HF049 Product Support

Top Questions

All Questions

• Basic & Advanced Functions
  • How to adjust HF049 volume?

    From Batch No.:22D1(including 22D1)

    Adjust the volume of the HF049 via the in-line volume control.

    

    For Batch No.: Before 22D1 :

    There is no volume control button with the HF049.

    You can control the volume by the TV remote or the device you connected directly.

    If you want to control the volume via HF049, Please contact us for a free extension Cord with Volume control.

    

    How to check the Batch Number

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• User FAQs
  • What cleaning products can I use to clean the headphones?

    These are the cleaning products we recommend for use on our headphones.

    Disinfecting Wipes
    https://www.amazon.com/dp/B08BKR9YT6

    
    If you are using over-ear headphones, you can also get washable headphone covers for easy cleaning.
    https://www.amazon.com/dp/B07BP4PCVY

    

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• General Information
  • What Kind of Customer Support does Avantree Offer?

    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

     

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  • What's Avantree RMA Procedure / 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.

     

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  • What's Avantree's General Return & Warranty Policy?

    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.

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  • Where to find Batch Number/LOT Number?

    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.

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  • Where to buy and where will you ship it from?

    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.

    USA Online Store： avantree.com;   amazon.com;walmart.com;www.newegg.com Warehouse: USA Avantree Warehouse OR Amazon Warehouse Estimate Delivery Time:  2-5 Business Days Free Shipping Rule: free shipping ≥ $14.99 Shipping Fees: $5 for order <$14.99	Canada Online Store：avantree.com/ca; amazon.ca; www.walmart.ca Warehouse: Amazon CA Warehouse Estimate Delivery Time: 3-7 Business Days Offline Stores：Canada Computers Free Shipping Rule: free shipping ≥ CA$29.99 Shipping Fees: CA$5 for order < CA$29.99	UK Online Store：avantree.com/uk;www.amazon.co.uk Warehouse: Amazon UK warehouse Estimate Delivery Time: 3-7 Business Days Free Shipping Rule: free shipping ≥ £29.99 Shipping Fees: £5 for order < £29.99
    Germany Online Store：avantree.com/eu；amazon.de Warehouse: Amazon EU warehouse Estimate Delivery Time: 3-7 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	France Online Store：avantree.com/eu; www.amazon.fr Warehouse: Amazon EU warehouse Estimate Delivery Time: 3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Italy Online Store：avantree.com/eu;www.amazon.it Warehouse: Amazon EU warehouse Estimate Delivery Time: 3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99
    Spain Online Store：avantree.com/eu; www.amazon.es Warehouse: Amazon EU warehouse Estimate Delivery Time: ：3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Bulgaria Online Store： avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it; Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Cyprus Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it; Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99
    Poland Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Some Countries of Europe (including Austria, Belgium, Czech Republic, Denmark, Estonia, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Portugal, Slovakia, Slovenia) Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Romania Online Store：avantree.com/eu;amazon.de;www.amazon.es; www.amazon.fr;www.amazon.it;www.emag.ro Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99
    Finland Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it; www.emag.ro Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Sweden Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it Warehouse: Amazon EU warehouse Estimate Delivery Time:  3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Norway Online Store： avantree.com/me Warehouse: China warehouse Estimate Delivery Time:  10-30 Business Day Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees: €5 for order <$29.99
