Store Policies

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.

For more detailed information, see our Privacy Policy.

Returns & Replacements

We offer a 30-day return policy on regularly priced items with a 10% restocking fee ($25 minimum fee). The restocking fee may be waived if you opt for store credit instead of a refund.

If you want to return or exchange an item, use the Contact Us Form to start the process. Please include your order number and the reason you are requesting a return.

Eligible Items

Products must be in like-new condition and repackaged in the original box with all accessories, manuals, and packaging materials. Incomplete or improperly packaged products will not be accepted and may incur additional fees.

You are responsible for shipping charges on return shipments.

We do NOT accept returns on the following items:

    • Custom Cables
    • IEMs and Earphones*
    • Ear pads and Ear Tips
    • Open Box Items
    • Showroom Demonstration Items
    • Sale or Discounted Items
    • Headphone Hacks or Modifications
    • Bulk Cable sold by the foot
    • Special Orders
    • Other Custom Orders

Custom and special orders are defined as: being unique in nature or specifically ordered for you outside of our standard stock sold online. This includes odd-length cables, non-standard terminations, and anything that cannot be ordered directly on the website.

*IEM headphones (in-ear-monitors), earphones, universal earphones, and replacement ear tips cannot be returned due to sanitary or health regulations because they are inserted into your ear canal.

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

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.