Ace M10 / 130T Product Support

When using the set with PC, just turn on the headphones and plug the USB dongle into the USB port of your PC, and they will auto pair to each other.

After they're paired, please check your PC sound settings and make sure the headphones are chosen as the audio input and output device on your PC as well as in the meeting software: 

If you are using Windows system, please refer to the following pictures to check the Settings:

If you are using MacOS, please refer to the following pictures to check the Settings:

For meeting Apps like Skype or Zoom, please check within the app settings as well:

Important Tip: Please make sure that you closed all similar apps that might be using your microphone, like FaceTime.

Step 1: Refer to the following link and Enter Pairing Mode on the Avantree Ace 130.
How to get Ace 130 into Bluetooth Pairing Mode?

Step 2: Connect/Pair the Headphone to Bluetooth on Your Device.
On your device, locate the Bluetooth settings and make sure that Bluetooth is turned on. Find the headphone  “Avantree Ace 130” and select it to pair them up.

       

Once connected, the LED on the headphones will occasionally flash BLUE and the headphones will show as connected on your device. The voice prompt will say "Connected" to indicate connection.

The following accessories can be purchased on our website. If you miss one earbud accidentally, please contact support@avantree.com for support.

Charging case

Charging cable

Earbud tips

Earbud fins

DG10 dongle

                                   ① Multifunction Button                     ⑤ One LED Lights Up     

                                   ② Microphones                                 ⑥ Two LEDs Light Up

                                   ③ LEDIndicators                                ⑦ Three LEDs Light Up

                                   ④ Pairing Button                                ⑧ Four LEDs Light Up

For more Earbuds button information,please check Ace 130 Overview - Buttons & Indicators

Note: 

1. Button settings can be changed on app. Please search and download 'Avantree Center' in the app store on your device.

2. The button functions remain unchanged. If you use R earbud only, you can control volume up and next track via earbud only, vice versa for the L earbud.

3. R earbud acts as the default master earbud until you use the L earbud standalone with the R one powered off – the master earbud will change to L then. For subsequent use, the L earbud will enter pairing mode, i.e. the master one will enter pairing mode.

Plug in the DG10 dongle to your PC and open the charging case, the earbuds will connect to DG10 dongle automatically. The LED on the DG10 will turn solid BLUE, and you will hear the voice prompt from the earbuds say, “connected."

1.1. Charge the earbud

If you hear the voice prompt say "Battery low", you will need to charge your earbuds. Place the earbuds back onto the charging case and close the case.

It takes about 1 hours to fully charge the earbuds in the case.

When they are fully charged, each earbud can play up to 8 hours. 

When they have been charged for 10 mins, each earphone can play up to 1.25 hours.

1.2. Charge the case

When you see the LED on the leftmost flashes BLUE – the case is LOW on battery. Please charge the case with the USB Type-C cable we provided and any DC 5V, 0.5-2A power sources.

If you leave the earphones on the case while charging the case, they'll be charged too. The LED on the case will flash show according to the battery level.

4 LEDs will light on BLUE for about 10 seconds and then turn off when charging is complete. It takes about 1.5 hours to fully charge the case. 

A fully charged case can charge the earbuds about 4.5 times, providing up to an additional 36 hours of play time.

To INCREASE Volume: Double-click the main button on the R Earbud.

To DECREASE Volume: Double-click the main button on the L Earbud.

Reset if the earbuds cannot connect properly with your device.

1. Place the earbuds into the charging case and keep case lid open.

2. Press & hold   on the case for 10 seconds until the LED indicators on earbuds turn PINK for about 2 seconds.

3. Now the reset is done. Wait for the R earbud to start flashing BLUE & RED again.

Note: If the R earbud can't initiate flashing BLUE & RED, please close the case lip and open again to restart the earbuds.

4. Clear the pairing history of the source device - Cellphone, Tablet, PC, Bluetooth Transmitter. (Note:This is an important step! Factory Reset Oasis, Oasis Plus, Audikast, Orbit)

Please follow the steps in this Video Guide

Related knowledge:
1. Bluetooth device normally auto-reconnects to its LAST paired / connected device. You might need to make sure the previous used device are Bluetooth-off to avoid interference.
2. It is important to Reset both Bluetooth sender and receiver. In case of cellphone / PC, you can turn off its Bluetooth function and turn it back on.
3. If still not working, you can email us (support@avantree.com) . We will help you to fix it.

