Shipping policy
Shipping Policy
Which countries do you ship to?
We are generally able to ship to most countries via Express Shipping, and many countries via Standard Shipping. You may clarify this with our team to check whether Standard Shipping is available to your country.
We cannot ship to addresses that are "PO boxes or APO/FPO".
*Note: Generally, we can only do Standard Shipping to India and Russia. We can only do Express Shipping to Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few.
This may be subjected to changes due to external events, and other unforeseen issues.
How much does shipping cost?
Standard Shipping is free for most countries, while Express Shipping is 15-35USD depending on your country.
Shipping fees exclude import taxes or processing fees that may be applicable for your country. SIVGA is not responsible for such fees. Should you refuse to pay the tax/customs fees, shipping fees will still be deducted from the amount paid for the two-way freight charges. The cost of the freight charges may be more than the amount reflected on your order due to tax and other miscellaneous fees.
Some parcels claimed to be “returned to the seller” may be destroyed by the post office
or customs officers when buyers refuse to accept their parcels or fail to pay for their taxes. No refund will be processed for such cases.
For certain remote areas, there may be additional charges via Express Shipping. We will contact you if there is a need to make additional payments.
Please contact us before placing an order, should you have any queries regarding shipping.
How long does it take to receive the order after it is placed?
Your order will be shipped within 1-3 working days. You may check with our staff regarding the in-stock status of any products.
Please note that delivery days and available shipping methods may vary during peak seasons. We do not have any control over unexpected delays once we ship an order. * The duration for transit is something beyond our control. SIVGA will not be making refunds for such cases. So far, we have not experienced any extensive delays. If you encounter any shipping issues or you need faster delivery, let us know. We will work with you to find the most suitable solution for your needs.
Thank you for understanding!
What happens if the parcel has been shipped but not delivered?
1.First, kindly contact your local courier using the local tracking number.
• If your parcel were to be in transit for at least 3 months, it may have been lost in transit. We will resend it to you. If you have any concerns about standard shipping, we recommend that you choose DHL Express/SF Express shipping.
2.Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situations, no refund will be processed for such cases:
• Wrong address / postcode or phone number provided by recipient
• Recipient was uncontactable when courier company contacted
• Refusal to sign for the package by recipient
• Lost or damaged parcel because recipient opted for “no-signature delivery”
• Refusal to pay for the local tax/processing fee by recipient
• Refusal to provide supporting documents for custom clearance by recipient
• Returned or destroyed parcels due to the recipient failing to collect them in a timely manner.
Who will pay for the import tax/custom fees？
Import duties, taxes, and any customs-related processing fees are the responsibility of the customer, as they vary by country and are beyond our control.
We usually declare items at a lower value to help reduce the chance of high fees. If you have a specific declared value in mind, feel free to leave us a message when placing your order.
Please note that if you choose to refuse delivery due to customs charges, you will still be responsible for both the original and return shipping costs. In such cases, SIVGA will issue a refund for the order amount after deducting the two-way shipping fees.
How do I get help for my order?
Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@sivgaaudio.com) or website chat. We will help you with the changes if that could be done.
In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
For faulty/missing items, please send an email to support@sivgaaudio.com for after-sale services. The following details are required.
1) Send an email to support@sivgaaudio.com with an appropriate Subject Title
2) Provide your order number and state the issue clearly
3) Attach photos and videos to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.
If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, SIVGA reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first. Our team aims to review your email within 3 working days.
For other queries, the fastest way to contact us is via our website or email to support@sivgaaudio.com
Do I get tracking details for my order?
After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.
What shipping companies do you use?
We collaborate with these courier companies:
Standard Shipping: 4PX、 YanWen Express
Express Shipping: DHL Express、SF Express