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FREQUENTLY ASKED QUESTIONS

Service & Support

Warranty & Service - Overview


The Warranty Period for physical goods purchased from DUNU is 365 days, or 1 year, from the date of purchase. A replacement of physical goods or part(s) assumes remaining warranty of the original physical goods from the date of replacement or repair. Our warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, DUNU will repair or replace, at no charge, products or parts that proves defective becasue of improper material or workmanship, under normal use and maintenance. DUNU will repair the Product at no charge, either using new or refurbished replacement parts. This limited warranty does not cover any problem that is caused by: Conditions, malfunctions or damages not resulting from defects in material or workmanship. To obtain warranty service, you must first contact us to determine the problem(s) and the most appropriate solution for you. You may bring your concerns to our support personnel directly or the contact section in our website.




Where can I get replacement accessories, like ear tips or cables?


If you’re interested in acquiring replacement accessories originally included in a product package, please contact us or in the support section of our website.




How do I request a repair?


If you are experiencing problems with your DUNU product, please leave us a support inquiry on our support page.




If I purchase my DUNU product from a third-party retailer, can I request service directly?


All DUNU owners are welcome to submit a service request with us. Any in-warranty service requests by DUNU owners who purchased their DUNU product from an authorized DUNU dealer or directly from DUNU will be honored. Once a service request is received, we will determine the nature of the submission and how to proceed. It may be necessary for you to contact the store through which you purchased your DUNU product. Please be advised that some online shops marketing DUNU products are not authorized by DUNU's International Operations Team. Instead, they may be dropshipping services that work with retailers located in mainland China. Products purchased from these shops may not be eligible for DUNU's international warranty.




My DUNU product is out of warranty, but I still wish to get it serviced. What can I do?


We service all DUNU products, regardless of warranty status. You are free to submit a service request and allow us to quote a repair estimate. We charge only a nominal fee for the cost of parts and labor, as well as the cost of return shipping. Discontinued products, however, may not have an adequate parts reserve and may receive limited service.




The service form requires a serial number. How do I locate my product's serial number?


If you still have the original box that comes with your DUNU product, the serial number is usually indicated along with a barcode on a sticker on the side of the box. This accompanying barcode is usually shorter and flatter than the SKU barcode, which is taller. Example of a serial number barcode sticker found on the side of the product box. Alternatively, depending on the model, your serial number may also be found in one of three places:

  • Cable Y-Splitter (DK-2001, DK-3001 PRO, TITAN 6)
  • 3.5 mm Plug (DN-2000, DN-2000J, DN-2002, DK-3001, TITAN 1/3/5)
  • Earphone Body (DK-4001)
The following models do not contain a serial number on the earphone body or cable and the S/N must be found on the box:
  • DM-380
  • DM-480
  • Studio SA3





Orders, Shipping & Returns

Shipping and Delivery - General Overview


Aside from the locale of mainland China, we offer international shipments worldwide. Rates are subject to the particular carrier rate selected during checkout. We offer our subsidized account rates to keep the costs as low as possible. Please note any import duties are not covered by the shipping cost. If we are experiencing a high volume of orders, shipment may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via e-mail. You may bring your concerns to our support directly.




How long will it take for my package to be delivered?


Once your order is processed and fulfilled, your package will be picked up by the corresponding courier. If your order is placed with the default 'Free Shipping' option, it will be consigned via the most economical means of delivery available, and may be transferred across multiple carriers. Depending on your order and the delivery service available at the time, your order may be automatically upgraded to one reserved for 'Standard Shipping'. For ' Standard Shipping' and ' Expedited Shipping', the selected courier depends on the destination country and best available options for that destination. ' Expedited Shipping' additionally prioritizes transit time. Transit times for all shipping options are labeled clearly upon checkout and vary by country. For instance, the ' Free Shipping' option usually takes between 7 to 21 business days, the ' Standard Shipping' option usually takes between 1 to 6 business days, and the ' Expedited Shipping' option usually takes between 1 to 3 business days. These times are not uniform across countries, however. More remote locations or countries with a less robust logistics network will require longer shipping times. Additional time in the shipment process may be added for certain international destinations because of more stringent customs requirements. The vast majority of package items are trackable and may be tracked via first party websites or package tracking aggregators. After your order is processed and shipped, we will send you a notice of shipment along with a tracking number. Please note that not all tracking numbers may function properly at the outset, and it may take a few days for tracking updates to show up on their respective websites.




