Question 1

Can I contact you for customer support/general inquiries?

Accepted Answer

Yes! Just visit our contact page and shoot us a message. We can assist you via email or schedule a support call, whichever you prefer.

Question 2

What’s your return policy?

Accepted Answer

Unfortunately, due to the nature of digital downloads, we cannot offer returns or exchanges after a product has been purchased. Since the files are immediately accessible, we are unable to verify whether they have been copied or shared.​ This policy allows our purchasing process to remain simple and free from third party license verification bloatware. To view our full return policy, click here.(https://www.thesierrasoftware.com/refundpolicy)

Question 3

Do your products ever go on sale?

Accepted Answer

We try to give out free products and demos whenever we can, but to adhere to our company's values we price our products as aggressively as we can right out of the gate. We want to avoid succumbing to the culture of perpetual sales and artificially inflated non-sale prices.

However, if you send our customer service representative a kindly worded message reporting illegally distributed or pirated copies of our products, she may be inclined to send you a promotional code as a thank you. You can do this through our contact page.

Question 4

How can I stay updated about new product releases?

Accepted Answer

The best way to stay updated is to give our social media pages a follow! You can find links to them at the bottom of our website.

Question 5

Will you continuously update the products you’ve already released?

Accepted Answer

Yes! We plan to continuously support our previously released products. If there are any specific updates or improvements you’d like to see made (this includes adding new samples to our existing sample packs), let us know through our contact form and we’ll do our best to accommodate the most popular requests.

Question 6

Can I submit a request for a product that I want to see made?

Accepted Answer

Yes! You can let us know what you’d like us to create next using our contact form. Please note that this does not entitle you to any form of ownership if we decide to release that product in the future.

Question 7

Can I use your music packs and audio samples in my project?

Accepted Answer

If you/your business makes less than 100 million dollars per year, you’re all good! Use our products in YouTube videos, promotional videos, ads, short films, full length movies, and whatever else you’d like. If your business goes on to make over 100 million dollars per year AFTER your date of purchase, that’s also fine! To view our full royalty-free license terms in full, click here.(https://www.thesierrasoftware.com/royaltylicensing)

The Sierra Software

FAQ