Bloom Audio Support

FAQs

Hey, this is a great question. There are plenty of high end audio stores online, many which sell some or all of the brands we do. But we think there are things we do better.

First, we're small. Really small. And we genuinely care about every customer. Our mission here is not to build a massive eCommerce fulfillment company and crank out as many sales as possible. We want to be a speciality audio retailer that builds a loyal customer base over time. The key to that is providing real, genuine, thoughtful service throughout the entire experience...and we think we do it really well.

We also minimize the "risk" of buying high end audio online as much as possible. Great return policy. Guaranteed best prices. Fast and free shipping. And a real person who you can talk to any time to get advice or support.

Ah, our favorite question. Let us break it down for you:

  • Yep, we are small. That means we value your business. A lot. So we are highly incentivized to take really good care of you and make sure you’re 100% happy with your experience at Bloom.
  • Our staff has real experience and real knowledge about everything we sell. And both our pre and post sale support is stellar. 
  • You can’t get a better deal at Amazon. We offer the very best price allowed for everything we sell. So unless you’re looking at some rogue third party seller, shady grey market retailer, or a used item on a marketplace site...you simply can’t get a better deal than Bloom. Call or email us if you see otherwise!

Amazon is a great place to shop for a lot of things. But for high end audio, it’s not. We're sure of it and promise you will be too once you experience shopping with us.

Nothing beats being able to walk into a local HiFi dealer, chat it up with a friendly salesperson, and audition the product you're thinking about buying. It's by far the best way to discover new stuff and determine if something is the right fit for you. But sadly, there are very few high end personal audio dealers out there. A maddeningly small amount! So whether you live near our office in South Jersey or are on the other side of the country, we want to be your local dealer. When you call us, chat with us, or email us, we will give you the same high level of personal service that you'd get from a great dealer.

That said...if you ARE near a great dealer like The AV Boutique or The Source AV and they sell the same thing that you're interested in buying from us, please go visit them instead! Trust us...having a relationship with a great local dealer is the cat's pajamas. Don't miss out on that great experience if you're lucky enough to have a dealer near you.

Yes...lifetime.* We are one click or call away for technical support on anything you buy from us, for as long as you own it. We're not looking to make a sale and move on, we want you to enjoy your audio for years to come and we'll be there to support you.

*Warranty (or out-of-warranty) repair/replacement is still done by the manufacturer itself. But no matter when you purchased it, we will do everything we can to troubleshoot, provide solutions, and help you get warranty support from the manufacturer as needed.

We're authorized dealers of everything in our store. And we promise to always have the best prices on everything. Find a better price elsewhere? Let us know, we'll work our magic. Please note: needs to be an authorized dealer (not eBay, Audiogon, etc).

We are obsessed with providing the best service possible. Like, seriously obsessed. But how good are we really? See what our customers have to say: https://www.trustpilot.com/review/bloomaudio.com

Usually the best way to get in touch with us is via email so that we can take a moment to think through your request and offer a solution. You can also call us. Our response times are crazy fast.

For the most part we operate during normal 9am-5pm EST, Monday-Friday business hours. Saturday mornings sometimes. We're reachable by phone and chat during business hours. You can email us any time and we usually get back to you lightning fast.


Our in office demos are by appointment only. If there is a specific product you would like to audition, send us an email and we can setup a time. hello@bloomaudio.com

Yeah, for sure. As long as they are an authorized dealer.

Of course! We're still growing and don't yet have the bandwidth to stock every single item offered by each of our brands, so if you ever want something special ordered for you, just ask! We can usually have it ready for shipping to you within a few days. Just keep in mind that custom/special order items like an AudioQuest cable in a specific length is final sale (no cancellations or returns).

Email or call us. We offer lifetime support. Yes...lifetime. So if it’s a product that’s still under warranty, we’ll help you get it taken care of with the manufacturer. And if it’s years later and outside of the warranty, we’ll do our best to troubleshoot and identify a solution. Oftentimes there is a low or no cost fix.

