FREQUENTLY ASKED QUESTIONS
ORDERING/PAYMENTS/SHIPPING
Q: How do I subscribe to Sounds True ONE Membership
A: Click Here for full details and to enroll in Sounds True ONE Membership
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 may reflect $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: I ordered a physical product. Where is my order? Can I track it?
A: For US and Canada shipping addresses, a shipping confirmation email, which should include tracking information, will be sent when your order is processed.
Q: Do you ship internationally?
A: No. We invite our customers outside the US and Canada to check out the digital versions of many of our products.
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, Amazon Pay, and Shop Pay. We no longer accept checks or money orders
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, select either the order number or the side arrow to see specific order information.
Q: Do you accept orders over the phone?
A: Yes, we accept phone orders. You can either chat with us online here OR 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
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?
- Click “Login/Register”
- Then select “Forgot your password?” underneath the Password field.
- Enter your email address and press “Submit.” You will then receive an email within a few minutes to reset your password. Click on the "reset your password" link within the email to be prompted to create a new 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 email 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.
ST ONE MEMBERSHIP
DIGITAL LIBRARY & DOWNLOADS
Q: How do I download products from SoundsTrue.com?
A: Please follow these steps to access and download your purchase so that you may enjoy it offline.Please know it is not necessary to have a membership in order to enjoy the app.
- Download the Sounds True One app to your iOS or ANDROID mobile device.
- Open the app and enter the email address used to purchase your product or create your account.
- Log in with the verification code you receive from us via email.
Be sure to check your inbox spam or junk folder for the verification email. - Once you are logged in, navigate to the bottom of the screen and select the “My Library” option to find your product.
- The lower right corner on the product contains a grey triangle with a down arrow. Press the down arrow and a circle will appear showing the download has started. Larger files may take some time to complete the download process.
- Once the circle is complete and a checkmark appears, your product is ready to enjoy offline using the Sounds True One app.
Download complete and ready to enjoy within the app:
Q: How long will my purchase be available in my Digital Library?
A: There is no expiration date for programs unless it is noted otherwise.
Q: Can I download a digital purchase multiple times?
A: Yes!
Q: How can I gift a product?
A: eGift Cards are now available starting as low as $5.00 USD!
Q: Why don’t I see my product in my library?
A: If you do not see your recent digital purchase, please click refresh or F5 while on your library page to help your library recognize any recent changes, or try logging out and back in.
COURSES AND EVENTS
Q: How do I access a course that I have purchased?
A: Please follow these steps:
- Log into your Sounds True account
- Enter the email address used to purchase your product
- Log in with the verification code you receive from us via email.
Be sure to check your inbox spam or junk folder for the verification email. - Once you are logged in, select “My Library”
- Choose the product and select either, "Listen Now, "Watch Now", or "Go to Course".
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: Within 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.
COUPON CODES
Q: Will sales tax and shipping charges be included in the discount?
A: No. Sales tax and shipping & handling do not qualify for discounts.
Q: Where do you add the coupon code?
A. Online promotion codes must be entered at checkout to be redeemed and are valid for one-time use only.
Q: Can you use more than one coupon code for a single order?
A: No. Offers may not be combined with any other coupons, discounts, or promotions.
Q: What products can be purchased with coupon codes?
A: Promotion and coupon codes are not valid for use on online courses, CE credits, live in-person events, or new releases. Other restrictions may apply.
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 refundable after purchase and cannot be canceled (except as required by law).
Q: What are the minimum and maximum dollar amounts I can purchase for eGift Cards?
A: The minimum is $5, and the maximum is $500. If you wish to purchase an eGift Card for more than $500, 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 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 items to be shipped.
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: After purchase, you will receive an order confirmation email. Use this order confirmation email to share with the recipient and once sent, a message is sent confirming delivery. These emails may arrive in your inbox, spam, junk, or promotional folder.
Q: What if I lose my eGift Card?
A: Please contact Customer Service - click here
Q: I’m having trouble using my eGift Card. Whom should I contact?
A: Please contact Customer Service - click here
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 - click here
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 $5.00 USD.
Q: Are CE credits available for my profession?
A: Please see our CE Credits page to check for your profession.