Have a question regarding a product or potential purchase? Email us at info at musicaacoustics dot com. We will get back with you as soon as possible.
Send all inquiries to Dimitri Trush at: info at musicaacoustics dot com.
Musica Acoustics will ship all sub $500 USD orders free, no matter where in the world you are†. Why? We want to give the best service to our customers. So, feel feel at ease and buy with confidence.
However, if you want the security, protection, speed, and timeliness of EMS post, we offer that as well. Please note: earphones over $500 USD automatically are charged $35 to cover EMS. Headphones and amps over $500 USD are charged $40 to cover EMS. The reason for this is security. Untracked packages can be made to disappear by local post offices. For your sake, and for ours, EMS is applied to expensive orders. Please note: we will not ship orders of more than $500 without EMS shipping included.
All other orders will ship free, or follow the following EMS rate map:
- All orders with a value of $100USD and less incur $15 USD EMS fee.
- All orders with a value of $199 to $500USD incur $20 USD EMS fee.
- All orders with a value of more than $500 USD incur $35USD EMS fee.
- All orders with a value less than $100 USD incur $20 USD EMS fee.
- All orders with a value less than $100 USD incur $40 USD EMS fee.
HOURS OF OPERATION
Musica Acoustics is located in Tokyo, Japan. That is GMT+9.
We are a business like any other. Our working hours are 09:00 – 18:00 Monday to Friday. All in-stock orders will be shipped within three working days. If an item is on backorder, it may take longer. Typically, products from FitEar, Venturecraft, and Final Audio are restocked quickly. Items from abroad, such as Earsonics and Fischer Audio, etc. take longer to get back in stock.
Such items could take one to two weeks. Please contact Dimitri Trush at: info at musicaacoustics dot com for further information.
†Customers who live in countries where EMS and Japan Post will not deliver to, must opt for courier services, in which case, you will be contacted by Musica Acoustics staff. Certain items, because of their value, and depending on final destination, must be shipped EMS in order to ensure their safe delivery to you.
Orders at Musica Acoustics are accepted via Paypal, Western Union, and for customers who reside in the USA, Postal Money is accepted on orders of more than $1000 USD. Credit Cards payments are only accepted via Paypal.com at this time. Western Union customers, please contact us for information necessary to complete transaction.
All Musica Acoustics items are covered by a 1 year warranty from date of purchase unless otherwise specified. If within one year from purchase the item shows signs of defectiveness, dependent upon product type, we will either fix it or replace with brand new unit.
In the unlikely event that an item arrives defective (DOA), we will replace it with a brand new item. As further compensation, you will receive $15USD in-store credit at Musica Acoustics.
(Please refer below for more information on in-store credit.)
Note: Prior shipping defective items back to Musica, please contact us via email containing your order date and product, with a description of the problem you are having. Send all email correspondence to: info at musicaacoustics dot com.
Typically, all queries are responded to within twenty-four hours.
SHIPMENT AND HANDLING OF RMA UNITS
For Return Merchandise Authorisation (RMA) and defective items, process time may vary from 2 weeks to a maximum of 1.5 months depending on the product. We will do our best to keep you notified on RMA status.
We also send notifications once items are processed and ready for dispatch to designated country. You are responsible for shipping the item to us; we will cover shipping charges back to you.
Musica Acoustics does offers exchanges, not refunds. However we value our customers needs and are flexible so if during the first 7 days you dislike your purchase, you will be eligible to exchange it for a different item from our shop. If the new item’s value exceeds the original purchase amount, please email us and we will invoice you via Paypal. Exchange items will be returned only after we receive the original product.
WARRANTY EXTENSION PROGRAMME
If during the second year your Musica Acoustics product needs servicing, we may still be able to offer support. Please contact us with brief description of the problem and the date of purchase.
Please note, after standard warranty of 1 year is over, additional fees are involved in repairing an item.
*fees vary, please inquire for details.