Shipping & Returns

1. Free shipping & freight

Free ground shipping is available on most eligible orders over $299.99 within the contiguous United States. Restrictions apply. Eligible orders display a free shipping option at checkout.

• Ground shipments use FedEx, UPS or USPS.
• Free shipping excludes Alaska, Hawaii and U.S. territories.
• Oversized items, fluids, speakers, subwoofers, certain laser projectors and heavy orders may incur additional shipping charges or require truck freight.
• Special orders, international shipments, rush orders and bulk orders may involve additional fees.
• Insurance may be added for high-value shipments. Some products ship directly from the manufacturer or supplier.

Contact us before ordering if freight service, delivery access or shipping eligibility is unclear. Any additional charges requiring your approval will be discussed before shipment.

2. Processing & availability

Our normal order-processing window is 24–48 hours. Processing is separate from carrier transit time and does not guarantee delivery within that window. Billing or address verification, product availability and special-order requirements may affect timing.

If an item is out of stock, we will contact you by email or phone with available options or an estimated shipping date.

Weather, carrier disruptions and supply-chain issues can affect timing. If we cannot ship within the applicable promised timeframe, we will provide a delay notice and the option to accept a revised shipping date or cancel for a prompt refund, as required by law.

3. Inspecting your delivery

Inspect your shipment immediately and report damaged, missing or incorrect items within 10 days of delivery.

• Check the packaging and contents. Keep all cartons, packing materials, accessories and paperwork.
• Photograph damage to the packaging or product and retain the shipping label.
• Where a carrier requests a delivery signature, note visible damage or shortages on the delivery receipt before signing.
• Refuse visibly damaged packages when possible and notify us promptly. If a package was left without a signature or damage is discovered after opening, contact us immediately.
• Provide your order number, affected item and a clear description of the issue.

Late reporting may affect the carrier claim and may result in return-shipping costs being charged to the customer, subject to applicable law. Contact us for replacement or claim instructions before returning damaged goods.

4. Return eligibility & exclusions

Returns require a Return Material Authorization (RMA) number. The return limit is 30 days. Contact us promptly to confirm eligibility, the applicable deadline and return instructions before sending anything.

Eligible products must be unopened, unused and in resalable condition. Include the original packaging and all supplied contents.

Items excluded from standard returns

• Fluids and bulbs
• Software
• Custom items and special orders
• Bulk orders
• Laser projectors
• Mirror balls
• Truck-freight items
• Other items specifically identified as non-returnable before purchase

Used or damaged items may be refused or, if accepted, may incur a restocking fee of 30% or more based on their condition. Contact us for an assessment before shipping an item back.

These standard-return restrictions do not eliminate applicable rights concerning defective, damaged, incorrect or undelivered goods. Contact us to discuss the appropriate resolution.

5. Requesting a return

1. Contact us: provide your order number, product, delivery date and reason for the request. Include photos when relevant.
2. Wait for authorization: obtain an RMA number and the correct return address, deadline and instructions.
3. Pack carefully: protect the product and its original packaging, include all contents, and follow the RMA instructions.
4. Ship with tracking and insurance: retain the tracking number and shipping receipt.

Do not send a return to our store address or a manufacturer without authorization; the correct destination may vary by product.

Shipping and handling charges are generally non-refundable for standard returns. Return-shipping arrangements and any applicable charges will be addressed during authorization. Different rules may apply to errors, defects or other situations covered by law.

Returned goods are subject to inspection. Any approved refund or credit will reflect applicable, disclosed deductions. Pack and insure the shipment carefully; Phantom Dynamics is not responsible for damage caused during customer-arranged return shipping, except where applicable law provides otherwise.

6. Warranty & product information

Products are sold new with applicable manufacturer warranty coverage. Warranty terms, exclusions and service procedures vary by manufacturer and product.

If a product develops a fault, contact us with the model, order number and issue so we can advise on the appropriate support process. A warranty claim is separate from a standard return request.

Manufacturers may revise specifications, packaging, accessories or appearance. If a particular feature is essential to your purchase, ask us to confirm it before ordering. If an item received differs materially from what you ordered, contact us promptly.

7. International orders

Contact us before placing an international order to confirm product availability, destination eligibility and shipping arrangements.

• International payments must be made in U.S. dollars by bank wire transfer. Credit cards are not accepted for international orders.
• Shipping charges are based on shipment weight, destination and applicable insurance.
• The customer is responsible for customs duties, taxes and import fees.
• Phantom Dynamics does not mark commercial shipments as gifts or undervalue merchandise for customs.
• Products are U.S. models. Verify voltage, frequency, plug type and local requirements before purchasing.

Refused or undeliverable international packages caused by address problems or customs rejection are generally non-refundable under our international-order policy, subject to applicable law. Contact us before ordering if you are uncertain about import requirements or delivery eligibility.

8. Laser equipment requirements

Laser light-show equipment may require FDA variance approval and other documentation, depending on its classification and intended use. Higher-class laser show equipment is subject to additional requirements.

Contact us before ordering to confirm the documentation required for your specific product and application. Shipment may depend on verification of required approvals. Buyers and operators are responsible for applicable operating requirements; seller and manufacturer obligations also apply.

Review the manufacturer's instructions and applicable federal, state and local requirements before installation or use.

9. Order review & cancellations

Orders may require billing, address or payment verification. Phantom Dynamics may decline or cancel suspicious orders, and suspected fraud may be reported to the appropriate authorities.

Contact us promptly if you need to change or cancel an order. Availability of changes depends on its processing and shipment status and any applicable special-order terms.

Unfinalized orders abandoned for 30 days or longer may be voided. Any funds already collected will be handled according to the transaction circumstances and applicable refund requirements.

We may contact you about typographical errors, availability problems or supplier price changes before fulfillment. We will not apply an increased charge without your agreement. If we cancel an order, any required refund will be issued.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded.

10. Contact our team

For shipping questions, delivery issues or return authorization, email sales@phantomdynamics.com or use our contact form. Include your order number when available.