Talk to us
We're here to get it right.
Whether it's a switch that doesn't sound the way you expected or a partnership that's been on your mind — there's a real team behind every reply.
[ 02 ] · Reach the right team
Different inquiries go to different people. Pick the right door and we'll get you the right answer — faster.
Customer support
Order tracking, missing items, warranty claims, returns, replacements, and product troubleshooting. Include your order # for fastest help.
Response · within 24h on business days
Press & media
Press samples, expert interviews with our Sound Lab team, brand assets, founder quotes, and embargo coordination for product launches.
Response · within 48h · press kit on request
Business & wholesale
Wholesale pricing, regional distribution, retail partnerships, OEM/ODM development, Sound Lab co-tuning, and custom builds.
Response · within 2 business days
Creators & community
YouTube/Reddit/TikTok partnerships, sound-test loaner units, Maker community submissions, affiliate program applications, and creator collabs.
Response · within 3 business days
[ 03 ] · General inquiry
Use the form — we route it to the right team within one business day. Or pick a channel above if you already know who you need.
Mon–Fri 9:00–18:00 GMT+8 (Shenzhen). Off-hours: support tickets handled in queue order.
Every email is read by a real person on our support team — not a chatbot, not an outsourced call center.
Many questions are already answered in our Support Hub — warranty, returns, shipping, and FAQ.
[ 04 ] · What to expect
We publish our actual average response times — not marketing aspirations. Holidays and Chinese New Year add 2–3 days.
Order, warranty, replacement, troubleshooting.
support@epomaker.comReview samples, press kit, interview requests.
press@epomaker.comWholesale, distributor, OEM/ODM inquiries.
business@epomaker.comKOL collabs, affiliate applications, community.
community@epomaker.com[ 06 ] · Headquarters
Our Sound Lab and main office are 20 minutes from the keycap factory, switch foundry, and assembly line. Proximity is why we can iterate sound, not just specs.
[ 08 ] · Logistics
Support: 12-hour median, rolling 90-day window. Press: 48 hours. Business: 2 business days. Creators: 3 business days. Published, not promised — updated monthly based on actual reply times.
Order number, product model, short description. For audio/sound problems, a 5–10 second recording (phone mic, quiet room) cuts diagnosis time by ~75%. Drop the file on Drive or WeTransfer and paste the link in the message field.
No, no, and no. Every email is read by a real human on a desk in our Shenzhen office, in the same building as the Sound Lab. The support team is four people. They escalate to engineering when needed, in-house.
Email press@epomaker.com with your outlet, audience size, and the products you'd like to test. Long-loan samples (60–90 days) for serious reviews, shipped globally. Sound Lab interviews on request.
Send a one-page brief to business@epomaker.com: product type, target sound, volume, target territories, timing. We reply in 2 business days with MOQs, lead time, Sound Lab session schedule.
Yes — open to creators across YouTube, Reddit, TikTok, and editorial sites. Standard rate is 8% on referred sales. Apply through community@epomaker.com with your primary channel link.
Press & business visitors, yes — by appointment. Sound Lab tours run Wednesday afternoons (14:00–17:00 GMT+8). Email press@epomaker.com at least one week in advance.
