Frequently Asked Questions

What is apex technology?

Apex technology features a pneumatically interactive vent that relieves pneumatic pressure (also known as air pressure) caused by miniature speakers in a sealed ear canal. With apex, this pressure is greatly reduced, the sound quality is improved, and the stereo image is much wider. This technology minimizes ear fatigue and provides a safer listening experience as well as a richer, more spacious sound when compared to conventional in ear products. In addition, instrument separation is more distinguishable because the sound is delivered to your eardrum in a more natural way. Learn more on our apex technology page.

Can I upgrade to the new apex modules?

If you are the owner of an A or U Series product, we thought that you might want to experience the benefits of the new modules. We’re glad to say that the new apex modules are backwards compatible with all previously shipped A & U-Series in-ear monitors (IEMs).

Is apex compatible with my A or U Series earphones that I purchased earlier?

Yes, the apex modules are backwards compatible with all previously shipped A & U Series earphones.

How does apex compare to ADEL (previous tech)?

The apex module uses a proprietary technology that is developed and produced by 64 Audio. Apex contains a pneumatically interactive vent that greatly reduces pneumatic pressures inside an ear canal. The apex module doesn’t use a membrane and features a more durable design that is virtually maintenance free.

What is the difference between A-Series and U-Series?

The A-Series are custom in-ear monitors (IEMs), specifically made to the shape of your ear. The U-Series are universal-fit IEMs that fit to anyones ear. They come with different sized ear tips to be able to fit ears that vary in size.

Can I remold my U-Series into custom earphones?

There is no remolding service available for the universal-fit U-Series in-ear monitors (IEMs). We are only able to remold the A-Series custom IEMs.

Can I upgrade my V-Series IEMs to the A-Series?

We now offer upgrades from Custom V-Series in-ear monitos (IEMs) to the A-Series IEMs with apex Technology. Details regarding this upgrade can be found here on the V-Series Upgrade page.

How do custom in-ears feel to people who have never used them before?

If you've never had custom earphones before it may take a little while for your ear to get used to something being in it. What to look for is discomfort or pain from wearing them. But if you don't feel any sharp pain, just give your ears a little time to get used to them and you'll forget that you have them in. If, however, the pain or discomfort continues, be sure to submit for a fit adjustment using our Service & Repairs interactive form. We will work with you to adjust your custom in-ears monitors accordingly.

How long is the build time on custom products?

Production time varies with amount of orders in queue. Please check the store or product page for current build time. The build time is a rough estimate and your order may be delayed by rush orders or refits entering the queue. If you have a deadline for your order we highly recommend you use the rush build option.

I have an issue with my earphones, where can I troubleshoot the problem?

You can troubleshoot the issue by going to our Service and Repairs form. If you’re not able to troubleshoot and solve the issue, still submit an Service & Repairs form for repair service and let us know the issue in the notes section.

How can I speed up the process?

We can offer a rush build for an additional cost of $249. This can be selected at checkout in the Designer. The in-ear monitors (IEMs) would then take 4 business days to build.

What shipping service do you use for international orders?


We use FedEx International Priority (2-3 business days to most countries).

What material are your custom in-ears made of?


The shells are made of hard acrylic plastic. It happens to be the most durable and the most hypoallergenic.

How long do you make the canal on your customer in-ear monitors?

The length of the canals on custom earphones goes past the 2nd bend in the ear. We make them as long as possible without causing discomfort to your inner ear.

What are recessed sockets?

Recessed sockets help the cable and connector to last longer. The recessed connectors are deeper into the shell and the cable is held more securely thereby limiting wear and tear on the connectors. This improves the durability of the connection and prolongs the life of both the socket and cable connectors. All A-Series models come standard with recessed sockets. There are some cases where recessed sockets are not possible due to shape and size of ear, we will continue to make your product with the normal socket. This doesn’t affect the sound or function of the product.

I have a technical (sound) issue with my earphones and they need repair, what do I do?

You will need to fill out our Service & Repair form. Filling out the form will provide opportunities and directions for some basic troubleshooting. Our Service & Repair interactive form will allow you to document the issue that you are having and will instruct you to send your earphones to the 64 Audio lab for further diagnostics / repairs.

I have a fit issue with the custom earphones and need an adjustment, what do I do?

