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.
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
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.
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.proReview samples, press kit, interview requests.
press@epomaker.proWholesale, distributor, OEM/ODM inquiries.
business@epomaker.proKOL collabs, affiliate applications, community.
community@epomaker.proHeadquarters
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.
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.pro 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.pro: 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.pro 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.pro at least one week in advance.
