P L U S S O U N D

Frequently Asked Questions

Below are the most commonly asked questions we get from customers. Have a look on here and if none of these answer your question, feel free to reach us by visiting our "Contact" page.

Earphones
————————————
"What are the sound characteristics of each model?"
Spectrum offers a clean and balanced sound. Prism offers a warm with extended highs. Gamut offers a detailed sound with wide soundstaging and clarity. More information can be found in their dedicated page.

"Is there a left/right to the earphones?"
Our design allow you to insert into any ear, whether left or right. The included cable, on the other hard, determines the channel. Earphone with blue indicator will be the left side, and red for the right side.

"How is the cable used when worn?"
You can wear it downward or behind ear, depending on your preference.

"How does it compare to _____?"
We can't comment on others but we have tuned our earphones to perform excellent while sounding different with a unique design and included handcrafted cable.

Cables
————————————
"What is UP-OCC?"
UP-OCC, or Ultra-Pure Ohno Continuous Casting is a process of refining wires utilizing a heated mold for casting and extruding, with cooling taking place in a separate process. This leads to larger crystal size and increased purity of up to 99.99999% (or 7N). The benefits of UP-OCC include free from impurities as possible to prevent corrosion, flexibility and fatigue resistance while maintaining conductivity, rapid signal transmission, among others. By working with the best manufacturer of UP-OCC, we are pleased to provide the best quality wires on the market for custom cables.

"What kind of wires do you offer?"
We offer various different UPOCC wires ranging from copper to gold plated silver! Each wire has its own characteristics in sound and range, so we let our customers decide what they need and prefer, depending on their equipment. All wires are in type 6 litz configuration for optimal durability, flexibility, and quality.


"What are the different types of wires you offer?"
Currently, we are using Type 6 litz wires, which is similar to type 2 litz in features with bundles of twisted wires except with fiber material at the core of each bundle and one in the middle of overall wire. By utilizing the core, the wires would retain a round shape while staying on the surface of the conductor, reducing mechanical vibration in the process. It is more efficient, reduces electrical anomalies and keeps eddy current losses at minimum.

Also offering, next generation cables features newly modified Type 6 Litz with multiple shielding, dampening, and insulation on top for noise free environment offering the best clarity and resolution never before heard in previous custom cables.


All wires are proprietary and only available at PLUSSOUND.

"What can I do to get optimal results out of the cable?"
Here are a few tips to follow:

Installation = We provide an instruction card with every cable purchase. Read carefully and follow each step.

Burn-in = This is a process of exercising new audio equipment. Some may need 40 hours minimum to reach optimal performing state, but we recommend 100 hours to maximize its potential. This will result in the drastic improvement in sound.

Handle with care = The cable will work best when it is not heavily abused, tightly twisted/bent, and when they are connected/disconnected frequently from source. *IMPORTANT: User wear and tear will not be covered under warranty.*


"How does it compared to ___"
Out of respect for others, we do not comment, publicly or privately, on other products besides our own.

"Can you modify third party aftermarket cables?"
Yes we can, depending on the modification. Contact us with info regarding the product and what you wish to modify.

"Do you offer recabling services?"
Yes, we do. Visit our Headphone Cable page and click on Cable Upgrades/Changes to learn more.

Ordering
————————————
"What is the build/processing time for each product?"
Production time depends on amount of orders we received, along with repairs, dealers, and distributors. Each product has their own estimated build time located on the right side of the screen. Keep in mind that processing time differs from shipping time.

"I am overwhelmed with all the options available. Can you explain what each option means?"
For some series, you may find some of them having more options than others due to various factors (sleeving, number of wires, braiding, etc.). We have listed all the available options to make it easier for you to understand and making ordering faster.

Connector: The connectors you want on your custom cable for your In-Ear Monitors, headphones, or device(s). We have a compatibility list on the top of each "cables" page. You will see the company followed by the model the cables are compatible with. Select the company name of choice, unless specified.

Length: This option allows you to select the total length of the cable (plug to connector). You can select length up to 10 feet, however we are able to make shorter and longer cables (from 1 Feet to as long as 20 feet). You can contact us for pricing regarding lengths.

Wires: Select the wire/sound of choice. All of our wires are in transparent clear insulation, however you will also find some wires with different insulation colors and the option to combine two different wires and insulation colors for aesthetics and finding the ideal sound. If you have any trouble or need help with finding the sound that will best suit you, you can contact us.

Braid type: We offer different braid types depending on the series. All of them are for the most part straightforward. Round has a round appearance and is one of the most flexible. Flat has a flat appearance and is the smallest/thinnest braid. Semi-Round is a combination between round and flat with round top and flat bottom, Square braid has a square appearance and flexible.

Plug: Also known as termination, this is what you will be connecting your source with. We offer various (1/8",1/4") plugs, XLRs, RCAs, among others.

Lower Heatshrink: This is the heatshrink that is at the bottom of the cable.

