Help center

Shipping

• Standard shipping: Free on all orders over $75. Orders under $75 pay a flat $5.99.
• Express shipping: $14.99, delivery in 1–2 business days.
• Shipping regions: United States (all 50 states) and Canada only. We do NOT ship internationally beyond the US and Canada at this time.
• Processing time: Orders are processed within 1 business day. Orders placed after 2pm CT ship the next business day.
• Carrier: UPS for all shipments. Tracking provided via email once shipped.

Order status

Cancellations

• Orders in Confirmed status can be cancelled immediately with a full refund.
• Orders in Processing status can be cancelled, but it is not guaranteed — the warehouse will attempt to intercept. If already packed, cancellation is not possible and the customer must wait to receive the item and then initiate a return.
• Orders in Shipped or Delivered status cannot be cancelled. The customer must initiate a return instead.
• Refunds for cancelled orders are issued to the original payment method within 3-5 business days of the cancellation.
• Address changes: we cannot change the shipping address once an order is placed. If the order is still Confirmed, cancel it and place a new order with the correct address. Once it is Processing or Shipped, the address cannot be changed.

Returns and refunds

• Return window: 30 days from delivery date.
• Condition: Product must be in original packaging, with all included accessories. Products showing signs of physical damage or heavy use may be subject to a restocking fee of up to 15%.
• Refund method: Refund is issued to the original payment method within 5–7 business days after we receive the returned item.
• Return shipping: Customer pays return shipping unless the product is defective or we made an error (wrong item, damaged in transit).
• Non-returnable items: Extended warranties (once activated), opened ear cushion kits (hygiene reasons), and Northsphere Cloud subscription payments.
• One confirmed return per order: gather every item and quantity the customer wants to return before confirmation. An unconfirmed quote can be replaced. Once confirmed, the return cannot be changed, canceled, or replaced, and a second return on that order is refused.
• Return shipping refund: the shipping the customer paid on an order is refunded only when every item on the order is returned. On a partial return the shipping charge is not refunded.
• Refund destination: a refund is issued either to the original payment method or as Northsphere store credit. Those are the only two destinations; we do not refund to a different card, a bank transfer, or a third-party wallet.
• A return is quoted before it is committed: support quotes the refund first, tells the customer what it covers, and commits the return only after the customer accepts the quote and picks a refund destination.
• Partially delivered orders: when an order ships in more than one parcel, the items the customer has not received are on the parcel still in transit. No return, replacement, or refund is raised for those items until that parcel's estimated delivery date has passed and they are still missing.
• Partial returns: a customer may return some of the units on a multi-unit line; the return covers only the units named.
• Process: Customer contacts support → agent verifies order and delivery date → agent provides a prepaid return label (if eligible for free return shipping) or return instructions → customer ships item back → refund is processed upon receipt and inspection.

Exchanges

We do not offer direct exchanges. Customers should return the original item and place a new order for the desired item.

Extended warranty

The Northsphere Extended Warranty (SKU NS-EW-01) is sold per product at $39.99, must be purchased within 30 days of the original product purchase, and is non-returnable once activated.