First, ensure that the Ace 130T earbuds are disconnected from the dongle. To do this, unplug the dongle from the computer.

Open the charging case and leave the earbuds in the case. Press & hold the multifunction button for 3 seconds to enter the Ace 130T into Pairing Mode. Select "Avantree Ace 130" on the phone's Bluetooth menu to connect.

Insert to your ears and adjust for best fit

1. Select the most comfortable and secure fit tips and fins. Please take note of L / R when picking the fins.

2. Apply tips and fins on the earbuds.

Note:

1. When attaching the earbud fins please take note to align the positioning-pin hole and mic cut-out correctly.

2. The charging case may not close if applied any non-original earbud tips. This will result in earbuds can't charge. Please order from avantree.com if you need more.

Earbud tips for Ace 130

If you want to use one earphone each time with a same device,

1. Make sure you have previously connected the earphones with your device as a TWS pair first
2. For subsequent use, just remove either earphone which you want to use from the case and it will auto-reconnect to your device.

If you want to use one earphone each time with two different devices,

1. Remove Left Bud ONLY, and Pair it with Device A
2. Put the Left Bud back to the charging case and close the case. Make sure Device A is Bluetooth-OFF! 
3. Remove Right Bud ONLY and Pair it with Device B 
4. Remember which bud paired with which device

Note: Use EACH individually with A / B. (Do NOT remove the two buds from the dock at the same time.)

Related Links: How to get Ace 130 into Bluetooth Pairing Mode?

Step 1: Download the Avantree Center APP
1.Download and install the  Avantree Center  APP on your phone. (right-click then select 'open in new tab')

• For iPhone, download "Avantree Center" from the App Store
• For Android phones, download "Avantree Center" from Google Play, or use the link above.

Make sure you are installing the Avantree Center app, not the Avantree Audio app.

Step 2: Open the Avantree Center app. Click on "Pair New Headphones", then select your product.

Step 3: Follow the instructions to connect your device to the phone. Once you're in the Bluetooth settings menu, select your device name from the device list to connect.

Step 4: Once connected, press your phone's back button to return to the app's main menu (pictured). If you don't see the main menu, force quit the app and then reopen it.

Press "Audio Features" to adjust the equalizer mode of your headphones. You can customize the sound to your liking with the line, or select one of the presets at the bottom.

Press "Button Settings" to adjust what the buttons on your device do. There are a variety of functions you can use.

Step 5: Exit the App and reconnect 

If you are using the headphones with your phone, you're good to go! If not, you will need to disconnect them from your phone. Go into your phone's Bluetooth settings and click on the device name to disconnect them from your phone. After that, connect the headphones to your PC, TV transmitter, or other device by following the pairing instructions for that device. The changes that you made in the app will follow to your new device. Now, you should be good to go!

Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.

If you want to use the Ace 130T to watch Movies, please activate "Video Mode (Reduced Latency)" function in the button setting page on the 'Avantree Center' app.

Once activated, please double click the Main Button to enter Video mode, whose latency will be better than traditional TWS.

When you no longer need the Video mode function, please double click the Main Button to exit, otherwise, you may experience a shorter working range.

If you want to use earbuds to watch TV, we recommend the HT4130 set

If you already purchased the Ace 130T, you can get the transmitter on it's own

Have you received feedback from others on the call about the sound quality of your microphone? To ensure that your headphones performs at its best, we have compiled some troubleshooting steps for you.

1. Properly insert the earbuds into your ears, as shown in the picture. Wearing them incorrectly can cause the microphone to not pick up your voice clearly.

2. Close all other similar apps on your device that may be using the microphone, such as FaceTime, Zoom, Teams, Discord, etc. Ensure that they are completely closed, and avoid using more than one audio or meeting app at the same time. This can cause the system to become confused and lower the microphone quality.

3. If you're using a USB dongle, ensure that it's plugged directly into the computer and not into an external device like a monitor. Unplug and plug the dongle back in, then restart your computer and headphones to get the microphone working.

4. If you're not using the USB dongle and are connected directly to your device's Bluetooth, go to your device's Bluetooth settings, disconnect the headphones from your device, and then reconnect them. Finally, power them off and on again to get the microphone working.

