TS4160 Product Support

Top Questions

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• Set Up Procedure
  • Part 3. Adjust TV Audio Settings (Samsung, LG, Sony, VIZIO, Panasonic...)

    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

    • INSIGNIA

      Step 1: Adjust your TV Settings (so TV will send audio signal to its digital out port)

      • Go into your Settings Menu, Select "AUDIO"
        
        
        
      • Go into "Digital Audio Format/Audio Delay"
        
      • Select "AUDIO FORMAT"
        
      • Change it to "PCM"
        
        
        

      Step 2: Reboot the Transmitter & the Headphone.

      Turn both your Transmitter & your Headphone OFF, wait for a few seconds, and turn them back on again. Now you should be good to go.
      
      

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please contact Insignia Technical Support at:

      Tel: 1-877-467-4289

      Support: https://www.insigniaproducts.com/contact-us

      Alternatively, you may contact us at support@avantree.com

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    • LG

      Step 1. Adjust TV audio settings

      Power ON LG TV > Click the Gear button on remote control > click the Speaker bubble > choose "TV speaker + optical"

      Click the last Gray bubble > Click Sound on setting page > Dolby Atmos Off* > Sound Out > Optical > Digital Sound Out set as PCM

      *Note: Not every LG TV will have the "Dolby Atmos" slider. If you don't, you can skip that step. Please take care to perform every other step outlined above.

      
       

       
       
       
      
      

      For the newest LG TV models, please check this guide for audio settings:

      https://www.lg.com/ca_en/support/product-support/troubleshoot/help-library/cs-CT20098005-1437136302910/ 

      Step 2: Reboot the Transmitter

      High chance, you can hear sound from the headphones now. If not, please unplug your optical cable from the transmitter and re-plug it back. Now you should be good to go.
      
      

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please give LG Technical Support a call at:

      Tel: 800 -243 - 0000 (7am - Midnight CST) 
      Email Support: https://www.lg.com/us/support/email-appointment

      Alternatively, you may contact us at support@avantree.com

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    • PHILIPS TV

      Step 1: Adjust your TV Settings (so TV will send audio signal to its digital out port)

      • Go into your Settings Menu, Select "SOUND"
        
      • Go to "Digital Output"
        
      • Select "PCM"
        
      • If you're using Digital Optical Audio, go Back into "Sound," Select "Speakers"
        
      • Switch it to "Digital Audio Output" 
        
        
        

      Step 2: Reboot the Transmitter & the Headphone.

      Turn both your Transmitter & your Headphone OFF, wait for a few seconds, and turn them back on again. Now you should be good to go.
      
      

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please contact Philips Technical Support at:

      Tel: 1-866-309-5962

      Support:https://www.usa.philips.com/c-w/support-home/support-contact-page

      
      Alternatively, you may contact us at support@avantree.com

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    • SAMSUNG TV

      Step 1: Set TV audio out to Digital Audio Out.

      • Go into your Settings Menu, Select "SOUND" 
        
      • Select "SOUND OUTPUT"
        
      • Switch it to "AUDIO OUT/OPTICAL"
        
        
        

      Step 2: Set TV audio format to PCM. (because Bluetooth cannot handle Dolby or DTS)

      • Go into your Settings Menu, Select "SOUND" 
        
      • Choose "EXPERT SETTINGS"
        
        
      • Select "DIGITAL OUTPUT AUDIO FORMAT" and set it to "PCM"
        
        
        

      Step 3: Set HDMI to PCM. (because Bluetooth cannot handle Dolby or DTS)

      

      Step 5: Reboot the Transmitter & the Headphone.
      

      Turn both your Transmitter & your Headphone OFF, wait for a few seconds, and turn them back on again. Now you should be good to go.
      
      

      Bear in mind when using Samsung Smart TVs: Samsung Smart TVs have Bluetooth functionality which could cause your Avantree TV Headphones Set to not work. If you are using a Samsung Smart TV, read more here.

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please give Samsung Technical Support a call at:

      Tel: 1-800-726-7864
      Support: https://www.samsung.com/us/support/contact/

      Alternatively, you may contact us at support@avantree.com

      Related links:

      My Samsung Smart TV shows Blue Screen when Avantree Device Turned on, what to do?

       

       

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    • SONY TV

      Step 1: Set TV audio out to EXTERNAL SPEAKER (so TV will send audio signal to its Audio Out Port)

      • Go into your Settings Menu, Select "SPEAKERS"
        
      • Select "AUDIO SYSTEM"
        

      
      Step 2: Turn "Dolby" OFF (or Switch to "PCM")

      The Adapter cannot transmit Dolby signal; it can only PCM or Stereo for now.

