Aria Pro 2 Product Support

Use with a PC / Mac / PS4

1. Plug the USB dongle into your PC/Mac/PS4.

2. Turn ON the headphones.

3. Keep devices close and wait for 2-5 seconds as they automatically connect.

Once connected, the USB dongle LED will turn solid BLUE and the headphones’ LED will turn solid BLUE.

Once you connected the headphones with the dongle, please check/verify the Sound Settings on your PC/Mac/PS4 to get sound. Go into the sound settings on your device and select "Avantree device" as the Output and Input default device (Playback/Recording).

Now they're ready for use.

To use the Aria Pro 2 headphones with another audio device, please follow the steps below:

Step 1: Set the headphones into pairing mode by sliding and holding the power button to the "PAIR" position; release when you hear "Pairing" and see the LED flashing RED & BLUE.

Step 2: Make sure the device's Bluetooth is on and find "Avantree Aria Pro 2" in your Bluetooth device list, click it to pair, and you should hear "Connected".

1. Aria 90P wireless headphone x1

2. DG10 USB Dongle x1

3. Detachable Boom Microphone x1

4. Charging Cable x1 (1M / 3FT)

5. AUX Audio Cable x1 (1.2M / 4FT)

6. Warranty Card x1

❶Power Switch                                         ❻Audio Port      

❷Charging Port                                         ❼Boom Mic Mute Switch

❸Phone Button                                         ❽Volume Up / Next Song

❹Side-tone Button                                    ❾Volume Down / Previous Song

❺ANC Button                                            ❿Play/Pause Button

Headphones Function Table:

Dongle Function Table:

LED Indicator Table:

To charge the Aria Pro 2, use the charging cable. Insert the provided USB / Typce C cable into your TV, laptop, or any 5V/500mA-2A rated plug.

- Battery Capacity: 650 mAh

- Low Battery: Voice prompt warning "Low Battery" when 30% of the power is left, RED LED light flashes once every 10s.

- Suggested power source specification: 5V/500mA-2A

- Full Charge Time: 2H

- Play Time After Fully Charged: Up to 24H (ANC Off); 15H (ANC On)

- Standby time: Around 35 days (ANC Off)

- Indicators

- Charging: LED on the headphone turns RED

- Fully Charged LED on headphone turns OFF

- Power On / Off

- Power On: Slide the power switch to the middle position

- Power Off: Slide the power switch to OFF 

- Power Off Automatically: 10 minutes after disconnected with audio source

Part 1: Pair the headphone with a sound source device:
Step 1: Make sure that the headphones are powered on, slide the power switch to the middle position as shown in the following:
                                 
Step2: Slide the power switch to the Bluetooth icon side and HOLD it there for 2 seconds until the LED indicator alternates between flashing RED&BLUE, you will also hear the voice prompt saying "Pairing" if you have it on.
                    

Step3: In the Bluetooth settings menu on your device, locate "Avantree XXX(model name)", click "Pair" to connect the headphones. Once connected, you'll hear "connected" in the headphones.

Part 2: Reconnect to the Last Paired Device:
The headphone usually reconnects to the last paired device once powered on, to manually reconnect, you just need to push the power switch to the Bluetooth icon side once, and do not need to hold it there, it will reconnect to the last paired device.

Part 3: Pair the Headphone to Another Device:
Please set the headphone into pairing mode again and pair with another device, you can simply refer to the procedures in Part 1 above. 

Check the boom mic. 

RED dot = muted / No RED dot = unmuted.

You could only mute the headphones in this way, there is no other mute buttons on the headphones.

Single Sided Deafness Solution

The default "Stereo Mode" sends the (L) audio signal to the Left ear and (R) audio signal to the Right ear. For those with single sided hearing impairment, turn on "Mono Mode" which sends the (L)+(R) combined audio signals to both the Left and Right ear ensuring full audio no matter which ear is hard of hearing.