5. Make sure your Bluetooth headphones are not connected to multiple devices simultaneously, as this can cause audio cutouts. Please turn off Bluetooth on any other connected devices, such as your cellphone or PC.

6. If you're listening to music and chatting at the same time, the sound quality may be poor as the 130T does not support the FastStream codec. Please refer to this FAQ for more information - Bad Sound Quality During Chats

Additionally, the 130T's call quality is good in a quiet environment but not as good in noisy environments. Therefore, it's recommended for indoor use, such as office conference calls.

If the above steps do not resolve the issue, please contact our support team at support@avantree.com for further assistance.

Are you finding that your Ace 130 earbuds have low bass or a tinny sound? In order to fix this, you will need to use the Avantree Center App to adjust the equalizer settings of the Ace 130. You can pick an equalizer mode that increases the amount of bass on the earbuds. Once the appropriate equalizer mode is set, the changes will be saved, and will follow the earbuds to whichever device you connect it to.

Step 1: Download the Avantree Center APP
1.Download and install the  Avantree Center  APP on your phone. (right-click then select 'open in new tab')

• For iPhone, download "Avantree Center" from the App Store
• For Android phones, download "Avantree Center" from Google Play, or use the link above.

Step 2: Connect the Ace 130 earbuds to your phone

Open the app. Click "Pair New Headphones" and follow the instructions to connect your Ace 130 to the phone.

Step 3: Go into Audio Features to access the Equalizers

Step 4: Customize the Earbuds to your liking

Many of our customers find that the "Rock" EQ mode provides the best bass and the most robust sound. Choose the EQ mode that works for you.

Step 5: Exit the App and reconnect 

If you are using the Ace 130 with your phone, you're good to go! If not, you will need to disconnect the earbuds from your phone. Go into your phone's Bluetooth settings and click on Avantree Ace 130 to disconnect them from your phone. After that, connect the earbuds to your PC, TV transmitter, or other device by following the pairing instructions for that device. The changes that you made in the app will follow to your new device. Now, you should be good to go!

Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.

Please follow the instructions below to factory reset both the earbuds and dongle, then reconnect and lock the connection.

1. Factory reset the DG10 

2. Factory reset the earbuds.

• Place the earbuds into the charging case and keep case lid open.
• Press & hold the Bluetooth icon / PAIR on the case for 10 seconds until the LED indicators on earbuds turn PINK for about 2 seconds.

• Now the reset is done. Wait for the R earbud to start flashing BLUE & RED again.

3. After the reset, they should both in the pairing mode. Put them together and wait, they should be connected in a few seconds. Once connected, the LED on the dongle will turn solid blue.

In Windows 11, there is a USB Power Saving setting that is on by default. Turned it off, and the headset should be staying connected now.

First, please check if the earbuds are blocked by any debris, which is often caused by earwax. Use a suitable soft-bristled brush to gently clean any potential blockages. This is the most common reason for this issue with the earbuds.

Secondly, this may cause either by a disconnection between the Left and Right earbuds. Here's the fix:

Disconnection

First, check to see if the Left and Right earbuds are disconnected from each other. In this case, the R earbud is still connected to the device, and you can hear audio from R earbud. However, the L earbud is disconnected with the R earbud, so there's no audio from the L earbud.

We can tell if they're disconnected by looking at the LED indicators. Here's what the LEDs will look like:

R earbud - no light (When connected to your device, the LED will turn off)
L earbud - flashing blue rapidlly.

If you've confirmed that the Left and Right earbuds are disconnected from each other, here's what to do next:

Please restart the earbuds to recover their connection with your phone or other device you want to use with.

Step 1. Put both earbuds back into the charging case and close the case cover.

Step 2. Open the case and the earbuds will try to recover their connection between each other.

Step 3. They may reconnect with your device automatically. If not, please follow the 'Use with a Mobile Device' to pair them with your device again.

Note: Before you pair again, please delete or forget Avantree Ace 130 on the Bluetooth list of the device.

Step 4. If step 3 failed, please try to reset/clear the pairing history of the Avantree Ace 130 earbuds by following this link - How to factory reset / clear pairing history of Ace 130? 

If this didn't fix your problem, kindly contact support@avantree.com for further help.

