Support

Most Frequently Asked Questions

How do I warranty my product?
By the time FreeWavz begins to ship, we will establish an on-line warranty registration that will establish record of your purchase and warranty coverage.  This will also provide you an option to receive updates on our latest releases and product enhancements, providing the ability to download software updates and new features, and to receive notification of new accessory releases, such as redundant remote controls with Bluetooth transmitters that can plug into audio jacks for wireless connection to your FreeWavz.
What is the status of my warranty claim?
Upon registration of your warranty issue, you will receive a tracking number, allowing you to track when your product is delivered to our warehouse. After it arrives at the warehouse, the processing time can be up to 2 weeks. If you did not receive a tracking number or it was misplaced, or if the product has been delivered for more than 2 weeks and you have not received an email about your warranty credit, please contact customerservice@freewavz.com.
How can I track my order?
You will receive an email notifying you of your tracking number after your product leaves our warehouse. For more information, simply log into your Freewavz.com account and click the Order tab.
If you placed your order using a Guest account, you will not be able to view this information.  If you have any questions regarding status, please contact customerservice@freewavz.com.
Please Note: sometimes inclement weather conditions delay shipments, including expedited shipping methods. We are not responsible for late deliveries due to weather and natural disasters.
What is your warranty policy?
FreeWavz provides a 1 year Limited Warranty against Manufacturing Defects for all authentic FreeWavz Products. If a Product contained a Manufacturing Defect when it was purchased from FreeWavz directly or from an Authorized Dealer and the claim is registered on the www.freewavz.com website, FreeWavz, will (i) repair, (ii) replace, or (iii) provide a Warranty Credit for the Product on the FreeWavz online store. The amount of the Warranty Credit shall be equal to the purchase price of the Product, but in no event shall the amount exceed the FreeWavz manufacturer's suggested retail price ("MSRP"). FreeWavz reserves the right to inspect any Product subject to a warranty claim to determine, at its sole discretion, whether the claimed defect is a Manufacturing Defect or otherwise. Note that FreeWavz regularly changes the models, colorways, and styles of its Products and cannot guarantee the availability of an exact replacement for any Product. FreeWavz DOES NOT ASSUME ANY LIABILITY FOR ANY INCIDENTAL, CONSEQUENTIAL OR INDIRECT DAMAGES UNDER THIS LIMITED WARRANTY.
All warranty claims must be processed through the website.
WE LOVE OUR CUSTOMERS WARRANTY:  Should your FreeWavz become damaged for any reason, even if due to customer negligence, we will provide a credit equal to the lesser of 25% of the Purchase Price or the then MSRP of the most similar new FreeWavz, as determined by FreeWavz in its sole discretion, as listed in our online store. All warranty claims must be processed through the website. 
Some states do not allow the exclusion or limitations of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary state to state. 
 
Can I wear sunglasses with FreeWavz?
Absolutely. FreeWavz fit comfortably beside your sunglasses. They also fit nicely under helmets for biking, skateboarding, skiing or other activities.
Can I swim with FreeWavz?
Despite suggestions by other wireless products that you can use their devices in the water, water heavily attenuates radio signals in certain frequency ranges and will likely result in poor performance. Additionally, while FreeWavz are sweat and water resistant, they have not been deemed waterproof.
Are FreeWavz water and sweat resistant?
Yes. The micro-USB port, for charging new software uploads, is on the bottom of the device, so water and sweat will naturally run down around it, and it is rubber-sealed; however, you should not run water into, or directly on, the micro-USB port, nor submerge it under water. They can be wiped with a damp cloth for cleaning. Also, while the two sets of microphones and the speakers are water resistant, we do not recommend that they be sprayed directly with a stream of water.
What is the Bluetooth range?
The Bluetooth Core Specification range for class 2 Bluetooth devices is 10 meters or 32 feet; however, there are several variable in the range of Bluetooth reception that could extend or disrupt the range of signal. Thus, in general, your controlling FreeWavz device would need to be within this range to connect to your source device and the other FreeWavz device would need to be within this range if you are sharing with others.

