Frequently Asked Questions
Everything you need to know about the product and billing. Can’t find the answer you’re looking for? Please chat to our friendly team.
Ear Impressions
Please follow these steps to send them to us:
1. Ensure you have the order detail that was provided when you placed your order on our website.
2. Place the ear impressions in a zip-lock or grip bag to protect them during transit.
3. Put the bagged impressions into a Jiffy bag or padded envelope. This extra layer of protection helps prevent any damage to the impressions during shipping.
4. Mail the package to the following address:
earLAB, 132 Burnley Street, Richmond, VIC 3121
If you have any further questions or require assistance, please feel free to contact our customer service team at orders@acscustom.com.au. We're here to help!
Please be aware that some impression takers may have restrictions when it comes to taking ear impressions for individuals under the age of 18. We recommend verifying with your chosen impression taker whether they are qualified and authorised to take impressions for minors.
Since regulations and requirements can vary among impression takers, it's essential to communicate directly with the impression provider you intend to use. They can provide specific information about their age-related policies and ensure that the process complies with any applicable legal and safety standards for minors.
An audiologists or Ear Impression specialist aim to create precise and comfortable ear impressions for your custom-fit earplugs or in-ear monitors. While many ear piercings won't pose an issue, there are a few that audiologists may recommend removing before taking impressions. These include:
Daith / Rook / Conch / Snug
In some cases, your audiologist may also request the removal of a Tragus piercing, depending on their preferences and the specific requirements of your impressions. It's important to note that if a piercing is taped during the impression process, it may result in an incomplete impression.
For IEM (In-Ear Monitor) wearers, piercings around the concha bowl area, such as Daith and Tragus, may have more pronounced effects. Other piercings are typically located outside the canal-style mould area and usually do not interfere with the impression process.
If you have any of these piercings or unique jewellery in them, please inform your audiologist so they can make any necessary adjustments to ensure your custom earplugs or in-ear monitors fit comfortably and securely.
If you are in Melbourne you can book an impression taking appointment directly with earLAB.
In any case once we receive your order we will get in touch to discuss your options for getting your impressions done and suggest locations close to you.
Products
While your custom product is designed to provide lasting comfort and performance, it's important to note that we recommend updating your ear impressions every 4 years. This recommendation is based on the natural changes that can occur in the shape of your ear canals over time. By ensuring that your ear impressions are up to date, you can continue to enjoy the optimal fit, comfort, and effectiveness of your custom earplugs or in-ear monitors. Your satisfaction and well-being remain our top priorities, and we are committed to providing you with products that stand the test of time and evolving needs.
Our custom-made earplugs are crafted using high-quality materials to prioritise comfort and safety for our customers. These earplugs are primarily constructed from 40 Shore Medical Grade Silicone, which is known for its hypoallergenic properties. This material is gentle on the skin and suitable for most individuals, even those with sensitive skin or allergies.
Additionally, our earplugs are finished with a layer of lacquer to enhance durability and overall performance. The combination of medical-grade silicone and the lacquer finish ensures that our earplugs are comfortable, effective, and safe to wear for extended periods.
If you have specific concerns about allergies or sensitivities, please consult with your healthcare provider or an allergy specialist. They can provide personalised guidance based on your unique needs and medical history.
ACS Earplugs are certified hearing protection designed to safeguard your ears from hearing damage, including conditions like tinnitus. By reducing the volume of external loud noises, ACS Earplugs offer instant relief and contribute to preventing hearing issues. However, it's essential to note that they do not reduce internal sounds such as ringing ears. ACS Earplugs are not a cure for pre-existing medical conditions, but they play a crucial role in proactive hearing conservation.
Our hearing protection plugs, including the Pro Series, Swim Plugs, SleepSound, and Total Block, are safe to use during MRI (Magnetic Resonance Imaging) scans. They do not contain any metal components that could interfere with the scanning process or cause discomfort.
However, it's important to note that our In-Ear Monitors (IEMs) should not be used during MRI scans. IEMs typically contain delicate electronic components that can be adversely affected by the strong magnetic fields generated by MRI machines. To ensure your safety and the proper functioning of your IEMs, it's essential to remove them before undergoing an MRI scan.
