- Product Questions
To provide the best support possible, we have developed our site to include every bit of information on every product, isolation method, and how to use these products in nearly ever scenario. Before contacting us, please review the links below to find the answers to your questions:
If you still have questions about our products, then please contact us by phone, email, or live chat. We are here to help make your project a success!
- Stocked Products and Standard Shipping
We ship most orders same day via FedEx Ground from our Utah and Georgia stocking locations. Not all products are stocked at each location and some products ship directly from the manufacturer. Refer to the product page for more specific information regarding lead time on each product.
- Same Day Shipping
Most of our products ship same day from our stocking locations unless otherwise noted on the product page. The order cutoff time for same day shipping is 3 PM ET for customers on the eastern half of the United States and 3 PM MT for customers on the western half of the United States.
- Express Shipping
- Express shipping is available for most products by calling us at 877-866-6473, or if available, using our live chat feature, to receive an express shipping quote. Keep in mind that our multiple stocking locations allow us to deliver orders to over 97% of our customers within 1-2 days through regular FedEx Ground. Some products do not ship same day including door seals, GenieMat™ products, and custom doors.
- Order Pickup
- Pickup is available for most products. However, not all products are stocked at each distribution location. Our distribution locations cannot accept payment or process your order. You must contact us to verify availability and to place your order with a request to pickup before attempting to pickup from one of our distribution locations. GenieMat™ products are not available for pickup.
- Freight Shipments
Orders of significant weight will occasionally ship via freight for an easier delivery and to protect the products during transit. These shipments require a signature at delivery and inspection by the recipient for any damaged or lost product. For IsoStore to file a claim on the recipient’s behalf, all damage or lost product must be noted at delivery. Failure to inform the driver of damaged or lost product will limit our claim to 33% of the value of the damaged or lost product.
- International Shipping
We will ship any of our products worldwide. Due to the extreme weight of many of our products, international shipping (except to Canada or Mexico) can be hugely expensive. We recommend that our international customers purchase products that are either lightweight (i.e. resilient sound clips) or in bulk (i.e. Green Glue Compound 5 gallon pail instead of tubes). The lighter the packages and the fewer number of packages shipped, the cheaper the cost. At this time, we currently will only ship international orders with a sub-total valued over $250 USD (excluding orders to Canada).
Please Note: Our online shopping cart will only calculate ground shipping to Canada for the lightweight products. For all other products to Canada or any orders to other countries, please contact us first via email to request a quote.
- Request Return
Returns will only be accepted for orders placed in the last 60 days. Fill out our product return form to initiate a return request.
We will process your request within 1 business day. If you request shipping labels, then we will provide you with the appropriate shipping labels with full insurance and tracking for your product return. Return shipping fees will be deducted from the amount refunded. Please write your name and order number on the outside of any box you return to us. This will eliminate errors associated with issuing a return.
- Return Policy
You can return any product on our site within 60 days of ordering. Returns beyond 60 days of ordering will not be accepted. This return policy excludes any custom manufactured or custom cut products (IsoDoor, IsoDoor HD, custom QuietBox, door seals cut by the manufacturer, etc.). A restocking fee, which varies for each product, will be assessed for each return (ranging from 10% to 15% of the original product purchase price).
*If your order was placed during a free shipping promotion, the the cost of shipping, originally waived, will be deducted from the amount refunded.
**If your order benefited from a quantity or promotional discount (i.e. 5% off orders of $250), the original purchase invoice will be recalculated to reflect the product return. The applicable discount, if any, will be adjusted to match the amended purchase price (i.e. a 5% discount on an order of $520 will be revoked if a product return results in an amended sub-total amount under $500).
- Refund Process
- A refund will be credited back to your original method of payment and will post approximately two days after the date of processing. It may take up to two billing cycles for the credit to appear on your monthly credit card statement. Most returns will process in approximately two to three days, depending on the complexity of the return. Shipping charges assessed during the original order will not be refunded.
- Incorrect or Damaged Items
If you receive an incorrect or damaged product, please notify us immediately. We will promptly ship a replacement or issue a refund for the cost of the damaged or incorrect product. If the shipment is valued over $250, then photographs of the damage are required to begin the claims process with our shipping carrier.
