Frequently Asked Questions
Need answers fast? We’ve got you covered — simple, clear, and stress-free guidance for all your questions.
Help with orders and returns
I received the wrong product — what are my next steps?
Got the wrong item? Reach out to our customer support with your order number and the details of the product you received. We’ll promptly ship you the right one. In certain cases, you may be asked to return the incorrect item using a prepaid return label.
My order arrived missing items — what steps should I take?
Did an item go missing from your order? Get in touch with our customer support, provide your order number along with the details of the missing product, and we’ll send it to you without delay.
My order arrived damaged — what steps should I take?
If your product arrives damaged, we’ll be happy to send you a replacement. Simply reach out to our customer service team and share photos of the broken item so we can process your replacement quickly.
I’m not satisfied with my product — what steps should I take?
Your satisfaction is important to us. If you experience any issues with your purchase, please reach out to our customer service team within 100 days of receiving your product and describe the problem. We’ll work with you to find an appropriate solution, though please note that refunds are not guaranteed in such cases.
When can I return an item?
You can return a product in the following situations:
1. Wrong product ordered
If you accidentally ordered the wrong item and it remains unopened, you may return it within 100 days of receiving it. Please note that return shipping costs will be your responsibility.
2. Wrong product delivered
If you received the wrong item, contact our customer service. We will send you the correct product and provide a prepaid return label for the incorrect one.
3. Damaged product
If your product arrives broken, we’ll send you a replacement. Please contact customer service and provide photos of the damaged item so we can process your request.
4. Missing product
If something is missing from your order, please contact customer service so we can ship the missing product to you.
5. Not satisfied with your product?
Your satisfaction matters to us. That’s why we offer a 100-day satisfaction guarantee. If you’re not completely happy with your purchase, contact our customer service team within 100 days of delivery and let us know the issue. We’ll work with you to find the best solution — whether that means a replacement product or, if possible, a refund. Please note that refunds are not guaranteed.
6. Purchases from partner websites or retailers
If you bought your 99sheep product through another retailer (e.g., Amazon, a pharmacy), please contact that seller directly regarding their return or refund policy. We are unable to handle returns or refunds for purchases made through third-party vendors.
When do I receive a refund?
Refunds
If you returned a product:
Once we receive your parcel, we will process your refund to your original payment method. Refunds are issued within 30 days of receiving your return.
If customer service approved your refund:
After confirmation from our customer service team, we’ll refund your purchase using your original payment method. Refunds are processed within 30 days of confirmation.
How does the return process work?
How to start a return
Contact customer service
Send us an email including your order number, product name, and reason for return. If your earplugs are damaged, feel free to attach photos.
Return options
If the issue is on our side (wrong product, damaged item), we will cover the shipping costs and provide a prepaid return label.
If you ordered the wrong product, return shipping costs will be your responsibility.
Get the return address
Our customer service team will provide you with the correct return address.
Complete the return form
Fill out the return form provided by customer service (include your name, order number, and product details) and place it inside your parcel.
Receive your refund
Once we receive your return, we’ll process your refund to your original payment method. Refunds are issued within 30 days of receiving the parcel.
Help with delivery
When will I get my order?
Orders placed before 2:00 PM ET on business days are shipped the same day. Orders placed after 2:00 PM ET are shipped the next business day. Delivery within the US usually takes 2–4 business days. Please note that delivery may take longer during holidays.
How much is delivery?
At 99sheep.shop, we strive to deliver your products quickly while offering the most complete range of sleep essentials. Shipping is calculated at checkout to ensure fair and transparent rates for every order.
How can I track my order?
After placing your order, you’ll receive a tracking number from our delivery partner. In the US, deliveries are handled by UPS. If you don’t see your tracking code, please check your spam folder.
How do you deliver orders?
All orders will be sent directly to the address you provided, either as a parcel or a postal letter. Orders containing 1–2 earplugs will be sent as a letter via regular mail, while larger quantities or bigger items will be delivered as a parcel.
Do you ship worldwide?
Orders can be delivered within the United States.
For delivery to other countries, please switch to one of our international stores using the country selector in the top right corner of the page.
About products
About NRR and SNR
The Noise Reduction Rating (NRR) is a U.S. standard that indicates how effectively a hearing protector can reduce noise levels, making it easy to compare different products. To assign this value, earplugs and earmuffs are tested by independent laboratories. In Europe, a similar system called the Single Number Rating (SNR) is used. Compared to the American NRR, the SNR method is considered slightly less strict. In both cases, a higher rating means stronger noise reduction.
How to use earplugs?
How to insert 99sheep earplugs:
1) Hold the earplug by the filter.
2) Gently pull your ear upward and outward to straighten the ear canal.
3) Insert the earplug carefully until it feels comfortable.
For the best fit:
Make sure the earplug seals the ear properly without causing pain or excess pressure. Depending on the model, you may try different tip sizes to achieve maximum comfort.
Product-specific details:
Every 99sheep earplug model comes with its own features and instructions. Check the product page for guidance on fitting, choosing the right size, special functions, and proper care.
Warranty Policy
Your 99sheep product is backed by a 24-month manufacturer’s warranty starting from the purchase date. This warranty may include repair, replacement, or return of the item, as decided by Alpine, and covers shipping to and from the retailer.
To make a warranty claim, please provide:
1) A dated proof of purchase
2) A detailed description of the problem
3) The product itself and/or clear photos of the defect
The warranty does not apply to:
1) Items used longer than the recommended lifespan (3–6 months for daily use)
2) Products that have been altered or repaired by the customer
3) Damage caused by misuse, accidents, or neglect
4) Normal wear and tear from regular use
5) Improper care or storage
6) Minor cosmetic changes (scratches, discoloration, etc.)
7) Dissatisfaction with product fit, design, function, or color
For users with frequent or intensive use, we advise replacing earplugs every 3–6 months to ensure the best hearing protection.
🔹 Note: Products covered by our Lifetime Warranty are guaranteed to remain functional for up to 5 years after the purchase date.
Cleaning and caring
We suggest cleaning your 99sheep earplugs with mild soap and lukewarm water.
Once washed, gently dry them with a soft cloth or tissue. After drying, the earplugs can be used right away.
Ordering & Payment
How can I pay for my order?
You can pay using PayPal or a Credit card. We also offer express checkout with Shop Pay, PayPal and Google Pay.
Can I pay after receiving my product?
Currently, we don't offer Afterpay, Klarna or other methods to pay later.
Newsletter
What should I do to get the newsletter?
Sign up for our newsletter using the pop-up or the email box at the bottom of the page — plus, you’ll receive a 10% discount code as a welcome gift.
I’ve signed up for the newsletter — how do I get my discount code?
After signing up for our newsletter, you’ll get a discount code by email. Can’t find it? Take a quick look in your spam, junk, or promotions tab.
Still no luck? Just contact our support team — we’ll sort it out for you right away.
How can I unsubscribe from the newsletter?
Every email contains an unsubscribe link. Still stuck? Our customer service team is happy to help.
Feel free to ask us anything :)
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Our support team is available to answer your questions from Monday to Sunday, 9:00 AM to 9:00 PM.
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