Candid / HT4116 Product Support

First, check the back of your TV, and determine what types of audio ports you have. Do not turn anything on.

Use the provided audio cable to connect the matching output port from your TV to the input port on the Audikast Plus transmitter.

Note: The RCA ports must be labeled as “Audio OUT” to work

1.  1. Powering up the transmitter

Power the transmitter using the USB cable provided. Connect it to a power source such as a TV USB port or a USB wall adapter.

Note: Contact us at support@avantree.com for a FREE USB wall adapter if you need one (for US / UK / EU)

2. Turn on both the transmitter and the earbuds

Turn on the transmitter – Slide the power switch to ON. All LED indicators will light up for 2 seconds.

Turn on the earbuds – Remove the earbuds from the charging dock, and the earbuds will turn on automatically.

Keep the transmitter and the earbuds close together. Give them a few seconds to connect. Once connected, the LEDS on both the earbuds and the transmitter will turn solid BLUE, and you will hear “Connected”.

By now, your transmitter should be connected to your TV / Audio source (Part 1).

Your headphones and transmitter are paired and connected (Part 2).

This Step 3 is to make sure the compatible audio signal is received by the transmitter.

If you are using RCA or AUX connection, you need to adjust TV Sound OUT to 'Headset' or "External speaker". 

Image 1- 3.5mm AUX jack

Image 2- TV RCA audio out(Red/White ports labeled "AUDIO OUT ")

Image 3- TV sound out settings with "Headset" or "External speaker" selected

or

If you are using an Optical or HDMI ARC connetion, you need to:

1. Set TV Sound OUT to "Optical / Digital Audio Out/HDMI ARC."

2. Set Audio Input & Output format to PCM/Stereo (except for Avantree Orbit).

Image 4- TV digital audio out port

Image 5- TV sound settings - optical out

Image 6- TV sound settings - HDMI ARC Out

 Image 7- Set TV audio format to PCM

Please click into your TV brand below and follow the instruction Step-by-step.

* If your TV brand is not listed below, you can do the following

1. check TV manual or google its manual online and find its Audio output port options

2. email support@avantree.com with the picture of your TV back panel ports so we can help. 

Note 3.1 If you are using smart TV's HDMI ARC port, and your Sound output option HDMI ARC / Optical is ONE option, then your optical output will not work with HDMI ARC plugged in.

Fix - use other HDMI port, not the HDMI ARC. 

Note 3.2 If your TV is very OLD and you use Roku, Fire Stick etc. for Netflix, Amazon Prime movies, TV optical port might not be compatible with latest movie audio format and hence no sound for those. (very rare)

Other General Troubleshooting Tips if No Sound after the following set up

RCA / AUX - Plug in a wired headphone to test the sound output. If you cannot hear any sound, then either you are using the wrong port or TV Sound out set wrong. 

Optical

1) OPT is lit up SOLID? 

2) Optical port & optical cable has red light inside?

If the problem persists after all the troubleshooting above, please fill the Toubleshooting Form for No sound/Not working for us to identify the issue faster and solve the problem as soon as we can-

https://avantree.com/troubleshooting-verification/transmitter-tv-headphone-set-no-sound-form

Inside the box, you will find the TWS116 Earbuds, the TWS116 Charging Dock, the Audikast Plus Transmitter, a Micro USB Power Cable for the Transmitter, a Type C Charging Cable for the Charging Dock, a 3.5mm AUX Cable, a 3.5mm AUX to RCA Adapter, and an Optical Audio Cable.

TWS116 Earbuds

TWS116 Charging Dock

Audikast Plus Transmitter

To charge the Candid’s earbuds, first, plug in the TWS116 Charging Dock to a power source using the USB C cable we provided. Then, place the earbuds on the dock to charge them.

On the earbuds, the LED will flash RED when low on battery, turn solid RED while charging, and turn OFF once charging is complete.

On the charging dock, the LED will turn BLUE when low on battery, RED while charging, and turn OFF once charging is complete.

To INCREASE Volume: Doulble click  on the R Earphone.

