What are your customer service hours?
We are in the office responding to customer inquiries every Monday to Friday from 9 am to 5 pm GMT, except for national holidays. We do not, however, respond to inquiries over the weekends. While this may delay the timeline of your response, please rest assured that it won't adversely impact the quality of your service or our commitment to honoring our warranties or refund policies, which will be considered active from the date of your outreach (not our response).
What are the best ways to reach you?
I reached out with a problem or question and I haven't heard back yet. What gives?
Our team works hard to respond to all inquiries as quickly as possible. We pride ourselves on the best customer service in the industry. That said, we are a small business run by humble humans who can only work so many hours in a day; therefore, we apologise if we are not able to provide an immediate response, rest assured we are working on getting back to you as soon as possible.
Do you offer a warranty?
All ISOtunes products come with a 1-year limited warranty. Our limited warranty means that we will replace your product, free of charge (including shipping), within the disclosed time period of your original purchase date should the product no longer work due to manufacturing defects.
If you believe your product may be defective, please reach out to us as soon as possible to let us know. We will consider your warranty request active from the date of your outreach.
Do you offer a money-back guarantee?
Yes! We're glad you asked. All products purchased directly from ISOtunes.co.uk come with a 30-day money back guarantee. If you don't like the product for any reason, just let us know and we will help you sort out the return as quickly as possible.
Delivery & Returns
When will my order ship?
We pack and ship orders every Monday to Friday except for national holidays. We do not, however, pack and ship orders on Saturday or Sunday.
If your order is placed by 1 pm GMT on a weekday, it will be packed and shipped the same day.
If your order is placed after 2 pm GMT on a weekday, on a weekend, or on a national holiday, your order will be packed and shipped the next business day.
Once your order has been shipped, you will receive a shipping confirmation, along with tracking details, to the email address you provided during your order.
How long will it take to get my order?
Please allow 48 hours to process all orders received up to 2 pm GMT time. We will do our best to pick and pack earlier than that, but unfortunately it's not always possible. Shipment may take up to 48 hours within the UK and it is tracked. For deliveries within EU, please allow 5 working days for the delivery to reach you.
Do you ship internationally?
Yes! European orders are shipped from our warehouse in Germany and can be ordered from European website.
UK orders are shipped from our UK warehouse, and shipping costs are outlined below:
UK/Ireland (2-4 business days) - FREE for orders £99+ or £5
Please note: orders shipped outside of the UK are subject to regular customs duties and fees levied by the destination country. As we do not track or levy these taxes ourselves, it is the responsibility of the customer to pay them.
Any orders outside UK/EU territory will be shipped from our US headquarters at: Haven Technologies, 12202 Hancock St. , Carmel, IN 46032
If you are not in the UK or EU, it's best to purchase on our North American website, ISOtunes.com. Shipping costs to your location will be calculated at checkout based on the size and weight of your order.
What is your warranty policy?
In order to begin the return or replacement process, you must first contact us. Please do this via email at firstname.lastname@example.org
We will respond to emails and return requests within 1 business day. Once return approval is confirmed, we will provide you with the required steps to complete your return.
ISOtunes® products come with a 1-year warranty against defects in material and workmanship. The warranty does not cover damage by misuse, abuse or unauthorized modifications. We will provide a free exchange for customers who experience defective products within 12 months of purchase.
If you are not completely satisfied with your purchase, please let us know within 30 days of purchase and we will provide a full refund. Items must be returned in their original condition, complete with all packaging and components. See contact information above for returns, refunds, and exchanges.
Apparel & Merch items are not under warranty and are not eligible for returns. Only Items that have been purchased directly from ISOtunes.co.uk can be returned to ISOtunes. ISOtunes products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
Please contact us at email@example.com with questions regarding our warranty or return policy.
I'm having Bluetooth connectivity issues. What should I do?
Please visit our Bluetooth Troubleshooting Help Page. If you've tried our pointers and your Bluetooth connection still hasn't improved, it's possible your product is defective.
If you believe your product may be defective, please reach out to us as soon as possible to let us know.
We can be reached Monday to Friday 9 AM - 5 PM GMT (except holidays) by email at firstname.lastname@example.org. We will respond to email inquiries as quickly as possible within 1 business day.
How do I charge my headphones?
All ISOtunes products come with a charging cable, allowing them to be recharged wherever you have access to a USB port, such as through a computer, wall outlet, or adapter.
After plugging the USB end in to a USB port, locate the charging port on the battery module of your ISOtunes product, remove the safety flap, and insert the other end into the charging port. The light on your battery module will turn red to indicate the product is charging and it will turn blue when charging is complete.
Please note, however: do NOT recharge your ISOtunes product using a "high power" or "fast" adapter or power source above 5V or 2 Amps. This may short-circuit the product and create a defect.
Other people can't hear me on the phone. What am I doing wrong?
ISOtunes microphones have been designed specifically to block out steady state background noise, thereby allowing for phone calls in many loud environments, such as with vacuums, engines, machines, or saws running in the background.
However, ISOtunes microphones are not designed to eliminate impact noises, such as gun shots, so these will still come through loud and clear on calls and are likely to make conversations difficult.
A general pointer for increasing call quality: please ensure the control module (which houses the microphone) is not tucked around the back of your head, but rather under your right ear or otherwise not blocked from access to your mouth.