How quickly does DUNU ship orders?


Orders ship from one of four locations: (1) our factory in Dongguan, (2) our fulfillment office in Shenzhen, (3) our corporate office in New Taipei, or (4) our satellite office in Irvine. The vast majority of orders are shipped from the factory. Thus, unless the product is specially designated as a special order product, we typically ship within 1 business day for a stocked product. Business hours, regardless of shipping origin, are referenced to weekdays, Monday through Friday, from 9:00 AM to 5:00 PM within the UTC +8:00 time zone. Processing times do not include weekends or holidays. If an order is placed outside of business hours or during weekends, the order will be processed and fulfilled beginning on the following business day. Therefore, with special circumstances notwithstanding, all orders are processed within 2 to 3 business days. Orders are not shipped or delivered on weekends or holidays. Special orders require additional business days to fulfill. The lead time for special order products will be provided when the order is placed and the workload is assessed.




Am I responsible for customs and import duties?


Yes. Import duties and customs regulations vary from country to country. Fees not prepaid by our courier are the responsibility of the customer or intended recipient. DUNU is not responsible for tariffs, VAT, or other customs consignment fees. Individuals concerned about the prospect of paying for additional fees should contact their local customs and import offices for clarification on how duties are levied. Upon checkout, detailed notes regarding the provision of customs declaration forms should be clearly written in the ' Add a Note' section of the checkout page. If a packages is refused by the customer on account of customs duties, taxes, or other fees, the package is not eligible for refund, as it is considered to be abandoned in the office of consignment.




Can I cancel my order after I place an order? Or after it is shipped?


There will be a 3% restocking fee for any order cancellation requested after placing an order. We may waive the restocking fee if in-store credit is opted for in lieu of a refund, or under very special circumstances. Once the order has been processed and the package has been picked up by our courier, we cannot cancel any order until the package has been returned to our offices. If the package is held by customs, the customer will be held responsible for any fees incurred at the desination of consignment. In addition to the restocking fee, the customer will be held responsible for any shipping fees incurred during the abortive shipping process.




How do I know I am getting a genuine DUNU product or accessory?


We have found a number of counterfeit products and even spoof sites for DUNU products and accessories. While there are many retail and grey market destinations to purchase genuine DUNU products, please refer to our list of authorized dealers and distributors (active since 2018) for the definitive list of authorized retailers. If you have concerns about whether your source is genuine, please contact us.




What types of payment are accepted?


We accept all major credit cards supported by Stripe's secure checkout process, including American Express, Mastercard, and VISA. You will charged only as the order is processed by Stripe. We will only ship to confirmed addresses. For manual invoice processing, we additionally offer payment via PayPal. Please note that for us to accept processing via PayPal, your account should be fully verified. Please contact us via messaging or support if you have a special order that requires manual processing. If your debit or credit card is rejected, please contact us for troubleshooting, and contact your bank to understand what went wrong. Please check whether your card is configured properly for international payments, as our payments acceptance service is based in the US.




If I get buyers' remorse, or do not like my DUNU product, can I return it after it has been delivered? Are there any fees associated with a refund?


