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Contact

We are here to help and love hearing from existing and prospective customers alike. If you cannot find the information you are looking for in the FAQ below, please contact us via the message box. This will beam your inquiry directly to our support team, and will be fielded within 24 hours. We may even surprise you and respond much quicker.

FAQ

Returns / Warranty
What is your return policy and warranty?

30 Day Performance Guarantee

Right off the bat, we give you a full 30 days to try our products out — to make sure they fit correctly, match your personal style, and most importantly...sound amazing!

We are confident our products will meet and exceed customer expectations. If for whatever reason a customer isn’t satisfied, we offer a no-questions-asked refund within 30 days of purchase. U.S customers will get free return shipping. Customers outside the U.S. are required to pay for return shipping costs.

1 Year Warranty

Status Audio is responsible for defects in materials and workmanship for one year after date of original purchase. If the defect is Status Audio's responsibility (e.g., sound is lost in one side of the headphones), the customer will be furnished with a replacement unit. User-inflicted damage is covered with a partial credit towards a replacement unit.

After one year, all claims will be handled on a case-by-case basis at the discretion of Status Audio.

I’m not satisfied by the sound, fit, or style of the headphones. What are my options?

If you are within 30 days of receiving your headphones, we offer a no-questions-asked return/refund.

Past 30 days, we can’t accept returns simply on the grounds of dissatisfaction with the product.

My headphones have lost sound on one side, or the sound has become crackling and distorted. What should I do?

Send us a note using the contact form, describing the problem with as much detail as possible. Including your order # (from the original confirmation email) always speeds things up. Pro tip: if your CB-1 has lost sound on one side, try a different cable - that will clarify if there's a problem with the cable, or the headphones themselves.

My headphones are physically damaged (e.g. snapped headband). What are my options?

In the case of physical damage, we offer our customers a 50% discount towards a brand new set of headphones. We consider most physical damage to be user-inflicted, but still help out our customers with a partial credit.

If you believe damage occurred due to a defective product, or the headphones have any other problems that aren't a result to misuse, we will certainly hear you out.

Regardless, the contact form is the best way to get the problem solved.

I have another issue that's not covered here.

Not to worry. Again, the best way to reach us is through the contact form below. Please provide as much detail about your issue as possible. We are known for personalized, efficient support and look forward to helping you out.

Bluetooth
Are your products wireless?

The BT One, BT Structure, and BT Transfer are our current wireless offerings. They support Bluetooth 5.0, the latest version of the most popular wireless audio standard.

Using this wireless standard makes Status products compatible with virtually every modern smartphone, tablet, computer, or television.

Check out our wireless lineup here.

What's the wireless range of Status Bluetooth products?

Bluetooth transmission distance can vary greatly depending on environment.

Typical range indoors is 10-20 meters, and the signal can pass through walls and floors.

Outdoors, the range can vary greatly - generally, heavily populated urban environments pose challenges to Bluetooth devices. So for ideal use, we suggest to keep your source device close by.

Can I connect a Status wireless product to multiple devices (aka "multi-point" pairing)?

Yes, Status wireless devices support multi-point pairing. You can connect two devices (say a phone + laptop) simultaneously.

Do your products support aptX? What is aptX?

aptX is an audio codec that offers increased audio fidelity. It's only available on certain devices - mainly Android phones, laptop computers and personal media players.

Currently the BT One, BT Structure, and BT Transfer all support the aptX codec - which will be enabled when paired with an aptX enabled device.

For all other devices, playback will default to SBC (Standard Bluetooth Codec).

Shipping & Delivery
How long will my headphones take to arrive?

It depends on where you are ordering from, and the shipping method you’ve selected. U.S. customers have multiple shipping options available for both standard and expedited deliveries.

For customers outside U.S. the, shipping times and options can vary considerably. During checkout, you will see an estimated shipping time before payment.

I haven’t received tracking information yet. What’s going on?