If you have any specific concerns or questions about using our products in medical settings, please don't hesitate to reach out to our customer service team for further guidance and assistance. Your safety and comfort are our top priorities.
We understand that issues can arise even after your warranty has expired. For ACS IEM models currently supported, we offer repair services to ensure that you can continue enjoying your custom in-ear monitors. Please note that while we can repair most models, there are certain older models that may not be repairable due to changes in components and production methods over time.
If you find yourself facing such a situation, simply send your IEMs to our Banbury office along with a covering note detailing your contact information and describing the problem you're experiencing. Our dedicated team will assess the issue and provide you with a repair or replacement quote within a few days.
At ACS, we're committed to keeping your listening experience top-notch, even if your equipment requires attention beyond the warranty period.
If you're looking for an undisturbed night's sleep, the ACS SleepSound is the perfect choice. Developed initially for shift workers requiring daytime sleep, these earplugs have proven effective in reducing noise levels, including partners' snoring and loud sleeping environments. Voted the best earplugs for sleeping by The Telegraph, ACS SleepSound provides a comfortable and noise-free sleeping experience while providing approximately 25-27dB reduction of ambient noise
Selecting the right PRO filter is vital for obtaining the optimal balance between hearing protection and sound fidelity. Here's a general guideline to help you choose:
Pro10: Ideal for acoustic musicians and small ensembles. Provides subtle protection in everyday environments
Pro15: Perfect for orchestral musicians seeking precision hearing protection.
Pro17: Recommended for DJs, vocalists, amplified instrument players, sound engineers, gig-goers, and club enthusiasts.
Pro20: Offers extra high-frequency protection, making it an excellent choice for drummers.
Pro26: Suited for venue staff and individuals exposed to prolonged high noise levels, even in industrial settings
Pro27: Best for motorcyclists and motorsport enthusiasts. Features a thinner sound tube on the mould to reduce wind noise under a helmet.
Pro31: Best for people working in high noise environments looking for Class 5 hearing protection.
Remember, our team is here to assist you in making the best choice for your specific needs. Your hearing health is our priority.
Grips and cord are optional features that can enhance the functionality of your custom earplugs. Grips are additional sections of silicone added to the earplugs, designed to facilitate easy insertion and removal. On the other hand, cording refers to a detachable neck cord that can be fitted to your earplugs, ensuring they stay conveniently accessible when not in use. These customisation options can be added to your order to create earplugs that perfectly suit your preferences and lifestyle.
Certainly! We offer the option to order single-sided items to suit your preferences. You can easily place your order for single-sided products through our website. Alternatively, if you prefer personalised assistance, our dedicated customer service team is here to help.
Orders
We stand behind the quality and performance of all our products, and to demonstrate our commitment to your satisfaction, we offer comprehensive warranties. For all our products, you'll receive a 12-month warranty that covers any build and component defects. Additionally, our custom products are backed by a 60-day fit warranty, ensuring your comfort and a proper fit. In situations where filters are applicable, we provide a 60-day filter exchange warranty. We believe in the durability and excellence of our offerings, and we're here to address any concerns that may arise during your warranty period. For a complete overview of our warranty policies, please refer to our Warranty page. Your peace of mind matters to us, and we're dedicated to delivering products that consistently meet and exceed your expectations.
If you've purchased a custom product from us, it's important to note that we require impressions of your ears to craft your order. After placing your order online, we will contact you via email to discuss your options for getting an impression done if you are not an existing customer with impression on file. It's crucial to understand that we cannot proceed with creating a custom fit product without accurate ear impressions.
Upon receipt of your ear impressions, our crafting process typically takes around 20 working days for Pro Custom Earplugs and 5-6 Weeks for Custom In Ear Monitors. Please note that this timeframe is subject to daily variations based on our ongoing production load and may occasionally extend beyond the indicated duration. Your understanding is appreciated as we prioritise delivering top-notch quality while accommodating order volumes.