April 23, 2020

We’re in This Together

Like many of you, we are closely monitoring the spread and impact of COVID-19 around the world and our thoughts go out to those who have been affected by this virus.  From the beginning, the music community has been at the center of who we are and what we do. 

We Are Open

We want to assure you the Ultimate Ears Pro team is still working hard for you and will continue to fulfill our daily commitments while delivering the highest quality products and services to our customers and the industry. 

We are processing and shipping orders worldwide. In the past month, we have established new protocols and safety measures in our Irvine, CA  manufacturing facility and we welcome your new orders or requests for service and repair.

We Thank You for Your Patience

Below is an update on our current operations and more information about what you can expect as an Ultimate Ears Pro customer.

Orders & Shipping Information

New Orders: 2-3 weeks* 

Service/Repairs: 1-2 weeks*

Expedited shipping is on hold for now. 

*This timeline is subject to change due to staffing and safety requirements. 

Learn more about how carriers are responding to this situation:

UE Pro Headquarters

In accordance with CDC and state directives, our office will remain closed to the public until further notice.

UE Pro Dealers

When you buy from our local dealers, you are supporting the small businesses that anchor our communities. Check our dealer locator for a list of UE Pro dealers in your area. Please call ahead to confirm store hours and availability.

Thank you for visiting Ultimate Ears Pro. Our hearts go out to everyone who has been impacted by this global crisis. Please be safe and take all the necessary precautions to keep you and your families safe through this time.

FAQ

Q: Are you still accepting orders?

Yes, we are still processing orders, but due to current circumstances, our production capacity is limited. We expect delays in production and in shipping. You will receive a confirmation email when your custom IEMs ship. Our current turnaround time is 2-3 weeks. This timeline is subject to change. 

Q: How can I obtain impressions of my ears, so I can place an order for custom in-ear monitors?

A.  There are 4 options: 

1) You can visit a local Audiologist to obtain physical impressions. Please call ahead to confirm store hours and availability.  Some Audiologists have digital options to scan or digitize impressions that can be emailed to UE Pro. 

3) You may also ship your existing pair of custom monitors (or any brand) to UE with your order confirmation number. We digitize your existing IEMs that fit you to create your new impressions.

 4) We may be able to arrange to ship you a home “FitKit”, which allows you to easily take your own impressions, using a free app. Please contact us for more information at 1-800-589-6531 or customsales@ultimateears.com 

5) You can purchase any model from our product lineup with universal generic tips. If you would like to learn more please email us at  1-800-589-6531 or customsales@ultimateears.com  

Q: I have my audiologist impressions, where do I send them?

A. Please send them to:

 Ultimate Ears Pro 

3 Jenner Ste 180 

Irvine, CA 92618 

Make sure to include your name and confirmation order number with your impressions. 

If you purchased an order via a dealer, provide the impressions to your dealer. 

Q: I sent my order in for repair when can I expect it?

A. We are still processing repairs and working to ship them as quickly as possible. Our current turnaround time is 3-4 weeks.  This timeline is subject to change.  You will receive a shipping notification once your service order ships. 

Q: Can I get a fit adjustment?

Yes, Within the first 30 days of receipt of your custom in-ear monitors, you may return them for fit adjustment. 

Q: Are you shipping worldwide?

Yes, we are shipping worldwide. 

For all international orders, there is a flat-rate $70 shipping fee. This does not include import duties or taxes, which are the responsibility of the buyer. Check our dealer locator for a list of UE Pro dealers in your area. Please call ahead to confirm store hours and availability.

For US orders the shipping options are UPS Ground for $16.95 and Next Day Air for $34.95. 

Please contact us for any questions or concerns: 800-589-6531

customsales@ultimateears.com or uehelp@ultimateears.com