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  • What is the "AC club"?"
    An exclusive membership for AC customers. (Q2 2023) What are the benefits of being an AC club member? Access the club's forum, allowing you to ask questions, post comments, and get a direct response from our team and other club members, exclusive promotions and coupons, a chance to win valuable giveaways, and more. How much it costs to join the AC club membership? It's free. How can I join? 1. Own an AC product. 2. Be a reviewer that reviewed at least one AC product. I bought a used AC product from another customer. Can I still join the club? Absolutely. All of the warranty and club privileges are transferred from the original customer to the new one. *The new system can only recognize orders that were made through our new website. If you purchased an AC product via a custom invoice, from our previous website, or from a fellow customer, and you'd like to join the club, please take the following steps: Send us an email at: with the original owner's full name and the order or transaction number. Sign up for our AC club membership using the same email address and wait for a confirmation email from us.
  • How long does it take to ship custom cable orders?
    Custom cable orders ship within 1-2 weeks. DIY accessories and ready-to-ship items ship within 2 business days. We're always doing our best to minimize the wait time as much as possible. We thank you for your patience.
  • What kind of warranty do you offer for your products?
    Products that are made by Arctic cables come with a hassle-free lifetime and fully transferable warranty.** *Repair service: If you send your AC cable back for repair, the labor and replacement parts are free. The customer pays for shipping.* *We'll cover the return shipping cost in the first 12 months. *Re-termination service: If you send your AC cable back for re-termination, e.g., changing the connectors from Audeze to Focal or for changing the connectors to a different brand, the labor is free, the customer pays for the replacement connectors and return shipping.
  • What is your return policy?
    All custom cables are made-to-order. We offer a vast selection of cables and a wide variety of customization options, making returns essentially impossible. We DO NOT re-sale pre-owned cables or re-use connectors and parts on new builds. We will consider accepting returns within 14 days with common customization options, e.g., all-black sleeve design, black splitter, standard lengths, standard connectors, etc. If you think you'd want to send your custom cable back for a refund for any reason, contact us before placing an order so we can review the order details. We will only accept returns that were approved before placing the order. *PayPal & Shipping fees are not refundable.
  • Can I cancel my order?
    Our custom cables are made-to-order and 100% handmade. Order cancellation is only possible if the cable hasn't been built yet. If you need to cancel or modify your order, please get in touch with us within the first 48 hours after placing your order. After approximately 48 hours, we will cut and gather the materials we need for your custom build and possibly even start the braiding/sleeving work and prepare your custom cable for soldering. Please make sure your cable and customization selections are conclusive before placing your order. If you have any uncertainties, please use our team for advice; we're here to help and respond quickly. If you're not sure which termination you need for your setup, please list your devices and headphones in the text field on the customization page so we can double-check the compatibility for you. If there's a problem with your order, please don't worry; we'll contact you and clarify which parts need to change. *As of June 2021, PayPal does not refund the transaction fees. PayPal & shipping fees are not refundable.
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