HOW TO RETURN AN ITEM
If your order didn't turn out as expected, we're dedicated to making it right.
Check out our return policy below to get it started.
Contact us via our returns form found here
Once we recieve your request, we will generate a Return Merchandise Authorization Number (RMA#)
From there, you'll need to ship your items back with the RMA# on the shipping label
When we recieve the package, we will process the return and provide your refund minus shipping and estocking fees if applicable.
We accept returns on most regularly priced items within 30 days of purchase. Restocking fees may apply.
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. 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.
Returns and 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 (on the original order) if you opt for store credit instead of a refund. (*one time per original order only)
We DO NOT ACCEPT RETURNS on the following items:
- IEMs and Earphones**
- Ear pads and Ear Tips
- Open Box Items
- B Stock Items
- Showroom Demonstration Items
- Sale or Discounted Items
- Headphone Hacks or Modifications
- Bulk Cable sold by the foot, Solder, Flux, Heatshrink, Used DIY Connectors
- Special Orders and Odd Length Custom Cables (odd lengths that cannot be purchased online - all 5, 10, 15 and 20 foot lengths are considered standard and can be returned or exchanged within 30 days)
- Other Custom Orders
**IEMs (in-ear monitors), earphones, and replacement ear tips cannot be returned due to health regulations as they are inserted into your ear canal.
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.
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. If items are not returned in like-new condition and missing the original box or any accessories, we may impose up to a 20% restocking fee on these items.
You are responsible for shipping charges on return shipments.
Store credits last for one year. They expire 365 days from issue date.
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.
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.
Privacy and 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 Bolt Financial, Inc. 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.
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.
Financing is available through our partner, Bread®. Choose from short-term (3-month) no-interest loans or longer terms with competitive interest rates. For more information, visit our Financing page.
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.