HF2039 Product Support
HF2039 Product Support
Extra Long Cord Wired Headphones for TV, Work with 99% TVs, Convenient In-Line Remote
Top Questions
- Can I have audio through my TV's Speakers AND Wireless Headphones at the Same Time?
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:
- Go to SOUND OUTPUT and change this to OPTICAL / EXTERNAL SPEAKER
- 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - HF2039 No Sound / Not Working / Static Noise
If you have something plugged into the HDMI port on your TV, please check and see if the port you're using is a HDMI ARC port. For most TVs, when something is plugged into the ARC port, its other audio output ports will automatically be muted. Please switch to another HDMI port.
IF you have a sound bar or AVR that's using ARC, please consider switching to Digital Optical instead.
If you cannot hear any audio playing from your headphones/speakers, please follow the methods below for troubleshooting
Method 1: This item doesn't support digital audio formats like Dolby or DTS, please set your TV/Blu-Ray/DVD/CD player's audio format to "PCM/LPCM". If you have any issues changing the audio format on your TV, please contact your TV manufacturer.
Method 2: Change your TV's audio OUTPUT setting from TV speaker to "External Speaker" or "External Speakers(optical)". IF you have any issues changing the output of your TV, please contact your TV manufacturer. Also make sure that you have plugged in the wires into your TV's OUTPUT ports.
Method 3: Please make sure that the LED indicator on the DAC is ON. If not, check that the DAC is connected to a USB power source.
Method 4: Unplug & Plug your connecting cable from your TV. This will make some TVs recalibrate its signal, and often solves the issue.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top
All Questions
- Set Up Procedure
- Part 1. Power on and Connect
Step 1: Power up the DAC
Power the DAC using the USB cable provided. Connect it to a TV USB port (the TV must be ON to provide power) or any other 5V/500mA-2A rated USB charger (e.g. your phone charger should work).
Contact us at support@avantree.com for a FREE USB wall charger (for US / UK / EU) if you need one.
Step 2: Connecting the DAC to your TV
If your TV has Digital OPTICAL/TOSLINK/SPDIF out (Recommended!)
Connect an Optical cable to the Optical port on the Input side of the DAC box to the Optical/Toslink/SPDIF OUT port of your TV. The Optical cord connects to the RECTANGULAR port.
If your TV has Coaxial out
Connect a Coaxial audio cable to the Coaxial port on the Input side of the DAC box to the Coaxial port of your TV. The Coaxial cord connects to the CIRCULAR port.
*Coaxial audio cable is not included in this package; you need to purchase it separately.
Important notice: This DAC is a digital to analog converter only; it can't be an audio amplifier. If you are using the suggested connection and the impedance of your headset/speaker is under 32Ω, we suggest you connect the device to an amplifier to produce sufficient volume.
Step 3: Connect the Headphones to the DAC
Connect your HF039 headphones to the Audio port on the Output side of the DAC box with the 3.5mm/AUX Out cord provided.
Note: The AUX ports do NOT support professional/high impedance headphones/speakers such as Audio-Technica, Ultrasone, Sennheiser or others with impedance over 32Ω.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Part 2. Adjust TV Audio Settings - ONLY if using TV OPTICAL/TOSLINK/SPDIF port
Use your TV remote control to go to your TV's SETTING MENU, and set TV Audio Format to PCM/Stereo. Do NOT select AUTO, DOLBY, or BITSTREAM!
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Back to Top
- Part 1. Power on and Connect
- Basic & Advanced Functions
- What's in the Box
A. Digital to Analog Audio Converter
B. Wired Headphone - HF039
C. Micro USB Power Cable
D. Optical Audio Cable
E. 2M Extension Cable
F. 3M Sticker
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - HF2039 Overview - Buttons & Indicators
DAC
1. Optical Audio Input Port
2. Coaxial Audio Input Port
3. Power Port
4. Headphone Output to HF039
5. RCA Output Ports
HF039 Wired Headphones
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Guide - Basic Controls
On the remote attached to the wire, you will find a volume control and a stereo/mono switch.
Slide the volume control to adjust the volume level coming in to the headphones.
