Shipping & Returns
Purchase in CH:
Products in stock are immediately delivered to the address specified by the customer. Otherwise a written confirmation with the expected delivery date will be sent to the customer.
Hidden Sound works in close cooperation with its suppliers and the inventory displayed in the online store is automatically adjusted.
Should a product nonetheless no longer be available no delivery will follow and Hidden Sound may withdraw from the contract. In this case the customer will be fully reimbursed.
The goods are delivered from Zürich. The Customer will receive a shipment price at checkout. Domestic shipments are sent by Swiss Post which takes 1 - 2 working-days. As soon as the shipment is released, we will send you a notification with a tracking number to the email provided in your order. Consignments are generally delivered within two working days (Mon–Fri).
In case that you will miss to pick-up the order or miss the timeframe given for pick-up, we will have to charge you any additional costs related to the process of returned/undelivered shipments. Please contact us if you expect a problem with the delivery timeframe. There are options to prolong the delivery time or to redirect to another address. We are happy to support you getting your goods delivered as fast and simple as possible.
Purchase outside of CH:
Please bear in mind that you will be charged with customs and import tax/duty fees that are based on the full purchase price, including freight. These are charges we cannot prevent. Any additional costs during the import process for customs, clearance and compulsory taxation at the delivery address specified by the customer will be borne by the customer.
The specified delivery times outside of CH are to be understood as a reference and cannot be guaranteed by us.
What is Hidden’s Return/Cancellation Policy?Unexpected situations arise and you may need to cancel your order - we completely understand that. However, we ask that you do your due diligence before purchasing a sound system to minimise the likelihood of returns. We have a customer support team dedicated to helping you make the best decision possible - please leverage that and don’t hesitate to reach out with questions, comments, or concerns.
The process for canceling your order depends on its status. In any case, the best thing to do is to start by email or chatting to our team to describe the issue you’re experiencing so that our tech support team can accurately diagnose and troubleshoot the issue, and offer you the most accurate solution. Our chat is the fastest solution way (on the bottom right of the screen), or the second fastest option is to send an email to firstname.lastname@example.org .
If your order is a pre-order (expecting to ship at a future date), you have up to 48 hours before the expected shipping date to cancel this order (the only fee that will be charged with all pre-order cancellations is a 3% credit card processing fee, the rest of the value is fully refundable). If the order is fulfilled or has a tracking number, unfortunately, return shipping will have to be paid by the customer as it’s too late.*Important to note: Even if you don’t receive a tracking number, your order may have already shipped from our warehouse. There is a 12-hour delay for this, hence please ask the A-Team and they will notify you of the status.When the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
2) In-Stock Orders or In-Transit Items
If the product you ordered is in stock, your order will be fulfilled within 1 hour of your order. After 1 hour, the order will be too late to cancel and will be shipped out. Please note that there is a 12-hour delay for you to receive the tracking number, regardless, the HIDDEN SOUND SET has already been picked, packed, and handed over to the courrier.
If the order has been shipped, the return shipping fee + 3% credit card processing fee will be deducted from the refund. If possible, refuse the shipment when the courier service attempts delivery. This will reroute the package back to our facilities. If this is not possible and the order must be delivered, please mention that in the comments of your Return Request and please make sure to not use the product (if used once, returns are not accepted). Our team will work with you to coordinate another means of returning the product. To submit your Return Request, please contact our support team by Live Chat or email at email@example.com.
When the product is returned, received, and inspected by our quality control team, the return shipping fees + credit card processing fee of 3% will be deducted from your refund and the balance will be credited back to your original method of payment.
3) You have received and used the HIDDEN SOUND SET , but would like to return it
Let us be very clear - we DO NOT accept returns of used products. Please leverage our A-Team, blog posts, or Youtube channel to educate yourself on the available options, before committing to a purchase. If the HIDDEN SOUND SET remains unused (brand new) and is within the 14 days of the date of delivery, our team will gladly help with this return process. You can submit a return request by contacting our support team by Live Chat or email at firstname.lastname@example.org. The same rates and fees mentioned above will apply for return shipping costs in (2).
If your HIDDEN SOUND SET is having issues and has been used, rest assured our warranty will likely cover your case. For more info regarding the warranty and claims process, please consult our Warranty Policy.
For any additional questions, feel free to reach out to our A-Team by Live Chat or email at email@example.com.
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