Because of the many variables that take part in creating a custom product, sometimes the need for a fit adjustment is inevitable. We will refit your product or rebuild your earphones at our discretion. The Service & Repair form needs to be filled out and product sent to lab within 30 days post receipt of your order to be covered by the 30 Day Fit Guarantee. 64 AUDIO covers the labor costs and shipping the refitted earphones from the lab back to the customer. The cost of shipping your product to our lab is NOT covered by 64 AUDIO.

I have a small fit issue but I'm an international customer. Any advice?

You can save on shipping time and costs if the issue just involves trimming down a section that is causing discomfort. If this is the case, we recommend that you take it to a local audiologist. They have basic tools on hand for trimming hearing aids and can make small adjustments to the custom IEM. Please send us an email notifying us before you take your earphones to a local audiologist for a refit. Please also read below on the impact on your warranty.

I need a refit. Can a local audiologist make the adjustments? Would that affect my warranty?

64 Audio cannot cover the fit of your product under warranty after an audiologist has altered it. In regards to the internal components, your warranty will still be in effect, EXCEPT for any damage the audiologist may cause. We cannot warranty any damage done by the audiologist, including the external shell and the internal components.

Who is an Audiologist?

An audiologist is a professional who diagnoses and treats hearing and balance problems. An audiologist has received an Au.D. (Doctorate in Audiology), or a Master's or Doctoral degree from an accredited university graduate program in audiology. They are also trained to take deep ear impressions. This kind of "deep" impression is required by 64 Audio in order to build your custom set of in-ear monitors (refer to Audiologist Impression Guide). All service fees are paid directly to the audiologist and cannot be billed to 64 Audio.

Do you offer custom artwork? Which format do you require?

If you would like artwork printed on your IEM faceplate, we accept high quality PNG, JPG, or GIF files. For best results, use PNG files with background removed (transparency layer). Artwork cannot be uploaded on Gold or Rose Gold faceplates. File sizes must be smaller than 2 megabytes. We recommend using Chrome, Safari, or Firefox web browsers with the custom artwork function. You can upload your custom artwork in the Designer when placing your order. Custom artwork is an additional $50.00 USD per side.

What is the warranty on my product?

Please see our Warranty page.

What are your terms and conditions?

Please see our Terms and Conditions page.

How can I recycle my used earphones?

 

You may return your used earphones to your local dealer store upon purchase of a new set of earphones from the local dealer. When purchasing new earphones online, you may mail your used earphones to 64 Audio. For details on return procedures, please visit environment page.

How does the new m20 module compare to the previous S1 module?

In regards to frequency response and soundstage, the m20 offers a similar/the same sound signature. However, the m20 offers more isolation (-20dD). The vent is intelligently located (on side) to prevent debris build up and minimize wind noise. The m20 module is also improved for ease of use when installing or replacing the module.

What is apex technology?

Apex technology features a pneumatically interactive vent that relieves pneumatic pressure (also known as air pressure) caused by miniature speakers in a sealed ear canal. With apex, this pressure is greatly reduced, the sound quality is improved, and the stereo image is much wider. This technology minimizes ear fatigue and provides a safer listening experience as well as a richer, more spacious sound when compared to conventional in ear products. In addition, instrument separation is more distinguishable because the sound is delivered to your eardrum in a more natural way. Learn more on our apex technology page.

Can I upgrade to the new apex modules?

If you are the owner of an A or U Series product, we thought that you might want to experience the benefits of the new modules. We’re glad to say that the new apex modules are backwards compatible with all previously shipped A & U-Series in-ear monitors (IEMs).

Is apex compatible with my A or U Series earphones that I purchased earlier?

Yes, the apex modules are backwards compatible with all previously shipped A & U Series earphones.

How does apex compare to ADEL (previous tech)?

The apex module uses a proprietary technology that is developed and produced by 64 Audio. Apex contains a pneumatically interactive vent that greatly reduces pneumatic pressures inside an ear canal. The apex module doesn’t use a membrane and features a more durable design that is virtually maintenance free.

What is the difference between A-Series and U-Series?

The A-Series are custom in-ear monitors (IEMs), specifically made to the shape of your ear. The U-Series are universal-fit IEMs that fit to anyones ear. They come with different sized ear tips to be able to fit ears that vary in size.