How do I get my ISOtunes product into pairing mode?
Press and hold the power button until you see the indicator light on the control module flashing red and blue. This means your product is in pairing mode.
Why am I still hearing outside noise?
A few things may be causing you to still hear outside noise when wearing ISOtunes hearing protection.
1. You purchased a product with Aware Technology™. Aware Technology™ purposefully amplifies outside noise, similar to a hearing aid, to improve your situational awareness and safety. You can turn Aware Technology™ off by locating the Aware Volume buttons and pressing “-” until you hear a beep.
2. You need a larger eartip size. ISOtunes TRILOGY™ eartips block noise with heat activated polyurethane foam. This foam needs to fully fill your ear canal to block the optimal amount of noise. The right size eartip should:
- feel snug but not painful
- easily stay in your ear
- block the greatest amount of noise
3. You’re wearing silicone eartips. ISOtunes products come with double or triple flange silicone eartips for casual listening. These eartips should not be used to block noise in loud environments. Instead, use the provided ISOtunes TRILOGY™ foam eartips.
4. You’re experiencing noise-isolation, not noise-cancellation. All ISOtunes products use noise-isolation to passively block noise. At this time, ISOtunes does not sell any product with active noise-cancellation technology.
I'm having other product difficulties. What should I do?
Please go to our Product Support Page and select your product to be taken to a technical support page specifically for that product.
What is a Single Number Rating (SNR)?
Single Number Rating (SNR) is a method used to indicate the level of noise reduction provided by hearing protectors. The SNR is a single value that represents the average amount of noise reduction that the hearing protectors provide across a range of different frequencies. The SNR value is expressed in decibels (dB), and the higher the SNR value, the greater the amount of noise reduction provided by the hearing protectors. For example, if a pair of hearing protectors have an SNR of 30 dB, they would reduce the overall noise level by an average of 30 dB.
What certifications do ISOtunes meet?
For hearing protection, ISOtunes in Europe are tested and approved in accordance with EN 352 specifications. Additionally, ISOtunes SafeMax Technology built into every product ensures a maximum volume output of 82 dB, an identified level of safe sound exposure throughout a work day. As such, all ISOtunes products meet requirements to be used as hearing protectors in the workplace.
Beyond hearing protection, all ISOtunes products are tested to IEC standard 60529 for International Protection Markings, which rate the degree of protection provided by mechanical casings and electrical enclosures against intrusion, dust, accidental contact, and water.
Use in the Workplace
Are ISOtunes approved for use in my workplace?
All ISOtunes products are tested in EN 352 hearing protection standards and issued Single Number Ratings (SNRs) accordingly. Meeting both hearing protection and hearing conservation standards for a full day of use in the workplace.
That said, each workplace may have its own specific rules and restrictions on what hearing protection devices can, cannot, or must be used to ensure prevention of hearing loss. For most facilities, the main requirement is that the Single Number Rating for the devices is sufficient.
If you're unsure, simply ask your manager or company’s Safety Official to determine whether or not ISOtunes products are suitable for your workplace. And when using ISOtunes products, please abide by the rules established by your place of employment.
Contact us if you would like more information about getting ISOtunes approved for your workplace.
Are there any environments in which it is not safe to use ISOtunes products?
ISOtunes products do an excellent job of blocking outside noise. As such, they should NOT be used in environments where users need to be fully aware of their surroundings for personal safety reasons. For example, we do NOT recommend using them while driving a car or riding a motorcycle. Similarly, we do NOT recommend them for use when riding a bicycle outside. The user is solely responsible for ensuring that ISOtunes products are used ONLY in safe environments.
Can I take phone calls when using Aware Technology™?
Yes. All products with Aware Technology™ have the ability to make phone calls using noise-isolating microphones.
Is static or white noise normal with Aware products?
It depends. Aware Technology™ amplifies outside noises through omni-directional microphones. If you are hearing static or white noise, Aware Technology™ is likely magnifying it from your surroundings. This is considered normal. As with most hearing aids or enhancers, it may take time for you to adjust to the enhanced sound.
We suggest you test the product with the Aware Technology™ turned off. To do so, please locate the Aware buttons and press the “-” button until you hear a beep. If you still hear static noise, we consider this a product defect and you should contact our customer service team for support.
What is the difference between Tactical Sound Control™ and Aware Technology™?
ISOtunes products with Aware Technology™ and ISOtunes Sport products with Tactical Sound Control™ are both great for handling loud impulse noises. Although they look and operate very similarly, the sounds and environments they are built to handle are very unique.
ISOtunes Sport products are intentionally built to protect firearm users from gunshot noise. ISOtunes products with Aware Technology™ are built to protect those who use tools and loud equipment from impulse noises (nail guns, hammers, etc.).
When should I use Aware Technology™?
Aware Technology™ is great for communicating in sporadically loud environments. Noises like nail guns and hammers will be blocked by Awre Technology™, while safe environmental sounds will be amplified. Aware Technology™ is especially helpful in environments where enhanced situational awareness is necessary.
Aware Technology™ is not well suited for consistently loud environments. When exposed to steady-state noise above 79dB, Aware Technology™ will passively block all outside sound, similar to a standard hearing protector. Aware Technology™ will not amplify outside noise until the steady state-noise ends or falls below 79dB. In these cases, we recommend turning Aware Technology™ completely off until you’re done working in that environment.