This article covers the following topics:
How do I file a warranty claim in US or Canada?
Step 1: Register your headphones
If you haven't registered your headphones, or registered before December 29, 2019, you'll need to start by registering your headphones for warranty.
Please follow the steps below to register your headphones:
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Create an account here by simply clicking the "Signup" button in the top right-hand corner.
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Once you've created your account, click "Register your products" to complete the registration.
Step 2: Submit a claim
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To file a claim, log into the portal. Click "View Registered Products" and click the orange "Actions" menu beneath the headphones and select the type of return you would like to complete.
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After submitting your claim, your claim will be reviewed within two business days. You will receive an email with a return shipping label to return your headphones.
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Once we receive your headphones, it will take 3-5 business days for our team to process the defective headphones and send out the new pair. You'll receive a shipping confirmation email once your replacement headphones have shipped.
How do I file a warranty claim outside of the US or Canada?
We'd be happy to help! For further information, please refer to this article.
How long does the claims process take?
US & Canada
About two weeks. After you’ve submitted your warranty claim, a member of our Customer Happiness Team will review your claim and issue you a return shipping label to mail back your product. Once we receive your product, we'll inspect it and ship a replacement product within five business days. We ship USPS Priority Mail.
Outside US and Canada
Processing time will differ by region. After you’ve submitted your warranty claim form, a member of our Customer Happiness Team will forward your claim to your local distributor. Once the claim has been reviewed, the local distributor will reach out to you directly.
Do you offer a repair service?
AfterShokz does not offer a repair service, but we do offer a two-year warranty in most countries. If you experience a manufacturer defect at any point in the first two years, you can file a claim.
How long is the warranty?
AfterShokz offers a two-year warranty on all headphones in most countries. China, Hong Kong, Macao, and Taiwan offer a one-year warranty. Your warranty begins with your purchase date. Should you need to file a claim and receive a replacement unit, the warranty will continue from your original purchase date.
What’s covered under warranty?
Your warranty covers manufacturer defects. It does not cover abuse, misuse, loss or theft.
What if my product was a gift?
If you received the product as a gift you can still register for the two-year warranty by using the date you received the product as the purchase date.
How do I register my AfterShokz if they were a gift?
If you are trying to register your AfterShokz but they were a gift, you can go ahead and skip the “Proof of Purchase” section. Just type "Gift" in the “Purchase Location” field as well as the date you received the headphones as the “Purchase Date.” You should then be able to submit the registration form!
My replacement headphones broke. Can I file another claim?
If you’re still within two years since your original purchase date, you can file a claim on your replacement headphones.
Can I upgrade my headphones when I file a warranty claim?
A warranty claim can only provide you with a replacement of the headphones you already have. If the product or color is discontinued, it will be replaced with the most similar product.
Return Policy
What is your return policy?
AfterShokz offers a 45-day-money-back guarantee for all orders placed on our website. If for any reason you’re not satisfied with your headphones, you can return them free of charge.
AfterShokz does not refund purchases from other retailers.
How do I return my headphones?
Return instructions for US customers:
- Visit our returns center here and enter your order number along with the email address that was used to place your order. Your order number can be found in the subject of your order confirmation email or by logging into your AfterShokz account here.
- Follow the prompts to select the item that you would like to return and the reason for your return.
- Shortly after submitting your refund request, you will receive an email with instructions that will walk you through how to send your headphones back to us. Click the orange "Download Returns Label" button to download and print your prepaid UPS return label.
- Once our shipping team receives your headphones, you will receive an email to let you know that your order has been received.
- You will receive another email within two business days to let you know that your refund has been processed!
Return instructions for Canadian customers:
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Create an account here by simply clicking the "Signup" button in the top right-hand corner.
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Once you've created your account, click "Register your products" to complete the registration.
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To file a return, click "View Registered Products" and click the orange "Actions" menu beneath the headphones and select the type of return you would like to complete.
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After submitting your request, you will receive an email with a return shipping label within two business days. Once we receive your headphones, we'll process your refund. Please note once we issue the refund, it can still take several days for your refund to be reflected in your bank account.
How long does it take to receive a refund?
It takes 3-5 days for AfterShokz to receive and process your return. Once the return has been processed, we'll issue the refund. Please note once we issue the refund, it can still take several days for your refund to be reflected in your bank account.
Exchange Policy
What is your exchange program?
AfterShokz offers a 90-day exchange program for US and Canada customers that allows for the exchange of colors and sizes, regardless of where the headphones were purchased, as long as the purchase has been within the past 90 days.
To begin the exchange process, start by registering your headphones:
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Create an account here by simply clicking the "Signup" button in the top right-hand corner.
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Once you've created your account, click "Register your products" to complete the registration.
Once you registered your headphones, you can submit for an exchange.
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To file an exchange, click "View Registered Products" and click the orange "Actions" menu beneath the headphones and select exchange.
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After submitting your request, we'll review it, and email information to obtain your prepaid shipping label to send back your headphones. Once we receive and process your exchange, we'll send the requested pair.
Upgrade Program
What is your upgrade program?
AfterShokz offers a 90-day upgrade program for US and Canada customers that allows for customers to pay the difference to upgrade to another model, regardless of where the headphones were purchased, as long as the purchase has been within the past 90 days.
To begin the upgrade process, start by registering your headphones:
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Create an account here by simply clicking the "Signup" button in the top right-hand corner.
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Once you've created your account, click "Register your products" to complete the registration.
Once you registered your headphones, you can submit for an upgrade.
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To file an upgrade, click "View Registered Products" and click the orange "Actions" menu beneath the headphones and select upgrade.
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After submitting your request, we'll review it, and email information to obtain your prepaid shipping label to send back your headphones. Once we receive and process your upgrade, we'll provide you with a discount code to purchase the new product for the difference in price.
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