- Purchasing Agreement
- By placing an order on IsoStore.com or over the phone, you are agreeing to pay for the items ordered. An email confirmation will be sent automatically once the transaction has successfully completed. Any changes to the order, billing address, or shipping address, must be made by email or over the phone. Otherwise the order is considered final and agreed upon by both parties.
- Order Status
Every customer that orders from our site or over the phone, will receive an order confirmation after placing the order and a shipment confirmation once the order ships. Please check your inbox or spam folder for the order and shipment confirmation if you have not received either of these.
If you created an account then you can review the status of your order by logging into your account using the email address and password you provided during checkout. If you ordered over the phone then the password will have been emailed to you automatically.
An estimated lead time for the products you ordered can be found on each product page below the product pricing information. If you require further assistance for an update on your order, then please fill out our contact form or, if available, open a live chat with one of our customer support agents.
- Distribution Locations
Not all products are available at each location and customers can only pickup after placing the order over the phone. There are no IsoStore representatives at these locations to receive payment or discuss your project. Most orders can be picked up Monday through Friday, times vary at each location. The door seals and line of GenieMat™ products are not available for pickup at any of our locations.
Utah 4325 Commercial Way
Bldg 1, Ste D
Salt Lake City, UT 84104
Georgia 58 Columbia Dr
Pooler, GA 31322
- How To Order
You can order online or over the phone. We are available Monday through Friday from 9 AM to 7 PM ET to assist in deciding which products are best for your project and estimating the quantities needed for each product.
- Online Ordering
We have done our best to setup a very intuitive shopping experience that provides instant discounting, reasonable flat rate shipping, and answers to all the questions that most our customers have. You can place orders online with or without setting up an account 24 hours a day. Orders typically ship same day if ordered before 3 PM ET or 3 PM MT depending on your location.
- Phone Ordering
- Phone orders can be placed Monday through Friday from 9 AM to 7 PM ET. We intentionally limit our number of sales representatives so that each customer receives the most qualified and accurate advice. If you reach our voice mail during store hours, please leave a message and we will call you back as soon as possible.
- Forms of Payment Accepted
We accept the following forms of payment:
- Visa, Mastercard, Discover, American Express (debit and credit cards)
- PayPal (accepts payment through credit card or ACH debit)
- Check (order will ship once payment is received)
- Net10 or Net30 (must have account on file, net10 for new customers)
- Wire transfer (available on request)
Download and completely fill out our credit app to purchase from our company on terms. Commercial accounts only, not for one-off orders.
- Sales Tax
All orders shipped to an address within the state of Idaho are subject to a sales tax rate of 6%. All other orders are exempt from sales tax. Sales tax collected for MLV on behalf of the manufacturer in these states: California, Colorado, Idaho, Illinois, Indiana, Kentucky, Michigan, Minnesota, North Carolina, Ohio, Pennsylvania, Wisconsin, Texas. Sales tax collected for door seals on behalf of the manufacturer in these states: California, Tennessee
- Sitewide Discounts
Our unique quantity discount pricing structure calculates automatically based on the sub-total of your shopping cart. Changes to this quantity discount structure can change without notice. Not all products are eligible for the quantity discount pricing structure depending on pricing limitations or deeper discounts offered through a tiered pricing structure for certain products.
Quantity discounts do not apply to our IsoDoor, IsoDoor HD, or IsoDoor Basic.
- Guaranteed Lowest Pricing
We strive to offer the lowest pricing possible for all products on our site. This low price guarantee includes both the product pricing and cost of shipping. Please contact us if you have found the same or similar products for sale at a lower price. We are authorized resellers and master distributors for most products on our site and the actual manufacturer for others. Because of this we have the ability to beat any competitors’ pricing. View aditional requirements to meet our low price guarantee.
- Discount Codes
Our standard discount for AVS Forum members, military (former and current), non-profits, and CEDIA members is an additional 3% beyond regular quantity discounts. To access this extra discount enter in the coupon code 3PERCENT in your cart or at checkout.
- Ordering Security
All transactions submitted to us are encrypted using SSL technology so your transactions are protected. IsoStore is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information is safe.
In addition to our advanced SSL technology, we are fully PCI Compliant. We meet or exceed all the existing rules to be considered PCI Compliant. This means your personal card information is always safe when you purchase from us. We do not store any credit card information on our server and will only store credit card information on a separate secure server if requested by the customer.
