WHEN WILL MY ORDER SHIP?

For all in-stock orders within North America, your order will ship within 3 business days. Should your order not be in stock we will ship directly from Nuprime factory in Taiwan (typically 3 days for processing and 5 days for FedEx/UPS/EMS international shipping). We will send you an email confirmation when your order has shipped.

HOW DO I CONTACT SUPPORT FOR PRE OR POST SALES QUESTION?

Please email sales@sonicunity.com or contact Katy at +1(425)765-0091‬, Sisters Service Center‭

HOW DO I REQUEST FOR REFUND?

Kindly email to sales@sonicunity.com with the following information provided: Order Number, Order Date and Product Name.

Please mark your return address on the package, and use a courier with tracking and insurance. We cannot be held responsible for loss or damage when returning equipment for 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. All Shipping costs are at customer’s expense, and refunds will be subjected to a 15% restocking fee. The restocking fee covers our original shipping cost (for free shipping orders), mark down, returned item handling, testing, and repackaging cost. The restocking fee is based on the published sale price and does not include additional discount that we offered to close the sales. Note that we typically mark down by 20% from published sale price for subsequent resale of returned item. The product must be returned in “like new” condition. No returns will be accepted after 30 days. Please allow approximately 1 to 2 weeks for testing and refund processing. Certain conditions may require additional time for processing.

NUPRIME AUDIO:
HOW DO I RETURN MY UNIT FOR REPAIR?

Please follow the following process:

  1. Create a Help Desk ticket at store.nuprimeaudio.com/helpdesk. A Help Desk Ticket will ensure that your support request is being monitored and we have a complete history of your problems.
  2. Include a sheet of paper with the Help Desk Ticket ID inside the shipping box. Do not write on the product packaging box.
  3. Send the item to the Service Center after receiving acknowledgment from the Help Desk. (Please make sure you get a confirmation from Help Desk BEFORE you ship so the support team is expecting the RMA)

Please mark your return address on the package, and use a courier with tracking and insurance. We cannot be held responsible for loss or damage when returning equipment for repair. 

  1. Register (optional) an account at b2b.nuprimeaudio.com
  2. Go to https://b2b.nuprimeaudio.com/warranty-registration/
  3. Keep a copy of your original sales receipt. If there is no other purchase or registration info, NuPrime Audio will rely on the item’s manufacturing date (which could be many months before it was purchased).