Can I remold my U-Series into custom earphones?

There is no remolding service available for the universal-fit U-Series in-ear monitors (IEMs). We are only able to remold the A-Series custom IEMs.

Can I upgrade my V-Series IEMs to the A-Series?

We now offer upgrades from Custom V-Series in-ear monitos (IEMs) to the A-Series IEMs with apex Technology. Details regarding this upgrade can be found here on the V-Series Upgrade page.

How do custom in-ears feel to people who have never used them before?

If you've never had custom earphones before it may take a little while for your ear to get used to something being in it. What to look for is discomfort or pain from wearing them. But if you don't feel any sharp pain, just give your ears a little time to get used to them and you'll forget that you have them in. If, however, the pain or discomfort continues, be sure to submit for a fit adjustment using our Service & Repairs interactive form. We will work with you to adjust your custom in-ears monitors accordingly.

How long is the build time on custom products?

Production time varies with amount of orders in queue. Please check the store or product page for current build time. The build time is a rough estimate and your order may be delayed by rush orders or refits entering the queue. If you have a deadline for your order we highly recommend you use the rush build option.

I have an issue with my earphones, where can I troubleshoot the problem?

You can troubleshoot the issue by going to our Service and Repairs form. If you’re not able to troubleshoot and solve the issue, still submit an Service & Repairs form for repair service and let us know the issue in the notes section.

How can I speed up the process?

We can offer a rush build for an additional cost of $249. This can be selected at checkout in the Designer. The in-ear monitors (IEMs) would then take 4 business days to build.

What shipping service do you use for international orders?


We use FedEx International Priority (2-3 business days to most countries).

What material are your custom in-ears made of?


The shells are made of hard acrylic plastic. It happens to be the most durable and the most hypoallergenic.

How long do you make the canal on your customer in-ear monitors?

The length of the canals on custom earphones goes past the 2nd bend in the ear. We make them as long as possible without causing discomfort to your inner ear.

What are recessed sockets?

Recessed sockets help the cable and connector to last longer. The recessed connectors are deeper into the shell and the cable is held more securely thereby limiting wear and tear on the connectors. This improves the durability of the connection and prolongs the life of both the socket and cable connectors. All A-Series models come standard with recessed sockets. There are some cases where recessed sockets are not possible due to shape and size of ear, we will continue to make your product with the normal socket. This doesn’t affect the sound or function of the product.

I have a technical (sound) issue with my earphones and they need repair, what do I do?

You will need to fill out our Service & Repair form. Filling out the form will provide opportunities and directions for some basic troubleshooting. Our Service & Repair interactive form will allow you to document the issue that you are having and will instruct you to send your earphones to the 64 Audio lab for further diagnostics / repairs.

I have a fit issue with the custom earphones and need an adjustment, what do I do?

Because of the many variables that take part in creating a custom product, sometimes the need for a fit adjustment is inevitable. We will refit your product or rebuild your earphones at our discretion. The Service & Repair form needs to be filled out and product sent to lab within 30 days post receipt of your order to be covered by the 30 Day Fit Guarantee. 64 AUDIO covers the labor costs and shipping the refitted earphones from the lab back to the customer. The cost of shipping your product to our lab is NOT covered by 64 AUDIO.

I have a small fit issue but I'm an international customer. Any advice?

You can save on shipping time and costs if the issue just involves trimming down a section that is causing discomfort. If this is the case, we recommend that you take it to a local audiologist. They have basic tools on hand for trimming hearing aids and can make small adjustments to the custom IEM. Please send us an email notifying us before you take your earphones to a local audiologist for a refit. Please also read below on the impact on your warranty.

I need a refit. Can a local audiologist make the adjustments? Would that affect my warranty?

64 Audio cannot cover the fit of your product under warranty after an audiologist has altered it. In regards to the internal components, your warranty will still be in effect, EXCEPT for any damage the audiologist may cause. We cannot warranty any damage done by the audiologist, including the external shell and the internal components.

Who is an Audiologist?

An audiologist is a professional who diagnoses and treats hearing and balance problems. An audiologist has received an Au.D. (Doctorate in Audiology), or a Master's or Doctoral degree from an accredited university graduate program in audiology. They are also trained to take deep ear impressions. This kind of "deep" impression is required by 64 Audio in order to build your custom set of in-ear monitors (refer to Audiologist Impression Guide). All service fees are paid directly to the audiologist and cannot be billed to 64 Audio.

