Support
Shipping, returns, warranty, fit and contact — answered short, linked to the source.
Orders & shipping
Where your order is, how long shipping takes, and what customs may add.
Returns & warranty
Starting a return, what the warranty covers, and registering your gear.
Ask the community
Fit, tips and comparisons — often answered fastest by other listeners.
Can't find what you're looking for?
The Kiwi Ears support team is ready to help. Replies normally land within 48 hours on working days — the team is in Shenzhen, Mon to Fri, GMT+8.
Dispatch times, which countries we ship to, and tracking.
Read the shipping policy →In-stock orders are dispatched within 3 working days. If you are not sure whether an item is in stock, ask us before ordering and we will check.
Shipping policy →Most countries by Express Shipping, and many by Standard Shipping. Standard availability varies, so check with us for your country.
Shipping policy →No. We cannot deliver to PO box addresses, so please give us a street address.
Shipping policy →Your dispatch email carries the tracking number. If it has not arrived, email us with your order number and we will resend it.
Contact support →What can go back, who pays the postage, and when the money lands.
Read the return policy →Any non-customised product that is still factory sealed, within the return window on the policy page. Return shipping is at your cost.
Return policy →Email support@kiwiears.com within the return window. If you have not heard back in 3 working days, reach us through the website chat.
Contact support →Refunds go back to the original payment method within 3 to 5 business days once the return is approved. Your bank or PayPal may add a little to that.
Return policy →Tell us within the window on the policy page and include photos of what you received. We sort it from there.
Contact support →One year from delivery on our products. Carry cases, eartips and other accessories are not covered.
Warranty policy →A fault in materials or workmanship, not damage from use, liquid, or a repair by someone else. The policy page lists the exclusions in full.
Warranty policy →Email support@kiwiears.com with your order number and a short description, plus a photo or video of the fault if you can capture it.
Contact support →Fit, eartips, cables and the words on the spec sheet.
Seal matters more than size. Work through the tips in the box and keep the pair that seals with the least pressure.
Fit guide →Most fit problems are insertion depth and tip choice rather than the shell. The fit guide walks through both.
Fit guide →Driver types, impedance, sensitivity and the rest, in plain language.
Glossary →Filter the lineup by type, driver and price, or answer a few questions and let the result narrow itself.
Find your sound →A person replies. No chatbot in the way.
Email support@kiwiears.com. We reply within 3 working days, and the website chat is there if a reply is overdue.
Contact support →Authorised dealers and marketplaces are listed on the Where to Buy page.
Where to buy →Popular searches
Products