We have hundreds of Providers across Canada who can exclusively supply HearSmartTM and AudiofuseTM products; therefore, you can search for a Provider near you to book an appointment for impressions.  Our Providers are a network of hearing clinics, occupational health and safety organizations, and mobile industrial hearing testing companies.  Please note that pricing will vary from location to location, so it is best to contact the location close to you for pricing info.

At the impression appointment, the specialist can assist you with your product selection and show you colour samples to choose from.  The Provider will ship the impressions to our lab, and we send the final product back to them for you to pickup.  Alternatively, you can pay to have the final product shipped directly to you from our lab.

If you’re in the Surrey area, you are also welcome to call our lab at 1-778-278-2022 to book an appointment for impressions.

We go onsite for groups of 5 people or more.  We efficiently take impressions of 4 people every 20 minutes; therefore, we can reduce the amount of time employees are away from their work.  It is most effective if the employer schedules the employees based on coverage and shifts.  Alternatively, you can send us a name list and we can schedule them for you.  If scheduling is not possible, we simply have each person grab the next employee when they’re finished.

Most employers either cover the full cost of the custom hearing protectors, or provide a cost share with the employees. We can also bring a debit/credit machine onsite if the employees are paying individually.  If the employer is covering the cost and would like Net/30 Terms, we require a Credit Application to be filled out to open an account.  Alternatively, the employer can pay at the time of the impressions by credit card or company cheque. 

Yes we do! We offer a tiered quantity discount structure with a discount price per product based on 3 levels of how many people are being fit: 10+ people, 25+ people, and 50+ people.  It is not necessary for all of the products to be the same as long as the over-all number of people being fit falls under one of the discount levels.   For discounts to apply, the orders must all be placed at the same time.  Please call us for details.

We include an instruction card with every order to detail proper insertion, removal, cleaning, and maintenance.  We offer a fitting appointment in our office for all local customers.  If we have fit a large group onsite, we can return to provide a fitting on each individual for orders that includes 10 or more sets.  Otherwise, we ship the product to your facility with instruction cards as mentioned above.  We are always available via phone or email for support as well.

We offer a variety of products for many different environments, so it can appear difficult to narrow down what product would be best, but we have a team of highly trained and knowledgeable staff who are able to answer any of your questions, and know all of the proper recommendations for the type of hearing protection needed in each environment.  Our ultimate goal is to help you purchase the correct product so you are not only pleased with your purchase, but feel that you made the right decision.

There is a multitude of information in the FAQ section to help you narrow down the product based on what you’ll be using if for, for instance: motorcycling, work hearing protection, 2-way radio products, choosing between In-Ear Monitors and Earphones.

Can you imagine only having three sizes of shoes to choose from? Ears come in all shapes and sizes, and a proper fit is paramount in receiving optimal comfort and retention, along with effective sound reduction.  Custom-fit earpieces have a significant impact on increasing the sound quality of music products and providing the ideal ear canal resonance. 

HearSmart Solutions Inc. accepts Debit, MasterCard, Visa, American Express, company cheque, and cash.  Please note that when ordering through our Providers, they may have different payments options available. 

Because each of our products is custom made specifically to fit the customer ordering them, we cannot offer refunds after the product has been manufactured.  The product will not fit another person and we cannot re-use any components or materials due to hygiene safety; therefore, we are not able to re-stock them on the shelf.  We can accept cancellations depending on which stage of the manufacturing process the product is at.  We commence manufacturing almost immediately after receiving the earmold impressions in our lab.  Once the custom earmolds have been made, the sale is final.  We offer an industry leading Fit-Warranty on all of our products, and make it our utmost priority to ensure the best fit and function for each product ordered.

HearSmart’s standard turnaround time is 15-20  business days.  This does not include shipping times, and can fluctuate due to lab volume at any given time.    We promise it is our utmost priority to manufacture all orders as quickly as possible.  We pride ourselves in providing superior quality products, industry leading warranties, along with competitive prices.  For those who simply cannot wait for their custom products, we suggest you use our Rush Services (additional fees apply).

In the past, we have been asked why our turn-around times may differ from some hearing aid or earmold manufacturers.  Here are a few explanations to help clarify:

• The number of custom-fit hearing aid purchases through hearing aid manufacturers has decreased drastically over the last 15 years, with the majority of present-day sales being of generic open-fit hearing aids that are stocked and pulled off of a shelf.  Because they aren’t producing as many custom-fit products, the wait times have been reduced.  Many hearing professionals who have been in the industry for 20+ years will remember longer manufacturing times prior to open-fit hearing aids becoming so widespread.  Simply put: ALL of our products are custom-fit, and cannot be premade prior to each order being placed.

• Many of the Providers who buy from us go onsite to large companies and may send in large group orders of anywhere from 30-300 people at any given time.
• As the only manufacturer in Canada that builds custom-fit silicone In-Ear Monitors and Earphones, we have a significantly high number of electronic orders compared to other earmold-only labs.  These products are more time consuming to assemble than a basic solid earplug.
• We scan and cast every set of earmolds arriving in our lab so we can retain the file for 5 years to facilitate reorders.  Some manufacturers do not offer this benefit, and new earmolds must be taken for any additional purchases.
• We take great pride and care in manufacturing every set of custom earmolds; ensuring accuracy and quality.  It is our utmost objective to provide the best fitting custom products possible.  Labs that incompetently rush out each order may have significantly higher fit and warranty issues.

If your order is urgent, or you have a gig or trip approaching that you need your product for, we offer a 3-day or 1-week rush service (charges apply).  Please note that rush services include manufacturing time only, commencing from the date the ear impressions are received in our lab, and do not include the time it takes for shipping, weekends, or statutory holidays.  Rushes are shipped out via standard shipping methods unless otherwise requested (additional fees apply).   A rush service must be indicated on the order form at the time of the order. 

When you purchase a custom product from HearSmart Solutions Inc.  or one of our approved Providers, the cost of ear impressions is included with the purchase.  We also take ear impressions for a $75 fee if you are sending them to a different manufacturer.

We keep ear impression scans and casts on file for 5 years.  It is recommended to have new ear impressions taken after the 5-year mark, mainly due to the fact that our ears and cartilage slightly change shape and size over a number of years.

Having the cast on file makes re-orders simple.  Call your provider and have them put the order in.

Having ear impressions taken is a fast, straightforward, safe, and painless process. First, the Audiologist, Technician, or Hearing Practitioner will inspect the ear canal and eardrum.  They will be checking for any wax buildup, infection, perforations, and the size, shape, and direction of the ear canal.   They will then insert a small soft otoblock (foam or cotton) into the ear canal to ensure the impression material doesn’t go any further than needed.

There are two main techniques that are used today to take ear impressions: 2-part hand-mix, or using an impression gun.  Both are completely safe, as long as proper hygiene and practice measures are taken.  The 2-part silicone is syringed into the contours on the ears, and then sets for 5-7 minutes.    The earmolds are easily rotated out once the material has firmed up.

The ear impressions are the most essential factor in creating custom-fit earpieces that provide optimal comfort, retention, sound reduction, and/or acoustics.     Inadequate impressions can cause discomfort, seal issues, insufficient attenuation, or inferior sound quality for music products.