DUNU offers returns on orders within 30 calendar days of delivery (as determined by the final timestamp on tracking telemetry). Aside from very special circumstances, refunds requested after 30 calendar days of successful delivery will not be honored. For credit card payments, it may take as many as 5 to 10 business days or more for a refund to show up on your credit card statement. Unless the product has been assigned to a special 't ry at home' order program, all individual orders over $400 in value (retail price) will be subject to a 3% restocking fee if unopened (shrink wrap must be intact), and a 7.5% restocking fee if opened. We may waive the restocking fees if in-store credit is opted for in lieu of a refund, or under very special circumstances subject to administrative approval. Prior to our disbursing a refund, all returned items are subject to a physical inspection by our technicians. Items returned damaged, non-functional, or with cosmetic blemishes deemed to be dealt after the manufacturing process, will not be refunded. If payment was tendered via PayPal (manual processing), any malignant or fraudulent dispute placed to PayPal will be vociferously defended and separate legal action will be considered.





Miscellaneous

I am a reviewer and/or represent a print or online publication and would like to review a DUNU product. How may I do this?


Thank you for your interest in DUNU products. Please submit a request and revelant personal/professional information at our dedicated sample unit request page. Your privacy is very important to us, and DUNU will not transfer any of your personal information to any third-party without your expressed consent. Depending on availability and strategic interests, we are unable to guarantee provision of all sample units. The page is password protected, so please send us an e-mail for a password.




Privacy and Security


At DUNU, we are committed to protecting your data. Your privacy is very important to us, and DUNU will not transfer any of your personal information to any third-party without your expressed consent. All browsing on dunu-topsound.com are secured with valid and up to date Secure Socket Layer (SSL) encryption. For more detailed information, see our Privacy Policy.




I cannot find where to purchase a product on your website.


Direct shopping from DUNU is available here. If you cannot find something on our website, please do not hesitate to message us or contact our support by e-mail.




I love your Quick-Switch modular plug system, but why can't I get it as a DIY kit?


Third-party DIY kits are available from our partners. The plugs offered are made at a different angle to our current right angle plugs.





COVID-19 (NEW)

What is DUNU doing to ensure the safety of its products in the face of COVID-19? Can I catch COVID-19 from packages sent by DUNU?


After facing a protracted factory hiatus in late January 2020, DUNU resumed factory operations in early February with new guidelines for workers working on our assembling lines and within our facilities. These measures include:

  • Wearing personal protective equipment, including surgical face masks and gloves
  • Proper social distancing, keeping at least 1.5 meters apart from one another
  • Body temperature checks (via handheld infrared sensors) before entering the workplace
  • Stringent self-reporting and quarantine of employees with lower respiratory symptoms
  • Hand washing with soap and application of alcohol-based hand sanitizer before, during, and after work
  • Daily cleaning of facility grounds and equipment with disinfectant agents
So far, DUNU employees have all been fortunate enough not to have caught COVID-19. We wish to keep it this way, and we feel that with these safety measures, our employees are reasonably protected. By protecting our own workers, we are doing our best to protect our clients and customers. In particular, maintaining a proper social distance as much as possible and wearing of face masks are two measures crucial to minimizing the risk of virus transmission, as it is chiefly spread via respiratory droplets of symptomatic and asymptomatic infected individuals. Current governmental advisories indicate that while fomite transmission of the SARS-CoV-2 novel coronavirus is a possible mode of transmission, it seems to be a minor component of transmission. Fomite transmission has been documented predominantly in the vicinity of actively symptomatic individuals with high levels of viral shedding. The likelihood of virus spread via fomite transmission, therefore, is low in a controlled environment exercising stringent infection control measures, and is a non-hospital environment or closed household with no active cases of COVID-19. Additionally, the vast majority of our packages are shipped by air. At aeronautic altitudes, everything is exposed to large changes in environmental temperature and large amounts of high energy gamma rays that penetrate everything. Therefore, any latent virus is unlikely to survive any degree of air travel. If you are concerned about the possibility of catching coronavirus from packages sent from overseas, please consult your local health authority for the latest information, such as the US CDC, UK NHS, or WHO. Nevertheless, all DUNU products coming off the assembly line are wiped down prior to packaging with an alcohol-based disinfectant and once again wiped down after shrink wrapping. We are always taking efforts to ensure the safety of our own workers and all others. We at DUNU stand in solidarity with all those affected by this terrible pandemic, and we promise to be doing our best in minimizing the risk of exposure to all those around us and whom we deal with.