Product Information

Where can I find FreeWavz care and safety tips?
See the complete list of how to properly care for your FreeWavz audio gear that was sent with your FreeWavz.  Check back here for more information when we begin shipping, or contact customerservice@freewavz.com.
I have an accessory replacement parts request.
Please check our Store for availability to purchase online.  If you do not find the desired accessory, send your request to customerservice@freewavz.com with the subject line "Replacement Parts" and include the information listed below:
  • Accessory Description:
  • Model # of Your FreeWavz:
  • Name:
  • Phone Number:
  • Email Address:
  • Shipping Address:
We will contact you within 72 hours of request to provide pricing and shipping information.
Do FreeWavz include an accelerometer?
Yes, FreeWavz incorporates a 3-axis accelerometer that is already incorporated into the electronic board assembly. It is used for steps and distance calculations and can also be used in the future for acceleration, cadence, drop rate, and time at rest and in motion.
Will FreeWavz work with my other smart devices or fitness trackers?
FreeWavz can support A2DP audio streaming.
How much do FreeWavz weigh?
Each FreeWavz device weighs 16 grams, or less than 1/2 ounce.
What type of case do they come in?
Circular, polyester case with zipper. Interior is nylex with foam to protect your FreeWavz when you are not wearing them.
How long will the battery last between charges?
Battery life can last 4 hours with normal usage.

Order Information

I'm having an issue using my coupon code, what should I do?
First off, we apologize for the trouble. This was designed to be as painless as possible, however coupon codes have certain restrictions. You can use one coupon code per order; coupon codes cannot be combined with another offer or promotion (ex: redemption codes or warranty codes) and coupons have date limits. Please make sure there are no spaces before or after the code and that the code is still active. We suggest copying and pasting the code directly from the promotions section. If your code still doesn't work, give us a call or contact sales@freewavz.com and we'd be happy to help you place an order.
When will my order ship?
We will provide an update on the shipping date of the product. By signing up on the "Contact Us" page, we will keep you informed of product status. 
I am outside of the US, can I order on FreeWavz.com?
Freewavz does ship outside of the US. For orders outside of the US/Canada a $15.00 shipping fee will be charged upon ordering.
Does Freewavz ship to Military APO's or PO Boxes?
FreeWavz does ship to APO's and PO Boxes; however, if you are shipping to a PO Box, you may not choose an expedited shipping option (UPS Ground, 2nd Day Air, Next Day Air) as UPS only delivers to physical addresses. Shipping to PO Box addresses is not guaranteed. Please note that APO and FPO deliveries can take up to 30 days due to Military protocols.
How can I track my order?
You will receive an email notifying you of your tracking number after your product leaves our warehouse. For more information, simply log into your Freewavz.com account and click the Order tab.
If you placed your order using a Guest account, you will not be able to view this information.  If you have any questions regarding status, please contact customerservice@freewavz.com.
Please Note: sometimes inclement weather conditions delay shipments, including expedited shipping methods. We are not responsible for late deliveries due to weather and natural disasters.
My package was "Returned to Sender" by the courier. What should I do?
Please check your email to see if we've contacted you regarding this. If not, please email us at customerservice@freewavz.com.
There is a discrepancy with my order (wrong product, quantity, color etc.), what should I do?
We'll make it right! Please email us at customerservice@freewavz.com 
I meant to use my Warranty Coupon Code, but my credit card was charged.  Please contact us for further assistance by emailing us at customerservice@freewavz.com 
What products can I order using my Warranty Coupon Code?
Warranty Coupon Codes are only valid for the purchase of qualifying FreeWavz products. Newly released products do not qualify for use with Warranty Coupon Codes.

Payment Information

What payment methods does FreeWavz accept?
We accept Visa, MasterCard, Discover, Stripe, PayPal and select gift cards*.
*We are unable to accept any type of gift card that is not linked to a name and billing address.
When will payment be deducted?
Preorders through our web site will not be charged until the product ships.  Thereafter, your credit card is authorized and payment is deducted at the time of order placement. A confirmation will be sent to the e-mail address you entered.
My card has been charged but I haven't received a confirmation email?
If you created an account at checkout, please log in to view your order history.  If you checked out as a guest, you would not have provided an email address,  In this case, you may contact customerservice@freewavz.com to get order status. Please check your junk folder.  Another possible reason is that your email address may have been entered incorrectly.  In any event, please email us at customerservice@freewavz.com for additional assistance. 

