FAQs

Find answers to our most commonly asked questions. If you cannot find the answer you are looking for, feel free to contact us directly.Empire Ears Support Team

PRODUCTS

Yes. Every set of Empire in-ear monitors is proudly designed and handcrafted in Norcross, Georgia.
Custom in-ear monitors are built specifically to your unique ear anatomy, offering a glove-like fitment resulting in unparalleled sound isolation. This option requires a trip to your local audiologist for ear impressions. Ear impressions are required for us to make your custom in-ear monitors.

Empire universal in-ear monitors were designed to fit nearly everyone and do not require ear impressions. They are inserted via the provided Comply Foam Tips or the SpinFit silicone tips.

You can’t go wrong with either one. Really. A lot depends on how you intend to use them.

For example, if you are a musician, artist or audio enthusiast that desires a custom fit and seal for maximum secure fit and noise isolation, then you may want to go with a custom in-ear monitor.

Universal in-ear monitor may be best for you if you don’t:

  • want to wait 10-15 business days to get your order
  • mind using Comply foam tips or SpinFit silicone tips
  • want to go visit your local audiologist for ear impressions

If you need guidance in which model may better suit your application please give us a call at 770-945-0065 or send us an email at sales@empireears.com and one of our professional consultants will be happy to guide you in the right direction.

In-ear monitors are very personal purchases and it can be difficult to make a decision without trying the product. All of our products have been tried and tested in the markets for which they’ve been designed to ensure the best performance out of every configuration we offer. If you need guidance in which model may better suit your application, please contact us at sales@empirears.com and one of our professional consultants will be happy to assist you.
Normally, they should last you about 3 to 5+ years depending on usage and care.

Please read the Empire User Guide before use. This will help you understand how to use and best care for your Empire in-ear monitors for many years of enjoyment.

Every in-ear monitor set sold will include the following accessories:

    • Quick start user guide
    • Empire Aegis case (Personalized Engraving for custom in-ear monitor orders)
    • Empire microfiber dust bag
    • Empire microfiber IEM pouch
    • Empire microfiber cleaning cloth
    • Double sided, IEM cleaning tool
    • Quick Start Guide

In addition, every Universal In-Ear monitor set will also receive:

  • Three sets of Comply T500 Foam Tips (S, M, L)
  • Three sets  of SpinFit CP100 Silicone Tips (SS, S, M, L)
All Empire custom in-ear monitors are warranted against manufacturer defects and workmanship for a period of 24 months from the original manufacture date and 12 months from the shipping date for universal in-ear monitors, whichever is later. Cables and accessories are not covered under the warranty.

Please visit ourFull Warranty Page for more information.

ORDERS

Custom Orders

The standard build time for a set of Empire in-ear monitors is approximately 15 business days from the time we received and accepted your ear impressions.

Custom Orders with Custom Artwork:

The standard build time for a set of Empire in-ear monitors is approximately 15 business days from the time we received and accepted your ear impressions.

We offer a “Rush” service at an additional cost that will expedite the build process to 5 business days from the time we receive your order and/or ear impressions. Once complete, a notification of shipment will be sent to the buyer’s provided e-mail address.
You should try to send in your ear impressions as soon as possible. Your order will be on hold until your impressions are received and accepted.

You should try to send in your custom artwork as soon as possible. Your order will be on hold until your artwork is received and approved by the Empire Ears art department.
We process ear impressions within 24 hours of arrival. Once processed in our lab your order cannot be cancelled. Please select and review your model and color options carefully before completing your purchase.
We will issue a refund for qualified universal in-ear monitors, if returned within 15 days from the date of shipment. Returns will be subject to a minimum of 20% restocking and processing fee less shipping costs.

All returns are subject to review and acceptance at the sole discretion of Empire Ears. Product must be in its original condition, with ALL original packaging, and in resalable condition. Please see our return policy for more details.

No returns on accessories.

Custom in-ear monitors are personalized orders made specifically for you and your ears. Therefore, they are not returnable or refundable. Please review and select the best model and customized options for you before proceeding with your purchase.
No. Our custom in-ear monitors were not engineered to be modular. Therefore, they are not “upgradeable” to different models.

