International Shipping Information & Guidelines
If you are a practitioner located outside of the United States, please review our current policies and workarounds for international delivery below.
Due to complex global tariffs, high loss rates, and unreliable tracking, we discontinued direct international shipping. While we hope to utilize a dedicated EU-based fulfillment warehouse in the future, those plans are currently paused due to ongoing international trade challenges.
However, if you are willing to manage the logistical process, costs and accept the inherent risks of international transit, you can still acquire our equipment by utilizing a US-based freight forwarding service.
How to Order via a Freight Forwarder
You can purchase directly from our website by using the US shipping address provided to you by a retail package forwarding service (such as Stackry or Planet Express).
We highly recommend obtaining a comprehensive shipping quote and customs duty estimate from your forwarder before placing an order. International freight and import duties vary dramatically by destination. For historical context, when we previously handled direct international delivery, average combined shipping and duty costs typically ranged as follows:
Canada & Mexico: ~$125 USD
Australia: ~$175 USD
Europe (Most Countries): ~$225 USD
Please use these figures as a general baseline, as current rates and local trade policies will dictate your final cost.
Please carefully review the critical technical, warranty, and shipping guidelines below before placing your order:
Technical & Regional Specifications
Language: The touchscreen controller interface, user manuals, and browser-based Wi-Fi controls are exclusively available in English. (The browser interface may work with automated tools like Google Translate).
Power Requirements: The system includes a standard US (Type A) power adapter. However, because it powers via a standard USB-A connection, you can easily use your own local USB-A adapter (minimum 500mA) with the included cable.
Warranty & Return Policies
Warranty Support: Our warranty covers domestic transit. If a component requires replacement under warranty, we will ship the replacement parts to your US freight forwarder free of charge. You will be responsible for the forwarder's fees to ship the items internationally.
Returns: Our standard return policy applies, but you are fully responsible for all international return shipping costs and logistics.
Product Recommendations & Shipping Dimensions
Headphone Restrictions: The lightbars are entirely legal for export. However, our wireless headphones contain a small lithium-polymer (LiPo) battery. While compliant with US domestic freight, they may face strict customs delays or restrictions via international air transit.
Recommended Kit: We strongly recommend purchasing a kit without headphones, such as the Office Kit+. You can pair the system with any high-speed stereo Bluetooth headphones or use standard wired stereo headphones with a 3.5mm stereo audio cable.
Packaging Specs: Kits featuring a protective travel case (highly recommended to ensure your investment survives international transit) ship in a heavy-duty corrugated cardboard box measuring 34" x 9.5" x 6" and weighing up to 12 lbs depending on accessories.
Crucial Steps for Your Forwarding Order
Our liability and responsibility for the delivery end once the package is successfully marked as delivered to your chosen US freight forwarder. To protect your investment, we highly recommend the following steps with your forwarder:
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Purchase Shipping Insurance: Oversized international packages face high loss and damage rates. Fully insure your package through your forwarding service.
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Request Inspection Photos: Choose a forwarder that takes photos of the incoming box. This allows you to verify the condition of the package before it leaves the United States.
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Select DDP (Delivered Duty Paid): We strongly advise selecting a DDP shipping method where you prepay your country's customs duties upfront. Packages sent via DDU (Delivered Duty Unpaid) are routinely held by local customs offices without notification and are often destroyed if the duty goes unpaid for too long.