- Customer Privacy
Your privacy is always guaranteed when you shop with IsoStore. We will NEVER release any of your personal information to outside parties and you will never receive unwanted emails.
All transactions submitted to us are encrypted using SSL technology and cannot be intercepted by outside parties, guaranteed.
- Legal Disclaimer
All content on this site may not be reproduced in any manner without the expressed written consent of IsoStore.
All prices listed are accurate to the best of our ability. In the rare case that an item is incorrectly listed, IsoStore reserves the right to refuse to sell the item at the listed price or cancel the order if the order has already finalized.
Please note that upon placing an order, a email confirmation is sent confirming the purchase intent. This email confirmation does not constitute a contract, and orders may be canceled at any time due to insufficient stock, inability to authorize a credit card, suspicion of fraudulent intent, discovery of an incorrect item price, or any other reason, as we see fit. Please further note that IsoStore has the right to refuse or cancel any such orders whether or not your credit card has been charged. If your credit card has already been charged and your order is canceled, IsoStore will issue a credit to your credit card account.
Purchaser understands and agrees that IsoStore shall not be liable for incidental, special, indirect or consequential or other similar damages including but not limited to loss of profit or revenues, damages for loss of the use of the Products, damage to property, claims of third parties, including personal injury or death suffered as a result of use of Products or failure of IsoStore to warn, or to adequately warn, against the danger of the Products or to instruct, or to adequately instruct, about the safe and proper use of the Products whether or not IsoStore has been advised of the potential for such damage. The total liability of IsoStore to Purchaser from any cause whatsoever, whether arising under contract, warranty, tort, (including negligence), strict liability, products liability or any other theory of liability, will be limited to the lesser of Purchaser’s actual damages or the purchase price paid to IsoStore for the Products that are the subject of Purchaser’s claims. However, this limitation of liability does not apply to damages resulting from personal injury caused by IsoStore's negligence. All claims against IsoStore must be brought within one year after cause of action arises, and Purchaser expressly waives any statute of limitations which might apply by operation of law or otherwise.
- Methods of Contact
877-86-NOISE (877-866-6473) or 208-514-1931
[email protected] – 7 days a week with very quick response times
By Live Chat
If available, you will find a live chat button at the bottom of every page on our site
By Online Form
For Project Advice
- About Us
Our company began selling sound control products online in 2008. With years of experience in the construction industry, including general contracting and specialized trade experience, the team at IsoStore has a unique insight into real world construction issues and limitations. This insight helps shape our advice to customers so we can provide them with effective solutions that are reasonable in scope. We originally started as Sound Isolation Store at soundisolationstore.com. We shortened that sorely uncreative name to IsoStore in early 2014 for a number of reasons, but mostly so we can have an actual company name instead of just three obvious words that describe our company. And of course with probably 5 competitors having names starting with the word sound, it just made sense to separate ourselves from the pack. As we should, since really, we strive to be a cut above the rest.
Over the years, we have sold every brand of clip, rubber underlayment, mass loaded vinyl, door seal, so on. Some brands have been with us from the beginning and some have been with us for less than a year. Our product catalog only continues to improve and is currently full of high performing, fully tested, sound control products from the most respected manufacturers in the industry. There are no zero value products on our site. Casting a wide net on any product that looks remotely related to sound isolation is not how we do it, that’s for the other guys. Choosing products based on test results, personal experience, customer experience, and advice from some of the most renowned acoustical engineers in the world helped to refine our product catalog over the years. It's an approach that has worked for 10 years and we are confident it will continue to work in years to come.
Our main operations are based in Boise, Idaho. This is where your inquiries are sent when you contact us by phone, email, or live chat. We also manufacture our line of soundproof doors, known as IsoDoor, and the QuietBox for isolating recessed lighting at our shops in Boise. Our most popular products are stocked in several strategic locations, with our main locations in Utah and Georgia.
We always strive to be one step above the competition by providing the best product catalog online along with hundreds of pages of information with detailed advice, informative topics, and extensive product pages. Not to forget our obsessive customer support available seven days a week to help answer your questions and solve your problems.
If you would like to know anything else about IsoStore, then please contact us.