To DECREASE Volume: Doulble click  on the L Earphone.

Power on

• With the charging dock - Remove BOTH earphones from the charging dock, they will power on automatically;
• Without the charging dock - If you are not close to dock and want to turn the earphones on, simply long press the main button for about 3s until the LED lights up BLUE.

Power off

• With the charging dock - Putting the earphones back on the charging dock will turn them off and charge them at the same time, the LED on the earphones will light up RED - indicating they are being charged by the charging dock. PLEASE NOTE: the charging dock must be plugged in for this to work;
• Without the charging dock - If you are not close to dock and want to turn the earphones off, simply do a quick double click on the main button with the second click as a LONG HOLD until you see the red LED lit up.

When will TWS116 power off automatically?

• If there is no further operation on TWS116 after power on, they will power off automatically in 3 mins.
• When TWS116 is beyond the connection range with the connected device over 3 mins, they will power off automatically.
• Put earphones back on the charging dock while it is plugged in, they will power off automatically.

When using two earphones

1. Make sure all the previous paired devices are Bluetooth-OFF!
2. Remove both earphones from the charging base
3. Wait for a few seconds until the LED on one side flashes RED & BLUE and that earphone announce “PAIRING…”

When using only one earphone

1. Make sure all the previous paired devices are Bluetooth-OFF!
2. Remove one earphones from the charging base only 
3. Wait until it says Pairing and LED flashes RED & BLUE

Note: If 3 does not happen, turn the earbud OFF first, then press and hold the button until it flashes RED & BLUE alternatvely. 

TWS116 Earbuds:

You need to reset one earbud at a time. First, remove from one earbud from the charging base. Next, power off the earbud by double clicking the Multi-Function Button. The second click is actually a long hold for about 3 seconds until the indicator lights up RED and you hear “Power Off”. Now you can release your finger.

Next, press and hold the Multi-Function Button for about 10s. The indicator will go from solid BLUE, to flashing RED & BLUE, to PINK, and then RED. You’ll hear the earbuds say “Power On”, “Pairing”, and “Power Off” in that order. After the earbuds have gone through all of these phases, release your finger.

That’s it for the first earbud. Repeat the same steps as above for the other earbud, and you’ll be good to go.

Audikast Plus Transmitter

First, power on the Audikast Plus Transmitter. Next, press & hold the “+” and “-“ buttons simultaneously for 7 seconds. You’ll see both Bluetooth LED indicators turn PINK, and then turn off. This indicates that the reset was successful.

Following the reset, the Audikast Plus will re-enter pairing mode, as indicated by the Bluetooth icon next to “A” flashing RED & BLUE.

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.

Related Links: How to get TWS116 into Bluetooth pairing mode?

Behavior of Avantree Transmitter - When turned on, it will keep looking for its last paired devices. It will keep scanning for a while, it will either find and connect to it or give up and go to standby mode. If you want to connect again under standby mode, you can click on the "Reconnect" button. If you want to search again, you can click on the Bluetooth pairing button ONCE to initiate the reconnection. Once found, the Bluetooth device and transmitter reconnection will take a few seconds to pair.

Normal behavior of non-Avantree Bluetooth devices (generally speaking) - When the headphones is turned on, it will automatically looking for its last paired device. If not found, it will enter standby mode. If you want to search again, you can click on the Bluetooth pairing button ONCE to initiate the reconnection. Once found, the Bluetooth device and transmitter reconnection will take a few seconds to pair.

Normally you do not need to re-pair your Bluetooth Headphones or Speakers with the Avantree Transmitter every time. Once successfully paired, they should automatically reconnect when both devices are turned on (please wait 5-10s). If not, please try the following:

Firstly, turn both transmitter and headphone OFF . Also TURN Bluetooth function OFF on all previously paired devices. 

