Frequently Asked Questions
Orders & Shipping
What payment methods do you accept?
We accept PayPal, credit cards, personal checks, cashier's checks, money orders, and wire transfers in US Dollars.
Import Duties are the responsibility of the customer.
Orders will not be shipped until the payment clears. For more information, see our Store Policies.
When will my order ship?
Most items will be shipped out within 1 business day. If items are special orders, custom audio cables and/or headphone modifications then may be up to 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. Thank you for your patience.
For additional information on shipping, see our Shipping Information.
What are my shipping options?
We offer free 2-day shipping within the contiguous United States for orders over $499. Additional shipping information for domestic and international orders is available on our shipping page.
What if I live in North Carolina?
If you live near Cary, North Carolina and would like to pick up your purchase in person, contact us after placing your order to let us know. You may call during business hours or use our Contact Us Form.
How do I return or exchange an item?
We offer a 30-day return policy on regularly priced items with a 10% restocking fee. The restocking fee may be waived if you opt for store credit instead of a refund.
We do not accept returns on custom items. See our Store Policies for more information and exclusions.
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.
What if my product is damaged or defective?
We want to make sure you're happy with your order. If you have a problem with an item you purchased, use the Contact Us Form to let us know. Please include your order number and explain the problem with the product.
What are your Return Fees?
Our standard restocking fee is 10% of the purchase value. This fee may be waived if you opt for store credit instead of a refund.
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.
Custom Cables & Modifications
What custom audio cables do you make?
Moon Audio hand crafts custom audio cables for most applications. Moon Audio creates, designs, manufactures and customizes headphone cables, analog interconnects, digital interconnects, mini cables, power cables, speaker cables and more.
What headphone modifications can you perform?
Moon Audio can do headphone modifications on most headphones. Moon Audio mostly performs 3 different types of custom headphone modifications: Hardwired, Split Mod and Detachable Split Mod. The first installation type is the Hardwired Split Mod. When Moon Audio performs a Hardwired Split Mod on a headphone, our engineer removes the stock cable and hardwires or solders the upgrade cable to the drivers. If the headphones currently use a single cable entry, then we create a connection option where there was none previously. I know, its pretty cool…you might call our engineers “artists” as its all done by hand, every day here at Moon Audio.
Detachable Split Mod is similar to the Hardwired Split Mod but instead of wiring straight to the driver, Moon Audio installs a connection system on each of the headphone cups. This provides the ability to switch out cables and this is what Moon Audio does best as Custom Audio Cables are our specialty and claim to fame. You will also notice on some headphones there is not an Installation Type option. This is because the stock headphones already offer a Split Detachable connection option.
Will my headphones keep their original Manufacturer's Warranty if you modify them?
Yes, in most cases and with most manufacturer's, the original manufacturer's warranty remains fully intact with any repair, modification and upgrade cables Moon Audio adds, removes, or changes. Moon Audio is an authorized repair shop for many manufacturers as well. All work performed on Beyerdynamic, Fostex, Grado, Sennheiser, Ultrasone headphones performed by Moon Audio is done via Moon Audio and keeps their full warranty intact. Please check with your manufacturer directly if you have specific questions.
What type of modifications can be done to my headphones?
We offer connections to most major brands and manufacturers. A comprehensive list of available connections can be found in our Cable Connection Guide.
What brands of Headphones do you modify?
Moon Audio has performed modifications on AKG, Audeze, Audio-Technica, Beyerdynamic, Denon, Fostex, Grado, HiFiMan, Sennheiser, Sony, Shure, Ultrasone, and V-Moda. For a specific type of headphone not mentioned here, please email Moon Audio directly at [email protected] for an accurate assessment. You may also check our blog for additional information.
How do I properly install and wear Dragon headphone cables?
Each Dragon cable specifies the right and left channels directly on the cable.
You will see an "L" or "R" in a circle on the heat shrink tubing with the Dragon logo that indicates Left ("L") or Right ("R").
When wearing the headphone cables with heat shrink against your chest, the Dragon head should be looking up at you as indicated in the picture below.