Torus (NB05) Product Support
Torus (NB05) Product Support
Superb HD Quality Wearable Speaker, Retractable Earbuds, Light Weight, aptX Low Latency, DSP with 3D Surround Sound
Top Questions
- How to Use as a Headphone (Retractable Earbuds)
The NB05 can also be used as a headphone. To do so, you'll need to get the speaker into headphones mode, and utilize the built-in retractable earbuds.
Step 1: Pair the NB05 to your Audio Source.
- Connecting to a Mobile Device.
- Connecting to a Television.
- Connecting to a Windows Computer.
- Connecting to a Macbook.
Step 2: Flip the mode switch to "Headphones" Mode.
Step 3: Pull the Retractable Earbuds Out.Adjust them to the length that's comfortable for you.
Step 4: Retracting the Earbuds.To retract the earbuds after use, please use the two retract buttons on the speaker.
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Back to Top - How to Enter Bluetooth Pairing Mode
Make sure that the NB05 is turned on. From there, hold the play/pause button for about 5 seconds until the LED indicator alternates between flashing RED & BLUE.
Note: If you are turning on the NB05 for the first time, the headphones will automatically go into pairing mode (the LED will flash RED & BLUE.)
In the Bluetooth settings, locate "Avantree NB05." If the speaker is in pairing mode, it should say "Ready to pair" underneath "Avantree NB05." Click "Pair" to connect the headphones.
Once connected, you'll hear a voice prompt that says"connected". The LED indicator on the NB05 will turn solid BLUE or it will flash BLUE intermittently, depending on which Bluetooth codec is in use. On your device, there may be a pop-up indicating that you are connected. Otherwise, you can check the Bluetooth settings and "Avantree NB05" should appear as connected.
Note: The NB05 does not have a screen/window to show you what it's paired with. You can see the paired devices in your phone or other devices that are connected.
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All Questions
- Set Up Procedure
- Use with TV
Bluetooth TV and non-Bluetooth TV are paired differently, please refer to the following for more details.
- Use with Bluetooth TV
Step 1: Enter Pairing Mode on the Headphones/Speaker/Receiver.
The LED indicator on the Headphones/Speaker/Receiver needs to be flashing RED & BLUE. If not, it's not in pairing mode. Please check your user manul on how to get it to flash RED & BLUE.
Aria Series
Audition Series
TWS116
Ace 130
Step 2: Enter Pairing Mode on your TV.
Different TV brands/models may have different ways of connecting to Bluetooth devices. Please refer to your TV's user manual for a more detailed walk-through.
Please check this link for more details of some examples (Samsung, LG, Vizio, SONY, Panasonic...):
How to Use Avantree Headphones with your Smart TV via TV Bluetooth?
Note: You may need to get a Bluetooth transmitter to work with your TV to get no audio delay experience since most TV native Bluetooth does not support low latency and you will still experience 200ms delay.
Check here to see our transmitter list:
Avantree Bluetooth TransmittersWas this article helpful?> - Use with Non-Bluetooth TV
If your TV does not have built-in Bluetooth capabilities, you'll need to purchase a Bluetooth Transmitter in order to connect your headphones to your TV. For how to connect transmitter to your TV, please refer to the user manual of the transmitter.
Avantree offers a variety of Bluetooth transmitters: Oasis Plus, Audikast plus, Obit,TC417... etc. You may pick the one that's suitable for your current devices. Here is the way on how to connect the avantree transmitters.(Oasis Plus or Audikast plus or Obit or TC417)
Below is a set of simplified instructions on how to connect your Headphones/Speakers/Receiver to a non-Bluetooth TV.
Step 1: Connect your Transmitter to your TV.
Most TVs nowadays offer at least one of the options below; you may use the one that's suitable for your TV.
> >
Step 2: Connect (Pair) your Headphones/Speaker/Receiver to the Transmitter.
Enter your Transmitter into pairing mode (please refer to your transmitter's user manual if you're not sure how.)For Avantree transmitters,check here(Oasis Plus or Audikast plus or Obit or TC417)
Enter the headphones/speaker/receiver into pairing mode, it should be flashing RED & BLUE during pairing mode. If it's not doing that, it's not in pairing mode.Step 3: Adjust Sound Settings on your TV.
Make sure that the audio output on your TV is set to PCM or Stereo.How to adjust sound setting on your TV
And you should be good to go!
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Back to Top - Use with Bluetooth TV
- Use with PC / Laptop / Tablet
Here's how to use your Bluetooth Headphones or Speakers with your Computer, Laptop, or Tablet:
Note: If you are having trouble connecting with your Computer or Laptop's built-in Bluetooth, we recommend trying our DG10 Bluetooth Dongle. It's plug-and-play with no driver installation required, making connecting a breeze.- Macbook
Step 1: Entering Pairing Mode on the Headphones.
