Shipping policy
Last Updated: May 11, 2026
Thank you for choosing EPZ Audio. This Shipping Policy explains how we process orders, arrange shipping, estimate delivery times, handle tracking updates, and assist with delivery-related questions.
We do our best to make international shipping simple, clear, and reliable. If you have any questions about your order or shipment, please contact our support team at support@epzaudio.com.
1. Order Processing Time
In-stock products are usually processed within 1–2 business days.
Orders are processed from Monday to Friday, excluding Chinese public holidays. During holidays, product launches, sales events, or other high-volume periods, processing may take slightly longer.
Custom / Bespoke products usually require around 14 business days before shipment. This production time starts on the next business day after the mold and appearance design have been confirmed.
Pre-order products will ship according to the estimated shipping date shown on the product page.
2. Shipping Destinations
EPZ Audio ships to supported countries and regions worldwide, including North America, Europe, Asia, Oceania, and other available destinations.
Available shipping destinations will be shown at checkout. If your country or region is not available at checkout, we are currently unable to ship to that location.
3. Shipping Methods
EPZ Audio offers two shipping methods:
- Standard Shipping
- Express Shipping
EPZ Audio will select the most suitable carrier based on your destination, shipping method, product type, and logistics availability.
Customers are not able to select a specific carrier at checkout. This helps us choose the most reliable route for each destination.
Standard Shipping may be fulfilled through international logistics partners and local last-mile delivery carriers. Express Shipping may be fulfilled through express carriers depending on destination and availability.
4. Shipping Fees
Standard Shipping is free on orders of $49.99 USD or more.
For other currencies, the free-shipping threshold will be converted automatically at checkout.
For orders below the free-shipping threshold, Standard Shipping is charged at $4.99 USD, or the automatically converted amount in your checkout currency.
Express Shipping fees are calculated at checkout based on your destination and order details.
5. Estimated Delivery Time
Estimated delivery time starts from the first tracking update, not from the order date.
| Region | Standard Shipping | Express Shipping |
|---|---|---|
| North America | 5–10 business days | 5–8 business days |
| Europe | 5–10 business days | 5–8 business days |
| Asia | 5–10 business days | 5–8 business days |
| Oceania | 5–10 business days | 5–8 business days |
| Other supported regions | 5–10 business days | Shown at checkout when available |
Delivery times are estimates and may vary depending on local carrier handling, customs inspection, holidays, weather conditions, or other circumstances outside our direct control.
If your package has not been delivered within the estimated timeframe, especially after 10 business days from the first tracking update, please contact us. We can help provide local carrier information or assist you in following up with the carrier.
6. Taxes, Duties, and Customs
All orders placed on epzaudio.com are shipped with duties and taxes included.
The price you pay at checkout is the final price for your order. You should not be charged additional import duties, VAT, tariffs, or customs handling fees upon delivery.
If you are unexpectedly asked to pay additional import-related fees, please contact us before paying whenever possible. If payment has already been made, please contact us with proof of payment so we can help review the case.
7. Order Tracking
Once your order has shipped, you will receive a shipping confirmation email with a tracking number.
Please allow 24–48 hours for tracking updates to appear after the tracking number is generated.
You can track your shipment through our website tracking page. If the tracking information does not appear correctly on our website, you may also check your tracking number through 17TRACK.
8. Split Shipments and Pre-Orders
Some orders may be shipped in separate packages depending on inventory, product type, and logistics arrangements.
If your order includes both in-stock and pre-order products, we may ship the in-stock items first. The pre-order item will ship according to the estimated shipping date shown on the product page.
If your order is shipped in multiple packages, you may receive more than one tracking number.
9. Address Changes
If you need to update your shipping address, please contact us within 12 hours of placing your order.
Once an order has been shipped or tracking has been generated, address changes may no longer be possible.
Please make sure your shipping address, phone number, and email address are accurate at checkout. If a package is delayed, returned, or lost because of an incorrect or incomplete address, the customer may be responsible for any reshipping costs or related logistics fees.
10. Delayed or Missing Packages
If tracking has not updated for more than 15 consecutive days, please contact us and we will help check the shipment status.
If tracking shows that the package has been delivered but you cannot locate it, please first check with your local carrier, mailbox, front desk, parcel locker, neighbors, or building management.
EPZ Audio will assist with the carrier investigation where possible. For standard orders, a police report or official loss report may be required before a carrier claim can be submitted. Carrier claim reviews usually take 7–14 business days.
If EPZ® Care+ was purchased, eligible package theft claims can be handled more quickly. Claims must be submitted within 7 days after tracking shows the package as delivered.
11. Damaged Packages
If your package arrives damaged, please contact us as soon as possible.
To help us review the case, please keep the product, packaging, shipping label, and outer carton, and provide photos when contacting support.
12. Failed Delivery or Returned Packages
A package may be returned to us if the shipping address is incorrect or incomplete, delivery is refused, the recipient cannot be reached, or required delivery steps are not completed.
If a package is returned for one of these reasons, the customer may be responsible for reshipping costs or non-refundable logistics fees.
If you notice an issue with your delivery, please contact the local carrier and EPZ Audio as early as possible so we can help review the situation.
13. Custom / Bespoke Products
Custom / Bespoke products require additional preparation before shipment.
Production usually starts on the next business day after the mold and appearance design have been confirmed. The estimated preparation time is around 14 business days before shipment.
If there is any change to the estimated timeline, our support team will help keep you updated.
14. Store Operator and Fulfillment
Orders placed on epzaudio.com are operated by Shenzhen Fengya Technology Co., Ltd.
Most orders are fulfilled from our fulfillment center in Shenzhen, China, or through other available logistics facilities depending on inventory and destination.
15. Contact Us
For shipping questions, tracking help, delivery issues, or customs-related support, please contact us:
Email: support@epzaudio.com
Company: Shenzhen Fengya Technology Co., Ltd.
Address: Room 1205, Huitong Building, No. 10 Longgang Road, Pingnan Community, Longgang Street, Longgang District, Shenzhen, Guangdong 518116, China
