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.

  • Amplifiers

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    What is an amplifier?
    It is an electronic device that amplifies the power, voltage, or current of a signal.

    What can I expect from an amplifier?
    Better quality and detailed output sound. With Cloud Nine, 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 characteristic 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 work with this amplifier?
    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 work best for 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 for the amplifier?
    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.

    Just made my purchase. Does it come with a manual?
    All Cloud Nine orders can receive a link to download the user guide electronically once shipped, upon request. It will feature everything you need to know on how to properly use and take care of your purchase.

  • Cables

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    I am very new to custom 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 silver + gold! Each wire has its own characteristics on sound and range. We let our customers decide what they prefer to have and listen to. All wires are in type 6 litz configuration for optimal durability, flexibility, and quality. Learn more about each on our About page.

    What is the difference between all the wires offered?
    Solid core wires are made up of a single strand. While they may be stiff and are known to break easier, the advantages includes more concentrated, concise sound quality, mechanical ruggedness and protection against the environment (i.e corrosion).

    Stranded core are made up of multiple strands of wire. It is known to be far more flexible, resistance to metal fatigue, less likely to break, among others things. However, our custom wires improve every aspect in stranded wire. Thanks in part of collaborating with the creators of UPOCC wires, we were able of making stranded wires even better with enhanced sound quality, durability, and overall ergonomics.

    Type 2 liitz wires are made up of multiple bundles with equal amount of strands inside the insulation on a configuration different from type 1 stranded wires. What this does is it prevent issues such as skin and proximity effect and prevent oxidation when it has enamel coating on each strand. More importantly. this configuration improves sound quality and durability even more.

    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, we now offer 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.

    These custom wires are only available at plusSound. If you are interested in purchasing just our wires, you can do so by visiting
    here.
    What kind of characteristics do each wire have in sound?
    It is difficult to describe the sound it produces as everyone has a different ear of hearing sounds. Visit our About page to see what is our best interpretations on sound quality for each wire.

    If you need help to decide what kind of sound you are looking for, contact us and we will gladly assist you in recommendations.
    What can I do to get optimal results out of the cable?
    Here are a few tips to follow:

    Installation = Be sure to have the correct orientation of pins in the appropriate connector. Unless you specify two different LR indicator colors, we mark a dot on identical LR indicator colors. We use
    Gold for the left side. Keep in mind that the marking will need to face inward (for IEMs), otherwise the sound will be "out of phase"

    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. User wear and tear will not be covered under warranty.

    What are the similarities/differences between your products and ___?
    Out of respect for others, we do not comment, publicly or privately, on other products besides our own.

    Can you modify products from other manufacturers?
    Yes we can, depending on the modification. Contact us with info regarding the product and what you wish to modify.
  • Third Party

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    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 third party products from you?
    It varies depending on the product, but expect tech support with very quick response time and discounts on bundles exclusive on our website.
  • Ordering

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    How long is the build time?
    Production time varies with amount of orders received plus the quantity per order. Check product pages for estimated build time.

    I am unfamiliar with the terms used to build my ideal cable. Could you explain what each 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 wood) 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 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, and LR Series.

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


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


    Do you accept custom orders?
    Amplifiers: Sound wise, no. We have spent several months finding the right components for it to perform exceptionally in measurements and sound. Altering it would add unnecessary distortion, hissing, and just sound poorly. We can, however, change the knob, panels, thumbscrews, screws, and/or enclosure to black or silver, upon request.

    Custom cables: If you are looking for a smaller/longer length cable, different plug, sleeving color, heatshrink, and so on, we can work with you upon request! Just leave us a message and we can discuss how to proceed.

    Accessories: Depending on the item, we can perform customizations. Contact us for options.

    What payment methods do you accept?
    We now accept two payment method: PayPal and Square (via email request). You can log in to your account to make the transaction. If you don't have an account , you could either create one OR you could avoid creating one and simply pay with a credit card you have. It will accept all major credit cards such as Visa, Mastercard, Discover, etc.

    We also accept money order; however, it will take much longer to process your order. Keep in mind that we do not start any orders until we have received payment and everything has been cleared.


    I just ordered moments ago but wanted to upgrade/add few things to my order. What can I do?
    Fill out the form below. Please specify full name provided in your order, notes/instructions, and payment amount (USD). Please email us immediately after placing order before proceeding.



    Any way to audition your products before making a purchase?
    At this time, we do not have a physical store for auditioning. However, you can find our products with the following dealers:

    Thailand


    Sound Proof Bros
    soundproofbros@gmail.com
    www.soundproofbrosaudio.com


    Hong Kong


    Let’s Go Audio
    letsgoaudio@letsgo.com.hk
    www.letsago.com.hk



    Mingo Headphone
    www.mingo-hmv.com



    Acoustic Legacy
    www.acousticlegacy.com
    info@acousticlegacy.com

    Singapore


    Music Sanctuary
    www.music-sanctuary.com
    hello@music-sanctuary.com

    China


    4-Ear
    www.4-ear.com

    Vietnam

    Xuan Vu Audio
    tainghe.com.vn
    sales@tainghe.com.vn

    South Korea

    Sorishop Co., Ltd.
    www.sorishop.co.kr
    help@sorishop.com

    Taiwan


    My Ear
    http://www.my-ear.com.tw
    eregyu@my-ear.com.tw

    I want to purchase large quantities of cables, accessories, and/or wires. Do you give discounts?
    If it is group buy or if you wish to become a dealer/distributor, contact us for more information and quotes.

    Do you offer other services such as recabling?
    Yes, we do. Visit our Headphone Cables page to view which ones we can recable. If you do not find your headphones listed, contact us to see if we can recable them.
    I just placed an order to recable my headphones. How do I proceed?
    Once we receive you order, we will contact you with instructions on how to send your headphones to us. We advice that you insure and add tracking when mailing your headphones to us to ensure they do not get lost. Once they have arrived, lead time will be the same amount as the rest of our custom cables.

    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. Allow the current processing time to pass before contacting us regarding status.

  • Shipping

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    Do you ship anywhere in the world?
    Yes, we do. We provide different shipping services via USPS based on cost and shipping time.

    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 have placed more than one order before initial order has been completed, we will combine shipping and refund the extra amount so you only pay just once!
    * 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.

    Cannot 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 avoid shipping cost and just pick-up order(s) when ready?
    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

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    Do you offer refunds?
    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.

    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.

    Amplifiers: Comes with two 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.

    DIY: Only connectors can be 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 accidentally damaged my product. How much would it cost to replace the part(s)?
    Our warranties on cables 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.