FREQUENTLY ASKED QUESTIONS

Order Process

Where can I listen to JH Audio™ IEMs?

Demo units are available to listen to at any of our seven U.S. locations! You may also find an Authorized Dealer near you.

What is the typical turnaround time on a Custom Order?

The current estimated lead time for printed solid and transparent shells is 3 - 4 weeks once payment and impressions have been received. Rush options are available, please contact customerservice@jhaudio.com for more details.

The current estimated lead time for milled sets is 6 - 8 weeks once payment and impressions have been received. Please note that this is an estimated lead time, we cannot guarantee ship dates on any milled sets. Rush options are not available.

What colors are available for my earpieces?

Click here to view all of the color options in our IEM Designer.

What file types do you prefer for artwork?

Just about any file type will work, if you're talking our artists' language though, that would be a vector graphic (.eps, .ai file types). For everyone else, please make sure it's a high-resolution image, otherwise, it'll be difficult to get the best reproduction.

Where can I see examples of other peoples' artwork?

Check out our Facebook Page and our Instagram account.

How accurate are the colors/artwork in the 3D IEM Designer?

Colors displayed may differ from the final product. Final product may vary due to ear shape, size, and orientation. Any changes made due to these factors are at JH Audio's™ discretion. Orders are FINAL and will not be remade due to slight color variances.

What is an ambient vent?

An ambient vent is a small tube, which is placed in an earpiece to limit isolation. This allows the user to hear outside, "ambient" sounds. Typically, performers who do not wish to be completely cut off from their audiences request the ambient vent option. If you won't be taking the stage, we wouldn't recommend you go for this option — as it can drastically affect the sound quality of your earpieces.

Shipping

What shipping company do you use?

We use FedEx for domestic and worldwide shipments.

What about Customs, Duties, and Taxes?

The customs office of the destination country may impose customs fees, import duties, taxes, and other charges to your international order where applicable. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at the Destination Country Customs either our shipper FedEx or the Customs office will contact you directly to arrange for the payment of any charges that may be due. In some circumstances, FedEx is required to pay certain duties and taxes in advance, on a customer's behalf.

For instance, FedEx may pay an advance fee when countries require that duties and taxes be paid prior to Customs release or prior to certain items clearing customs. In these instances, FedEx will assess an Advancement Fee surcharge that will be billed to the party designated to pay duties and taxes. Please be advised that Jerry Harvey Audio LLC™ has no control over these charges. The actual amount charged by customs may differ for each country.

Please contact your local Customs office for further details.

What about Customs, Duties, and Taxes on REPAIRS?

International shipments are subject to import duties and taxes (VAT). To avoid these additional charges when shipping International repairs to Jerry Harvey Audio, LLC™, a Foreign Shipper’s Declaration Form must be filled out and sent with the package. Jerry Harvey Audio, LLC™ reserves the right to charge you for any fees incurred at the time of package receipt due to failure of proper return procedures.

Maintenance & Care

Attention: Effective July 31, 2023

-JH Audio™ will no longer offer repair services on sets 5 years and older. We have switched to 3D printed and milled shells, unfortunately, we are no longer able to match the materials or colors used on those sets. Sets 5 years and older can still be sent in for cleaning and testing, a $50 fee will apply.

-We will no longer offer socket upgrades on existing shells due to updated production methods.

How should I clean my earpieces?

To clean your IEM, wipe the shells with a damp cloth or antiseptic wipe. Do not put liquid into the canal, as this may cause the audio to shut off (Note: sweat may also clog the acoustic damper, but normally, the audio will come back when the damper dries). Use the wax tool provided to remove excess wax from the canals, hold the earpiece with the canals toward the floor (let gravity help you out), being careful to pull the wax out and not to push the wax into the canal, which can affect sound quality and IEM operation.

If you have wax that you cannot remove, visit our Repair and Warranty Page to create an RMA, then send the earpieces to us and we will remove it. Fees apply.

Please note that if your IEMs are out of warranty, an automatic $50 charge will apply for intake, processing, and cleaning. Additional fees may apply.

Why is my clear cable turning green?

Over time, perspiration and body oil may oxidize and turn your cable green. This is purely a cosmetic change and does not affect the audio quality of the cable. You can always order a new cable from the Accessories section if you like! We upgraded our cables in 2018 to higher quality materials that will not oxidize.

What if my earpieces are defective?

It's highly unlikely - we build these things to last! - but it could happen. That's why we offer a one-year parts and labor warranty on all earpieces. This warranty covers the earpieces only (Sorry, cables, sockets, and accessories are not included). Fill out the Warranty/Repair Form and ship your IEMs back to us. The customer is responsible for shipping costs to our lab, but after we make the fixes we'll return your IEMs to you on our dime via FedEx Express Saver or FedEx International Economy.

What if I break my earpieces somehow?

Don't worry, we can help! If your IEMs are under warranty, just fill out the Warranty/Repair Form and ship your IEMs back to us. We will assess the damage and provide you with a quote for repair. If your damage is severe and you end up needing a shell replacement, please note that this falls under the standard production turnaround time of approximately 20 business days. You'll be responsible for the shipping costs each way.

We do not offer shell replacements on out-of-warranty sets. Depending on the extent of the damage, a new set may need to be purchased. Please contact our service department at service@jhaudio.com for more information.

What if my earpieces need a refit?

We create each set of IEMs directly from your ear impressions. Make sure that your ear impressions are made exactly as requested to ensure proper fit. Spend some time with your IEMs, but if you feel you need a refit, visit our Service and Repair page.

My earpieces are uncomfortable. What do I do?

Keep wearing them, especially if you are new to custom IEMs. If they feel tight, your ear will expand to accommodate the IEMs. It's totally normal. (If you experience pain, discontinue wear.) After a couple of days, if they still don't seem right, go ahead and send your IEMs into our lab. Before you send it in, make sure to fill out our Warranty/Repair Form so we know what's up when it arrives! Also, please use a marker to pinpoint the area on the IEM where the pressure occurs. (This will allow our lab to adjust your fit exactly where you need it.) Then, send it into us!

What if there is no sound coming from one or both of my IEMS?

One reason for lack of sound could be a wax build-up in the IEM. If you cannot reach the wax while cleaning with your wax tool, please send it in for a deep cleaning by our lab. When wax builds up that deep inside the IEM it must be thoroughly cleaned by our technicians. There is a $50 for a Clean and Test due to wax, so maintain your set by cleaning your IEMs after each use! It also wouldn't hurt to get those ears cleaned regularly if you notice this is a recurring problem. Not a waxy person? A bad cable could be the culprit. Try switching the cable terminations from right to left and vice versa to see if that makes any difference. You can also try attaching a new cable. If you find the cable is the problem, there is no need to send your IEM in, simply go to Accessories and purchase a new cable.

Where's the bass?

Sometimes this is a fit issue. Gently, press the IEM deeper into your ear. If the bass returns, you probably have a seal issue and need a refit. Within 30 days there is no charge for this service. After 30 days there is a $50 refit fee. Either way, fill out the Warranty/Repair Form to let us know it's coming, and then send it in!

Will sweat hurt the IEMs?

Our IEMs are made to dodge sweat, due to the length of the canal inside your ears. The IEM concept was originally for musicians, who sweat a lot. That being said, when sweating, don't take them out and put them in repeatedly because the sweat from the outside of your head could get inside the end of the canal and will shut off until the dampers dry out. If they don't come back after a while, there could be another issue at hand.

More questions? Contact our team for assistance!