      • Go into your Settings Menu, Select "SOUND ADJUSTMENTS"
        
      • Choose "ADVANCED SETTINGS"
        
      • Select "DOLBY DIGITAL PLUS OUT"
        
      • Switch it OFF
        
        
        

      Step 3: Reboot the Transmitter & the Headphone.

      Turn both your Transmitter & your Headphone OFF, wait for a few seconds, and turn them back on again. Now you should be good to go.
      
      

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please give Sony Technical Support a call at:

      Tel: 1-239-245-6354
      Email Support: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=tv

      Alternatively, you may contact us at support@avantree.com

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    • VIZIO

      Step 1: Set TV audio format to PCM.

      • Go into your Settings Menu, Select "AUDIO" 
        
      • Select "DIGITAL AUDIO OUT"
        
      • Switch it to "PCM"
        
        
        

      Step 2: Surround Sound OFF.

      • Also under AUDIO Menu, Go to "SURROUND SOUND" and switch it to OFF
        

       

      Step 3: Reboot the Transmitter & the Headphone.
      

      Turn both your Transmitter & your Headphone OFF, wait for a few seconds, and turn them back on again. Now you should be good to go.
      
      

      If you prefer Learning through a Video:

      
      
      

      Still doesn't work?

      IF you've updated your TV audio settings as above and you've already paired your headphones to the transmitter YET there's still no sound coming out of your headphones, please give VIZIO Technical Support a call at:

      Tel: 1-844-254-8087
      Support: https://support.vizio.com/

      Alternatively, you may contact us at support@avantree.com

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• Troubleshooting
  • Streaming Device / Cable Box No Sound (Roku, Apple TV, Amazon Fire etc.)

    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

    • AMAZON FIRE TV No Sound

      Here is step by step Video guide FYI - No Sound when watching Amazon Fire TV - How to Solve?

      
      
      

      Step 1: Select "Setting" menu on your TV 

      

      Step 2: Select "Display & Sounds" 

      

      Step 3: Select "Audio"

      

      Step 4: Select "Dolby Digital Output"

      

      Step 5: Select "Dolby Digital Plus OFF"

      

      Step 6: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

      Look them up by Brand.

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    • APPLE TV No Sound

      Here is step by step Video guide FYI - No Sound when watching Apple TV - How to FIX?

      
      
      

      Step 1: Click the MENU button on your Apple TV remote 

      
      
      

      Step 2: Scroll down and select "Settings" 

      
      
      

      Step 3: Scroll down and Select "Video and Audio"

      
      
      

      Step 4: Scroll down and Go into "Audio Format"

      
      
      

      Step 5: Click on "Change Format"

      
      
      

      Step 6: Choose "Change Format" again

      

      Step 7: Click on "New Format"

      

      Step 8: Change it to "Stereo"

      

      Step 9: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

      Look them up by Brand.

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    • AT&T UVERSE TV No Sound

      If you use AT&T U-verse as your main TV source and you can't get a sound through your Bluetooth Headphones/Speaker, please follow the methods below to troubleshoot.

      Method 1: Adjust the HDMI Input Format.

      1. Click the MENU button on your AT&T Remote Control.
         
      2. Scroll down and select Options.
         
      3. Choose "Audio/Language".
         
      4. Go into "Digital Audio Output".
         
      5. Select STEREO and then hit Save.
         

      6. Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

         Look them up by Brand.

      
      Method 2: Check the back of your U-verse Box, Use a Built-in Audio Port Instead.

      If Method 1 didn't work, try this. All U-verse boxes should have some sort of audio output port on the back. Plug your audio adapter into one of these instead of the ones on your TV.

      

      
      If this still doesn't work, please give us a call or contact us at support@avantree.com.

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    • NVIDIA SHIELD TV No Sound

      Step 1: Click the MENU button on your Nvidia TV remote 

      
      
      

      Step 2: Scroll down and select "Device Preferences." 

      
      
      

      Step 3: Scroll down and Select "Display & Sound."

      
      
      

      Step 4: Scroll down and Go into "Advanced Sound Settings."

      
      
      

      Step 5: Click on "Available Formats."

      
      
      

      Step 6: Choose "None: Never Use Surround Sound."

      
      
      

      Step 7: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

      Look them up by Brand.

       

      If you prefer Learning through video, this should help:

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    • ROKU TV No Sound

      Here is step by step Video guide FYI - Roku TV No Sound - How to Fix?

       

      Step 1: Select "Setting" menu on your TV 

      

      Step 2: Select "Audio" 

      

      Step 3: Select "HDMI"

      

      Step 4: Select "PCM-Stereo"

      

      

      Step 5: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

      Look them up by Brand.

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    • XFINITY TV No Sound

      If you use Xfinity TV as your main TV source and you can't get a sound through your Bluetooth Headphones/Speaker, please follow the methods below to troubleshoot.