1.     Turn both transmitter and headphone off. Turn them back on and WAIT for 5-10s. 

2.     If they do not reconnect, click the pairing button on the headphone(silver button) once and wait again for 5-10s.

3.     If still no luck, click the pairing button on the transmitter once and wait for 5-10s. 

If your transmitter is connected to TWO Bluetooth devices, the repair process is as follows:

1.     Turn on the transmitter and device 1. Wait for them to reconnect;

2.     Turn on device 2. Click pair button once on the headphone and wait for 5-10s. 

3.     If not, click the pairing button on the transmitter once (toggle switch is one push to the pairing side)

If you prefer to use a different Avantree headphone as the primary in your Avantree TV headphone set, you can do so easily

1. Turn all three devices off
2. Turn on the transmitter and put it into pairing mode
3. Put the intended-to-use-as-primary headphone into pairing mode
4. Wait for them to pair & connect
5. Lock them up with the locking method of the set. 

The earbuds and the transmitter in the Candid set are “factory locked.” This means that they should automatically connect with each other right out of the box (with both devices turned on, of course.)

If they fail to connect, please try to click the (1) button once. If they still don’t reconnect, please follow the steps below to RECONNECT and LOCK them again.

1.      1. Get the Avantree Audikast Plus transmitter into Pairing Mode

First, connect the Audikast Plus to a power source and turn it on. Then, press & hold the (1) button until you see the Bluetooth indicator flashing RED & BLUE.

2.      2. Get the earbuds into Pairing Mode.

Remove both earbuds from the charging dock and wait for about 20 seconds until you see the indicator flashing RED & BLUE indicating pairing mode.

3.      3. Wait for them to Connect.

Once connected, he Bluetooth icon on the transmitter close to (1) will turn solid BLUE, and you will hear “Connected” from the earbuds.

4.      4. Lock them up again

Press & hold the (1) button on the transmitter for about 10 seconds until the (1) indicator turns PINK for a couple seconds. Now, the transmitter and the earbuds are LOCKED and will always pair with each other once turned on.

If you're using one of the latest Samsung Smart TVs, you could encounter an issue when using Bluetooth Transmitters or Headphones. The issue is due to the fact that Samsung Smart TVs tend to pair with any Bluetooth devices it can find unless you manually deny the connection. 

This could lead to odd behaviors on your Samsung TV such as no picture, Blue / Black Screen with an error message, TV headphones and base not reconnecting, no sound on TV headphones, transmitter cannot pair to headphones, etc. 

Bear in mind when using Samsung Smart TVs: 

1. If your headphones / transmitters suddenly stopped working with your TV, it may be because your Smart TV performed an automatic update and reset all of its settings to its original form. Smart TVs also do automatic updates because they are connected to your Wi-Fi, just like a computer. Even though you didn't do anything, the TV changed itself. In these cases, follow the steps from the beginning to troubleshoot the issue.
2. The TV remote control does NOT turn TV off. It only puts the TV into standby mode. The TV will still perform its "Smart" functions in standby mode. For example, the Samsung TV will still aggresively connect to all devices it finds. The best way to turn the TV OFF is to physically switch it OFF or to pull the plug.

Here is the FIX for the above issue with Avantree TV headphones and transmitters.

1. REMOVE / DENY the Avantree Device from Samsung TV's "External Device List."
2. Keep the TV OFF (Not in Standby) if you have any issues reconnecting the headphones and the base. 

DENY the Device:

When the Samsung Smart TV detects your Avantree Device, a popup will appear on the screen, asking you to Allow or Deny the device to connect to the TV. You MUST DENY the device from connecting, otherwise it will not be able to connect with the other device in its set.

REMOVE the Device:

If you did allow the device to connect to your TV, or if your device connected to your TV automatically, you will need to remove the device from within your TV's settings.

Settings >> General >> External Device Manager >> Device Connection Manager >> Device list - >> Edit >> Select all Avantree Device >> Delete

After removing / denying the Avantree device from the Samsung TV's external device list, your Avantree devices should work properly now. If not, you might need to re-pair & lock the headphones with the base again. Here is how to do it:

1. Turn OFF your Samsung Smart TV. Either flip the physical switch on the TV, or pull the plug from power. If you cannot physically turn OFF your TV, an alternate method to try is to press and hold the power button on your TV remote for 6 seconds until the TV turns off.

