Shipping policy

Shipping Rates

Regions eligible for free standard shipping: the 48 contiguous United States and Canada.

For other countries, shipping costs, if applicable, will be calculated based on the products ordered, quantity, and shipping address, and will be confirmed with you before payment.

Order Processing

In-stock orders are generally processed within 1 business day. Orders placed on weekends or public holidays will be processed on the next business day.

For products shipped from our China warehouse, processing may take 5–10 business days, particularly for large systems, pre-orders, or orders requiring international freight arrangements.

Estimated Delivery Times

Estimated Delivery Time = Order Processing Time + Package Transit Time

The vast majority of standard express packages are delivered within 2 to 7 business days after shipment. Delivery times are estimates after shipment and are not guaranteed. Actual delivery may vary depending on the complete delivery address, carrier service, weather, peak-season volume, customs clearance, and local delivery conditions. Please refer to the table below.

Transit times vary by destination and shipping method. Estimated delivery times will be confirmed before payment for international orders.

Shipping Warehouses

To provide faster delivery whenever possible, EXOTON Audio orders may ship from different warehouses based on product availability and the delivery address:

l  United States Orders: California (CA) warehouse or New Jersey (NJ) warehouse

l  Canada Orders: Ontario (ON) warehouse

l  International Orders: China warehouse or other available fulfillment locations

Shipping Method

l  U.S. mainland (48 states): FedEx Ground

l  Canada: Purolator, Ocean freight or other available shipping methods, depending on the destination, product, and order size.

l  International Orders: Ocean freight or other available shipping methods, depending on the destination, product, and order size.

Shipping Coverage

We offer international shipping to many countries and regions. At this time, purchases through our website are available only to customers in the United States and Canada. Customers in other countries or regions may place an order by contacting us at sales@exotonaudio.com. Before payment is made, we will confirm the applicable shipping cost, if any, for all international orders.

Shipments to certain destinations, including Ireland and Norway, may be subject to additional customs clearance procedures and related fees. Customers may be responsible for any additional duties, taxes, customs clearance fees, or other charges imposed by local authorities.

Note: U.S. shipping is currently limited to the 48 contiguous states. We do not ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO/DPO addresses, or U.S. military bases.

Shipping & Order FAQs

WHEN WILL MY ORDER BE SHIPPED?

Most orders are processed and shipped within 1 business day after your order is placed.

Orders placed on weekends or holidays will begin processing on the next business day. Once your order has shipped, you will receive a shipping confirmation email with tracking information.

Please note that it may take 1–2 business days after shipment for tracking information to appear in the carrier’s system.

HOW LONG DOES SHIPPING TAKE?

For orders shipped within the contiguous United States, the estimated transit time is typically 2–7 business days after shipment.

International delivery times vary depending on the destination, product, fulfillment location, and shipping method.

Delivery times are estimates and may be affected by weather, holidays, carrier delays, customs clearance, or other circumstances beyond our control.

HAS MY ORDER BEEN SHIPPED?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

If you haven't received the email, please check your Spam or Junk folder first. You can also contact us at support@exotonaudio.com with your order number, and we'll help you check the latest shipping status.

WILL I RECEIVE A TRACKING NUMBER?

Yes. Tracking information or shipment updates will be provided once your order has been dispatched.

Once your order has been shipped, available tracking information or shipment updates will be sent to the email address associated with your order.

Please allow up to 1–2 business days for the carrier's tracking system to update after shipment.

CAN I CANCEL MY ORDER?

If you need to cancel your order, please contact us at support@exotonaudio.com as soon as possible.

Orders can generally be canceled before they have been shipped. However, if an order has already entered the fulfillment or shipping process, cancellation may no longer be possible.

Please include your order number when contacting us.

I ENTERED THE WRONG SHIPPING ADDRESS. WHAT SHOULD I DO?

Please contact us at support@exotonaudio.com immediately and provide your order number and correct shipping address.

If your order has not yet been shipped, we will do our best to update the address. Once the package has been dispatched, we cannot guarantee that the shipping address can be changed. Additional shipping or redelivery fees resulting from an incorrect address provided by the customer may be the customer's responsibility.

WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION EMAIL?

Please check your Spam or Junk folder, as confirmation emails may occasionally be filtered there.

If you still cannot find your confirmation email, contact us at support@exotonaudio.com and provide the name and email address used to place your order.

MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?

We're sorry your order arrived damaged. Please contact us at support@exotonaudio.com and provide:

l  Your order number

l  Clear photos of the package and damaged product

l  A video showing the damage or issue, if applicable

Our support team will review the information and normally respond within 1–2 business days with the next steps.

Please keep the product, original packaging, shipping carton, and all packing materials until our support team has completed the review.

WHY DID MY ORDER ARRIVE IN MULTIPLE PACKAGES?

Some EXOTON products include multiple components or packages. Depending on inventory and fulfillment arrangements, items in the same order may also be shipped separately.

As a result, packages may have different tracking numbers and arrive at different times.

DO YOU SHIP TO P.O. BOXES?

Due to the size and weight of many EXOTON products, we generally cannot ship to P.O. Boxes. Please provide a valid residential or commercial street address when placing your order.

UNDELIVERABLE OR REFUSED PACKAGES

If a package is returned to us due to an incorrect or incomplete address, repeated failed delivery attempts, refusal of delivery, or other circumstances caused by the recipient, additional shipping or return costs may apply.

DO YOU SHIP INTERNATIONALLY?

Yes. We support shipping to many countries and regions.

Currently, customers in the United States and Canada can place orders directly through our website. For other international destinations, please contact sales@exotonaudio.com before purchasing.

We will confirm product availability, shipping options, and whether any shipping charges apply before creating your order.

Depending on the destination, additional duties, taxes, or customs-clearance fees may apply. We will inform you of known shipping arrangements before your order is created, but charges imposed by local authorities may be the customer's responsibility.

I HAVE ANOTHER QUESTION. HOW CAN I CONTACT YOU?

If you have any questions about your order, shipping, tracking, or delivery, please contact us at: support@exotonaudio.com

Please include your order number whenever possible so we can assist you more efficiently.