Shipping Policy

 

Which countries do you ship to?

We are generally able to ship to most countries and regions. Standard Shipping is used by default, except for certain destinations where Standard Shipping is unavailable.

If you would like to use Express Shipping, please contact our customer service team before placing your order.

We cannot ship to PO boxes or APO/FPO addresses.

*Note: Express Shipping is generally the only available option for most destinations in Africa (excluding South Africa and Egypt), as well as Argentina, Hawaii, Kuwait, Montenegro, and certain other destinations.

Shipping availability and available shipping methods are subject to change due to external events or other unforeseen circumstances.

 

How much does shipping cost?

 

Headphones: Standard Shipping is free for headphones in most countries, while Express Shipping costs USD 15–35, depending on the destination country or region.

Accessories: Standard Shipping for accessories usually costs USD 7, while Express Shipping costs USD 15–35, depending on the destination country or region.

1. Standard Shipping

For most countries and regions, we provide Standard Shipping on a DDP (Delivered Duty Paid) basis, which means that we will cover the applicable import duties and taxes.

For certain destinations, customers may be required to pay import duties, taxes, or customs-related fees. These destinations include, but are not limited to:

Australia, Indonesia, Sri Lanka, Serbia, Egypt, Brunei, Bangladesh, Kazakhstan, and Liechtenstein.

The actual charges and requirements are subject to the customs regulations and specific circumstances of the destination country or region.

2. Express Shipping

Express Shipping fees do not include any import duties, taxes, customs clearance fees, or other processing fees that may apply in the destination country or region. These charges are the customer’s responsibility, and SIVGA is not responsible for paying them.

If you refuse to pay the applicable duties, taxes, or customs clearance fees, the original and return shipping costs will be deducted from your refund. The actual shipping costs may be higher than the amount shown on your order due to taxes and other miscellaneous fees.

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.

3. Additional Information

Some parcels marked as “returned to sender” may be destroyed by the postal service or customs authorities if the recipient refuses to accept the parcel or fails to pay the applicable duties, taxes, or fees. No refund will be issued in such cases.

Additional Express Shipping charges may apply to certain remote areas. If an additional payment is required, we will contact you before shipment.

Shipping fees and customs requirements are subject to change due to external events or other unforeseen circumstances.

If you have any questions regarding shipping, please contact us before placing your order.

 

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?

 

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.

 

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.

 

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:  YanWen Express/ 4PX、

Express Shipping: DHL Express / SF Express