Frequently Asked Questions

Shipping & Delivery

Where can I find the tracking information?

After your order is shipped, you will receive a fulfillment email with a tracking page, where you can find the tracking information.

If the tracking status does not update for more than five days or shows any exceptions, please contact us for further help.

For Buy with Prime orders, since they are fulfilled by Amazon, please contact Amazon Customer Service for support.

The tracking shows "Delivered" but I didn't receive my order.

If your tracking shows “Delivered” but you haven’t received the package, please:

Check your surroundings or ask neighbors in case it was delivered nearby.
Contact the carrier to file a claim for the lost package.

Once the package is confirmed lost, please contact us with the claim documentation. We will arrange a replacement or refund as appropriate.

For Buy with Prime orders, since they are fulfilled by Amazon, please contact Amazon Customer Service for support.

I received the wrong or missing item, or my package was damaged.

If you received the wrong or missing item the package was damaged, please contact us with your order number and photos of the packages or items. We will arrange a replacement or refund as appropriate.

I entered the wrong shipping address. Can I modify it?

The shipping address can only be changed if the order has not yet been processed by the warehouse. Please contact us to confirm your situation and update your address.

For Buy with Prime orders, since they are fulfilled by Amazon, please contact Amazon Customer Service for support.

When will my order be shipped?

Orders placed on cleeraudio.com by 12 AM PST typically ship on the same business day. If an order is placed after 12 AM PST, it is typically shipped on the following business day. Please note that shipping times may be affected by extreme weather conditions or product stock availability, which could cause delays.

If your order hasn’t shipped within three business days, please contact us for further help.

For Buy with Prime orders, since they are fulfilled by Amazon, please contact Amazon Customer Service for support.

Returns & Refunds

How do I submit a return request?

Cleer offers a 30-day money-back guarantee for items fulfilled on our website. If you’re not satisfied with your headphones for any reason, you can submit a return request by contacting us.

A prepaid shipping label will be sent to you via email and you can return the products for a full refund. You may also request a partial refund, including shipping fees or taxes, as well as a price adjustment. For more details, please refer to our Return Policy.

For Buy with Prime orders, since they are fulfilled by Amazon, the return request should be submitted via Amazon. Log in to the Amazon Prime account > Go to "Your Orders" > Under "Buy with Prime Orders," find the specific order and select "Return Items."

How do I return products purchased from other retailers?

Cleer's 30-Day Money-Back Policy applies only to products purchased on Cleer's official website. If you wish to return products bought from our authorized retailers, please contact the retailers directly for assistance. For products purchased at events, such as marathon expos, please contact us for further help.

I returned my product but haven't received the refund.

Once your return is delivered, it usually takes 3–5 business days for our warehouse to inspect and receive the product. After that, the refund will be issued to your original payment method. Processing times may vary depending on your bank. If it has been more than 5 business days since the product was delivered to our warehouse and you still haven’t received the refund, please contact us to check your refund status.

I didn't receive the shipping label.

For returns and warranty claims, you may be asked to send the product back. A shipping label will be sent via email once the request is submitted. If you didn’t receive the shipping label, please check your spam or promotions folder. If you still need help regarding the shipping label, contact us for further support.