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FAQ
This will be my first pair of custom in-ears, what can I expect?
Custom in-ears are essentially earphones and custom earplugs combined into one product. Wearing them for the first time creates a different sensation and you will need to allow your ears adjust.
What if my in-ears don’t fit properly?
Make sure that both your ears and IEM’s are clean. Wax buildup can introduce discomfort when wearing your in-ears. We also provide a 30-day limited warranty from the original shipping date if your in-ears are causing you pain, discomfort, or are just a poor fit. We will repair, or if necessary, rebuild your earphones. Be sure to fill out our Fit Adjustment form.
How do I get my ear impressions?
Schedule an appointment with your local Audiologist and let them know that you need ear impressions made for custom in-ear monitors and that the impressions need to go past the second bend. More info can be found on our How to Order page.
How long does it take to receive my custom in-ears?
Once we receive your impressions, build time is approximately 3-4 weeks.
Can I return my in-ears for a refund?
No. Custom in-ears are custom-made just for you and cannot be refunded.
How do I clean my IEMs?
Wipe them down after every use; the provided microfiber cloth works well. Hold your IEM with the sound bores facing down and use the provided cleaning tool to remove the wax buildup, this way any loose wax/debris will fall out, rather than fall further into the sound tube.
I bought in-ears from a third party, do you offer remolding services?
No, we do not remold in-ears from other manufacturers.
Why is the bass thin?
This is most likely a fit issue. If the IEM doesn’t seal very well, sound will leak out resulting in poor bass response. While listening to your in-ears, try pushing them in further with your fingers. If the bass response improves, then it’s a seal issue. If there is no change, it could be a defect. Be sure to fill out our Service & Repair form.
My in-ears are exhibiting problems, what do I do?
Let’s start troubleshooting. Inspect for visual damage. Are the problems in both earpieces or just one? If both, then the issue is mostly likely the cable or signal source. Are the IEM’s clean? Wax buildup in the sound bores will result in a dull sound. Are the IEM’s exhibiting clicks, pops, or no sound at all? Try swapping the cable connections from left to right and if the problem follows, then the cable is the culprit. You can purchase a new one here.
Can you rush my order?
Of course, just be sure to select the rush option on checkout.
What is your warranty?
Please visit our warranty page here.
