Site FAQ

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:

• Product FAQ
• Research and Install Guides

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!

We ship most orders same day via UPS Ground from our Nevada, Georgia, and Kentucky inventory 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.

Our products ship from multiple locations. Most lightweight products, as well as our TotalMass MLV, ship from both Nevada and Georgia same day. GenieMat RST ships from our inventory location in Kentucky. Custom products have varied lead times. Refer to the product page to see which location(s) the product will ship from and the estimated delivery days.

Most of our products ship same day from our stocking locations unless otherwise noted on the product page. The general order cutoff time for same day shipping (products that ship same day) is noon ET for customers on the eastern half of the United States and noon PT for customers on the western half of the United States.

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.

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.

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.

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 (any IsoDoor model, 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).

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 $100, then photographs of the damage are required to begin the claims process with our shipping carrier.

Click here to submit a request to return product

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.

Click here to access the contact form

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 or process your order in person. Most orders can be picked up Monday through Friday, times vary at each location.

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.

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 2 PM ET or 2 PM PT depending on the product and from which location it will ship.

We accept the following forms of payment:

• Visa, Mastercard, Discover, American Express (debit and credit cards)
• ACH transfer
• PayPal
• Venmo
• Apple Pay
• Google Pay
• Wire transfer (available on request)

All orders shipped to an address within the state of Idaho (6%) or California (7.25% statewide) are subject to sales tax. All other orders are exempt from sales tax. If your shipping address is located outside of Idaho or California, then please refer to your state's rules regarding Sales and Use Tax and purchasing products online from companies that are out of state.

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 SD, IsoDoor HD, or IsoDoor V.

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.

We have simplified our discount code offers and made them available to anyone willing to type in the discount code. Previous discount codes for AVS, military, non-profits, contractors, and CEDIA members are no longer valid and have been replaced by a single discount code available within the cart. Use this code within the cart or during checkout to receive additional discounts.

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.

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.

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.

By Callback Request

Click here to request a callback

By Phone

877-86-NOISE (877-866-6473) or 208-514-1931- Request a call back at the top of the site for the best phone service

By Email

[email protected] – 7 days a week with very quick response times

By Live Chat

Click here to start a live chat.

By Online Form

Click here to access the contact form

For Project Advice

Click here to access the form