Please take the time to review our policy prior to purchasing and feel free to message us regarding any further questions you may have about your order/placing an order.
Delivery Information
Payment must be made in full prior to shipping or delivery of the Order, or any part thereof.
For EPOC X, INSIGHT, FLEX, MN8 and its accessories: All orders are shipped from our factory in the Philippines via UPS. It may take up to 3-4 weeks* for the EPOC X, INSIGHT, FLEX and MN8 to be dispatched and shipped.
For all X-trodes products: All orders are shipped from the X-trodes facility in Israel via DHL. It may take up to 6-8 weeks* for X-trodes products to be dispatched and shipped.
When the headset is packaged and shipped, you will receive a notification containing the tracking information via the email address that you used when you made your purchase.
*These are estimated delivery times. Shipping may take longer during local holidays because manufacturers and couriers will have limited operations.
Duties & Taxes
The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient’s country. Please note that import duties, taxes, and charges are not included in the item price or shipping cost. They are the responsibility of the customer and they will be assessed by your customs office at the time of delivery.
Additional charges must be fulfilled by the recipient. We have no control over these charges, and cannot predict what they are, because customs policies vary widely among countries. You should contact your local customs office for more information.
When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Customs offices in some Countries** require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as Unique Identification Number, RFC, CPF, or Tax ID.
**Countries that may require an identification number include Brazil, Chile, Mexico, Ecuador, India, Israel, Peru, South Africa, South Korea, Taiwan and Turkey.
Tracking your order
Once your order is packaged and shipped, you’ll receive a notification with tracking details at the email address used for your purchase. Please monitor your package closely using the tracking number, as you may need to assist with customs clearance or arrange for re-delivery or pickup after a missed delivery attempt. This applies to both domestic and international shipments.
Please ensure all delivery details are correct, as we cannot make changes after the order is processed and shipped.
If a package is returned to us due to reasons other than a shipping carrier’s fault (e.g., incorrect address, unpaid duties/taxes, unclaimed package), we will issue a refund minus the shipping costs. However, if you choose to abandon your shipment or fail to pay any assessed duties/taxes, no refund or replacement will be provided, and any reshipment costs will be at your expense.
Expedited Shipping
Expedited shipping is offered on a case-by-case basis. To be considered for expedited shipping, please contact our Support team with your order number (if your order has been successfully placed) or specify the headset you need expedited. This will allow us to check for available shipping options.
Cancellations
Cancellations must be requested within 24 hours of placing the order and can only be processed if your order has not yet been sent to our factory for fulfillment.