Don’t worry! Tracking information can take some time for the carrier to generate. For U.S. orders, expect about 24 - 48 hrs. For international orders, it can take up to 72 hrs. for tracking information to be generated.

If you are well outside these time-frames, please shoot us a note using the contact form and we can sort it out for you.

My tracking information is showing a delivery, however I have not received my parcel.

This happens quite often, so no need to worry. It is likely that your parcel is waiting for you at your local post office. The carrier may have attempted delivery and no one was home, or simply made a mistake.

Your best bet is to contact your local post office with your tracking information, and schedule a pick-up or re-delivery.

If this doesn’t solve your problem, shoot us a note using the contact form and we can help you out.

I haven’t received my headphones, and it’s been much longer than the expected ship time. What can I do?

First off, check your tracking to see if there’s been any delays with the shipment. This is especially common for international orders.

If you need assistance, give us a shout using the contact form below, and be sure to include your order #. We will get to the bottom of it!

Troubleshooting
My headband snapped. What are my options?

We typically offer customers with snapped headband partial credit towards a replacement set. We consider this user-inflicted damage, although if you believe your headband snapped as a result of a defective product, we will certainly hear you out.

Regardless, please use the contact form below and we will provide a speedy resolution.

I'm having issues charging the battery of my Status wireless product. What's going on?

First off, make sure you are using the provided charging cable. Aftermarket cables can sometimes have compatibility or quality issues.

The product will show a red light when it is charging, and a blue light when it is fully charged.

If the product still isn't charging, or isn't meeting the battery longevity, please contact us using the form below and we will assist.

My BT Structure, BT Transfer, or IEM-2X earbuds sound "thin" or "tinny". What's going on here?

It's likely you don't have a proper in-ear seal. An airtight seal is crucial to hearing the full frequency spectrum (especially those low notes).

Try sizing up ear-tips - so if you are using the medium ear-tip, try the large size. Please also note that the earbuds require full insertion in your ear canal.

Do you provide replacement ear-tips for the BT Structure, BT Transfer, or IEM-2X?

We don't provide replacement ear-tips. However, just about any aftermarket ear-tips will fit our earbuds.

My CB-1 or BT One ear-pads have started to degrade. What can I do?

We can help you out with replacement ear-pads. Give us a shout in the contact form below

I'm having difficulty pairing a Status product to my device (phone, tablet, computer, etc). Can you help?

Begin by making sure your device supports Bluetooth. Virtually every smartphone, tablet, computer, and modern television supports Bluetooth.

Make sure the Status product is ON, and in pairing mode - indicated by a slowly pulsing blue light.

Look for the Status product in the Bluetooth menu on your device - it should show up as “BT One”, “BT Structure”, “BT Transfer", etc.

If you are still not having success, try a reset: hold the “+” and “-“ buttons on the Status product for 6 seconds. This will reset the headphones and put them back in pairing mode.

Also, reset Bluetooth on your phone/tablet/computer/device by switching it “off” and then back “on”.

Please note that different devices can have different pairing procedures. A quick Youtube search of "pairing iPhone XS/Samsung Galaxy/etc device with Bluetooth" will likely provide you with the answers you are looking for.

If you need additional assistance, or believe there could be something wrong with your product, please reach out to us via the contact form.

I'm trying to pair a Status Bluetooth product to multiple devices simultaneously - say a smartphone and a laptop (this is known as "multi-point" pairing).

Multi-point simply requires you to establish a connection with each device individually.

To set it up:

1. Turn on your Status product, and pair with device #1.

2. Disconnect from device #1 by holding Volume Up and Volume Down simultaneously until you hear the voice prompt “disconnected”.

3. Pair your Status product with device #2.

4. Re-Pair with device #1. You should now be paired with two devices - the Status product will receive audio from whichever device you play audio from first.

Contact Form

General Inquiries

contact@status.co
212-634-9183

Mailing Address

Status Audio
175 Varick Street
New York, NY, 10014

Additional Departments

press@status.co
partnerships@status.co