      Method 1: Adjust the HDMI Input Format.

      1. Click the XFINITY button on your Xfinity TV Remote Control.
         
      2. Scroll to the Gear Icon.
         
      3. Choose "Device Settings".
         
      4. Select "Audio".
         
      5. Go into "HDMI Audio Output" and switch it to "STEREO."
         
         
         
         

      6. Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

         Look them up by Brand.

      
      Method 2: Check the back of your Xfinity Box, Use a Built-in Audio Port Instead.

      If Method 1 didn't work, try this. All Xfinity boxes should have some sort of audio output port on the back. Plug your audio adapter into one of these instead of the ones on your TV.

      

      However, you're going with this method, please remember to do the following...

      1. Go back into "Audio" Settings Menu.
         
      2. And Change the "Digital Audio Output" to "Stereo/PCM."
         
         

       

      If you prefer learning through video, this may help.

      
      If this still doesn't work, please give us a call or contact us at support@avantree.com.

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    • XIAOMI MI BOX No Sound

      Step 1: Click the MENU button on your XIAOMITV remote and go into the Gear Icon

      
      

      Step 2: Scroll down and select "Device Preferences." 

      
      
      

      Step 3: Scroll down and Select "Sound."

      
      
      

      Step 4: Scroll down and Go into "Digital Audio Format."

      
      
      

      Step 5: Set it to "PCM."

      
      
      

      Step 6: Go Back to "Sound."

      
      
      

      Step 7: Scroll to "Dolby Sounds" and switch it to OFF.

      
      

      Step 8: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)

      Look them up by Brand.

       

      If you prefer Learning through video, this should help:

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  • Use with Bluetooth Headphones (Airpods, Beats, Bose, SONY, JBL, Jabra, ...) and troubleshooting

    Avantree Bluetooth transmitter / adapters work with most Bluetooth receiving devices on the market. Please make sure the device is put into pairing mode when you try to pair / connect them. 

    Note 1.Bluetooth device does NOTenters pairing mode automatically after its first pairing. You need to MANUALLY put it into pairing mode. Click your product brand below for details.

    Note 2. Most Bluetooth device re-connect to its last paired device automatically when turned on. Please TURN OFF Bluetooth Funciton of all devices which previously paired with it.

    Note 3. If pairing does not happen as expected, or paired and conencted, but abnormal behavior, then please try to Clear Pairing History of your Bluetooth Headphones / Speakers. This is a very helpful step. Click your product brand below for details.

    Other Useful Links:

    Will I still have audio delay when using Avantree transmitters?

    • AMAZON Echo (Alexa) Speakers

      Before pairing, please note that Amazon Alexa products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      
      Step 1: Get your Amazon Alexa Device into Bluetooth Pairing Mode.

      There are TWO ways to do this.

      • Via Voice Control: Simple say to your Amazon Alexa Device "Alexa, Bluetooth Pairing Mode."
        
      • Via your Amazon Alexa App: In the app, go to Menu -> Settings -> The Alexa device you'd like to use -> Bluetooth -> Pairing Mode.

      
      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If no luck to get them paired, please Factory Reset/Clear Paring History on both devices and try again. 

      Step 1: Factory Reset/Clear Pairing History of AMAZON Echo (Alexa) Speakers:

      You can reset your Echo device using the Alexa app on your iOS or Android smartphone.

      1. Go to Devices.

      2. Tap the Echo & Alexa icon at the top.

      3.  Choose the speaker you want to factory reset.

      4. Scroll down to Factory Reset and tap it.

      5. Confirm you want to reset.

      Step 2: Factory Reset/Clear Pairing History of Avantree Bluetooth Transmitter:

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

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    • AUDIO TECHNICA Headphones

      Before pairing, please note that most Audio Technica products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your Audio Technica Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Audio Technica's most popular products.

      • ATH-M50xBT: With the headphone turned ON, Press & hold the "+" and the "-" simultaneously for 8 seconds until you see the indicator on the Headphone start rapidly flashing WHITE.
        
        
        
      • ATH-ANC900BT: With the headphone turned ON, Press & hold the TOP and MIDDLE parts of the Touch Panel simultaneously for 10 seconds until you see the indicator on the Headphone start rapidly flashing WHITE.
        
        
        
      • ATH-ANC300TW: Place the headphones into the charging case (with battery level remaining for the case) and press and hold (about 6 seconds) the multifunction button on the R (right) side. The indicator lamps on both the L (left) and R (right) light in RED. After lighting in RED, the product will switch to the “searching for devices” state and you will be able to pair with your desired Bluetooth device.
        