Aside from ensuring you have your impressions taken by a professional who has proper training and experience taking earmold impressions, we recommend the following guidelines to ensure the earmolds are satisfactory:

• It is important to remain still and not talk or move your mouth or neck while the impressions are setting (do not chew gum).  Head and/or jaw movements can change the shape of the ear canal, and may cause a poor fit or seal of the final product.  If you’re looking at a phone or reading while your impressions are setting, keep your head up and hold the device/reading material at eye level so your neck isn’t bent down.

• We recommend that closed-mouth impressions are taken for all products UNLESS you’re using them for singing.  Open mouth bite block impressions are essential for all vocalists to ensure there are no seal issues when you open your jaw wide while hitting loud/high notes.  An open mouth impression will make the product feel tighter in the ear overall, so it is not recommended unless for a vocalist.  Please note that whether you are purchasing Monitors, Earphones, Sleeves, or Musician’s Earplugs, if you’re using them for singing you will require a bite block.

• Impressions must be taken past the second bend of the ear canal to ensure optimal sound reduction, sound quality, ear canal resonance, retention, and a proper fit.  The depth of the canal greatly affects the sound quality of all the music products.  Canals that are too short won’t provide the correct amount of sound reduction, and will have poor fit and retention.  The most important part of the entire impression is the canal.

If an impression exhibits questionable features, it is recommended to retake the earmold.  HearSmart Solutions Inc. reserves the right to reject earmold impressions that do not exhibit the features necessary to produce a quality custom product.  See our document: About Ear Impressions.

When purchasing through one of our Providers, the Provider will ship your earmolds to our lab, and we ship the product back to them for you to pick up.  Alternatively, you can pay to have the final product shipped directly to you from our lab.  If you do not want to purchase your product through one of our Providers, you will be responsible to ship your impressions to our lab, and we will charge you to have the final product shipped directly to you.  We suggest always using shipping methods with tracking capability, and in turn, we only ship back using shipping methods with tracking abilities as well.

The Provider/Customer is responsible for shipping charges when sending warranty items to our lab.  When the product is under warranty, HearSmart Solutions Inc. covers the cost of standard shipping to return the item back to the Provider.   HearSmart Solutions Inc. does not cover shipment costs of either direction for products that are out of warranty.

Our standard shipping methods include:

1. Expedited Canada Post:  2-7-day delivery.  For residential and rural areas, and out of province or international shipments.
2. ICS Courier – Next Day delivery.  For Business locations only.
3. Xpress Canada Post: 1-2-day delivery.  For rush orders to residential and rural areas, and out of province. Extra fees apply.

Please note that HearSmart Solutions Inc. reserves the right to ship via our preferred courier method, but will accommodate special requests that are mutually agreed upon (note: additional charges may apply).

No.  There is no hearing protection on the market that has the ability to block out all sound completely.  We still hear through bone conduction via the mastoid bone, and some sound waves are still able to penetrate through hearing protectors, though reduced.  The purpose of custom hearing protection is not to block all sound, but to reduce the correct amount of sound based on the environment you’re using it for.  At times, those working in noise can be over-protected, which can impact safety and communication, so we do not recommend simply choosing the highest amount of sound reduction possible unless that is truly what you need.  We are happy to help recommend what sound reduction and/or product would work best for your environment.  Please call us if you have any questions.

Although some generic fitting hearing protection may state a higher NRR (noise reduction rating) than custom-fit hearing protectors, it is very common to not receive the actual NRR of generic earplugs due to an improper fit.   Since there are typically only three sizes to choose from, many people may not receive efficient sound reduction when using generic fitting hearing protection.  Custom hearing protectors fit your ears correctly, and will extend deeper into the ear canal than a generic piece can; resulting in better sound reduction.

We have staff members who are very knowledgeable on sound levels and the hearing protection required for most occupations, machinery, or recreational activities, and can recommend the correct product.

As per Worksafe BC, if you work in noise levels above 82 dBA Lex, your employer is responsible for having noise survey measurements taken (some exemptions apply).  New measurements must be taken anytime new machinery has been installed or removed, noise levels have changed due to altered workload or equipment operating conditions, structural changes have been made to the facility, or rotations or schedules have changed the length of exposure time.

We are certified to perform formal Occupational Noise Survey’s.  We can provide you with a comprehensive noise survey detailing noise exposure, and support you with accurate recommendations on the level of hearing protection that is required.

Our Class B Filtered Earplugs are mostly used for continuous noise in industrial settings where the user requires hearing protection but still needs to be able to communicate, such as for construction workers, mechanics, and road works.  The acoustic filters allow the wearer to hear more speech sounds while simultaneously reducing more damaging high-frequency noise.

HearSmart™ HS Music Earplugs are used by musicians, concert goers, motorcyclists listening to communication systems or music, bar staff, and anyone else who requires communication clarity.  The filters work by attenuating or reducing sound levels evenly at all frequencies and is otherwise known as “flat-attenuation”.  This ultimately allows the user to hear music or speech clarity with a specific amount of volume reduction.  Most other earplugs on the market (generic or custom) will block more sound in the high frequencies, and ultimately muffle the sound a bit.

To be clear, the following is in regards to the nylon cords that are available for the Earplugs, not the wires used for electronic products:

All of our industrial earplugs (Class A, Class B, Class C, Adjustable) come with the option of a cord at no extra charge.  We always include a shirt clip so you can clip the cord to the back of your collar.  Some customers know for certain they want a cord, and others aren’t sure.  Whether you choose to have a cord on your earplugs will be a personal decision, but also will depend on what you’re using the earplugs for.

There are two types of cords to choose from: Permanently attached or removable.  Here are a few reasons you may get a cord:

• Some workers are worried about losing their earplugs, and so they opt for the permanently attached cord.  We have the best anchor system in the industry for our permanent cords, and the anchor simply cannot fall out or break.  Furthermore, this drastically reduces the possibility you will have a warranty issue with your product.  Broken anchors are the number one warranty issue our competitors face, and this is not covered under their warranty.
• Some workers like the option to hang their earplugs on their shoulders when they remove them.  The most secure way of doing this is by using the permanently attached cord.  The removable cord can also be used, and has great retention so the earplugs won’t pop off on their own, but you must be mindful that if you snag the earplugs when they’re hanging, the earplugs may pop off and fall to the floor.
• Some workers require the removable cord for safety reasons due to the nature of their work.  This way, if the cord was to snag on something, or a piece of machinery, the cord will pop out of the earplug.
• Our Adjustable Class B Earplugs come with a Removable cord only.  This is to conveniently give you the option to have additional sound reduction at times the noise may be louder.  You can plug the filter vent with the cord to receive additional sound reduction, or plug the cord in the other socket to allow you to hear better through the filter.  There is no option to change the sound reduction like this when using a permanent cord.
• We do not recommend motorcycle riders have a cord on their earplugs.  The constant vibrations from the bike may be heard through the cord, and the sound can be very aggravating.  I have discussed this with thousands of motorcycle riders and have been told this time and time again.  If you are set on having a cord because you want to use the Earplugs for work and riding, get the removable cord so you can take it off when you’re on the bike.
• We do not manufacture cords onto the Sleeper Earplugs.  Not only would they be extremely uncomfortable for sleeping, but we also cannot fit the permanent cord anchor, or the removable cord template into Sleeper Earplugs due to their very thin shape for optimal comfort while sleeping.
• The Swim Earplugs can only come with a removable cord.  Because the anchor for the permanent cord is made of stainless steel, it is not designed to be submerged in water for long periods of time.