Aria Series
TWS116
Ace 130
Step 2: Enable Bluetooth on your Mac.
Find the Bluetooth icon (usually located in the upper right corner of your screen). Turn Bluetooth on.
Step 3: Go to Bluetooth Preferences.
Click on "Open Bluetooth Preferences" in the drop down menu.
Step 4: Connect the headphones to your Mac.
Locate "Avantree *Headphone name*" in the list and click on the "Pair" button.
Once your headphones are paired, you will see the Avantree Headphones under Devices when you click on the Bluetooth icon. The LED on the headphones will blink BLUE once every 5 seconds to indicate connection.
Note: The Aria Series & AH6 Series headphones have a detachable mic. To activate this, in system preferences, go to "Sound" and in the "Input" tab, click on "Avantree *Headphone Name*" to use the mic.
Was this article helpful?> - Windows
Step 1: Entering Pairing Mode on the Headphones.
Aria Series
TWS116
Ace 130Step 2: Locate the Bluetooth Icon.
The icon is usually located in the lower left corner, you may have to click on the arrow (^) to find it.
Step 3: Add a Device.
Right-click on the Bluetooth icon and select “Add a Bluetooth Device”
Step 4: Connect the Headphones.
In the Bluetooth settings, locate "Avantree *Headphone Name*". If the headphones are in pairing mode, it should say "Ready to pair" underneath. Click "Pair" to connect the headphones.
Step 5: Set the Sound Output as the Avantree Headphone.
The speaker icon should also be located in the lower right corner. Left-click on the speaker icon, and click “Playback devices”. Please set Avantree “*Headphone name* Hands-Free” as the Default Communications Devices.Was this article helpful?>
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Back to Top - Macbook
- Use with TV
- Basic & Advanced Functions
- How to Use as a Headphone (Retractable Earbuds)
The NB05 can also be used as a headphone. To do so, you'll need to get the speaker into headphones mode, and utilize the built-in retractable earbuds.
Step 1: Pair the NB05 to your Audio Source.
- Connecting to a Mobile Device.
- Connecting to a Television.
- Connecting to a Windows Computer.
- Connecting to a Macbook.
Step 2: Flip the mode switch to "Headphones" Mode.
Step 3: Pull the Retractable Earbuds Out.Adjust them to the length that's comfortable for you.
Step 4: Retracting the Earbuds.To retract the earbuds after use, please use the two retract buttons on the speaker.
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Back to Top - How to Enter Bluetooth Pairing Mode
Make sure that the NB05 is turned on. From there, hold the play/pause button for about 5 seconds until the LED indicator alternates between flashing RED & BLUE.
Note: If you are turning on the NB05 for the first time, the headphones will automatically go into pairing mode (the LED will flash RED & BLUE.)
In the Bluetooth settings, locate "Avantree NB05." If the speaker is in pairing mode, it should say "Ready to pair" underneath "Avantree NB05." Click "Pair" to connect the headphones.
Once connected, you'll hear a voice prompt that says"connected". The LED indicator on the NB05 will turn solid BLUE or it will flash BLUE intermittently, depending on which Bluetooth codec is in use. On your device, there may be a pop-up indicating that you are connected. Otherwise, you can check the Bluetooth settings and "Avantree NB05" should appear as connected.
Note: The NB05 does not have a screen/window to show you what it's paired with. You can see the paired devices in your phone or other devices that are connected.
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Back to Top - How to Charge
If you can hear your NB05 beeping or see the LED blinking RED, you will need to charge it.
Instructions:
Lift the charging dock lid, insert the micro USB (smaller) end into the charging dock and the USB end into a power source. You can either use the included charging cord or any USB to micro USB cable to charge.
Indicators:
The LED on the speaker will light up as SOLID RED when charging and automatically turn off when charging is complete.
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Back to Top - How to Factory Reset the Torus
Conducting a factory reset on the speaker will clear all past pairing data and restore the default settings for the product. You may want to reset your speaker if you have trouble pairing it with your devices.
Step 1: Turn on the speaker.
Push the power switch towards the Power Icon side. You'll hear "Power On," and the speaker will vibrate.
Step 2: Reset the Headphones.
Press and hold the volume + and - buttons simultaneously for about 5 seconds until the LED briefly turns PINK. You'll also hear two "beeps," indicating that the speaker have reset. The speaker should then go into pairing mode and the LED will alternate between flashing RED & BLUE. You are now free to pair the speaker with any device!
