Welcome to The Brio
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FRequently asked questions
Most Popular Questions
We love how excited you are to receive your brio products! We are too 🙂
We’re proud to ship far and wide, and we’ve always got your back! Our warehouse will process your order within 1 business day, then you’ll get a tracking link so you can monitor the parcel’s progress. For domestic US orders your parcel should arrive within 2 business days. If the link stops updating, or the courier reaches out to you directly with any problems, please drop us a line at email@example.com and we’ll investigate.
Your trust and support mean the world to us and we thank you for your kind patience while your Brio product is in transit. But seriously…why can’t we teleport orders yet?! Sigh.
An order confirmation email (with cost breakdown) will be sent to your inbox after checkout! This email also contains your tax and customs information so can be used as an official invoice too. Please double check that your email address is correct when you place your order. If you don’t receive confirmation within 24 hours then email us at firstname.lastname@example.org and we’ll re-send it.
Once an order hits our systems, it is very difficult to edit it. Please reach out to our support team at email@example.com ASAP if you notice a mistake. It’s also rare that our warehouse can stop the shipping process once they have your details, but if you need us to adjust your order for any reason please get in touch as soon as possible. We will try and catch it before it ships, but please be aware that this is not typically possible..
Items purchased on our website can be returned for a refund or exchange within 30 calendar days of the purchase date. Products eligible for such an exchange must be unused and in their original packaging. If your item was not purchased via our website, you should contact the re-seller directly for returns. Return shipping fees and the shipping fees from your original order will not be refunded for non-defective products. Before we can begin processing a return or exchange it is required that you fill out the Returns/Exchange form at brioaudio.com/support (click “Returns/Exchanges” button). Note that a shipping address and a valid Order Number are required for all returns and exchanges.
We want to hear from you! For the quickest customer support, please fill out one of the above support forms. For general enquiries, please message firstname.lastname@example.org. For retail and business enquiries, please email email@example.com. For collaboration or influencer enquiries, please message firstname.lastname@example.org. Of course you can always get in touch via any of our social media platforms, particularly Facebook, Instagram, and YouTube!
All countries have unique customs laws for taxes and duties when importing items from abroad, and Brio is not liable for any of these incurred costs. If you are concerned about high import fees in your region, please speak to your local customs office for more information before ordering. If you think there has been a customs error with your order, please forward any courier correspondence onto us with a breakdown of the charge, and we’ll try to help where we can!
Recycled Plastic / Circular Economy
Brio works hand-in-hand with our partners at PolyQuest Inc. (polyquest.com) and CarbonLite Industries (carbonliterecycling.com) to buy bulk recycled plastic from local collection facilities around the country. The plastic in your new Brio product was once collected from thousands of municipal curbside systems and deposit centers across the U.S. (aka through your recycling bin).
Currently, we use plastic bottles (which are more uniform) for the majority of our feedstock, however, we plan to expand into additional plastic feedstocks in the near future. The plastic bottles are sorted at the local recycling facility, and then compressed into half-ton bales which are then delivered to PolyQuest and CarbonLite.
These plastic bales are broken down, washed, and then separated by color and chemical properties into usable feedstocks using advanced sorting techniques. The entire reclaim process for CarbonLite is described here: carbonliterecycling.com/process. After washing and sorting, the plastic feedstock is melted into pellets which are then shipped to Brio for the creation of new products.
At Brio, we distribute recycled plastic pellets to manufacturers and then monitor them to guarantee that this recycled material is used to make every Brio-Branded products. This sounds simple, but it is no small task. Thousands of man-hours are spent on inspection, tracking and validation.
No manufacturer can make a Brio product unless they buy plastic pellets from us first.
Our goal is to make it easier for you to buy products built from post-consumer materials. We know that we can’t manufacture every product ourselves. Therefore, we are building a process which allows any manufacturer to build sustainability, as well as, a central marketplace where consumers can buy these products. By bringing the two sides of the coin together we believe that we can build the first marketplace of the circular economy.
A detailed web page is now being crafted to explain this process further. If you are interested in learning more please email us at email@example.com. We’d be happy to help!
All pieces of the shipping packaging in which your Brio product is delivered (box, accessory tray, foam insert, shipping bubble mailer) are 100% recyclable. After opening your product, the best way to dispose of them is through your local municipalities standard recycling process.
All pieces are designed so that they can be placed into your recycling bin. Each piece meets the requirements of over 95% of local recycling programs nationwide (in the United States). If you have any questions about whether your local recycling program will accept these materials (or how to sort them), please email us at firstname.lastname@example.org and we’ll be happy to help check into it for you.
The bubble mailers that we use for shipping use paper that is produced from 100% post-consumer recycled fiber. The internal plastic bubbles are made from 20% recycled film. The mailers are built with a natural feedstock (starch and natural fibers) which allow it to degarde completely (including the plastic bubble) during the composting process. Our foam inserts (inside the box) are also built with a natural feedstock which allows them to biodegrade.