Y-Splitter: This is the heat shrink tubing that is between the lower section and left/right split of the cable. Now offering y-splitters in cryo treated aluminum.

Slider: Also known as the chocker, it is the heat shrink (or aluminum) that is used to tighten up when worn for better fit and adjustability.

Left/Right Heatshrinks: Used to indicate the left or the right side on the connectors or you can match with the same color.

Lower Sleeving: This is the sleeving used from the bottom of the cable, up to the Y-splitter. Available in Black, Silver, and White. Option only available in Apollonian, Apollonian+, Echo, and Echo+ series.

Left/Right Sleeving: This is the sleeving used from the Y-Splitter, up to the connectors. We offer various 'noise reduction', nylon and techflex sleevings. Option only available in Dionysian, Echo, Echo+, LR, and LR+ Series.

Left/Right Braid: This is braid starting from the Y-Splitter, up to the connectors. We offer two types - Round, Flat, and Twist. Option only available in X6 and X8 series.


If any of this is still unclear, you can contact us for more information.

"Do you accept custom requests?"
Yes, we do. Contact us and let us know what you have in mind.

"What payment methods do you accept?"
We accept PayPal, credit card, money order, and wire transfer. When you checkout, you can select the option you like to pay. If it is not listed, let us know. For money order and wire transfer, instructions will be provided once order is received.

"Just placed an order and would like to make some changes. Is it possible?"
Yes you can, depending on the request(s). Also, requesting late in processing may cause delays and there may also be additional charges. Check with us to see what we can do.

"Do you have any dealers that I can audition your products at?"
Visit our Contact page to see our dealer list.

"We are looking to place a large order or group buy. Do you offer discounts?"
If you wish to become a dealer, contact us to discuss pricing.

"What is the current status of my order?"
Chances are that we are still processing or it has already been shipped. We notify once order has been received and once more with a reference number via PayPal when the order has been completed, so be sure to check your account or email for any possible missed notifications. Please allow the current processing time to pass before contacting us regarding status.

Amplifiers
————————————
"What is an amplifier?"
It is an electronic device that amplifies the power, voltage, or current of a signal. Strongly recommended for earphone and headphones that have high impedance and require additional power to drive.

"What can I expect?"
Better quality and detailed output sound. With our Cloud Nine amplifier, it will not only drive In-Ear Monitors, but it has the power to drive the most power-hungry headphones on the market. You can view the Cloud Nine page for more details.

"What is the sound characteristics of Cloud Nine?"
Fuller sound. Impactful bass. Wide soundstaging. Highly detailed. Better clarity. Among other improvements. Visit product page to read what reviewers and customers had to say about its sound quality!

"What type of 9V batteries can be used?"
We have tested several 9V batteries (Alkanine, NiMH, Lithium) to verify that it fit and work on the amplifier, and we are pleased to confirm that it will work with all 9V batteries, including the following brands: Duracell, Panasonic, Energizer, Royavac, Tenergy.

"Which 9V batteries works best with the amplifier?"
All 9V batteries work perfectly with the amplifier. If you are looking for long lasting battery life, you can purchase lithium batteries which will last you for 70+ hours (depending on mAh, gain, volume, etc.) and it will sound slightly better due to its lower resistance/impedance. On the other hand, rechargeable NIMH batteries are a great investment when using the amplifier with high impedance headphones. Alkanine are fantastic all-around when using on trips or away from home, providing great battery life. Precaution: Do not mix batteries. We suggest you use the same exact pair of batteries when in use for better sound and battery life.

"What is the best approach to save on 9V batteries?"
If you wish to keep it within a budget, we recommend investing in two pairs of 9V NiMH (rechargeable) batteries. Use one pair for the amplifier while the other pair is being charged. When one pair runs out of battery, switch them out for the fully charged pair.

"Is there a user manual available?"
Yes. You should receive a link to download file in your purchase receipt. If it is not available, contact us and we will provide it.

Third Party
————————————
"Whose products do you carry?"
We are currently an authorized dealer for Audeze headphones and accessories. If there is a Audeze related product you are interested in and is not listed on our website, let us know.

"Any plans to be an authorized dealer for ___?"
We will eventually add more third party products to our website in the future.

"What benefits are there for purchasing a third party product from PLUSSOUND?"
We offer our handcrafted headphone cable with every LCD purchase for FREE.

Shipping
————————————
"Do you ship to ___?"
We ship worldwide!

"What are your shipping policies and rates?"
We currently use United States Postal Service (USPS) to ship out all orders, domestic and international. Prices are flat rate for all products based on weight, size, packaging, etc.* Tracking will be given once order has been completed and/or shipped as proof of order completion and to track package (depending on shipping option selected). For international orders, we do our best to lower custom value within a certain amount; however, customers are responsible of any custom fees or charges that might occur during shipment. For avoiding delays/lost package, be sure to provide us with the correct (or preferred) mailing address at checkout. Please note that if the address provided is not correct and deemed lost/missent, we will not replace your order. Therefore, we recommend selecting shipping choice with FULL tracking.

