Raycon

Frequently Asked Questions

Email Support

Support Email

support@rayconglobal.com

Looking for help with a specific product? Click here for our help guides!

If you're looking for individual product manuals, you can find them here.

Ordering

You can find our latest promos on our deals page, here! To keep up to date on all our promotions and sales, sign up for our newsletter at the bottom of our homepage.

 

We've also partnered with a new service, Fondue, to create a CashBack option as a thank you for purchasing with us. If you check out with the CashBack, you can choose whether you want our CashBack offer  as a gift card to our site or as a Visa prepaid card you can use anywhere.

After a 30 day holding period, you’ll get an email letting you know it’s time to redeem your CashBack! All you need to do then is complete the redemption form, and then you can select your preferred CashBack redemption method.

 

For our US customers we accept the following payment methods:

  • American Express
  • Apple Pay
  • Diners Club
  • Discover
  • Google Pay Klarna
  • MasterCard
  • PayPal
  • Shopify Pay
  • Venmo
  • Visa

 

For our international customer we accept the following payment methods:

  • American Express
  • Diners Club
  • Discover
  • iDeal
  • Japan Card
  • MasterCard
  • PayPal
  • Visa

 

To see if we accept your payment method of choice, please reach out to our support team at support@rayconglobal.com

You can enter your discount code in several different places on our site.

You can enter one by clicking "Enter it here" below the Check Out button in your cart or at checkout by clicking "Add a discount code or a gift card.”

Be sure to enter the code without any spaces. Only one discount code can be used per purchase. 

If you've followed these instructions but you’re still unable to apply your code or your code isn’t working, you can place your order and reach out to our support team at support@rayconglobal.com to retroactively refund you the value of the code.

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number.

If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder.

 If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email right away. But don’t worry, your order will still be processed as normal. You can contact us at support@rayconglobal.com anytime and we will update the email address for you.

Unfortunately, order changes and cancellations are not possible as shipments are locked and sent for processing once the order is submitted. We urge customers to double-check all their information prior to checkout as no changes are guaranteed to be made prior to the shipment cutoff.

Unfortunately, we are not able to cancel or change your order once you submit it. Our system automatically registers, processes, and creates an order that is sent to our fulfillment centers - please be careful during the checkout process!

We urge customers to double-check all their information prior to checkout. Also, we cannot add additional products to your order.

If you receive a product that you do not like, you can learn how to return it here.

Unfortunately, we are not able to update shipping addresses once an order has been submitted.

Additionally, we currently do not have the ability to intercept or update order information with our carriers. Our system automatically registers, processes, and creates an order that is sent to our fulfillment centers.

We urge customers to double-check all their information prior to checkout. However, if the package is marked “return to sender” we will be able to issue a reshipment for you.

There are a few reasons why your order might have been canceled, but one of the primary reasons for order cancellation is due to suspected fraud.

We have a fraud protection software that detects misinformation that alerts us if a few criteria are met. We urge customers to carefully input their card information and personal details so that your order is not flagged. Orders can also be flagged if you attempt to purchase using a VPN.

If all of the information you input was correct, please contact us support@rayconglobal.com so we can assist you towards a solution.

Refunds can only be issued to the original payment method. It usually takes around 3-5 business days for the refund to appear on your statement, depending on your banking institution. If your original payment method has expired or if you have closed that account, don’t worry! You should still receive your refund. 

For cards that have been canceled or expired, your card issuer or banking institution will simply return the money on your replacement card.

If you don’t have a replacement card, the issuer or bank will return your money another way, usually through check or direct deposit into your bank account. If you are experiencing issues receiving your refund, please reach out to your card issuer or banking institution.

All refunds are issued in USD and will be converted based on current exchange rates.

If you’re looking to buy replacement cords or charging capsules, you can find them here.

Additional or replacement accessories can be found here

Unfortunately, the products available on this page are the only ones we currently have available. We do not sell individual earbuds.

Due to popular demand, some of our products can be sold out. In these cases, they are usually back in stock within a month. You can keep up to date with our in-stock inventory by checking our website or signing up for our newsletter.

There are cases where certain products have been discontinued. In those cases, we hope you can find other products we have that work for you!

If you have any questions about out-of-stock or discontinued products, please reach out to our support team at support@rayconglobal.com.

Shipping

Domestically, we ship to any address in the United States except the following:

  •  American Samoa
  • Federated States of Micronesia Guam
  • Marshall Islands
  • Northern Mariana Islands
  • Palau
  • United States Virgin Islands

 

Internationally, we ship to the following countries:

  • Austria
  • Belgium
  • Canada
  • Croatia
  • Denmark
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Mexico
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Spain
  • Sweden
  • United Kingdom

 

If your country isn’t listed, don’t worry! We are planning on launching to more countries so sign up for our newsletter to stay up to date as we continue to expand.