      • ATH-CKS5TW: Place the headphones into the charging case (with battery level remaining for the case) and press and hold (about 6 seconds) the multifunction button on the R (right) side. The indicator lamp lights in RED. After lighting in RED, the product will switch to the “searching for devices” state and you will be able to pair with your desired Bluetooth device.
        
      • ATH-WS990BT: Slide the headphones’ power switch into the ON position. You will hear a beep (or see the indicator light flashing blue and red) signaling that the headphones are in pairing mode.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If no luck to get them paired, please Factory Reset/ Clear Pairing History of Both Devices and try again.

      Step 1: Factory reset Audio Technica Headphone / Speaker 

      Step 2: Factory Reset Avantree Bluetooth Transmitter

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

       

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    • BOSE Headphones & Speakers

      Before pairing, please note that Bose products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      
      Step 1: Get your Bose Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Bose's most popular products.

      • Bose QuietComfort 35 (QC35): With the headphone ON, slide the power switch to the Bluetooth symbol and hold it there until you hear “Ready to connect” or the Bluetooth indicator blinks Blue.
        
      • Bose 700: With the headphone ON, press & hold the power button for 3 seconds to put the headphones into pairing mode. You'll hear "ready to connect another device" and the Bluetooth indicator will slowly pulse BLUE.
        
        
      • Bose QuietControl 30: With the headphone ON, press & hold the Power/Bluetooth button until you hear “Ready to pair” or you see the Bluetooth indicator blinking BLUE.
        
        
      • Bose SoundLink Revolve (+): With the speaker turned ON, press & hold the Bluetooth button until the Bluetooth indicator blinks BLUE, and you hear, “Ready to connect another device.”
        
      • Bose SoundLink Mini (II): With the speaker turned ON, press & hold the Bluetooth button until the Bluetooth indicator blinks BLUE and you hear, “Ready to pair another device.”
        
      • Bose SoundLink Color (II): With the speaker turned ON, press & briefly hold the Bluetooth button until the Bluetooth light starts flashing BLUE slowly.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      • In case you prefer Learning through Videos:

      
      
      

       

      If no luck to get them paired, please Factory Reset/ Clear Pairing History of Both Devices and try again.

      Step 1: Reset Bluetooth Pairing on your Bose Headphone / Speaker 

      l  Bose QuietComfort 35 (QC35): 
      1. Power on your headset
      2. Slide the Power switch to the Bluetooth icon and hold it for 10 seconds until you hear Bluetooth device list cleared.

      l  Bose 700: 
      1. Press and hold the Power/Bluetooth® button until you hear “Bluetooth device list cleared” and the Bluetooth light slowly pulses blue
      2. Delete your headphones from your device’s Bluetooth list. The headphones are now ready to connect.

      l  Bose QuietControl 30:
      1. Power off the headphones
      2. Press and hold the Power/Bluetooth® button for 10 seconds, until you hear "Bluetooth® device list cleared"
      3. Delete your Bose® QuietControl® headphones from the Bluetooth® list on your device. All devices are cleared and the headphones are ready to pair a new device

      l  Bose SoundLink Revolve (+)/Bose SoundLink Mini (II)/Bose SoundLink Color (II)
      1. On the speaker, press an hold the bluetooth® button for 10 seconds, until you hear "Bluetooth® device list cleard"
      2. On your mobile device, delete the speaker from the Bluetooth® menu. All paired mobile device are cleared and the speaker is read to pair again.

      Step 2: Factory Reset Avantree Bluetooth Transmitter:

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      
      Please contact us at support@avantree.com if you have any question.

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    • BOWERS & WILKINS Headphones & Speakers

      Before pairing, please note that most Bowers & Wilkins products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your B&W Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of B&W's most popular products.

      • Bowers & Wilkins PX7: With the headphones switched on, press and hold the combined Bluetooth/power button directly inwards for two seconds. The indicator will flash BLUE and the headphones will play a cue as they enter Pairing Mode.
        
        
        
      • Bowers & Wilkins PI4 (PI3): press and hold the power button for 5 seconds, let go when the indicator blinks BLUE and when an audible cue is presented.
        
      • Bowers & Wilkins P7: With P7 Wireless switched on, press and hold the Bluetooth button for 2 seconds. The indicator will flash BLUE and P7 Wireless will provide audible feedback as it enters “pairing” mode.
        
      • T7 Portable Speaker: Press and hold the Bluetooth button on top for 2 seconds, the indicator will begin to flash BLUE.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If still no luck to get them paired, please Factory Reset/Clear Pairing history of both devices and try again. 

      Step 1: Factory Reset/Clear Pairing History of BOWERS & WILKINS Headphones & Speakers

      Bowers & Wilkins PX7:

      1. Make sure the PX7 is powered on.

      2. Simultaneously hold the Volume +, Volume - and Noise Cancellation buttons for 10 seconds until the indicator LED extinguishes.