Your custom in-ear monitors were built precisely to fit the unique shape of your ear depending on the driver set up for that particular model only. To change to a new model, we would need to make you new custom in-ear monitors built according to the driver set up of the new model and your ear.

No. We do not offer re-shell service for universal in-ear monitors.

SHIPPING & BILLING

Yes. We can ship our products to any country. Please be aware of local import taxes and duties of which you will be responsible for.

We also have a network of international distributors, please visit the Dealers page to see if there’s one close by!

All orders will be shipped to the customers billing address only. We verify each and every order with an address verification system. If you provide us with a shipping address that is not verifiable, or does not match your billing address, we will cancel your order. We reserve the right to hold and/or cancel your order if your address on PayPal has not been verified.
If you need an order shipped to a place other than your billing address, you’ll need to contact us ahead of time to provide us with the information necessary to verify that the address requested is an Authorized Shipping Address with your credit card company and that you are the authorized owner of the credit card.

Please note: If you do not contact us ahead of time to request a different shipping address, we reserve the right to ship directly to your billing address or cancel the order. Please understand that we enforce this policy to protect our customers against fraud.

OTHER

Ear impressions are exact physical casts of your ear. These will serve as the blueprint for our shell technicians to create your custom in-ear monitors. To have your own ear impressions done, you need to set an appointment with your local audiologist. The costs can range anywhere from $50 to $100 depending on the provider and geographic area. If you need assistance in finding a qualified provider please email us at support@empireears.com with your City, State, and Zip Code and we’ll be happy to find one for you!

The entire process takes approximately 5-10 minutes. Place your ear impressions in a sturdy box or container with a copy of your order and send them to us at:

Empire Ears
5600 Oakbrook Pkwy.
Suite 100
Norcross, GA 30093

Please keep in mind that complete, full-bodied ear impressions are essential to ensure the best fit possible. Familiarize yourself with our ear impression guidelines and provide them to your audiologist.

Check to see if your ear impressions meet the required guideline before you leave the audiologist’s office and before you send them in to us. Poor or incomplete ear impressions will not be accepted and your order will be placed on hold.

Print Impression Guideline Form to take with you to your audiologist appointment.
Click on the link below to download the form.

FOR MORE INFO VISIT OUR EAR IMPRESSION REQUIREMENTS PAGE

TROUBLE SHOOTING GUIDE


Empire Ears wants you to have the best experience possible when using our products. Though our Custom In-ear Monitors are uniquely molded to your ears, some fit issues may occur. If your Custom In-ear Monitors do not fit properly, you may experience loss of sound and perhaps some discomfort.

Before sending in your Custom In-ear Monitors for service, please follow the trouble shooting guide below to see if it can help resolve the problems for you first.

Step 1. Check sound port(s) for wax or debris

If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instructions to avoid damaging the sound port(s).

Step 2. Check cable connectors.

Make sure the connectors are installed correctly and securely into your right and left in-ear monitors. Please refer to the cable installation instructions in the User Guide for proper installation and removal instructions.

Step 1. Check sound port(s) for wax or debris

If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instructions to avoid damaging the sound port(s).

Step 2. Check cable connectors.

Make sure the connectors are installed correctly and securely into your right and left in-ear monitors. Please refer to the cable installation instructions in the User Guide for proper installation and removal instructions.

Step 1. Check sound port(s) for wax or debris

If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instruction to avoid damaging the sound port(s).

Step 2.   Loose fit problem.

To check if you have a loose fit problem, gently push your in-ear monitor in with your index finger to see if you can hear the bass. If you do, then you have a loose fit. You will need to send in your in-ear monitor to us to either repair or remake it for you.

Step 3. Dead or defective driver.

If your Custom In-ear Monitor fits correctly and properly in your ear but you still can’t hear the bass, then it’s possible that your low driver may be dead or defective, or has blown. You will need to send it in to Empire for service.

To make proper fit adjustments to your in-ear monitor, please use a sharpie to mark the area on your in-ear monitor that is causing you pain or discomfort. Then send it to us for proper fit adjustment or remake.

Do not send in your custom in-ear monitor for service without the Empire Repair Form.

Orders received without a repair form or with an incomplete repair form will not be processed.

Download the Repair Form Here.

 
Didn’t find what you were looking for? Contact us directly so we can find a solution for you today.

sales@empireears.comEmpire Ears Support Team