FAQs
How do I get a custom product from the internet?
Its actually a very simple process. You place your order, we send you a free impression kit, you send us your impressions back, and when they're done we send you your final product.
How long does it take?
It usually takes 10-14 business days, but can vary depending on how quickly you return your impressions to us.
Can I return my custom earbuds? What if they don’t fit?
No, there are no returns on custom products simply because they are custom to you only. If they do not fit we will resize your impressions based on what you tell us and mold you another set free of charge. This remold is only offered once, but rarely are there any problems with the first mold.
Do they last a long time?
Yes! They last an incredibly long time. A properly taken care of shell or driver can last more than 10 years without needing replacement.
Do you ship internationally?
Yes, we do ship internationally, but some restrictions may apply. Please contact us if you have any further questions regarding international shipping.
Is there a difference between custom shells and custom drivers?
Yes, there is a big difference. What we refer to as shells are custom shaped moldings of your ear that are hollow to accept third party headphones or Bluetooth pieces. Drivers are actual custom earbuds with the speaker completely enclosed inside of the mold.
Can I change the order of a custom product once the order is placed?
No, once the order for a custom product is placed we cannot make any changes to the order. An exception to this rule is if we have not received your impressions yet.
How do I take my own impressions?
Check out our video instruction page to learn how.
How much do the impression kits cost?
Nothing! The impression kit is FREE! But to ensure our syringes are returned there will be a ten dollar deposit which is returned to you once we receive the syringe.
What do you do with my impressions once you’re done?
They are yours! We send your impressions back to you for future orders. We do not warehouse them.
Can I get the custom ear molds in different colors?
Yes, our custom earmolds can be almost any color or color combination with our Color Swirl (Color Swirl only available for silicone). Also, don't forget to ask about our translucent color options as well as our metallic, glitter, and clear options.
Do you offer hypo-allergenic materials?
Yes, we offer hypo-allergenic materials with all of our custom products. They can be made to meet your specific requirements.
I’ve had surgery on my ear, can I still do home impressions?
If you have had surgery on your ear it is recommended that you let a professional take your impressions to ensure your safety. We recommend visiting your local audiologist for further information.
What methods of payment do you accept?
We gladly accept MasterCard, Visa, American Express, Discover, and PayPal.
Do my new custom earbuds have a warranty?
Yes, the best in the industry!! We offer a 90 day fit, 1-year material/hardware warranty on all of our custom products, with the exception of reshells (see below).
What does the limited reshell warranty cover?
On all reshells, the limited warranty only covers craftsmanship and instructed use of the reshell. We reserve the right to repair a reshell at our discretion. The warranty does not cover the original components, any damage from improper use, unauthorized repair, service/modification performed by anyone other than Kozee, water damage, or any other reason outside of our control.