Do you offer custom artwork? Which format do you require?

If you would like artwork printed on your IEM faceplate, we accept high quality PNG, JPG, or GIF files. For best results, use PNG files with background removed (transparency layer). Artwork cannot be uploaded on Gold or Rose Gold faceplates. File sizes must be smaller than 2 megabytes. We recommend using Chrome, Safari, or Firefox web browsers with the custom artwork function. You can upload your custom artwork in the Designer when placing your order. Custom artwork is an additional $50.00 USD per side.

What is the warranty on my product?

Please see our Warranty page.

What are your terms and conditions?

Please see our Terms and Conditions page.

How can I recycle my used earphones?

 

You may return your used earphones to your local dealer store upon purchase of a new set of earphones from the local dealer. When purchasing new earphones online, you may mail your used earphones to 64 Audio. For details on return procedures, please visit environment page.

How does the new m20 module compare to the previous S1 module?

In regards to frequency response and soundstage, the m20 offers a similar/the same sound signature. However, the m20 offers more isolation (-20dD). The vent is intelligently located (on side) to prevent debris build up and minimize wind noise. The m20 module is also improved for ease of use when installing or replacing the module.

What is apex technology?

Apex technology features a pneumatically interactive vent that relieves pneumatic pressure (also known as air pressure) caused by miniature speakers in a sealed ear canal. With apex, this pressure is greatly reduced, the sound quality is improved, and the stereo image is much wider. This technology minimizes ear fatigue and provides a safer listening experience as well as a richer, more spacious sound when compared to conventional in ear products. In addition, instrument separation is more distinguishable because the sound is delivered to your eardrum in a more natural way. Learn more on our apex technology page.

Can I upgrade to the new apex modules?

If you are the owner of an A or U Series product, we thought that you might want to experience the benefits of the new modules. We’re glad to say that the new apex modules are backwards compatible with all previously shipped A & U-Series in-ear monitors (IEMs).

Is apex compatible with my A or U Series earphones that I purchased earlier?

Yes, the apex modules are backwards compatible with all previously shipped A & U Series earphones.

How does apex compare to ADEL (previous tech)?

The apex module uses a proprietary technology that is developed and produced by 64 Audio. Apex contains a pneumatically interactive vent that greatly reduces pneumatic pressures inside an ear canal. The apex module doesn’t use a membrane and features a more durable design that is virtually maintenance free.

What is the difference between A-Series and U-Series?

The A-Series are custom in-ear monitors (IEMs), specifically made to the shape of your ear. The U-Series are universal-fit IEMs that fit to anyones ear. They come with different sized ear tips to be able to fit ears that vary in size.

Can I remold my U-Series into custom earphones?

There is no remolding service available for the universal-fit U-Series in-ear monitors (IEMs). We are only able to remold the A-Series custom IEMs.

Can I upgrade my V-Series IEMs to the A-Series?

We now offer upgrades from Custom V-Series in-ear monitos (IEMs) to the A-Series IEMs with apex Technology. Details regarding this upgrade can be found here on the V-Series Upgrade page.

How do custom in-ears feel to people who have never used them before?

If you've never had custom earphones before it may take a little while for your ear to get used to something being in it. What to look for is discomfort or pain from wearing them. But if you don't feel any sharp pain, just give your ears a little time to get used to them and you'll forget that you have them in. If, however, the pain or discomfort continues, be sure to submit for a fit adjustment using our Service & Repairs interactive form. We will work with you to adjust your custom in-ears monitors accordingly.

How long is the build time on custom products?

Production time varies with amount of orders in queue. Please check the store or product page for current build time. The build time is a rough estimate and your order may be delayed by rush orders or refits entering the queue. If you have a deadline for your order we highly recommend you use the rush build option.

I have an issue with my earphones, where can I troubleshoot the problem?

You can troubleshoot the issue by going to our Service and Repairs form. If you’re not able to troubleshoot and solve the issue, still submit an Service & Repairs form for repair service and let us know the issue in the notes section.

How can I speed up the process?

