Dispute Resolution &
Arbitration Policy
A clear, plain-language explanation of how Audio Imperial resolves customer concerns—starting with direct support, and explaining your rights and options if a disagreement cannot be resolved informally.
Audio Imperial is operated by NMG Express LLC, a registered Florida limited liability company (Registration No. L22000078949, EIN 88-0909093), with its registered office at 4809 Laddie Ct, Orlando, Florida 32821, USA. This page explains, in plain language, how we want disputes between Audio Imperial and its customers to be handled, what options you have if you are unhappy with a purchase or with our service, and what happens if a disagreement cannot be resolved through ordinary customer support.
We wrote this policy because we believe customers are entitled to know exactly where they stand before they buy—not after something has already gone wrong. Nothing on this page is intended to discourage you from contacting us, and nothing here limits any right you have under applicable consumer protection law that cannot lawfully be limited by agreement.
On This Page
We Would Rather Fix It Than Argue About It
The overwhelming majority of order issues—wrong items, shipping delays, defective units, billing questions—are resolved through ordinary customer support within a few business days. Formal dispute procedures exist for the rare cases where that is not enough, and we want every customer to understand those procedures before they ever need them.
Before any formal claim, notice, or arbitration demand is filed by either party, we ask that you first contact our support team directly. Most concerns relating to orders placed through audioimperial.com—including questions about order status, product condition, billing accuracy, warranty coverage, or our Return & Refund Policy—can be resolved without any need for formal dispute procedures.
Step 1: Informal Resolution Process
This is the required first step for any dispute, and it costs you nothing and commits you to nothing. Most issues are resolved here.
Email support@audioimperial.com, call +1 888-865-1086, or use Live Chat on our website during business hours (Monday–Friday, 9:00 AM–6:00 PM Eastern Time). Describe your order number, the issue, and what resolution you are looking for.
A member of our support team reviews your order, your correspondence, and our records, and responds with a proposed resolution. We aim to provide a substantive response within two business days, and to fully resolve straightforward issues within seven business days.
If our initial response does not resolve your concern, reply to the same email thread and ask that your case be escalated. A senior member of our team will review the matter and provide a final written response within fifteen calendar days of your original complaint.
Why we require this step: Informal resolution is faster and less costly for both sides than arbitration or litigation, and it is how the vast majority of customer concerns get solved. If, after completing this process in good faith, your dispute remains unresolved, you and Audio Imperial may proceed to the formal notice and arbitration procedures described below.
Step 2: Formal Notice of Claim
If the informal process does not resolve the dispute, either party must send a written Notice of Claim before starting arbitration or a court case (except where small claims court applies, as described in Section 08).
The Notice of Claim must be in writing and must include: (1) your full name and the email address or order number associated with your purchase; (2) a description of the dispute and the facts giving rise to it; (3) the specific resolution you are requesting (for example, a refund, replacement, or repair); and (4) confirmation that you have already attempted informal resolution as described above.
Send your Notice of Claim to support@audioimperial.com with the subject line “Notice of Claim,” or by mail to NMG Express LLC, 4809 Laddie Ct, Orlando, Florida 32821, USA, Attn: Dispute Resolution. We will send any Notice of Claim to you at the email address on file for your order, or by mail to the address provided at checkout if no resolution is reached by email.
Both parties agree to negotiate in good faith for at least thirty calendar days following receipt of a Notice of Claim before either party initiates arbitration or, where permitted, a lawsuit. This waiting period gives both sides a real opportunity to settle the matter directly and avoid the time and expense of a formal proceeding.
Step 3: Binding Arbitration Agreement
This section explains, in full and in plain language, the arbitration agreement between you and Audio Imperial. Please read it carefully—it affects how disputes that cannot be resolved informally are decided.
If a dispute is not resolved through the informal process and the thirty-day negotiation period described above, you and Audio Imperial (operating as NMG Express LLC) each agree that any dispute, claim, or controversy arising out of or relating to your purchase, your use of audioimperial.com, or this policy will be resolved by binding individual arbitration, rather than in court, except as set out in the exceptions in Section 08 below.
This arbitration agreement is governed by the Federal Arbitration Act (9 U.S.C. §§ 1–16), which applies because Audio Imperial's sales involve interstate commerce. To the extent the Federal Arbitration Act does not apply to a particular aspect of a dispute, the Revised Florida Arbitration Code (Chapter 682, Florida Statutes) applies instead.
