Hi there @Lilikira!
Don here from Shopify.
If you can share a link to your store here and confirm the name of the theme you are using first, we will be able to look into this further.
It may just be part of how the theme itself is designed to function, though we would just need to confirm the info above so we can say for certain.
Has anyone figured this out? I inserted a video that should play at the end. It has no sound. Help me please!! I don't know how to contact customer support. They seem to be non-existent!! Thanks!!