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Here to help

800-999-6962 (USA and Canada)

Here to Help

With serious sleep comes serious customer service.

We have a long history of taking care of people. Call us, and a real person will answer the phone. Email us, and we'll respond to you, specifically. No canned responses here.We're here for you.

If our Frequently Asked Questions don't answer yours, Contact Us will. We look forward to helping you any way we can.

Here's where to find a retailer.

Or, if you're really bored, read our policies.

Learn about our warranty or arrange for a repair, or register your product.

Contact Us

Like we said,

we have real people. Real people who want to help! So let's talk. or email our super-duper customer service team at customerservice@marpac.com.
You can also snailmail us at: Marpac, 2015 Capital Drive, Wilmington, NC 28405
or call us at 800-999-6962 (USA/Canada) or 1-910-602-1421 (worldwide).

FAQs

We hear these questions a lot. You can also ask us anything through our live chat feature. Or call us the old-fashioned way. Email us, if you prefer. We'll be here.

Question: What exactly is a sound conditioner?
Answer: Sound conditioners (also known as sound machines, sleep machines, white noise machines - or one of many combinations thereof) are machines that emit a consistent, soothing soundtrack. This term actually was coined by our founder, Jim Buckwalter, who invented the very first one. Jim proudly declared that he and his company were "Pioneers in Sound Conditioning" and it's a term we at Marpac continue to use and honor today. We think it makes a lot of sense - just as air conditioners moderate the temperature of an environment, sound conditioners moderate the noise level of an environment. Turn one on, and tune everything else out.

Question: Why would I want a sound conditioner?
Answer: A lot of people find that the soothing sound of rushing air is a wonderfully relaxing, all-natural sleep aid. We've received a lot of letters and emails from new parents, nightshift workers, spouses of snorers, frequent travelers -- even pet owners. All of them thank us, and say that we've literally changed their lives. Some people swear by their Marpac sound conditioner for concentration purposes, too, especially in an office or study environment that's too loud or just too quiet. And for privacy, whether you're in an apartment or dorm room, in a physician's or therapist's office, the sound conditioner is a simple and economical sound-masker.

Question: Where can I find a Marpac sound conditioner in my area?
Answer: You can order a sound machine here on our website in the store. You're also welcome to place your order with us by telephone. Just call during our North Carolina working hours (8:30am to 5pm EST) at 800-999-6962 (USA and Canada) or 1-910-602-1421 (worldwide). If you're a hands-on kind of shopper in the U.S., pay a visit to your local Bed, Bath, & Beyond store! To purchase outside of the U.S., check out this list of international retailers (some are online, and some have physical retail locations, but all are ready to provide you with some of our serious sound conditioning.) And we'll be in more places soon... so keep your eyes (and ears) open!

Question: What if I'm not absolutely crazy about my sound conditioner?
Answer: We love our sound conditioners, and we believe you will too. If, however, you find that our product just doesn't work for you, just send it back to us and we'll give you a full refund. That's how we roll.

Question: What happened to SleepMate and Sound Screen? I loved my SleepMate!
Answer: Don't worry. We didn't change the product. We know people are attached to our Original Sound Conditioner. But from all of the questions we've received over the last 50 years, having two names for the same product - one for bedrooms, one for use elsewhere - was pretty confusing, so we gave it one name: Dohm. Like "ohmmm." Simplifies things, but with the same awesome zzzz's.

Question: So why Dohm?
Answer: "Dohm" references the iconic dome shape of the original sound conditioner; it also calls to mind the sound made by the product, as well as the state of relaxation it induces - like yoga.

Question: What's all this about the National Sleep Foundation?
Answer: We've been chosen to produce the Official Sound Conditioner of the National Sleep Foundation. The NSF is a nonprofit foundation dedicated to the mission of "waking America to the importance of sleep." Sleep is our mission, so when the foundation approached us about joining them, along with a select group of reputable, sleep-centric companies, we got on board. The Dohm-NSF is the result of that partnership.

Question: Can my Dohm leave my home (or even the country)?
Answer: We don’t recommend that the Dohm leave your home (country) – we’ve found that it just isn’t very happy overseas, even with suitable voltage converters. If you wish, we'd be pleased to build you a Dohm equipped specifically for use in countries with 240-volt current. Simply select the power option you need when checking out. You may also want to consider the TSCi-330, which is designed specifically for travel and includes several plug adapters, if you'll be hopping around a bit.

Question: Which of the sound conditioners is the loudest?
Answer: The Dohm creates a soft, comfortable sound at volumes suitable for most applications, even if your neighbors are REALLY loud. It comes in one-speed and two-speed models - both feature the soothing high-speed setting and can be adjusted with a simple twist of the wrist (link to diagram). The two-speed Dohm has a lower speed, in addition to the higher speed, for even greater sound-masking flexibility. While the Dohm, our original white noise-producing electro-mechanical sound conditioner (say that three times fast), has proven most popular over the years, some people do prefer the greater volume and tonal variety of our digital models. And if you're really into rain or waterfalls, then perhaps you want a Marsona.

