FAQ

Special Orders
What does it mean when a product has a "special order" label?

While we try to keep everything in stock, sometimes we need to special order something from the manufacturer directly. A product on our website labeled as "Special Order" is an item that we don't have in stock and requires additional order processing time to fulfill your order.

What happens if I place an order for a special order item?

Once you place a special order, we will provide you with a shipping estimate within one business day. We have great relationships with all of our manufacturers and will get your special order item to you as quickly as possible.

If you want to know the availability of a special order item before placing your order, please e-mail us at support@hechuanaudio.com or call us toll free at 0086 18138526108.

Is a special order item eligible for return?

Unfortunately, because special order items are not items that we normally stock, they are not eligible for returns. Please refer to our Refund Policy for additional information. If there is an issue or defect with your item, we will help facilitate an Maintenance between you and the manufacturer.

Pre-Orders
What does it mean when a product has a "pre-order" label?

A product with a "pre-order" label is an item that has been announced to release at a future date, but is not currently available for sale. We offer the option to pre-order these products so you can claim the unreleased product in advance.

Do I have to pay for my pre-order item up front?

Our system only allows orders to be sent for processing when the order is paid in full. For this reason, we do ask for a full up front payment. If the wait time is greater than 30 days for an item, we will contact you to see if you would like us to refund the majority of your order (we ask for a 20% down payment), while you wait for the item to come in.

When you pre-order an item, we will give you an updated delivery estimate within one business day so you know approximately when to expect your order.

If you want to know the availability of a pre-order item before placing your order, please e-mail us at support@hechuanaudio.com or call us toll free at 0086 18138526108.

Digital Downloads
What does it mean when a product is labeled as a "digital download"?

Software products with a "digital download" label give you the option to purchase a valid license through our website. Upon completing your purchase, our system will process your order and provide the license via e-mail within one business day (usually the turn around is much less than that).

Is a digital download item returnable?

Unfortunately, no. Any digital download item that has been purchased is unable to be refunded or exchanged.

If you have a question about the software or system compatibility, please consult the manufacturer, e-mail us at support@hechuanaudio.com, or call us toll free at 0086 18138526108 before making your purchase.

Will I be able to re-download the digital download product?

Yes! The download will come directly from the manufacturer and the license key you purchase can be used to activate that software. Each manufacturer is different and may limit how many activations are allowed at one time. Should you have problems with activation, please contact the software manufacturer for assistance.