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Customer Service

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Customer focus

Our success is positive emotions and joy of our Customers. In order to achieve this we focus on the following core values:

Quality
We constantly develop our products: introduce new and better solutions, improve wire characteristics, make new revisions of best selling cables and connectors.
Speed
Our customers are able to get their hi-end cables just in several days since the order is placed.
Satisfaction
We are here to help and guide you, provide valuable advises, elaborate more details on products we offer and setups they will be used in.

Payment

We accept payment via credit/ debit cards. Also you could pay via PayPal as it’s one of the most secure payment methods nowadays. As such, we do not collect nor store any of customers’ financial information. We do accept bank transfers in eur currency (IBAN) as well.

Delivery

Our cables are made and shipped from EU. Tracking number is provided once order is completed. All parcels could be tracked on 17track.net.

Delivery fees do differ as some cables are considerably heavier and bulkier than others.

All orders are normally made and shipped within a week time from the date of purchase (plus time for Burn in services if they are selected). If more time is needed, we always notify our customers in advance.

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Shipping time may vary:
– for EU destinations registered mail usually takes 1-2 weeks;
– for USA and Asia registered mail takes approximately 3-4 weeks;
– for Australia, Canada and Mexico it might take around 4-5 weeks.
EMS is a bit faster option. For some EU destinations we offer DPD courier (3-6 business days delivery). We do also offer UPS express service which is the fastest and most reliable option (1-4 days worldwide delivery).

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We cannot be responsible neither for delivery time & delays as it’s beyond our control, nor for lost packages. We encourage to choose UPS express delivery option as it is more secure and fast.

Returns

Since every cable is unique and made based on customer’s requirements, we do not accept returns as such. We have over 100 of products in the shop with total count of variations more than 20 thousand.

Warranty

All cables offered in the shop are hand made products. Every single cable is double checked before sending to the customer.

Since the cables are not bullet proof and are not made from solid steel, they could fail if not treated carefully. There is no warranty on the cables as such, nevertheless if a particular cable will stop operating within a year time since the date of purchase, it will be fixed and shipped back asap for free in case it was not misused (example: cut/ torn or chewed by a dog or deliberately bent 180 degrees back and fourth in one place multiple times until silver is damaged). In case a particular cable is damaged or “improved” by a cat, for instance, small repair fee will be applied.