Maybe. If not, we can get you the right resources. We won't ever be afraid to admit when there's something we don't know off the top of our heads, but you better believe we'll help you in any way we can. Just email us already, we're not monsters.
Yeah, dawg. Everything for sale at Bloom is sourced directly from our brand parters, 100% authentic, fully authorized, fully warrantied, and in stock at our NJ office. We don't mess around with drop shipping, grey market stuff, or anything sketchy at all.

We sometimes get products returned if they're not the best fit or preferred sound signature. We carefully inspect, clean, and resell these as "open box." We do not ever buy used products, accept trade-ins, or source anything we sell from third parties. Our open box listings are simply customer returns that are complete and like-new.

Absolutely. All of our store policies are the same for both new and open box items. If you're looking for rock bottom "close outs" or "liquidation," look elsewhere.

Dude, we feel you. The prospect of buying previously used headphones or (especially) IEMs can seem super unhygienic. But rest assured, we are intense about making sure that we clean the living daylights out of anything we list for sale as open box. Earcups are wiped with alcohol and eartips are replaced or heavily cleaned. We make sure that everything is so pristine, you would have no clue it was ever previously worn.

Occasionally, our brand partners will offer us discounted B Stock products for sale. These are typically "new" items with cosmetic imperfections. The same return policy and warranty would apply as they do with open box stuff, but there might be a scratch or dent or some other kind of flaw. If you want more details on the cosmetic imperfection specifics for any B Stock product we have, feel reach to ask us. We will gladly provide more info and/or photos.

We're proud to offer the full lines of custom in-ear monitors from our friends at 64 Audio, Campfire Audio, Empire Ears, and Noble Audio. But before buying custom IEMs, you would need to get impressions made by an audiologist. Here are the instructions from each:

Once you have your impressions, you're good to go and ready to order through us. So now the obvious question: why should you order your custom IEMs through Bloom and not just direct from the manufacturer? The answer is simple: lifetime support and our white glove service through the every step of the process. So yeah, you pay the same price with us as you would direct, but you also get us to personally guide you during the whole process and get our support for as long as you have your custom IEMs. Seems like a no brainer? For sure.

Only in the beautiful state of NJ. If you're lucky enough to live here, high five us as we build some roads together.

We accept Visa, MasterCard, American Express, Discover, Shopify Pay, Apple Pay, Google Pay, PayPal, Klarna, and Bitcoin.

Yes, Bitcoin. We’re big proponents of Bitcoin here at Bloom, and we’re thrilled to offer it as a payment option both “on chain” and through the Lightning Network. We proudly use OpenNode.

You better believe it. Beyond all of its inherent benefits, bitcoin has big advantages for merchants like us. The main one being that we don't get hit with a transaction fee like we do with all the other payment methods we accept, which range from 3-6%. So we can pass these savings along to you – purchases paid for with bitcoin will save an additional 5% off. The discount code is "BITCOIN5." Please note: since we adhere to and respect the pricing policies of every brand we partner with, a few brands decided not to participate in this initiative. So the discount code will work on most, but not all, products in our store.

We partner with Klarna to offer flexible financing and split-up payment options for our customers. You can learn more about Klarna here: https://www.klarna.com/us/what-is-klarna

Everything we sell has a free shipping option available other than accessories under $50 and international shipping for the few products we sell outside the US. For items under $300, free shipping takes 2-4 business days. For items over $300, free priority shipping takes 1-3 business days. For items over $1000, we pretty much always will get it to you within 2 days.

Faster shipping is available for purchase at checkout. Just keep in mind that optional faster shipping, and international shipping, is non-refundable. This includes any Overnight shipping from a promo code. So if you return something that you got free $60 overnight shipping on, that shipping cost will be deducted from your refund.
99% of the time, unless noted otherwise on the product page, we ship stuff same day as purchase. All orders placed before 4pm EST almost always ship that day. We'll contact you if there is an unforeseen delay. Unlike most online audio stores that ship through third party shipping services, we actually stock and ship everything ourselves here in NJ. So you won't get stuck with some unexplainable shipping delay or misplaced package.