If you have any other question, please email us at support@avantree.com.Was this article helpfulStill need help? Please email us at support@avantree.com
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- How to Use as a Headphone (Retractable Earbuds)
- Troubleshooting
- No Sound on Windows when Using Windows' Built-in Bluetooth (No Adapter)
This Troubleshooting is for Connecting a Bluetooth device DIRECTLY to your Windows Computer's Built-in Bluetooth.
The Built-in Bluetooth of some old PCs might not work, or not work well, thus, you may not be able to use the direct Bluetooth connection, or have unstable connection, hear choppy sound cutting out intermittently, etc., in this case, please try the following solutions:Solution 1. Reboot your Bluetooth Driver
1) Right-click the Start button, select Device Manager.
2) Find “Bluetooth” section, then Right-click on your device Bluetooth driver and select “Disable device”.
3) Restart your PC and repeat the above steps to Enable the Bluetooth driver again (select “Enable device”)
4) Pair your Bluetooth Headphone/Speaker/Receiver with the PC again.
Solution 2. Use an External Bluetooth Driver
This method essentially "Bypasses" your Windows' built-in Bluetooth. Please see our Avantree DG10, DG40S , DG45 or Avantree DG80 for more details or contact us at support@avantree.com.Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Headphone/Speaker/Receiver No Sound and Not Working - General
Check Point 1: Have you Connected/Paired it Properly?
Check on your device Bluetooth device list, it should say "Connected" on the menu. If not, please try to pair it to your device again.
Check Point 2: Have you been Switching between APPs?
Sometimes when you're listening to music and a call comes in, the Headphones/Speaker can have issues switching back-n-forth... this is a common Bluetooth issue and happens to every Bluetooth Headphone/Speaker.
Please choose the headphone/speaker again (if applicable) or reboot the headphone/speaker and pair them up again.
Check Point 3: Have you Charged the Headphone/Speaker?
This might seem like a simple solution but when the device is low on battery, a wide variety of issues may occur. Please make sure that it has sufficient battery level.If you've checked everything above but still no sound, please try the methods below.
Method 1: Try it on a Different Device.
If you have another phone, another laptop etc... try to connect the Headphone/Speaker to it and see if it works on the other device.
If yes, it's probably something to do with the settings on your original device, please try again.
If no, please contact us for support, you may have a faulty unit.
Method 2 (For Laptops/Computers): Check the Audio Settings.
For Windows, go into Sound Settings and Sound Control Panel. For Mac, go into Sound Preferences.
Make sure that the Headphone/Speaker you'd like to use has been selected as the Audio Output/Input device.
If you're using a Meeting Software such as Skype or Zoom, you may need to go into the app itself and adjust the settings in there as well.Method 3: Factory Reset.
If none of the methods above work, please factory reset the Headphone/Speaker and pair again. Please remember to delete the Avantree device from the paired Bluetooth device list on our sound source device, before attempting to pair again.If factory reset still can't get it to work or if you have any more questions or need further assistance, feel free to contact us at support@avantree.com
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Back to Top - Unable to Pair the Headphone/Speaker/Receiver with my Bluetooth Devices
If you are still having difficulty pairing the Avantree Headphone/Speaker/Receiver to your devices, please refer to the methods below to troubleshoot.
Check Point: Did you Get the Headphone/Speaker/Receiver into Pairing Mode?
Powering on does NOT mean pairing mode. Pairing Mode for Avantree = The LED indicator on the Headphone/Speaker/Receiver flashing RED & BLUE. If it's not doing that, it's not in pairing mode, you won't find it on your device.
Other than the indicator, if you're using a Headphone/Speaker that has voice prompt (i.e. it says "welcome to Avantree" when you power it on,) it'll say "Pairing" when it's in pairing mode.
If it's flashing RED & BLUE yet you can't connect it, please refer to the steps below.Step 1: Reboot it and try again.
Yes, the good o' soft reset often resolves the issue. Please give it a go. Please also try rebooting your Phone/Computer.
If you still can't get them to connect, please proceed to step 2.Step 2: Try it Somewhere Else.
Bluetooth connection can often be interfered with by other wireless connections such as WiFi Router, TV streaming device, or even another Bluetooth device. Please either move them away or try to do the pairing somewhere else.
If you are still unable to pair, continue to Step 3.
Step 3: Factory Reset.
Factory reset the Avantree Headphones/Speaker/Receiver may help. If you're not sure how to do the reset, please follow the below steps to find the instructions:
1.Go to Avantree.com
2.Enter "Product Name/Model Number+reset" and search. Click "Support " and you will find the guide of how to factory reset your device.
