Earspan FAQ





Q:What payment methods can I use?
A: We currently accept payment via PayPal (paypal gateway) and major credit cards through out (stripe secure gateway)

Q:Do you accept bank transfer?
A: Currently not.

Q:Do you accept lay buys?
A: No, we only accept full payment.

Q:Do you provide warranty for your products?
A: Yes, Earspan provides Full manufactures warranty for items with Australian distributors and 12 Month in house warranty with no Australian distributors.

Q:How long is your return period?
A: We offer a 14 days return policy. For details, please check to the“Return & Refund” page.

Q:Can I cancel the order if I change mind?
A: Yes, if you would like to cancel your order, please contact us by submitting a support ticket to inform us of the cancellation. We only accept orders to be cancelled when they are still in the processing status and the order has not been packed yet.


Shipping & Delivery

Q:Do you ship internationally?
A: Currently, we only ship to Australia, New Zealand.

Q:How long does my purchase take to get to me?

A: We use Auspost and Sendel Express Post for our shipments it takes 1-5 days for domestic postage.

Q:Do you ship with trackable service?
A: Yes, all orders are trackable.

Q:What’s your handling time?
A: Earspan will endeavour to ship your purchased item out ASAP usually with-in the same day if order is placed before 12pm Mon-Fri.

Q:If I haven’t received the parcel after 6 working days what should i do?
A: Please send us a ticket! We usually ship out via Auspost or Sendle express service. Those services provides full insurance and tracking. transit time with in Australia is 1-3 days dependent on location.


Return & Refund

Q:Where is your return location?
A: We will send you return instructions through our online support once you have submitted a returns claim.

Q:Do you cover the return shipment costs?
A: We only cover the return fee when the return is caused by the goods being defective, faulty, DOA (Dead on Arrival) or when a wrong item has been shipped. For any other return, including warranty return, the return shipping costs to us will be borne by the customer.

Q:How long is the refund process?
A: Upon receiving your return parcel, our Technical Team will inspect the parcel or goods to make sure the return or goods meet all the Terms and Conditions, please expect the refund process to be arranged within 14 business days after the goods has returned to our Hong Kong warehouse.

Q:How long do I have to return the item to you?
A: We allow you to return the goods to our Return Center with (trackable shipping service) within 14 calendar days from the date your request has been authorised. For any return that did not met the date specified above, Earspan reverses the final right to reject your case.

Q:Are all products able to return within 14 days?
A: Most of our items are covered by our 14 Days Return Policy, however, due to health and hygiene issues (ear tip) purchases are excluded from this return policy.