Yes, all orders require signature confirmation upon delivery. If you aren't there when a delivery attempt is made, a doortag will be left for you to reschedule or have the package held for pickup.

For the majority of our products, no. We’re an authorized dealer for most of our brands in the US only. There are a few products that we can ship to Canada. Email or message us if you need more info. We're also happy to recommend retailers outside the US that we know and trust such as Audio Concierge.

The return window is 30 days from delivery for all products without batteries (such as headphones and earphones) and 14 days for products with batteries (such as portable DAC/amps and DAPs).

The only non-returnable products in our store are custom-made IEMs, individual sets of eartips, and special orders.

Contact us (support@bloomaudio.com) first to get the return process started. We'll provide a free return label once we get the details of your return request.

If you placed an order (or preorder/backorder) and decided you would like to cancel it, please reach out to us at support@bloomaudio.com. Depending on the method of payment used, there is a non-refundable fee between 2.9-5.99%. This is a payment fee from Shopify, PayPal, Klarna, etc. that does not get refunded to us. Unfortunately, this is outside of our control and definitely sucks big time. :-(

Nope, we cover return shipping within the US. We use USPS for return labels. If you'd like to ship via a different method (e.g. maybe because you want to buy shipping insurance), that's totally fine as well, just let us know.

For most items, there is no restocking fee when returned for store credit or to exchange for a different product of equal or greater value. If you choose a refund back to your original payment method, there is a 10-15% restocking fee.

The restocking fee is only applied to any amount refunded. So for example if you return a $1000 item and exchange towards a $900 item, and want the difference refunded, a restocking fee is only applied towards the $100 amount refunded back to your original payment method.

Refund restocking fee amount:

  • Cash, Check, "Personal Payment" via PayPal: 10%
  • PayPal: 12.9%
  • Debit and Credit Card (including Apple Pay & Google Pay): 13.6%
  • Klarna: 15%

Open box items have the same return and restocking fee policy as new items. Custom-made IEMs, individual eartips, and special order items are non-returnable.

Any product that is defective out of the box will be replaced free of charge. We would troubleshoot with you first before initiating a return in any case that a product seems potential defective. We carefully inspect and test returns to verify the defect when received. If it is confirmed defective, a brand new unit will be shipped right out. Refunds would still incur a restocking fee. Software or device incompatibilities are not considered defects, so for example if you purchase a DAC and it isn't compatible with your computer's version of Windows, if you return it, the normal return policy applies (i.e. a restocking fee if you chose to refund).

If there are any cosmetic damages or missing components in a returned package, we'll reach out to you regarding restocking fee amount. Noticeable scratches, dents, or any other damage is subject to a minimum 20% additional restocking fee. Refunds are not offered for products returned in non-resellable condition.

Any returned product that has a serial number different than what was purchased from us will be refused. We record the serial number on every product that we ship.

We reserve the right to refuse a return in general if it's returned in any type of poor condition. For example, if you purchase a leather product (like the Focal Stellia) and it's returned smelling of cigarette smoke, it will be considered non-returnable and be sent back.

We're very easygoing and want you to be happy with everything you buy from us. Just be up front regarding the return reason and we'll happily assist.

Yes, we allow a maximum of 3 returns, cancellations, or exchanges per household in a 12 month period.

While we pride ourselves in offering the best support possible, accidental damage isn’t covered. We inspect all returns carefully; if there’s any physical damage or signs of misuse, it isn’t covered. But we’re also really reasonable people, so if your dog ate your headphone cable or whatever, we’ll probably hook you up with a discounted replacement. Just give us a shout.

Returns for orders paid for via Bitcoin are refunded with store credit (or exchange) only.