Frequently Asked Questions and Answers

How can I contact Masori?

Contact us by email only at info@masprori.com. We do not offer telephone support. Please keep follow-up questions in the same email thread.

When will I get a reply, and should I write again?

Depending on complexity, we reply within 1–3 working days. We process requests Monday to Friday; weekends do not count. Please do not send duplicate requests. Add information to the same email thread. Multiple messages about the same issue do not speed up processing.

What information should I include?

Include your order number and a clear description. For product advice, tell us your vehicle model, year, existing equipment and budget. For a problem, include the product name, symptoms and useful photos. Never send passwords or full payment details.

What does “Pre-order” mean for delivery?

The product is currently out of stock at the supplier too. Once it is available there again, it will be dispatched to you automatically. We cannot give an exact delivery time yet. You do not need to place the order again.

Is there an exact date for my pre-order?

Until the supplier confirms a reliable date, our team cannot provide an exact dispatch or delivery date, even on request. Once your order is dispatched, you will receive a shipping confirmation with a tracking link.

The wait is too long. Is there an alternative?

Contact us with your order number and the product you need. If possible, include your vehicle, current audio setup and budget. We will offer you an alternative that is available sooner.

No shipping confirmation yet: what can I check?

Check the delivery information on the product page and your order confirmation. For items with different delivery times, the longest delivery time generally applies. Pre-orders do not yet have a reliable date. If a stated delivery period has passed or tracking shows a problem, contact us with your order number.

How long will it take to receive my order?

The delivery time for each item is indicated on the product page near the price. For the sake of the environment, we ship all items of an order together in one delivery. If items in an order have different delivery times, please refer to the longest delivery time. If individual items in your order are needed very urgently, please write to our customer service at info@masprori.com so we can split your order. You can find all shipping conditions here.

Can the order be shipped internationally?

We ship worldwide. There is hardly a place in the world that we cannot deliver to. Shipping is done either via DHL or UPS for international shipments. You can find all shipping conditions here.

What is the cost of shipping?

Our shipping costs and shipping conditions can be found here.

Do I have to pay taxes and customs for my order?

We ship from Germany. There are no additional taxes or duties in all EU countries. In countries that are not part of the EU, customs duties will apply upon the arrival of the order in your country, which are levied by your local customs authority. You can find out how much these duties are in advance using this simple online calculator: https://www.easyship.com/duties-and-taxes-calculator/germany. You can find all shipping conditions here.

I saw an item at a lower price, does Masori offer a lowest price guarantee?

If you find one or more items purchased from us on a website in the European Union or in a store in the European Union at a lower price than ours, we will match the competitor's price. We guarantee you the same price and will refund the difference to the competitor's price.Here are the detailed warranty conditions.

What shipping methods are available?

We ship via DHL, UPS, and for large shipments via freight. You can find all shipping conditions here.

How can I return my order?

As a consumer, you have the statutory right of withdrawal. Please consult customer service before returning an item for confirmation of the correct return address. Please note the return period of 14 days. After that, the return can be sent to the address below. Please include a copy of the invoice or order confirmation in the package so we can quickly assign it. Please ensure that the goods are in a saleable condition, in original packaging, and undamaged. Return address: **Masori, Georg-Quincke-Str. 3, 15236 Frankfurt Oder**

How can I track the status of my order?

You will receive a shipping confirmation via email with a tracking number from the shipping service provider, as well as a link for direct online tracking. Additionally, you can create an account where your orders will be automatically synchronized. In this account, the respective tracking number for your orders will also be visible.

What is the 3-year Masori Warranty about?

Your purchases at Masori are secured by the 3-year Masori Warranty, meaning we extend the manufacturer's warranty (usually 12 months) at our expense to a full 36 months – at no additional cost or effort for you. Here are the detailed warranty conditions.

I have not received an order confirmation. What should I do?

Check your spam folder and the email address used for the order, and your customer account if available. Do not place a duplicate order straight away. Email us your name, order date and checkout email address so we can locate the order.

Can I change my order or delivery address?

