Damaged, Lost Items, and After-Ship Care

We are pleased to offer free shipping within the contiguous US with limited free shipping in our Australia market.(*SEE SUMMARY AT BOTTOM OF PAGE) 

Please note: Insurance is not included with our shipments. RSL now offers Premium Protect shipping protection for purchase with every order which can be added at in your cart--varies by market.

Please remember: Premium Protect is only available in select markets.  If the option is not shown in your cart, Premium Protect is not yet available in your market.

• RSL’s premium shipping protection is now being offered as a faster and more streamlined claims process than ever offered before. RSL’s premium shipping protection handles shipping damage and shipping loss faster than before, and with fewer stipulations and exclusions.
• RSL’s premium shipping protection covers damage to an order caused by the shipping carrier, and/or loss of an order caused by the shipping carrier. 
• Opting out of RSL’s premium shipping protection means you are assuming all risk for items that are lost or damaged during transit. 
• It is strongly recommended to purchase RSL’s premium shipping protection to ensure your new RSL investment is covered.

Shipping damage: With purchase of RSL’s Premium Protect, damage claims are eligible for purchase price reductions or replacement orders. Shipping damage is not covered if RSL’s premium shipping protection is not purchased.

• Please be sure to inspect all items at the time of delivery, to ensure they are delivered damage free.
• Shipping damage must be reported to RSL via phone or email, within seven (7) days of delivery.
• RSL will require pictures of the item’s outer shipping box and inner packaging, as well as pictures of the damage to the item itself.
• Damage reported more than 7 days after the date of delivery may not eligible for refund or replacement.
• Based on the extent of the damage reported, RSL will offer either a reduction of the purchase price of the item (in the form of a partial refund), or a replacement of the damaged item.
• Replacement orders will be of equal or greater value than the original order.
  • An order for a factory new item will be replaced with an identical factory new item.
  • An order for an open-box item will be replaced with an open-box item of comparable condition. If such an item is not available, the order will be upgraded to the same item of a higher condition classification.
  • If an item is replaced, RSL will require the original item to be returned to RSL at RSL’s cost. The purchaser is required to complete the return of the damaged item within 7 days of receipt of RSL's return authorization email.
  • RSL will provide a pre-paid RMA return shipping label to the purchaser via email, along with the steps for return.
  • It is the purchaser's responsibility to verify the correct email address has been provided to RSL and to check spam folders to ensure the email was not automatically removed by the purchaser's email client.
  • Price reductions will be offered via a partial refund against the initial purchase price.
  • RSL will offer a reduction of the purchase price if the damage to the unit is deemed to be cosmetic only.
  • The amount of refund offered will be based on the condition of the item.
  • RSL believes price reductions should be generous and account for not only the damage but also the inconvenience caused. RSL aims to provide an exemplary experience for all RSL customers.
  • Partial refunds will be processed to the original method of payment, and cannot be processed to a different type of payment.
  • The damaged item will maintain RSL’s full warranty.
  • If RSL deems the damage to be more than cosmetic, and a potential risk to the item’s performance, a partial refund will not be offered, and a replacement item will be required.
• If you opt out of RSL’s premium shipping protection means you are assuming all risk for items that are damaged during transit. The shipping carrier may offer little or no coverage or reimbursement for these occurrences. It is strongly recommended to purchase RSL’s premium shipping protection to ensure your new RSL investment is covered.
• Shipping Loss: With purchase of RSL’s premium shipping protection, lost item claims are eligible for replacement. Shipping loss is not covered if RSL’s premium shipping protection is not purchased.
• With purchase of RSL’s premium shipping protection, orders lost in transit are eligible for a replacement.
• Items lost in transit need to be reported to RSL Speakers within 72 hours of the date of estimated delivery.
• Once a lost order is reported to RSL, RSL will require up to 5 business days to attempt to have the shipping carrier locate and recover the item for delivery.
• If the order cannot be recovered by the shipping carrier, RSL will replace the order for you.
• Replacement items will be of the same condition and value or a refund in full will be provided. If an exact replacement is not available, RSL may also offer an upgrade to an item of greater value or condition.

If you opt out of RSL’s premium shipping protection means you are assuming all risk for items that are lost during transit. The shipping carrier may offer little or no coverage or reimbursement for these occurrences. It is strongly recommended to purchase RSL’s premium shipping protection to ensure your new RSL investment is covered.
 
Order Theft: RSL’s premium shipping protection, covers damage or loss caused by the shipping carrier. Theft of an order after delivery (porch piracy) is not covered. It is the purchaser's responsibility to ensure a safe delivery location is provided. Order theft after delivery must be handled by local law enforcement any may be covered by homeowners or rental insurance.  

*PREMIUM PROTECT SHIPPING PROTECTION SUMMARY

	Free Shipping (No Premium Protect)	With Premium Protect
Shipping Damage	Not covered by RSL. Customer is responsible for filing a claim with the carrier.	RSL handles the damage directly with a fast replacement or partial refund.
Lost Packages	Not covered by RSL. Customer must work with the carrier to locate or recover the package.	RSL will replace or refund the lost order without requiring a carrier claim.
Claims Process	Customer must file with the carrier. Claims may be denied or delayed, and reimbursement is limited.	RSL resolves the issue quickly. No carrier paperwork or delays.
Carrier Liability	Limited to the carrier’s declared value (typically $100).	Full value of the order is protected through RSL’s internal resolution process.
Cost to Customer	Included at no charge.	Available for a small additional fee at checkout.

Last Update: 04/13/26