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:

  • 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.

Holiday Returns

Purchases made 10/11/2018 to 12/25/18 will have an extended return policy until 1/31/19 or 30 days of receipt of merchandise, whichever is later. All other terms and conditions of our Return Policy remain in effect.

Please allow 10 to 14 days for processing your return.

Returning By Mail

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

A return fee of $9.95 will apply for clearance items and items returned after 15 days of delivery.

Eligible merchandise returned within 15 days of the delivery date are not subject to the return fee ; above exclusions apply.

Ship eligible returns prepaid and insured, and include a copy of the receipt so your credit can be easily processed to: 4301 Chestnut Rd., Wilson, NY, 14172.

Gift Returns

Gift returns must be made by the original purchaser. 

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.).

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

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:

(855) 980-1838

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 24 hours for one of our agents to return your call during our normal operating hours.