While the headphones are in use (i.e. playing music), press & hold both “+” and “play/pause” buttons simultaneously until you hear a voice prompt “Mono Mode” / “Stereo Mode”.

Please refer to the link below.

Conducting a factory reset on the headphones will clear all past pairing data and restore the default settings for the product. You may want to reset your headphones if you have trouble pairing them with your devices.

Step 1: Turn on the Headphones.
Locate the power switch and push it to the middle. The LED will turn BLUE.
                

Step 2: Reset the Headphones.
Press and hold the volume + and - buttons simultaneously for about 5 seconds until the LED turns PINK, indicating that the headphones have reset. The headphones should then go into pairing mode and the LED will alternate between flashing RED & BLUE. The voice prompt will also say "Pairing". You are now free to pair the headphones with any device! 
          

NOTE: the factory reset will NOT work if the headphones are in use. Please make sure to hang up any calls and pause any music before attempting to factory reset, and start the process with the headphones powered off.

If your headphone is not responding, you've tried plugging the charging cable directly to the headphone to charge it for 2 minutes to no avail, and this resetting guide can not solve it, either, please fill in the following RMA verification Form for replacement:
https://avantree.com/rma-verification/headphone-solid-light-not-responding-form

If only one side of your headphone works, and this guide can not solve it, please fill in the following RMA verification Form for replacement:
https://avantree.com/rma-verification/headphone-one-side-sound-form


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.

Aria Pro 2 headphones can connect to your Phone AND the Adapter at the same time. In a long meeting but worried that you might miss a food delivery call? Not to worry, the "Multi-Point Connection" feature will auto-switch onto your mobile device when a call comes in, so you'll never miss anyting. Just follow these 2 steps, and you will be able to connect your headphones to your Smartphone/Tablet.

Step 1: Plug in the adapter to the USB port and slide the poweron the headphones to "ON". Then wait for 2-5 seconds, both the LEDs on the adapter and the headphones will stay BLUE.

Step 2: Enter the headphone into its pairing mode - slide to "PAIR" and hold for 3s until the LED blinks RED & BLUE alternately.

Step 3: Turn on the Bluetooth function of your smartphone/tablet. Search and select the "Avantree AS90P-ENC" to connect.

First, make sure that the headphones are on. To activate the Active Noise Cancelling (ANC), slide the ANC switch toward "ANC". The LED on the switch will light up GREEN to indicate that ANC is on. 
When not in use, please remember to turn the ANC function off to prevent battery drainage.
We do not recommend activating ANC when using the headphones with a wire (not Bluetooth).

                    
How it Works:
Our Active Noise Canceling (ANC) headphones "cancel out" background noise by emitting its own sound wave that counters and reduces the volume of unwanted sounds.

Note:
ANC works best for reducing consistent low frequency background noise. It is ineffective at reducing inconsistent or sudden bursts of sound (shouting, car horns, etc.) In quiet environments, you may be able to hear some noise because the ANC microphone may be unable to detect defined background noises.

Turn on the headset first:
Activate Voice Prompt: Press & Hold the "+" and the "sidetone" buttons down together, you will hear “Voice prompt on”

                     

Deactivate Activate Voice Prompt :  Press & Hold the "-“ and the "sidetone" buttons together, you will hear “Voice prompt off”

Please follow the guidance below to install or replace with a new earpad:

To uninstall the earpad, you can directly pull the earpads out from the surrounding plastic housing.
There are a few plastic clips on the inside perimeter which hold the earpads in place.
Just start pulling the earpad from the clips and work your way all around the edge until the whole earpad can be removed.

When install it, you need to re-insert it under the plastic clips in the housing,
position the orientation of the earpad, so it matches the shape of the housing.
Press the earpad edge firmly working your way around the perimeter until the earpad is firmly in place, then you will finish the installing easily as showing in the following photos.
               

Please feel free to contact us at support@avantree.com for any further help.

