Shipping & Return

Shipping

International shipping

We ship worldwide from Singapore, and shipping is free on every order. Checkout shows the services available for your address.

• EPAC, our tracked economy service: free on every order, 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.

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: about 4 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 2 weeks for SGD 200 in Singapore or USD 150 overseas, on top of the IEM price. The 2 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

Change-of-mind returns

Eligible standard products may be returned within 14 days of confirmed delivery (based on tracking). 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. 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 eligible for change-of-mind returns

• Custom in-ear monitors
• Cables or interconnects made to a custom spec, length or connector
• Sale and final-sale (sample sale) items
• Gift cards

Once production of a custom item has started, it can't be cancelled or refunded for change of mind, even if it hasn't shipped yet. This doesn't apply to quality problems: if anything arrives defective or damaged, email support@null-audio.com and we will assess it under our 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 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.

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.