Frequently Asked Questions

Straight answers to the questions we get most. Anything else: contact us.

Is TonePier legit?

TonePier is a Hong Kong-registered HiFi retailer (34 Ashley Road, Tsim Sha Tsui, Kowloon) selling brand-new, genuine stock from FiiO, Moondrop, SIMGOT, SMSL, SHOKZ and 40+ brands. Every order ships tracked with door-to-door visibility, payments run through Shopify Payments and PayPal with full buyer protection, and you have 45 days from delivery to start a return. Support replies within 24 hours at ops@tonepier.com.

How long does shipping to the US take?

Every order ships from our warehouse in China. Most orders ship within 3 business days, and most US orders arrive within 7–15 business days, tracked the whole way. Orders travel via 4PX cross-border express with US last-mile delivery through the USPS network.

When should I order for Christmas delivery?

Our recommended order-by date for Christmas delivery to the contiguous US is Monday, November 30, 2026. Orders placed after that date may still arrive in time, but we can't promise it, and orders placed from mid-December will most likely arrive after Christmas. See the Holiday 2026 section of our Shipping & Delivery page for how we set the date.

Is shipping really free?

Yes — free shipping on every order, no minimum, to the US and every other country we ship to. For US orders, the price you see at checkout is the price you pay; outside the US, import duties and taxes may be due on delivery.

Will I have to pay customs duties or import fees?

US orders: no. US import duties and fees are prepaid on our side, so you won't be asked to pay anything at delivery. Orders outside the US: our prices and free shipping don't include your country's import duties or taxes (such as VAT or GST). If your country charges them, the carrier or customs collects them from you on delivery, under local rules.

What is your return policy?

45 days from delivery, longer than the industry-standard 30. If the fit or sound isn't right, contact ops@tonepier.com with your order number to start a return. Change-of-mind returns ship back at your cost; if an item arrives defective or we sent the wrong one, we email a prepaid label. See our Returns page for full terms.

Are your products genuine?

Yes. We sell brand-new, genuine stock only — no refurbished units and no opened boxes sold as new. Every unit is covered by our 12-month warranty. See our Authenticity Guarantee page.

What warranty do products come with?

Every product we sell is covered for 12 months from delivery against manufacturing defects, and TonePier handles warranty claims directly — email ops@tonepier.com with your order number. See our Warranty page for what's covered.

What payment methods do you accept?

All major credit and debit cards via Shopify Payments, plus PayPal. All transactions are processed with standard buyer protection.

Can I cancel or change my order?

Yes, if it hasn't shipped yet — email ops@tonepier.com as soon as possible with your order number. Once a parcel is with the carrier we can no longer intercept it, but you still have 45 days from delivery to start a return.

How do I track my order?

You'll receive a tracking number by email as soon as your order ships. Tracking covers the full journey including US last-mile delivery.

Do you restock sold-out items?

Usually yes for current-production models. Email us the product name and we'll confirm the restock timeline.

Which brands do you carry?

40+ audio brands including FiiO, Moondrop, SIMGOT, SMSL, Shanling, HIFIMAN, Sennheiser, SHOKZ, KZ, 7Hz, LETSHUOER, Tanchjim, iBasso, Fosi Audio, 1More, SoundPEATS and Edifier — across IEMs, headphones, DACs, amps and music players.

Do you ship outside the United States?

Yes. We ship to most countries, and shipping is free. Outside the US, most orders arrive within 7–20 business days, and some destinations take longer. Import duties and taxes, if any, are paid on delivery.

How do I choose between all these IEMs?

Start with our buying guides — they're written to help you decide, including when NOT to buy something. For a personal recommendation, email us your budget, music taste and source gear.

How can I contact TonePier?

Email ops@tonepier.com (replies within 24 hours, Mon-Sat) or use the contact form. Include your order number for the fastest help.