We're Here to Help
Find answers, track orders, and get expert support for your Ultimate Ears PRO in-ear monitors.
Frequently Asked Questions
Quick answers to the most common questions from our community of professional musicians and audio enthusiasts.
Still Need Help?
Custom IEMs typically take up to 15 business days to produce from the time we receive your ear impressions. Rush production options are available for an additional fee, contact us directly for more information.
Visit a licensed audiologist or hearing specialist to have silicone ear impressions made. We provide detailed instructions and can recommend certified professionals in your area. Accurate impressions are essential for the perfect fit. Click Here for more details.
All PRO Series custom IEMs include a 2-year limited warranty covering manufacturing defects. Cables and accessories are covered for 1 year.
Yes! We offer repair services for all Ultimate Ears PRO IEM products. Fit Adjustments are available if your ear anatomy has changed. Please see our repairs page for services and fit adjustment details.
PRO Series are custom-molded to your exact ear shape for maximum isolation and comfort during long performances. Universal Series feature our PerForm Fit design that works for most ear shapes without custom molding.
No, we do not ship worldwide. If you are interested, please see our Dealer Locator to find one of our trusted partners near you.
PRO Series Care & Maintenance
Wipe your IEMs with a soft, dry cloth after each use. Use the provided cleaning tool to gently remove any earwax from the sound bore. Never use water or cleaning solutions directly on the monitors.
Avoid wrapping cables tightly around your IEMs. Store using the over-under method to prevent kinks. The IPX/T2 connection system is sweat-resistant but should be kept dry when not in use. Replacement cables are available in our accessories section.
Always store your IEMs in the provided case when not in use. Avoid extreme temperatures and humidity. For touring musicians, we recommend keeping a backup cable and cleaning kit in your gig bag. To help prevent moisture damage, checkout our Tech-Care Sta-Dri Dehumidifier.
If you notice reduced sound quality, imbalance between ears, or physical damage, contact our support team. Many issues can be resolved with our repair service. Don't attempt to open or repair the monitors yourself. Attempting to repair the monitors may void your warranty.
Ear canals can change shape over years of use. If your IEMs no longer seal properly, fit adjustments are available at no cost within the 90 day fit-guarantee. Any fit adjustments outside of our 90 day fit-guarantee will be subject to our flat $199 service charge.
View PRO Series
Shipping & Returns
We're committed to getting your gear to you safely and standing behind every product we sell. Here's what you need to know.
Free standard shipping on all orders within the continental United States.
30-day satisfaction guarantee. 30-day return option* (minus customization fee)
90 Day fit guarantee. We won't let you go on stage without the perfect fit.
Full Shipping Policy
Order Help & Tracking
Stay informed every step of the way
Real-Time Order Tracking
Track your order from production through delivery. Custom IEM orders include milestone updates as your monitors move through our precision manufacturing process.
Easy Order Modifications
Need to update your shipping address or add accessories? Contact us within 24 hours of placing your order and we'll make it happen. Changes to custom specifications may affect delivery time.
Track My Order
Customer Stories
Support That Goes the Extra Mile
Our team of audio experts and musicians understands what's at stake when your gear needs attention. We're here to keep you performing at your best.
Contact Our Team
When my UE 11 Pros needed service before a major tour, the support team expedited my repair and had them back in my hands within a week. Absolute lifesavers.
Marcus T., Touring Guitarist
Verified Customer
Can't Find What You're Looking For?
Our dedicated support team is available Monday through Friday. Whether you have questions about custom orders, need technical assistance, or want guidance choosing the right IEMs, we're here to help.
Contact Support