Customer Service - Return & Store Policies

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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 normally 2-3 day 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 precise, have great attention to detail and we provide high quality products. Tracking emails are automated through Fedex 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 1-2 weeks for delivery.  Shipping times are out of our control and customs can cause delays in processing packages. Yes, we ship Worldwide Daily.

We ship via Fedex for all U.S. & International orders with the exception of Russia (& previous Russian Territories). If you have a United States PO Box, we will ship your package USPS.  All shipments are fully insured and most require a signature if they are over $500 in value. When checking out via Paypal, we will only ship to the address on the Paypal invoice and it is your responsibility to make sure this address is up to date and current.


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 Braintree Merchant Services. When you place an order with Moon Audio a secure server software (128bit SSL) encrypts your credit card details before they are sent to us. We then follow strict security procedures according to PCI compliance in the storage and disclosure of information which you have given us.


Returns & Replacements


We offer a 30 day trial audition & return period on all standard Moon Audio cables except for the following: customized odd length cable orders, preorders and/or special orders. Custom orders are unique in nature, odd lengths or "non-standard" terminations of cables that cannot be ordered on the website. There will be a 10% restocking fee on all returns. You may opt for a store credit in order to avoid the 10% restocking fee. If you have questions, please email Sales(at) first to confirm whether your item is returnable.

Headphones, Amps, DACs, Audio Gear, Home Theater Gear: Updated 8/14/18

We offer 30 day return policy on full price or regularly priced items. There will be a 10% restocking fee on ALL returns unless you opt for a store credit.
You may opt for a store credit in order to avoid the 10% restocking fee.

Returns that are NOT accepted:

We do NOT accept returns on the following items: IEMs (in ear monitors), open box headphones, earphones, ear pads, ear tips, custom orders, preorders, special orders, sale or discounted items, specially priced items and used or showroom demonstration items. Custom orders & special orders are defined as: being unique in nature or specifically ordered for you and are not in stock or sold online traditionally. We do not offer returns on headphone hacks or modifications.
**IEM headphones (in-ear-monitors), earphones, and universal earphones cannot be returned due to sanitary or health reasons because they are inserted into your ear canal.

There will be a 10% restocking fee on ALL returns unless you opt for a store credit. If you have questions, please check with us first as to whether your item is returnable. We do not offer returns on headphone hacks or mods with customer supplied personal headphones ever. We do warranty all of our modification work regardless if it is our phone or yours. We only warranty the product being modified if purchased through us originally with the exception of Grado headphones as we have a special warranty clause with Grado.

Original Shipping Fees

Original shipping fees are never refunded on returns or returned items and they are always deducted from the refund inclusive of us offering free shipping on the original sale. 


Payment, Pricing & Promotions

We will accept US Credit Cards shipped to confirmed US addresses, Personal Checks, Cashier's Checks or Money Orders. Make all Payments out to Moon Audio and when the money clears your Items will ship.

For Foreign (non USA) purchases, we accept Paypal Checkout, Wire Transfers or US Dollar Cashier's checks.  There can be a 4 day clear time on Foreign Paypal accounts if you do not have a confirmed and verified account, most Paypal accounts are clear and ready to ship the same day of purchase.  In order to get a confirmed Paypal account, simply follow these instructions on Paypal's website.  Import Duties are the responsibility of the customer.

Get Verified with Paypal Today

Whether you're buying or selling, you want instant, unlimited access to your funds. Get Verified and eliminate send limits and improve your PayPal reputation, too.

Once you're Paypal Verified, you can:

  1. Send and receive money as much and as often as you like all over the world.
  2. Boost your credibility with sellers worldwide.
  3. Send payments instantly from your bank account.

Getting Verified Means More Security for You.

When you're sending and receiving money, "Verified" status is your stamp of approval. It lets other members know you're a confirmed PayPal member with a current, active bank account.

How Do I Become Paypal Verified?

  1. Just Add and Confirm a Bank Account within your Paypal account. Paypal will send your bank account two small deposits. Enter these deposits on the PayPal website. Answer a quick confirmation phone call from our third-party authentication service to validate your information, and you're all set to be confirmed.
  2. Get Verified using your credit card
  3. Provide Paypal with your info. We’ll make two small charges to your card. Return to PayPal and enter those charges along with the adjacent code as they appear on your credit card statement. We’ll reimburse you for the charges and you’ll be Verified.
  4. It's fast, easy, and we can guide you through each step.


Moon Audio's Fair Pricing Policy 

You are paying Direct Prices for all of Moon Audio's products and lines; therefore, we do not discount. We create the best products at the fairest pricing we can deliver, this keeps it fair to everyone and affordable too.