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Policy

Shipping & returns

Last updated June 2026

FREQ Acoustic Labs is a portfolio concept, so nothing here actually ships and no payment is ever taken — but the policy below is written exactly as it would read if the brand were real. We build for the listening, and that includes the part after checkout: how your gear travels, how you live with it, and how we make it right if it isn't. Hear the whole signal — then take your time deciding whether it stays.

Shipping methods & costs

Every order ships tracked and insured from the moment it leaves the lab. Pick the speed that suits you at checkout — ground is on us, always.

Free-shipping promo codes LISTEN, SIGNAL and FIRSTPLAY apply to Express and International too, knocking the upgrade down to zero.

  • Insured Ground — FREE. 3-5 business days. Tracked, insured, and carbon-offset.
  • Express — $24. 1-2 business days. Signed-for on delivery.
  • International — $42. 7-14 business days. Duties and taxes collected at delivery (see below).

Tracking your order

The moment your gear is packed, you get a tracking number by email and a live status in your order page. Ground and International are fully tracked end to end; Express adds a signature on the doorstep.

Orders are picked and dispatched on business days. You'll see the carrier hand-off, transit checkpoints, and an estimated arrival window — no guessing where your sound is.

The 30-day home audition

Specs only tell you so much. Every order comes with a 30-day home audition — live with it on your own gear, in your own room, on the music that matters to you.

If it's not the one, send it back. Return shipping is free, and you get a full refund. No restocking fees, no audition fees, no questions about why.

Returns & refunds

Start a return from your order page within 30 days of delivery and we'll email you a prepaid, insured return label. Pack the gear with its included pads, tips, and cables so it arrives the way it left.

Once it's back with us and checked in, your full refund goes to the original payment method — typically within a few business days of arrival. We'll confirm by email at every step.

International duties & taxes

International orders ship for a flat $42 and arrive in 7-14 business days. Import duties, VAT, and any local taxes are not included in that price — they're assessed by your country and collected by the carrier at delivery.

Amounts vary by destination and order value, so check your local thresholds before you buy. If you return an international order within the audition window, your FREQ refund is full; any duties already paid are recoverable from your customs authority, not from us.

Warranty & replacement parts

Coverage is built in, parts and labour included. We keep the consumables in stock for a model's full life plus a decade after — so a worn headband never means a dead pair of headphones.

Limited editions go further: the Obelisk speaker carries a lifetime driver-rematch guarantee, so its sound stays true for as long as you own it.

  • 3 years on transducers and electronics — parts and labour included.
  • 2 years on batteries.
  • Replacement pads, ear tips, cables, and headbands stocked for the life of a model plus 10 years.
  • Limited editions (e.g. the Obelisk): lifetime driver-rematch guarantee.

FREQ is a portfolio concept piece. No products are for sale and no policy here is a binding commercial agreement.