Apart from all the features Aria Pro offers including dual link support, Aria Pro 2 boasts about its advanced microphone array noise cancellation technology so you can use it in a noisy environment. It cancels up to 99% of the environment noise so you can work from a noisy airport or the food court of a busy shopping mall. Even better, from time to time, we will release firmware updates with enhanced calling features to meet the needs of using in different scenarios. 

It also has Sidetone feature so you can hear yourself speak. Instead of talking loud, you can whisper to the microphone and others still can hear you well.

The cons part of Pro 2 is that it doesn't support Faststream codec. If you want to play games and talk on discord, or listen to music and take the conference call at the same time, the sound will become mono even if you use a dongle that supports Faststream codec. For details, please refer to Bad Sound Quality During Chats.

1. Plug the newly received dongle in PC, it should be flashing blue rapidly (If not the case, please refer to Factory reset the DG10). That means it's in pairing mode. 

2. Turn on the Headphones, press and hold the volume + and - buttons simultaneously for about 5 seconds until the LED turns PINK, indicating that the headphones have reset. The headphones should then go into pairing mode and the LED will alternately flashing RED & BLUE.

3. Put the 2 devices together and wait, they should be connected in a few seconds. Once connected, the LED on the dongle will turn solid blue.

Enjoy the headphones!

Proper daily maintenance of the earpads can make them last longer ensuring the best sound, if you are interested in how to use them in a protective way, please refer to the following tips:

1. Keep the earpads in dry condition.
2. Regularly wipe the inside of the earpads with a soft and dried cloth or brush to remove dust, earwax, or oil from your skin.
3. The earpads can be taken off from the headphone for better cleaning.
4. Tools like a cotton swab and small bushes as tooth brushes but with soft hair might be needed.
Please feel free to contact us at support@avantree.com for any help you need.

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.

For Lot No. T22J1 and before (not included Model No. BTHS-AS90P-ENC-M), you may refer to this FAQ.

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Have you ever had others on the call complain about the sound quality of your microphone? Here are some troubleshooting steps you can try to fix the issue.

1: Please use one meeting app, only one at a time.

Make sure that you close all other similar apps on your device that might be using your microphone, like FaceTime, Zoom, Teams, Discord, etc. Make sure that they are completely CLOSED. 

2. Make sure you've set the input and output device correctly in your settings. How to use Avantree device with Discord, Zoom, Microsoft Teams...

3. Perform the firmware upgrade here:

• If you think the current sidetone volume is adequate, please refer to Latest Firmware Update for Aria Pro 2 (AS90P-ENC) - Low Sidetone Volume Version;
• If you think the current sidetone volume is not loud enough, please refer to Latest Firmware Update for Aria Pro 2 (AS90P-ENC) - High Sidetone Volume Version.

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

1. Check the boom mic - unplug it & plug it again. Ensure it is firmly seated in the audio jack.

2. Also please ensure your boom mic is NOT muted.
    RED dot = muted / No RED dot = unmuted.

   

3. If the Microphone does not work, please start with a diagnostic test with your cellphone first. If it works with your      cellphone, but not with computer, please go to 4.

4. Please continue troubleshooting:

Step 1: Check if the headphones are connected via both voice and music. (This applies to connecting the headphones to the built-in Bluetooth of the PC. If connected to the included dongle, please go to step 2)

Go into your Bluetooth menu and see if it shows connected both "voice" and "music", if you can not see "voice", you might not be able to use the microphone, please delete the paired history on your computer, reset the headphone and try to pair them again.

Step 2: 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 3: Check the meeting Software Sound / Audio Settings.
If you're using a meeting software such as Skype, please also check the Audio & Video Settings within the software and make sure the Microphone input device and the Speaker out device are choosen as the Avantree headphone:

For other VoIP software like Zoom, Teams etc., please refer to How to use Avantree device with Discord, Zoom, Microsoft Teams...

