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Shipping & Returns

Warehouse locations / Shipment origins

  • All non-chassis items are shipped from our 3PL (3rd Party Logistics) facility in Massachusetts
  • All chassis items (manufactured by Hifi2000), unless specified otherwise, are shipped direct from Hifi2000 in Italy


Shipping Methods

We ship using the following methods. Not all methods are available to all countries or for all orders. Add items to your cart and go to the shipping page to see what options are available as they may change depending on cart value, dimensions, and destination.

Type Carrier Service Price Service Type Delivered By Signature Required? Insured Failed deliveries are returned to us or  destroyed? Number of days to wait before contacting us about a lost package
Domestic USA from our Massachusetts warehouse USPS Priority & Express $$$$ Premium service USPS No Yes Returned 14 days from the last date mentioned in the tracking
International from our 
Massachusetts warehouse (from US to the rest of world)

USPS

Priority & Express International

$$$$ Premium service National carrier (always good) No Yes Returned 30 days from the last day it was in the US
DHL Parcel  Direct $$ Affordable & reliable DHL No Yes Returned 40 days from the last day it was in the US*
DHL Parcel Standard $$ Discount Local Courier (quality varies) No

 Yes

Returned (takes months) 40 days from the last day it was in the US*
DHL Packet Plus† $
Discount
Local Courier (quality varies)
No

Yes†

(with caveats)

Returned (takes months)
40 days from the last day it was in the US*
Hifi2000 chassis shipments from Italy FedEx FedEx International Economy $$$ Premium service FedEx Yes Yes Returned 14 days from the last date mentioned in the tracking

 See insurance section for specific insurance caveats on DHL Packet Plus. Packet Plus is only available to select countries, for certain items, when the order total is under USD$100
See our Hifi2000 chassis shipping information page for more information on this service
* South Africa + all South American countries: 60 days


Order Changes

Please triple check your order items, address and contact information before placing your order. Please read the "Insurance" section of this Shipping and Returns policy which stresses the importance of entering correct valid information when you place your order.

Once you have paid for your order the sale is final. It is transmitted electronically and immediately to our fulfillment centers in Massachusetts and/or Italy to be fulfilled. Due to the long chain of systems, the fact we have staff in different timezones all over the world and the way various legacy systems interact, we are unable to make any changes to orders once they have been placed. 

Once you receive your goods you are welcome to return them. Never ever reject a package. Always accept it, then see our returns policy for details about how to obtain an RMA.

We're working on being able to edit orders after you've placed them but before they ship, but that is still some time away. We apologize for the inconvenience this may cause.


Shipping to Addresses in the USA

We ship domestically within the USA from our MA warehouse using USPS. It's generally a fast and reliable service. It does not require a signature unless you chose a USPS service that specifies it being required when you placed your order.

Any chassis related items you ordered will be sent from Italy using FedEx International. This is also a fast and reliable service. You are responsible for any duties. For the US they are typically small if any. See our chassis shipping information page for details. Please note that all FedEx shipments must be signed for.


Shipping to Non-US / International Addresses

We ship internationally from the US using USPS and DHL.

Any chassis related items you ordered will be sent from Italy using FedEx International. This is also a fast and reliable service. You are responsible for any duties your country's customs department may decide to charge you. See our chassis shipping information page for details. Please note that all FedEx shipments must be signed for.


Shipping Prices

To determine shipping costs to your area, please go through the process of ordering an item. On the checkout page you will be offered a number of shipping options, depending on the country and the goods you have got in your cart.


Destination Limitations

We have the following restrictions on destinations:

  • We do not deliver to hotels or anywhere the recipient is staying as a guest.
  • Hifi2000 does not deliver to PO boxes.


Duties 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.

US customers concerned about import duties on chassis should read our chassis shipping information page. If charged at all, typically US duties on chassis are 2.6% + a convenience fee, but these are strange times for US international commerce and you never know what might change overnight when it comes to international duties.

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".

 

Invoices

After you make a purchase you will receive an email containing a link to download your PDF invoice. Please save this for your records.

Normally we don't include an invoice with the shipment. Most countries now do not require this and have adopted a new worldwide standard that integrates the value into the shipping label itself.

Some countries are stuck in the old way of doing things, such as Germany. For those countries we do fully comply with their specific requirements and attach a commercial invoice to the outside of the package. They'll usually ignore that anyway, and ask you to present your "real" invoice (that's the PDF mentioned above). 

Sorry, we cannot change the goods value on the invoice. Putting aside the difficulty of doing so without consequence in today's Orwellian environment, it would render your insurance void. 