To switch between Stereo Mode and Mono Mode, slide the stereo/mono switch on the remote.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - How to Secure the DAC to your Table
Please use the 3M sticker provided with the package to secure the DAC on your table or TV stand.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - How to Use the Clip
Please utilize the CLIP included to avoid having the cable suddenly bounce back.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top
- What's in the Box
- Troubleshooting
- HF2039 No Sound / Not Working / Static Noise
If you have something plugged into the HDMI port on your TV, please check and see if the port you're using is a HDMI ARC port. For most TVs, when something is plugged into the ARC port, its other audio output ports will automatically be muted. Please switch to another HDMI port.
IF you have a sound bar or AVR that's using ARC, please consider switching to Digital Optical instead.
If you cannot hear any audio playing from your headphones/speakers, please follow the methods below for troubleshooting
Method 1: This item doesn't support digital audio formats like Dolby or DTS, please set your TV/Blu-Ray/DVD/CD player's audio format to "PCM/LPCM". If you have any issues changing the audio format on your TV, please contact your TV manufacturer.
Method 2: Change your TV's audio OUTPUT setting from TV speaker to "External Speaker" or "External Speakers(optical)". IF you have any issues changing the output of your TV, please contact your TV manufacturer. Also make sure that you have plugged in the wires into your TV's OUTPUT ports.
Method 3: Please make sure that the LED indicator on the DAC is ON. If not, check that the DAC is connected to a USB power source.
Method 4: Unplug & Plug your connecting cable from your TV. This will make some TVs recalibrate its signal, and often solves the issue.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top
- HF2039 No Sound / Not Working / Static Noise
- User FAQs
- Can I have audio through my TV's Speakers AND Wireless Headphones at the Same Time?
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:
- Go to SOUND OUTPUT and change this to OPTICAL / EXTERNAL SPEAKER
- 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - When should I expect my pre-order item to be delivered?
You could check the delivery time for pre-order items via the following two methods.
Note: Due to some unforeseeable logistic or technical issues, there could be a delay in our shipment date, and we will update it at the end of each month.Method 1: Check the Table of the Estimated Shipping Date for Pre-order Items.
Please click on the Estimated Shipping Date for Pre-order Items for more information.
Method 2: Check the estimated release time on the product page.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - What cleaning products can I use to clean the headphones?
These are the cleaning products we recommend for use on our headphones.
Disinfecting Wipes
https://www.amazon.com/dp/B08BKR9YT6
If you are using over-ear headphones, you can also get washable headphone covers for easy cleaning.
https://www.amazon.com/dp/B07BP4PCVYWas this article helpfulStill need help? Please email us at support@avantree.com
Back to Top
- Can I have audio through my TV's Speakers AND Wireless Headphones at the Same Time?
- General Information
- 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - 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 nameAgent 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
ChineseSee more details in Warranty Policy and RMA Policy
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - 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;
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.Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - 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:
- The RMA return unit will be equivalent to or better than the condition of the defective unit
- 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.
- 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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If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.
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Back to Top - How to Properly Clean the Earbuds
As you may know, earbuds get dirty pretty easily... Earwax, dust, water etc. can all do damage to them. Uncleaned earbuds may lead to...
- Music sounding muddy or muffled
- Different volume on the two earbuds
- Abnormaly low volume / tinny sound after using for a period of time
Daily maintaince can effectively eliminate such problems.
- Before wearing the earbuds, make sure to clean the inner side of the ear.
- Always wear and use earbuds in dry condition.
- After using the earbuds, wipe the inside of the earbud tip with a soft and dry towel to remove dust, earwax, or oil from your skin.
If you're already experiencing different volume levels between the two earbuds, please try to follow the following steps to clean them out:
(These apply to all Avantree earbuds, but the following uses the NB18 as an example.)
1. Materials you'll need: a cotton swab and dried brush (if you can't find the black cleaning brush, a toothbrush can work instead.)
2. Take off the earbud tips from the earbuds smoothly. Do not detach the earbud tip from the earbud excessively as it may tear.
3. Use a cotton swab and dried brush to remove any debris and foreign materials.
4. If foreign substance is still present, try brushing the earbuds again to dislodge the remainder.
5. After you finish cleaning, please assemble the earbud tip back to the earbud properly. Cover the latch at the bottom of the earbud with the earbud tip like below.
Please note: Do not use liquid like alcohol or soapy water for cleaning earbuds as some of our earbuds are not alcohol-proof or soapy-waterproof.
If the problem still exists after cleaning the earbuds, please contact support@avantree.com for help.
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