Shipping policy

Every panel, bass trap, cloud and gobo is made to order in our shop in Chatsworth, California. Nothing ships from a warehouse and nothing is drop-shipped.

Lead time depends on the item and on fabric availability at the mill. We quote it when you order and tell you if it moves.

Guilford of Maine runs its Anchorage 2335 line in batches, and individual colors do go on backorder. If yours does, we will email you with the mill's restock date. At that point you can:

  • Wait for your color
  • Switch to any in-stock color at no charge
  • Cancel for a full refund, regardless of how long ago you ordered

A fabric backorder is the one case where our cancellation window does not apply. If we cannot deliver in the time quoted, you are entitled to a refund.

How Your Order Ships

Parcel orders ship UPS Ground. We do not ship acoustic panels by USPS. Its size and weight limits make it impractical for large, light cartons.

Rates are calculated live at checkout from your delivery address and the actual weight and dimensions of your order.

Parcel or Freight

Small orders of 2 x 4' panels ship by parcel. Larger sizes and larger orders ship by freight on a pallet, which costs less and means fewer hands on your panels.

Freight is a cost and handling decision, not a size limitation. Panel cartons are large and light, so parcel carriers bill them on volume rather than weight. Past a certain order size a single pallet costs less than eight cartons and is handled fewer times in transit.

On a larger order we price both and tell you which we recommend.

Requesting a Custom Freight Quote

Select Freight quote required at checkout. It appears automatically once an order weighs 150 lb or more, and on every oversized product:

  1. We crate or palletize the order and take its real weight and dimensions
  2. We obtain a freight quote to your delivery address
  3. We email you the cost for approval, before the build starts
  4. You approve, we invoice the freight separately, and the build begins

Shipping is not included in your order total with this option. You are not billed for freight you have not approved. If the quote is higher than you want to pay, cancel at that point at no charge.

If Parcel and Freight Disagree

Where an order is quoted a parcel rate at checkout that we would rather palletize:

  1. We email you before the build starts with the freight cost
  2. If freight is cheaper than what you paid, we refund the difference
  3. If freight costs more, you approve the difference or cancel for a full refund

What a Freight Delivery Involves

Freight shipments are curbside deliveries unless arranged otherwise:

  • The truck brings the pallet to the curb or the end of the driveway. The driver is not obliged to bring it inside, upstairs or into a garage.
  • You must be present. Freight carriers call ahead to schedule a delivery window. A missed appointment incurs a redelivery fee, which is passed on.
  • A residential address without a loading dock requires a liftgate, which we include in the quote. Tell us at quoting time about narrow streets, steep driveways, gated communities or low bridges. These change the quote, and they change it considerably more once the truck has arrived.
  • Plan for two people to move the pallet once it is on the ground.

Local Pickup Is Free

9520 Owensmouth Ave, Suite 1, Chatsworth, CA 91311

Select local pickup at checkout and we will email when your order is ready. Pickup is by appointment. The shop is not always staffed for collections.

Bring a vehicle that will take the load. A 2' × 6' panel is six feet long.

Local Delivery and Installation

We deliver and install throughout the greater Los Angeles area, and install acoustic treatment across Southern California.

  • Studio Furniture: Delivered and set in place
  • Acoustic Treatment: Marked out, mounted and aligned

Installation is quoted per job and depends on panel count, mounting surface, ceiling height and access. Email info@valleyacoustics.com with photos and dimensions.

Where We Ship

We ship to the continental United States as standard.

For Alaska, Hawaii, Puerto Rico or international orders, email before ordering for a quote. These are freight or air freight, and duties, taxes and customs clearance in the destination country are the buyer's responsibility.

We do not ship to freight forwarders or parcel-consolidation addresses without prior arrangement, because a damage claim cannot be honored once goods have left the original carrier's control.

Tracking

Tracking is emailed when your order leaves the shop. If your build window has passed and you have no tracking, email us.

When Your Order Arrives

Inspect before signing and photograph anything that looks wrong. Carriers require the original packaging as evidence, so keep it. The procedure is in our Refund Policy.

Address Changes

Tell us immediately if your delivery address changes. Once a label is created or a freight booking made, a carrier-side address correction carries a fee that is passed on. Before we ship, a change costs nothing.