Shipping Policy

First-Time Customers

If you are shopping Upscale Audio for the first time we request that your Shipping Address match your Billing Address. If that is not possible please use your preferred Shipping Address and an Upscale representative will contact you for additional identity verification.

Signature Requirement

All orders over $500 require a signature at delivery.

Free Shipping

Orders over $99 qualify for FREE GROUND SHIPPING*!

*Ground shipping to the 48 contiguous states only, except new, current production PrimaLuna brand products, which also includes free air shipping to Canada, Alaska, and Hawaii. The shipping method used is at the discretion of Upscale Audio, regardless of shipping method selected at checkout.

Free shipping offer cannot be applied to previous orders.

Fulfillment

Orders are filled as soon as possible while maintaining quality. Upscale Audio attempts to have all products in stock, and if they are not in stock you will be notified. Orders are not shipped on Saturday or Sunday.

Upscale Audio chooses the carrier and method for any order with free shipping. Should you choose a paid shipping method, that will be the method by which Upscale Audio ships your order. Your shipping method choice represents the shipping method only and has no correlation to when Upscale Audio ships your order. Neither Upscale Audio nor our shipping providers guarantee any delivery date or shipping duration, regardless of shipping method chosen.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by Upscale Audio or other parties only as an estimate. Shipping companies do not include weekends in their delivery estimates. None of the shipping options provided on this website guarantee delivery on Saturday or Sunday. It is your responsibility to provide us with an accurate mailing address and telephone number. Shipping companies charge $10 for each incomplete or incorrect address entry and you will be subsequently charged for any fees incurred if the address and/or telephone number you provide is incorrect.

Out-of-Stock Products
In the unlikely event that your product is not in stock, we will ship your product as it becomes available. However, there may be times when the product you have ordered is out-of-stock, or in need of testing, which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping. Once your order has shipped, it is subject to our refund policy.

Shipping Charges, Customs & Duty on Foreign Orders
International shipping rates are determined by weight, box size, destination, and value. If you do not approve the shipping charge, then you have the option to not proceed with the order. If you are ordering an item that will be shipped outside of the U.S. you must understand one thing: You will be charged customs, duty, and brokerage fees. These fees are assessed by your country's government and the shipping agent. You are not paying these fees to Upscale Audio. It is a federal offense to falsify customs documents, and Upscale Audio will not falsify any documents or receipts under any circumstances.

It is solely the responsibility of the customer to immediately pay all duties, taxes and customs fees assessed by your country's government and the shipping agent you have chosen. Upscale Audio has no input, opinion, or any information regarding the amount these fees may add up to. It is your responsibility as the buyer to determine this information prior to making your purchase.

If the customer's duty & customs fees are charged back to Upscale Audio, it will result in an additional charge to the customer's credit card or Paypal account of a sum equal to all international customs fees assessed for the order, plus a handling fee of $100.

In the event of a warranty claim, overseas buyers will be responsible for the ship charges associated with the warranty replacement shipment.