Empire Ears wants you to have the best experience possible when using our products. Though our Custom In-ear Monitors are uniquely molded to your ears, some fit issues may occur. If your Custom In-ear Monitors do not fit properly, you may experience loss of sound and perhaps some discomfort.

Before sending in your Custom In-ear Monitors for service, please follow the trouble shooting guide below to see if it can help resolve the problems for you first.

Sound Cutting In & Out 

Step 1. Check sound port(s) for wax or debris
If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instructions to avoid damaging the sound port(s).

Step 2. Check cable connectors.

Make sure the connectors are installed correctly and securely into your right and left in-ear monitors. Please refer to the cable installation instructions in the User Guide for proper installation and removal instructions.

Dead | No Sound

Step 1. Check sound port(s) for wax or debris
If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instructions to avoid damaging the sound port(s).

Step 2. Check cable connectors.

Make sure the connectors are installed correctly and securely into your right and left in-ear monitors. Please refer to the cable installation instructions in the User Guide for proper installation and removal instructions.

No Bass | Loss Of Bass

Step 1. Check sound port(s) for wax or debris
If there is wax or debris clogging the sound port(s), use your IEM cleaning tool to gently clean and remove wax or debris. Please refer to the cleaning guide for proper cleaning instruction to avoid damaging the sound port(s).

Step 2. Loose fit problem.

To check if you have a loose fit problem, gently push your in-ear monitor in with your index finger to see if you can hear the bass. If you do, then you have a loose fit. You will need to send in your in-ear monitor to us to either repair or remake it for you.

Step 3. Dead or defective driver.

If your Custom In-ear Monitor fits correctly and properly in your ear but you still can’t hear the bass, then it’s possible that your low driver may be dead or defective, or has blown. You will need to send it in to Empire for service.

Too Tight | Too Loose | Too Deep | Poor Seal

To make proper fit adjustments to your in-ear monitor, please use a sharpie to mark the area on your in-ear monitor that is causing you pain or discomfort. Then send it to us for proper fit adjustment or remake.
Do not send in your custom in-ear monitor for service without the Empire Repair Form.

Orders received without a repair form or with an incomplete repair form will not be processed.

Download the Repair Form Here.