FAQs

  • How do I get a copy of my invoice?

    • Please call Digital River Customer Service at (952) 392-2132.

  • What is my order status?

    • Please call Digital River Customer Service at (952) 392-2132.

  • Has my order shipped?

    • Please call Digital River Customer Service at (952) 392-2132.

  • What payment methods can I use?

    • We accept Visa®, MasterCard®, American Express®, as well as debit cards and ATM cards if they are issued by one of these major credit card companies. We also accept PayPal and wire transfers. If you choose to pay by wire transfer, you will receive instructions on how to send your payment once you submit your order.

      Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

  • Is it possible to order without a credit card?

    • Yes it is. Additional to credit cards we accept bank transfers, order to pay and checks. If you like to pay by bank transfer or order to pay, you will receive detailed information about the transaction when ordering.

  • Does my billing address have to match the address on file with my credit card?

    • Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

  • Should I use spaces or dashes when I enter my credit card number?

    • No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

  • When will my credit card be charged?

    • For purchases of physical products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped.

  • Why is my credit card being rejected?

    • There are many possible reasons for a credit card not being accepted: the card is expire, you have reached or exceeded your credit limit, you have exceeded your daily charge limit or a computer at either end of the transaction is having technical problems.

      If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.

  • Do I have to pay sales tax?

    • A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

  • How will you know where and how to send my physical product?

    • If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.

  • When will my backorder ship?

    • Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. Keep in mind that you will not be charged until your order has been shipped.

  • Can I change my shipping address?

    • Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

  • How do I get my tracking number?

    • Please call Digital River Customer Service at (952) 392-2132.

  • What is your refund policy?

    • The Sennheiser Online Store store by Digital River offers a 30-day money back guarantee.

  • How do I request a refund?

    • To request a refund, you must call Digital River Customer Service at (952) 392-2132.

  • How do I cancel my order?

    • To cancel your order, you must call Digital River Customer Service at (952) 392-2132.
      You can submit a request to cancel your order on the same day the order was placed (unless your product is on backorder). Please note that your request may not be able to be approved because your order has already been shipped. If your order cannot be cancelled, you will get an email notification when the order is shipped.
      If you chose to pay by check or money order and have not yet sent your payment, your order will automatically be cancelled after 30 days.

  • When will my credit appear on my credit card?

    • Your refund credit will appear on your card 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD).

  • What is your privacy policy?

    • Click here to view the Digital River privacy policy.

  • Who is Sennheiser?

    • Sennheiser is a German company who started in 1945, a world-leading headphone and microphone manufacturer, with a reputation for high product quality. Our microphones are used by almost all major recording artists. Our headphones are internationally renowned for absolute accuracy and maximum comfort – namely for reproducing the exact sound as the artist intended.

  • What is the Digital River Secure & Virus Free Protection?

    • We take your shopping safety very seriously. You can shop with confidence knowing that we have taken steps to ensure you are protected when you order through any Digital River network member. So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Protection provides you with shopping protection and peace of mind!

      Here are the details:

      You pay nothing if any unauthorised charges are made to your card as a result of shopping with us.

      Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures and provide Digital River with reasonable requested supporting documentation.

      100% of software downloads available through Sennheiser Online Store have been scanned for viruses.

      In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

      All information that you provide while shopping is encrypted.

      Because we accept sensitive information from shoppers (name, mailing address, credit card number and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.

  • Are cookies a security risk?

    • No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognise your browser.

  • How do I set up my browser to accept cookies?

    • If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

      If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

      If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

  • How do I get technical support for my product?

    • For assistance with the use or technical information of your product, please contact Technical Support using the link below.

  • My music sounds terrible! What’s the problem?

    • Upgrading your earphones will mean you will be able to hear how much detail has been lost due to compression. Cymbals will sound wobbly; vocals ‘thin’, bass not so deep and often there’s no atmosphere. The only solution is to lower the compression rate when recording or downloading music. Lossless is the best, but 256 kBs should be the best compromise between quality and storage space.

  • I can’t hear the bass. What’s the problem?

    • This is often because the fit is not right. For ear canal types the customer should use the other sized ear adaptors to make sure they go in as far as is comfortable/possible. Pushing them in a couple of millimetres more will make all the difference! For overhead headphones again, experimenting with positioning can make a huge difference.

  • Which are the best headphones for general rock and pop?

    • Many people like to have extra bass when listening to rock or chart music. Look on the Sennheiser packaging for words that mention enhanced bass.

  • Which are the best headphones for classical, vocal etc?

    • Adding bass in a headphone is easy, any brand can do that but getting a natural sound, so you hear it as it’s meant to sound is where Sennheiser excels. Our higher end headphones will often feature the word ‘natural’ sound. This is a flatter frequency response covering a wider range. This know-how is the result of extensive & (expensive) R&D which is why it is featured in the higher end ranges.

  • How good are Bluetooth® headphones?

    • There is a new apt-X® audio codec built into our headsets to offer CD quality music – much improved from the standard Bluetooth® quality with a wider bandwidth.
      It is important to note that no Apple® products include native support for the apt-X® codec. Sennheiser sells a USB dongle that allows apt-X® compression and streaming for computer-based listening systems (BTD 800 USB). Apple® support AirPlay®.
      The good news is that the new range of Bluetooth® products are indistinguishable from wired technology.

  • How loud is safe?

    • 85 dB is the recommended limit. So as a guide you should be able to hear someone talk from a metre away and limit listening periods to one hour and then have a break. Ensuring a good fit in an ear canal earphone will mean you don’t need to have the volume so loud and risk damaging your hearing.

  • Where do I ship my return?

    • If you would like to make a return and your item is open, please mail it to this address:
      Sennheiser Electronic Corporation, 1 Enterprise Dr, Old Lyme, CT 06371
      If you would like to return an unopened item, please mail it to this address:
      Arvato, 11500 80th Ave, Pleasant Prairie, WI 53158