Shipping, Returns & Warranty

We currently ship official-store orders to addresses in the United States, Japan, and Germany. Estimated delivery for all three markets is 5–7 business days after fulfillment begins. Delivery times are estimates, not guarantees, and some remote or restricted addresses may be unavailable.

When tracking becomes available, we will send a shipping confirmation email with a tracking link. You may also use the Order Tracker when that service is available. Tracking updates can take time to appear after a label is created.

Contact support as soon as possible if an address needs to be changed. We cannot guarantee a change after fulfillment has started or a shipping label has been created. The customer is responsible for providing a complete and accurate delivery address.

Delivery times are estimates, not guarantees. Remote areas, peak sales, public holidays, severe weather, carrier disruption, inventory transfers, customs or other events outside our reasonable control may cause delays.

Contact support within 14 calendar days of delivery, including Day 14. Include your order number, tracking information, and any photos or other evidence reasonably available. This reporting period helps us investigate with the fulfillment partner and does not limit mandatory consumer rights. Do not return the item until Support provides return instructions.

Products purchased directly from the S&O Labs official store may be returned within 14 calendar days after delivery, including Day 14, whether they have been opened or used. Opening the packaging, activating, pairing, linking the product with the app, or using the product does not by itself affect return eligibility. Both full-price and promotional or discounted products are eligible for return under this policy. Proof of purchase is required. Items that are incomplete or damaged through misuse, abuse, or unauthorized modification may be ineligible, except where mandatory law provides otherwise.

Return the product in its original retail packaging and include all accessories, components, manuals, and other items originally supplied. Proof of purchase is required.

For approved U.S. domestic returns, we email a prepaid return shipping label and return instructions. Customers do not need to pay return postage upfront or request reimbursement afterward. We cover the provided label cost and do not deduct it from the refund. For ordinary returns or voluntary exchanges outside the United States, the customer pays the cost of shipping the item to the return address we provide. Approved returns are not subject to a restocking or handling fee.

Contact Support and obtain approval before arranging or paying for return shipping. Expedited shipping, unauthorized shipments, and costs above reasonable standard return-shipping rates are not automatically reimbursed. S&O Labs pays the outbound shipping for an approved replacement or repaired item. Where mandatory law requires a different allocation, mandatory law applies.

1. Submit the appropriate request below.
2. Keep the case or ticket number from the confirmation email.
3. Provide any additional information reasonably requested.
4. Wait for approval and return instructions before shipping.
5. Approval and return instructions will be sent by email and include the correct return address for the order and market. Do not send a return to a general company or contact address.
6. Do not ship a damaged or defective item unless Support instructs you to do so. Do not combine products from different orders in one package unless Support confirms this in writing.
7. Ship the item and keep the carrier receipt and tracking number.
8. After receipt and inspection, we will confirm the approved refund, exchange, repair, or replacement.

If support asks for additional information, reply within 5 business days. An inactive case may then be closed; replying later can reopen or create a follow-up case.

Approved refunds are issued to the original payment method. We generally initiate the refund within 3–5 business days after the returned item is received and inspected. Your bank or payment provider may require additional time before the credit appears.

S&O Labs provides a 12-month limited commercial warranty for eligible manufacturing and material defects. It does not cover misuse, accidents, unauthorized repair or modification, loss, theft, normal wear, expired coverage, or products bought from unauthorized channels. Subject to applicable law, S&O Labs will choose a reasonable commercial remedy, such as repair or replacement. This voluntary warranty does not exclude or restrict statutory remedies or mandatory consumer rights.