Yes! I cannot tell you how often we see re-orders due to dogs chewing or eating the Earplugs/Earphones.  We always recommend storing your product in the case to reduce the chance of this happening.  We hear time and again “my dog would never…” but something about the bright coloured squishy silicone screams chew toy.  Likewise, they are very appealing to young children, so please keep them out of reach as they can be a choking hazard.

The best hearing protection is the one you will actually wear.  When you’re able to find the correct sound reduction for your particular noisy situation(s), and the most comfortable fit, you’re more likely to keep your hearing protected by wearing the earplugs when you should.  Hearing loss can happen gradually overtime, or in an instant from a sudden impact noise, so anytime you’re exposed to dangerous noise levels you’re potentially damaging your hearing.

It is not only the volume that is concerning, but the duration of time you’re exposed to the noise as well.  Many people do not realize that even many every-day noises can be damaging, such as wind noise from motorcycling, listening to music (live, stereo, or earphones), and using a law mower, or shop tools.  You can’t reverse noise related hearing loss, but you can certainly prevent it.  That is why it is imperative to always wear hearing protection when exposed to noise. If you have to raise your voice over noise to be heard, the noise levels most likely require hearing protection.

The HearSmartTM Music Earplugs offer 4 filter levels to choose from based on how much sound reduction you need.  Each number (HS Music 12, 17, 19, 25) refers to the average dB level the filter will reduce.  All of the HS Music filters feature a flat attenuation response, which means they reduce almost the same amount of sound at each frequency to maintain the clarity of sound, just at a lower volume.  The filters are designed to provide a large open air passage to reduce occlusion and allow for a more natural sound.  This results in an earplug that is more transparent to the wearer and helps to keep the ear ventilated for optimal comfort.  The filters are also water resistant for increased longevity and durability.

Although the below recommended filter levels are based on specific noise sources, actual dB levels can vary greatly in all of the environments mentioned, because sound levels are dependent on many factors.  For this reason, we will change your filter level within our 90-Day Fit Guarantee if you feel you are receiving too much attenuation or not enough.

The HS Music 12 Filters provide subtle attenuation that is designed for quieter performances such as string, acoustic, and orchestral environments where hearing protection is still required.  The soft rise of attenuation in the higher frequencies protects against heavily played wind instruments.  The HS-12’s will keep you close to your music by allowing incredible subtlety without the risk of over exposure.  Suitable for music SPL up to 97 dB.

The HS Music 17 Filters provide the flattest and most natural sounding attenuation available.  The 17 dB sound reduction across the frequency range means you will hear your music the same as you would without earplugs by maintaining the clarity, only the sound will be quieter to protect your hearing.  Perfect for vocal performers, moderately amplified instruments, marching bands, music teachers, recording engineers, and sound crews. Suitable for music SPL up to 102 dB.

The HS Music 19 filters are ideal for demanding environments with mid/high frequency noise that require a small amount of additional sound reduction in the lower frequencies.  Perfect for machinery, road, engine noise, bass, moderately amplified instruments, marching bands, music teachers, recording engineers, bar staff, sound crews, and film crews.  The HS-19’s give supplementary sound reduction compared to the HS-17’s, but still offer one of the flattest attenuation responses available.   Suitable for music SPL up to 104 dB.

The HS Music 25 is one of the strongest flat attenuation response filters available; offering protection from the most challenging and loud environments while ensuring that you can hear clearly and perform at your best. The HS-25’s offer a high-frequency peak that safeguards your hearing from the most dangerous and intense sounds. Ideal for amplified stage performers, front-stage security, monitor and sound engineers, sound technicians, production and stage managers, percussion, brass.  Suitable for music SPL up to 110 dB.

There are 4 different HearSmartTM Music filters and 2 HearSmartTM Shooting filters that are interchangeable with each other.  Simply use the small rounded side of a small paper clip, and gently slide it underneath the filter to flip it sideways in order to remove.  Please ensure not to poke any objects through the canal bore/vent to push the filter out, because this can damage the filter and perforate the membrane on the bottom side of the filter, which will ultimately affect the sound attenuation.

Our Sleeper Earplugs will reduce a significant amount of snoring sounds, or other bothersome noises that keep you awake; however, they do not block all sound completely.  There currently isn’t any hearing protection on the market that has the ability to block out all sound completely.  We still hear through bone conduction via the mastoid bone, and some sound waves are still able to penetrate through hearing protectors, although reduced.  You may find that custom earplugs block more sound than generic fitting earplugs, not because the NRR (Noise Reduction Rating) is higher, but because of a proper fit and seal.  Since there are typically only three sizes of generic fitting earplugs to choose from, many people will not receive efficient sound reduction due to a poor fit.  Custom hearing protectors fit your ears correctly, and will extend deeper into the ear canal than a generic plug can; resulting in a more efficient sound reduction.  Most people find that custom earplugs are much more comfortable for sleeping than generic earplugs, and they reduce frustrating noises enough to be able to fall asleep and/or stay asleep.

For light sleepers, or those of you who suffer from tinnitus (ringing in the ear), we highly recommend combining the use of custom earplugs with a sound machine or sound app from your phone that produces white noise.  White noise helps to reduce the awareness of other annoying sounds that you don’t want to hear while trying to sleep.  There are free white noise apps available on most mobile phones, or you can purchase plug-in or battery powered devices from most major department stores.  Coming from a person who has worn custom sleeper earplugs for a decade, along with using a white noise machine, the combination of the two provides a remarkable atmosphere for peaceful sleep.  You will still hear your alarm and/or baby monitor if you simply turn the volume up on those devices.

Although our Swim Earplugs are great for swimming, showering, or other water activities where you need to minimize the chance of water entering the ear, we do not recommend wearing custom earplugs for deep water diving.  Wearing solid earplugs without venting can interfere with proper equalization.  There are generic fitting earplugs on the market that are specifically designed for diving use, that include a special valve that allows for safe equalization at different depths.

We are often asked what the difference is between our custom-fit AudioFuse™ line of Earphones and In-Ear Monitors.  Here is the breakdown:

AFE AudiofuseTM Earphones:  Our custom Earphones are designed specifically for recreational purposes such as motorsports, exercising, listening to music on flights, and audiophiles.  We intentionally have the wire exiting the bottom of the earmolds to allow helmets to be pulled on and off without kinking or bending the wire.  This permanently attached bottom-exit wire design allows for a little more durability for active lifestyles and enables us to use the least amount of space possible; i.e.: the earmolds are made as flush as possible to the ear so they are not sticking out.  This is particularly important for those wearing full-face helmets or safety gear.

