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How Can We Help?

Answers to most frequently asked questions.

Ordering Information

How to Order from Sweetwater:

It couldn't be easier to order from Sweetwater! Whether you choose to take advantage of the wealth of knowledge found by talking directly to one of our highly-trained and experienced Sales Engineers, or prefer the convenience of ordering online, by fax, email or regular mail, you'll find your purchasing experience with Sweetwater enjoyable and simple.

  • Order Online: Visit us at www.sweetwater.com to order online, seven days a week, 24 hours per day. Just about everything we sell is available online, and you can order with confidence through our secure server. In addition, regular online features such as the inSync daily and GearNET weekly newsletter, and more will keep you informed and help you make buying decisions.
  • Order by Phone: To place an order with Sweetwater by phone, call us Toll-Free at 1-800-222-4700. We'll put you in touch with your personal Sales Engineer, who can offer you late-breaking product information, news of special offers, and price, availability and shipping details on your purchase.

    Your Sweetwater Sales Engineer can be reached (all times are Eastern Standard Time):

    - Monday-Thursday, 9 am - 9 pm
    - Friday, 9 am - 8 pm
    - Saturday, 9 am - 7 pm
  • Fax Orders: You may fax your order to 1-260-432-1758, seven days a week, 24 hours a day. Your personal Sales Engineer will contact you as soon as possible upon receipt of your fax.
  • Order by Mail: Once you've coordinated your purchase with your Sales Engineer, you can mail your order to:

    Sweetwater Sound, Inc.
    5501 US Hwy 30 W
    Fort Wayne, IN 46818

Institutional, Educational, Nonprofit Sales:

We accept approved Purchase Orders from institutional, educational and nonprofit accounts. Call your Sweetwater Sales Engineer at (800) 222-4700 for information. All purchase orders are subject to verification and credit approval.

If you're an Indiana-based nonprofit organization that qualifies for sales-tax exemption, please call your Sweetwater Sales Engineer for assistance with your order.

How To Cancel or Change an Order:

We work hard to ensure that the product(s) you order from Sweetwater are the right fit for your needs and your budget. However, we recognize that on occasion you must cancel or change an order. The first thing to do is call your Sweetwater Sales Engineer at 1-800-222-4700. Many orders leave our warehouse within 24 hours, so it is sometimes impossible to stop your order from shipping. In this case your Sales Engineer will assist you with a Return Authorization request. While we maintain the most liberal return policy in the industry, some items cannot be returned for very specific reasons. These items include software and any item that is considered personal, such as an earphone or instrument mouthpiece.

Accepted Payment Methods

Sweetwater offers more payment options than any other online music retailer. In addition to our very own Sweetwater Card, we accept Visa, MasterCard, American Express, and Discover cards, as well as Diners Club, JCB, the Yamaha Music & Sound Card, and the NAMM Music Money Card. You can use PayPal on both online and telephone orders. We also offer PayPal Credit, TeleCheck, and flexible leasing options. Please see our Finance Section for more information. You can also pay by money order, C.O.D., Western Union, or certified or personal check (a waiting period is required for the check to clear). We accept cash at our Fort Wayne, IN showroom (do NOT send cash through the mail).

When will my credit card be charged?

Sweetwater does not charge you in advance for orders that are not in stock and ready to ship. In the event that your order must be split (i.e., one item is in stock and one is backordered) we only charge for the part that is shipped. Once the balance of your order is ready to ship we will apply charges for that. One important thing to note here is that every order at Sweetwater is reviewed and attended to by a highly-trained Sweetwater employee before your credit card is charged to make sure that each and every order receives the personal attention it deserves.

No Sales Tax:

Sweetwater does not collect the sales tax for any purchases made from outside of the state of Indiana. In other states, each customer is responsible for their own taxes.

If you're an Indiana-based nonprofit organization that qualifies for sales-tax exemption, please call your Sweetwater Sales Engineer for assistance with your order.

Create a Personal Account

You don't need a personal account to shop and order at Sweetwater. But registering for an account makes it easier for you to shop during future visits. Plus, with an account, you can view your order history anytime, and set up your preferences for receiving print and electronic communications from Sweetwater. It's easy to create an account, and you don't need to keep your credit card number on file if you don't want to.

To create a personal account or to log in to your account, just click the "My Account" link at the top of this page. Or, you can create your account when you check out.

If you have an account and you've forgotten how to access it, remember that your e-mail address is your user name. There's a link on the page to follow if you've forgotten your password. Or, call your Sales Engineer for assistance.

Still have questions?

We're committed to providing you with the best shopping experience in the industry. Give us a call to learn more about our policies and services.

(800) 222-4700
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