FAQ

General FAQs


Change, cancel and track your order

My Order

Q: How do I change or cancel my order?

A: Yes! Only if your order has not been dispatched, you can contact our Customer Service (customerservice@hifiman.com) to change or cancel your order.

 

Q: How can I know whether my order is dispatched or not?

A: You will receive an email with the tracking number of your order after your purchase was dispatched.

 

Q: Can I change my shipping address after my order has been placed?

A: Yes! Only if your order has not been dispatched, you can contact our customer service (customerservice@hifiman.com) to change your shipping address.

 

Q: How can I track my order?

A: You will receive an email with the tracking number of your order after your purchase was dispatched. With this number, you can track your order at any time. Or you can contact our Customer Service (customerservice@hifiman.com) for help.

 

Q: What if my order is out of stock?

A:

  • Firstly we’re sorry for that. Some of our products are high-demanding while our stock is limited. So sometimes they go out of stock before we can update the website. If this is the case, we will notify you by email as soon as possible and give you an idea of delivery time or suggest other product you may also like.
  • We will notify you by email once the product is available. 

You are always welcome to cancel your order if you prefer not to wait for stocks coming.


Shipping & Delivery


Q: When will you ship my order out?

A:

  • In-stock merchandise, is usually processed and shipped within 3 business days within the United States or Canada. For other countries, it will take 3-7 days to process and ship the product out.
  • Back-orders: if the merchandise you have selected is currently not in stock we will give you an expected shipping time by a follow-up email.
  • Multiple shipments: the merchandise you order may be filled from several locations and so items may arrive separately. You will not incur additional shipping charges under these circumstances.

 

 
Q: Where do you ship my order from?

A: The package will be shipped from warehouses in China or in the US according to your location and the availability of stock.

 

Q: I’m an international customer. Do I have to pay customs fees?

 A: If you are an international customer, you may have to pay customs duties, import charges, taxes and other international fees related to customs clearance according to your country's import laws. These fees are not included in the item's purchase and shipping price and are out of our control.

If you have any special requirement related to the shipment, kindly notify us by email at customerservice@hifiman.com. We will try our best to assist you. 


Q: How long will my products take to arrive?

A: Your delivery estimate is based on your purchase date, the shipping destination. You could email to our Customer Service (customerservice@hifiman.com) for an estimated delivery time.

 

Q: Do you ship internationally?

A: Yes, we ship orders all over the world. All order communication will occur via Email and telephone.

 

Q: What’s your shipping method?

 A: To US, Canada: USPS, FedEx 

     To any other countries: International Express mail (EMS, UPS, DHL or FedEx) 


Q: How much will I pay for shipping?

A: The shipping cost will be determined online by the weight of your order, the destination country/region and the shipping method. Currently we support international Express Mail for orders all over the world. Customers live in the United States can also choose USUP Package.

 

Q: What if I receive a damaged item?

A: If you received damaged merchandise, please retain the box, packaging and all contents and contact our Customer Service as soon as possible at customerservice@hifiman.com for assistance.

   

Returns & Exchange


Q: If I simply don't like the products, can I return them?

A: Yes. If you are not satisfied with your purchase, please return the product within 30 days for a full refund. Please be sure to wrap the product safely and securely prior to mailing. Please email customerservice@hifiman.com and we'll provide you with further instructions on where returns should be shipped, and the amount you will be refunded. Returns must be made within 30 days of purchase. Please note: shipping fees are not refundable.

Please allow up to 5-7 business days from receipt of your package and processing of your refund.

 

Q: How do I return or exchange an item?

A: To receive your refund from HIFIMAN, contact us atcustomerservice@hifiman.com and we will provide you with further instructions on where returns should be shipped. Please be sure to wrap the product safely and securely prior to mailing. Please allow 3-10 business days for return processing. Return items will be processed promptly. An email will be sent to confirm your return or exchange request has been processed. We are not responsible for return packages that are lost in transit. Return shipping fees are not refundable.

 

Q: Can I return or exchange customized products?

A: Sorry, the return or exchange of customized products is not acceptable unless it is our fault.

 

Q: How long is the warranty period of your products?

A:Generally, we provide one year free replacement warranty for our products.

 

Q: How does the replacement process?

A: If your purchase was bought from Head Direct or our authorized dealer and under warranty, we can replace it for free. Please forward the payment receipt or order confirmation to our customer service (customerservice@hifiman.com) for reference if it was bought from our authorized dealers. Then our customer service will help you finish the replacement.

If your purchase was bought from Head Direct or our authorized dealer and out of warranty, we couldn’t repair it for free. But if you need a replacement, you could ask customer service (customerservice@hifiman.com) for specific details.

 

Managing Your Account


Q: Why do I need to create an account at your website?

A: To create an account on Head Direct will bring you much convenience and save you much time. With a HIFIMAN account, you can

  • Enable you to shop easily without having to enter your details each time
  • Track Your Order
  • View your order history
  • Create your wishlist and save shopping cart
  • Leave Your Message
  • Get our exclusive updates of new arrivals and special offers

 

Q: What if I submitted my registration information but didn't receive any confirmation?

A: Firstly, please double check whether the email address you submitted is right. If there is nothing wrong with your email address, Please check the Bulk or Spam folder of your email box, the mail may get filtered by mistake.

 

Q: What if I forgot my password when I was trying to log in?

A: Click on the “Forget Your Password” option on the login page. You just need to provide your email address and the link of resetting your password will be sent to you.

 

Q: What if I want to change my registration information or my profile?

A: Please go to "My Account"->"My Profile" and change any information you need.

 

Q: Is my personal information secure on your website?

A: Yes! We do not sell, trade, or otherwise transfer your identifiable personal information to or with any outside parties. For more details, please see our Privacy Policy.


Payment method, status & security 


Q. What payment methods do you accept?

A: Currently we only accept Credit Card (only for American customers) and Paypal, but other payment methods are coming soon.

 

Q. How do I know that my payment is successful?

A: The confirmation page should be load automatically when your order is placed successfully. And our customer service will also send you an email when your purchase is dispatched. Or you can Contact Us for help.

 

Q. What if my payment is declined?

A: If your payment is declined, firstly please double check your payment detail and try again. If it not works, please contact your card provider for help.

 

Q: Is my payment secure on your website?

A. Of course it is. Our website applies the most trustworthy e-commerce service and technologies, such as Secure Sockets Layer, to guarantee your payment security on our website.


Need More Help? Contact Us

 

Can’t Find the Answer you are Looking for?

Contact us at customerservice@hifiman.com

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Contact Info.

Email:
customerservice@hifiman.com
Phone:
1-201-HIFIMAN (1-201-443-4626)

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