After resetting, the device should automatically reenter pairing mode.If you have any more questions or need further assistance, feel free to contact us at support@avantree.com
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- No Sound on Windows when Using Windows' Built-in Bluetooth (No Adapter)
- Device Firmware Update (DFU)
- Step-by-Step Device Firmware Update (DFU) Guide
Please choose the correct guide according to your PC's operational system
Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.
- Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
Step 1: Download the DFU Tool.
Please click and download the DFU tool here - CSR BlueSuite 2.6.11 and install it on your computer. Note: It only works with Windows computer. And need a USB data cable to complete the DFU( except DG60/DG80 and DG50, you can plug them directly into your computer)
Step 2: Please find “Qualcomm BlueSuite 2.6.11” in “all programs” on your computer and select “DFUWizard.”Once update is completed successfully, unplug the device and cable and exit.
Your device firmware is updated and now ready for use.
Was this article helpful?> - Step-by-Step Device Firmware Update (DFU) Guide for macOS
To perform the device firmware upgrade (DFU) on macOS, please first download the Avantree Updater app from here. Next please follow the steps below.
Note: Only work for macOS 10.15 or later version.
Step 1. Drag Avantree Updater to the Application Folder to install the ‘Avantree Updater’ app.
Step 2. First time use: Open Security Preferences > Unlock > Allow ‘Avantree Updater’
Step 3. Open the Avantree Updater app to start the DFU process. Confirm “Open” when prompted.
Step 4. Connect your device to a USB Port with a USB data cable. (Avantree gray tip USB Cable). Place your device in DFU Mode - please refer to your device's relevant DFU support section. Then follow the on-screen instructions to update the firmware.
Choose the downloaded DFU file.
Once update is completed successfully, unplug the device and cable and exit.
Your device firmware is updated and now ready for use.
Video Guide(take Oasis Plus for example):Was this article helpful?>
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Back to Top - Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
- Torus Firmware Patch (V) - Removed "Dual-Link" feature for connecting with two devices at the same time
Firmware Version:
V
Release Date:
Mar. 15, 2021
For Products:
Torus (NB05)
Applicable LOT Number:
ALL
Changelog:
• Removed "Dual-Link" feature for connecting with two devices at the same time
Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: Torus - DFU to remove "dual link"
Step 2: Enter Torus into DFU ModeConnect the Torus to a Windows Computer / Mac via the USB charging and date cable.
Power on, PRESS & HOLD the "V+" "V-" and the middle buttons at the same time for around 10 secs to enter the Torus into DFU mode. There is no led indicators.Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in How to Conduct Firmware Update (DFU).
For Mac Computer - Please follow the steps in How to Conduct Firmware Update (DFU).
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
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Back to Top - Latest Firmware Upgrade (DFU) for Avantree Bluetooth Speaker/Earphone Torus(V1.0.6)
Firmware Version:
V1.0.6
Release Date:
May. 20, 2020
For Products:
Torus (NB05)
Applicable LOT Number:
Before 20D1
Changelog:
• Mic Low Volume Issue
• Echo During Call Issue
Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: Torus - DFU
Step 2: Enter Torus into DFU ModeConnect the Torus to a Windows Computer / Mac via the USB charging and date cable.
Power on, PRESS & HOLD the "V+" "V-" and the middle buttons at the same time for around 10 secs to enter the Torus into DFU mode. There is no led indicators.Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in How to Conduct Firmware Update (DFU).
For Mac Computer - Please follow the steps in How to Conduct Firmware Update (DFU).
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
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- Step-by-Step Device Firmware Update (DFU) Guide
- Technical Knowledge
- Can I Use Headphones and Earbuds With My Pacemaker?
Your pacemaker is designed to work properly around most appliances and tools. However, electromagnetic interference (EMI) from headphones and earbuds may affect how your pacemaker works. These effects are usually temporary. Still, we recommend following these guidelines to stay safe.
Anything that transmits Bluetooth or with a magnet inside cannot be used closer than 6'' (15 cm) to a pacemaker. All of our Headphones, Speakers, and Earbuds, as well as all of our Bluetooth products fall under this category, and must not be placed very close to your pacemaker. Normal usage of our headphones and earbuds - wearing them in or over your ears - is completely safe.
The Takeaway: It’s safe to use headphones and earbuds with your pacemaker, but you should not drape them around your neck or store them in a breast or other shirt pocket - as that would put them too close to your pacemaker. Normal usage should bear no problems.
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Back to Top - Different Bluetooth Codecs (Latency.)