* If you wish a different shipping service, contact us and we can discuss the options.

Rates:
Domestic (USA)
$5.00 for First Class Mail with FULL tracking (Delivery within 1 week)
$8.00 for Priority Mail with FULL tracking (Delivery within 1-3 business days)
$20.00 for Express Mail with FULL tracking (Delivery within next business day)

International (Canada)
$10.00 for First Class Mail to Canada with NO tracking (delivery within 3-5 weeks)
$25.00 for Priority Mail to Canada with NO tracking (delivery within 2 weeks)
$40.00 for Express Mail to Canada with FULL tracking (delivery within 1 week) [Recommended]

International (Rest of the World)
$10.00 for First Class Mail to Rest of the World with NO tracking (delivery within 3-5 weeks)
$35.00 for Priority Mail to Rest of the World with NO tracking (delivery within 2 weeks)
$60.00 for Express Mail to Worldwide with FULL tracking (delivery within 1 week) [Recommended]

* Shipping cost on third party products may vary.

Keep in mind: Shipping time are based on USPS estimations. International shipping may take longer than expected due to customs, holidays, among other factors. If order hasn't arrived within delivery time expected, contact us and we will do whatever we can to get your package in your door step as soon as possible.

"Why can't I track my order online?"
If you are ordering from outside USA, it will not track because you selected First Class or Priority Mail as your shipping option. Tracking information is only available with Express Mail shipments. You will receive Custom ID that allows viewing package acceptance and few tracking points in the US. However, tracking will stop once it arrives at customs for international shipment. If you receive reference number beginning with LC/LN/LJ, it means that your postal service will treat package as normal mail and will not be trackable by your post office. Those beginning with letters EU will have full tracking and frequent status updates.

"Is it possible to pick-up my order?"
We only allow pick-ups when we attend audio shows and meets. Place your order weeks in advance to ensure it will be ready to be picked up at the event. We will let everyone know when our next meet will be weeks in advance. Should we cancel our appearance or you are unable to make it at the last minute, we could send your order to you via USPS.


Warranty & Returns
————————————
"Do you offer returns?"
Custom cables: Due to the nature of made to order cables, all sales are final. Furthermore, processing starts immediately upon receiving order; therefore, changes cannot be made.

Earphones: We offer a
15 days (2 weeks) money back, minus 15% restocking/processing/handling fee. Shipping is not included in the refund, which means customers must pay full shipping to and from their location. Earphones and all accessories must be included and in like-new condition; otherwise, partial refund will only be given.

Amplifiers: We offer a
15 days (2 weeks) money back, minus 15% restocking/processing/handling fee. Shipping is not included in the refund, which means customers must pay full shipping to and from their location. Amplifier and all accessories must be included and in like-new condition; otherwise, partial refund will only be given.

Third Party:
All sales are final. Once order is being processed, changes to order cannot be made.

Accessories and DIY components:
All sales are final. Once order is being processed, changes to order cannot be made.

"Do you provide warranty?"
Custom cables: Comes with one year warranty. Under warranty, orders can only be replaced if it is defective and determined that customer is not at fault. User wear, tear, and modifications are not accepted. If determined as manufacturing fault, it can either be repaired or replaced with a new one free of charge at our discretion.

Earphones: Comes with one year warranty. Under warranty, we will cover parts, labor, and shipping, if defective. Any misuse and modifications done are not accepted and will void warranty. If determined as manufacturing fault, it can either be repaired or replaced, at our discretion. Customer is responsible to pay for shipping item back to PLUSSOUND.

Amplifiers: Comes with one year warranty. Under warranty, we will cover parts, labor, and shipping, if defective. Any misuse and modifications done are not accepted and will void warranty. If determined as manufacturing fault, it can either be repaired or replaced, at our discretion. Customer is responsible to pay for shipping item back to plusSound.

Third Party: Products sold through our website are subject to the respective manufacturer’s warranty.

Accessories/DIY: Replaced if damaged or defective during shipment within 5 business days. Contact us with the issue and send it back to have it taken care of. Once deadline has passed, it can no longer be replaced.

Note: We highly recommend you insure your product when shipping back as we are not responsible for lost or missent packages. More importantly, be sure to contact us before sending it back for further instructions.


"I damaged my ___. How much will it cost to fix?"
Our warranties on cables, earphones, and amplifiers will cover manufacturing faults free of charge, but not user wear and tear; therefore, repairs due to accidents or misuse can be performed for a nominal fee at our discretion, depending on the issue. We like to add that even after we perform a repair, the product, including the new part(s) will still be covered by warranty until it expires. If your product is out of the warranty period, there will be fees associated with repairs. We will let you know the costs beforehand, so contact us before proceeding to send it back.