      3. Let go when the indicator lights up again, the headphones will be ready to pair to a device.

      Alternatively, you can reset from the Bowers & Wilkins Headphones app, please see Reset under Settings in the app.

      Bowers & Wilkins PI4 (PI3): 

      1. Make sure the PI4(PI3) is powered on.

      2. Simultaneously hold the Volume +, Volume - and Power buttons for 10 seconds until the indicator LED extinguishes.

      3. Let go when the indicator lights up again, the headphones will be ready to pair to a device.

      Alternatively, you can reset from the Bowers & Wilkins Headphones app, please see Reset under Settings in the app.

      Bowers & Wilkins P7:

      1. P7 Wireless paired device memory can be cleared by pressing and holding Volume – and Bluetooth button for 2 seconds.

      2. The indicator will flash and P7 Wireless will restart once its memory has been cleared.

      T7 Portable Speaker: 

      Press and hold '-' and the bluetoothpair button simultaneously for 2 seconds to erase thespeaker's paired device memory.

      Step 2: Factory Reset/Clear Pairing History of Avantree Bluetooth Transmitter

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

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    • How to Factory Reset SKULLCANDY Headphones

      Factory Reset/Clear Pairing History of your SKULLCANDY Headphones

      Crusher ANC (EVO)

      1. First, remove your headphones from your device’s Bluetooth paired list. Now, press and hold the top and bottom buttons for 2 seconds.

      2. You’ll see the LEDs flash purple first, a voice prompt will say “disconnected” and then the headphone will go into pairing mode, the LEDs will flash blue and red and a voice prompt will say “pairing”.

      Indy ANC (EVO):

      Once both buds have been powered OFF, reset them: Touch and hold each bud for 10 seconds to completely reset them (this will power cycle them on and off again).

      Push Ultra: 

      1. To ensure ease of re-pairing, please unpair or forget your PUSH™ ULTRA in your paired Bluetooth device list

      • Remove the PUSH™ ULTRA from the charging case and Manually Power OFF:
      • Touch and hold the Power/MFB button on BOTH buds for 6 seconds
      • Once both buds have been powered OFF, reset them: Touch and hold the Power/MFB button on both buds for 10 seconds to completely reset them (this will power cycle them on and off again).

      2. Sync the buds together:

      • Place the buds back in the case until both LED’s show red, and then pull them back out.
      • Both buds will automatically power ON and the LED’s will simultaneously flash BLUE while they sync to each other.
      • You will hear a tone to indicate the sync was successful and ONLY the LEFT bud will begin to flash RED/BLUE

      Sesh (EVO): 

      1. To ensure ease of re-pairing, please unpair or forget your SESH® EVO in your paired Bluetooth device list

      2. Remove the SESH® EVO from the charging case and Manually Power OFF:

      • Touch and hold BOTH buds for 6 seconds

      3. Once both buds have been powered OFF:

      • Touch and hold each bud for 10 seconds to completely reset them (this will power cycle them on and off again).

      4. Once both buds have gone through the power cycle:

      • Place the buds back in the case until both LED’s show red, and then pull them back out.
      • Both buds will automatically power ON and the LED’s will simultaneously flash BLUE while they sync to each other.

      5. Once the buds have synced together:

      • You will hear a tone to indicate the sync was successful and ONLY the LEFT bud will begin to flash RED/BLUE.

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    • JBL Speakers & Headphones

      Before pairing, please note that JBL products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your JBL Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of JBL's most popular products.

      • JBL Flip 4: Turn on the Flip by pressing the ON/OFF power button. Then press the Bluetooth button and you will hear an acoustic signal. The pairing mode is activated.
        
        
        
      • JBL E45BT/E55BT: With the headphone ON, press & hold the Bluetooth button for 5 seconds to put the headphones into pairing mode. You'll hear corresponding sound notification through the headphones.
        
      • JBL Charge: With the speaker turned ON, press the Bluetooth button. The Power button will start flashing BLUE and you will hear an audible noise.
        
        
      • JBL Go (2): With the speaker turned ON, press the Bluetooth button to get JBL Go into Pairing mode.
        
        
      • JBL Live 400BT/500BT/650BTNC: Press the "Bluetooth" button located along the bottom of the right ear cover. The BLUE power light on the back of the right ear cover will start blinking.
        
        
      • JBL Under Armor Flash:  Begin with the headphones powered off and hold the center button on the RIGHT ear bud for 5 seconds to enter pairing mode. You will hear the Bluetooth pairing audible chime as it searches for a different device.
        
        
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If no luck to get them paired, please Factory Reset/Clear Pairing History of both devices and try again.