All of our AFE AudioFuse™ Earphones are made in a flexible silicone for maximum comfort.  You can choose between the Standard Braided Cable (no controls), or upgrade to the In-Line Mic Cable or Bluetooth Cable if you require track controls, volume control, and voice prompts, or hands-free phone calls.

AFM AudiofuseTM in-Ear-Monitors:  Our flagship AFM series of In-Ear Monitors are designed for stage performers and recording musicians, DJ’s and radio hosts, audio engineers, TV & music production, and audiophiles.  We utilize top of the line cables, connectors and electronic components to create a superior audio experience. Stage performers wear IEM’s attached to a receiver to enable them to hear a high fidelity custom mix of their own instrument, vocals, and the other musician’s, while receiving hearing protection.

The cable is detachable, so it can be replaced, or switched with another colour, or upgrade cable.  Because the cable sits over the ears to remain discreet for performances, the earmolds are built out of the ears to attach the cable to the front of the earmolds; therefore, Monitors are not recommended for motorcyclists as they are typically too bulky to fit under a tight helmet comfortably.  We manufacture our In-Ear-Monitors in either the same soft, flexible silicone as the Earphones, or in a durable acrylic.  Each have their benefits, but it usually comes down to personal preference for which material is chosen.

So, there you have it; the main difference is in the wire and where it exits the earmolds.  The earphones have a permanent bottom-exit cable, whereas the Monitors have a detachable over-the-ear style cable.  We use the same premium proprietary balanced armature drivers in both Audiofuse™ lines, including integrated crossover circuits on multi-driver systems; therefore, you can make your purchase based solely on what you’re using them for, and you won’t have to compromise the quality of sound.

Balanced armature drivers are an incredibly small and lightweight speaker component that use an electrical signal that does not need to displace air in order to generate sound. They are typically used in hearing aids and in-ear monitors due to their small size, significant output, and because of the excellent clarity they produce.  Each armature driver is tuned to a specific frequency range, which is why many in-ear monitors contain multiple drivers.  A crossover splits the sound signal into multiple frequency bands, and sends different frequency bands to each driver, ultimately creating a signature sound performance.

This is a very individual decision, and will highly depend on what you’re using them for, what quality of tracks or mixes you listen to, the device you’re plugging into, your budget, and what your personal perception of great sound is.  Some people prefer more bass, while others prefer a rich and bright colourfulness to their music.  All of our Earphones and Monitors are meticulously manufactured to the highest level of precision and quality, while utilizing superior materials and components; therefore, all of our music products provide excellent clarity and more volume that you could ever need.  Even our Single Driver Earphones can reach up to volumes of 113 dB.  So volume and clarity are not what set apart the different levels of our Earphones and Monitors.

The difference is in the sound signature and frequency response you hear.    When you add extra drivers, you receive additional bass, and change the sound signature and frequency response.  Our multi-driver systems feature integrated crossover circuits that split the sound signal into multiple frequency bands to change the frequency emphasis.  This ultimately creates our signature sound performance.

The Single drivers have a single speaker in each earmold that produces all frequencies from that one component: highs, mids, and lows.  This delivers a high clarity neutral response.  The Dual Drivers have two speakers in each earmold; one is a dedicated bass speaker, and the other is a mid-high; therefore, you receive significantly more bass than the Single Drivers.  The Triple Drivers have three speakers in each earmold comprising of a single low frequency bass speaker and a dual mid-high speaker.  The crossover design in the Triples, and the extra mid-high speaker, allow for a wider frequency response that creates more low frequency headroom and expansion into the highs compared to the duals.  Overall, the configuration of the Triples provides perfectly balanced depth with a rich and vibrant sound signature that emphasizes all of the distinctions and nuances of your favorite music or performance.

Due to all of our products being custom-fit to each individual, it is difficult to “test” the Earphones or Monitors to hear the differences and intricacies between them.  Not only would the product not fit in your ears correctly, but the sound quality is drastically reduced without a proper fit and seal; therefore, you will not experience a true representation of the sound by trying on someone else’s product.

We do have some samples of universal earphones that can be listened to as a comparison; however, the sound signature may vary slightly due to them not being a custom-fit.

Yes; for those who have complete hearing loss in one ear, and only require an Earphone/Monitor on one side, we are able to accommodate a single side.  We use a single wire from the Y junction.  Because our Earphones have a stereo jack, you will need to switch your phone or device in the settings to “mono” to be able to hear all of the sound through the single earpiece.  Otherwise, you will miss certain parts of the music that are staged and only heard on one side or the other.

We can certainly accommodate this for a fee.  It is always more cost effective to choose the correct wire at the time of manufacturing, but you can have the wire switched at a much lower cost than buying a completely new set.  Keep in mind, that the cost involved in changing the wire is to cover the cost of the new wire and the lab time to rebuild the wire into the earmolds.  This is not a quick task, and takes precision.

We build all of our electronics with premium materials, components, and design structures while utilizing intricate manufacturing processes to ensure the highest possible quality and longevity of our products.  However, there are many precautions you can take to preserve the function of your Earphones/Monitors:

• Never allow moisture to get into the drivers. Simply put, electronics and moisture do not mesh.  It is imperative that you keep your Earphones/Monitors as dry as possible, and use the desiccant provided every time they have been exposed to moisture or humidity.  Please see instructions on proper use of the Desiccant Disk.  The benefit of wearing custom earmolds that fit further down the ear canal is that you won’t be sweating in the portion of the canal where the opening to the earpiece sits; however, be mindful that when you’re pulling the earpieces out and re-inserting them, you could potentially allow moisture to get into the sound bore/vent.  If you are sweating, and you must re-insert them after removing, make sure you quickly dry the area around the ear canal first.

If you sweat a great deal, it may be worth purchasing a larger quantity of silica gel desiccant to allow for more effective moisture removal.  Silica gel is easily purchased from most major online retailers.  Alternatively, many of our Providers (most hearing clinics) also sell different types of dehumidifiers.

• Never pull on the cable/wire to remove your Earphones/Monitors.  Although the construction of our permanent wires and detachable cable connectors are made robust and secure, improper removal causes extra strain on the internal components, connections, and the copper wiring underneath the rubber sheathing in the wire.  Custom earmolds that are inserted correctly should essentially be “locked” into the ear.  Pulling on the cable/wires to remove them means you’re not twisting the earmolds out correctly.   The top helix portion of the earmold should be popped out of the top pocket of the ear first, and then the full earmold should be twisted forward, towards your nose, to remove (see proper removal).
• Never squish or bend the earmolds. Although the earmolds are flexible and provide a durable shelter for the inner components, squishing and bending the earmolds can snap or break the wiring or connections on the inside.  Always handle your Earphones/Monitors with care, as you would with any electronic.
• Keep them clean (see proper cleaning recommendations).  If the sound bore/vent becomes clogged with wax or debris, the sound will be blocked from coming out.  This is a temporary problem that can easily be remedied by removing the debris; however, if the wax/debris gets down the sound bore/vent far enough and gets inside the driver, it will damage the driver permanently and will not be able to be repaired.
• Always store them in the case provided, or a protective container, and keep them out of sunlight and heat.  The UV rays can cause the earmolds to oxidize and yellow in colour, and extreme heat can damage the components.  Keeping the outer layer of the earmolds clean will also help to reduce the silicone oxidization.
• Ensure you're safely tucking the wires into place and away from the edge of the case before closing. The copper wiring underneath the rubber sheathing of the wire can break if clamped along the edge of the Deluxe Monitor Case, or if zipped in the Earphone Case.

