What shipping methods are available?
We offer standard and expedited shipping options. The available methods may vary depending on your location. Please check with our customer services for special arrangement
Do you ship internationally?
Yes, we offer international shipping to most countries. Please check the shipping availability in your country.
How long will it take for my order to arrive?
Delivery times vary depending on the shipping method chosen and your location. Please refer to our shipping information page for more details.
Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number via email.
Are there any additional costs I should be aware of when ordering (e.g., import taxes)?
Import duties and taxes are not included in the item price or shipping cost. These charges are your responsibility and will be collected from you by the carrier upon delivery.
Can I change my delivery address after placing an order?
If your order hasn't shipped yet, please contact our customer service to change the delivery address. If your order has been shipped, we cannot change the delivery address.
What happens if my order is lost in transit?
Please contact our customer service. We will investigate the issue with the carrier and work to resolve it as quickly as possible.
Can I schedule a delivery time?
We are unable to schedule deliveries as this is dependent on the carrier's schedule.
Do you offer expedited shipping options?
Yes, we do offer expedited shipping for an additional fee. This option can be selected at checkout.
Can I pick up my order from a physical store or warehouse?
Currently, we only offer shipping and do not have an option for in-store pickups. Alternatively you may visit our authorize dealers store nearest to you.
Why is my shipment delayed?
Delays can occur due to factors like carrier delays, customs clearance, or high order volume during holidays. You can track your package using the tracking number provided in your shipping confirmation email.
What do I do if I received a damaged item?
Please contact our customer service as soon as possible and provide details of the damage. We will assist you with a return, refund, or replacement.
What should I do if I have not received my order confirmation email?
Please check your spam or junk folder. If you still haven't received it, contact our customer service.
Can I combine shipments or split my order into multiple shipments?
Currently, we do not offer the option to combine shipments or split orders into multiple shipments.
What payment methods do you accept?
We accept Visa, MasterCard, American Express and PayPal.
Is it safe to use my credit/debit card on your site?
Yes, our site uses secure SSL encryption to ensure the safety of your personal information.
How do I use a discount code?
You can enter your discount code at checkout. The discount will be applied to your total order.
Can I change or cancel my order after I've placed it?
Please contact our customer service as soon as possible if you need to change or cancel your order. Once the order has been processed or shipped, we cannot make any changes or cancel it.
Why was my payment declined?
This could be due to insufficient funds, incorrect card details, or your bank's security measures. Please contact your bank for assistance.
Do you offer financing or payment plans?
Currently, we do not offer financing or payment plans.
Do I need to create an account to make a purchase?
No, you can make a purchase as a guest. However, creating an account can make the checkout process faster for future purchases and allows you to track your orders.
When will my credit card be charged?
Your card will be charged as soon as your order is confirmed.
Can I place an order over the phone?
For security reasons, we do not accept orders over the phone. All orders should be placed through our secure online checkout.
Can I get a receipt for my purchase?
Yes, a receipt will be sent to you via email after your purchase. You can also access your receipt by logging into your account.
Can I reserve an item to buy later?
We are unable to reserve items. Products are available on a first-come, first-served basis.
Do prices include VAT/Tax?
Taxes are calculated at checkout based on your location.
What should I do if I see a pricing or product description error on your site?
Please contact our customer service to report the error.
Can I purchase a gift card?
Yes, gift cards are available for purchase and can be found on our website.
Why am I being charged with an international transaction fee?
Some banks and credit card companies charge a fee for international transactions. These fees are not controlled by us and are the responsibility of the customer.
What does the warranty cover?
Our warranty covers manufacturing defects. It does not cover damage caused by misuse, accidents, water damage or normal wear and tear.
How long does the warranty last?
The warranty lasts for Twelves (12) months from the date of purchase.
How do I claim a warranty?
Please contact our customer service with your order number and details of the issue.
Does the warranty cover damages caused by misuse?
No, the warranty does not cover damages caused by misuse, accidents, water damage or normal wear and tear.
Does the warranty apply to refurbished or second-hand items?
The warranty only applies to new items purchased directly from soundstream.asia or authorized retailers.
Is the warranty transferable if I sell or gift the product?
The warranty is not transferable and applies only to the original purchaser.
What proof do I need for a warranty claim?
You will need a copy of your purchase receipt or order confirmation as proof of purchase/warranty registration date with serial no.
What will be the turnaround time for warranty claims?
Once we receive your item, we aim to process warranty claims within 7-10 business days.
Can I extend my warranty?
Currently, we do not offer extended warranties.
Who bears the shipping cost for warranty claims?
The customer is responsible for shipping the item to us. We will cover the cost of returning the repaired or replaced item to the customer.
What happens if the product cannot be repaired under warranty?
If the product cannot be repaired, we will replace it with the same or a comparable model.
Do I need to register my product for warranty?
Yes, you will need to register the product via soundstream.asia website with submission of your proof of purchase for warranty claims.
Does the warranty cover software issues?
Yes, our warranty covers software issues that are not caused by misuse or unauthorized modifications.
Can I purchase additional warranty coverage?
Currently, we do not offer additional warranty coverage.
Are there any circumstances that may void my warranty?
The warranty may be voided by misuse, unauthorized modifications, or if the product is not used in accordance with the user manual.
What is your return policy?
We accept returns within 14 days of receipt. The item must be in new condition and in its original packaging.
How do I return a product?
Please contact our customer service to initiate a return.
Who pays for return shipping?
The customer is responsible for return shipping costs unless the item arrived is damaged or defective.
What conditions must the product meet to be eligible for a return?
The product must be in new condition, unused, and in its original packaging.
When will I receive my refund?
Once we receive and inspect the returned item, we will process the refund within 714 business days. The refund will be credited to your original payment method.
Can I exchange a product instead of returning it?
Yes, we offer exchanges for items of equal value within the return period.
What should I do if I received the wrong product?
Please contact our customer service as soon as possible. We will arrange for a return and send you the correct item.
Do I need the original packaging to return a product?
Yes, items must be returned in their original packaging.
What happens if my returned item is damaged during transit?
We recommend using a tracked and insured shipping service as we cannot process refunds for items that arrive damaged.
How do I cancel an order?
Please contact our customer service as soon as possible to cancel an order. Once an order has been processed or shipped, it cannot be cancelled.
What is your policy for defective items?
Defective items may be returned for a full refund or exchange within the return period.
Can I return a product purchased from a thirdparty seller?
We only accept returns for items purchased directly from our website. Please contact the thirdparty seller for their return policy.
Are there any items that cannot be returned?
For hygiene reasons, certain items like earbuds cannot be returned if the packaging has been opened.
Do you offer a satisfaction guarantee?
We strive to provide highquality products and customer service. If you are not satisfied with your purchase for any reason, please contact our customer service so we can assist you.