Customer Service
- Shipping & Delivery
- Most items will be shipped out within 1 business day. If items are special orders, custom based cables and/or modifications then there is a minimum one week delay. Please understand that our business is a small, family owned shop that specializes in customized products. Few custom items are ready to ship and all are made by hand with extreme attention to detail with the highest quality products available at the fairest pricing we can deliver. We are extremely careful, precise and skilled at our work but it does take time. Most custom orders take a week to turn around at minimum. Please be patient with us as we are not Amazon.com but we assure that when we get to your order, it will get the same precision, attention to details and care that everyone receives. We are sure you will also receive a high quality product in return for your wait. Tracking emails are automated through UPS or USPS. Please check your SPAM filter or folder to ensure you are receiving tracking emails and it did not get caught be a filter. For foreign orders, please allow up to 3 weeks for delivery. Shipping times are out of our control and customs seems to be causing delays in processing packages these days. Yes, we ship Worldwide.
- Privacy & Security
- We are committed to protecting your privacy. We will not pass on any individual user details for third party use unless we have your prior consent. Moon Audio operates in conjunction with Authorize.net Merchant Services. When you place an order with Moon Audio a secure server software (128bit SSL) encrypts all your credit card details before they are sent to us. We then follow strict security procedures in the storage and disclosure of information which you have given us.
- Returns & Replacements
- We offer a 30 day money back guarantee on Moon Audio cables. We offer 14 day return policy on all other items, except for the following: IEM headphones, custom orders, preorders, special orders, items on sale or discounted via a coupon code and used/demo items. Custom orders are such that they are unique in nature or one offs. This being odd lengths or terminations. We also do not offer returns on Headphone modifications unless they are non invasive. This being the inability to return the headphone to its original state. IEMs, because they are inserted into your ear canal, can not be returned for health reasons. There will be a 5% restocking fee on all returns or a store credit, or a minimum of $25. Moon Audio cables are exempt and can be returned within 14 days with no restocking fees unless they are custom cables If you have questions, please check with us first. We do not offer 14 day returns on headphone mods when the customer supplies their personal set of phones. We do warranty all of our work regardless if it is our phone or yours. We only warranty the product being modified if bought through us except for Grado Headphones as we have a special deal with Grado. There will be a 10% restocking fee on Ebay and Audiogon Sales to cover lost fees for the transaction. Shipping fees are never refunded.
- Payment, Pricing & Promotions We will accept US Credit Cards shipped to a confirmed US address, Personal Checks, Cashiers Checks or Money Orders. Make all Payments out to Moon Audio and when the money clears your Items will ship. For Foreign Purchases, we will accept Paypal Checkout, Wire Transfers or US Dollar Cashiers checks and there is a 4 day clear time on Foreign Paypal accounts. You are paying Direct Prices for all of our Lines. We ship using UPS for inside the US, outside the US we use USPS. If you only have a PO Box we will ship USPS. There is a $1 charge for the padded envelope or box used to ship the cables. All UPS shipments will include full insured amount. All Foreign USPS Shipments come with optional insurance rates. We will not be responsible for uninsured lost or damaged items. When using Paypal we ship to the address on the Paypal invoice. If this is not your current address, I would suggest changing it.