 


Returns and Exchanges

We know that sometimes you might want to return or exchange something. No problem! Just email us to obtain an RMA (Return Merchandise Authorization) number and we'll tell you how to send your goods back along with that number. We do have the following (somewhat unique) restrictions, so please familiarize yourself with them:

  1. You must obtain your RMA within 30 days from the date you received your goods
  2. Our products are produced (in most cases) by fellow DIYers just like yourself, on kitchen benches across the USA and something the entire planet. We use a 3PL (3rd Party Logistics) facility to store and ship these goods. This means we don't have any way to repackage something you send back. For this reason, we cannot accept anything that has been opened, is not in the original condition it was sent or has had the packaging altered in any way.

Once you contact us to obtain an RMA number, we will email you back a PDF to print and included in the return shipment. This lets our warehouse identify the return.

You will be responsible for paying for your own shipping costs for returning your item. The original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.

You are entirely responsible for the goods during transit back to us. It is your responsibility to ensure you have obtained appropriate insurance and suitably package everything so that it arrives to us in original, undamaged condition.

Please allow 7 days for our warehouse team to verify the condition of your return, upon which positive verification of the condition we'll refund your purchase price less original shipping as a store credit.


Cancellations

All orders are final and drop straight to our 3PL warehouse to be shipped immediately. Once you receive your goods you are welcome to return them. Please see our returns policy above.


Damaged Goods or Missing Parts

We ask that you open any shipment from us within 10 days and inspect them for damage or missing parts. Take a photo if possible of your shipment and contact us. We'll ship you a replacement or refund you the value of the part, as you prefer. If you do not inspect your goods within 10 days we cannot guarantee our ability to replace them (but we'll try).

For all shipments incoming from Italy using FedEx International, we have special requirements and have set up a Report Problem With FedEx page page just to answer your questions about dealing with any problems with FedEx shipments (which are rare). We send an email with a link to this page at the same time we send you your FedEx tracking number, as you need to follow some specific rules in case you receive damaged goods via FedEx.


Defective Goods

We think that a fair amount of time for us to pass between us shipping you stuff and you getting around to testing it in your project is 3 months. Contact us and we'll send you a replacement, or refund the value of the part, as you prefer.

Please note that due to the ebb and flow of inventory availability and the availability of our assembly partners, sometimes that part might not be available after 3 months, in which case we'll have to just refund you the value of the part. You can be sure we will try our best to make things right.

Chassis shipments are excluded from this 3 month rule. Hifi2000 needs to know very quickly if there was a problem, they request you notify us of any chassis defects within 10 days of receipt.


Lost Packages

95% of the time previously thought to be lost packages eventually arrive, were found to be already delivered, or are waiting for you at the local post office. Here's the checks to do:

  1. Please ask your neighbors, family members or anyone else living at the delivery address if they've seen the package
  2. Check any locations the delivery person might have left it accidentally (behind your house, in the bushes or at confusingly similar address)
  3. Ask your local post office if they have it. A missed delivery notice can get blown away or a communication problem can mean you don't get notified it's now sitting there.

If you've done all those checks and the number of days in "Number of days before contacting us" column in the shipping chart matrix above has passed, please contact us and we will guide you through the insurance claim process.


Insurance

All our shipments are sent with insurance. If your package is lost, please see the section "Lost Packages" and we can guide you through the insurance process. This process is normally completed within 14 days of initiation.

Please note: Insurance is considered null and void in any of the following circumstances:

  1. You gave an invalid address (eg: incorrect, lacking critical information or an address physically impossible to deliver to during business hours)
  2. You gave invalid contact information (eg: phone number, email address) or did not respond to attempts at contact by the shipper or your country's customs department
  3. You or someone at your address rejects the delivery of the package (unless the reason is the package appears damaged, in which case advise the driver to note the damage, accept the package, and contact us immediately).

If you did one of the above 3 things, we cannot offer you a refund, exchange or reshipment unless the goods eventually are returned to us. As soon as we get the goods back, we can offer you a refund, exchange or reshipment. Please note that for packages to get returned by discount carriers it can take many months, if they ever make it back to us at all. So please triple check your address and contact details.

 

Force Majeure

Force Majeure is unforeseeable circumstances that prevent us from fulfilling our promise to deliver you your goods. It includes the following scenarios:

  • Acts of God such as natural and unavoidable catastrophes

In these circumstances we will not be held liable for these situations which are beyond our control and will not be liable to reship goods or refund the purchase and any insurance will be considered null and void.

Note on DHL eCommerce International Parcel Direct Delivered Duty Paid

The following text only applies to the DHL Direct Delivered Duty Paid service (not currently offered). The goods will be imported on behalf of the consignee/ebuyer. The consignee authorizes DIYAUDIO LLC to import the goods on his behalf. Further, the consignee/buyer agrees that DIYAUDIO LLC may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.