Introduction Part
This shipping policy has been compiled to inform customers on shipping terms & conditions, return & refund guidelines to ensure better customer service and experience about products manufactured by Sonr Inc., 220 East 23rd Street #400 New York, NY 10010.
Shipping terms & conditions
Once you place an order for a product in stock, we begin processing it immediately. The packaging process typically takes 1-2 working days. Afterward the order is handed over to the shipping company to arrange shipment.
In case you would like to cancel your order, please note that cancellations are only possible within 24 hours of placing the order. Contact us promptly if you need assistance with cancellation infomusic@sonr.pro.
In case of placing the order of product on pre-order stage, you acknowledge that the shipping process for your order commences after the pre-order end date.
Order tracking
After your order is sent, you should receive an official email from our team with the subject line "SONR Team – Your order is in transit".
This email contains your unique tracking number. Copy this number and visit the following website: https://www.17track.net/en. Paste your tracking number into the tracking system and press the "TRACK" button. This will display the latest updates on your order status.
If you see that your tracking is ‘frozen’ or is not updated in a week, please contact our Support Team at infomusic@sonr.pro.
“Not Found” Tracking Status
If the tracking doesn’t show any updates or is blank, there may be a delay with your tracking being updated, but it should update soon.
If the tracking status of your package is not updated after a few days, please contact our Support Team at infomusic@sonr.pro and we will check it for you.
“Pick-up” Tracking Status
If the tracking information for your parcel has been updated to "Pick up" status, it means that your parcel has arrived at a pickup location or a nearby distribution center. If your order is shipped with an express courier service, such as DHL, it is the customer’s responsibility to assist customs with the customs clearance procedure.
Please pay attention to the pickup instructions provided by the carrier and keep your mobile phone available at all times, as the carrier may call you before delivering your parcel to your address.
If the carrier fails to deliver the package to your address, it is the customer’s responsibility to contact the local post office to inquire about the possibility of redelivery or to pick up the package themselves.
You have up to 10 days to collect your parcel from the local post office. If you fail to pick up your parcel within this period, it will be returned to the courier's overseas warehouse.
In case you were not contacted by the courier for a few days after your tracking status is “available for pick-up”, please contact our Support Team at infomusic@sonr.pro, and we will provide you with the contact information of your local courier company.
Changing Shipping details or order
When you place your order, please check the shipping address carefully as it can affect the delivery of your package. The courier can return the package if the shipping address is incorrect or incomplete.
If you would like to change shipping address or the details of the product after 2 days from placing the order, we can not guarantee that your order was not already shipped and it could be changed or reshipped to a new address.
If you noticed a mistake in your shipping address, please contact our Support Team at infomusic@sonr.pro immediately, and we will check the possibility of changing your shipping address. In case if the order was already shipped to the incorrect address, you can’t change your order. To receive a refund in this case you will need to receive the package at the original shipping address and return the device back to our warehouse address which our Support Team will share with you. Shipping cost and return shipping costs are not refundable in this case.
If you would like to change the items in your order, please contact our Support Team within 2 days from the date of order placement. Our team will check if the change can be applied upon your request. If there is no possibility to change the items in your order, you’ll need to receive the original order and then return it to our warehouse to receive a refund. After that you can re-order.
Package with “Returned” status
If your order was returned to the courier oversea warehouse by a delivery partner, it could be due to the following reasons:
In this case, please contact our Support Team at infomusic@sonr.pro and we’ll check if the carrier has reshipment service for your package. If the package was returned due to one of the reasons mentioned above and the carrier is unable to provide a reshipment service, the package is destroyed by the carrier and refund or replacement for your order cannot be provided. In this case you will have to place a new order.
Lost package
If after contacting your local post office, you are notified that your package was lost, you will have to request from the Post Office the official email confirmation that your package was lost and we will send you a new device.
Please note that in case if the Post Office indicates the “wrong shipping address” as a cause of the issue, we would not be able to send you a new package.
For any further details please contact our Customer Support Team at infomusic@sonr.pro.
Non-received order with status “Delivered”
One of the reasons for this case may be that the delivery courier has delivered the parcel to a safe place or to your neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbors as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Support Team at infomusic@sonr.pro and we will provide you with contact information of the local courier for further checking on the status of your package.
Customs charges and Import duties
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Return&Refund Policy
Our Return&Refund policy lasts 30 days. If 30 days have gone by from the day of delivery, we don’t accept returns and can’t offer you a refund.
Returning Unwanted Item
In case the purchased item does not meet your expectations, and you would like to request a refund, you have to return the item. You have 30 days from the day of delivery to return an item for a refund. We do not accept returns for unwanted items after 30 days from the day of delivery.
For a return, please contact our Customer Support team at infomusic@sonr.pro. Please note that we inspect all items before returning. We also require a receipt or proof of purchase.
Return items must be in the same condition you received them, including the original packaging with all enclosed items. SONR Inc reserves the right to request photos of the device and related accessories, as well as a short video demonstrating that the device is in working condition. Before sending the items back, please ensure they are adequately packed to prevent damage during transit.
As the parcel remains your responsibility until we receive it, we recommend obtaining proof of postage in case you need to follow up on your return. Please note that shipping cost and return shipping costs are non-refundable in this case.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. You will be refunded for the cost of the product. Shipping costs are not refundable in case of returns.
If you are approved, the refund will be processed using your original payment method. We aim to issue refunds within 14 days of receiving the returned item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again and contact your bank. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at infomusic@sonr.pro.
Returning a faulty or incorrect item?
If you receive a faulty or incorrect item, please contact our Customer Service Team before making a return. To request a refund or replacement for a faulty item, please send a warranty request to our email infomusic@sonr.pro. Our Customer Support team reserves the right to request additional details, including photos of the device and related accessories, and video evidence of the product's fault. SONR team also reserves the right to request a video call with a support specialist to diagnose the products.
Once all the necessary information is received, our technical team will investigate and provide the best possible solutions, including replacement of the faulty device. Customer Support team will request to return the defective device by sending the return address and making a refund for this shipment. SONR Inc will make a replacement and ship it at its own expense.
Please note that the device sent as a replacement is sent without accessories.