When you no longer need your Brio product the best way to dispose of it is to simply place it in your local municipalities’ recycle bin. All Brio products have been designed so that that they can be easily broken apart during the standard recycling process. In over 95% of local recycling programs nationwide (US) this standard process will break the plastic from the internal electronics.
The plastic pieces in our Skyborn earbuds have a unique design that allows them to separate from the electronics much easier, which makes the material easier to recycle. If you have any questions about whether your local recycling program will accept a Brio product, please email us at email@example.com and we’ll be happy to check into it. We would even be happy to contact your local recycling center on your behalf. If they are not able to guarantee that the product will be adequately broken down and recycled properly, then we’ve also developed another solution.
We have now starting the Brio Cycle program where you can send us your old Brio product and we can recycle it into another generation of Brio products! Simply email us at firstname.lastname@example.org with the subject “Brio Cycle” to get the process started and to thank you for sending your Brio product back, you will receive a 20% discount code off your next order.
In the SkyBorn S4 earbuds the outside enclosures (outer surfaces) of both the earbuds and charging case are built of 100% recycled PET plastic. Several internal structures which are not visible are also built of the same material, especially inside the charging case. Other components like the electronic assemblies are made using industry-standard methods. However, all plastic material inside every Brio product is 100% non-virgin post-consumer plastic
Shipping & Ordering
We ship everywhere in the continental US and Canada via USPS. Internationally we ship via either FedEx or USPS to the following countries: Australia, Austria, Belgium, Belize, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Romania, Russian Federation, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, Republic of China, Turkey, Ukraine, United Arab Emirates, United Kingdom.
From the time of ordering it will take the following number of days for your order to arrive based on your delivery location: Domestic = 2 – 3 Business Days, Canada & Mexico = 7 – 10 Business Days, Other International (See above for a list of countries) = 14 – 20 Business Days.
After you place your order, a temporary hold will be placed on your card, which may appear as “pending” or “processing.” At the end of 24 hour period, your card will be charged.
We accept Apple Pay and all major credit and debit cards including Visa, MasterCard, American Express, Discover. Unfortunately, we cannot accept PayPal, checks, or money orders.
The majority of our discount codes apply to all our products, but often times they are excluded from some of our less expensive items or they may temporarily be disabled if we are running a store-wide sale. Honestly, we just can’t afford to give two discounts at once on some of these items so we have to exclude them. Other times the discount code that you have may simply be from a past promotion period. If you ever have a questions regarding promotion codes please reach out to us at email@example.com.
Also, please note, we only allow ONE discount code per order!
Returns and Cancellations
It typically takes 3-5 business days for a refund to appear in your account after the product is received back at our warehouse.
Hang tight, it can take our warehouse up to two weeks to receive and process your return. We’ll be sure to send a refund notification email as soon as we’ve issued your refund!
We offer a 30-day trial period. You can return or exchange your earbuds for free with no questions asked, even if you’ve worn them out in the wild.
If it has been longer than 30 days, and you are not satisfied with one of our products you can still return it to us for repair, replacement or refund. For refunds and replacements, a $25 restocking fee will apply for merchandise without a manufacturer’s defect. Damage due to normal wear and tear can be repaired at a reasonable charge. We offer $5 flat rate return shipping labels which include insurance and tracking. The above cost will be deducted from your refund or invoice credit. However, if you provide a written description and pictures we’ll often waive the return shipping.
On all Brio products we offer a 6-month warranty against material workmanship and manufacturing defects. If you believe that something is wrong with your device, please contact our customer service team by completing the above support form. A shipping address and valid order number are required for all warranty claims. Please provide a detailed description of your problem along with any pictures or videos describe the problem so that we can solve it as soon as possible.
User Manual downloads
SUPPORT TAB DEVELOPMENT BELOW
(ALWAYS KEEP HIDDEN)
Curiosity Sparks innovation.
Our Frequently Asked Questions are the best way to learn more about how your Brio product was made, when it will ship, and how it will perform.
All user manuals are provided below in print-able PDF format.
We Can Fix That. No Problem.
Our goal is to eliminate your issue ASAP. Please start by completing the form below.
We’ll respond with full email support.
This information is essential to helping us diagnose your problem and provide the fastest possible solution.
Please Complete This Form
Simple. Friendly. Returns.
We stand by our warranty and 30-day money back guarantee. If you’re not 100% satisfied then we’ll find the perfect solution.
To get started we need to collect your information via the form below. Then we’ll email you a return label. Once your order is shipped back, we’ll replace it within two business days. Your patience is greatly appreciated. We’ve got this.
Please Complete This Form
Note that a Shipping Address and a valid Order Number are required for all returns and exchange requests.
Let's Find your Order
To locate your shipment please take the following steps:
Search Your Email Inbox For "BRIO"
No matter which product you bought or where you ordered it you should have received an email with “Brio” in the description. The most effective first action is to find this email.
Find Your Order Number
In this email you should also find your order number. Our support team will need this order number if a tracking number is not readily available.
Do One of The Following:
Depending on whether or not your email already contains the tracking information we can help in two ways: