• Shipping policy

Shipping policy

Shipping Policy

Shipping Policy

Last updated: August 22, 2026

Thank you for shopping with LHY Audio. This Shipping Policy explains our order processing times, estimated delivery times, international shipping arrangements, and the allocation of duties, taxes, and other delivery-related charges.

1. Order Processing

In-stock orders are normally processed within 1–3 business days after the order is placed and payment is confirmed.

Business days exclude Saturdays, Sundays, and public holidays observed at our fulfillment location.

Pre-order items, made-to-order products, customized products, or temporarily out-of-stock items may require additional processing time. Where applicable, the estimated processing or shipping date will be stated on the product page, in the order confirmation, or communicated to the customer separately.

During product launches, promotional periods, public holidays, or periods of unusually high order volume, processing may take longer than usual. We will contact you if a significant delay is expected.

Once your order has shipped, you will receive a shipping confirmation email containing the available tracking information.

2. Order Details, Changes, and Cancellations

Please review your shipping address, recipient name, telephone number, email address, voltage selection, product configuration, and other order details carefully before completing your purchase.

Requests to change or cancel an order must be submitted before the order is shipped. We will try to accommodate such requests, but changes or cancellations cannot be guaranteed once processing has started.

After a parcel has been handed over to the carrier, we may be unable to change the delivery address. Any address-correction, rerouting, redelivery, or return charges resulting from incorrect or incomplete information may be the responsibility of the customer.

LHY Audio is not responsible for delivery delays or additional charges caused by inaccurate, incomplete, or outdated recipient information supplied by the customer.

3. Shipping Destinations and Availability

LHY Audio ships to most countries and regions worldwide.

However, shipping availability may be limited by:

  • Carrier service coverage;
  • Customs or import restrictions;
  • Trade or sanctions regulations;
  • Remote-area limitations;
  • Restrictions applicable to particular products or destinations;
  • Local requirements concerning the recipient, importer, tax number, or import permit.

Available shipping services and applicable shipping charges are normally shown at checkout.

Free-shipping eligibility, where available, is determined by the destination, order value, product type, and the shipping terms displayed at checkout.

If we cannot ship an order to the address provided, we will contact the customer before shipment to discuss an alternative arrangement or cancellation.

4. Carriers

We may use DHL, UPS, FedEx, postal services, local delivery partners, specialist cross-border logistics providers, or another suitable carrier, depending on the destination and the contents of the order.

The carrier shown in the order confirmation may refer to the final-delivery carrier rather than every logistics provider involved in the shipment.

LHY Audio reserves the right to select or change the carrier when reasonably necessary to improve delivery, customs clearance, service availability, or shipment security.

If a change of carrier or logistics route would materially affect import-duty support expressly confirmed in writing for an order, we will notify the customer before shipment and discuss an available alternative arrangement or cancellation for a refund.

5. Estimated Delivery Times

Delivery normally takes approximately 7–15 business days after dispatch, depending on the destination and shipping service.

The stated delivery period is an estimate rather than a guaranteed delivery date. Delivery may take longer because of circumstances including:

  • Customs inspections or clearance delays;
  • Carrier delays;
  • Flight or transportation disruptions;
  • Public holidays;
  • Severe weather or natural events;
  • Remote-area delivery;
  • Incorrect or incomplete recipient information;
  • Requests for additional customs documents;
  • Import restrictions or local regulatory requirements;
  • Events outside the reasonable control of LHY Audio.

Processing time and delivery time are separate. The estimated delivery period begins when the order has been dispatched, not when the order is placed.

6. Tracking

Tracking information will normally be provided by email after shipment.

Because some orders travel through multiple international logistics networks, tracking information may not update immediately or may temporarily stop updating while the parcel is:

  • In international transit;
  • Awaiting customs clearance;
  • Being transferred between carriers;
  • Waiting to enter the destination country or region.

A temporary lack of tracking updates does not necessarily mean the parcel has been lost.

For assistance with tracking, please contact us at qi@lhy-audio.com and include your order number.

