FAQ

General Information

Where is Campfire Audio Based?

We are located in Inner SE Portland. Our address is 2400 SE Ankeny, Portland, Oregon 97214 USA. Give us a call to stop by for a visit if you ever find your self in Portland.

When was Campfire Audio started? When was model 'X' first launched?

Our first series of earphones was launch in the Summer of 2015. This included Jupiter, Orion, and Lyra. In Spring 2016 we released Andromeda and Nova. In the Fall of 2016 our liquid alloy line debuted with Vega, Dorado, and Lyra II. In August 2017 we debuted Polaris at the Hong Kong High-End Audio Show. February 2018 saw the release of our first headphone; Cascade. Spring 2018 saw the introduction of two new models in our stainless steel housing; Atlas and Comet.

Purchasing Online

In which countries can I shop on Campfireaudio.com?

We ship to many countries worldwide. Our official distributors supply Campfire Audio products to the countries that we do not ship to directly. If you are not able to locate our products locally and you don’t see your country on the list of available places to ship during checkout, please send us a note at [email protected] and we will do our best to find a solution for you.

I have an account, how do I recover my forgotten password?

If you’ve forgotten your password please use this link: https://campfireaudio.com/my-account/lost-password/. If you placed an order using the Amazon Payments gateway, that purchase will not automatically be added to your account. However, we can easily add it to your account if you contact us at [email protected]

Can I track my order?

Yes. Here is a special page just for tracking your order: Order Tracking. Please note that orders are shipped Monday-Friday and they are typically picked up around 1 pm PST. So if you placed an order over the weekend, rest assured we’ll be shipping it to you as soon as possible.

Can Cancel or Modify My Order?

New orders very recently placed and back-ordered products that have not yet shipped can be canceled by contacting +1 (503) 853-8608 or via email at [email protected], as soon as possible. Orders for items immediately available that have shipped cannot be canceled or modified once they have been shipped. We suggest you follow the return instructions for your order or simply refuse the shipment upon delivery, and it will be returned to our attention. Please allow 7 to 10 business days for your refund to be processed once it arrives at our warehouse.

Payments

What payment method can I use to make my purchase?

We offer a variety of payment methods for your convenience. Credit Cards, PayPal, and Amazon Payments. Choose your favorite option.

Why might my credit card be refused?

This can happen for a variety of reasons. If your billing address and shipping address don’t match this may cause an error. If you’ve accidentally entered the card number incorrectly, this will also cause an error to occur.

Can I include my company’s details on my invoice?

If you leave us a note when placing the order, we are happy to add this information to the invoice.

Is it safe to use my credit card on the website?

Yes. All of our direct credit card processing occurs via secure processing. Your credit card information never touches our servers. If you pay via Amazon Payments,
Amazon handles all of your credit card information and of course is extremely secure. Additionally, our site is very secure. Your information (for example, passwords or credit card numbers) is private when it is sent to or through this site.

Shipping and Delivery

When can I receive my order?

Orders are shipped Monday-Friday and they are typically picked up around 4pm PST. If you placed an order over the weekend, rest assured we’ll be shipping it to you as soon as possible.

Can the delivery country be different from the purchasing country?

Not at this time. We are working to reduce the occurrence of fraudulent transactions. But during this time, our standards for order processing have been tightened and require billing and shipping addresses to match with the payment method selected.

How long will my order take to arrive?

For most orders it is about 3 business days via our complimentary shipping method in the USA. Depending on the carrier or country you live in, it could be as long as 7 business days for a package to arrive. Additional time can be added depending on the particular requirements of your country’s customs.

How much do I pay for delivery service?

We offer complimentary shipping in the United States of America. International shipments are subject to the particular carrier rate selected during checkout. We offer our account rates to keep the costs as low as possible. Please note any duties are not covered by the shipping cost.

Is a signature required upon delivery of my order?

For security reasons, all online purchases require an adult signature upon delivery. All orders are delivered by FedEx or USPS. If your order is shipped via FedEx and you are unavailable to sign for your package, the driver will leave a door tag on your door, informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days and temporarily held at a location near you. If you are still unavailable to sign for your package, the package will be returned to us.

Product Returns

Do I have to pay anything to return my items?

Yes, customers are responsible for return product shipping.

How do I return an item?

Please let us know you would like to return a product via email to [email protected] Then, as long as you are within the return window, you are welcome to send us your return. Please address your return to: Campfire Audio – Returns, 2400 SE Ankeny, Portland, Oregon 97214 USA

How long do I have to return an item?

You have 15 days to request a return from the time of receipt. Campfire Audio earphones and headphones come with a 15-day no questions asked return policy that begins on the date of delivery. Returned IEMs and Headphones must be received in like-new condition with all accessories. A 20% restocking fee may be assessed for products returned in less than new condition, missing accessories, and/or in unoriginal or damaged packaging. Damaged earphones or headphones may be assessed a larger restocking fee. If it is determined a restocking fee will need to be accessed, you will be notified prior to the issuing of a refund for your order. Unopened products will not be assessed a restocking fee.

How will I receive my refund?

Once we receive and inspect your return, we will process your refund promptly. If there is a restocking fee, we will contact you before processing your refund.
The refund will be to the same method the payment was made. So if you paid via PayPal, you will receive a refund via PayPal. If you pay via Credit Card, the credit card you used will receive the refund. It can take 2-3 days for the processing depending on the financial institution, but often in practice, it happens much more quickly.

Product Authenticity

Where can I purchase authentic Campfire Audio products?

You can purchase authentic Campfire Audio earphones, headphones and accessories directly from Campfireaudio.com or from any of our authorized distributors or dealers.

How can I tell if the product I purchased is authentic?

Our products are serialized on the box and have an included warranty card to match that number. If you have any doubt, please contact us via email at [email protected] and we can give you the history of your product via the serial number.

What is a counterfeit Campfire Audio product?

A counterfeit product is reproduction or imitation of one of our products that are aimed at misleading the purchaser into believing they are authentic products. These products are a low-quality impersonation of our work. Occasionally prices of these counterfeit products are high in an effort to further mislead the purchaser.

Accordion item

If a website or shop seems questionable, trust your instinct. When in doubt, avoid dubious transactions.

How can I report a suspicious site or seller?

If you have any suspicion about a reseller or website offering Campfire Audio products, we recommend that you avoid the transaction. Please let us know if there is an unathorized seller of our products by emailing us at [email protected] and we will investigate the matter further.