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When will my order ship?

For all in-stock NuPrime Audio and Encore Audio orders within North America, your order will ship within two business days, direct from our warehouse located in California. Should your order not be in stock we will ship directly from our factory in Taiwan. We will send you an email confirmation when your order has shipped.

How do I return my unit for repair or refund?

  1. Please create a help desk ticket: https://nuoem.com/helpdesk

  2. A verification email with your Help Desk ID will be generated by the help desk so please check your email including your junk mail folder to confirm receipt.

Please ensure that your return address is marked on the package and you use a courier with tracking and insurance. We cannot be held responsible for loss or damage when returning equipment for repair or refund. Please note that Sonic Unity will accept returned goods within 30 days, provided the item is undamaged, comes complete with all accessories and documentation, and remains in the original packaging. Shipping costs are at the customer's expense, and refunds will be subjected to a 10% restocking fee. No returns will be accepted after 30 days. Please allow approximately one week for testing and refund processing. Certain conditions may require additional time for processing.

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