FAQ
Answers to the questions we get most often. Can't find yours? Message us — we answer every build question ourselves.
How soon will I receive my order?
If your item is in stock, your order will be shipped within 2 business days after placement. Most orders are delivered within 5–15 days after shipment, depending on the carrier and destination. Delivery to remote areas may take longer.
For exact inventory availability, please contact our customer service, or refer to our Shipping Policy for full details.
We do not arrange shipments on Sundays or certain public holidays. Once the holiday period ends, we resume dispatching immediately.
How long does it take to produce and ship a custom order?
If the accessories for your custom cable are in stock, your order will be shipped within 2–5 business days.
For some custom orders, production may take 5–10 business days, as certain custom components require additional manufacturing or processing.
Once your order ships, we will send you a tracking number via email.
How can I cancel my order?
You may cancel or modify your order before our warehouse team begins processing it. Once an order has been shipped, it cannot be canceled or modified.
Custom products are non-returnable and non-exchangeable.
If you wish to cancel or modify your order after purchase, please contact us via email (gucraftsman@gmail.com) or through our website's live chat. If the operation is feasible, we will assist you with the modification.
How can I exchange or return my order for a refund?
To request an exchange or return, please contact us within 30 days of the delivery date (determined by the parcel's carrier tracking record).
- Original shipping charges from the initial transaction are non-refundable.
- Return shipping costs and any import/export fees are borne by the customer, unless the return is due to a product defect or an error on our part (e.g. wrong item shipped).
- Custom products are non-returnable and non-exchangeable.
Once your return request is approved, please arrange the return shipment within 5 business days and email us the latest tracking link. Failure to comply will result in cancellation of the return process.
When will I receive my refund after returning an item?
All returned items must be inspected by our technicians upon arrival at our warehouse. If the product shows any signs of damage, malfunction, or wear caused by use after delivery, the return request will be rejected.
The refund will be processed after we receive and inspect the returned item. For credit card payments, the refunded amount may take 5–10 business days or longer to appear on your statement.
Please note: GUCraftsman is not responsible for any exchange rate losses or processing fees arising from your payment method (e.g. PayPal).
Which countries do you ship to?
We can usually ship to most countries via our Free Shipping service, while some countries are served via Standard Shipping. To confirm whether your country is supported, please contact our customer service.
We offer two shipping methods:
- Free Shipping — available for orders with a subtotal of $20 USD or more.
- Standard Shipping — a flat rate of $10 USD applies to orders under $20 USD.
Important: GUCraftsman is not responsible for any customs duties, VAT, GST, or other import-related charges — these are the customer's responsibility. If a parcel is refused due to import duties or taxes, it will be considered voluntarily abandoned and is not eligible for a refund.
What should I do if my headphone cable doesn't work?
First, please make sure the cable is properly connected to your device — both the source plug and the headphone connector.
If that doesn't resolve the issue, contact us — it's possible the cable doesn't match your headphone model. For example, a dual 3.5 mm cable made for one brand may look identical to a dual 3.5 mm cable for another, but the internal wiring (pinout) is different, making them incompatible. A cable built for one brand's wiring standard will not function correctly on a headphone that follows a different standard.
How can I tell left (L) from right (R) on my cable connectors?
1. Look for the “L” and “R” markings (primary method). Most Hi-Fi headphone and IEM cables have L and R printed on the connectors, the Y-split sleeve, or the housing near the earpieces. On IEMs with detachable cables (2-pin or MMCX), align the L/R marks on the cable with those on the earpiece.
2. Colour coding (secondary method). Some makers use colour rings to differentiate sides — commonly red for Right, and blue, green or black for Left. Conventions vary by brand, so always prioritise the letter markings over colour.
3. Still unsure? Contact us with your headphone brand and model and we'll confirm the correct orientation for your cable.