FAQs

WHAT IS THE CURRENT BUILD TIME FOR A SET OF HISENIOR IEMs?

Est Build Time (CIEM): 3-4Weeks

Est Build Time(Custom DESIGN UIEM): 2-3Weeks

Note: Time is counted from the receipt of physical/3D impressions in our lab

          Build time for premium models need additional 1-2weeks , for accurate lead time, please email or message HISENIOR CUSTOMER SUPPORT

WHAT DESIGNS ARE AVAILABLE FOR HISENIOR CIEM/CUSTOM DESIGN UIEM?

Click here to find the latest Shell/Faceplate designs

WHAT TYPES MATERIALS AND DRIVERS USED IN HISENIOR CIEMs/UIEMs?

-Shell: Allergy free RESIN

-Faceplate: RESIN,carbon fiber, wood, sparkle, starry...

- Drivers: Masterfully Tuned Knowles or Sonion music Balanced Armature, electrostatic Drivers,Hisenior custom dynamic drivers 9.5mm/10mm etc

CAN YOU MAKE MY UNIVERSAL INTO A CUSTOM OR MY CUSTOM INTO A UNIVERSAL?

The reshell service for Hisenior IEMs are supported, please contact with Our custom service and confirm the cost, design details etc first before the reshell. However, the reshell for the IEMs not from Hisenior is not supported.

WHAT ABOUT CUSTOMS DUTIES, VAT, AND TAX?

The prices of our products are exclusive of any duties, VAT, or tax. The receiver is expected to cover these charges in the event they are assessed. If need our help or suggest, please contact with our Customer service by mail or messenger.

WHAT SHIPPING CARRIERS DO YOU USE FOR IEMs SHIPPING?

We provide free shipping worldwide and ship our IEMs via YANWEN Logistics, CHINA POST REGISTERED AIRMAIL/ EUB / FEDEX/ EMS/ DHL etc, which is flexible according to different Hisenior in-ear monitors and different countries. 

HOW DO I ORDER BOTH AN ACCESSORY AND A IEM/CIEM?

Add IEMs and accessories to your cart and check out together at your own convenience.

WHAT ARE EAR MOLD IMPRESSIONS?

Ear mold impressions are the interior and exterior of your ear! They are an essential part of the CIEM build process and they can be obtained by visiting your local audiologist. Check out how to make a qualified ear impression for CIEM, please visit here

WHERE DO I SEND MY PHYSICAL IMPRESSIONS?

3D ear impression: please contact Hisenior FB/IG/X or email support@hisenior-iem.com. For physical ear Impression should be mailed to Hisenior lab: NO.6 SHUANGJING Lu, CHENGHUA Qu, CHENGDU, SICHUAN, CHINA 610083. 

Please contact us before you arrange the shipping

CAN I SEND MY CURRENT CIEMs IN AS OPPOSED TO EAR MOLD IMPRESSIONS?

NO! Because it will influence the fitting accuracy, please make new ear impression.

I HAVE BEEN NOTIFIED MY IMPRESSIONS HAVE BEEN RECEIVED AT THE HISENIOR LAB AND HAVE CONFIRMED MY ORDER WITH CUSTOMER SERVICE, WHEN WILL I GET CONTACT AGAIN?

We will contact with you again by mail and send you the photos of your finsihed CIEM for approval. 

WHAT IS THE REFIT POLICY FOR CIEMs?

If you are experiencing discomfort issues and report them within thirty (30) days of receipt of the finished CIEM, we will refit the CIEM for free. The shipping charges from your address to Hisenior lab should be prepaid by yourself, our Hisenior arrange shipping and will pay for the freight from lab to your address after the refit be finished.

MY CIEMS NEED TO BE ADJUSTED, BUT INSTEAD OF PURSUING A REFIT WOULD IT BE POSSIBLE TO EXCHANGE THEM FOR AN EQUIVALENT UNIVERSAL IEM?

100% NOT because CIEMs are special custom made-to-order product, Refunds, exchanges or returns are not accepted. Please carefully think it before you start to custom the CIEM from Hisenior.

WHAT KIND OF WARRANTY DOES THE HISENIOR OFFER?

All Hisenior CIEMs carry a two-year limited warranty  and 1-year-limited warranty for UIEMs that protects the user against any defects in build quality and craftsmanship.

WHAT TYPES SOCKETS USED FOR HISENIOR IEMs?

MMCX/ Basic 0.78mm 2Pins / Recessed 0.78mm 2Pins

WHAT TYPE CABLES USED FOR HISENIOR IEMs?

Click HERE to know more about Hisenior premium cable

What IS THE DIFFERENCE BETWEEN CUSTOM AND UNIVERSAL IN-EAR MONITORS?

Custom in-ear monitors are specifically made to the shape of your ear and are cosmetically customizable. Universal-fit monitors fit to anyone’s ear using various foam and silicone ear tips to fit different size ears and support custom design too by #HiseniorCustomDesignService.  Click HERE to check the new arrival custom shell faceplate.

I'VE NEVER WORN CUSTOM IN-EAR MONITORS, HOW DO THEY FEEL?

If you've never worn custom earphones, it may take a little while for your ear to get used to it. Just give your ears a little time to get used to them and you'll forget that you have them in. If you have any ear-fitting problems, welcome email support@hisenior-iem.com or message us online for official support.

WHO IS AUDIOLOGIST?

An audiologist is a professional who diagnoses and treats hearing and balance problems.They are trained and can help to take deep ear impressions for custom in-ear monitors. You can take your ear impression too from hearing aid center or trained impression takers too.  

Note: All service fees are paid directly to the audiologist and cannot be billed to Hisenior

Can I GET MY EAR IMPRESSION SENT BACK?

If it is not specially required,  the impressions will not be sent back but will be kept in our warehouse.

HOW LONG DO YOU MAKE THE CANAL ON YOUR CUSTOM IN EAR MONITORS?

The canal length of our custom in ear monitors go right up to the second bend of the ear canal. We need the impressions to go past the second bend so we know the thickness and angle of the tip of the IEM. We make them as long as possible to ensure a consistent and accurate sound without causing discomfort to ear canal. To learn more about the ear impression, please click here

WHAT MATERIALS HISENIOR'S Custom In-Ear Monitors MADE OF?

Shells are made of allergy free resin

faceplate customized with different colored resin, wood, carbon fiber,abalone... etc