7. Import Duty Support

7.1. Availability and Order-Specific Confirmation

To make international purchases easier, LHY Audio offers import-duty support for most destinations we currently serve as part of our customer-care efforts. When this support is expressly confirmed in writing for a particular order, eligible standard import duties are normally paid by LHY Audio or arranged through our appointed carrier or logistics provider, so customers generally should not need to make a separate payment for those confirmed duties upon delivery.

Import-duty support is not available for every country, region, or order. When LHY Audio considers offering support for a particular order, its potential availability is assessed before shipment and depends on the destination, product, shipment value, product classification, carrier, logistics route, and applicable local customs policies and practices. Local customs authorities retain final authority over classification, valuation, clearance requirements, and any duties, taxes, or fees assessed.

Our product pages and checkout do not indicate whether import-duty support is available for a particular order. The absence of an import-duty support label, a separate duty line, or another indication on a product page, at checkout, or in a routine order confirmation neither confirms nor rules out support. If import-duty support is important to your purchase decision, please contact us before ordering and we will be happy to check the potential arrangement for your destination.

Only an express written confirmation issued by LHY Audio for a specific order establishes a confirmed type and scope of import-duty support.

7.2. Scope and Customer-Care Nature of the Support

Where import-duty support has been expressly confirmed in writing for a specific order, it is limited to the standard customs import duties assessed through the normal import-clearance process and falling within the confirmed scope.

Import VAT, GST, HST, PST, sales tax, use tax, consumption tax, customs-clearance or brokerage fees, and any other local tax, fee, or charge are not part of import-duty support and will not be paid by LHY Audio under this arrangement. These amounts are the responsibility of the customer. Where applicable law requires LHY Audio to collect and remit a particular tax, that tax is handled separately and does not become part of import-duty support.

If import-duty support has not been expressly confirmed in writing for a specific order, standard customs import duties and all other import-related charges remain the responsibility of the recipient unless LHY Audio later chooses to provide voluntary customer-care assistance or applicable law requires otherwise.

Import-duty support is a customer-care arrangement intended to simplify international purchasing. It does not create a general obligation for LHY Audio to pay every duty, tax, fee, or reporting obligation that may apply in the customer's jurisdiction. It also does not make LHY Audio the importer of record except where required by applicable law or expressly agreed in writing for a specific order.

Separately, and even where support was not confirmed in advance, LHY Audio may at its discretion offer payment, reimbursement, or other assistance in relation to a standard customs import duty as a voluntary customer-care gesture. Any decision to offer such assistance is voluntary. Once confirmed in writing, the assistance applies only to the order concerned and does not change the scope of import-duty support or create an entitlement or precedent for any other order or destination.

7.3. Customs Information, Local Taxes, and Calculations

LHY Audio will provide commercially accurate product descriptions, customs classifications, country-of-origin information, and declared values as required by applicable law. We will not intentionally declare false product information or an unlawful customs value at a customer's request.

Where applicable law requires LHY Audio to collect and remit a local sales or consumption tax, the tax may be calculated and collected at checkout. Any such legally required collection and remittance is separate from import-duty support. Customers remain responsible for taxes, fees, reporting obligations, and payment obligations imposed directly on them by their local jurisdiction, except to the extent applicable law requires LHY Audio to collect and remit a particular tax.

For orders shipped to the United States or Canada, state, local, provincial, territorial, sales, use, and consumption taxes are not included in import-duty support and remain the responsibility of the customer, except where applicable law requires LHY Audio to collect and remit a particular tax.

Any duty or tax calculation used by LHY Audio or our logistics provider is based on information available at the time of shipment, including:

  • Product classification;
  • Declared customs value;
  • Country or region of origin;
  • Destination;
  • Applicable tariff rates;
  • Current customs and tax regulations.

Actual assessments may differ from estimates because customs authorities make the final determination. For an order with import-duty support expressly confirmed in writing, any difference in standard customs import duties will be reviewed against the type and scope of support confirmed for that order.

7.4. Unexpected Customs Payment Requests

For an order with import-duty support expressly confirmed in writing, customers generally should not be required to pay the standard import duties included in that confirmed support upon delivery. However, customs authorities or carriers may occasionally send a payment request because of a processing issue, classification review, documentation request, or system error.

