FREQUENTLY ASKED QUESTIONS
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What is the difference between A-Series and U-Series?
A-Series is our line of custom in-ear monitors, specifically made to the shape of your ear. U-Series is our line of universal-fit earphones that fit to anyone's ear. Our universal earphones come with various ear tips to fit different size ears.
How does the naming convention work for your CIEM models. Some end in e, t, s, & no suffix at all?
All of our CIEMs use a fairly straightforward naming convention. The number generally refers to the amount of drivers per side, for example A6t has six drivers per side. The only exception in our custom lineup is Nathan East’s signature N8 model which, although built with nine drivers per side, is named that way because of our association with bass player Nathan East.
Some differences in naming convention are a way to delineate one model from an old version. To see the differences between IEM models refer to their respective product pages where we go into detail regarding the technological features of each.
How are A18t & A18s different?
A18t and A18s are both 18 driver (per side) models.
A18t is made to be as flat sounding as possible, using state of the art measurement tools, the latest acoustics research, and diverse listening tests. Developed originally for mastering engineers and audiophiles. Requires an ultra low noise and low impedance (<.5ohms) headphone amplifier to get the intended frequency response.
A18s takes the extreme flat tonality of A18t and slightly increases amplitude in the mid-bass region for a warmer sound. Updated for the more rigorous needs of live performance monitoring. Highest max SPL of all our models. Built with LID to solve source-specific sound variance.
How are A3e & A3t different?
A3t and A3e are both three driver custom IEM models using a three way crossover. One driver for low frequencies, one driver covering mid-frequencies, and one driver taking care of highs. Similar to the rest of our lineup A3t uses our patented tia driver for the high frequency band instead of a traditional balanced armature driver. A3e uses a traditional balanced armature driver for the high frequency band similar to our A2e.
I've never worn Custom In-Ear Monitors, how do they feel?
If you've never worn custom earphones, 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. 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 the pain or discomfort continues, try the troubleshooting steps from our support page, or reach out to firstname.lastname@example.org. We will work with you to adjust your custom in-ears monitors accordingly.
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" ear impression is required by 64 Audio in order to build your custom set of in-ear monitors (see our How to Order page).
All service fees are paid directly to the audiologist and cannot be billed to 64 Audio.
What happens to my ear impressions after I send them to 64 Audio?
Each ear impression is scanned, electronically filed, and matched to its corresponding order. Once the order is shipped, the physical ear impressions are properly disposed of by 64 Audio.
Because your ears grow and change over time, you may need to get new ear impressions every few years to maintain the perfect fit.
Can you send back my impressions/3D scans?
No, once the impressions have been trimmed and scanned, they become property of 64 Audio (see our Terms and Conditions).
Can I send in my impressions previously used by another company?
No, previously trimmed impressions cannot be used to make IEMs by 64 Audio.
How long do you make the canal on your Custom In-Ear Monitors?
The canal length of our custom IEMs go right up to the second bend of the ear canal. We need the impressions to go past the second bend so we know the thickness and angle of the tip of the IEM. We make them as long as possible to ensure a consistent and accurate sound without causing discomfort to ear canal.
What material are your Custom In-Ear Monitors made of?
Our shells are made of hypoallergenic, durable, hard acrylic plastic from a 3D printed resin.
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 certain faceplates, which are indicated in the Designer. File sizes must be smaller than 2 MB. 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 cost per side.
What are recessed sockets?
Specific to 2-pin, recessed sockets help the cable and connector 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 non-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.
How long is the build time for Custom In-Ear Monitors?
The build time is an estimate and varies depending on the product and the number of orders currently in the queue. You can check the build time for your particular model by visiting the product page.
Please note that the build time begins once we receive your ear impressions and they are approved. For more information, visit our How to Order page.
Can I get my Custom In-Ear Monitors faster?
We offer a rush build for an additional fee. This can be selected in the Designer as you're building your Custom In-Ear Monitors (NOTE: rush processing is subject to availability and may not be an option at time of purchase).
Can I remold a pair of 64 Audio Custom In-Ear Monitors that I got from someone else?
