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FAQ

Order & Delivery

When will my product be delivered? - COVID-19 Delivery Updates

Last updated on February 5th, 2021 

 

Please be aware that deliveries are impacted in some countries due to COVID-19. See below for the list of affected regions. 

If your country isn't mentioned below, to the best of our knowledge, delivery in your area will still fall within our estimated delivery times or with a slight delay of 1 to 2 business days.

Once the parcel has arrived in your country/area, for delivery details, please contact the courier with your tracking number.

Our Service Team will do our best to provide tracking and delivery information, we appreciate your patience with us during this time.

 

Sweden

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow an extra 4-5 business days for the delivery of your order.

Note: The parcel will only be trackable once it has reached Sweden, which means the tracking info will not be updated until the parcel arrives in Sweden.

 

Australia

Due to delivery delays in Australia, we have had to extend our usual estimated delivery times to 9-12 business days.

 

Canada

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow an extra 7-12 business days for the delivery of your order. When you check your parcel’s tracking information, it may show that the parcel is in transit. From this point, it may take 7 to 10 business days for Canada Post to process the parcel and once the process has been completed, the tracking info will be updated again.

 

Brazil 

As a result of ongoing delivery disruptions and shortage of airline capacity, we have had to extend our usual estimated delivery times to around 30 - 40 business days.

Note: The parcel will only be trackable once it has reached Brazil, which means the tracking info will not be updated until the parcel arrives in Brazil.

 

France

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow an extra 3-5 business days for the delivery of your order.

 

Spain

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow an extra 4-5 business days for the delivery of your order.

  

Poland

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow an extra 2-3 business days for the delivery of your order.

 

Russia

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow 9-12 business days for the delivery of your order.

 

Saudi Arabia/Kuwait/UAE

Due to ongoing delivery disruptions, postal deliveries have been delayed. Please allow an extra 9-12 business days for the delivery of your order.

 

Singapore

As a result of ongoing delivery disruptions and shortage of airline capacity, all parcels to Singapore will stand in a queue at DHL in Hong Kong and wait for a delivery flight. If you have orders that are on their way to you, please allow 1-2 extra business days for delivery.

 

Malaysia

As a result of ongoing delivery disruptions and shortage of airline capacity, all parcels to Malaysia will stand in a queue at DHL in Hong Kong and wait for a delivery flight. If you have orders that are on their way to you, please allow 5-7 extra business days for delivery.

If your parcel is carried by GD Express, please allow 9-12 business days for delivery.

Furthermore, the following areas are currently in lockdown. Delivery of current orders to these areas may be restricted until the lockdown has eased.

  • Penang
  • Kuala Lumpur
  • Malacca
  • Johor
  • Sabah


Korea

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow extra 1-2 business days for the delivery of your order.

 

UK

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow extra 2-3 business days for the delivery of your order.

 

New Zealand

Due to ongoing delivery disruptions, postal deliveries are being delayed, we have had to extend our usual estimated delivery times to 3-5 business days.

Is invoice included in the parcel? Can you remove it since it's a gift?

There is no invoice included in the package when it is delivered.

If you would like to have the invoice for your order, you can use the order confirmation email as a receipt/invoice.

With the exception of the countries listed below, a commercial invoice is included in the parcel by law which states the product value.

  • South Korea
  • China
  • EU countries

Can I change or cancel my order?

If you need to cancel or make changes to your order, contact us as soon as possible after the order has been placed. Be sure to provide your order number as well as selecting the appropriate topic, "Order Cancellation" or "Order change".

Orders can only be cancelled or changed before they have been shipped. We're always working quickly to pick and pack all orders. During peak seasons and holidays we may have an increased amount of requests. While we will do our best to change your order in time, we can't guarantee that the changes can be made before the order has been shipped.

 

Was my order successful?

If your order has been successful, you will be redirected to a page after checkout confirming your order and stating your order number.

You should receive an order confirmation via the e-mail address provided by you at the checkout page, this can sometimes take up to 24 hours. 

If you haven't received an order number or email confirmation, reach out to us using the same name and email address as in your order and we'll gladly assist you further!

Can you ship to P.O. Box?

Unfortunately, our courier is unable to deliver to P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses.

Where is my order shipped from?

Depending on your location, we will ship from different locations. Please check list below.

Please be aware that we sometimes ship items from different location based on inventory, public holidays, or other unforeseen events.

Orders to the following destinations are sent from our warehouse in Estonia:

  • Europe
  • South America
  • Africa
  • New Zealand
  • Russia
  • Switzerland
  • Norway
  • UAE
  • Saudi Arabic
  • Kuwait

Orders to the following destinations are sent from our warehouse in China:

  • Singapore
  • Malaysia
  • Indonesia
  • Australia
  • Philippines
  • China
  • Taiwan
  • Hong Kong SAR
  • Vietnam

Orders to the following destinations are sent from our warehouse in the United States:

  • United States
  • Canada

Orders to Japan, South Korea and Thailand are sent from local warehouses respectively. 

Payment

Who pays for customs fee and VAT?

If your order is being sent to an address within the EU you pay the price including Swedish VAT and no other fees are added.

However, when you order is being sent to a country outside of the EU, you will be responsible for the local VAT and customs. Please contact your local customs office for more information. 

If your order is going to be sent to Japan, Korea or Thailand, you won't be charged customs fees since orders are sent from domestic warehouses. 

