Please take the time to review our policy prior to making purchases and feel free to message us regarding any further questions you may have about your order/placing an order.

Software

Software is delivered electronically directly to your EMOTIV account upon receipt of payment if the purchase is completed under your EMOTIV account. Please go to My Account and click on “Downloads” to access your download link.


Delivery information

Payment must be made in full prior to shipping or delivery of the Order, or any part thereof.

For EPOC+, INSIGHT, EPOC Flex Saline orders and their accessories:
US orders are shipped from our US warehouse within 1-2 business days* from the receipt of payment.
Non-US Orders are shipped from our factory in the Philippines via UPS. It can take up to 7-10* business days to process the order and generate the tracking number.

For EPOC Flex Gel and its accessories: All orders are shipped directly from our facility in Germany. Please note that it would take up to 4-5 weeks* to process and ship the FLEX Gel order.

When the headset is packaged and shipped, you will receive a notification containing the tracking information via the email address that you used when you made your purchase.

*These are estimated delivery times. Shipping may take longer during local holidays because manufacturers and couriers will have limited operations.


Duties & Taxes

The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. Please note that import duties, taxes, and charges are not included in the item price or shipping cost. They are the responsibility of the customer and will be assessed by your customs office at the time of delivery.

Additional charges must be fulfilled by the recipient. We have no control over these charges, and cannot predict what they will be, because customs policies vary widely among countries. You should contact your local customs office for more information.

When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Customs offices in some countries** require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as Unique Identification Number, RFC, CPF, or Tax ID.

**Countries that may require an identification number include: Brazil, Chile, Mexico, Ecuador, India, Israel, Peru, South Africa, South Korea, Taiwan and Turkey.


Tracking your order

When the headset is packaged and shipped, you will receive a notification containing the tracking information via the email address that you used when you made your purchase. It is your responsibility to keep track of the package with the delivery confirmation number provided after the item has shipped since you will need to schedule a re-delivery or pick up after the first missed delivery attempt. This includes international packages and customs process. Please be advised that any packages returned back to our facilities other than the fault of the shipping carriers (eg. incorrect mailing address, unpaid duties and taxes, unclaimed package, etc.) will be refunded but the shipping charge will be deducted from the total.

Please make sure all delivery information is correct since we are unable to make changes to any informationonce the order has been submitted.

If you choose to abandon your shipment and/or fail to pay any duties and/or taxes assessed, you are not entitled to a refund or replacement and any reshipment fees incurred will be at your expense.


Expedited shipping

In order to be considered for expedited shipping, customers will need to create a support ticket and request expedited shipping. In the support ticket, customers are to include their order number and how soon they need their package. (Minimum is 3 business days for the US orders). If expedited shipping is approved, EMOTIV will send a separate PayPal invoice for expedited shipping. Any expedited shipping fees must be paid prior to shipment.


Cancellations

Cancellations must be requested within 24 hours of placing the order and can only be processed if your order has not yet been sent to our factory for fulfillment.