If you are still having difficulty pairing the Avantree Headphone/Speaker/Receiver to your devices, please refer to the methods below to troubleshoot.

Check Point: Did you Get the Headphone/Speaker/Receiver into Pairing Mode?

Powering on does NOT mean pairing mode. Pairing Mode for Avantree = The LED indicator on the Headphone/Speaker/Receiver flashing RED & BLUE. If it's not doing that, it's not in pairing mode, you won't find it on your device.

Other than the indicator, if you're using a Headphone/Speaker that has voice prompt (i.e. it says "welcome to Avantree" when you power it on,) it'll say "Pairing" when it's in pairing mode.

If it's flashing RED & BLUE yet you can't connect it, please refer to the steps below.

Step 1: Reboot it and try again.

Yes, the good o' soft reset often resolves the issue. Please give it a go. Please also try rebooting your Phone/Computer.
If you still can't get them to connect, please proceed to step 2.

Step 2: Try it Somewhere Else.

Bluetooth connection can often be interfered with by other wireless connections such as WiFi Router, TV streaming device, or even another Bluetooth device. Please either move them away or try to do the pairing somewhere else.

If you are still unable to pair, continue to Step 3.

Step 3: Factory Reset.

Factory reset the Avantree Headphones/Speaker/Receiver may help. If you're not sure how to do the reset, please follow the below steps to find the instructions:

1.Go to Avantree.com

2.Enter "Product Name/Model Number+reset" and search. Click "Support " and you will find the guide of how to factory reset your device.

After resetting, the device should automatically reenter pairing mode.

If you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Before you start, please run a diagnostic test with your cellphone first. If the microphone works with your cellphone, but not with your computer, it might be a driver or setting issue. Please check the following to figure it out further:

Step 1: Check your computer sound settings.

Visit your Sound Settings tab and make sure the Avantree headphone is chosen as the input and output device:

Step 2: Check the meeting Software Sound/ Audio Settings.

If you're using a meeting software such as Skype or Zoom, please check the Audio & Video Settings within the software and make sure the Microphone input device and the Speaker out device are set to the Avantree headphones:

Important Tip: Please make sure that you close all other similar apps that might be using your microphone, like FaceTime. 

If problem still can not be solved, please feel free to contact our support team at support@avantree.com.

If you find that the earbuds are not secure and comfortable enough, but none of the ear tips fit you, you may go to the below link to purchase a pair of extra small ear tips. 

https://avantree.com/extra-small-xs-size-ear-tips 

Bluetooth headphones / earbuds can be used with Bluetooth-enabled smart TV directly. If your TV does not have built-in Bluetooth, then you will need a Bluetooth audio transmitter to use with your Bluetooth Headphones for TV. Or you can simply get a Bluetooth headphone TV set instead.

Note:
1. TV Bluetooth does not support aptX Low Latency and you might detect slight audio delay via Bluetooth.
2. TV Bluetooth does not normally offer a great operating range. Good quality Bluetooth audio transmitter will support longer operating range.
3. TV Bluetooth normally mute the TV speaker as well as all other TV audio outputs. So for users perfer TV speaker OR soundbar working at the same time, please use external Bluetooth transmitter instead of TV Bluetooth. 

If no above concerns, use your Bluetooth headphones with TV Bluetooth is the easiest solution for you. 

For First Time Use
1) Enter your Avantree Headphones into Bluetooth Pairing / Discoverable Mode.

2) Go to TV Bluetooth Settings and select Avantree Headphones to Connect.

Samsung Smart TV

Use your TV remote control to pair with the Bluetooth headphone. Different TV models are slightly different:

·       2019, 2018 and 2017 Smart Samsung TVs (R, N, and M models): Home > Settings > Sound > Sound Output > Bluetooth Speaker List

·       2016 Smart Samsung TVs (K models): Home > Settings > Sound > Expert Settings > Wireless Speaker Manager > Bluetooth Audio Devices

·       2015 Smart Samsung TVs (J models) - Samsung SoundConnect devices: MENU > Sound > Additional Settings > TV SoundConnect

·       2015 Smart Samsung TVs (J models) - Other Bluetooth audio devices: MENU > Sound > Additional Settings > Bluetooth Audio

·       2014 Smart Samsung TVs (H models) - Samsung SoundConnect devices: MENU > Sound > Speaker Settings > TV SoundConnect