Arbitration is a method of resolving disputes outside of court, in front of a neutral, qualified arbitrator instead of a judge or jury. It is generally faster and less formal than a courtroom lawsuit, and the arbitrator's decision is final and legally binding on both parties, subject only to the very limited grounds for court review that apply to arbitration awards under federal and Florida law.
This is mutual. Audio Imperial is bound by this arbitration agreement in exactly the same way you are. If we have a dispute with you, we are equally required to use this same process—we cannot sue you in court for a claim covered by this agreement any more than you can sue us, except where Section 08 allows it.
How an Arbitration Case Actually Proceeds
We want you to know exactly what to expect, step by step, with no surprises in cost or procedure.
Arbitration is administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules then in effect. The AAA's rules and consumer arbitration fee schedule are publicly available at adr.org.
Either party may initiate arbitration by filing a demand with the AAA in accordance with its rules, after completing the informal resolution and Notice of Claim steps described above. We will provide the necessary filing information on request to support@audioimperial.com.
For claims of $10,000 or less, the arbitration will be conducted solely through written submissions, by telephone, or by video conference, at the consumer's election, unless the arbitrator determines an in-person hearing is necessary. Where an in-person hearing is required, it will take place in the county where you reside, or another mutually agreed location.
For consumer claims, Audio Imperial will pay all AAA filing, administrative, and arbitrator fees for claims under $10,000, except where the arbitrator determines your claim is frivolous or brought for an improper purpose, consistent with AAA Consumer Arbitration Rules and applicable fee schedules in effect at the time of filing.
Each party is responsible for its own attorneys' fees and costs, except that the arbitrator may award attorneys' fees and costs to either party where a statute applicable to the dispute permits such an award (for example, certain consumer protection statutes).
The arbitrator can award any relief that a court could award under applicable law, including monetary damages, but only on an individual basis as described in Section 07. The arbitrator's decision is in writing and is final and binding, subject to limited judicial review under the Federal Arbitration Act and Florida law.
You Can Opt Out of Arbitration Entirely
We do not want any customer to feel locked into arbitration without a genuine, easy way to decline it. Here is exactly how to do that.
You may reject this arbitration agreement by sending written notice to support@audioimperial.com with the subject line “Arbitration Opt-Out,” or by mail to NMG Express LLC, 4809 Laddie Ct, Orlando, Florida 32821, USA, Attn: Arbitration Opt-Out, within thirty (30) calendar days of the date you first place an order on audioimperial.com or the effective date of this policy, whichever is later.
Your opt-out notice must include your full name, the email address used for your order, your order number (if applicable), and a clear statement that you wish to opt out of this arbitration agreement. If you opt out, neither you nor Audio Imperial will be required to arbitrate disputes under this policy, and any dispute will instead be resolved in the courts identified in Section 09, with all other terms of this policy—including the informal resolution process—continuing to apply.
Opting out of arbitration does not affect any other part of your relationship with Audio Imperial, including your order, your warranty coverage, or any other policy on this website.
Class Action and Jury Trial Waiver
This is one of the most important parts of this policy, so we are stating it directly and without qualification.
You and Audio Imperial each agree that any arbitration or, where permitted, court proceeding will be conducted only on an individual basis, and not as a class, consolidated, or representative action. The arbitrator does not have authority to combine more than one person's claims into a single proceeding, or to preside over any form of class or representative arbitration, unless both you and Audio Imperial specifically agree otherwise in writing after a dispute arises.
To the extent any part of this section is found unenforceable as applied to a particular claim, that claim (and only that claim) may proceed in court, while every other part of this arbitration agreement, including the requirement to arbitrate individually, continues to apply to all other claims.
Jury trial waiver: If a dispute proceeds in court rather than arbitration—whether because you opted out under Section 06, because a claim falls within an exception under Section 08, or because a court determines arbitration does not apply—you and Audio Imperial each waive any right to a jury trial and agree the matter will be decided by a judge alone, to the fullest extent permitted by law.
Note: This waiver does not apply to, and cannot be used to limit, claims related to sexual assault or sexual harassment, which remain outside the scope of any pre-dispute arbitration or class-action-waiver agreement as a matter of federal law.
Exceptions and Carve-Outs
Arbitration does not apply to everything. The following matters can always go to court, regardless of the arbitration agreement above.
Small Claims Court
Either party may bring an individual claim in small claims court (or the equivalent court in your jurisdiction) instead of arbitration, as long as the claim qualifies under that court's monetary and subject-matter limits, and as long as it remains an individual, non-class action.
