Shipped from Singapore; delivery options and costs shown at checkout Free FedEx Priority over USD 250 Handmade in Singapore since 2008

Shipping & Return

Shipping

International shipping

We ship worldwide from Singapore, and shipping is free with EPAC wherever it is available. Checkout shows the services available for your address.

  • EPAC, our tracked economy service: free wherever it is available, delivered in 7–20 business days.
  • FedEx International Priority, which FedEx estimates at 1–3 working days: free on orders of USD 250 or more, fully insured. Below that, FedEx's live rate is shown at checkout.

Why EPAC tracking can start in Hong Kong or China: For free EPAC shipping, our logistics partner carries each week's EPAC parcels from Singapore to Hong Kong or mainland China in one consolidated shipment, and they are posted to you from there. That's why the tracking number may end in HK or CN and the first scans appear there, often several days after our shipping email. FedEx orders ship directly from our Singapore studio.

We would rather post every order straight from Singapore. The 2025 trade war and the end of the duty-free allowance for low-value parcels (de minimis) upended small-packet post to the EU and the US; SingPost has since resumed the service, but at about twice its former cost. Routing EPAC parcels through Hong Kong or mainland China is a temporary measure that keeps a free, tracked option open for you while we arrange a new direct service with SingPost. Rest assured: every Null Audio cable is still 100% handmade in Singapore, and your parcel only passes through Hong Kong or China on its way to you.

Delivery times are estimates; customs clearance, weather, flight capacity or an unavailable recipient can add time.

Every order is shipped with a tracking number, sent to you by email when the parcel leaves us. If your tracking stops moving for several working days, or says delivered when you haven't received anything, email support@null-audio.com with your order number and we'll take it up with the carrier. You can also follow your parcel on our Track Your Order page.

Lost parcels: as soon as we open a loss claim with FedEx, we ship you a replacement; we don't wait for FedEx to finish its investigation. If you'd rather have a full refund, just tell us.

EPAC parcels aren't insured. Tracking often pauses for a few days while the parcel is handed over to your country's post office; if it hasn't arrived within 20 business days of shipping, email us with your order number and we'll look into it.

Refused or undeliverable parcels: if a parcel comes back to us because it was refused, unclaimed or the address was wrong, the shipping costs are yours. We deduct them from the refund, or ask you to pay shipping again if you'd like it re-sent.

Singapore

  • In-store pickup at our studio, 76 Playfair Road
  • SingPost to letter box: free (up to 2 kg)
  • Lalamove courier: SGD 8.95, free on orders of SGD 250 or more

Lead time

Most of our cables and all custom IEMs are built to order, so they ship once they are made. Delivery time comes on top.

  • Cables: about 1 week, often sooner. The current lead time is shown on each product page.
  • Ready-stock items such as universal IEMs and accessories: 2–3 working days. Paid before 4pm Singapore time, they usually ship the same day.
  • Custom IEMs: 6–8 weeks after we receive your ear impressions or scan. Reshells: 6–8 weeks.

Need custom IEMs or a reshell sooner? Our rush service makes them in about 3 weeks for SGD 200 in Singapore or USD 150 overseas, on top of the IEM price. The 3 weeks start when your impressions arrive or when you ask for the rush, whichever is later. It is non-refundable and not available during Chinese New Year, and reshells that add drivers or change the tuning can't be rushed. Email sales@null-audio.com before paying so we can confirm a slot.

Duties and taxes

Import duties and taxes are charged by the destination country and are paid by the recipient. We are not liable for them, but we are happy to provide invoices and a purchase confirmation. Parcels we send are declared at their actual value, as shown on our invoice.

With EPAC, your local post office collects any duties and taxes on delivery.

United States, FedEx: orders ship by FedEx International Priority with duties unpaid. FedEx pays US Customs for you, then collects the duty plus its advancement fee (currently USD 17.50 minimum, or 2.5% of the duty and tax) on delivery or by a bill. You can pay online with your tracking number; no FedEx account is needed.

South Korea needs your Personal Customs Clearance Code (PCCC) and Brazil your CPF. Add it in the order note at checkout or email it to us with your order number.

When you send us repairs, ear impressions or IEMs for reshell from overseas, declare them under USD 200 and describe what they are, for example "Return for repair". If a high value is declared, Singapore customs may charge GST; we usually prepay it and then ask you to settle it. Contact us if you're unsure.

Returns

Which cables can be returned

Every cable you build from the options on a product page, with any connector, plug and braid and in any length of 1.2 m or longer, can be returned or exchanged within 14 days of confirmed delivery (based on tracking). The same goes for other eligible standard products. To be eligible, the item must be unused, in the condition you received it, in its original packaging, and come with proof of purchase.

Approved change-of-mind returns carry a restocking fee of 30% of the item price; exchanges have no restocking fee. Shipping fees, including the return shipping, are not refundable. If Singapore charges GST or duty on the returned parcel, that is deducted from the refund too.

Not returnable or exchangeable for a change of mind

  • Cables with an inline microphone (fitting the mic means cutting the cable)
  • Cables shorter than 1.2 m (120 cm)
  • Interconnect cables
  • Custom in-ear monitors
  • Services on your own item: re-termination, repair and reshell
  • Sale and final-sale (sample sale) items, and gift cards

Once production of one of these has started, it can't be cancelled or refunded for change of mind, even if it hasn't shipped yet. Quality problems are always covered: if anything arrives defective or damaged, email support@null-audio.com and we will assess it under our 1-year warranty.

How to return an item

  1. Email support@null-audio.com with your order number and the item(s) you want to return. Please don't send anything back before we reply.
  2. Once the return is approved: outside Singapore, we'll send you a FedEx return label and tell you the shipping cost; contact your local FedEx to arrange a pickup. In Singapore, drop the item off at our studio, or post it by SingPost (registered mail recommended).
  3. When the item arrives, we inspect it and email you to approve or decline the refund. Items that aren't in their original condition, are damaged or have missing parts for reasons not due to our error may only receive a partial refund.
  4. Approved refunds, less the restocking fee and return shipping, are processed within 3–5 business days to your original payment method. Card refunds can take a further 3–5 business days to appear; PayPal refunds are usually immediate.

Exchanges

Want a different cable instead? Within the 14 days you can exchange an unused, returnable cable for another one with no restocking fee; you pay any price difference and the shipping. Email support@null-audio.com first with your order number and the cable you'd like.

If a connector doesn't fit your IEM, email us within 14 days of delivery with your IEM model and a photo of its socket, and we'll help you find the right one. If the cable can't be made to fit, you can return it unused; you pay the return shipping.

Headphone fit guarantee: cables bought from a headphone model page (see Headphone Cables) come with the plug for the headphones listed on that page. If the cable doesn't fit the headphones you chose from that list, email us within 30 days of delivery with your order number and a photo of the headphone's socket, and we'll make you a new cable free, shipping both ways included.

Defective or damaged items are replaced or repaired under our warranty.

Gifts

If the item was marked as a gift and shipped directly to you, you'll receive a gift card for the value of the return. Otherwise, the refund goes to the person who placed the order.

Late or missing refunds

If a refund hasn't arrived, check your bank account again, then contact your card company and your bank, since refunds can take some time to post. If you still haven't received it, email support@null-audio.com.

More answers on shipping, duties and returns are in our Support Centre.