      Step 1: Factory Reset/Clear Pairing History of your JBL Speaker & Headphones.

      JBL Flip 4:

      Hold both the "Volume Up" and "Play" buttons down until the device turns off by itself. You can tell the device has powered down when the blue backlight behind the Power button is no longer on, and when you hear the standard power down sound

      JBL E45BT/E55BT:

      With the headphones switched ON, press and hold the Volume + and Volume – buttons for more than 5 seconds. The LED blinks two colors, and now you have reset to factory settings.

      JBL Charge 3:

      1. Turn on the speaker.

      2. Press the volume up and play pause button at the same time for about 3 seconds. As soons as the speaker powers off, release your hands from the buttons.

      

      3. Power the speaker back on again.  

      JBL Charge 4: 

      1. Press the power button to turn on the speaker. 

      2. Hold on the bluetooth and volume up buttons at the same time about 3 seconds. The LED ring around the power and bluetooth buttons will briefly light up before the JBL Charge 4 powers down. 

      

      3. Press the power button again to turn the speaker back on again. The Charge 4 will instantly turn on in discovery mode, with the bluetooth LED blinking on and off. 

      JBL GO 2:

      1. Turn on the speaker. Press and hold the Power button until the status lamp on the front top lights up and the guitar strum sound plays.

      2. Press the volume up and bluetooth buttons together to continue with JBL GO 2 reset.

      

      3. Within a second or two, the unit powers off after reset finishes.

      4. Power on the speaker again. JBL Go 2 comes up in ready-to-pair mode, with the status lamp rapidly flashing blue.

      JBL Live 400BT/500BT/650BTNC:

      1. Power on the headphones.

      2. Hold down the the "Volume Up" and "Volume Down" buttons at the same time for roughly five seconds until you hear the device make sound, indicating it is powering down.

      3. Release the volume buttons.The device makes the following powering on sound again which is followed by a pinging sound.

      JBL Under Armor Flash:

      To reset, press and hold the RIGHT ear bud button for 2 seconds with the earbud in the case. The blue LED will flash once to indicate reset is done.

      Step 2: Factory Reset Avantree Bluetooth Transmitter

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

       

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    • PANASONIC Headphones

      Before pairing, please note that most Panasonic products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your Panasonic Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Panasonic's most popular products.

      • RP-HD600N/605N/HD610N/HD805N: With the headphone turned OFF, Press & hold the power button for 5 seconds until the BLUE & RED indicator flashes alternately.
        
        
        
      • RZ-S500W: For first-time pairing, the earbuds will enter pairing mode when removed from the case. For pairing with a second (and on) device, remove the earbuds from the case, tap & hold the left or right touch panel for seven seconds until the LEDs will alternate between RED & BLUE.
        
        
        
      • RB-M500B: With the headphone turned OFF, Press & hold the power button for 5 seconds until the BLUE & RED indicator flashes alternately.
        
      • WINGS BTS50: With the headphone turned OFF, Press & hold the power button for 5 seconds until the BLUE & RED indicator flashes alternately.
        
      • EAH-F50B/F70N: With the headphone turned OFF, Press & hold the power button for 5 seconds until the BLUE & RED indicator flashes alternately.
        
      • BTG-S10: With the headphone turned ON, Press & hold the Bluetooth button for 2 seconds until the MAGNETA & RED indicator flashes alternately.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

       If no luck to get them paired, please Factory Reset/Clear Pairing History of both devices and try again.

      Step 1. Factory reset/Clear Pairing History your Panasonic headphones

      RP-HD600N/605N/HD610N/HD805N: 

      1. While the unit is turned off, press and hold for at least 5 seconds until power/pairing LED starts blinking alternately in blue and red.

      2. While the power/pairing LED is blinking alternately in blue and red, slide and hold the [Multiple functions button] towards "+" and at the same time press and hold  for at least 5 seconds.

      The default settings will be restored after the power/pairing LED (blue) blinks fast and the unit turns off. 

      Attention: 

      When pairing the device again, delete the registering information (Device: HD605N) from the bluetooth device menu, and register this unit with bluetooth device again. 

      RZ-S500W: 

      1. Take the R side earphone out of the charging cradle.

      2. While the earphone lights (blue), touch and hold the touch sensor (R) for about 7 seconds.The earphone LED will light alternately in blue and red.

      3. Touch and hold the touch sensor (R) for about 10 seconds. The earphone LED (blue) blinks rapidly, and when the power turns off, the earphone returns to the factory settings. 

      4. Do the same steps 1 to 3 above to the L side earphone. 

      RB-M500B:

      1. While the power is turned off, press and hold for at least 5 seconds until power/pairing LED starts blinking alternately in blue and red.

