Help Center
Get information on shipping, warranty, and more. If you need further assistance, please contact us.
About Shipping
Where do you ship to?
We currently ship to the following countries:
- North America: United States, Canada, Mexico
- Europe: United Kingdom, France, Germany, Italy, Spain, Colombia
- Asia: Hong Kong, Japan
How long will shipping take?
Orders are typically processed within 5-7 business days. Shipping times vary by destination. You'll receive a tracking number once your order is shipped.
Can I track my package?
Yes! Once your order is shipped, you'll receive an email with a tracking link. You can also track your order anytime on the Order Tracker page.
What if my package is delayed or lost?
If your tracking hasn't updated in 7 days or your order is missing after 15 business days, please contact our support team at service@fresound.com.
About Warranty
Do the earbuds come with a warranty?
Yes, all ugee FreSound Open Earbuds come with a 12-month limited warranty from the date of purchase.
What does the warranty cover?
During the warranty period, if quality issues occur under normal use and our maintenance personnel confirm them as genuine, you will be entitled to free repair service.
What is not covered by the warranty?
About Cost: The warranty does not cover transportation costs or door-to-door service.
About Condition: Warranty service will not be provided under the following conditions:
- Product malfunction or damage caused by improper installation, storage, or usage that does not follow instructions.
- Damage caused by force majeure.
- Malfunction or damage caused by unauthorized disassembly or modification by individuals or organizations that are not authorized by ugee.
- Inability to provide a valid proof of purchase or warranty card.
- Warranty period has expired.
- Hearing Damage
- Listening to audio at excessive volumes may distort the sound and increase the risk of hearing damage and loss.
- Avoid listening to audio at high volumes for extended periods
How do I make a warranty claim?
To request a replacement or repair, you can contact us with:
- Your order number
- Your warranty card
- A description of the issue
Photos or video of the defect (if applicable)
Do I need to return the defective product?
In most cases, yes. Our support team will let you know whether a return is required. We'll cover return shipping for valid claims.
How long does the warranty process take?
Warranty claims are usually reviewed within 3 business days. A support team member will proceed with the next steps once your warranty claim is approved.
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