5. Here are some more troubleshooting steps you can try to fix the issue:

• Make sure ALL other audio APPS are completely CLOSED. Do not use more than one AUDIO APP at a time. Your Windows system might get confused. 
• If you are using more than one monitor, make sure you plug the USB into the DOCK rather than into one of the monitors. 
• Try to RESTART your computer and try again in case the computer's input / output audio settings got confused. 

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

You can also choose to fill this Mic not working issue RMA form to let us help further on it if a phone call or Zoom meeting is not convenient:
RMA Verification Form - Microphone Not Working Well

The headphones are able to store up to 8 devices in their pairing history. However, they will only auto reconnect to the 2 most recently paired devices, whether or not it's a dongle, a smartphone, or the built-in Bluetooth of a PC, as long as that device had Bluetooth enabled prior to powering on the headphones. 

If the 2 most recently paired devices are not nearby/powered on, we can slide the power button on the headphones to the pair position ONCE, then they will start connecting to the rest of the 6 one by one. We don't need to connect them manually. 

Once the DG10 is powered on, the dongle will always try to connect to the headphones. So even if the 2 most recent devices are not the DG10, there is a good chance that the DG10 will prioritize connecting to the headphones, leaving only one spot in the pairing history for other devices. So, if you don't want this happen, always unplug DG10 before turning on the headphones.

If you want to clear the pairing history of the headphones and pair it to your two most used devices, you can refer to How to Factory Reset / Clear Pairing History of the Aria Series Headphones. After resetting the device, slide the power button to the pair position reconnect to the DG10.

To switch between your computer and your cell phone, first, pause or end the audio / call on the current device (either by pressing the corresponding button on the headphones or directly with the active device). After a few seconds, play audio or make a call on the 2nd device, and the audio will automatically switch to being from this 2nd device.  

This is how most similar products on the market do it.

 Note:

• Incoming phone calls will interrupt whatever you are doing on your PC, even if your smartphone is on silent mode. You can:

- Decline the incoming call: reject it manually on your smartphone. Once rejected, it will immediately switch back to PC;

- Answer the incoming phone call: press the phone button on the headphones to accept the call.  

- Disconnect the headphones from your phone when in an important online meeting.

• Incoming VoIP calls will NOT interrupt any activities on the device, no matter if it's from the cellphone or PC. There is no notification either. You can't use the buttons on the headphones to switch to the call.
• For older versions of the headphones, it may takes 7 seconds to switch from the PC (with the dongle) to the phone. There is a firmware upgrade which reduces it to 3 seconds here: Firmware Update for dongle (DG10)

The headphones have independent physical Mute switch on the boom mic. When using it, you mute the microphone on the headset itself, not on your VoIP software. As a result, you won’t see yourself as “muted” on Skype, Zoom, Teams, etc., while your microphone is actually muted.

This is a general issue among Bluetooth headsets, our engineers are working hard to find a solution that can work around this issue.

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

If your headphone is fully charged, but it does not respond, like it will not turn off,  not enter pairing mode, or show a solid LED light (sometimes no light), it might be that the headphone is frozen, please troubleshoot as the following:

PLUG the USB / Type C charging cable DIRECTLY into the headphone charging port, and plug the other side of the cable to a power source for 3-5 sec and then unplug the cable. This should re-activate the headphone system and solve the problem.

                                  

If the problem still can not be fixed, please help fill in the following form so that we can help further on it: 
https://avantree.com/rma-verification/headphone-solid-light-not-responding-form

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

Normally, once the dongle and the headphone are powered ON and within the recommended range (10 meters / 30 feet, line-of-sight) they should auto-connect within 10s. If this is not the case, please follow the instructions below to factory reset both the Aria Pro 2 and DG10, then reconnect and lock the connection.

• Step 1: Factory reset the Aria Pro 2 
• Step 2: Factory reset the DG10 
• Step 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.

Enjoy the headphones!

When your headset is connected to your phone, you'll be able to answer or reject phone calls with the headphones' built-in buttons. However, any calls coming through video conferencing apps (such as Skype, Zoom, Microsoft Teams, etc.) will need to be answered manually on both your computer and your phone. 

