Frequently Asked Questions
Expert support for your professional audio gear.
How do I take ear impressions for my custom IEMs?
You will need to visit a licensed audiologist to have physical silicone impressions made or find a provider with a 3D digital ear scanner. Once completed, you can ship the physical molds to our lab or upload the digital files during checkout.
What is the typical turnaround time for custom monitors?
Standard production typically takes 10 to 15 business days from the date we receive your ear impressions. We also offer an expedited 'Rush Service' for an additional fee if you have an upcoming tour or session.
Do you offer international shipping?
Yes, we ship our professional audio products globally. Shipping costs and delivery timelines vary by country, and customers are responsible for any local customs duties or import taxes.
What is the warranty policy on Ultimate Ears Pro products?
All custom in-ear monitors come with a 1-year limited hardware warranty covering manufacturing defects. We also provide a 30-day fit guarantee to ensure your custom monitors are comfortable and provide a perfect seal.
Can I use my IEMs with a standard smartphone or laptop?
Yes, our monitors are designed with low impedance to work efficiently with mobile devices and laptops, though using a dedicated headphone amplifier or wireless bodypack will provide the best sonic performance.
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, and American Express, as well as PayPal and specialized financing options for professional musicians.