Email info@masprori.com as soon as possible with your order number and the requested change. We will check whether it is still possible. Changes are agreed only after our confirmation; once handed to the carrier, a parcel may no longer be changeable.

Tracking is not updating or says delivered. What now?

Check the full tracking history and any notes about a safe place, neighbour or pickup point. A shipping notification may appear before the first parcel scan. If the status remains unclear or you cannot find a parcel marked delivered, email us your order and tracking numbers.

An item is missing, incorrect or damaged. How do I report it?

Check the order and shipping confirmation for separate parcels first. Send your order number, product name and a description. For incorrect or damaged goods, include photos of the item, packaging and shipping label. Keep the packaging while the issue is investigated.

Where can I get help with returns, refunds or a fault?

Use the Returns & Service page and its linked terms. For a specific question, email your order number and, if already returned, the return tracking number. For a fault, describe your setup and the symptoms. We will review the next step individually.

Contact form

Welcome to Masori – Your expert for high-quality car audio systems At Masori, you will find top-notch car audio solutions that not only provide your vehicle with impressive sound but also impress with state-of-the-art technology. Our online shop offers a wide selection of audio components, from speakers to amplifiers to subwoofers, perfectly tailored to your needs. With our professional Installation Service in Frankfurt Oder, we ensure that your car audio system is optimally installed. Discover our Audio Blog for the latest trends and tips on car audio and benefit from our Expert Support FAQ & Help for all your questions. Technical specifications of your car audio system The quality of your car audio system largely depends on the technical specifications of the individual components. Our products are characterized by high performance, precise sound reproduction, and robust construction. For example, our speakers offer high sensitivity and a wide frequency range, while our amplifiers impress with high power output and low distortion rates. The subwoofers are also equipped with powerful woofers that provide rich bass. You can find all technical data detailed in the product descriptions on our website. Features of our car audio components Our car audio products offer a variety of features that elevate your listening experience to the next level. These include integrated digital-to-analog converters (DACs) for lossless signal processing, bi-directional covers for easy installation and adjustment, as well as multifunctional control options via smartphone apps. Additionally, we use high-quality materials such as aluminum housings and Kevlar fibers to ensure durability and stability. These features guarantee not only excellent sound quality but also reliable performance under all conditions. Applications and areas of use Our car audio systems are versatile and adapt to different vehicle types and personal preferences. Whether you are driving a compact car, SUV, or convertible – we offer tailored solutions that seamlessly integrate into your vehicle. Furthermore, our systems are ideal for various music genres, from the clear sound of classical music to the powerful beats of modern pop music. Thanks to extensive customization options, you can adjust your car audio system precisely to your listening habits. Practical tips for optimal use of your car audio system To get the most out of your car audio system, there are some proven tips to keep in mind. Position the speakers strategically for even sound distribution and avoid direct reflections from surfaces. Use high-quality cables and connections to minimize signal-related losses. Regular maintenance and checking of the components also contribute to long-term performance. Our Audio Blog offers more useful advice and guides so you can always enjoy the optimal listening experience. Installation Service in Frankfurt Oder – Professional and Reliable Our Installation Service in Frankfurt Oder ensures that your car audio components are installed professionally and efficiently. Our experienced team uses the latest techniques and tools to ensure perfect integration into your vehicle. Whether it’s the installation of speakers, amplifiers, or subwoofers – we place the highest value on precision and quality. This way, you can be sure that your car audio system not only sounds great but also functions reliably over the long term. Expert Support FAQ & Help – Your Questions, Our Answers Our Expert Support FAQ & Help is available for all questions regarding your car audio system. Whether technical details, installation tips, or product information – our competent support team is happy to assist you. You can reach us via email at info@masprori.com or use our contact form to receive targeted support. For business customers, our special B2B support is available at b2b@masprori.com. Audio Blog – Current News and Trends from the Car Audio World In our Audio Blog, you will regularly find new articles on the latest developments and trends in the field of car audio. From product presentations to installation tips to in-depth analyses of sound technologies – our blog offers valuable information for hobby enthusiasts and professionals alike. Subscribe to our newsletter to not miss any news and stay updated on what’s happening in the world of car audio. Frequently Asked Questions (FAQ) 1. How long does the installation of a car audio system at Masori take? The duration of the installation of a car audio system depends on the complexity of the system and the type of vehicle. Typically, our experts in Frankfurt Oder need between 2 and 4 hours to professionally install speakers, amplifiers, and subwoofers. For comprehensive systems with additional components such as navigation devices or multimedia units, the installation may take longer. We will schedule an appointment that suits you and inform you in advance about the expected time required. 