Terms and Shipping

Returns/Refunds policies

TERMS OF SALE

Consoles purchased from Wrensilva are hand-built in our San Diego shop and made to order, we do not accept returns.

If you need to cancel your order, you must cancel within 24 hours to receive a full refund.

In the event of defect, please refer to Wrensilva Warranty info.

In the event of damage that has occurred during shipping, please DO NOT DISPOSE OF PACKAGING and contact us at hello@wrensilva.com. More info above under "My item arrived damaged. What should I do?"

Warranty

Yes we do. We stand firmly behind the quality of our products and our commitment to Wrensilva customers. Here is the Wrensilva Warranty documentation. Any further questions requesting clarification should be directed to hello@wrensilva.com and responses will be provided in writing.

Shipping rates and delivery estimates

PRODUCT

SHIPMENT METHOD

LEAD TIME

(APPROXIMATE)

SHIPPING COST

M1

Freight

8 weeks

$350

The Standard

Freight

8 weeks

$350

Loft Bundle

FedEx Ground

5 weeks

$175

Accessories

FedEx Ground

2-3 days

FREE

White Glove AddOn

In addition to freight

-

+$250

Shipping rates and delivery estimates

Orders will be shipped according to lead times and shipping methods stated in this chart. All consoles are built to order and lead times are approximate. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.  

Processing time

All orders are processed within 2 business days, and will ship according to approximate lead times.

Add-on services

Expedited Shipping is not included but is available for all orders at additional cost.

White Glove Delivery Service is not included, but is available for all orders at additional cost. This service is an add-on to our standard freight crated curbside/garage delivery. White Glove Service includes unboxing the console, moving it into its final position within the building, and disposing of any packing materials.

If interested in adding White Glove Service or Expedited Shipping to your order please add it to your cart on this page https://wrensilva.com/products/white-glove-service

Note: White Glove Service and/or Expedited Shipping can be purchased and added to an order at any time between console purchase and ship date.

Shipment confirmation & order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24hrs.

International Shipping Policy

Wrensilva ships to addresses within the U.S. and U.S Territories only. We currently do not ship outside the U.S.

Customs, Duties, and Taxes

Wrensilva is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.)

Damages

Wrensilva is not liable for any products damaged or lost during shipping. Should your order be lost or damaged in transit, a claim needs to be filed with the shipping carrier. We will happily assist in the process, but the shipping carrier is liable for damaging packages or losing items during shipment. Please email both the carrier and hello@wrensilva.com immediately and please SAVE ALL PACKAGING (very important).  

Returns

Consoles purchased from Wrensilva are built to order, we do not accept returns in usual instances. This applies to all consoles, speakers, and any items that have been subject to customization.

In the event of defect, please refer to Wrensilva Warranty info.

SHIPPING FAQs

How much is shipping and how long does it take to receive my order?

Each Wrensilva® product is very different in terms of size and weight and time it takes to build.

Please reference the chart above for the current projected lead time to ship date.

Our consoles are all handbuilt and handwired in San Diego, California. We try to be as accurate as possible with lead times but please order with enough advance time for flexibility if your console is intended for a special occasion or as a gift.

How do you ship your consoles?

Smaller items such as our Loft and Monitor speakers ship via FedEx Ground in standard cardboard boxes.

Large items such as the M1 and Standard One consoles ship via freight in a wooden or cardboard crate. When the console reaches the local terminal, the shipping provider will call the customer directly to schedule drop-off within a window of 2-3 hours, customer's choice as to which business day the delivery is performed. The freight company will wheel the crated console into your garage or street-level entrance. They will not unbox, carry up stairs, or set up the console.

Is white-glove delivery included, if not, is it an option?

White-glove is not included, but yes it is an option by request and subject to additional cost.

Our standard console delivery is performed by a cross-country freighting company, and while the drivers may move things, they aren't 'movers'. This service (white-glove) needs to be arranged in advance, possibly with a third party.

Wrensilva is happy to request quotes from local providers of white-glove service (typically they are local moving companies) and the cost of that additional service is generally between $150-$250 depending on what companies are available. White-glove delivery includes a very specific time of delivery, unpacking and disposal of the shipping crate, and delivery into the console's final room position. It does not include the setting up of the console.

I travel a lot, will I be contacted before my order ships?

Absolutely. As these are high value packages, we never ship a console without contacting the customer first to check scheduling concerns and affirm that someone will be available to accept and confirm a successful delivery. A representative will reach out about a week before the projected ship date to inquire about availability to accept delivery, confirm your shipping address, and inquire about any special considerations. Tracking information for all products will be provided upon shipping.

Do you allow local pick-up or have an option for local delivery?

Yes. Please contact us directly at hello@wrensilva.com to inquire. We are headquartered in San Diego, California.

My item arrived damaged.  What should I do?

DO NOT PROVIDE YOUR SIGNATURE FOR DAMAGED PACKAGES!

Please refuse delivery and immediately give the unboxed unit back to the delivery driver. Providing your signature at delivery is affirming to the delivery company that the package arrived in good condition. This severely complicates the return process.

If however, you or another has already signed and accepted delivery of the damaged unit, please DO NOT DISPOSE OF PACKAGING and contact us immediately at hello@wrensilva.com. We will assess the situation on a case by case basis to determine whether the item needs to be returned or can be easily serviced by a local technician. Again, please keep the packaging. Should the item need to be returned for replacement, you will need the packaging to return the item and we will need it to negotiate damages and reshipping in both directions with the carrier. Any photographic documentation of the unopened package is also appreciated.

Finally, we gladly will take care of any units that have been damaged in transit and will work quickly to resolve any issue, however we do not ship replacement units for consoles that have not been returned to us. The exception to this is if you consent that we will place a hold charge for the additional unit should the first item not be returned.

STILL HAVE QUESTIONS?

(800) 292-6353

hello@wrensilva.com

Wrensilva Showroom
3220 Adams Ave
San Diego, CA 92116

Showroom hours

Monday-Friday 9am-6pm

Saturday 12pm-4pm

Sundays by appointment only