·       2014 Smart Samsung TVs (H models) - Other Bluetooth audio devices: MENU > Sound > Speaker Settings > TV Sound Output > Bluetooth Headphone

LG TV

Use your TV remote control to >

·       Select the Settings icon

·       Select Advanced Settings

·       From the Sound menu select Sound Out

·       Select Bluetooth from the list

·       Select the Avantree Headphone from the Bluetooth Device list to connect

Sony Smart TV
Use your TV remote control to >

·       Press the HOME button on the remote control,

·       Select Settings → Remote and Accessories → Bluetooth setting → Add device

·       Select Avantree Headphones → press ENTER button.

Vizio Smart TV

Use your TV remote control to >

·       Go to TV main menu →Bluetooth option → Pair device

·       Select "Start searching for devices"

·       Select Avantree Headphones → press ENTER button.

·       You will then need to turn the Bluetooth audio on. Please take the following steps to do so:

o   Go back to the Main Menu and select TV settings

o   Then select Audio

o   Turn on Bluetooth Audio

Your headset should now be getting audio.

Please check manufacture website for other brands. 

For Subsequent Use

·       Turn On the headphones (Note: If your Bluetooth headphones do not support dual link, please turn Bluetooth OFF on the previously connected Bluetooth devices, e.g. cellphone, PC, to avoid interferences.)

·       Use TV Remote control to go to its Bluetooth settings

·       Re-connect to the headphone. (NO need to pair again)

Bluetooth and Wi-Fi devices use the same radio frequencies to communicate, so, they often interfere with one another and are prone to interference from other devices operating on the same frequencies.

Please try this simple fix:

1. Switch off the internet.

2. Turn on the Avantree transmitter and headphones and leave for 15 mins.

3. Turn on wifi router which will detect frequency used by Avantree and automatically select a different frequency.

If it does not work, there are other things you can do if you are experiencing interference on your Bluetooth or WiFi devices. These include:

1. Moving your WiFi base station to an area in the house where there is less structural interference. There are now apps available online that will scan your wireless space for you, tell you the best place to set up your base station, and even suggest the best frequency to operate on.

2. Resetting your transmitter. When you do this, it will automatically look for and default to the channel with the least amount of traffic and interference.

3. Reducing the number of wireless devices operating on the network. In an office, this could be done by relocating some employees to a separate WiFi network within the building, while at home it could be achieved by regulating family WiFi usage or plugging some devices directly into the router via cables.

Your pacemaker is designed to work properly around most appliances and tools. However, electromagnetic interference (EMI) from headphones and earbuds may affect how your pacemaker works. These effects are usually temporary. Still, we recommend following these guidelines to stay safe.

Anything that transmits Bluetooth or with a magnet inside cannot be used closer than 6'' (15 cm) to a pacemaker. All of our Headphones, Speakers, and Earbuds, as well as all of our Bluetooth products fall under this category, and must not be placed very close to your pacemaker. Normal usage of our headphones and earbuds - wearing them in or over your ears - is completely safe.

The Takeaway: It’s safe to use headphones and earbuds with your pacemaker, but you should not drape them around your neck or store them in a breast or other shirt pocket - as that would put them too close to your pacemaker. Normal usage should bear no problems.

Are you listening to music and chatting at the same time? Are you playing games with your friends and talking on Discord at the same time? If you're using the headphones in this way, the sound quality will be bad because your headphones do not support the FastStream codec.

FastStream is a type of Bluetooth codec. When you connect a headphone/headset that supports FastStream to an adapter that also supports FastStream, you'll be able to get 16-bit Stereo Quality voice chats - much better than the Mono quality you've been getting through your own headphones. Not only that, but you won't experience a drop in sound quality when gaming and chatting at the same time.

* Important Note*

To take advantage of the better performance of the FastStream codec, the other Bluetooth device must support the same codec. If the other device only supports aptX or SBC, these codecs will be used instead of FastStream.

Some of our products like the 90P-ENC, 90B, 130T and 1060 do not support this, as either the headphones or the dongle do not support FastStream. So we recommend the AS90+DG80 to customers who want to listen to music or play games while chatting at the same time. This set of products is perfect for in-game chatting and VOIP calls on PC.