Domestic Shipping Options

For our customers in the U.S., we offer free shipping within the United States on all orders above $35 USD placed on our Raycon Global website: www.rayconglobal.com.

We work with carrier partners such as DHL, UPS, and USPS. FedEx is our expedited shipping carrier. You can see our domestic shipping options below:

 

 

*Most Expedited shipments take approximately one business day to process. Once your order has shipped, it will arrive in approximately 2-business days. Please note that a business day is normally Monday through Friday, from 9 a.m. to 5 p.m. EST, excluding holidays. Orders will not be processed, shipped, or relayed on holidays or weekends. Expedited shipments made after 11 a.m. EST will be shipped the following business day. 

 

**Expedited shipments can not be shipped to any PO Box address, if your shipping address is a PO Box, your order will be returned to us. Please use another shipping address when placing your order.

 

International Shipping Options

For our international customers, we provide a free standard shipping option for all orders above $50 USD. International orders are subject to customs, and duties which are included during checkout. Customers will not have to pay for customs and duties upon the arrival of the package to your country. You can find more information on customs, taxes, and duties here

Orders shipped to the EU are done so via our partner Passport Shipping. For all orders EU €150 and under they will be listed as the seller of record.

Our international shipping options are outlined below:

 

 

*International shipping times vary, so it's best to check the exact arrival date through the tracking link we provide you in your order confirmation email. 

For domestic customers, you can see our average shipping times by shipping option below:

 

For international customers, you can see our average shipping times by country below:

Raycon offers free shipping on all orders that are $50 USD and up. We use a system called “Delivery Duties Paid," which means that all upfront costs you pay will go towards paying off customs fees and taxes.

  

The purchaser will not have to pay any additional fees once the package arrives in their country, as the fee you pay us goes directly towards the carrier to cover these duties.

 

Please note that Raycon does not profit off these fees; all customs/duties go directly to the government.

 

Also please be aware that Raycon is not responsible for any additional costs that may be charged by your local customs and postal service. This incident happens in only select countries, specifically members of the EU, so we would recommend checking out your local customs regulations for more information.

Orders are usually processed in 1-3 business days. Once your order has shipped, you will receive a shipping confirmation email with a tracking link that will allow you to check on your shipments progress.

For international shipments, you can find detailed tracking information here: https://passportshipping.com/track

Once confirmed, it can take 24 hours for your tracking number to update.

If your tracking information displays as Tracking not registered on our tracking page, you can still use the tracking number to access the details of your shipment by using a search engine, like Google, or by going directly to the carrier's website. 

If you are still having trouble locating your shipment, please email our support team at support@rayconglobal.com

Unfortunately, we are not able to update shipping addresses once an order has been submitted. Additionally, we currently do not have the ability to intercept or update order information with our carriers. Our system automatically registers, processes, and creates an order that is sent to our fulfillment centers. We urge customers to double-check all their information prior to checkout.

However, if the package is marked “return to sender” we will be able to issue a reshipment for you.

Shipping companies often take indirect routes to reach a customer's address. Delays for ground shipments also occur often due to inclement weather and poor traffic conditions, so shipments can be held at checkpoints for longer than anticipated. 

International shipments will often take longer to arrive because of carrier or customs delays.

If your package is lost, please file a claim with the carrier. Once the carrier has confirmed the package was lost in transit, you can forward that confirmation to our support team at support@rayconglobal.com to qualify for a reshipment or full refund.

If your shipment has remained at a checkpoint for longer than 14 days, your order has been delivered to the wrong address or you have continued difficulty locating the status of your package please contact support@rayconglobal.com

If your order has arrived with damaged or missing items, please email us at support@rayconglobal.com with photos of all the items you received in your package and your order number associated with your purchase.

We will access and respond to your claim within 3 business days.

All damaged, defective, incorrect or missing items must be reported within a reasonable time from delivery date.

Returns

For products purchased directly on our Raycon Global website, we offer a 30 Day Satisfaction Guarantee.

The 30-day period begins upon the date of your purchase. Within those 30 days, you may submit a request for a full refund*, product exchange, or Raycon store credit of equivalent value that may be redeemable for any product on our website.

Our Satisfaction Guarantee policy does not apply to lost or stolen earbuds or accidental damage. You can read more about our return policy here.

To learn more about returning your product, click here. If it's been more than 30 days since your purchase date, please refer to our one-year limited warranty policy here.

 

*any charges related to expedited shipping will not be refunded.

For products still within 30 days of purchase, you may submit a return request for a full refund*, product exchange, or Raycon store credit of equivalent value that may be redeemable for any product on our website. 

