Shipping Policy

We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible. Please review the information below to learn about how and when you will receive the products you purchased from Shokz.

Orders must be placed by 11 AM CST to ship on the same day. If an order is placed after 11 AM CST, it will ship on the following business day.

The total time is the sum of the processing time and the shipping time.

Processing time = the time between when you place an order and when we ship it;
Shipping time = the time between when your order has been shipped and delivered to you;

Should there be any further questions or problems, please contact Shokz Customer Happiness Team. We are more than happy to assist!

Return Policy

What is SHOKZ Return Policy?

SHOKZ offers a 45-day money-back guarantee for all orders placed on our website. If you’re not satisfied with your headphones for any reason, we’ll send you a prepaid USPS shipping label via email and you can return them for a full refund. Refunds are issued to your original payment method. If we are unable to issue a credit to your original payment method, we will issue the credit through PayPal. Initial shipping charges will not be refunded.

SHOKZ does not refund purchases from other retailers.

Please contact our Customer Happiness Team for information on returning a product purchased at an event.

What items are returnable?

• Within 45 days from the date of purchase
• Purchased on SHOKZ.com

How do I return?

• Submit your request for return
• A USPS return shipping label will be emailed to you
• Please allow 2-3 business days to receive your refund once your product has been returned

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How long does the return process take?

Once your product has been received, we will issue the refund within 2 business days.

What is the return policy for products purchased at other retailers?

We apologize, but SHOKZ does not process refunds for purchases made through other retailers. If you wish to return products bought from our authorized retailers, please contact the retailers directly for assistance. Our 45-Day Money-Back Policy is applicable only to products purchased on SHOKZ official website.

What is the return policy for products purchased at events?

Please contact our Customer Happiness Team for information on returning a product purchased at an event.

Warranty Policy

What is Shokz warranty policy?

Shokz offers a two-year manufacturer warranty on all new headphones purchased from Shokz official website and authorized retailers, beginning from the purchase date. Refurbished products purchased from Shokz official website are covered by a one-year manufacturer warranty. You can apply for a warranty claim if your products are within the warranty period. Most warranty claims will be processed within two business days.

As part of Shokz's efforts to reduce environmental waste, products may be replaced with refurbished Shokz units functionally equivalent in performance and reliability to original products.

If replaced Shokz products or parts are found to be defective in materials or workmanship during the remainder of the original limited warranty period of the initial product purchased, Shokz warrants that the defective unit can get replaced again.

If the same model is discontinued or out of stock, a similar or higher value model will be sent to you.

What does Shokz warranty cover?

Shokz offers a limited warranty that all products purchased on our official website and other authorized retailers, as well as those given as gifts, excluding defects caused by abuse, misuse, loss or theft, according to the following terms and conditions:

• The limited warranty for brand new Shokz products extends for Twenty-Four (24) Months from your date of purchase. The limited warranty for refurbished Shokz products extends for Twelve (12) Months from your date of purchase.
• The warranty is applicable to the headphones and associated charging devices.
• A valid proof of purchase is required to obtain this limited warranty.
• Upon request from Shokz, the consumer must provide information to reasonably prove the date of purchase. Shokz will make all reasonable efforts to resolve any problems and will determine at its sole discretion whether the product is indeed defective.
• Replacement under these Warranty terms does not grant any right to any extension or renewal of the Warranty Period.

What does Shokz warranty not cover?

The Shokz Warranty does not apply to defects or damages arising in the following circumstances: l

• Defects or damages resulting from use of the product in other than its normal and customary manner.
• Defects or damages resulting from abnormal conditions, improper storage, submersion in liquid outside product specifications, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation or other acts which are not the fault of Shokz.
• Alleged product defects or malfunction of which the Customer Happiness Team was not notified by the consumer within the applicable limited warranty period.
• Damage resulting from the use of non-Shokz approved accessories.
• All plastic surfaces and all other externally exposed parts that are scratched or damaged due to normal customer use.
• Products used or obtained in a rental program.
• Lost or stolen products
• Second-hand products purchased from marketplaces, including Facebook, eBay (excluding those sold by Shokz Official and Best Buy) and Craigslist.

Does Shokz offer repair services?

Shokz does not offer a repair service, but we do offer a (2) two-year limited warranty against manufacturing defects for all new products purchased from Shokz official website and authorized retailers. Refurbished products purchased from authorized retailers are covered by a (1) one-year limited warranty against manufacturer defects. The warranty period begins from the date of purchase.

What do I need for a warranty claim?

If you believe your product is faulty and is within the warranty period, you can fill out a form to submit a warranty claim here with your serial number and valid proof of purchase. Your claim will be processed by our Customer Happiness Team within 2 business days.

How long will it take to receive a replaced product?

Our Customer Happiness Team reviews most claims within two business days. At this time, they may approve the claim, deny the claim, request additional information, or request for the faulty headphones to be returned prior to receiving a replacement unit. In most cases, your replacement unit will be shipped within 2-3 business days after your warranty claim has been approved and all conditions have been met.

What if my product was a gift?

If you received the brand new product as a gift and are unable to provide valid proof of purchase, you can still apply for the two-year warranty by using the date you received the product as the purchase date.

What if my product was discontinued?

If your product was discontinued and still within the two-year warranty period, we will offer you an equivalent or similar model to the original one.

My replacement headphones broke, can I file another claim?

If you’re still within two years since your original purchase date, you can file a claim on your replacement headphones.

STATE LAW RIGHTS

NO OTHER EXPRESS WARRANTY IS APPLICABLE TO THIS PRODUCT. THE DURATION OF ANY IMPLIED WARRANTIES, INCLUDING THE IMPLIED WARRANTY OF MARKETABILITY OR MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED TO THE DURATION OF EXPRESS WARRANTY HERIN. SHOKZ SHALL NOT BE LIABLE FOR THE LOSS OF THE USE OF THE PRODUCT, INCONVENIENCE, LOSS OR ANY OTHER DAMAGES, DIRECT OR CONSEQUENTIAL, ARISING OUT OF THE USE OF, OR INABILITY TO USE, THIS PRODUCT OR FOR ANY BREACH OF ANY EXPRESS OR IMPLIED WARRANTY, INCLUDING THE IMPLIED WARRANTY OF MARKETABILITY OR MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE APPLICABLE TO THIS PRODUCT.

Some regions do not allow the exclusive limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so these limitations or exclusions may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from region to region.