is processed. For international customers, unfortunately, tracking is not available at this time.

Please see our shipping page for more information.

Q: Do you accept orders over the phone?

A: Yes, we accept phone orders. You can call us Monday–Friday from 8:00 am to 5:00 pm Mountain Time at the following numbers:

  • US customers: 1-800-333-9185
  • Canada and US customers (toll-free): 1-888-303-9185
  • Outside the US and Canada customers: 303-665-3151

Q: How can I change my online order?

A: Once an order has been submitted, changes cannot be made.

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: Sounds True collects sales tax as required under federal, state, and international law. The sales tax amount displayed in your cart is an estimate. The actual sales tax will be calculated when your order is completed and displayed on your order confirmation.

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

A: We accept Visa, Mastercard, Discover, and American Express credit cards, as well as Sounds True gift cards, PayPal, and Shop Pay.

As of May 1, 2019, we no longer accept checks or money orders.

Q: Do you ship internationally?

A: Yes. Details can be found on our shipping page. Please note: Sounds True is not responsible for any customs or duties that may be incurred on international shipments.

Q: How can I see my invoice?

A: Many order details can be found in your order history. Go to “My Account,” then under the “Order History” heading, click on “View Order” (in the “Action” column).

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 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 “Login/Register” and then “Forgot your password?” underneath the Password field. Enter your email address and press “Submit.” You will then receive an email within a few minutes with a verification code to reset your password. Please check your inbox, junk, and spam folders. If you do not remember the email address you used to set up your account, please contact Customer Service. Please do not create a new account, as the email address is linked to your old account, which holds your library and purchase history.

DIGITAL LIBRARY & DOWNLOADS

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

A: Please follow these steps:

  1. Log into your Sounds True account
  1. Click on “Library”
  2. Find and click on the product you want to download
  3. Click the “Overview” tab
  4. If you want to download all files, click on “Entire Album.” If you would like to download individual files, click on “Individual Tracks.” Please note it will take some time to download the entire album since the file size is larger.
  5. Click on the “Download” button

Q: I downloaded the “Entire Album” on my computer. How do I access the files?

A: If you downloaded the “Entire Album,” you will need to unzip the folder to access files. Please follow these steps on your computer:

  1. Go to your downloads folder and unzip the downloaded folder by double-clicking on it.
  2. You will then move the files (that live in the unzipped folder) into iTunes or Windows Media Player on your computer. (www.apple.com/itunes is available for computers)
  3. The contents will go into an "album," which will be under Albums or Artists.

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

A: Yes, for most Android devices. For Apple and other devices, we recommend downloading the file to a computer and transferring to your mobile device via iTunes and a USB connection.

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

A: There is no expiration date for downloadable programs, unless it is noted otherwise.

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

A: Yes!

Q: How can I gift a download?

A: eGift Cards are now available starting as low as $15.00 USD!

COURSES AND EVENTS

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

A: Please follow these steps:

  1. Log into your Sounds True account
  2. Click on “Library”
  3. Find and click on the online course
  4. Click the “Go to Course” button

Q: How do I join a live session?

A. For interactive courses, please log in and access your online course. Within the course, click on the “Live Q&A Sessions” chapter to expand it and select the lesson to open the live session player page.

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

A: Two business days after the live session is broadcast, recordings of live sessions will be available within the course. Navigate to the “Live Q&A Sessions” chapter and select the desired session. The audio and video recordings will replace the live player on the page.

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, unless specified otherwise.

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

A: If the functionality is available within the specific course and 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” form underneath the player page. (Please note this may not be an option for all live sessions.)

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: 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.

e-GIFT CARD

Q: Are there any fees associated with the purchase of an eGift Card?

A: No. You will only be charged the face value of the eGift Card, and we will not impose any shipping, taxes, or additional fees.

Q: Can I change the value of an eGift Card after I've paid for it?

A: Not at this time.

  • Q: How do I cancel the purchase of an eGift Card?
  • A: Your eGift Card is not returnable after purchase (except as required by law) and cannot be canceled.
  • Q: What are the minimum and maximum dollar amounts I can purchase for eGift Cards?
  • A: The minimum is $15, the maximum is $150. However, if you wish to purchase an eGift Card for more than $150, please contact Customer Service. Email: support@soundstrue.com; Phone: 1-800-333-9185 (US only), 303-665-3151 (international).
  • Q: When is my credit card charged for my purchase?
  • A: Your credit card is charged at the time of purchase.
  • Q: When does the eGift Card expire?
  • A: The eGift Card expires five years after the initial purchase date.
  • Q: Where can I redeem my eGift Card?
  • A: You can use your eGift Card at SoundsTrue.com on any Sounds True product (excluding live events, monthly subscriptions, or CE credits). You can apply the gift card balance to your shopping cart at checkout and will be prompted for additional payment if your total exceeds your gift card balance.
  • Q: Do purchases of gift cards count toward the minimum required for free shipping?
  • A: No, gift cards do not count toward the purchase amount required to be eligible for free shipping if the order also contains hard goods.
  • Q: Can I use the eGift Card to purchase Sounds True products on other websites (such as Amazon)?
  • A: No, not at this time.
  • Q: Can I add value to my eGift Card?
  • A: No, not at this time.
  • Q: How do I know the recipient actually received the eGift Card I sent them?
  • A: You will receive an email message confirming delivery.
  • Q: What if I lose my eGift Card?
  • A: Please contact Customer Service. Email: support@soundstrue.com; Phone: 1-800-333-9185 (US only), 303-665-3151 (international).
  • Q: I’m having trouble using my eGift Card. Whom should I contact?
  • A: Please contact Customer Service. Email: support@soundstrue.com; Phone: 1-800-333-9185 (US only), 303-665-3151 (international)
  • Q:I purchased an eGift Card as a gift for someone, but they haven’t received it yet.
  • A: What should I do? Please contact Customer Service. Email: support@soundstrue.com; Phone: 1-800-333-9185 (US only), 303-665-3151 (international)
  • Q: Do you sell physical gift cards?
  • A: No, not at this time.

SYSTEM REQUIREMENTS

Our website supports Windows and OSX using newer versions of Chrome, Safari, FireFox, and Edge browsers.

It is also supported for updated iOS and most Android devices. Determine your latest browser version
When streaming content from our website, the video quality will adjust to your connection quality (the better the connection, the better the streaming quality).

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.

Q: Do you offer gift certificates?

A: eGift cards are now available starting as low as $15.00 USD.

Q: Are CE credits available for my profession?

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