While we do not offer a remold service where we remove the inner components of competitor products to build them into custom earmolds, we do manufacture AFS-1 Sleeves that adapt to universal earphones/monitors.  The simple fact is we cannot warranty a product that we did not manufacture, and if anything went wrong in the process, we do not have access to their proprietary components and materials to remedy the issue.

However, if you’re looking to keep costs to a minimum and already have a high-end set of universal monitors we can build custom AFS-1 Sleeves that sit over the flange of your universal monitors.  We do not glue or permanently attach the custom earmolds to your monitors, but rather make the earmolds to attach to the flange of the monitors via a pressure fit that is removable.  Our Sleeves will provide custom comfort and retention so your monitors won’t fall out of your ears, and will even enhance the sound quality by providing isolation and a proper fit that reaches further down the ear canals.

We have countless templates in our lab for most of the major brands of universal monitors on the market, so most likely you will not have to go without your monitors while we manufacture your Sleeves.  If we do not have the template on file, you may need to send them to our lab with your ear impressions.  Please call or email us with the make and model number of your monitors and we can let you know right away if we have them on file.  Although some earmold manufactures believe so, there is no such thing as one universal template that fits all monitors.  If you want the earmold Sleeves to be manufactured correctly and fit securely on your monitors, the pressure fit area on the earmolds must be designed to fit your monitors specifically.

Please note that we do not recommend the Sleeves for use under helmets for motorcycle riding.  Universal fit in-ear monitors typically already stick out of the ears, and adding a custom earmold may extend them a bit further out; therefore, they will not fit comfortably under a helmet, and will move or fall out when you pull your helmet on and off.

Industrial and commercial companies using 2-way radios have countless options to choose from in the field.  To simplify it, we break it down in Listen-Only or Push-To-Talk, and where you will be plugging it into.

• If you already have a wire that plugs into your radio and runs all the way up to a generic earpiece, you will only need to purchase a custom Communication Earmold.  This includes a right angle plastic attachment for you to attach your own curly acoustic tubing to (you can purchase the tubing separately as well, if needed).

• If you already have a Shoulder Speaker/Mic, but no acoustic tubing and earpiece, you will choose the CommEar Listen-Only Speaker/Mic Attachment:

• CommEar Listen-Only Speaker/Mic Attachments plug directly into your own shoulder speaker/mic.  We will need to know what size of jack you require, and desired length of the cable.  The jack sizes are either 3.5mm or 2.5 mm MONO jacks and the cable lengths are 8” or 19” cables.  You will still be able to speak into your shoulder speaker/mic but will hear the audio through the custom earmold.

• If you only have a radio, and no wire or shoulder speaker/mic, you will choose between the CommEar Listen-Only Radio Attachment or the  CommEar Push-To-Talk Surveillance Kit (1-Wire or 2-Wire).   For either product, we will need to know the brand and model number of the radio being used.  This information tells us which jack style your radio takes.  There are numerous jack styles available on the market (3.5mm, 2.5 mm, 2-Pin, mono, stereo), which is why it is important to know not only the radio brand, but the full model number as well.   Please note that one digit or letter missing from a model number can indicate a different style of jack.  We can accommodate most radio brands and jack styles that are on the market.

• A CommEar Listen-Only Radio Attachment plugs directly into your radio, and does not give you the ability to speak into a microphone.
• CommEar Push-To-Talk Surveillance Kits allow you to plug directly into your radio, and give you the ability to push to speak into the provided speaker/mic.  You can choose between a 1 or 2 Wire PTT.  A 1-Wire PTT is designed to be worn on the exterior of clothing with the PTT button being worn near the shoulder; whereas, a 2-Wire PTT is designed to be secured underneath clothing with the PTT button being worn at the wrist.

Please note that for any of the Communication products chosen above, you have the option to have the earmold either:

• Non-Vented: Reduces external sounds for those working in noise – In the case of hearing protection you will also need to purchase a single-sided Class A Earplug to match up the opposite ear.
• Vented: Allows external sounds, for those who need to hear normally with no noise reduction.
• Vented with a Class B, Class C, or HS Music filter: For those who need a specific amount and type of noise reduction – you will also need to purchase a single-sided Earplug for the opposite ear to match up the sound reduction (typically the same type of filter you chose for the CommEar).

Choosing the right product for motorcycling is very dependent on what type of helmet you wear, and whether you’re looking to only reduce sound, or if you also want to listen to music or a communication system.

I just want to reduce sound:

1. If you wear a full-face helmet, we typically recommend the Class B Filtered Earplugs.  The acoustic filter will allow you to still hear road sounds, but reduces enough of the wind and bike noise to bring you to a safe and comfortable sound level.  It is most comfortable to have the earmolds slightly countersunk (concaved) so they fit well under a helmet.  We do not recommend wearing a cord on the earplugs for riding due to the vibration sounds you’ll hear.
2. If you wear an open-face helmet where your ears are exposed, we recommend the Class A Solid Earplugs.  You will require more sound reduction with an open-face helmet, and also would experience whistling through the vent of the Class B Filtered Earplugs.  The Class A Solid Earplugs will provide enough sound reduction with an open-face helmet, but you will still be able to hear the road sounds.  Again, we do not recommend wearing a cord on the earplugs for riding due to the vibration sounds you’ll hear.
3. If you switch back and forth between an open-face and closed-face helmet, or you specifically want to maintain the clarity of sound (not muffled), but have it quieter, we recommend the HearSmartTM Music Earplugs.  The filter sits on the outer side of the earmolds; therefore, it won’t allow any whistling through the vent if your ears are exposed.  The HS Musicians Earplugs will work great for any type of helmet, and also fit very comfortably due to the smaller canal size they’re manufactured in.

1. If you want to listen to music from your phone or another audio device such as an iPod:

• We recommend our AudiofuseTM Earphones (AFE-1, AFE-2, AFE-3).  We build balanced armature drivers right into your custom earmolds, and manufacture them with a durable permanently attached wire that exits the bottom of the earmold so helmets being pulling on and off are less likely to kink, bend, or pull on the wire.  The bottom exit cable also allows us to manufacture the earmolds as flush as possible (based on the number of speakers and the person’s ear shape); therefore, they provide optimal comfort while worn under a helmet and will not move around when pulling the helmet on and off.
• Our earphones come standard with a braided wire with a 3.5mm jack.  You have the option to upgrade to an In-Line Mic wire that also plugs directly into your device with a 3.5mm jack.  The ILM wire has track controls and a microphone.  The microphone sits on the outside of the helmet; therefore, is not designed to allow for phone calls while riding.  You can still answer a call if stopped, but the microphone would pick up too much wind noise while moving.  Most riders upgrade to the ILM cable in order to adjust the volume and tracks, and play or stop the music.
• The product and pricing is based on how many drivers (balanced armature speakers) you get in each of the earmolds, and what wire you choose.  AFE-1 Single Drivers have one speaker in each ear, AFE-2 Dual Drivers have two speakers in each ear, and the AFE-3 Triple Drivers have three speakers in each ear.  Please see: How do I choose between Single Drivers, Duals, or Triples.

