FAQ – Frequently Asked Questions


ARE THERE ANY DELAYS RESULTING FROM COVID-19?
– There is heavy transport restrictions currently is place. Medical supplies and essential items are prioritized for delivery giving all non-essential items a longer delivery time. Instead of the average 5-15 day delivery time, we are expecting packages to have a delivery time of up to 30 days. These are big delays and we are sorry for the inconvenience.

WHY ARE MY EARPHONES ARE NOT PAIRING/ONLY ONE EARPHONE WORKS?
– If your earphones are not pairing to your phone

1. Place both earphones back into the charging case, close the case, and wait 15 seconds.

2. If you have paired your earphones with your phone in the past, go to your bluetooth settings and delete the earphones from the bluetooth list.

3. Make sure your phone is unlocked.

4. PodStation – Press the button on the charging case, a light will illuminate on the charging case, this preps the earphones for pairing. Please wait up to 10 seconds and a pop up will appear on your phone, follow the instructions on your phone. Earphones will be paired to the device.

PodStationPro – Press the button on the charging case, this preps the earphones for pairing. Open the charging case lid. Please wait up to 10 seconds and a pop up will appear on your phone. Follow the instructions. Earphones will be paired to the device. DUE TO THE SPECIAL DESIGN OF THE PodStationPro, A LIGHT WILL NOT BE VISIBLE DURING PAIRING AND WHILE THE CHARGING CASE IS CHARGING.

5. If the above steps do not work, repeat steps 1 through 3. Open case lid and remove both earphones. After doing so, the pairing screen will pop up on your phone. Press connect and the earphones will successfully pair.

ARE THESE REAL?
– Yes, these are a product of PodStation.

ARE MY PAYMENTS SECURE?
– In order to guarantee total security during your transactions, we work with partners recognized worldwide for their secure online payment methods.

WHAT ARE THE DELIVERY TIMES?
-All packages are shipped from our warehouses in Asia,USA,Australia – delivery times will vary based on your proximity to the city. Typical shipping windows are:

United States: 3-10 business days*

International shipping: 10-15 business days

*P.S.S Due to the high volume, our current warehouse processing time is 1-5 business days, depending on the item you ordered

I LIVE ABROAD, CAN I ORDER FROM YOU?
– Yes, absolutely, we ensure delivery worldwide.

DO YOU PROVIDE PACKAGE TRACKING INFORMATION?
– We provide tracking as soon as possible. Please allow up to 3 days for tracking to update from the carrier. If you have not received a tracking number within 3 days of shipment, please contact us.

WHY HASN’T MY TRACKING INFORMATION BEEN UPDATED?
– In some cases, your tracking information may have a delay. Please allow up to 3 business days for tracking update upon shipment. Please allow up to a week for a tracking update if your tracking information does not show any new information during transit. It is known for some orders to not have a tracking update for a few days and suddenly shows as delivered.

MY PACKAGE SHOWS DELIVERED BUT I DON’T HAVE MY PACKAGE
– Sometimes the carrier will scan your package as delivered when they are offloading a delivery truck at your local post office. Although confusing, your order is still being processed and will be delivered soon.

ARE YOUR PRODUCTS QUALITY?
– Our wireless earphones are made my materials selected by us for their superior manufacturing qualities and are built for everyday use.

DO YOU HAVE A REFUND POLICY?
Yes,You have 30 calendar days from the date you received your order in order to qualify for a return..

If you are to drop them and they break, we cannot offer you any exchange or refund.

If you are unhappy with your order, we encourage you to contact us directly so that we may resolve your issue.

WHY IS MY EARPHONES/CHARGING CASE NOT CHARGING?
– Due to certain iOS versions, your earphones and charging case might not show the correct battery percentage on the pop up screen. Rest assured, your earphones and charging case will charge just fine. For PodStation, a flashing light on the case indicates it is taking a charge. A solid light indicates a full charge. For PodStationPro, no light is visible due to design and will be fully charged in 90 minutes if case is fully discharged.

Please verify the charging cables being used are not damaged. Please try another charging cable if problem persists.

MISSING SOME ITEMS FROM MY ORDER, WHAT’S GOING ON?
– For logistical reasons, our products are shipped separately depending on your order type. If it contains for example items from two different warehouses, there will be two deliveries ( entirely at our expense ). The rest of the order will certainly arrive shortly  and we will send you a replacement item within a reduced time.

I RECEIVED A DAMAGED ITEM. WHAT CAN I DO?
– We are sorry to hear that. Just send us a clear picture of the damaged item in question to the email address: [email protected] and we will send you a replacement item or refund.