Contact Sonic Den Audio

Sonic Den Audio is an independent multi-brand specialist retailer for portable and desktop speakers from Marshall, Tribit, and Edifier. We believe clear support before and after the order matters as much as the product itself, so this page maps out exactly who handles what, how to reach the right team, and when you can expect a reply.

Who operates this store

Sonic Den Audio is operated by Crestwood Commerce Group LLC, an Oregon-registered limited liability company founded in 2019. Crestwood Commerce Group LLC runs the storefront and its catalog of portable and desktop speakers, administers pricing and promotions, staffs the customer service departments listed below, and manages fulfillment handoffs, returns intake, and dispute resolution. It is an independent retailer and holds no official affiliation with, or authorization from, the audio brands sold on the storefront.

Where to reach us

Postal address: 1427 Crestwood Avenue, Suite 210, Portland, OR 97205, United States

General support email: support@sonicdenaudio.shop

Email is our primary support channel. If you are not sure which department your question belongs to, simply write to the general support address and our first-line team will route it for you.

Service window and response times

• Hours: Monday through Friday, 9:00 AM to 5:00 PM
• Time zone: Pacific Time (PT)
• First response: Within one business day during the service window for most departments

Messages received outside the service window are queued and answered in the order received on the next business day. Orders placed outside hours are processed automatically and are not delayed by the service window.

Start here: general support

The general support address at support@sonicdenaudio.shop is the first-line intake for all email inquiries. When you write in, the team will confirm receipt and assign a case reference, answer directly if the matter is simple, or route your inquiry to the matching specialist department. You will receive a written confirmation of any resolution. Unresolved first-line matters are escalated to the after-sales department lead for a written decision within two additional business days.

To help us help you quickly, please include:

• Your order number or the email used at checkout
• A brief description of the request
• Photos where relevant, such as for condition or packaging questions

Specialist departments

Each department below handles a specific type of request. Writing to the right address saves a routing step and usually means a faster answer.

Pre-Sales — pre-sales@sonicdenaudio.shop

The pre-sales team answers product questions before purchase, including spec clarification and model comparisons, guidance on choosing between models in different price tiers, and questions about checkout, coupon eligibility, and payment methods. For example, if you are deciding between a compact waterproof portable speaker and a larger home speaker, this team can walk you through the published specifications.

First response: Within one business day during the service window.

How it's handled: The team reviews the listing and manufacturer specification details for the model, provides a written answer with reference to the published specs, and flags recurring questions to the listing review team. Questions beyond published specifications are escalated to the buying team.

Please include: The product or products under consideration, and the specific question about specifications or fit for use.

After-Sales — after-sales@sonicdenaudio.shop

The after-sales team handles return requests within our 30-day return window and refund status inquiries, warranty questions based on the terms stated with each product, exchange requests, and post-delivery order corrections.

First response: Within one business day during the service window.

How it's handled: The team verifies the order and return eligibility, issues return instructions and, where applicable, a return shipping label, and confirms the refund or exchange once the unit is received and checked. Disputed eligibility is escalated to the after-sales department lead.

Please include: Your order number, the reason for the return or exchange, and photos if the unit is damaged or defective.

Quality Assurance — quality@sonicdenaudio.shop

The quality assurance team handles authenticity concerns and non-genuine product claims, defect reports that appear to indicate a product batch issue, and feedback on listing accuracy or specification mismatches.

First response: Within one business day of a complete submission.

How it's handled: The team logs the claim with a case reference, compares the evidence against sourcing and shipment records, and issues a written outcome, including the authenticity remedy where applicable. Confirmed batch concerns are escalated to the buying team and the relevant distributor.

Please include: Your order number, photos of the unit, packaging, and serial number, and a description of the suspected issue.

Legal and Privacy — legal@sonicdenaudio.shop

The legal and privacy team handles privacy questions, data access requests, and deletion requests, trademark and intellectual property correspondence from brand owners, and policy or terms questions that other departments cannot resolve.

First response: Within three business days.

How it's handled: The team verifies the requester's identity where required, fulfills data requests in line with the privacy policy, and provides a written response and records the correspondence. Matters outside internal authority are escalated to the operating entity's legal counsel.

Please include: Your name and the email associated with any purchase or account, the specific request or legal concern, and any supporting documentation.

Shipping Support — shipping@sonicdenaudio.shop

The shipping support team handles delivery status, tracking gaps, and carrier handoff issues, shipping charge questions and free-shipping threshold clarifications, and lost, delayed, or damaged-in-transit parcel claims.

First response: Within one business day during the service window.

How it's handled: The team locates the shipment in the carrier system and reports current status, opens a carrier claim for lost or damaged parcels, and reships or refunds per the outcome of the carrier claim. Claims unresolved with the carrier after ten business days are escalated to the after-sales department lead for a direct remedy.

Please include: Your order number, the tracking number if available, and photos of damage if the parcel arrived damaged.

Which address should I use?

Every inquiry receives a case reference and a written confirmation of its resolution. If a first-line answer doesn't resolve your matter, it is escalated to a department lead for a written decision — nothing simply disappears.

We appreciate you shopping with Sonic Den Audio, and we are here to make sure your experience is as clear before checkout as it is after your speaker arrives.