2. If you want to listen to music from external speakers on your

 motorcycle:

When listening to music it is important to maintain the clarity of sound and not muffle it.  For this reason, we recommend the HearSmartTM Music Earplugs.  The filters work by attenuating or reducing sound levels evenly at all frequencies to provide a flat attenuation response.  This ultimately allows the user to hear the music clearly, but with less volume.  Most other earplugs on the market will block more sound in the high frequencies, and ultimately muffle the sound.  As mentioned above, the HS Music Earplugs work great for any type of helmet; open or closed-face.

Please note that we do not recommend the AFE-1 Sleeves for use under helmets for motorcycle riding.  Universal fit in-ear monitors typically already stick out of the ears, and adding a custom earmold may extend them a bit further out; therefore, they will not fit comfortably under a helmet, and will move or fall out when you pull your helmet on and off.  All of our custom earplugs and earphones are made as flush or thin as possible to ensure optimal comfort under a helmet.

If you want to hear a communication system, such as a Scala or Sena:

1. There are two options for wearing hearing protection while needing to listen to a helmet communication system.   The first option is to go with the HearSmartTM Music Earplugs.  They will provide clarity for hearing your system, specifically if you listen to music.  There are 4 filter levels to choose from based on how much sound reduction you need.  Each number (HS Music 12, 17, 19, 25) refers to the average dB level the filter will reduce.  But keep in mind, you will still be reducing the sound of not only the wind, but also your communication system as well; therefore, you will need to turn your volume up louder to hear it.
2. The best option for listening to a communication system on a helmet is to integrate our Audiofuse Earphones (AFE-1, AFE-2, AFE-3).  Most communication systems on the market these days are equipped with a 3.5mm audio output receptacle that you simply plug our 3.5mm jack into.  Some of the older systems do not have the audio output; however, there are after-market kits, such as Sena’s Clamp Kit, that can be incorporated to enable you to plug the Earphones into your communication system.  We offer a short 20” wire for this purpose in specific; therefore, the wire will only reach to the helmet’s audio output, so you won’t have extra wire to deal with.

Your communication system will function as normal EXCEPT; you will hear high fidelity sound through our speakers that are built into your own custom earmolds.  This way you have hearing protection from the wind, and can hear your communication system crystal clear without the need to turn the volume up louder than what’s comfortable. You can also purchase a wire extension at most electronics outlets for times you would like the wire longer to enable you to plug into a device such as a phone, laptop, or airplane system.

All workers who are exposed to noise greater than 85 dBA Lex over an 8-hour period must be given a hearing test within the first 6 months of employment, and then tested annually thereafter.  Please refer to WorkSafe BC’s Occupational Health and Safety Regulations Part 07 Noise, Vibration, Radiation and Temperature.

HearSmart Solutions Inc. will go onsite anywhere in the Lower Mainland to test a minimum of 5 people.  Setup fees apply.  We waive the setup fee when the group is also purchasing custom earplugs at the same time.  Please call us for a quote and ask about our quantity discounts.

Employers are asked to fill out a Credit Application in order to set up an account to receive Net/30 Terms.  Alternatively, the employer can pay at the time of testing by credit card or company cheque.

With two sound booths, we test 2 people every 15 minutes when completing hearing testing only, or 2 people every 30 minutes when completing both hearing testing and taking ear impressions.  We understand it is paramount to have employees back to work as soon as possible; therefore, we work as quickly and accurately as possible to reduce the amount of time employees are away from their work.

It is most effective if the employer schedules the employees based on coverage and shifts.  Alternatively, you can send us a name list and we can schedule them for you.  If scheduling is not possible, we simply have the finished group grab the next group once their testing is complete.

An Occupational Noise Survey will identify noise sources to help prioritize control measures, determine hazardous noise areas, and verify if annual hearing testing is required.  In order to identify appropriate hearing protection requirements, it is essential for employers to have accurate information detailing the actual noise levels that employees are exposed to.

As per WorkSafe BC, when noise levels in a work facility may exceed 82 dBA Lex, it is mandatory that the employer have noise measurements taken (some exemptions apply).  New measurements must also be taken anytime new machinery has been installed or removed, noise levels have changed due to altered workload or equipment operating conditions, structural changes have been made to the facility, or rotations or schedules have changed the length of exposure time.

HearSmart Solutions Inc. is certified to perform formal Occupational Noise Survey’s.  We can provide you with a comprehensive noise survey, and support you with accurate recommendations on the level of required hearing protection.

We offer three different levels of Occupational Noise Surveys:

Basic Survey:

Provides average Spot Noise measurements (sound mapping) at specific positions/areas within the facility.  Includes a baseline report. Typically takes about 2-3 hours, depending on how many departments there are to be tested. This is a basic average and is not an accurate indicator of what noise levels employees are exposed to.

Comprehensive Survey:

To achieve an accurate noise level survey, it is important that employees are monitored with dosimeters over at least one full 8-hour shift to get a time-weighted Lex measurement.  This Lex measurement is what dictates appropriate hearing protection and if further consideration should be taken in creating a formal Hearing Conservation Program within the facility.  The Comprehensive Survey includes 2 hours of Spot Noise Testing (sound mapping), Lex measurements by monitoring noise dosimeters, and a full Occupational Noise Survey Report with data analysis consultation.  The average testing period is between 2-3 days, depending on the size of the facility, and how many employees or departments need to be tested.

Premium Survey:

The Premium Survey includes the same testing as in the Comprehensive package (2 hours of Spot Noise Testing (sound mapping) to provide a basic average, as well as time-weighted Lex measurements), but also provides Real-time Frequency Spectral Analysis which outlines which frequencies and SPL levels are affecting each department.  The comprehensive Occupational Noise Survey Report provides data analysis consultation, and includes frequency graphs that detail which frequencies are emphasized in order to assist in designing or implementing source noise controls in an area or around equipment.  Includes 3 employees being fit with noise dosimeters.  The average testing period is between 2-3 days, depending on the size of the facility, and how many employees or departments need to be tested.

If you purchased your product through one of our Providers, please correspond with them directly regarding warranty issues.

Before returning your product to us for a modification or repair; please refer to our troubleshooting tips to see if the issue can be easily resolved.  If you still need to send your product back to us, please include a warranty form explaining the issue, and provide us with your name, contact information, and a shipping address where we can return your product.  The product must be sent into the lab in order to be warrantied or remade.

The Customer is responsible for shipping charges when sending warranty items to the lab.  We do not accept Collect on Delivery (COD) shipments.  When the product is under warranty, HearSmart Solutions Inc. covers the cost of standard shipping charges to return the item back.  For all out of warranty repairs, re-molds, or modifications, the Customer is responsible for shipping charges both ways.  Before completing any work on an out of warranty product, we will call you with an estimate for the repair to take payment and charge shipping.