FastStream Headphones we recommend: AS90, AH6B, Aria Pro, NB16.

FastStream Dongles we recommend: DG80, Leaf (DG50), DG60, and C81.

If you're using the Avantree C81 on PS4/PS5, you could use the included 3.5mm mic to get stereo sound quality while talking - How to use the 3.5mm microphone？

Bluetooth and Wi-Fi devices use the same radio frequencies to communicate, so, they often interfere with one another and are prone to interference from other devices operating on the same frequencies.

Please try this simple fix:

1. Switch off the internet.

2. Turn on the Avantree transmitter and headphones and leave for 15 mins.

3. Turn on wifi router which will detect frequency used by Avantree and automatically select a different frequency.

If it does not work, there are other things you can do if you are experiencing interference on your Bluetooth or WiFi devices. These include:

1. Moving your WiFi base station to an area in the house where there is less structural interference. There are now apps available online that will scan your wireless space for you, tell you the best place to set up your base station, and even suggest the best frequency to operate on.

2. Resetting your transmitter. When you do this, it will automatically look for and default to the channel with the least amount of traffic and interference.

3. Reducing the number of wireless devices operating on the network. In an office, this could be done by relocating some employees to a separate WiFi network within the building, while at home it could be achieved by regulating family WiFi usage or plugging some devices directly into the router via cables.

If you have the problem of being redirected to the wrong store and unable to place an order when you visit avantree.com, the first thing you can try is to switch to another web browser. If that does not work, here are two methods for you to solve the issue.

Method 1. Visit our site in an Incognito window of your browser. We will take Google Chrome as an example to show you how to open an Incognito window.

Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu, then choose the "New Incognito Window" option.

Step2. Type the Avantree website address into the Incognito window to visit our site. Now you should be able to see our store!

Method 2: Clear your browser's cookies. We will use Google Chrome as an example to show you how to find and clear browsing data (cookies). Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu. Choose "History", and another menu will appear to the side. Then click "History" on the left.

Step2. Click "Clear browsing data" on the left menu, then select the time range, and make sure all the boxes are checked. Lastly, click "Clear data" to submit. Now you should be able to see our store!

If you still have problems, please feel free to contact us via support@avantree.com.

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

Avantree Products RMA (Return Merchandise Authorization) Procedure

1.     60-Days-Return-Refund

Item purchased from Avantree.com can be returned to the closest Avantree RMA center for full refund within 30 days of purchase with no question asked.

Customer will be responsible for return shipment cost unless item is returned due to defective issues.

Avantree RMA centers are located at:

-        USA - San Jose & Los Angeles

-        Canada – Vancouver

-        EU - London, UK

-        Australia – Roxburgh Park

-        Asia – Cebu, Philippines

-        Asia – Hong Kong, China

-        Asia – Shenzhen, China

2.     Defective RMA

Within the Warranty Period (24 Months), if the customer encounters any issue, we recommend following the steps below:

Step 1:  DIY Support – Visit support.avantree.com, we have a complete troubleshooting guide that should solve at least 90% of the issues.

Step 2: Agent Support – Contact Avantree Customer Service Agents by email (support@avantree.com), phone, or chat for troubleshooting & issue diagnosis.

Step 3: Replacement

3.1. Confirmed Defective Unit

-        Avantree provides RMA (CD) number to customer

-        Customer returns the product to Avantree

o   Purchased within 6 months – Avantree will cover the return label cost.

o   Purchased over 6 months ago – Customer will cover the return label cost.

-        Avantree arranges the Replacement

o   Will be arranged as soon as the return shipment has been shipped.

o   Customer can expect to receive the replacement unit within 5-7 working days.

3.2. Back-for-Investigation Unit

-        Avantree provides RMA (BI) number to customer

-        Customer returns the product to Avantree. Customer will cover the return label cost.

-        Avantree arranges the follow up

o   Confirmed Defective Units – Please Refer to Section 3.1.

o   No claimed issue found – Avantree will arrange the Original Unit or the Replacement Unit to be shipped back to the customer. Avantree will cover the cost of shipping if the shipment is domestic.

