Refund/Return Policy

At Decibel Trading Company, we respect and value every customer. Because your trust is important to us, we want you to be completely happy with every purchase. If you are not satisfied, for any reason, we are glad to accept returns of saleable merchandise for a full refund or exchange. Refunds will be credited to the original form of payment. The following rules apply:

  • All Returns Require RMA Number
  • Returns are accepted within 30 days of receipt.
  • Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).
  • Altered apparel, special orders, perishable or personal items and items identified as “final sale” cannot be returned.
  • Decibel Trading Company reserves the right, at its sole discretion, to determine if returned merchandise is in saleable condition.
  • Any item marked as a ‘Personal Item’ is only eligible for a full refund if returned unused.
  • Some of our items include a manufacturer’s warranty, this will be noted in the merchandise description. Please contact us to utilize any warranty.
  • In the case of a partial return of a bundled purchase, kept items will revert to original, pre-bundle pricing, the difference will be refunded to the customer.

Returning Merchandise

Click here to start your return using the form on the page.  Please put in the order number and all details of the return.

Buyer must obtain RMA number to make return.

Eligible merchandise must be returned within 30 days of the delivery date.

If you don’t have an order number, please call  +1 (855) 567-0554 for assistance.

It is buyer’s responsibility to ship eligible returns prepaid and insured, and include a copy of the receipt and RMA #. All returns are to be shipped to the Decibel Trading Company Shipping/Receiving Center. This facility fulfills orders for multiple stores and businesses, any items returned to the facility without a packing slip and RMA # will not be processed.

Ship to: 4301 Chestnut Rd., Wilson, NY, 14172. 

Holiday Returns

Purchases made 10/11/2019 to 12/25/19 will have an extended return policy until 1/31/20 or 30 days of receipt of merchandise, whichever is later. All other terms and conditions of our Return Policy remain in effect.

Please allow up to 10 to 14 business days for processing your return.

Gift Returns

Gift returns must be made by the original purchaser, no exceptions. If you don’t have an order number, please call +1 (855) 567-0554 for assistance.

Returning Large/Heavy Merchandise

A restock fee may apply.

Other Items

Due to air transportation restrictions and regulations, certain items considered hazardous materials are restricted to ground-only transport. These include aerosols and alcohol-based products (e.g., pressurized spray containers, hairspray, nail polish remover, etc.).

Contact Form

If you would like to speak directly to one of our support agents, and do not wish to use the support ticketing system please call:

+1 (855) 567-0554

Customer Service Office Hours 

Monday – Friday 9AM – 5PM (est) Phone And Email Support

Saturday – Sunday:  Email ticket support only.   

If you are unable to reach us, leave a voicemail detailing the reason for your call. Please allow up to 1-2 business days for one of our agents to return your call during our normal operating hours.

Submitting a ticket through the request form is the quickest way to reach one of our agents.