Shipping policy

OVERVIEW

This website is operated under the trade name DeTour Audio. The seller and merchant of record is EarMen LLC, United States.

DeTour Audio is an online audio outlet offering new, open-box, demo, clearance, B-stock, refurbished, used/pre-owned and selected audio products from our own inventory and trusted partners.

This Shipping Policy explains how orders are processed, shipped and delivered, and how import duties, VAT, taxes and customs charges are handled.

ORDER PROCESSING TIME

Most in-stock items are usually processed within 1–5 business days, Monday to Friday, excluding holidays.

Open-box, demo, B-stock, used/pre-owned, refurbished, special-order or partner-supplied products may require additional processing time before shipment.

Some products may ship directly from our warehouse, brand partners, distributors or third-party fulfillment partners, depending on product availability and destination.

If an item requires additional processing time, we may contact the customer using the email address provided at checkout.

Orders are not considered accepted until they have been reviewed and confirmed by DeTour Audio / EarMen LLC.

SHIPPING METHODS AND DELIVERY TIMES

Shipping methods and estimated delivery times may vary depending on the product, destination country, courier service and availability.

International delivery usually takes between 1 and 4 weeks, depending on the destination, courier service, customs processing and local delivery conditions.

Shipping and delivery times are estimates only and are not guaranteed unless expressly confirmed in writing.

DeTour Audio / EarMen LLC is not responsible for delays caused by customs authorities, courier services, local authorities, holidays, weather conditions, incorrect shipping information, failed delivery attempts, force majeure events or circumstances outside our reasonable control.

SHIPPING TERMS — USA DDP / NON-USA DAP-DDU

Orders delivered to the United States are normally shipped DDP — Delivered Duty Paid — unless otherwise stated at checkout or on the product page.

For USA DDP shipments, applicable import duties, tariffs and customs clearance fees are included or paid by DeTour Audio / EarMen LLC. The customer should not normally be asked to pay import duties or tariffs upon delivery.

Orders delivered outside the United States are normally shipped DAP/DDU unless otherwise stated at checkout or on the product page.

For non-USA DAP/DDU shipments, import duties, VAT, taxes, customs clearance fees, brokerage fees and any other local charges required by the destination country are not included in the product price or shipping price and are the responsibility of the customer.

TAXES, DUTIES AND CUSTOMS FEES

Product prices shown on our website do not include import duties, VAT, customs fees, brokerage fees or local taxes unless clearly stated otherwise at checkout.

For international orders, the customer may be required to pay local import duties, VAT, taxes, customs clearance fees, brokerage fees and other local charges before receiving the package.

These charges are not refundable by DeTour Audio / EarMen LLC.

If a customer refuses to pay required import duties, VAT, taxes, customs fees or brokerage fees, the package may be returned, held, delayed or abandoned by the courier or customs authority.

In such cases, the customer may be responsible for the original shipping cost, return shipping cost, courier storage fees, customs-related costs, payment processing fees and any other direct costs incurred by DeTour Audio / EarMen LLC.

REFUSED, UNCLAIMED OR UNDELIVERABLE PACKAGES

Customers are responsible for providing a complete and correct shipping address, email address and phone number at the time of purchase.

If a package is refused by the customer, not collected, returned because of unpaid import charges, or cannot be delivered due to incorrect or incomplete shipping information, the customer may be responsible for:

• Original shipping cost
• Return shipping cost
• Re-shipping cost
• Courier storage fees
• Customs-related costs
• Payment processing fees
• Any other direct costs related to the failed delivery

Packages refused, abandoned or not collected by the customer are not eligible for a full refund.

Any approved refund will be reduced by the costs listed above, where permitted by law.

DAMAGED PACKAGES

If a package arrives visibly damaged, please contact us as soon as possible at support@detour-audio.com.

Please include:

• Order number
• Photos of the outside packaging
• Photos of the shipping label
• Photos of the product and accessories
• A short description of the damage

Customers should keep all packaging materials until the issue has been reviewed.

Do not dispose of the shipping box, inserts, protective materials or labels, as they may be required for courier inspection or insurance claims.

LOST PACKAGES

If tracking shows that a package has not moved for an unusually long time, please contact us at
support@detour-audio.com.

We may need to open an investigation with the courier or shipping partner.

A package is not considered lost until the courier or shipping partner confirms it as lost.

Refunds or replacements for lost packages may only be issued after the shipping investigation is completed, unless otherwise required by applicable law.

ORDER TRACKING

Tracking information will be sent automatically when available.
Please check your spam or junk folder to make sure you receive tracking updates.
Tracking updates may take time to appear after the shipping label is created.

For order-related questions, please contact us at orders@detour-audio.com.

MULTIPLE SHIPMENTS

Some orders may be shipped in multiple packages, especially if products are supplied from different warehouses, brand partners, distributors or fulfillment partners.

In such cases, the customer may receive more than one tracking number.

Shipping charges, delivery times and customs processing may differ between packages.

SHIPPING RESTRICTIONS

We reserve the right to refuse, cancel or limit shipment to certain countries, regions, addresses, freight forwarders, PO boxes or locations where delivery is not available, unsafe, restricted, unusually expensive or legally prohibited.

Some products may not be available for shipment to certain countries due to manufacturer restrictions, warranty limitations, courier restrictions or local regulations.

If we cannot ship an order to the provided address, we will contact the customer using the email address provided at checkout.

CHANGE OF SHIPPING ADDRESS

If you need to change your shipping address, please contact us as soon as possible at orders@detour-audio.com.

We cannot guarantee that an address can be changed after the order has been processed, packed, shipped or assigned a tracking number.

If a package is already in transit, address changes may not be possible or may involve additional courier fees.

Any additional fees caused by address changes may be the responsibility of the customer.

OUTLET, DEMO, B-STOCK AND USED PRODUCTS

DeTour Audio sells outlet products, including open-box, demo, clearance, B-stock, refurbished and used/pre-owned items.

Such products may have different packaging, accessories, cosmetic condition or handling history, as described on the product page.

Customers should review the product condition and included accessories before placing an order.

Condition details stated on the product page are not considered shipping damage or product defects.

CONTACT INFORMATION

For order and shipping questions:

orders@detour-audio.com

For damaged packages, lost packages or delivery issues:

support@detour-audio.com

For general questions:

info@detour-audio.com