 

 *any charges related to expedited shipping will not be refunded.

For customers inside the US and in Canada:

You can start a return using our online portal here: https://returns.rayconglobal.com/#/

 Make sure you have your order number and tracking zip code on hand to begin filing.

For products still within our return period, you can submit a return request for a full refund*, product exchange, or Raycon store credit of equivalent value that may be redeemable for any product on our website. 

Once you have completed your return request, you can print out your free return label and ship your product back to us.

Returns typically take 5-7 business days to process once they have been received by our returns department.

For any additional questions please contact our support team at support@rayconglobal.com.

 

 *any charges related to expedited shipping will not be refunded.

For customers outside the U.S. and Canada:

If your product is damaged or defective, please contact our support team at support@rayconglobal.com before proceeding with filing a return request.

Raycon does not provide prepaid shipping labels for international returns, but we will reimburse up to $10 USD for fees incurred.

Please follow the directions below to send your earbuds back to make an exchange or refund claim.

 

Filing your return request

You can request a return using our online portal here: https://returns.rayconglobal.com

Make sure you have your order number and tracking zip code on hand to begin filing.

 

Returning your product

Make sure to include the product(s), a note of your order number, and all accessories along with a printed copy of this email with your return shipment.

Not including this email may make it impossible for us to identify and process your return. Provide any notes, updated addresses, or instructions for our Returns Department if needed.

Please send your return to:

13980 Central Ave
ATTN: Returns
(646) 844-0350
Chino, CA 91710

 

Return processing

You will receive a confirmation email as soon as the return is processed.

Please allow 3-5 business days once the item is received to process your request.

Before shipping out your package, save your tracking number and mailing receipt; we are not able to issue refunds or replacement items for lost items without this information.

All refunds are issued in USD and will be converted based on current exchange rates.

Once you see your product has returned to our facilities shoot us an email so that we can process your replacement pair or refund as soon as possible.

 

Shipping Reimbursement

Raycon will reimburse $10 USD for any shipping fees you incur and up to $35 USD for customs fees by refunding your original order - please provide a receipt of invoices reflecting such payment on your part. 

We only issue refunds through PayPal.

The email address on the PayPal account has to match the email address used for your order.

If you don't have a PayPal account, creating one is simple, free, and can be done here.

The amount credited to you for your shipping fees will be denominated in USD.

For both returns and warranty claims, your shipment must include your product in its entirety (your earbuds and charging capsule, etc.).

While not explicitly required, we encourage you to ship back everything that you received from your original purchase even if the packaging is missing.

Please refrain from sending single earbuds or charging capsules alone for returns or warranty requests for a full product. If these items are received alone they might be rejected and sent back to the return address.

You will not be charged a fee for any returns or exchanges unless you exchange your earbuds for an updated model. While in almost all cases we do not charge a fee for any returns or exchanges, we do reserve the right to apply a 20% restocking fee or deny a return if the item has been unreasonably tampered with, the original contents are not returned in full, or shows signs of excessive wear and tear from user misuse.

Warranty

The Raycon Limited Warranty only covers manufacturer’s defects for up to the first year after a device's purchase date. 

These include:

Volume imbalance
Pairing issues
Charging issues
Broken pieces & binding failures (not caused by normal wear)
Single-play issues

The warranty excludes defects or damage to the product resulting from; normal wear and tear, neglect, misuse, accident, improper application, use not in accordance with operating instructions, the alteration or removal of any serial number, or any other customer-induced damage; unauthorized repair or modification by the customer or third party; damage caused by the equipment with which product is used; shipping damage occurring while the product is in transit; or any other conditions whatsoever that are beyond the control of the company.

If your warranty claim is approved, you can return the defective product in exchange for an equivalent product. 

 

If you're unsure, you can check if you are still covered by the warranty by contacting our support team at support@rayconglobal.com.

Accessories purchased separately are included under our one-year limited warranty policy and are subject to the same terms of that policy. 

Before filing a warranty claim for an accessory, please reach out to our support team at support@rayconglobal.com

We currently offer extended warranty protection through Clyde. You can purchase this protection for your Raycon product on the Raycon website at checkout. For more information on the protection plan, click here

For customers inside the U.S. and Canada:

You can file a warranty claim using our online portal here: https://returns.rayconglobal.com/#/

Make sure you have your order number and tracking zip code on hand to begin filing. 

Under our one-year limited warranty, you can exchange your product for the same item or another color for the same model. If you'd like to exchange for a different product model click Shop with return credit at the bottom of the window to see available options.

Once you have completed your claim, you can print out your free return label and ship your product back to us. 

If you have any issues please contact our support team at support@rayconglobal.com.