    Netherlands Online Store：avantree.com/eu; amazon.nl; www.bol.com; www.prifri.be; Warehouse: Amazon EU warehouse Estimate Delivery Time: 3-10 Business Days Free Shipping Rule: free shipping ≥ €29.99 Shipping Fees: €5 for order <€29.99	Australia Online Store：avantree.com/au; www.amazon.com.au;www.ebay.com.au; www.radioparts.com.au;Gadgets4Geeks.com.au Warehouse: Amazon AU warehouse Estimate Delivery Time: 3-7 Business Days Free Shipping Rule: free shipping ≥ A$29.99 Shipping Fees: A$5 for order <  A$29.99	New Zealand Online Store：avantree.com/me Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees: $5 for order <$29.99
    Singapore Online Store: avantree.com/me; www.lazada.com.sg; amazon.sg Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees:  $5 for order <$29.99	UAE Online Store：avantree.com/me Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees:  $5 for order <$29.99	Israel Online Store：avantree.com/me;www.netbitct.co.il; Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees:  $5 for order <$29.99
    Japan Online Store：avantree.com/me; www.amazon.co.jp; shopping.yahoo.co.jp Warehouse: China warehouse Estimate Delivery Time: :10-30 Business Days Free Shipping Rule: free shipping ≥ $29.9 Shipping Fees:  $5 for order < $29.9	South Korea Online Store：avantree.com/me;www.gmarket.co.kr Warehouse: China warehouse Estimate Delivery Time:10-30 Business Days Free Shipping Rule: free shipping ≥ $29.9 Shipping Fees: $5 for order < $29.9	Thailand Online Store：avantree.com/me; Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Free Shipping Rule: free shipping ≥ $29.9 Shipping Fees: $5 for order < $29.9
    Malaysia Online Store：avantree.com/me; www.shopee.com.my Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Offline Stores: POWER CELLULAR ACC. SUPPLY Malaysia Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees: $5 for order <$29.99	Russia Online Store：avantree.com/me; www.avantronics.ru ; https://smartiq.ru Warehouse: China warehouse Estimate Delivery Time:10-30 Business Days Free Shipping Rule: free shipping ≥ $29.9 Shipping Fees: $5 for order < $29.9	Switzerland Online Store：avantree.com/me; www.matsmobile.ch; www.aliexpress.com Warehouse: China warehouse Estimate Delivery Time: 10-30 Business Days Offline Stores: CarCom www.carcom.ch Free Shipping Rule: free shipping ≥ $29.99 Shipping Fees:  $5 for order <$29.99
    Hong Kong SAR China Online Store：avantree.com/hk; Warehouse: China warehouse Estimate Delivery Time: 3-7 Business Days Free Shipping Rule: free shipping ≥ HKD$99 Shipping Fees:  HKD$20 for order < HKD$99	South Africa Online Store：avantree.com/za; www.takealot.com; www.monthlymadness.co.za Warehouse: South Africa warehouse Estimate Delivery Time: 3-7 Business Days Free Shipping Rule: free shipping ≥ R$499 Shipping Fees:  R$90 for order <R$499
    Mexico Online Store：amazon.com.mx; www.mercadolibre.com.mx Warehouse: US Amazon warehouse Estimate Delivery Time: 3-10 Business Days	Taiwan Online Store：avantree.com.tw; tw.buy.yahoo.com; www.eclife.com.tw; Warehouse: Taiwan warehouse Estimate Delivery Time:3-7 Business Days Offline Stores: 1. yardiX shuwei shangpinguan No.400 Huanbei Road, Zhongli, Taoyuan, Taipei; 2. Fayake Taipei Nanxi Store The 9th Floor, No 12 Nanjing west road, Taipei; 3. Avantree QIqu guan (Chuqu guan) No 400 Huanbei Road,Zhongli, Taoyuan Taipei Free Shipping Rule: free shipping ≥ NT$149 Shipping Fees:  NT$80 for order <NT$149
    Others (Not Listed) Online Store：www.aliexpress.com; Warehouse: China warehouse Estimate Delivery Time: 15-25 Business Days

     

     

    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.

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  • How to Properly Clean the Earbuds

    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.

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  • Other Order Related Questions

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

    • Can I change the delivery address?

      Sorry, you can not change the delivery address once you place the order. If you would like to ship to another address, you could choose to cancel the current order and place a new order instead.

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    • Can not place an order with a credit card?

      The billing address you filled in might not match the actual credit card billing address, please check if you fill in the correct address.