Ship to the following address:

HearSmart Solutions Inc.

Unit 120 - 19140 28 Avenue

Surrey, BC  V3Z 6M3

HearSmart Solutions Inc. proudly offers industry leading warranties to back our products.

90-DAY EARMOLD FIT GUARANTEE

Please allow a 2-week break-in period for ears to adjust to new earmolds prior to having any modifications/remakes due to discomfort.  We highly recommend using the ear lubricant provided during the break-in period; this assists with proper and easier insertion, and helps prevent any discomfort while the ears are adjusting to a new fit.

We will modify or remake an earmold within 90 days if it does not fit correctly, is uncomfortable, if we made a manufacturing error, or if filters need to be switched to a lesser or higher sound reduction.  The original product must be sent back in order to be warrantied, along with a warranty form.  New impressions are required for all remakes, but are not required for modifications.  The following are not available under the 90-Day Fit Guarantee: Style changes, material changes, colour changes, lost earmolds. HearSmart Solutions Inc. reserves the right to determine the appropriate adjustment, modification, or remake to any warranty item.

3-YEAR EARMOLD MANUFACTURER WARRANTY

We will repair or remake an earmold within 3 years if it breaks, cracks, or splits, due to manufacturing defect, or material failure.  The following are not covered under the 3-Year Earmold Material Warranty: Style changes, material changes, colour changes, lost earmolds, fit issues, cords, anchors, filters, drivers, or cables.

2-YEAR ELECTRONICS & RADIO ACCESSORY WARRANTY

We will repair/replace electronics including drivers or radio accessories within 2 years due to defects or component failure.  The following are not included under the 2-Year Electronics Warranty:  Earphone and Monitor cables, filters, water, moisture, or wax damage.

*Warranties do not cover damage resulting from unauthorized repair or modification, misuse, abuse, accident, negligence, or improper operation or maintenance.  Accessories such as cords, cables, and filters are guaranteed to be in working order at the time of delivery.

Yes, we offer repairs and/or modifications for a fee when the issue is not covered under our warranty, or the warranty period has expired.  We will provide you with an estimate and take payment before commencing any work on your product.   The customer is responsible for shipping fees both ways for all out of warranty repairs.  We keep the costs at a minimum, and only charge for the replacement parts and/or lab time that is necessary.

The majority of our custom products are made from a hyper-allergenic biomedical grade silicone.  Silicone is a safe and durable material that does not cause reaction to the skin.  There are many different types and grades of silicone, and ours is designed for use with medical device components.  Our silicone has essentially no shrinkage, and does not contain any of the following: peroxides, peroxide by-products, chlorophenyls, PCBs, organic plasticizers, phthalates, or latex additives.   It also happens to be one of the softest silicones on the market along with a high tensile strength and durability.

Our In-Ear Monitors are available in both the silicone mentioned above, or hard acrylic.  Acrylic is a durable and lightweight plastic material that stays true to form.  It is cured through UV using an acrylic resin.  Although acrylic has its benefits (mainly durability), we manufacture approximately 95% of our products in silicone, even when it comes to our In-Ear Monitors.  Silicone is simply softer, more comfortable, flexible in the ear, and is still a robust casing that preserves internal components and wiring.

Silicone can discolour gradually over time due to UV light, or the acidic pH level of the skin.  The rate of discolouration will vary depending on the pH level of the skin of the person wearing the product, as well as how much contact the product has with UV light.  We recommend always wiping them down after use and storing them in the case provided to help decelerate the oxidization process.

• Never submerge any of the Filtered Earplugs, Communication Earmolds, Earphones, or Monitors under water as this will damage the filters or electronics, or moisture will accumulate in the tubing.  There is no warranty coverage for moisture damage.

• Simply wipe custom earmolds down with a damp cloth or sanitary wipe. It is not necessary to use an anti-bacterial product unless you have an ear infection, or have placed your product on a surface where an infection could have come into contact with your custom product.  The acidic pH level of your skin can discolour the earmolds over time, so wiping them down after use can help to decelerate this natural process.

• For products with sound bores/vents, such as Filtered Earplugs, Communication Earmolds, or Earphones and Monitors, it is important to inspect the canal tip of the earpiece(s) after each use for any accumulation of debris or wax that could potentially block or muffle the sound.  To clean, hold the earpiece with the sound bore/vent facing down and use a Wax Pick Cleaning Tool (provided for all music products).  Alternatively, you can use a dry toothbrush to brush away any debris, or purchase a Wax Pick.  If the wax is too deep for either method, we have specialized needle tip vacuums in our lab, as a last resort.   Many of our Providers (most hearing clinics) have this equipment as well.

• Always Store your custom product in the case/pouch provided or another protective container. This will help to keep them safe from damage, help you to not lose them, and also protect them from coming into contact with a surface that could potentially be contaminated with bacteria that could transfer to your ears.  Storing them in a case/pouch also keeps them out of UV light, which can gradually alter the colour pigment of the earmolds.

• It is extremely important to always remove any moisture from the Earphones and Monitors by using the silica gel desiccant disk after each use. This is especially important after wearing them anytime you have sweat profusely, such as when performing, working out, or when wearing under a motorcycle helmet.  TO USE,  please follow the directions carefully:

• Do not remove the beads from the plastic disk.

• Ensure the beads in the desiccant disk are amber coloured.  If they are green, they are already full of moisture, and will not be of any help.  To reactivate, place the desiccant disk, with the holes facing up, in the microwave and heat on high for 30 seconds at a time until the beads return to an amber colour.  You must allow the disk to cool before using with your custom product.  The beads are rechargeable a few times.  You can purchase additional desiccant disks from us, if needed.  Alternatively, many of our Providers (most hearing clinics) also sell different types of dehumidifiers.

• Place the cooled disk, in an airtight, re-sealable storage container with the holes facing up (note: Earphone cases are not airtight, but Monitor cases are.  Use a different container if needed.

• Place your custom electronic product on top of the disk and re-seal the airtight container.

• Store your custom electronic product this way when not in use, or anytime you believe they have been in contact with moisture or humidity.

Although medical grade silicone and acrylic have essentially no shrinkage, our ears do continue growing and changing shape throughout our lifetime.  Because of this, we recommend you purchase new custom earmolds every 4-5 years.  This ensures you are still receiving the correct amount of sound reduction; particularly because the change happens very gradually, and therefore any sound leakage could be subtle and hard to notice.  Losing or gaining a significant amount of weight, such as 30lbs or more, can also change the shape of our ears quicker.

For children who are still growing, the shape of their ears can change quicker, similar to them growing out of a pair of shoes.  If a child requires custom earmolds, it is recommended to have them changed approximately every 2 years, or sooner if the child has gone through a growth spurt.

No, wearing a custom earmold cannot cause an ear infection, as long as you never share your custom product with anyone else.  There has to be a bacteria or virus present in order to develop an ear infection.  We seal all of our custom earmolds in an anti-microbial coating that will help inhibit the growth of bacterial; however, if you believe you may have an infection it is important to discontinue wearing your custom earmolds until the infection is gone, and ensure you clean the earmolds thoroughly using an anti bacterial sanitary wipe.  Continuing to wear the earmolds, and not properly sanitizing them when an infection is present may result in re-infection.

