CUSTOMER SERVICE POLICIES

We respond to customer inquiries every Monday - Friday from 9 a.m. - 5 p.m. EST, except on national holidays. We do not respond to inquiries or take calls 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. Warranty inquiries and refund requests will be considered active from the date of your outreach (not our response). 

There are many ways to contact us, and we welcome inquiries of all sorts via any of the following channels:

Phone: +1 (317) 740-0419

Email: Click here

Contact Form: Click here

Social Media: InstagramFacebookTwitter

Snail Mail (not the fastest, but hey, it's up to you)
Haven Technologies
873 W. Carmel Drive
Carmel, IN 46032

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.

We respond to customer inquiries every Monday - Friday from 9 a.m. - 5 p.m. EST, except on national holidays. We do not respond to inquiries or take calls 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. Warranty inquiries and refund requests will be considered active from the date of your outreach (not our response). 

Yes! 

All ISOtunes products come with a 1-year limited warranty (except for ISOtunes WIRED Listen Only, which comes with a 3-month limited warranty). Our limited warranty means that we will replace your product, free of charges (including shipping), within the disclosed time period (1 year or 3 months, whichever is applicable) 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. 

To begin the replacement process, please fill out our return form here.

Yes!

We're glad you asked. All products purchased directly from ISOtunes.com 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.

Shipping

We pack and ship orders every Monday through Friday except for national holidays. We do not, however, pack and ship orders on Saturday or Sunday. 

Please note:

If your order is placed by 12 pm Eastern on a weekday, it will be packed and shipped the same day. 

If your order is placed after 12 pm Eastern 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. 

All orders placed on the ISOtunes.ca website are shipped directly from our Canadian warehouse:

Haven Technologies
2630 Royal Windsor Dr Unit 6 Mississauga, Ontario L5J 1K7

Generally speaking, the amount of time it takes for your order to arrive depends on where you are in relation to us.

That said, customers choosing Standard shipping at checkout can expect their orders to arrive within 3-10 business days. Customers selecting Ground shipping can expect orders to arrive in 5 business days or less. 

Yes, we ship all over the world. If you are in Europe, however, please visit our European websites ISOtunes.co.uk or ISOtunes.de to receive the best rates.

Shipping costs to your location will be calculated at checkout based on the size and weight of your order. 

For international orders please note the following:

1) Orders shipped outside of Canada 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. 

2) The foreign versions of our website only translate prices into local currency and words into local language, and do not change the shipping origin of the product (except for on ISOtunes.co.uk)

All orders, except for those from Europe, are shipped directly from our headquarters at:

2630 Royal Windsor Dr, Unit 6 Mississauga, Ontario L5J 1K7

Returns & Refunds

All ISOtunes products ordered directly through our website come with a 30-day money back guarantee. If for any reason you're unhappy with your product and want to return it for a refund, please reach out to us within 30 days of your purchase date.

To begin the return process, please fill out our return form here.

Additionally, we can be reached Monday through Friday 9 AM - 5 PM Eastern (except holidays) by phone at 317-740-0419 or by email at support@isotunesaudio.com. We will respond to email inquiries as quickly as possible within 1 business day.

All ISOtunes products come with a 1-year limited warranty (except for ISOtunes Wired Listen Only, which comes with a 3-month limited warranty). Our limited warranty means that we will replace your product, free of charges (including shipping), within the disclosed time period (1 year or 3 months, whichever is applicable) 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. 

To begin the replacement process, please fill out our return form here.

Additionally, we can be reached Monday through Friday 9 AM - 5 PM Eastern (except holidays) by phone at 317-740-0419 or by email at support@isotunesaudio.com. We will respond to email inquiries as quickly as possible within 1 business day.

No problem. Check out our Replacement Parts & Accessoriespage for a full selection of replacement earbuds, eartips, cases, chargers and more.

Product Support

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 through Friday 9 AM - 5 PM Eastern (except holidays) by phone at 317-740-0419 or by email at support@isotunesaudio.com. We will respond to email inquiries as quickly as possible within 1 business day.

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 micro-USB end into the charging port. For detailed information on the LED charging light, and other important charging information, please consult your product's user manual.

Please note: do NOT charge 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. 

Chances are you're not doing anything 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.

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.

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:

1) Feel snug but not painful

2) Easily stay in your ear

3) 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 are not ANSI certified for noise reduction and 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. 

Please go to our Product Support Page and select your product to be taken to a technical support page specifically for that product.

Certifications

A Noise Reduction Rating (NRR) measures the amount of hearing protection or attenuation provided by different hearing protectors. Measured in decibels (dB), the NRR of a hearing protector must be determined in a lab and approved by theAmerican National Standards (ANSI) in accordance with theOccupational Safety & Health Administration(OSHA). ISOtunes products use industrial grade memory foam to block 22-29 dB of damaging noise, which means you can work in loud environments knowing your ears are protected.

For hearing protection, ISOtunes are tested and approved in accordance with ANSI S3.19-1974 specifications. Additionally, ISOtunes SafeMax Technology built into every product ensures maximum volume output of 85 dB, OSHA's identified level of safe sound exposure throughout a work day. As such, all ISOtunes products meet OSHA and NIOSH 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 Workplace

All ISOtunes products are tested in NVLAP labs to ANSI and EPA hearing protection standards and issued Noise Reduction Ratings (NRRs) accordingly. Additionally, all products are OSHA and CSA compliant, 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 prevent hearing loss. For most facilities, a sufficient Noise Reduction Rating should fulfill the most important requirements

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. 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.

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.

Aware Technology™

Yes. All products with Aware Technology™ have the ability to make phone calls using noise-isolating microphones.

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.

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.)

Aware Technology™ is great for communicating in sporadically loud environments. Noises like nail guns and hammers will be blocked by Aware 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 85dB, 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 85dB.  In these cases, we recommend turning Aware Technology™ completely off until you’re done working in that environment.

Free shipping

All domestic orders $125+