Focal Utopia


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When Taron and Andrew Lissimore started, they wanted to create the headphone store they wished existed. As headphone enthusiasts, they wanted a store with 365-day returns. 

So they decided they were going to try to make 365-day returns work - no matter how ridiculous it sounded to their wives.

Years later, they're still doing it, and their wives still think they're crazy.

So take some time to get to know your new gear. We want you to enjoy your purchase for years, not just a few weeks. If you're not satisfied, you can return items in like-new condition for up to 365-days.

How To Make a Return

1. Follow the link below.

To get the return process started, you just need to click this link. Enter your order number as well as e-mail address to get it started and after that just follow the steps outlined in the portal (note open-box, special order and sale items are not eligible). A pre-paid shipping label will be generated for you a deducted from your refund after being processed.

2. Pack Your Items Carefully

Your item must be in like-new condition with its original packaging. It must also include all original accessories and manuals. Please add a larger shipping box to protect the original packaging during shipping.

Important Refund Details

Refund or Exchange

You may choose either a refund or an exchange for the full cost of the item. The refund will be processed on the same method of payment you used to make the original purchase.

Return Shipping

A pre-paid shipping label is generated for you. It is deducted from the final refund total after inpsection.

Defective Items

If you are returning a defective product, the product must be repaired under manufacturer's warranty before a refund is issued. If the manufacturer claims the product cannot be repaired under warranty due to damage outside of warranty, the product will be returned to you and no refund will be issued.

Like New Condition may refuse a return or charge a restocking fee if the items are not complete and in like-new condition. Here are some examples of returns that would incur a restocking fee:

  • The returned item is missing accessories or parts that were included with the original product
  • There are obvious signs of wear (scratches, dirt, worn out parts etc.)

Here are some examples of returns that may be refused:

  • The serial number on the returned product is different from the serial number that was originally shipped. 
  • The item has been damaged through mishandling (water damage, drop damage etc.)

Eligible Products

Special order, sale and open-box items are not covered by our 365-day return policy. However they are usually covered by the manufacturers warranty.

Special Order

Special order items are non-cancellable and non-returnable. The estimated shipping window is just an estimate, your item may ship sooner or later than the estimate.

Fee Policy

Fees Fee Amount

Return shipping

Return shipping is paid by the customer.

Products with Batteries

15% restocking fee.

Damaged Products

Returned products that have been damaged cannot be returned. Regular wear and tear is expected. Each return is inspected and tested.

Returns with missing accessories

20% restocking fee.

Bundled Item Return

All items from the bundle must be returned. If an item is missing, retail value for the item will be deducted.

Return of a purchase with a missing or damaged free item

Retail value of the missing/damaged gift items.

Return of more than 2 items in a 365-Day Period

25% restocking fee on each additional return.

Open-Box, Sale and Special Order

These items are final sale however the manufacturers warranty still applies

Return Policy Abuse

In order to provide a 365-day return policy, we need to take abuse seriously. 

We monitor a buyers ratio of purchased to returned products. If it exceeds an internal threshold they will no longer be allowed to place orders with This includes customers who spread returns across multiple accounts.

We made our return policy to help you find gear you feel great about for a long time. Most people use it exactly as intended. We don't want the handful of people who attempt to abuse our policy to ruin it for everyone else.

Cryptocurrency Refunds

If you paid with a cryptocurrency, the returned amount will be equal to the USD equivalent of your payment on at the time the refund is processed. The return will be made in the currency of your original order.

After You've Made a Return


Each return is inspected at our warehouse. During busy times these inspections may take a few extra days.

Refund or Credit

We will notify you by email when your refund or credit has been processed. It may take a few business days for a refund to appear in your account. This is determined by your financial institution.

If you still have questions, please email and an advisor will be happy to help.

One of the key things we pride ourselves on is our customer service and one of the most important aspects of our customer service is getting you your product on time! But not only do we want to get it to you on time, we want to make sure we are using a reliable courier so the experience for you is the best possible. That is why we ship all of our orders with UPS.

While couriers like USPS are tempting because of their low cost, we have found that they are not a good experience for our customers. Nobody wants their package to not be delivered and then have to spend an hour on hold with the local post office trying to get information. To that end, all of our packages are shipped signature required with UPS to make sure your package arrives in your hands safe and sound and if there are any issues, your time isn't wasted.

However, if you are looking to ship to PO Box or APO address, we can definitely accommodate your shipping needs!

How Much Does Shipping Cost?

Shipping in the US and Canada is free, no matter what (you do always have the choice to upgrade your shipping at checkout as well).

UPS Ground Shipping

All orders under $500 qualify for free UPS Ground shipping.

UPS 2nd Day Air Shipping

All orders between $500 - $999 get free UPS 2nd Day Air shipping.

UPS Next Day Air Shipping

All orders over $1000 qualify for free UPS Next Day Air shipping.

How Soon Will My Order Ship

We strive for every item we have on the website to be in stock and ready to ship the same day. So if your order is in stock and you place your order before 2pm PST, it will ship that same day.

Sometimes, we like to give our customers the opportunity to place orders on backordered items or pre-orders. In those situations, it will be clearly written on the page that the product is backordered or available for pre-order. When the item is back in stock, it will ship out with the UPS shipping methods above.

Questions About Shipping

If you have any questions about shipping or any other concerns, always feel free to reach out to us via our Live Chat located at the bottom right corner of your screen or by E-mail at Business address:

121 SW Salmon Street
Suite 1100
Portland, OR

E-mail us:

Customer Reviews

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Payment & Security

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Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.

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