2. Does Masori offer international shipping options for car audio products? Yes, Masori ships its car audio products internationally. We work with reliable shipping partners who ensure safe delivery of your order to numerous countries. During the ordering process, you can provide your shipping address and automatically receive information about the available shipping methods and the resulting delivery times. Please note that additional taxes and customs fees may apply for international orders. 3. What shipping costs apply when ordering car audio components? Shipping costs for car audio products vary depending on the order weight, destination, and chosen shipping method. In our online shop, shipping costs are transparently displayed during the ordering process, so you know exactly what fees apply. For selected products and order quantities, we also offer free shipping options. Please check our shipping page or contact our Support for detailed information. 4. Do I have to pay taxes and customs fees for international orders of car audio systems? For international orders, additional costs such as taxes and customs fees may apply, depending on the destination country and the type of goods. These fees are to be borne by the customer and are usually due upon receipt of the delivery. Before completing your order, we will inform you about possible additional costs to avoid any unpleasant surprises. Our Support staff is happy to assist you with questions about international shipping costs. 5. Does Masori have a lowest price guarantee for car audio products? Yes, Masori offers a lowest price guarantee on selected car audio products. If you find the same product at a lower price from a competitor within a certain period, we will match the price. To take advantage of the lowest price guarantee, please send us proof of the lower offer. You can find our guarantee conditions on our website under the relevant section. This way, you can be sure that you always get the best deal for your car audio system. 6. What shipping methods does Masori offer for car audio orders? Masori offers various shipping methods to meet your individual needs. These include standard shipping, express shipping, and courier services for particularly urgent deliveries. Depending on the order value and destination, you can choose the shipping method that suits you best. All shipping methods are insured and offer tracking options so you can track the status of your delivery at any time. More details about the available shipping methods can be found during the ordering process or on our shipping page. 7. How can I return car audio products to Masori? If you are not completely satisfied with your order, you can return car audio products within the return period. The exact conditions and deadlines for returns can be found in our return policy. To initiate a return, please contact our Support or use the contact form to receive further instructions. Please ensure that the products are unused and in their original packaging to guarantee a full refund. 8. How can I track the status of my car audio system order? After ordering your car audio system, you will receive a confirmation email with a tracking number. With this number, you can track the progress of your delivery online at any time. Simply go to the shipping service provider's website and enter the tracking number. Alternatively, you can log into your customer account at Masori to view all relevant information about your order and its status. If you have any questions, our Support Team is happy to assist you. 9. What does the 3-year warranty from Masori on car audio components include? Masori offers a 3-year warranty on all car audio components purchased from us. This warranty covers manufacturing defects and material flaws and ensures that your system continues to function reliably even after prolonged use. If a defect occurs within the warranty period, you can send the affected item for repair or replacement. You can find our warranty conditions in detail on our website. Additionally, Masori offers extended support to ensure that your car audio system always performs optimally. 10. What specific features do Masori's amplifiers have? Masori's amplifiers are characterized by high power output and precise signal processing. They feature integrated digital-to-analog converters (DACs) that ensure lossless transmission of the audio signal. They also offer versatile connection options, including both analog and digital inputs, to allow flexible integration into various car audio configurations. The amplifiers are also equipped with protection circuits that prevent overheating and short circuits, ensuring long-term and reliable use. Thanks to their compact design, the amplifiers can be easily accommodated in your vehicle without taking up much space.