      If it shows “Error Code: 2046 declined”, which means the bank does not support debiting, and you need to contact the bank. You could try with another card or pay by PayPal.

      Credit card payment does not support AMEX. Maybe you can change another credit card (Visa or Master)or pay with Paypal.

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    • How long will the tracking number be available after shipping?

      The tracking number for the orders will be notified by email within 1-3 working days after delivery. (Note: For some orders from the US, EU, UK, CA, AU, we are not able to provide a tracking number due to FBA shipment. It usually will take 3-5 business days to deliver to you after you receive the shipment notification.)

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    • How to get invoice?

      1, If you purchase the Avantree product on Amazon (Except for Australia www.amazon.com.au):

      Step 1: Log in to your Amazon account and click the “Return & Orders” button (see below).

      

      

      Step 2: Find the “Invoice” button next to the “view order detail” to download the invoice.

      Note: If you purchased through Amazon AU on www.amazon.com.au, please contact support@avantree.com for the invoice.

       

      2, If you purchased Avantree product from Avantree.com:

      Please check the email “Invoice for your Avantree.com order” from Avantree; Avantree sends the invoice automatically when a customer places the order.

      

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  • Product/Warranty Registration Questions
    Has question about product registration? Please Check below.

    • Examples For the Purchase Proof

      Product Registration Link: https://avantree.com/product-registration

      For warranty registration, if you purchased from avantree.com OR AvantreeDirect Store on Amazon / Walmart etc, you only need to provide the order number.

      If you purchaesd from other stores, you will be asked to provide Proof of Purchase. You can simply provide the screeshoot or photo image of the order. Please make sure that the image contains the Store/Seller Name, Order No., and Purchase Date.

      Please use the examples below (Amazon, Walmart, Lazada, Aliexpress, Newegg, Offline Outlet, Other Online Outlet) as reference:

      1, Amazon

      

       

      2,Walmart

      

       

      3, Lazada

      

       

      4, Aliexpress

      

       

      5, Newegg

      

       

      6, Offline Outlet

      

       

      7,Other Online Outlet

      

       

       

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    • How to find order numbers for your Amazon or Walmart orders?

      Product Registration Link: https://avantree.com/product-registration

      If you’re not sure the order number for your Amazon/Walmart Order, you can follow this guide to find it out.

      Amazon order

      Method 1:

         1. Login into Amazon and click the right-top-corner button “Account&List button”.

         2. Find and click the button “orders” under “Your Account”.

      

         3. You can see all orders you placed on Amazon. Locate to the order in which you purchase Avantree products and find the order number at the right top corner of that order.

      

       

      Method 2:

         You can find the order number in the order confirmation email from Amazon after placing the order.

      

       

      Walmart Order

      Method 1:

         1. Login into Walmart and click the button “Account” at the right-top corner.

      

         2. Find and click the “Track Order”

      

         3. You can check the order you placed in the purchase history. Locate to the order in which you purchase Avantree products and find the “order number” on the bar under the purchased date.

      

      Method 2：

         You can find the order number in the order confirmation email from Walmart after placing the order.

      

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    • How To Register for Warranty If the Product Received As A Gift?

      Product Registration Link:https://avantree.com/product-registration

      If the Avantree product came as a gift, please ask the gift-giver to provide the proof of purchase for warranty registration.

      For items purchased from AvantreeDirect store, all we need is the order number, e.g. the 17 digit Amazon order number so we can validate the purchase. The order number can be easily found in the buyer's order history page.

      For items not purchased from AvantreeDirect stores, please include the screenshot of the purchase record.  

      1, Amazon

      

       

      2,Walmart

      

       

      3, Lazada

      

       

      4, Aliexpress

      

      5, Newegg

      

       

      6, Offline Outlet

      

       

      7,Other Online Outlet

      

       

       

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  • Why am I always being redirected to the wrong store

    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.

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