2. Turn on your Headphones and Transmitter. It is recommended to have your transmitter plugged into a wall outlet, not your TV, as the TV should be off at this point.

3. Get the Headphones and Transmitter into pairing mode (rapidly flashing RED & BLUE). For more information, please refer to your devices' user manual or support site. 

4. If your Headphones and Transmitter have a LOCK function, please LOCK the headphones and the transmitter together. For more information, please refer to your devices' user manual or support site.

Now, the headphones and transmitter will be locked together, so that the next time you use them they should automatically re-connect with each other and show solid BLUE on the headphone. NO need to re-pair them each time.

If this does not fix it, pls contact support@avantree.com.

If there is  no sound when you connect the transmitter with your Sony TV via optical cable, please go to the settings of your TV using your Sony TV remote:

1. Press the (Quick Settings) button on the remote control, then select [Settings] — [Display & Sound] — [Audio output] — [Speakers] — [Audio system].

2. If the audio system is not compatible with Dolby Digital or DTS, set [Settings] — [Display & Sound] — [Audio output] — [Digital audio out] to [PCM].

3. Check if the [Digital audio out volume] setting of the TV is at maximum.
Press the (Quick Settings) button on the remote control, then select:
[Settings] — [Display & Sound] — [Audio output] — [Digital audio out volume]

The Audikast Plus transmitter and the TWS116 earbuds included in the Candid set can be used independently. Just make sure that if you use one, you turn off the other one. e.g. If you want to pair the transmitter with other headphones, you need to put the TWS116 earbuds back on the charging dock. Then enter the transmitter into pairing mode.

Here's how to use the TWS116 earbuds with your Mobile Device instead:

Step 1: Turn OFF the transmitter.

Step 2: Remove both earbuds from the charging dock and wait for about 20 seconds until you see the indicator flashing RED and BLUE, indicating pairing mode.

Step 3: Select “Avantree TWS116” on your phone’s Bluetooth settings menu.

Note:
        Before 22B1 batch: TWS116 is defaulted to "TV mode", you can four-click the MFB button to enter normal mode if you don't need the ‘reduced delay’ feature.
        After 22B1 batch: TWS116 is defaulted to "TV mode" and the normal mode is cancelled.

The TWS116 uses a new chipset with embedded technology which achieves a noticeably reduced audio latency using the standard SBC codec. Normally SBC imparts a 220ms delay, however by decreasing the transmission bandwidth to increase speed, the TWS116 solution can reduce the delay by 50% to only 110ms. By comparison, the latency of aptX LL is only 40ms. However aptX LL requires both transmitter and receiver to support aptX LL while SBC is standard on ALL Bluetooth devices.

During user trials we found that most people didn’t notice significant latency when using the SBC reduced latency codec and of those who did notice a delay, most still found it acceptable.

Since the SBC codec is standard on all Bluetooth devices, you can benefit from the reduced latency SBC codec no matter what you connect your TWS116 to - whether it’s to our Bluetooth transmitters, your mobile phone, tablet or your PC. In all cases, the latency will only be 110ms - 50% less than that of traditional SBC.

Please note however, that as mentioned it is not 100% latency-free. And some sensitive users may notice the slight 0.5 word delay. If zero delay is very important to you, we recommend you check out our TV set section.

https://avantree.com/headphones/wireless-headphones-for-tv

If you're experiencing intermittent Audio Cuts, please try to resolve the issues with the methods below:

Method 1: Made Sure your Bluetooth headphone / speaker is NOT Multi-Linked

Very often, the intermittent audio cuts out issue is due to the Bluetooth headphone / Speakers are also connected with other devices, e.g. your Cellphone, PC. Please make sure you turn the Bluetooth off on those devices. 

Method 2: Clear Pairing History of BOTH devices and pair them again.( Clear Pairing History is NOT turn on/off.)