Many Avantree products have incorporated the latest "aptx low latency" codec technology, for superior stereo quality sound without any noticeable delay (known as latency).
- What is aptX Low Latency - https://www.aptx.com/aptx-low-latency
- Certified aptX Low Latency device list - https://www.aptx.com/products?field_aptx_type_tid=484
* Important note*
To take advantage of the better performance of aptX Low Latency codec, the other side Bluetooth device must support the same codec. If the other side device only supports the normal aptX codec, or the SBC one, these codecs will be used instead.
How about the audio delay when use different wireless audio codec?
Wireless audio codec Audio delay aptX™ HD ≥ 250ms aptX™ Low Latency ~ 40ms aptX™ ~ 70ms FastStream ~ 40ms SBC (most standard Bluetooth audio codec) ~ 220ms
Note: The latency for FastStream is almost the same as aptX Low Latency, but the audio quality of aptX Low Latency is better.Related FAQ >
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Back to Top - General Bluetooth Information
Here are a few things you'd want to know about Bluetooth...
1. Bluetooth by nature is a short-range wireless technology.
Bluetooth was initially made specifically for wireless headsets hence its “range” was never meant to be anything more than the length of a typical backyard.
2. Bluetooth Signals are easily interfered with.
Much like almost any other modern wireless technology, Bluetooth signals can be negatively affected by things like walls, floors, other wireless devices, or even a human body.
If you want a better range & less interference, try to stay clear of the things mentioned above.
3. There are two types of Bluetooth.
In short, they are “Class 1” and “Class 2.” Class 1 has better range (100m/300ft) but drains your battery faster, whereas Class 2 has a shorter range (10m/30ft) but is more efficient when it comes to battery usage.
4. The “Actual Range” depends on a lot of things.
Things that can affect the range: Bluetooth version, Bluetooth type, Bluetooth profile, Brand & make, where you’re using it, what’s around you… etc and many more. Getting a bad range doesn’t necessarily mean your device is bad; try it elsewhere before you give it a conclusion.
5. The “Transmitter” and the “Receiver.”
Every Bluetooth connection consists of a “transmitter” and a “receiver.” The “transmitter” sends the signals to the “receiver.” In a typical Bluetooth headphone connection, your phone is the transmitter and the headphone is the receiver.
There are cases where one device can do both, but it is unlikely that they’ll be able to do both at the same time.
Here are some examples:
- Transmitters: Phone, Computer (can sometimes use as receiver), TV.
- Receiver: Headphones, Speaker
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Back to Top
- Can I Use Headphones and Earbuds With My Pacemaker?
- 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 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
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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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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.
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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.
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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 - 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Other Order Related Questions
If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.
- Are there any promotions or discounts?
Generally, a new user can enjoy the 5% discount after registration.
If we have any promotion campaigns, you could find it easily on our home page.
Or you can contact our support team support@avantree.com for more information.
Was this article helpful?> - Can I change the delivery address?
Sorry, you can not change the delivery address once you place the order. If you would like to ship to another address, you could choose to cancel the current order and place a new order instead.
Was this article helpful?> - Can not place an order with a credit card?
The billing address you filled in might not match the actual credit card billing address, please check if you fill in the correct address.
If it shows “Error Code: 2046 declined”, which means the bank does not support debiting, and you need to contact the bank. You could try with another card or pay by PayPal.
Credit card payment does not support AMEX. Maybe you can change another credit card (Visa or Master)or pay with Paypal.
Was this article helpful?> - How long will the tracking number be available after shipping?
The tracking number for the orders will be notified by email within 1-3 working days after delivery. (Note: For some orders from the US, EU, UK, CA, AU, we are not able to provide a tracking number due to FBA shipment. It usually will take 3-5 business days to deliver to you after you receive the shipment notification.)
Was this article helpful?> - 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.
Was this article helpful?> - 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.
Was this article helpful?> - Unable to submit Product/Warranty registration or unsuccessful registration?
All products bought from avantree.com are automatically registered and covered by our full 24-month warranty. No registration needed. For orders purchasing from other marketplaces, our support team will contact you and confirm your registration manually by email when you can’t register successfully. If not, please contact our support team support@avantree.com directly.
Was this article helpful?> - When will the out-of-stock products be available?
You can contact our support team support@avantree.com for the specific delivery time redirectly.
Was this article helpful?> - 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.
Was this article helpful?>
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Are there any promotions or discounts?
- 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
Was this article helpful?> - 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.
Was this article helpful?> - 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
Was this article helpful?>
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Examples For the Purchase Proof
- 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?
- $9.99
- $69.99
- $49.99
Register your product to get a full 24-month warranty.