Support
Frequently Asked Questions
General
What credit cards and other payment methods do you accept?
We accept Mastercard, Visa, Visa-Debit, as well as Paypal, GooglePay and ApplePay.
Do you offer payment plans?
Yes! We have partnered with Afterpay to offer a financing option.
Afterpay allows you to buy now and pay later. With Afterpay, your purchase will be split into 4 payments, payable every 2 weeks. Simply choose Afterpay as your payment method at checkout. First-time customers will need to create an Afterpay account (with instant approval decision) and returning customers will simply log in to make their purchase. For online orders, the goods will be shipped to you by the retailer after checkout. It’s that easy!
Please Note: Afterpay does not approve 100% of orders and are committed to supporting responsible spending. For more information please see AfterPay Instalment Agreement and AfterPay Terms.
What is your warranty?
We are proud to offer a 2-year manufacturer’s defect warranty on the Unity IEMs. If, within two years of purchase, you discover a manufacturer’s defect that affects the functionality of your product, we will repair or replace it free of charge. Please note, the warranty specifically covers monitors and does not extend to accessories (cables, cases, and tips) purchased separately or as part of a package. For accessories, there's a 90-day return policy in case of any issues.
To be eligible for this warranty, the product must have been used for its intended purpose and not subjected to misuse, abuse, or accidental damage. Any modifications to the product by the customer will void this warranty.
To initiate a warranty claim, please contact our customer service team with your original order number and a detailed description of the issue. We may request additional information or photographs to assist in the evaluation of your claim.
Once the claim is approved, we will arrange for the repair or replacement of the product at no cost to you. If the product is no longer available or repairable, we will issue an equivalent product or a refund.
Please note that the warranty does not cover normal wear and tear or cosmetic damage. Issues arising from wax and/or moisture do not constitute normal wear and tear and are not covered under warranty.
Ensure proper maintenance, cleaning, and care to avoid damage or malfunction from wax and moisture. Some common problems arising from wax and moisture can include distortion, loss of signal from one or both sides, an imbalance of signal from side-to-side, or intermittent signal. Be sure to clean out wax buildup in the canal on a regular basis using the cleaning tool provided. Wipe excess moisture from the outside of the shell after each use, and allow your IEMs to dry out for 15-30 minutes before placing in the sealed case to expel internal moisture.
This warranty is non-transferable and applies only to the original purchaser of the product. We stand behind the quality of our products and are committed to providing excellent customer service. If you have any questions or concerns about our warranty policy, please do not hesitate to contact us.
Product
Do you offer a trial period for the IEMs?
Absolutely, you can try Unity IEMs risk-free for 90 days! If you're not loving them, send them back for a full refund, no questions asked.
My IEMs don’t seem to be fitting properly – what can I do?
We recommend you start by trying all available tips included with your purchase and checking out this video of best practices for inserting the IEM into your ear. If you're still having troubles, shoot us an email below and we'll get you sorted.
Do these really fit as well as a custom IEM?
Absolutely. Once you’ve found the right tips for you, and they’ve been properly inserted into your ear, you should find little to no difference between the isolation created by custom-fit IEMs and Unity Universal IEMs. If this is not your experience, reference the fit-related question above. Also, don’t hesitate to reach out to us at support@plungeaudio.com with any questions.
Does it matter how many drivers the IEMs have?
We let go of the driver count game years ago when we realized it wasn’t always beneficial and often detrimental to many aspects of the design, both sonically and physically. Duplicating drivers often leads to diminishing clarity and separation, decreasing soundstage, and a high demand on the size of the shell, affecting premium, custom-like fit.
Instead of creating headroom via duplicating drivers, we opted for eliminating tubes and dampers, bringing acoustic impedance near zero. This also allowed for ultimate clarity and separation in the sonic performance. We do not market IEMs based on any driver count; a properly tuned single driver can easily outperform a poorly designed 18-driver scenario.
What is the general sonic profile I can expect from Unity IEMs?
Unity IEMs replicate any frequencies that are fed into it, so you’ll have no problem crafting the sound you want for your ideal live-performance experience. If that means tons of low-end or really extended high end, the Unity IEMs can take you there. However, we’ve created a sonic signature for out-of-the-box use that is nothing short of astounding.
You’ll experience the widest soundstage available with a remarkable level of detail that never gets harsh, has an ultra-punchy low-end with quick transients, and mids that speak in all the right places to ensure you hear exactly what you need without experiencing fatigue in any one range across the spectrum.
We pride ourselves on having found the ultra-thin line between a studio-reference level presentation and an actually enjoyable listening experience that you’ll want to take in with all your music, in any given setting. We refuse to colour the sound on any point of the spectrum, so you can enjoy music exactly as the work of art it is intended to be.
Can a local audiologist or other manufacturer service my IEMs?
No, service can only be performed by Plunge Audio. Any unauthorized service, repairs, or adjustments to your IEMs voids the warranty and may require a product replacement at a cost to the customer.
Shipping & Returns
What is your return policy?
We stand behind our products and want you to be completely in love with your Unity IEMs. If for any reason you are not 100% satisfied, you may return the IEMs within 90 days after delivery. We offer either an identical replacement or a full refund – your choice. We will never charge any restocking fees.
Please note: we do not credit the original shipping charges paid when placing your order, and the return shipping cost will be the responsibility of the customer.
If you received a damaged or defective product, or if we made a mistake with your order, we will cover the cost of shipping for both the return and replacement order.
Please ensure that any returns include the original packaging plus the full contents of the original order. If you have any questions or concerns, don’t hesitate to contact us.
How do I initiate a return?
To initiate a return, please email us at support@plungeaudio.com or use the contact form below. Please include your name, contact information, and invoice number or date of purchase for a quick and accurate refund process. A member of our team will be in touch with next steps.
How much is shipping?
Shipping rates vary depending on your location and preferred delivery time. For a shipping estimate, simply add the item you want to buy to your cart and utilize the shipping estimator available on the cart page. It'll give you a rough idea of what to expect based on where you're located without having to go through the whole checkout process.
Do you ship internationally?
Yes, we ship worldwide! Please note, that international orders (outside of Canada) may be subject to import duties and taxes, including VAT, upon reaching your destination country. Kindly note that these charges, if applied, are the responsibility of the customer and not Plunge Audio.
How long will it take to pack my order?
We require 1-2 business days for order processing once your confirmation email is received.
How long will shipping take?
Whether you're ordering locally or internationally, we've got you covered with trackable shipping via Canada Post. Shipping rates and delivery times vary depending on your location – simply select your preferred option at checkout.
My package hasn't arrived yet, what do I do?
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at support@plungeaudio.com with your name and order number, and we will happily look into it for you.
Contact Us
Chat with an expert
Whether it's a question, a suggestion, or you just want to say hello, we're all ears! Use the form below to drop us a line and a member of our team will get back to you within 24 hours.