Frequently Asked Questions

Can I upgrade to the new apex modules?

If you are an owner of an A or U Series product, we thought that you might want to experience the benefits of the new module, and we’re glad to say that the new apex modules are backwards compatible with all previously shipped A & U-Series earphones.

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 the new m20 module compare to the previous S1 module?

In regards to frequency response and soundstage, the m20 enables a similar (same) sound signature. However, the m20 offers more isolation (-20dD). The vent is intelligently located (on side) to prevent debris build up, and this also minimizes wind noise. The m20 module is also improved (size adjusted) for ease of use when installing or replacing the module (won’t get stuck).

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 earphones, specifically made to your ear. The U-Series are universal-fit earphones that fit anybody. 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 U-Series earphones. We are only able to remold the 64 Audio custom in-ear monitors.

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

We now offer upgrades from Custom V-Series IEMs to the A-Series with apex Technology. Details regarding this question can be found here on the upgrade page.

What kind of accessories do the V-Series come with?

The V-Series earphones come with the (old-style) personalized case with foam cut-out, cleaning tool, and shirt clip.

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

If you've never had custom earphones before it will take a little 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/discomfort does continue, be sure to submit for a fit adjustment using our RMA system and we can work with you to adjust your custom in-ears 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 RMA form. If you’re not able to troubleshoot and solve the issue, you can still submit an RMA Service Request form for repair service.

How can I speed up the process?

We can offer a rush build for an additional cost. The in-ear monitors would then take 6 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 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, we'd recommend 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 it for a refit. Please also read below.

I need a refit; can a local audiologist make the adjustments? How would that affect my warranty?

64 Audio cannot warranty the fit after the 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 also happen to be 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. You can upload your custom artwork in the IEM Designer when placing your order.

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.

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. This technology minimizes ear fatigue, which results in a safer listening experience, and a more rich and spacious sound when compared to conventional in ear products. With apex, these pressures are greatly reduced, the sound quality is improved, and the stereo image is much wider. In addition, instrument separation is more distinguishable because the sound is delivered to your eardrum in a more natural way.

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

You will need to fill out our RMA Service Request Form. You will be able to do some basic troubleshooting and there and document what is happening with your earphones before sending them to the 64 Audio lab for repair.

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 RMA 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.

Couldn't find your question? Feel free to contact us by email: