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FAQs

SHIPPING & DELIVERY INFO

I just placed an order, when can I expect to receive my package?

It usually take us around 5 - 10 days to process and deliver your order and ensure it's exactly the way you expect it to be.

  • US Shipping Time Estimates 1-2 Weeks
  • International Shipping Time Estimates 2-3 Weeks 

As SoundHeroes is a crowdfunded project and manufacturing is still ongoing, our current delivery timeline is 45 days. We'll keep you updated with the manufacturing progress so you can actually see your SoundHeroes come to life. 

Where can I track my package?

You'll receive an email with your tracking number a few days (usually 2 to 4 days) after your order has been dispatched. 

If you haven’t received your tracking number within this time frame, please contact us and we’ll be happy to assist!

For international orders, tracking information might only be available until the package leaves the country of origin. After that point, tracking information may not available.

I haven't received my package. Help!

If your order hasn't arrived within 60 days after placing the order, contact us and we'll do our best to answer all your questions!

How much is shipping?

The shipping cost for your order is automatically calculated during your Checkout process and added to your total before you complete the order.

Shipping costs are based on how many items there are in your order and the country of destination.

If you ship from outside my country, will I have to pay any tax when my package arrives in my country?

Because we ship worldwide and duties/taxes are different in each country, we can’t retain additional duties/VAT in a manner that is accurate and/or fair for each customer. 

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and any relevant duties/VAT are therefore the responsibility of each buyer. 

If any duties are applicable, these may be charged at the time of receiving the package. 

To check whether or not there are duties/VAT applicable, please contact your local post or customs office. 

MY ORDER

How do I place an order? 
Choose your product then click the “Add To Cart” button and follow the few and very simple steps to complete your order. We’ll prepare your order as soon as we receive it and will let you know when it's on its way!

I’m so excited to receive my order! How do I check my order status?
Simply enter your order information on the Track Order page to track its status.

For crowdfunded products, we will keep you updated with the progress of your order and will notify you as soon as it has been dispatched.

I changed my mind, can I cancel or modify my order?
You have 24 hours to contact our customer happiness team and request an order adjustment or cancellation.

After 24 hours, we already started working on your order and might be too late to cancel or change it.

To cancel an order, please provide your order number and all the details about the items you wish to cancel.

To adjust an order, please include in your email all the details of your order and specify the item you would like to change it for. 

We’ll do our very best to help you.

I placed my order, but haven't received an order confirmation yet.

Make sure to check your spam folder and other email accounts. Your order confirmation could end up there.

If you still can't find it, contact us and we'll be happy to help.

OUR PRODUCTS

What materials does SoundHeroes use?

We love quality stuff. And because you trust us with your choices, we are super happy to say we bring the same level of quality to every single one of your orders.

We strive to deliver very high-quality products using premium materials.

Our over 3,000 customers are beyond happy with our products' quality, durability and future look.

OUR GUARANTEE

100% satisfaction guarantee? 

We are obsessed with quality and we inspect every single item before it gets sent out to you. 

We will replace, free of charge, any flawed or damaged item. 

Please also check our return and refund policy for further details.

PAYMENT

What type of payments do you accept?
We accept all major debit and credit cards as well as Apple Pay and PayPal, all processed through the 100% secure SSL gateway.

When will my card be charged?
Your account is charged as soon as your order has been successfully placed.

What is the currency of your store?
All our prices are in US dollars. 

I'm usually not comfortable paying online. Is shopping on your website safe and secure?

SoundHeroes uses the best SSL certificate so you can buy safely and securely.

When purchasing on our online store using your credit card, all your information is entered into the SSL secure web page where it is encrypted.

Your credit card information is never stored on our servers. We only use the most trusted payment processors in the world – Paypal & Stripe Payments – so you can buy with 100% confidence.

RETURN AND REFUND POLICY

I ordered the wrong product what should I do?

Please refer to the MY ORDER section above for guidelines on making changes within 24 hours after placing your orders.

Your satisfaction is our top priority so we'll always do our best to find a solution that will make you happy! Please contact us for any assistance.

 

I received the wrong item, what should I do?

We are sincerely sorry for the inconvenience. 

We’ll be happy to help you right away by offering a replacement order. 

To be eligible for a return, your product must be brand new (never used), in the original packaging and in the same condition you received it.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where no refunds or only partial refunds are granted (if applicable):

  • any item not in its original condition, damaged or missing parts for reasons not due to our error.
  • any item that is returned more than 30 days after delivery and without contacting us before returning the order.

GET IN TOUCH

Got a question we haven't answered yet? 

Please contact us anytime and one of our team members will get back to you with the answer faster than Usain Bolt runs a mile. Try us! :)