      2. While the power/pairing LED is blinking alternately in blue and red, press and hold [+] and [-] at the same time for at least 5 seconds. The default settings will be restored after the power/pairing LED (blue) blinks fast and the unit turns off. 

      Attention: When pairing the device again, delete the registering information (Device:"RB-M500B" ) from the bluetooth device menu, and register this unit with bluetooth device again. 

      2. Factory Reset Avantree Bluetooth Transmitter:

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

       

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    • PHILIPS Headphones

      Before pairing, please note that most Philips products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your Philips Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Philips' most popular products.

      • PHILIPS PH805: With the headphone turned OFF, Press & hold the power button for 5 seconds until the BLUE & RED indicator flashes alternately.
        
        
        
      • PHILIPS TAH5205: With the headphone turned OFF, Press & hold the power button for 6 seconds until the BLUE & WHITE indicator flashes alternately.
        
      • PHILIPS TAT5505: Put both earbuds on, Long touch over 5 seconds both left & right side simultaneously, release when Pairing voice prompt is heard.
        
      • PHILIPS Fidelio M2BT: With the headphone turned OFF, Press & hold the Call/Music button until the BLUE & WHITE indicator flashes alternately.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If no luck to get them paired, please Factory Reset/ Clear Pairing History of both devices and try again. 

      Step 1. Factory Reset/ Clear Pairing History of your Philips Headphone / Speaker

      PHILIPS PH805:

      Let headphone stay in pairing mode (red and blue lights flash alternately), push the power button up and hold, double tap the touch control panel, then purple LED light will flash 3 times.

      PHILIPS TAH5205:

      Let headphone stay in pairing mode (red and blue lights flash alternately), push the power button up to + and hold more than 6 seconds until purple LED light on.

      PHILIPS TAT5505:

      Put both earpieces back to chargingcase. Both earpieces flashes white led. Press and hold both earpieces function button for 4s,until earpieces flashes twice white led.

      PHILIPS Fidelio M2BT: 

      Press volume/track control button and call music button until the LED flashing white for 5 times sequentially

      Step 2. Factory Reset Avantree Bluetooth Transmitter:

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

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    • SKULLCANDY Headphones

      Before pairing, please note that most Skullcandy products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree Clipper Pro, Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your Skullcandy Headphone / Speaker into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Skullcandy's most popular products.

      • Crusher ANC (EVO): With the headphone turned OFF, Press & Hold the Power button until the LED indicator starts flashing RED & BLUE and you hear a "Pairing" voice prompt.
        
        
        
      • Indy ANC (EVO): Put the earbuds on. Press & Hold the Right Earbud's touchpad until you hear a "Pairing" voice prompt.
        
      • Push Ultra: With both earbuds powered off, Press & Hold the buttons on BOTH Earbuds SIMULTANEOUSLY for 6 seconds until the indicators start flashsing RED & BLUE.
        
      • Sesh (EVO):  With both earbuds powered off, Press & Hold the buttons on BOTH Earbuds SIMULTANEOUSLY for 6 seconds until the indicators start flashsing RED & BLUE.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      If no luck to get them paired, please Factory Reset/Clear Pairing History of both devices and try again.

      Step 1: Factory Reset/Clear Pairing History of your SKULLCANDY Headphones

      Crusher ANC (EVO)

      1. First, remove your headphones from your device’s Bluetooth paired list. Now, press and hold the top and bottom buttons for 2 seconds.

      2. You’ll see the LEDs flash purple first, a voice prompt will say “disconnected” and then the headphone will go into pairing mode, the LEDs will flash blue and red and a voice prompt will say “pairing”.

      Indy ANC (EVO):

      Once both buds have been powered OFF, reset them: Touch and hold each bud for 10 seconds to completely reset them (this will power cycle them on and off again).

      Push Ultra: 

      1. To ensure ease of re-pairing, please unpair or forget your PUSH™ ULTRA in your paired Bluetooth device list

      • Remove the PUSH™ ULTRA from the charging case and Manually Power OFF:
      • Touch and hold the Power/MFB button on BOTH buds for 6 seconds
      • Once both buds have been powered OFF, reset them: Touch and hold the Power/MFB button on both buds for 10 seconds to completely reset them (this will power cycle them on and off again).

      2. Sync the buds together:

      • Place the buds back in the case until both LED’s show red, and then pull them back out.
      • Both buds will automatically power ON and the LED’s will simultaneously flash BLUE while they sync to each other.
      • You will hear a tone to indicate the sync was successful and ONLY the LEFT bud will begin to flash RED/BLUE

      Sesh (EVO): 

      1. To ensure ease of re-pairing, please unpair or forget your SESH® EVO in your paired Bluetooth device list

      2. Remove the SESH® EVO from the charging case and Manually Power OFF:

      • Touch and hold BOTH buds for 6 seconds

      3. Once both buds have been powered OFF:

      • Touch and hold each bud for 10 seconds to completely reset them (this will power cycle them on and off again).

