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 require a minimum of one week to process.
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
HEADPHONES, AMPS, DACS, AUDIO GEAR, HOME THEATER GEAR: UPDATED 8/14/18
RETURNS THAT ARE NOT ACCEPTED:
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 and are always deducted from the refunded sum, including the actual cost of free shipping offered on the original sale.
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.
We accept US Credit Cards on orders shipped to confirmed US addresses, PayPal, Personal Checks, Cashier's Check, or Money Orders. All payments should be made out to Moon Audio. Items will ship after the payment clears.
For foreign (non-USA) purchases, we accept PayPal Checkout, Wire Transfers, or Cashier's Checks in US Dollars. Foreign Paypal accounts may take 4 days to clear payments if you do not have a confirmed and verified account. Orders from Verified PayPal accounts typically clear and are ready to ship the same day of purchase. Follow the instructions on PayPal's website to get Verified with PayPal.
Import Duties are the responsibility of the customer.
Fair Pricing Policy
At Moon Audio, we create the best products at the fairest pricing we can deliver. We offer direct prices on all of our products, therefore we do not discount. This promotes a fair and affordable market for everyone.