Frequently Asked Questions

SHIPPING

US DOMESTIC SHIPPING

When will the order ship?

Is shipping free within US?

Which shipping carrier do you use?

Is tracking number provided?

What's "Signature Required" option?

USPS says the package is delivered, but I haven't received it!

How can I change the shipping address?

INTERNATIONAL SHIPPING

When will the order ship?

Which countries do you ship to?

How much is shipping cost?

Which shipping carrier do you use?

What about customs, duties, import taxes or any other related fees?

RETURNS

CUSTOM-FIT ITEMS PURCHASED THROUGH ADV-SOUND.COM

Can I return a custom product?

How long will a custom product last?

What if the custom product doesn't fit well?

OTHER ITEMS PURCHASED

I want to return a non-custom-fit product.

Can I exchange a product?

Wrong item was shipped!

How do I return a product?

WARRANTY

U.S. LIMITED WARRANTY

Am I eligible for the warranty service?

How do I obtain warranty service?

What if I'm not from U.S.?

What is covered by this limited warranty?

CUSTOM-FIT ITEMS

ORDER & EAR IMPRESSIONS

How do I order a custom-fit item?

How do I get my ear impressions taken?

Where do I ship my ear impressions to?

I have 3D files for my ear impressions.

I live near Santa Cruz, CA. Can I visit ADV. CIEM Lab to take ear impressions?

You already have my impressions from my first order, do I need to get a new ear impressions taken for my future orders?

After the order is complete, will I receive my ear impressions back?

REFIT

The fit is poor, can you help me?

EARTUNE FIDELITY

My IEM's not under the compatibility list.

How long does it take to make Eartune Fidelity?

Will mine look exactly like the ones shown on the website?

How can I tell left from right side?

M5 CUSTOM MONITORS

How long does it take to make M5 Custom?

M5-TWS CUSTOM EARBUDS

How long does it take to make M5-TWS Custom?