In which currency will I be charged?

We will always charge you in the currency that is displayed on the website. Be sure to select the country you are located in in the drop-down menu on the homepage to ensure the correct currency.

I was charged a fee by my bank. Why?

We do not charge any extra fee except for the price displayed on the checkout page. Some banks may charge a small fee for this transaction.

If you get charged an extra fee, we kindly suggest that you contact your bank regarding this matter.

How do I use my coupon code?

Coupon codes can be used at the checkout page where you enter your delivery details. Proceed with your order as normal and apply your code during checkout.

Please note that during special campaign period coupon may not always be combined with campaign offers. 

Please note the coupon code can only be used via www.sudio.com. The coupon codes cannot be used in offline stores or other websites.

Warranty & Return

When will I get my refund?

We will be sure to keep in contact with you once your products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

You will be refunded via your original payment method.

Have you received my return?

We will be sure to keep in contact with you once your returned products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

We sincerely thank you for your patience and we will try our best to deal with the situation and handle your case as fast as we can.

Due to the current situation, please note that it may a few more business days than usual for return to be handled after the package has been received.

What should I return?

We apply a new 30 day return policy when you purchase through www.sudio.com.

As your purchase falls within the 30 day return (counting from the purchasing date) policy we are able to refund you in full via original payment method once we receive your Sudio product.

Please note the full refund is conditional:

  • The products must be in perfect and new condition, for example, no dirt/earwax/scratches. It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer. 
  • The original product package (white) must remain, the black delivery box is not necessary.
  • Except Femtio and Tolv-R models, all the other Sudio earphones have a black label attached, the black label must not be removed. Sudio cannot accept returns where labels have been removed.
  • All accessories, such as ear/wingtips, USB or Type-C cable etc., as well as the accessory box must remain.

If anything is missing or not in the original condition, unfortunately, we may not be able to issue you a refund.

Products purchased directly from our website www.sudio.com must be returned to the location provided by our Service Team for a refund to be made. 

Please always contact our Service Team before you initiate a return.

What is your return policy?

We apply a 30 day return policy when you purchase through sudio.com. Proof of purchase must be submitted and the product packaging fully intact for a return.

Within the period of 30 days from the date that you received your products, you are able to return them and receive a refund.

If it is over 30 days, we regret to inform that we can no longer return/refund the product. Please note that the policy applies to regret purchase, etc. If you are experiencing technical issues with your Sudio product within 30 days of purchase, there is a different process. Please contact us for more information.

The full refund is conditional that the returned product arrives at our Service Center and packaging intact (the original package, labels and all accessories must remain).

It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer.

However, Sudio cannot accept returns where labels have been removed (Ett, Fem, Nivå, Tolv, Vasa Blå, and Tretton all have a black label with the product). This will be determined by the Sudio Service Center upon arrival.

If anything is missing or not in the original condition, you may not be able to receive a refund.

The Sudio Service team will handle your matter within 5 to 7 business days after your product has been received.

Please note: Postal services are not funded by Sudio AB.

*If you are located in USA or Canada the return process is different, please contact us for more details.

Please always contact us before sending any returns to the location provided by our Service Team. Otherwise, the return and refund process may be delayed. Your order number and the return reason needs to be included in the email.

How long is the warranty?

The original Sudio product you have purchased is covered by a warranty of 12 months. The warranty period begins on the date of purchase of brand new, unused products by the first end user. Your earphones are protected against all manufacturing defects for 12 months from the date of purchase. The 12 month warranty does not cover defects or damages due to: mistreatment, misuse, theft, loss, water or fire. 

Within 3 months of purchase, if you join Sudio Sphere, your earphone/speaker product will get an extended warranty. For details please check here.

If your product is within the warranty period and is determined as defective by our Service Center due to improper materials and/or production fault, Sudio AB will not charge you for labor, parts, or repair, and we will (partly or fully) reimburse the shipping fee. Full replacement for defective products is at the discretion of Sudio AB. If your product is determined defective due to inflicted damage caused by reasons other than manufacturing default, we can replace your product at an additional service charge.

Please retain your sales receipt or order confirmation as proof of purchase. Proof of purchase must state the date of purchase and name of the product. Upon expiration of the warranty period, we can no longer provide any repairs/replacements.

 

Where do I find the serial number?

The serial number can be found on a sticker attached to the bottom side of the product packaging. The serial number is 11-12 digits long and either a numerical string, barcode, or a QR code (depending on model)

serialnumber.png

Collaborations

Partnership with Sudio

Thank you for your interest!

If you are interested in a Partnership with us, please fill out this form:

For Social Media Collaboration requests, take a look here.

We will take time to review your offer and will come back to you soon.

Thank you once again for your interest in collaborating with Sudio!

Accounts owned and operated by Sudio

Thank you for showing interest in collaborating with us!

We hereby ensure that the following accounts are owned and operated by Sudio:

sudiosweden 
sudio_collab_kr
sudio_collaborations
sudio_collab_jp
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sudiotaiwan_collab
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I'm a social media influencer, can I collaborate with you?

If you are interested in collaborating with us, you're welcome to fill out this collaboration form.

Unfortunately, due to the volume of collaboration emails we receive, we are unable to reply and/or give feedback to each email. We will get back to you if we are interested in collaborating with your social media profile.

Thank you once again for your interest in collaborating with Sudio Sweden.

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