Policy Information

What is the status of my warranty claim?
Upon registration of your warranty issue, you will receive a tracking number, allowing you to track when your product is delivered to our warehouse. After it arrives at the warehouse, the processing time can be up to 2 weeks. If you did not receive a tracking number or it was misplaced, or if the product has been delivered for more than 2 weeks and you have not received an email about your warranty credit, please contact customerservice@freewavz.com.
What is your return/exchange policy?
We are committed to meeting our high performance and satisfaction standards. If you are unsatisfied with your FreeWavz product for any reason, please contact customerservice@freewavz.com and provide reason for your dissatisfaction and your preferred contact information. Customer service will contact you within 72 hours.  In the event you remain dissatisfied with your FreeWavz within 30 days of shipment, customer service will issue you a return material authorization ("RMA") and a refund number.  
How long does it take to receive a refund?
Refunds are generally processed within 24 business hours of issuance of the refund number. Once this happens, the funds will be reflected in your account as soon as your financial institution processes the refund.
What is your warranty policy?
FreeWavz provides a 1 Year Limited Warranty against Manufacturing Defects for all authentic FreeWavz Products. If a Product contained a Manufacturing Defect when it was purchased from FreeWavz directly or from an Authorized Dealer and the claim is registered on the www.freewavz.com website, FreeWavz,at its sole discretion, will (i) repair, (ii) replace, or (iii) provide a Warranty Credit for the Product through the FreeWavz online store. The amount of the Warranty Credit shall be equal to the purchase price of the Product, but in no event shall the amount exceed the FreeWavz manufacturer's suggested retail price ("MSRP"). FreeWavz reserves the right to inspect any Product subject to a warranty claim to determine, at its sole discretion, whether the claimed defect is a Manufacturing Defect or otherwise. Note that FreeWavz regularly changes the models, colorways, and styles of its Products and cannot guarantee the availability of an exact replacement for any Product. FreeWavz DOES NOT ASSUME ANY LIABILITY FOR ANY INCIDENTAL, CONSEQUENTIAL OR INDIRECT DAMAGES UNDER THIS LIMITED WARRANTY.
All warranty claims must be processed through the website.
WE LOVE OUR CUSTOMERS WARRANTY:  Should your FreeWavz become damaged for any reason, even if due to customer negligence, we will provide a credit equal to the lesser of 25% of the Purchase Price or the then MSRP of the most similar new FreeWavz, as determined by FreeWavz in its sole discretion, as listed in our online store. All warranty claims must be processed through the website. 
Some states do not allow the exclusion or limitations of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary state to state. 

Account Information

Do I have to create an account to place an order?
Signing up for an account is not required, but it is helpful. Creating an account allows you to view your order history and tracking information on FreeWavz.com.
 
I am unable to log in to my FreeWavz.com account. What should I do?
  • Forgot your password? Please click on "Forgot Your Password?" Beneath the log in box to receive a temporary password via email.
  • Are you on the correct site for your country?
  • Did you place an order as a Guest? If so, you will not have an account to log in to.
  • Still having trouble? Please email us at customerservice@freewavz.com.

Other Information

How do I become a distributor?
Please contact us at sales@freewavz.com

Important Warranty Information

  • We are not responsible for items lost in transit. For this reason, we highly recommend getting a tracking number or delivery confirmation when shipping your package.
  • A claim must be submitted for each product that is being sent in for warranty. If you are sending in more than three products, please email us customerservice@freewavz.com, for special instructions (proof of purchase may be required.) Failure to do so can result in a void to any warranty over our limit of three, and may prohibit future warranties.
  • The product you select on the warranty claim must match the product we receive. Warranties sent in with the wrong product family selected will not be eligible for replacement. If you have questions about what model you have, please e-mail us at customerservice@freewavz.com, before submitting your claim.
  • Your printed warranty confirmation page must be packaged along with your defective product(s). Failure to do so may cause your warranty to become void.
  • The product you send back becomes the possession of FreeWavz and will not be returned to you. For all discontinued/limited edition items or special requests, please email us at customerservice@freewavz.com before returning your earphones.
  • Some states do not allow the exclusion or limitations of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
  • This warranty gives you specific legal rights and you may also have other rights which vary state to state. 
     

Coupon Code Terms and Conditions

By using this Warranty Coupon Code, you agree to the following Terms and Conditions:

  • Warranty Coupon Codes are limited to a single, one-time use. If you do not use the entire value of the coupon in a single order placed on the FreeWavz online website, the remaining balance will be forfeited.
  • Coupons are valid for the term designated on the coupon. Sorry, no exceptions. Expired, unused coupons cannot be reissued.
  • Warranty Coupon Codes are non-transferrable and can only be redeemed by the original recipient.
  • Limit of ONE Warranty Coupon Code per transaction.
  • Warranty Coupon Codes cannot be combined with any other coupon codes or promotional offers.
  • Warranty Coupon Codes are only valid for the purchase of qualifying Freewavz products.

If you have followed these terms and conditions and your code is not working, or if you are not sure if you're using it correctly, email us at customerservice@freewavz.com and we can help you through the process.