No, we only remold 64 Audio CIEMs for their original owners. (NOTE: we do not remold in-ear monitors from other manufacturers).
All service and repair work is now done as a flat fee, which varies depending on the model of IEM. Email email@example.com for more information on having your IEMs remolded.
I still own a set of original V-Series (1964 ears) IEMs, can I send them in to be remolded?
No, we are no longer able to remake our Legacy V-Series product line. Please reach out to firstname.lastname@example.org to review available options.
Can I send in my previous generation A-Series (original ADEL/apex) IEMs to be upgraded to a model with tia?
No, due to the compatibility of our models with tia technology, this would require the purchase of a new set.
Can I send in my IEMs to have additional drivers added (i.e. can you turn my 4 driver IEM into a 6 driver)?
No, this would require the purchase of a new set.
Can I remold my U-Series into Custom IEM?
No, we are only able to remold A-Series Custom (previous and current generation) IEMs for the original owner to solve fit issues and shell damage.
A1, A2, A3, A4, A5, A6, A8, A10, A12
A2e, A3e, A3t, A4t, A4s, A6t, N8, A12t, A18t, A18s
I have an issue with my earphones, where can I troubleshoot the problem?
You can troubleshoot the issue by going to our Support page. If you’re not able to troubleshoot and solve the issue please contact email@example.com for next steps on how to send in your IEMs.
I have a fit issue with my Custom In-Ear Monitors, how do I get them adjusted?
Because of the many variables involved in creating a custom product, sometimes a fit adjustment is needed. We will refit or rebuild your custom IEMs at our discretion.
If you’re within our 30-Day Fit Guarantee window please reach out to firstname.lastname@example.org to submit an in-warranty fit adjustment.
If you’re outside of our 30-Day Fit Guarantee window please submit a fit-adjustment order here: https://www.64audio.com/products/fit-adjustment
30-Day Fit Guarantee details can be found on our warranty page.
All other details regarding our fit adjustment process can be found on our terms and conditions page.
Can a local audiologist or other manufacturer service my IEMs?
No, service can only be performed by 64 Audio. Any unauthorized service, repairs or adjustments to your IEMs (including fit) voids your warranty and may require replacement of the product, which is to be covered by the customer.
Please see our Terms and Conditions and Warranty pages for more information.
What shipping service do you use for international orders?
We use FedEx International Priority (2-3 business days to most countries) as well as DHL on occasion.
What is apex®?
Apex is 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.
Is apex® compatible with my A-Series or U-Series earphones that I purchased earlier?
If you are the owner of an original A-Series 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-Series & U-Series in-ear monitors (IEMs).
What are those orange solid plugs in the Custom Earplugs?
The orange solid plug is used in our Custom Earplugs to achieve maximum isolation, -26dB. Although it looks like an apex module it does not contain the pressure relief function of our apex modules and is not intended for use with any of our IEMs. All of our Custom and Universal IEMs are designed with the apex technology and achieve their intended sound signature and optimal function with apex modules installed. If you need to replace a solid plug or otherwise acquire one, please contact customer support.
Does 64 Audio sell gift cards?
Yes, digital gift cards can be purchased at 64audio.com to use towards the purchase of products.
Can a gift card be used during a promotion?
Yes, gift cards can be used in combination with any special pricing offers as it is simply another method of payment.
Can refunds be issued to a gift card?
Yes, funds can be reapplied to a gift card purchased at 64audio.com via payment refund. If a gift card was used in combination with a separate payment method, the portion paid with the gift card will be credited back.
Can a gift card be reloaded?
No, gift cards cannot be reloaded for reuse. Once the balance has been redeemed, the gift card is no longer usable.
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.
Can I pay using two debit/credit cards?
Yes, if needed you can purchase a gift card and apply it to the order, then pay the remainder with a second card.
How will my refund be issued with Bitcoin?
Canceled orders qualify for a refund in Bitcoin. The refund will be issued for the full BTC value of the original order. Your refund will be issued through Coinbase using the email address listed on your coinbase account.
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