We also highly recommend you NEVER lick or suck on your custom earmolds in order to slip them into your ears (yes, there are people who do this!).  Please use the ear lubricant provided.

It is extremely important to always remove any moisture from the Earphones and Monitors by using the silica gel desiccant disk after each use. This is especially important after wearing them anytime you have sweat profusely, such as when performing, working out, or when wearing under a motorcycle helmet.  TO USE, please follow the directions carefully:

• Do not remove the beads from the plastic disk.

• Ensure the beads in the desiccant disk are amber coloured.  If they are green, they are already full of moisture, and will not be of any help.  To reactivate, place the desiccant disk, with the holes facing up, in the microwave and heat on high for 30 seconds at a time until the beads return to an amber colour.  You must allow the disk to cool before using with your custom product.  The beads are rechargeable a few times.  You can purchase additional desiccant disks from us, if needed.  Alternatively, many of our Providers (most hearing clinics) also sell different types of dehumidifiers.

• Place the cooled disk, in an airtight, re-sealable storage container with the holes facing up (note: Earphone cases are not airtight, but Monitor cases are.  Use a different container if needed.

• Place your custom electronic product on top of the disk and re-seal the airtight container.
• Store your custom electronic product this way when not in use, or anytime you believe they have been in contact with moisture or humidity.

If you’re experiencing a fit or seal issue, here are a few tips to follow prior to having any adjustments made under the 90-Day Fit Guarantee:

1. Ensure you’re applying the ear lubricant to the earmolds to assist with proper insertion and removal.  The top coating on the earmolds can feel tacky when the earmolds are first made.  This is softened by the natural oils in your ears over the first few weeks of wear, but in the meantime, it is much more comfortable and easier to wear new earmolds when a light layer of ear lubricant is applied to the product first.
2. Ensure you’re getting the earpieces into your ears correctly.  This is the most important factor in a comfortable fit and proper seal.  There is a red marker to indicate the right earmold (sometimes this will be white or black on colours that would make it difficult to see the red marker).  A custom earmold won’t fit into the ear too far, so ensure you’ve wiggled it in far enough to pass around the bend of the ear canal.  Also make sure the top portion of the earmold is tucked under the helix area (top portion) of your ear.  It is common that new users unknowingly leave the top portion of the earmold out.  Every millimeter counts on a custom earmold; if one area isn’t seated correctly, the rest of the earmold won’t be seated correctly either.  Refer to the following diagram for proper insertion and removal: Insertion/Removal

1. Please ensure you’ve given your ears a chance to adjust to the new earmolds.  Some people may have sensitive ear cartilage, and it can take up to 10 days to adjust to a new product.  Any slight sensitivity you may experience for the first few fits during the break-in period should lessen over the first 10 days and then go away completely; however, if you’ve been wearing them over 10 days, and there are still sensitive spots in your ears from the earmolds, you may require a small adjustment. This is a simple fix, and a small amount of the earmold can be buffed down in the area that is causing an issue.  Please fill out a Warranty Form and send it to our lab with your earmolds.
2. If your earmolds break a seal with minimal head or jaw movement, please refer to #2 above.  If you have confirmed that they are being inserted correctly, you may require an extra coat of sealant added to the earmolds to thicken them slightly.  If this does not resolve the issue, you may need new impressions taken.  Always ensure you’re remaining still the entire time the impressions are setting in your ears.  This includes having no head or jaw movement (talking or chewing gum).  Closed-mouth impressions should be taken for all products UNLESS you’re using them for singing.  All vocalists MUST have an open-mouth impression taken using a bite block.

Having trouble with your audio? Most issues can be resolved easily with troubleshooting.

Loss of audio, distorted, or intermittent sound

If you’re experiencing snapping, crackling, popping, or no audio, try the following:

1. Check that your audio source is on and working.
2. Inspect the sound bore/vents on the canal tip of the earpiece for any debris or wax that may be blocking the sound.  If there is a blockage, hold the earpiece with the sound bore/vent facing down and use the wire loop on the Wax Pick provided to carefully remove any debris.  We strongly suggest making sure to clean any wax out after each use.  If the wax is too deep for the tool provided, do NOT push the tool into the earmold further than the wax loop allows: we have a specialized needle tip vacuum in our lab as a last resort.
3. Make sure the audio jack is fully plugged in.  If the jack wasn’t inserted all the way, you may need to completely remove it and then plug it back in fully.
4. Inspect the wire for any damage or open breaks.
5. Check the audio port on your device (phone, computer, or other audio source) for any debris, and clean out if necessary.
6. Try a different audio source.
7. If you have in-ear monitors with a detachable cable and the audio is only missing in one monitor, try switching the cables on the earpieces.  If you now have no sound in the monitor that was working before, you need a cable replacement.  Please call us to purchase a new one.
8. Sometimes low or no volume can indicate that moisture has gotten into the drivers.  If your earmolds are clear, you may be able to see a bright green moisture indicator on the front of the drivers.  If this is activated, there is undoubtedly moisture inside the earmolds.  If this is the case, try using the desiccant that was provided to see if the moisture can be wicked out of the drivers.   You must ensure you follow the directions carefully:

• Do not remove the beads from the plastic disk.
• Ensure the beads in the desiccant disk are amber coloured.  If they are green, they are already full of moisture, and will not be of any help.  To reactivate, place the desiccant disk, with the holes facing up, in the microwave and heat on high for 30 seconds at a time, until the beads return to an amber colour.  You must allow the disk to cool before using with your custom product.
• Place the cooled disk, in an airtight, re-sealable storage container with the holes facing up.
• Place your custom electronic product on top and re-seal the airtight container.
• Leave overnight for a minimum of two nights.

If the problem persists, the driver may be damaged due to too much moisture, or it could be a separate issue.  Please send your product to our lab with a completed Warranty Form.  We will inspect the product and diagnose the issue, and will call you if there are any repair charges prior to completing any work on the product.  Please see our Warranty Page to see what is covered under the electronics warranty.

Moisture damage can be avoided by using the silica gel desiccant disk supplied in the kit anytime you’ve worn the product and sweat a great deal (such as when performing, or when wearing under a motorcycle helmet).

Sound is muffled, distorted, or low volume

• Inspect the sound bore/vents on the canal tip of the earpiece for any debris or wax that may be blocking the sound.  If there is a blockage, hold the earpiece with the sound bore/vent facing down and use a dry toothbrush to carefully brush away any debris.  We strongly suggest making sure to clean any wax out after each use.  If the wax is too deep for the brush, you can purchase a Wax Pick Cleaning Tool.  Alternatively, we have a specialized needle tip vacuum in our lab as a last resort.

• If you find the sound is muffled, there may be an accumulation of moisture bubbles in the acoustic tubing; typically, you will find this in the coiled portion of the tube.  Use some compressed air to blow out the tubing and fully dry it. Be careful not to blow out any filters from the earmolds; it is ideal to first detach the earmold from the tubing.  We can also do this for you if you send them to our lab.