If I ask a question or send in an inquiry, how long do I have to wait to hear back from DUNU?


Our international team tries its best to reply to each and every inquiry sent to us in detail, whether it be via our social media pages, e-mail, or support system. In the past, we have replied to almost all messages within 2 to 3 business days, with a majority of replies coming within 1 business day. With the COVID-19 pandemic, a few of our offices are facing reduced working hours and fewer ancillary staff support. Hence, our replies may be protracted by another 2 to 3 working days. Please expect all replies to come within 1 working week. If your inquiry is not answered within this time frame, please send us a follow-up message. We apologize in advance for the inconvenience.




Will my packages be delayed?


The short answer is YES. Global shipping channels have been substantially disrupted during this pandemic. Additionally, most couriers have a need to prioritize essential items. As of 04/08/2020, all major shipping carriers that we work with have rescinded their delivery date guarantees and stopped providing priority, expedited shipping options. The average delay is now between 2 to 10 business days, depending on the region of service. Some specially designated quarantine areas have complete suspension of service. If you are concerned about a delay of shipping, please contact us prior to placing an order. We will work with you to decide the best recourse.





Troubleshooting

I hear sound in one ear only.


There are many reasons why you could end up only hearing music in one ear. It’s possible that you are experiencing problems with the audio jack itself, or with the earphone connector (MMCX or 2-pin). You can either try to check if the jack is plugged in completely or if there is any outward damage. If everything looks fine and the problem still persists, please submit a support inquiry on our website.




When I insert earphones into my ears, I hear a crinkling sound. Is this dangerous?


The sound you hear is colloquially referred to as 'driver flex', and is a phenomenon attributed to an eccentric motion of a dynamic driver's diaphragm under the pneumatic load of an occluded ear canal. This occurrence is not known to be dangerous or harmful to the longevity of your earphones.




My earphones have very little bass or there is a whooshing sound coming from the environment on one or both sides.


If you are lacking bass response or hear a whooshing sound, it's possible you may not have a proper seal. Proper ear tip fitment and seal is crucial for optimizing the sound of your in-ears from DUNU. Please try to cycle through all the ear tips included in your earphone package to figure out which size and make of tips work best for you. Ear canals are not made equal, so some people may need to wear different size ear tips for the left and right sides of the earphones. Aside from ear tips made in-house by DUNU, we also partner with companies such as SpinFit and Comply to provide the best possible fit and experience out of our products.




Why can't I use regular MMCX cables with my DN-2002, TITAN 3, or TITAN 5?


Proprietary recessed MMCX connector on the DN-2002 Generic MMCX cables are only compatible with DUNU products outfitted with our patented Catch-Hold® MMCX female connector, and was introduced after 2016. All DUNU models with removable cables designed and developed prior to 2016 do use non-standard MMCX connectors. This list of models includes: DN-2002, TITAN 3, and TITAN 5. These models were developed in an era when MMCX connectors were considered to be not very reliable, but were quickly becoming a standard in removable cables. Reliability issues led us to develop our own methods of securing the MMCX connection, including recessed and keyed overmolds. If you require a replacement cable with your earphones, please send us a support ticket here.