Any customer who receives an unexpected customs payment request may contact LHY Audio so that we can help review the nature of the charge. Submitting a request for review does not mean that the charge falls within import-duty support. Please:

  1. Do not immediately refuse or abandon the parcel;
  2. Contact LHY Audio as soon as possible;
  3. Send us the official customs notice, carrier invoice or payment request, and your order number; and
  4. Wait for our written instructions whenever the carrier's deadline allows.

We will review the request promptly. After verification, where a charge is a standard customs import duty falling within the type and scope of import-duty support expressly confirmed in writing for that order, LHY Audio will provide a reasonable resolution consistent with the confirmation. Depending on the circumstances, this may include coordinating payment with our logistics provider, approving reimbursement, or offering another customer-care resolution. Any approved reimbursement requires an official invoice or receipt.

If support was not expressly confirmed in writing and the charge is a standard customs import duty, any payment, reimbursement, or other assistance is considered only at LHY Audio's discretion as a voluntary customer-care gesture.

If the charge is import VAT, GST, HST, PST, sales tax, use tax, consumption tax, a customs-clearance or brokerage fee, or otherwise outside the scope of import-duty support, the charge remains the customer's responsibility. LHY Audio may, at its discretion, provide administrative assistance in reviewing the charge or communicating with the carrier, but such assistance does not include payment or reimbursement as import-duty support. Discretionary assistance does not create an obligation, entitlement, or precedent for that or any other order or destination.

7.5. Charges Not Included

Import VAT, GST, HST, PST, sales tax, use tax, consumption tax, and other taxes outside standard customs import duties are not eligible for reimbursement as import-duty support. Where applicable law requires LHY Audio to collect and remit a particular tax, that tax is handled separately from import-duty support.

Import-duty support does not include:

  • Import VAT, GST, HST, PST, sales tax, use tax, consumption tax, or similar taxes;
  • Taxes that the customer must self-assess, report, or pay directly to a local tax authority;
  • Local sales, use, provincial, territorial, business-use, resale, registration, environmental, recycling, or similar taxes or fees;
  • Special inspection, testing, certification, registration, or permit fees;
  • Customs-clearance or brokerage fees charged by a carrier, logistics provider, or customs broker;
  • Commercial import licensing or importer-registration expenses;
  • Storage or warehouse charges caused by delayed customer response;
  • Redelivery, rerouting, or address-correction charges;
  • Remote-area or exceptional-area surcharges not expressly included in the order;
  • Penalties, fines, or interest imposed by customs or tax authorities;
  • Costs resulting from false, inaccurate, or incomplete information supplied by the customer;
  • Costs caused by failure to provide requested identification, tax numbers, importer details, or customs documents;
  • Charges caused by refusal to cooperate with reasonable customs-clearance requirements.

7.6. Changes Affecting the Support

Unexpected changes in tariffs, customs rules, trade measures, import restrictions, carrier arrangements, or logistics routes may affect the availability or scope of import-duty support. Availability is assessed before shipment using the conditions then in effect. If we become aware before dispatch that support expressly confirmed in writing for an order is unavailable or has materially changed, we will contact the customer to discuss an available alternative arrangement or cancellation for a refund before shipment.

Where neither import-duty support nor separate voluntary assistance has been expressly confirmed in writing, LHY Audio may decide before shipment whether to offer, change, or withdraw a potential customer-care arrangement based on the circumstances then in effect. This does not change the recipient's default responsibility for import duties, taxes, fees, and other import-related charges.

If an exceptional surcharge becomes known before shipment, we will normally notify the customer before proceeding.

8. Customs Clearance Information and Customer Cooperation

Depending on the destination and carrier, the recipient may be required to provide information or documents for customs clearance, including:

  • Full legal name;
  • Telephone number;
  • Email address;
  • Identification details;
  • Tax number;
  • Importer number;
  • Proof of purchase;
  • Confirmation of the intended use of the product;
  • Other information legally requested by the customs authority or carrier.

The customer must provide accurate information within a reasonable time.

LHY Audio is not responsible for delays, storage charges, returns, confiscation, or other costs resulting from the customer's failure to provide legally required information or cooperate with customs clearance.

9. Remote-Area Charges

Certain addresses may be classified as remote or extended-service areas by the carrier.

