MATRIX ELEMENT I2

World-Wide Shipping 

Shipping FAQ

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 Selected 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 unpredictable issues such as Covid, war, and etc.

How much does shipping cost? 

• We have two shipping methods - Standard Shipping and Express Shipping.
• Standard Shipping is free for most countries, while Express Shipping is 20-32USD depending on your country. If your order is over 250USD, Express Shipping is free*. 
• *This applies for most countries. However, large items such as headphones and desktop DAC/AMPs are excluded.
• Shipping fees exclude import taxes or processing fees that may be applicable for your country. 
• Graveaudio 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.
• Standard Shipping via YunExpress is a tax-inclusive option for some countries. However, 
• Graveaudio will not be responsible for additional administrative or handling fees charged by your local courier company or customs. Please kindly check this with your local customs.
• 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 a package after I place an order?

• For in-stock products, your order will be shipped within 3 working days. You may check with our staff regarding the in-stock status of any products. 
• Customized items will take a longer time. Please contact our staff for more information.

On normal non-sale days, once your parcel has been shipped out:

• For Standard Shipping, it takes about 2-4 weeks for items to be delivered after shipping out. For some countries, it might take up to 2-3 months, 
• depending on your country, its customs and other factors.*
• The duration for transit is something beyond our control. Graveaudio will not be making refunds for such cases. Please consider an upgrade to Express Shipping or keep the waiting time in mind.
• For Express Shipping, it takes about 3-7 days for items to be delivered after shipping out.
• *Note: Timings might be affected due to festive seasons or other unforeseen circumstances

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.
• For orders below $50USD, you may either opt for a one-time reshipment of parcel OR a full refund of the amount paid in cash via PayPal/Credit/Debit card.
• For orders above $50USD, we will only process a 50% refund of your order paid in cash via PayPal/Credit/Debit card. Should there be any concern about Standard Shipping,

you are encouraged to opt for DHL Express Shipping instead.

• 2.Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:
• Wrong address 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

Who will pay for the import tax/custom fees

• The buyer is responsible for any kind of customs/import/handling fees applicable to your package.
• Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost. 
• Graveaudio will only refund the amount of your order after deducting the two-way shipping fees incurred.

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.
• As our Support Team might not be available during non-working days and weekends, please place your order wisely.
• Should you really need to cancel or/and modify your order after purchase,
• please contact us via our support email (Support@graveaudio.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@graveaudio.com for after-sale services. The following details are required.
• 1) Send an email to support@graveaudio.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, Graveaudio 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.
• GraveAudio will not be responsible for parcels that have been damaged during the transit process.

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.
• For more than 1 orders placed under the same account and shipping address, Graveaudio will automatically combine the orders and ship them out via one tracking number. 
• Should you have special requests to have the orders shipped separately, 
•  please kindly contact us via Discord or our website's chat. We will do our best to help.

What shipping companies do you use?

• We collaborate with these courier companies:
• Standard Shipping: 4PX, UBI, yangwen,
• Express Shipping: DHL Express, FedEx and SF Express
• Last updated: 25 November 2023