Intellectual Property Claims
Either party may seek injunctive or other equitable relief in court for actual or threatened infringement, misappropriation, or violation of a party's copyrights, trademarks, trade secrets, patents, or other intellectual property rights.
Sexual Assault & Harassment Claims
As required by the federal Ending Forced Arbitration of Sexual Assault and Sexual Harassment Act of 2021, any claim relating to sexual assault or sexual harassment is not subject to this arbitration agreement or its class-action waiver, at the election of the person bringing the claim.
Government & Regulatory Action
This policy does not limit your right to file a complaint with, or participate in an investigation by, the Federal Trade Commission, your state Attorney General, the Florida Department of Agriculture and Consumer Services, or any other federal, state, or local government agency.
Collections of Amounts Owed
Audio Imperial may pursue collection of any amount you owe us—such as a charge dispute reversed in error or a confirmed instance of payment fraud—in small claims court or another court of competent jurisdiction, without first arbitrating, while still affording you all defenses available under law.
Statutory Non-Waivable Rights
Nothing in this policy waives any right or remedy that cannot lawfully be waived under applicable federal or Florida consumer protection law. Where any part of this policy conflicts with such a non-waivable right, the law controls and this policy is read to comply with it.
Governing Law and Venue
If a dispute is not subject to arbitration—because of an opt-out, an exception in Section 08, or otherwise—here is where and under what law it will be decided.
This policy, and any dispute arising from your purchase or use of audioimperial.com that is not subject to arbitration, is governed by the laws of the State of Florida, USA, without regard to its conflict-of-laws principles, except to the extent federal law (including the Federal Arbitration Act) applies.
For any matter properly heard in court, you and Audio Imperial agree that the state or federal courts located in Orange County, Florida have exclusive jurisdiction, except for claims that qualify for small claims court in your own jurisdiction under Section 08, which may be filed there instead.
Your Consumer Protection Rights Remain Fully Intact
An arbitration agreement changes where and how a dispute is decided. It does not change what protections you are entitled to under the law.
As a U.S.-based retailer, Audio Imperial's marketing, sales, and customer service practices are subject to the FTC Act (15 U.S.C. § 45), which prohibits unfair and deceptive acts or practices, and to the Restore Online Shoppers' Confidence Act (ROSCA), which governs how online sellers present pricing, billing, and cancellation terms. We are also subject to the Florida Deceptive and Unfair Trade Practices Act (Florida Statutes, Chapter 501, Part II).
This policy does not limit, waive, or restrict any consumer right or remedy created by these or any other applicable consumer protection statute. It also does not change the protections described in our Return & Refund Policy, our Shipping Policy, or any manufacturer warranty that applies to a product you purchased from us.
If you believe Audio Imperial has violated a law that protects you as a consumer, this policy does not prevent you from reporting that belief to a government regulator, as described in Section 08.
Severability and Future Changes
Severability: If any part of this policy is found by a court or arbitrator to be unenforceable, that part will be limited or removed to the minimum extent necessary, and the rest of this policy will remain in full force and effect. The single exception is the class action waiver in Section 07: if that specific waiver is found unenforceable as to a given claim, that claim may proceed in court on an individual basis, while the obligation to arbitrate all other individual claims remains in effect.
Changes to this policy: We may update this policy from time to time to reflect changes in our practices or in applicable law. Any update will be posted on this page with a revised “Last Updated” date. Changes will not apply retroactively to a dispute for which a Notice of Claim was already submitted under Section 03 before the update was posted. We encourage you to review this page periodically.
Who You Are Agreeing With
Full transparency about who operates this website and where to find our other policies.
Business Identity
| Legal Business Name | NMG Express LLC |
| Trading Name | Audio Imperial |
| Business Structure | Limited Liability Company (LLC), State of Florida |
| EIN | 88-0909093 |
| Registration Number | L22000078949 |
| Registered Address | 4809 Laddie Ct, Orlando, FL 32821, USA |
| Phone | +1 888-865-1086 |
| support@audioimperial.com | |
| Business Hours | Monday–Friday, 9:00 AM–6:00 PM EST (GMT−05:00) |
| Website | audioimperial.com |
| Jurisdiction | State of Florida, United States |
| Effective / Last Updated | June 26, 2026 |
Reach Us Before You Need This Policy
Every dispute starts with a conversation. Contact us directly using any of the channels below, and we will work with you to find a fair resolution.
Have a Concern? Talk to Us First.
Most issues are resolved in a single conversation. Reach our support team directly before any formal process is needed.