 

Our international customers can submit a warranty claim by emailing us at support@rayconglobal.com. Please include International Warranty Claim Submittal in the subject line. Your email should contain photos of your product with your order number and a detailed description of the issue you're facing with your order. By submitting a claim in this way, you are attesting to its truthfulness under penalty.

Once you email us with this information, we will go ahead and proceed with processing your warranty request.

*If you are filing a claim from an APO address, please file a warranty exchange here and then send us your warranty statement.*

We cannot honor claims submitted outside of our one-year limited warranty period. If you have additional questions about this, please contact our support team at support@rayconglobal.com.

We currently do not offer repairs, but we do offer some replacement parts, like charging capsules and charging cords. Those products, when in stock, can be found here.

We do not sell individual earbuds.

Third-Party Sellers

Products purchased through an authorized retailer are subject to that retailer’s return policy. Please refer to that retailer for more information on the return policy they offer.

For products no longer within the original retailer’s return policy, Raycon offers the same one-year limited warranty we provide for products purchased on our site, that allows you to return your defective product for a replacement. For more information about the warranty policy and what is covered, click here

Warranty claims can only be filed for products no longer within the original retailer’s return policy.

In order to file a warranty claim for a product purchased from an authorized retailer, please email support@rayconglobal.com using the subject line “Third-Party Warranty Claim.” Include the name of the retailer, proof of purchase, a picture of your earbuds, a description of the problem, your name and shipping address. Successful claims will receive a replacement product of the equivalent model you purchased based on current inventory. 

Products purchased through Amazon are subject to Amazon’s 30 day return policy. You can learn more about their return policy and how to return a product through Amazon here

For products no longer within Amazon’s return policy, Raycon offers a one-year limited warranty we provide for products purchased on our rayconglobal.com site, that allows you to return your defective product for a replacement. For more information about the warranty policy and what is covered, click here.  

To file a warranty claim for a Raycon product you purchased through our official Amazon storefront, please contact us on our Amazon Seller profile here.

Simply click the “Ask a question” button on the right side of the page.

You can also contact us via Amazon by accessing your Amazon account, clicking on “Returns & Orders,” searching for your Raycon order/product and clicking “contact seller.”

In your message, please provide a description of your issue, order ID, and your current shipping address. One of our representatives will contact you with more information.

Gift Cards & Gifting

Currently, we have gift cards in the following denominations: $25 USD, $50 USD, $80 USD, $100 USD, $120 USD, $150 USD, and $250 USD. 

Raycon gift cards can only be used at rayconglobal.com and can be used toward all domestic and international orders. They are not applicable to any third-party vendors.

Gift cards are received via email, which can be printed out for or forwarded to the recipient. The gift card amount can be used towards the product, shipping, and taxes.

Gift cards can be purchased by any country we currently ship to. Gift cards are purchased in USD and converted into local currency. They are subject to the current exchange rate.

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Our gift cards are non-refundable, but they are transferable.

If you are not interested in buying or having a pair of Raycons for yourself, feel free to give the gift card number to a friend, family member, or acquaintance so they can buy Raycons for themselves.

If you purchase a Raycon product using a gift card and return the Raycon product for a refund, your gift card will be refunded. We can only refund the original purchase method.

We currently do not support checking balances online. To learn the balance of your gift card, simply email our support team at support@rayconglobal.com with your unique gift card code.

Yes, share the love! The only thing you need to transfer your gift card is the gift card code, which can be found in the confirmation email you received after you placed your order.

At the moment we do not offer gift wrapping. Our earbuds come snugly encased in our sleekly-designed boxes that can be easily wrapped or given as a gift without the use of additional wrapping.

We’re excited to finally introduce gift receipts! In order to send a gift receipt, all you need to is enter your order number (without the ‘#’) and shipping code here

Then all you need to do is give the name of your giftee and choose a product! From there, you’ll be provided a QR code that you can take a picture of, print, or email to your giftee!

If they experience a problem with their product anytime within our limited 1-year warranty, they will be able to use the QR to easily file a claim. You can learn more about our 1-year limited warranty here.

All purchases, including gifts, are covered by our one-year limited warranty and 30-day return policy.

Gifts can only be returned within our return policy period for a refund by the original purchaser. If you received your earbuds as a gift with a gift receipt, simply scan the QR code on the gift receipt to begin your warranty claim.

If you received your earbuds as a gift and did not receive a gift receipt, you can use the gifters order number and shipping zip code to file for a return using our return portal here: https://returns.rayconglobal.com/#/

Simply click the “Start Gift Return” button beneath the main portal login.

If you do not have the gifter’s order number or shipping zip code, please email our support team support@rayconglobal.com with as much as the following information as possible: gifter's full name, email address and shipping address. We will try to locate the order so you may proceed with the gift return.

My cart (0)

Your cart is empty....