• Clear Pairing History / Factory Reset the Headphones / Speakers. (Find the instruction under 'Basic & Advanced Features' under each Avantree product Guide. For Non-Avantree items, please google "Product brand model Clear Pairing History")
  
• Clear Pairing History / Factory Reset the Adapter. (same as above)
• Pair them up again. 

Method 3: Clear away any potential Wireless Interference Devices.

Other wireless devices in the vicinity of the transmitter may negatively affect the range. This "source of interference" can be a WiFi router, a TV box, or even just another Bluetooth device.

To solve this issue, simply move either the transmitter or the source of interference away; that ought to clear the problem.

Method 4: Check the Operation range of the other Bluetooth device.

Certain Bluetooth devices have much shorter range; this "feature" is especially obvious on smaller Bluetooth devices like True Wireless Earbuds.

If this is the case, the only real solution is to simply go with another Bluetooth device - one that has a better range.

Method 5: Avoid Physical Objects.

Walls, solid materials, or even human bodies can all become "obstacles" that negatively affect the Bluetooth device's range.

Try clearing the space between your Bluetooth devices, and see if that helps.

If the above is not helpful, please fill the form - Disconnects intermittently/Unstable Connections so we can get in touch and help you to solve the problem. 

Avantree TWS116 does NOT support dual link. You cannot use TWS116 with two devices at the same time. It only support one at a time.

One side sound is often caused by the earphones are accidentally connected to two Bluetoth devices at the same time before.

If you remove both earphones from the base and they both still flashing Blue & Red after 10sec, then you might need to Reset them. How to Factory Reset TWS116

To avoid this happens again in the future, please try to

1. Avoid to use it with two devices AT THE SAME TIME
2. When you try to use it with one Bluetooth device, before remove both buds from the base, pls make sure other prevously paired devices, e.g. Cellphone, Tablet, PC, are all Bluetooth OFF. 

Can't get sound when using TV Box or Cable Box or Video apps? (Applies to Roku TV, Amazon Fire TV, Apple TV, Netflix, Amazon Prime Video, Google Chromecast, Nvidia Shield, DirecTV, Xfinity TV, AT&T U-verse, Dish Network and more) Please click your device below and check the settings step by step.

If the problem persists after all the troubleshooting below, please contact us via support@avantree.com

This is particularly an issue when you're using the Digital Optical Audio output port for the Transmitter Adapter.

Nowadays, most movies & TV shows have Dolby Digital Sound - Generally speaking, Bluetooth technology can only handle stereo sound and not Dolby, DTS, etc (except for our Orbit/TC580).

Here's the fix: 

1. Open Netflix/Prime on the TV first (VERY IMPORTANT)

Netflix

Prime

2. Get your TV remote and press Settings to go to Settings (while in Netflix/Prime)

Netflix

Prime

3. Set your Audio Output to PCM. Here's how to do it with Samsung TV as an example. Go to Sound >> Expert Settings >> Digital Out Audio Format >> PCM

Netflix

Prime

4. Close the Settings and check if you can hear sound on Netflix or Prime Video.

If the problem persists after all the troubleshooting above, please fill the Toubleshooting Form for No sound/Not working for us to identify the issue faster and solve the problem as soon as we can-

https://avantree.com/troubleshooting-verification/transmitter-tv-headphone-set-no-sound-form

Avantree Wireless Transmitter / TV Headphone Set is not working for you, no sound? Troubleshooting Tips:

·       Headphone and Transmitter Base should be well Connected

1.     Avantree headphone should say "Welcome to Avantree. Connected." and shows Solid Blue light.

2.     Transmitter should show Solid Light indicating ‘Connected’?

3.   How to connect to Apple Airpods Max, Pro, Bose, Beats, Jabra, Plantronics, Sennheiser, Sony...

·       Proper Audio Signal should be sent to the Transmitter (95% issues are here)

o   Is your transmitter signal detecting LED SOLID (Signal coming through OK) or Flashing (No Valid Signal)?      

o   Check Your TV setting again (Samsung TV, LG TV, Sony TV, Vizio TV…)

o   For AUX / RCA connections

•  Use your headphone with a wire to listen. If no sound, then no signal coming from that port

•  Transmitter base is set to AUX

o   For Optical connection,

•  Transmitter base is set to OPT

•  Make sure your TV HDMI ARC port is not connected

•  Unplug and Plug the optical cable from transmitter

•  Start your Netflix / Amazon Prime Program first before change to PCM

•  Contact your TV manufactory and ask “How to change the TV setting so i can get audio signal out of my port?”

