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, authorized 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 we publish a 45-day return policy. Support replies within 24 hours at ops@tonepier.com.

How long does shipping to the US take?

Typically 5-12 business days door-to-door, tracked the whole way. Orders ship from our audio warehouse via 4PX cross-border express with US last-mile delivery through the USPS network.

Is shipping really free?

Yes — free shipping on every US order, no minimum. The price you see at checkout is the price you pay.

Will I have to pay customs duties or import fees?

No. Duties and import processing are prepaid on our side (DDP). You will not be asked to pay anything at delivery.

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. See our Shipping & Delivery page for full terms.

Are your products genuine?

Yes. We sell brand-new, authorized stock only — no refurbished, no gray-market pulls, no opened boxes sold as new. Every unit carries its full manufacturer warranty. See our Authenticity Guarantee page.

Do products come with a manufacturer warranty?

Yes, the standard manufacturer warranty for each brand applies (typically 12 months). Warranty service is coordinated through us — email support with your order number.

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 the 45-day return window still applies.

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?

Our store currently focuses on the United States. If you're elsewhere, contact us before ordering and we'll confirm whether we can serve your country.

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.