Where possible, remote-area charges will be included in the shipping price shown at checkout. If a significant additional charge is identified after the order has been placed, we will contact the customer before shipment.

The customer may choose to:

  • Pay the additional charge;
  • Provide an alternative deliverable address; or
  • Cancel the order for a refund before shipment.

10. Failed Delivery, Refusal, and Returned Parcels

The customer is responsible for monitoring the tracking information and making reasonable arrangements to receive the parcel.

A shipment may be returned, stored, abandoned, or destroyed if:

  • Delivery is repeatedly unsuccessful;
  • The address or telephone number is incorrect;
  • The recipient cannot be contacted;
  • The recipient refuses the parcel;
  • The recipient fails to provide required customs information;
  • The recipient fails to collect the parcel within the carrier's stated period.

Unless the refusal or failed delivery was caused by an error made by LHY Audio or by a failure to provide import-duty support expressly confirmed in writing for that order, the shipment may be treated as a customer-initiated return.

Where permitted by applicable law, the following actual costs may be deducted from any refund:

  • Original outbound shipping;
  • Return shipping;
  • Storage;
  • Address correction;
  • Customs charges;
  • Brokerage;
  • Handling;
  • Duties and taxes that are not recoverable by LHY Audio.

No deduction will be made for duties, taxes, customs charges, brokerage, or other costs to the extent they resulted from LHY Audio's failure to provide import-duty support expressly confirmed in writing for that order.

If the parcel is abandoned or destroyed because the customer did not cooperate with delivery or customs clearance, a refund may not be available to the extent permitted by applicable law.

This section does not limit any mandatory consumer rights that cannot legally be excluded.

11. Lost or Delayed Shipments

A parcel is not considered lost solely because tracking has not updated for several days.

If the tracking has not updated for an unusually long period or the carrier confirms that the parcel may be lost, please contact us at qi@lhy-audio.com.

We will open an investigation with the carrier. Depending on the investigation result and applicable law, LHY Audio may provide:

  • A replacement shipment;
  • A refund;
  • Another reasonable resolution agreed with the customer.

Carrier investigations may require additional time, and a replacement or refund may not be issued before the carrier has completed the investigation unless required by applicable law.

12. Delivered but Not Found

If tracking shows that a package has been delivered but you cannot locate it, please:

  • Check the delivery address in your order;
  • Check with household members, reception staff, neighbors, or building management;
  • Check any safe place or parcel locker used by the carrier;
  • Contact the local carrier;
  • Notify LHY Audio promptly.

We will assist with a carrier investigation where appropriate, but we cannot guarantee reimbursement when the carrier provides valid proof of delivery to the address supplied by the customer.

13. Damaged Parcels or Missing Items

Please inspect the parcel and products as soon as possible after delivery.

If the package arrives damaged, opened, or with items missing, contact us promptly and preferably within 7 calendar days of delivery.

Please provide:

  • Your order number;
  • Photographs of the outer shipping carton;
  • Photographs of the shipping label;
  • Photographs of the internal packaging;
  • Photographs or video showing the damage or missing contents;
  • Any damage report or notice supplied by the carrier.

Please retain all packaging materials until the claim has been resolved, as the carrier may require inspection.

Reporting within seven days helps us submit a carrier claim but does not reduce any mandatory legal rights available to the customer.

14. Events Beyond Our Reasonable Control

LHY Audio is not responsible for delays caused by events outside our reasonable control, including customs actions, carrier disruptions, industrial disputes, natural disasters, severe weather, war, civil disturbance, government action, public-health emergencies, transportation shortages, or interruptions to international logistics.

Where such an event occurs, we will make reasonable efforts to provide available updates and find a practical solution.

15. Changes to This Policy

LHY Audio may update this Shipping Policy to reflect changes in our logistics arrangements, carrier services, customs procedures, tax rules, or applicable laws.

The version applicable to an order will generally be the version published when the order was placed, unless a change is required by law or is more favorable to the customer.

16. Contact Us

For shipping, tracking, customs, duty, or tax questions, please contact:

Email: qi@lhy-audio.com

Please include your order number and any relevant tracking or customs documents so that we can assist you efficiently.