·       More complicated set up? Check How to use with Sound Bar & AV Receiver Set up Guide here 

•          Using a Samsung Smart TV? Check this FAQ

For further assistance, please contact us via support@avantree.com  

If you contact us via email, please try to provide the following images for quick diagnosis:

1. Photo of the transmitter box and headphone, both turned on with their LED lights (Solid Blue?)

2. Photo of TV Audio output ports & TV HDMI ports 

3. Photo of TV Screen with Sound Settings page - with Digital Optical Out selected (if you use optical cable)

4. Photo of TV Screen with HDMI in & Out Audio Format both set to PCM 

5. If you also have AV Receiver and Soundbar connected, please draw a simple diagram how you connect them and the audio signal flow. (Note: The following diagram is just for your reference, you can draw it by hand.)

We will get back to you within 1 working day.

Hearing audio through the TV speaker AND the headphones at the same time

If you'd like to get sound on both your TV speakers AND headphones at the same time, it DEPENDS on whether the TV is able to support getting sound out to two sources simultaneously. It is NOT related to the transmitter. The transmitter receieves the sound from your TV's output and streams it over to your Bluetooth headphones or speakers.

However, if you connect the transmitter to your TV via OPTICAL port and you can see the following options under the SOUND OUTPUT settings on your TV...

You can actually get sound simultaneously! Follow these steps:

1. Go to SOUND OUTPUT and change this to OPTICAL / EXTERNAL SPEAKER
2. Once there's sound going out into the headphones, go back to SOUND OUTPUT and change this back to TV SPEAKER

If your TV doesn't support simultaneous output to both the TV speakers and headphones, here are some alternative methods you can consider:

For Audio Transmitter Users:

Solution 1: Connect the Transmitter to a TV box / AV Receiver instead

If you have a TV box (DirecTV, Xfinity, Bluray Player, etc.), you should be able to find audio output ports on the back of them. Try to connect the Avantree transmitter directly here instead of the TV. This method essentially allows you to "go around" the TV's built-in speakers.

Con: will not work on streaming apps if you have a Smart TV or streaming device

For all users:

Solution 2: For users with TV Sondbar / AV Receiver

2.1 Use Transmitters with Passthrough Function

If you have a Soundbar or Stereo Receiver, check your transmitter to see if it supports passthrough. If not, you can return your current product and consider purchasing one of these: Orbit, Oasis Plus, Opera, Medley 6018, HT5009, HT5006, Duet, or Quartet.

Our industry leading "Passthrough" function allows you to put the transmitter/base between a TV and an external speaker and have audio come out from both devices AT THE SAME TIME.

2.2 Use Audio splitter/extractor

• For AUX Output - Use an audio splitter (e.g. Avantree TR302) to share the TV's audio between an EXTERNAL SPEAKER and the Transmitter. The splitter in this example is a 3.5mm audio splitter

• For Optical AUDIO OUT - Use an optical splitter (e.g. J-Tech splitter) to share the TV's audio between an EXTERNAL SPEAKER and the Transmitter. The splitter in this example is an optical audio splitter.

• For HDMI ARC OUT - Use an HDMI Audio Extractor (e.g. HAX05) to share the TV's audio between an EXTERNAL SPEAKER and the Transmitter. The splitter in this example is an ARC supported HDMI audio extractor.

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.

Related Links: How to get TWS116 into Bluetooth pairing mode?

LED light flashing on OPT /AUXmeans the transmitter cannot detect a valid optical input signal. Please check your TV audio output settings and connection.

1. Unplug and Re-plug the Optical or AUX cable, make sure it has been plugged tightly. 

2. Check your TV audio output setting like this.

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.

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.

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