Shipping & Returns

Shipping Policy

Free shipping orders will be shipped out within 7 business days (except pre-ordering and final sale orders). Non-free shipping orders will be shipped out within 15 business days upon confirmation.

We only provide standard shipping. Any expedited shipping request is not accepted. 

- For free shipping orders, the delivery usually takes 1 to 3 weeks (except for pre-ordering and the remote areas in Australia). We use different carriers in different areas based on which fulfillment option is more time and cost-efficient. Any request for a designated carrier is not accepted.

- For non-free shipping orders, the delivery time varies from 3 weeks to 3 months (1.5 months on average). We use the postal service for shipping in most countries, and home delivery is not guaranteed in certain areas, which means you may be required to pick it up from a postal office.

Please note that if the package is returned to us due to an undeliverable address, rejection from the recipient, nobody picking up, or unpaid customs duty issues, the shipping fee is non-refundable, and we may charge you the return shipping cost.

Please refer to FAQs for more shipping-related questions.

Customs Duty/Tax

- For the US, Canada, and Australia, the product price already includes customs duty/fees. 

- For the UK and Europe, the product price includes customs duty/fees, but VAT will be applied at checkout.

- For other countries/regions, especially Southeast Asia, South America, and the Middle East, customs duty/fees might be applied upon receipt, which you will need to cover. 

Return Policy

Returns are only accepted within 30 days of delivery. We suggest you keep the original box and all the packing materials in case you change your mind. Please note that returns without the original box will not qualify for free returns. 

- For free shipping orders - We provide free shipping labels as long as the returned product is packed as the original and passes our examination. 

- For Non-free Shipping Orders - Returns are still accepted within 30 days of delivery, but the buyer will be responsible for the cost of return shipping. The shipping fee is non-refundable.

- Used/Final Sale products - Returns are not accepted.  

The full refund will be processed within 7 business days to your original method of payment after we inspect the returned package and confirm it is delivered free of damages. If the product was damaged during the return process, including scratches/cuts/dents etc., we would charge a 20-50% restocking fee.

It may take several days for you to receive the refund, and the number of days largely depends on your card issuer. Please note that if you paid in currencies other than US dollars, there may be some currency exchange fee or transaction fee charged by your card issuer, not us.

Warranty

We provide a 1-year limited warranty on manufacturing defects from the date of delivery. Normal wear and tear and all the human factors like dyeing or staining are not covered in the warranty.

If any component is defective or fails within that period, please contact us at support@pipersong.com, and we will determine a replacement or repair.