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Store Policies

Payment

We can accept VisaMasterCardAmerican Express, JCB, Discover, and Diners Club debit and credit cards.  Credit card orders are authorized on the day the order is received. 

Do we accept payments via PayPal, wire transfer or Western Union? Yes, but on a case-to-case basis. There are additional processing fees on top of the sender and receiver fees. Please contact contact us for more information.

Do we offer discounts on bulk purchases? Nothing official but we're happy to talk!  Please contact us if you'd like to discuss a bulk discount!

Shipping

Orders are normally shipped within 1 business day. Shipping to US locations are by either USPS First-Class Mail Parcel (+ Delivery Confirmation), USPS Priority Mail (+ Delivery Confirmation), USPS Express Mail; when you are not sure which one to choose, the best shipping method is chosen for you.

For international orders, if you prefer to have your items sent via USPS Priority Mail International, USPS Express Mail International, UPS Expedited, UPS Saver, UPS Expedited Signature Required, or UPS Express; you may do so by advising us of your preference via email BEFORE you place your order.

Please note, import duties and other applicable government taxes such as VAT/GST that were levied by Customs when your shipment arrives in your country are to be paid by you, the customer. We use a third party shipper, and therefore, we cannot change the value of your shipment nor declare them as samples / gifts in the shipping documents.

Also, we do not deliver to non-permanent, commercial addresses such as hotels where the recipient is staying as a guest. 

To determine shipping costs to your area, please go through the process of ordering an item. When you view the shopping cart, the lower half of the page has an “Estimate Shipping and Tax” box.   Fill in the country, state/province and area code boxes to get a quote.

You won’t need to proceed past this “Shopping Cart” page if you are just determining shipping costs prior to ordering.

Returns, Exchanges and Order Cancellations

Defective/Damaged Merchandise

It is assumed that our customers open and inspect their packages once these are delivered. If your merchandise is damaged, defective or an item is missing, please notify us within 10 days of delivery. Please send us an email with attached pictures clearly indicating the defect or damage to your item. Also please include an image with the SKU labels on the packaging. We will send you a replacement as soon as possible, subject to availability. 

  • Notify us of defective, damaged or missing merchandise within 10 days of delivery. We will not entertain any claims after the 10 day period.
  • Replacement will be made for the original item.
  • Shipping costs incurred in sending defective or damaged merchandise back to us will be reimbursed. If mailed within USA, an RMA label with pre-paid postage will be sent to you.
  • Please send items for replacement in their original packagingaccompanied by a copy of your invoice.
  • We require that you notify us by email and await our confirmation email BEFORE returning damaged merchandise for replacement.

Cancellations & Returns

Please check shipping details and order contents carefully BEFORE proceeding to make payment. We are unable to edit nor cancel your order after payment has been confirmed. 

If the item you want to return has shipped, you may return the merchandise within 10 days of receipt (shipping costs to be shouldered by customer).  Please notify the Helpdesk before sending back the item/s.

We offer 2 options for refunding payments after a cancelled/returned order:

    • Cash refund (via Credit Card or PayPal) with the following deductions: US$10 administration fee and warehouse fees at USD3 per item 
    • Full refund of payment via store credit (no fees deducted)
    • For returns, refunds are given AFTER item is received and quality-checked at the warehouse. 
    • DO NOT open packaging or remove labels from items to be returned. Items returned which are not in their original packaging and in a non-saleable condition will not be accepted.

If you want to request an order or pre-order cancellation, please contact the helpdesk. We are, however, unable to guarantee that the cancellation will be effected before shipping as orders drop automatically into the warehouse every few hours.  We are a small boutique operation, and we do our best to answer emails at least once per business day however it is highly unlikely we will be able to take action on any order changes or cancellations if you change your mind. Please double check your order before making payment!

Exchanges

Exchanges will be accepted within 10 days of receipt.

  • Exchanges may be made for merchandise, or by store credit only (no cash refunds).
  • Shipping fees on exchanges will be borne by the buyer. You will also incur a US$3 per item fee to cover expenses charged by the fulfilment centre.
  • Items for exchange must be returned unopened and in their original packaging, accompanied by a copy of your invoice.
  • We require that you notify us by e-mail and await our confirmation email before returning merchandise for exchange.

How to send back a return or exchange

All returns must be addressed using the printable RMA label associated with each order. The RMA label contains a unique number that is required to process your return.

Duty and taxes

The purchaser is solely responsible for paying any duty or taxes levied by their government. Please check with the appropriate institution before placing an order if you are unsure what you may be liable for.

If you have paid duty for the order you received and you're returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority. To ensure there is no further duty to pay please mark your return parcel, 'RETURNED GOODS-FAILED SALE'

Lost Items

Please refer to our table on estimated shipping time frames to your area. Sometimes, for shipments destined outside of the USA, packages have been known to take 5-6 weeks to arrive, particularly if they get caught up in customs.

  • For all non-tracked or limited-tracking purchases (this includes USPS First Class International or Royal Mail). Please note that this level of shipping costs much lower because it does not include insurance. Although missing parcels via this method of shipping occur rarely, there is a possibility of it. Choose this shipping level at your own risk.
  • For tracked purchases (this includes USPS Express International, USPS Priority International, UPS, FedEx and Purolator), please wait 2 weeks after the expected arrival date, then please contact us and we will send you a replacement (Please note: we have never had a tracked package go missing).
  • For parcels shipped with limited tracking service and with no insurance (this includes USPS First Class Mail International), tracking information is not updated after the parcel leaves the ports. Please wait for 6 weeks after expected date of delivery before contacting us. We will do all we can possibly do to find your missing parcel but we do not replace uninsured items.
  • For items returned to us due to an incorrect shipping address, you have a choice of getting a refund or pay to have the item re-shipped to you. Both options will also incur a US$6 fee to cover expenses charged by the fulfilment centre. Please double check that your order's shipping address is correct BEFORE making payments.

Refunds

If we will need to refund your payment due to reasons deemed valid by management, please note that it will be refunded in full if the refund is done within 60 days of payment. Otherwise, a fee equivalent to 4.5% will be deducted.

For other concerns, please contact the diyAudio Helpdesk.