Question: What is white noise?
Answer: It's not really white, and it's not really noise. According to Wikipedia, "a random signal is considered 'white noise' if it is observed to have a flat spectrum over a medium's widest possible bandwidth." What this means to you: White noise can block out sounds across a wide range of frequencies, both more steadily and at a lower volume than, say, your music, which contains a variety of frequencies and is therefore an inconsistent sound-masking experience, no matter how loud you turn it up. That's the "scientific" explanation. What our years of experience have taught us is that all white noise is not created equal, and the simple, singular sound of rushing air is the most popular white noise. Our customers use the following words (among others) to describe it: "familiar," "comforting," "soothing," "protecting" and, our favorite, "deeply pleasing." This makes us deeply pleased, too.

Question: What's the difference between the Dohm-DS and the Dohm-SS?
Answer:The Dohm-DS is our most popular model. It features dual speeds, high and low, allowing for greater flexibility in achieving your perfect tone and volume settings. The Dohm-SS is our more basic model. It features the higher single speed from the Dohm-DS, so it's still got plenty of sound-masking power

Retailers

If you're ready to make a purchase, you can find Marpac products in our online store or on: Amazon, Walmart, Target, Drugstore.com, Bed Bath and Beyond, and on the National Sleep Foundation Sleep Shop website - just to name a few.

If you prefer the in-person purchase experience, we're pleased to report that select Marpac products now appear on select retail shelves. Ask if your favorite has them, and if not, why?

In the U.S., find the DOHM-NSF at Bed, Bath, & Beyond now... To purchase outside of the U.S., check out this list of international retailers (some are online, and some have physical retail locations, but all are ready to provide you with some of our serious sound conditioning.) And we'll be in more places soon... so keep your eyes (and ears) open!

Policies

Shipping
We like to keep things simple, so we offer free standard UPS shipping throughout the U.S.A., home to our production facility. If you would like to order a product to be shipped internationally, please call (910-602-1421) or email us (info@marpac.com), and we will be happy to help you.



Returns
We want to make you happy.
So if you're not happy with your sound conditioner, just send it back, and we'll give you a full refund. Here's how.

1.
If you bought your product from Marpac, put it back in its original packaging and send it back within 30 days. Send it to:
Marpac
2015 Capital Drive
Wilmington, NC 28405

2.
If you bought your sound conditioner from a Marpac dealer, please contact them directly or take it back to the store.
3.
Please include a brief note telling us why you're returning the product. Be sure to tell us the invoice number, and your name and address. Also let us know what it will take to make you happy - a replacement, an exchange or a credit/refund. Charge card purchases will receive credit to your account, and cash/check payments will receive a refund by check. We're sorry, but we can't refund shipping and handling charges.



Warranty
Registering sounds like a very smart idea.

We try very hard to take very good care of you. By registering your product, you'll make that easier for both of us. Please, take a minute to do so here.

Every sound conditioner comes with a one-year factory warranty. Within 30 days, we offer a replacement or a refund; after 30 days, we will repair your sound conditioner and replace any part that is defective.

Here's the "legalese" on our warranty program: Marpac warrants its products (with exceptions as indicated), to the original purchaser, to be free of defects for a period of one year from the date of purchase. This limited warranty covers all parts against defects or breakage in normal intended use. The warranty does not cover any damage caused by accidental dropping, rough handling, or misuse of the product. Altering or tampering with the Serial Number will also void this warranty. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.

Our lawyer wrote that. We just make serious sleep machines.



Repairs
What if you need a repair?
We certainly don't want you to lose sleep over it. So we'll take care of your repair as quickly as possible. Here's what to do to send in your repair:

1.
Package the item well to protect it from further damage during transit. Perhaps packing peanuts or that addictive bubble wrap.
2.
Be sure to include your name and return address inside the package along with a brief note describing the problem.
3.
If the item being returned for repair is under warranty, please include a copy of your receipt. If the item is outside of the one-year warranty period, a $25 repair charge applies. This includes return shipping and is only applicable for domestic repairs. We can't begin the repair until we receive payment, so you'll save considerable time by including your repair payment with the item. Send it to:

Marpac
2015 Capital Drive
Wilmington, NC 28405

If you absolutely can’t live without your sound conditioner while it is being repaired (and you wouldn't be the first person to say so!), please call us to inquire about our Loan-a-Dohm program.

In very rare instances, we receive product that is beyond repair or is not cost-effective to repair. If, in our judgment, we find your sound conditioner to be beyond repair, we'll refund any payment submitted and give you the option to have the unit returned to you or discarded.

Questions about Repairs, Returns, or our Warranty? Please email our ready-and-waiting-to-help customer care team at customerservice@marpac.com (or just call us at 800-999-6962 and start talking!)

View our website Privacy Policy.

Contact Us

Email us at: info@marpac.com

Snailmail us at Marpac:

2015 Capital Drive, Wilmington NC 28405

Or call us at : 800-999-6962 (USA)

Or: 910-602-1421 (Worldwide)