Beryllium

Safety Notice on Beryllium and Beryllium-Containing Products


Several DUNU products, including the TITAN 6, DK-2001, DK-3001 PRO, DK-4001, 17th Anniversary Limited Edition Model, and LUNA, utilize Beryllium as a part or whole of its transducer material. Beryllium is identified as a potentially highly toxic material by the World Health Organization and various other regulatory agencies around the world. Its safe use and handling is crucial to your safety and those around you. Before you start using a DUNU product containing Beryllium as a part or whole of its transducer material, please read this safety notice on the potential health and safety hazards of Beryllium carefully and completely. This safety notice contains the following: I. Precautions for Use II. Proper Disposal III. Potential Health Hazards of Beryllium I. Precautions for Use The absorption of Beryllium metal, whether ingested, respired, or absorbed through the skin, may cause potential toxicity and deal deleterious long-term health effects to human beings, as specified in section III. However, the health risks for Beryllium are largely limited to the inhalation or ingestion of Beryllium microparticles or vapors. In solid form, or incorporated into a processed end product, Beryllium, according to current scientific knowledge, is not known to cause significant harm to human beings. I.a. General Use Precautions To minimize any potential exposure of Beryllium, please do not attempt to disassemble this product under any circumstance. Do not ingest any part or whole of the Beryllium-containing assembly. Keep the product away from the reach of children, pets, or any individual without adequate behavioral capacity at all times. Please store your product at room temperature and avoid any contact with corrosive substances, such as, but not limited to: hydrochloric, sulfuric, and hydrofluoric acids. Beryllium is a moderately inflammable material, so avoid heat, sparks, open flame, or any other sources of ignition. I.b. In the Event of Damage to the Beryllium-containing Assembly In the case of accidental or non-accidental disassembly, such as, but limited to, housing failure, please do not directly touch or otherwise come into physical contact with the Beryllium-containing assembly. Please proceed to store the product in an isolated, sealed container. In the case of driver failure, please apply a piece of secure, non-porous adhesive tape to the metal grille and to any other vents featured on the housings. Personal protective equipment is recommended during the handling of any Beryllium-containing assembly. I.c. Emergency Measures in the Event of Contact with Beryllium I.c.1. Contact with Skin Remove all clothing immediately. Rinse the affected area of skin with water for at least 30 minutes. If injured, identify any cuts or wounds, contact your physician, and/or proceed to an emergency department immediately. I.c.2. Inhalation of Beryllium-Containing Dust or Smoke Proceed away from the area of incidence and enter a well-ventilated area. Maintain an open airway. Proceed to an emergency department immediately. I.c.3. Contact with Eyes Flush the eye(s) that came into contact with Beryllium-containing material for at least 15 minutes or longer, until all of the material has been rinsed away. Contact your physician, and/or proceed to an emergency department immediately. I.c.4. Ingestion If the person who ingested the material is conscious, aware, and alert, allow the person to rinse the mouth with water. Otherwise, do not give any liquid to the person. Seek medical assistance immediately. I.c.5. Beryllium-Containing Product Swallowed as a Whole Piece If the product is swallowed accidentally or non-accidentally, for instance, by a child, maintain an open airway for the person who swallowed the material. Proceed to an emergency department immediately, and inform the medical personnel of the ingested contents. II. Proper Disposal II.a. Storage When disposing of your beryllium-containing product, please store the product in an isolated, sealed container. You may use a secure, non-porous adhesive tape to further seal the container. II.b. Contact for Disposal Please contact your retailer, distributor, or DUNU for further instructions on the return or disposal of your product. In the event that no contact can be established, please contact your local government agency for the disposal or recycling of your Beryllium-containing product. II.c. Further Resources For further reference, please visit the following webpage. III. Potential Health Hazards of Beryllium Beryllium exposure mainly affects the respiratory and/or integumentary system. Not everyone exposed to Beryllium will develop sequelae. The possible health effects of exposure to Beryllium include: Beryllium sensitization, chronic Beryllium disease, lung cancer, acute Beryllium disease, and skin diseases. For more information, please contact your local government agency and/or your physician.




How are coated Beryllium drivers made? What is the difference between the Beryllium coated drivers in the DK and TITAN series?