      4. Once both buds have gone through the power cycle:

      • Place the buds back in the case until both LED’s show red, and then pull them back out.
      • Both buds will automatically power ON and the LED’s will simultaneously flash BLUE while they sync to each other.

      5. Once the buds have synced together:

      • You will hear a tone to indicate the sync was successful and ONLY the LEFT bud will begin to flash RED/BLUE.

      Step 2: Factory Reset Avantree Bluetooth Transmitter

      Please refer to its user guide if you're not sure how.Once this is done, the Oasis Plus will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

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    • SONY Headphones

      Before pairing, please note that most Sony products currently do NOT support aptX-Low Latency codec, hence there will be lip-sync delays when used to watch TV/Video. You may utilize an aptX-LL Bluetooth receiver to eliminate this issue.

      Recommended Products: Avantree AS70, Avantree Roxa Plus.

      Step 1: Get your Sony Headphone into Bluetooth Pairing Mode.

      Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Sony's most popular products.

      • Sony WH-1000XM4, XM3 (and XM2): To enter pairing mode, make sure the headphone is OFF. Press & hold the power button for 7 seconds until you hear a "Blueooth pairing" voice prompt. The LED indicator will flash BLUE & RED for XM2 and double-flash BLUE for XM4 and XM3.
                   
        
        
      • Sony WF-1000XM3: Put the earbuds on, press & hold the touchpads on both earbuds together for 7 seconds. You'll hear a "Blueooth pairing" voice prompt.
        
      • Sony WI-1000X: This headphone supports aptX and aptX-HD. To enter pairing mode, make sure that the headphone is turned OFF. Press & hold the power button for 7 seconds. The LED indicator will flash BLUE & RED and you'll hear a "Bluetooth pairing" voice prompt.
        

      Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.

      Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.

      In case you prefer Learning through Videos:

      If no luck to get them paired, please Factory Reset/Clear pairing history of both devices and try again. 

      Step 1: Factory Reset/Clear pairing history of your Sony headphones.

      Sony WH-1000XM4 

      1. When charging, press and hold the power button and the CUSTOM button for 7 seconds or more. A blue indicator light will flash four times.()

      2. The headset will initialise, resetting the settings and pairing information.

      3. Delete the headset from the list of Bluetooth products on your device.

      4. Pair the headset to your selected device again.

      

      Sony WH-1000XM3 (and XM2): 

      1. Turn off the headset, and ensure no USB cable is connected.

      2. Press and hold the power button and the NC/Ambient button for 7 seconds or more. A blue indicator light will flash four times.

      3. The headset will initialise, resetting the settings and pairing information.

      4. Delete the headset from the list of Bluetooth products on your device.

      5. Pair the headset to your selected device again.

      Sony WF-1000XM3:

      1. Place the headset in the charging case, leave the lid of the charging case open, then hold your fingers to the touch sensors on both the left and right units for about 10 seconds. Release your fingers when the indicators (red) of the headset start flashing.

      2. The indicators (blue) flash 4 times (), and the headset is initialized. This operation resets the headset to the factory settings and deletes all pairing information. In this case, delete the pairing information for the headset from the device and then pair them again.

      Sony WI-1000X: 

      1. Disconnect the micro-USB cable, turn off the headset, then press and hold the  button and  button simultaneously for more than 7 seconds.

      2. The indicator (blue) flashes 4 times  () and the settings such as the volume adjustment are reset to the factory settings. All pairing information is deleted. In this case, delete the pairing information for the headset on the device which has been connected, then pair the headset with the device again.

      Step 2: Factory Reset Avantree Bluetooth Transmitter

      Please refer to its user guide if you're not sure how.Once this is done, the transmitter will re-enter pairing mode.

      Please contact us at support@avantree.com if you have any question.

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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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  • Other Order Related Questions

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

    • How to buy the accessory?

      Method 1

      You can search the accessory name in the search box and try to find what you want to buy. For example, you can type “AS9P earpads” in the search box, and click the “products” button on the search result page. Then it will display all the related products for your option.

      

      Method 2

      Find related accessories on the product page.

      

       

      Method 3

      Go to the product support page, finding the "accessories bar" and click it.

      

       

      

       

       

      Contact support@avantree.com for more information.

       

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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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    • When will the out-of-stock products be available?

      You can contact our support team support@avantree.com for the specific delivery time redirectly.

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    • Why is there not “Add To Cart” Button?

      There won’t be an “Add To Cart” or “Buy Now” button on the page when the product is out of stock, and you can not place an 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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