7HZ x Crinacle Zero: 2

Shipping FAQ

Which countries do you ship to?

We are generally able to ship to most countries via DHL Express, and many countries via Standard Shipping. You may clarify with our team to see whether Standard Shipping is available to your country.

*Note: We can only do Standard Shipping for the UK, India and Russia. We can only do Express Shipping to Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few.

How much does shipping cost?

We have two shipping methods - Standard Shipping and Express Shipping.Standard Shipping is free for most countries, while Express Shipping via DHL Express is 10-50 USD depending on your country. If your order is over 269.99USD, DHL Express Shipping is free*.*For some countries, Express Shipping is only free for orders above $299 USD. Large items such as headphones (e.g. HarmonicDyne Zeus, Gold Planar GL2000, etc.) are exceptions. For large items, Express Shipping is free only for orders over $499.99 USD.Shipping fees exclude import taxes or processing fees that might be applicable for your country. Linsoul is not responsible for any form of such fees.

How long does it take to receive the order after it is placed?

For in-stock products, your order will be shipped within 3 working days. You may check with our staff regarding the in-stock status of any products.

Customized items will take a longer time. Please contact our staff for more information.

On normal non-sale days, once your parcel has been shipped out:

•For Standard Shipping, it takes about 2-3 weeks for items to be delivered after shipping out. For some countries, it might take up to 2-3 months, depending on your country and its customs. The duration for transit is something beyond our control. Linsoul will not be making refunds for such cases. Please consider an upgrade to DHL Express or keep the waiting time in mind.

•For Express Shipping, it takes about 3-7 days for items to be delivered after shipping out.

*Note: Timings might be affected due to festive seasons or other unforeseen circumstances

What happens if the parcel has been shipped but not delivered?

•First, kindly contact your local courier using the local tracking number.If your parcel were to be in transit for at least 3 months, it may have been lost in transit.For orders below $50USD, you may either opt for a one-time reshipment of parcel OR a full refund of the amount paid in cash via PayPal/Credit/Debit card.For orders above $50USD, we will only process a 50% refund of your order paid in cash via PayPal/Credit/Debit card. Should there be any concern about Standard Shipping, you are encouraged to opt for DHL Express Shipping instead.

•Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:

•Wrong address or phone number provided by recipient

•Recipient was uncontactable when courier company contacted

•Refusal to sign for the package by recipient

•Lost or damaged parcel because recipient opted for “no-signature delivery”

•Refusal to pay for the local tax/processing fee by recipient

•Refusal to provide supporting documents for custom clearance by recipient

Who will pay for the import tax/custom fees

Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.

Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost. Linsoul will only refund the amount of your order after deducting the shipping cost incurred.

How do I get help for my order?

For faulty/missing items, please send an email to support@linsoul.com to process warranty. In your email, please choose an appropriate Subject Title. Kindly include your Order Number, and state your issue clearly. Please also attach photographs/videos as “proof”, if any. Our team aims to review your email within 3 working days.

For other queries, the fastest way to contact us is via our website or Discord

Do I get tracking details for my order?

After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.

What shipping companies do you use?

We collaborate with these courier companies:Standard Shipping: 4PX, Yanwen and Yun ExpressExpress Shipping: DHL Express , FedEx and SF Express

Last updated: 1 August 2025

Contact - Linsoul Audio - Checkout

Last updated: 5 August 2025

Return Policy

7-Day Return Policy

You may return any non-customized and non-sales product that is sealed, within the 7 days upon receiving it. For items that are damaged, incorrect, or faulty upon delivery, Linsoul will assess the issue and provide a solution accordingly. We will either provide an exchange, a replacement or a repair service of the item(s), depending on the problem encountered. Please contact support@linsoul.com within the 7 days.

For products that have been opened within the first 7 days upon delivery, a restocking fee (35% of the item’s retail value) will be charged if returned.

This also applies to products that have been opened but are still functioning properly. Please contact support@linsoul.com to process your request. After receiving and confirming that the item is in good condition, we will notify you by email, and the remaining amount—after deducting the 35% restocking fee from the price you paid—will be reimbursed to your original payment method (PayPal or Credit Card) within 3–5 business days. Please note that PayPal or your bank may require additional time to process the refund after we have issued it.

Refund Method Options:For eligible returns or cancellations, customers may choose between:

•A refund to the original payment method (e.g. PayPal or Credit Card), or

•Store credit, which can be used for future purchases on Linsoul.com

Customers are encouraged to email support@linsoul.com to indicate their preferred refund method. If no preference is provided within 48 hours of confirmation, the default refund will be issued as store credit.