Note:

1. The RMA return unit will be equivalent to or better than the condition of the defective unit
2. The RMA return unit's warranty terms will only be activated once the defective unit is received. For those who do not return their defective items within 30 days, their product warranty will be terminated.
3. Replacement Unit Warranty Terms:
   • If the remaining Warranty of the Defective Unit is less than 3 months – The Replacement Unit will receive 3 months warranty beginning on the date of reception.
   • If the remaining Warranty of the Defective Unit is more than 3 months – The remaining Warranty Period will be automatically transferred onto the Replacement Unit.

Return Policy:

Every Avantree product purchased from our website comes with an up to 60 days free trial.

Within 60 days of buying, if you have an issue with or simply don't like the product, you can ship it back to us and we'll fully refund you for the price that you bought it. If you have a product malfunction, we can replace the product for you if that's preferable, and we'll cover the return shipping costs.

Warranty Policy:

Avantree warrants its products for a period of 24 months from any defects in manufacturing, materials, or workmanship from the date of purchase from either an Avantree Direct store or an Avantree authorized reseller and used in normal conditions.

However, this warranty does NOT cover:

· Damage from misuse or abuse,

· Damage from lack of reasonable care,

· Damage from force majeure,

· Damage from natural forces/disasters,

· Damage from inadequate repairs performed by unauthorized service centers,

· Water damage on non-water-resistant products,

· Theft or losing the item.

If you encounter issues during the warranty time, pls follow Avantree RMA Procedure. 

To make sure our customers have the best user experience, we choose to send the replacment first before you send back the faulty unit. Once the replacement is received and confirmed to be working, we will then send you the return label for the faulty unit for our quality control purposes. We expect you to cooperate and send the faulty unit back within 30 days. If not, then the warranty of your replacement unit will be voided.

Batch No. or Lot No. is a 4-5 Digit/Alphabet combination (e.g. T22F1, 22B1, or T22J1) printed somewhere on the product. The "somewhere" is usually as follows:

1. on the bottom of the product;

2. on the inside of the Headband, just above the Earcups;

3. on the in-line controls or on a Tag near the 3.5mm AUX Plug;

4. on metal head of the adapter;

Above are some examples that'll give you an idea of what the Batch/Lot Number looks like and where to find them. The print for Batch No. or Lot No. is usually quite small; please consider using a magnifying glass if it's hard to read.

Items with the "ADD TO CART" button are for purchase in your area. Those without the Add to Cart button means not available in your area, normally because it is out of stock. Besides, the estimated delivery time is not applied for pre-order and backorder items.

Here is a table of the recommended store info for customers from each country. We also include information about - where the goods will be shipped from as well as the estimated delivery time.

Remarks:

1. Warranty is 24M for orders from avantree.com
2. Items purchased from other authorized distributor channels will be entitled to 12m warranty, and extendable to 24m upon warranty registration within 30 days from date of purchase
3. Not all stores/sellers from the links above are authorized resellers.

As you may know, earbuds get dirty pretty easily... Earwax, dust, water etc. can all do damage to them. Uncleaned earbuds may lead to...

• Music sounding muddy or muffled
• Different volume on the two earbuds
• Abnormaly low volume / tinny sound after using for a period of time

Daily maintaince can effectively eliminate such problems.

• Before wearing the earbuds, make sure to clean the inner side of the ear.
• Always wear and use earbuds in dry condition.
• After using the earbuds, wipe the inside of the earbud tip with a soft and dry towel to remove dust, earwax, or oil from your skin.

If you're already experiencing different volume levels between the two earbuds, please try to follow the following steps to clean them out:

(These apply to all Avantree earbuds, but the following uses the NB18 as an example.)

1. Materials you'll need: a cotton swab and dried brush (if you can't find the black cleaning brush, a toothbrush can work instead.)

2. Take off the earbud tips from the earbuds smoothly. Do not detach the earbud tip from the earbud excessively as it may tear.

3. Use a cotton swab and dried brush to remove any debris and foreign materials.

4. If foreign substance is still present, try brushing the earbuds again to dislodge the remainder.

5. After you finish cleaning, please assemble the earbud tip back to the earbud properly. Cover the latch at the bottom of the earbud with the earbud tip like below.

Please note: Do not use liquid like alcohol or soapy water for cleaning earbuds as some of our earbuds are not alcohol-proof or soapy-waterproof.

If the problem still exists after cleaning the earbuds, please contact support@avantree.com for help.

If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.