We can offer a rush build for an additional cost of $249. This can be selected at checkout in the Designer. The in-ear monitors (IEMs) would then take 4 business days to build.

What shipping service do you use for international orders?


We use FedEx International Priority (2-3 business days to most countries).

What material are your custom in-ears made of?


The shells are made of hard acrylic plastic. It happens to be the most durable and the most hypoallergenic.

How long do you make the canal on your customer in-ear monitors?

The length of the canals on custom earphones goes past the 2nd bend in the ear. We make them as long as possible without causing discomfort to your inner ear.

What are recessed sockets?

Recessed sockets help the cable and connector to last longer. The recessed connectors are deeper into the shell and the cable is held more securely thereby limiting wear and tear on the connectors. This improves the durability of the connection and prolongs the life of both the socket and cable connectors. All A-Series models come standard with recessed sockets. There are some cases where recessed sockets are not possible due to shape and size of ear, we will continue to make your product with the normal socket. This doesn’t affect the sound or function of the product.

I have a technical (sound) issue with my earphones and they need repair, what do I do?

You will need to fill out our Service & Repair form. Filling out the form will provide opportunities and directions for some basic troubleshooting. Our Service & Repair interactive form will allow you to document the issue that you are having and will instruct you to send your earphones to the 64 Audio lab for further diagnostics / repairs.

I have a fit issue with the custom earphones and need an adjustment, what do I do?

Because of the many variables that take part in creating a custom product, sometimes the need for a fit adjustment is inevitable. We will refit your product or rebuild your earphones at our discretion. The Service & Repair form needs to be filled out and product sent to lab within 30 days post receipt of your order to be covered by the 30 Day Fit Guarantee. 64 AUDIO covers the labor costs and shipping the refitted earphones from the lab back to the customer. The cost of shipping your product to our lab is NOT covered by 64 AUDIO.

I have a small fit issue but I'm an international customer. Any advice?

You can save on shipping time and costs if the issue just involves trimming down a section that is causing discomfort. If this is the case, we recommend that you take it to a local audiologist. They have basic tools on hand for trimming hearing aids and can make small adjustments to the custom IEM. Please send us an email notifying us before you take your earphones to a local audiologist for a refit. Please also read below on the impact on your warranty.

I need a refit. Can a local audiologist make the adjustments? Would that affect my warranty?

64 Audio cannot cover the fit of your product under warranty after an audiologist has altered it. In regards to the internal components, your warranty will still be in effect, EXCEPT for any damage the audiologist may cause. We cannot warranty any damage done by the audiologist, including the external shell and the internal components.

Who is an Audiologist?

An audiologist is a professional who diagnoses and treats hearing and balance problems. An audiologist has received an Au.D. (Doctorate in Audiology), or a Master's or Doctoral degree from an accredited university graduate program in audiology. They are also trained to take deep ear impressions. This kind of "deep" impression is required by 64 Audio in order to build your custom set of in-ear monitors (refer to Audiologist Impression Guide). All service fees are paid directly to the audiologist and cannot be billed to 64 Audio.

Do you offer custom artwork? Which format do you require?

If you would like artwork printed on your IEM faceplate, we accept high quality PNG, JPG, or GIF files. For best results, use PNG files with background removed (transparency layer). Artwork cannot be uploaded on Gold or Rose Gold faceplates. File sizes must be smaller than 2 megabytes. We recommend using Chrome, Safari, or Firefox web browsers with the custom artwork function. You can upload your custom artwork in the Designer when placing your order. Custom artwork is an additional $50.00 USD per side.

What is the warranty on my product?

Please see our Warranty page.

What are your terms and conditions?

Please see our Terms and Conditions page.

How can I recycle my used earphones?

 

You may return your used earphones to your local dealer store upon purchase of a new set of earphones from the local dealer. When purchasing new earphones online, you may mail your used earphones to 64 Audio. For details on return procedures, please visit environment page.

How does the new m20 module compare to the previous S1 module?

In regards to frequency response and soundstage, the m20 offers a similar/the same sound signature. However, the m20 offers more isolation (-20dD). The vent is intelligently located (on side) to prevent debris build up and minimize wind noise. The m20 module is also improved for ease of use when installing or replacing the module.

Couldn't find your question? Feel free to contact us by email: info@64audio.com