Store credit may also be prioritized during certain promotional periods, final-sale events, when the products are heavily discounted (i.e. 40% or more off retail price), or when requested by the customer. If you have any questions, feel free to reach out to our support team.

**Note: All customized products (including faceplate designs) are non-refundable and cannot be returned to Linsoul. This also applies to items such as carry cases, cables, ear tips and other accessories, due to hygiene purposes. For CIEMs, customers who still face any discomfort after trying theirs for a few days should inform us within 1 month after receiving the product. A free re-fit service will be offered for the first time. We would also require a new set of ear impression with the best fit again. Photographs of the new ear impression would also be required for approval. Re-shell service for CIEM to UIEM is not available.

**Note: If one of the items in the package is defective/incorrect/missing (e.g. ear tips, carry case and etc.), a refund or replacement will be done only for that particular item, depending on the particular situation.

Warranty Policy

Definition of Warranty

Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.

*Warranty is not applicable or has limited coverage under certain circumstances. Please refer to the segment below.

Warranty Period

Linsoul offers a 1-year warranty coverage for our products (excluding carry cases, ear tips and other accessories). Linsoul offers a 3-month warranty for cables and adapters. Please contact us via support@linsoul.com , should you encounter any issues.

To check the warranty status of the item purchased and whether warranty is claimable, non-original buyers would have to inform us about it. Details such as the order number of the item, non-original buyer's personal contact details and shipping address would be required.

Defective Products

Linsoul Warranty covers any factory defects that might affect the proper functionality of your purchase. It does not cover any man-made damage due to human error, negligence and etcetera (please read the following paragraph for more details).

If your product is defective, please follow the instructions:

•Send an E-mail to support@linsoul.com with an appropriate Subject Title

•Provide your order number and state your issue clearly

•Attach photos and videos to show that your product is faulty

Once we have confirmed that your item is defective, a replacement unit will be sent to you. We may require you to return the defective unit to Linsoul in exchange for a replacement.

Linsoul will cover the shipping cost for defective items within the first 7 days upon delivery, and reship the replacement unit to you. Linsoul will not cover the shipping cost for customers who opt for a full refund instead.

Items claimed to be faulty after 7 days have to be shipped back to Linsoul for us to check for any factory defects. Linsoul Audio will not be covering the shipping cost. We will only cover the repair/replacement and return shipping (excluding any possible local tax/import/processing fees).

*Note: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@linsoul.com . Failure in doing so and worsening the condition of the product may limit or void your 1-year warranty.

Incorrect / Missing Item(s) Upon Delivery

Upon receiving your parcel, please confirm the contents of the package and ensure that it is in good condition before signing for it.

If your product is defective, please follow the instructions:

•Send an E-mail to support@linsoul.com with an appropriate Subject Title

•Provide your order number and state your issue clearly

•Attach photos and videos to show that your product is faulty

Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For incorrect products, Linsoul will decide whether or not you need to return the wrong item. We will either provide you with a shipping label or reimburse you the shipping fee after receiving and checking that the product is working well.

Warranty Not Applicable When:

•Damage of product is due accidents, user negligence, dismantling, waterlog, mishandling, mismanagement, abuse, improper installation, vandalism or modifications.

•Products are prize items or from giveaways.

•Products are not purchased from https://Linsoul.com (i.e. AliExpress, crowd-funding campaigns, Amazon and etc.).

•Products wear and tear over time, including cosmetic changes such as a change in colour.

•Users do not follow the “User Guide”, instructions or other additional safety, use, or warnings included in the product materials.

•Products are used commercially.

•Unsupervised use of product by children under 18 years of age.

•Products become faulty due to poor weather conditions or any natural disaster.

•Products stolen or gone missing.

Warranty Limited Coverage When:

•Products are heavily discounted (i.e. 40% or more off retail price) or are review units.

•Products have been modified or repaired by people not authorized by Linsoul.

Limited warranty coverage means that a faulty product with a manufacturing issue may still be repaired, provided that the product purchased is still under the warranty period.However, buyers would have to cover the shipping fees incurred. Buyers may also have to pay for the repair fees, if the issue is due to other reasons e.g. user mismanagement. For such cases, Linsoul will normally check with the manufacturers for a quotation of the repair fees beforehand. However, for some cases, the manufacturers may only be able to do so after retrieving and inspecting the faulty unit. Please kindly enquire this with us. Thank you.

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