Frequently Asked Questions

This page contains a list of frequently asked questions, related to general enquires, order enquiries, shipping, and warranty. If the below FAQs don't answer your question, contact us here

General Enquires

Q1: I wrote to you, but there is no reply. 

A: We usually reply very fast, within 2 working days. If you don’t get a reply,

a). please check your junk mail box.

b). if no reply in junk mail, perhaps it means your question could be answered by this list of FAQs immediately.

c). you are asking for the product lead-time, which is indicated on the product page.

d). you are asking for cable/CIEM building status, which we are unable to answer if the projected lead-time has not been reached. 

If your questions don't fall under the FAQs, kindly write in again. Sometimes we may reply slower during peak seasons, such as Black Friday, Christmas, New Year, etc.

Q2: I mailed my impression/warranty claim product to you, can you notify me once it gets delivered?

A: Due to our extremely busy schedule, we apologize that we could not actively reach out to you for package delivery confirmation. Thus it is very important for you to send in the package via a shipping method with tracking number. You could track your package, and once it is delivered, you could write to us for confirmation. We are happy to provide confirmation upon receiving your request. 

 

Order Enquires

Q3: I have placed the order a few days ago, why you have not shipped it out yet?

A: Quite a lot of our products (for example our cables and CIEMs) are build-to-order items, that means we don’t have ready stock for the item, and will only start building it once we have received your order. Sometimes the lead-time (from the order receiving date, to order shipment date) could be long, such as a few weeks when the ordering volume is high. For ready-stock items, such as IEMs (exclude CIEMs made into universal shapes), accessories, etc., we generally ship your order out in 2-3 working days. 

Q4: What is the lead-time for a particular item?

A: The lead-time is stated on the product page, with a dedicated tab.  

Q5: Why the lead-time changes when I check your webpage at different dates?

A: We update the lead-time, especially for our cables, on a weekly basis. It will be changed according to the current accumulated order volume. 

Q6. Can I cancel an order?

A: Non-CIEM order can be cancelled without restocking fee if the product has not been shipped at the time of cancellation request.

Once the product is shipped, the order can only be cancelled when the customer receives the product, and subsequently sends it back to us in original packaging immediately (shipping fee covered by the customer). Once we receive the returned product, we will cancel the order with a 20% restock fee of the MSRP. 

CIEM orders cannot be cancelled after one week of order placement. If the customer wishes to cancel the order within one week, there will be a SGD$60 charge for the ear impression service (if the ear impression is done with us). Overseas customers, if the ear impression has been received by us and wish to cancel the order, a basic ear impression return shipping fee will be charged. On top of the ear impression cost (if applicable), there will be an additional 20% cancellation charge (based on earphone MSRP)

 

Shipping

For the complete shipping policy, please refer to here

Q7: What shipping methods do you provide?

A: We generally use Singpost (for registered mail) and FedEx. Occasionally we use speedpost, DHL or EMS for areas where FedEx doesn’t serve. 

Q8: How much do you charge for shipping?

A: The shipping charge will appear during check-out, once you have keyed in your delivery address.

Q9: How long does the shipping take?

A: Once the package is shipped, the shipping time depends on the shipping method you have selected. For detailed information, please refer to our shipping policy here.

Q10: Will I get a tracking number?

A: Yes, a tracking number will be sent to you via email once the package is shipped. 

Q11: Why can’t I track the package?

A: For registered mail, it usually takes Singpost 2 working days to update the tracking status. For FedEx, the tracking status is immediately shown once you receive the tracking number. 

Q12: Why Singpost tracking page shows “dispatched to overseas” and no further updates for my registered mail?

A: Once the package has left Singapore, it is handed over to your country’s national post. You can check on their websites for status updated. For certain countries, if Singpost has a collaboration for sharing the status, Singpost website may also show the status. 

Q13: I have checked with my own country’s national post, still there is no status update, or can’t even track the package. 

A: For certain countries, the tracking status is not shown online, for example U.S. and Canada. This is due to their national security reason. Check here for more detailed explanation. 

Q14: I haven’t received my package yet, after Null Audio has shipped it out for quite a while. What should I do?

A: Shipping time may vary according to different countries, as well as timing. For example year-end may have a prolonged shipping time due to holiday season. Contact us if you haven’t received it after 18 working days from the posting date. 

Q15. Do I need to pay the custom and tax?

A: Please do note that, custom and tax are charged by the respective country of the recipient, thus we are NOT liable for any such charge. We are happy to provide assistance for purchase confirmation, purchase invoice request, as well as value declaration.

 

Warranty

For the complete warranty policy, please refer to here

Q16: I need a warranty service, what should I do?

A: Contact us at support@null-audio.com. In the email please state the following: 

  1. your name (used when placing the order)
  2. your email address (used when placing the order)
  3. your order number, starting with NAS7XXXX, or NAS75-XXXX, usually stated in the subject line when you received the order invoice email during order placement. 
  4. the product issue you have encountered, as specific as possible. Attaching a few photos describing the issue will be excellent. 

Using a different name, email address, or without quoting your order number may greatly prolong our responding time. Make sure you have provided ALL the above mentioned details. 

Q17: What is the warranty period for the product?

A: It varies according to your product. Refer to the specific product page for details.

Q18: What is covered under warranty?

A: Refer to here for the general warranty coverage. Contact us and we will assess the condition case-by-case. 

Q19: I have an out-of-warranty item, can I still send in for repair?

A: Contact us for detailed discussion and repair cost quotation.

Q20: Do you repair cables from other brands?

A: No.