The vast majority of Beryllium dynamic drivers found in speakers, headphones, and earphones are coated with Beryllium via a thin-film coating process called physical vapor deposition (PVD). A thermoplastic polymer substrate, such as polyethylene terephthalate (PET) or liquid crystal polymer usually serves as the base for such a driver. The dome and surround are extruded, laminated, and stamped to specifications before being sent to a vacuum chamber for the PVD process. Physical vapor deposition of Beryllium atoms onto polymer diaphragms is then performed under a highly-controlled process, where the thickness and grain pattern of the coating may be modulated for optimizing acoustic performance. PVD may be performed on one or both sides of the diaphragm. The TITAN 6 utilizes a 12.6 mm driver with a single-sided Beryllium coating, and thus its production complexity is reduced, translating to a more affordable price. Coating on both sides requires double the amount of time and more complexity in masking. The DK-2001, DK-3001 PRO, DK-4001, and 17th Anniversary Limited Edition Model all utilize double-sided Beryllium coatings. While all four models utilize a 13 mm size diaphragm, all four diaphragms are differentiated by different base substrates, different grain patterns, and different thicknesses.




What is the difference between a coated beryllium driver and a pure beryllium foil driver?


Many companies are able to produce coated Beryllium dynamic drivers via a process known as physical vapor deposition (PVD). The PVD process is used in many industries to coat thin layers of metal onto all sorts of materials. However, there is a limit to the thickness of the deposited layers, as well as a fundamental lack of grain uniformity. This causes PVD Beryllium to be somewhat brittle. Additionally, acoustic properties of the base substrate (usually a thermoplastic polymer such as PET, PEEK, or LCP) still exist. Rolled Beryllium foil is different. According to Materion, our materials supplier for the pure Beryllium foil diaphragm of the LUNA, pure Beryllium foil " ...is rolled under extreme heat and pressure numerous times into a thin foil. This process creates a highly uniform grain structure, unlike physical vapor deposition (PVD), a process used by other companies that make acoustic beryllium. Rolled beryllium foil has increased durability when compared to PVD." This highly specialized process means that very few companies are able to produce and utilize rolled Beryllium foil. Materion, as the world's largest producer of Beryllium and Beryllium-containing product derivatives, is the only company known to produce Beryllium foil specifically for high-end audio purposes. Currently, only our flagship model LUNA possesses a diaphragm made from acoustic grade rolled Beryllium foil because of cost. Beryllium diaphragms produced via the PVD process are significantly cheaper to produce. Thus, DUNU will continue to produce Beryllium dynamic drivers using the PVD process.





LUNA

I inserted the LUNA on one side quickly, and suddenly the sound changed. What happened? What can I do to revert the sound?


This is a known issue with a subset of LUNA customers. If you experience this issue, please send us an e-mail or submit a support ticket and we will demonstrate how to troubleshoot this problem.




Is the driver for the LUNA made from pure beryllium? Or plated beryllium?


LUNA is only one of two earphones in the world confirmed to use acoustic grade, pure beryllium rolled foil for its diaphragm. For more information regarding the construction of LUNA's one-of-a-kind driver, please watch the following video:




What are the housings of the LUNA made from?


LUNA's housings are constructed from grade 5 (Ti 6Al-4V) titanium, with a minor alloy modification with other trace rare earth metals for better machining characteristics. This is an aerospace and medical grade titanium that is hypoallergenic and does not irritate the ears. Thus, we leave the finishing on LUNA bare to accentuate its similarity to planetary bodies.




I am having difficulty maintaining a good fit with LUNA. What can I do to improve the fit?


The stems on the LUNA are shorter than average to allow for a good fit with all different ear shapes and sizes. However, people with larger diameter or longer ear canals may experience trouble maintaining a secure fit. In this scenario, we recommend using SpinFit CP240 double flange tips to help obtain a better seal and fit in the ear.