This is an unfortunate general issue amongst all Bluetooth headphones, but our engineers are working hard to find a solution that can work around this issue.

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

Before conducting the DFU, please read the Avantree Product DFU General Troubleshooting Notes

Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree Support and the product fails as a result, it is NOT covered under warranty.

File: AS90P-ENC_DfuToV1p12

Step 1: Download the Device Firmware Upgrade (DFU) File
Download this DFU File: AS90P-ENC_DfuToV1p12 and take note of where you save it - you'll need it later. If you can't download it directly, Right-click the link, then select 'open in new tab'.

Step 2: Enter the Headphones into DFU Mode
First, ensure that the headphones are OFF, then use a USB data cable (Avantree USB cable with gray tip) to connect the headphones to a Windows PC. To avoid permanent damage, please do not unplug the headphones during the DFU procedure.

Then press both + and - for 7 seconds to enter the headphones into “DFU mode.” A notification may pop-up on your Windows PC, notifying you that a new device has been connected via USB.                               

Alternatively (if there's no pop-up) you can also confirm the device's DFU status by checking USB devices in your computer's Device Manager. The headphones will appear as - CSR BlueCore in DFU mode.

Now, follow the directions below to complete the DFU. 

For Windows, Download & Install CSR Bluesuite to Perform DFU

Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC

For macOS, please refer to this link:
Step-by-Step Device Firmware Update (DFU) Guide for macOS.

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

Before conducting the DFU, please read the Avantree Product DFU General Troubleshooting Notes

Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree Support and the product fails as a result, it is NOT covered under warranty.

Step 1: Download the Device Firmware Upgrade (DFU) File

Download this DFU File: AS90P-ENC_DfuToV1p13 and take note of where you save it - you'll need it later. If you can't download it directly, Right-click the link, then select 'open in new tab'.

Step 2: Enter the Headphones into DFU Mode
First, ensure that the headphones are OFF, then use a USB data cable (Avantree USB cable with gray tip) to connect the headphones to a Windows PC. To avoid permanent damage, please do not unplug the headphones during the DFU procedure.

Then press both + and - for 7 seconds to enter the headphones into “DFU mode.” A notification may pop-up on your Windows PC, notifying you that a new device has been connected via USB.                               

Alternatively (if there's no pop-up) you can also confirm the device's DFU status by checking USB devices in your computer's Device Manager. The headphones will appear as - CSR BlueCore in DFU mode.

Now, follow the directions below to complete the DFU. 

For Windows, Download & Install CSR Bluesuite to Perform DFU

Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC

For macOS, please refer to this link:
Step-by-Step Device Firmware Update (DFU) Guide for macOS.

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

• File: Aria Pro_bin_con_V1.0

Disclaimer: Please contact Avantree Support BEFORE upgrading. If you upgrade your product without prior consultation with Avantree technical support and it breaks due to DFU misoperation, it's not covered under warranty.

Download the DFU file by clicking the link below the table, and preferably save it to the desktop. Or, right-click the link, then select 'open in new tab' if you can't download it by clicking directly.
------------------------------------------------------------------------------------------------------

Then download this tool: Media Product Tool.

1. Unzip the file, and follow the instructions to finish setup. You may be asked to restart your computer here. Please do so.

2. After installation, open the tool. If you can't find it, it's called "MultiMedia Product Tool". A window will pop out, find and select the DFU file that you downloaded before.

2. Plug in the DG10 dongle, then click Replace on the computer.

3. Check the 3 boxes in the screenshot below, then click on the down arrow. The DG10 will start flashing.

4. DFU complete.

After you click the “Close” button, the Firmware Update procedure is done! To pair the dongle with the headphones, please refer to I get a replacement for the dongle, how can I connect it to the headphones?


If you have any questions about the product or the above procedure, please feel free to contact support@avantree.com  

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？

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.

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.

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.

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.

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

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.