Frequently Asked Questions
Answers about formats, storage, battery, orders and warranty.
Using Your Player
Which audio formats are supported?
Supported formats are listed on each product page. Check that page before buying if you have a specific library in mind.
How do I transfer music to it?
Connect the device to your computer with the supplied cable and copy your files across, or load them onto a memory card. Full steps are in the manual.
Can I expand the storage?
Card type and maximum capacity are listed per model on the product page.
How long does the battery last?
Runtime is listed per model. Real battery life depends on volume, file format, screen use and wireless connections.
Can I use it with streaming services?
Only models with an operating system and app support can run streaming apps. This is stated on the product page for each model.
Can I use it as a USB DAC?
Models with USB DAC mode can improve the sound of a computer or phone. Check the product page for your model.
Which headphones work with it?
Output connectors and impedance range are listed in the specifications. Match those to your headphones before buying.
Setup & Support
Where do I find manuals and firmware?
Manuals and firmware files are in our downloads page. If you cannot find the file for your model, write to us.
How do I update the firmware?
Download the file for your exact model and follow the instructions included with it. Do not use a file from a different model.
The device is not recognised by my computer.
Try a different cable and port first, since many cables are charge only. If it still does not appear, write to us with your model and operating system.
Orders & Payments
How do I know my order went through?
You receive a confirmation email right after checkout. If it has not arrived within a few minutes, check your spam folder before contacting us.
Can I change or cancel my order?
Contact us as soon as possible. If your order has not shipped yet we can usually update or cancel it.
Which payment methods do you accept?
All the methods shown at checkout. The icons on each product page reflect what is currently enabled.
In which currency will I be charged?
Prices switch to your local currency when your country is selected. The exact amount is confirmed at checkout.
Shipping & Delivery
How long does processing take?
Orders are prepared and packed within 1-3 business days.
How long does delivery take?
Usually 3-5 business days after your order ships. International routes take longer. These are estimates, not guarantees.
Where do you ship?
Available destinations are confirmed at checkout once you enter your address.
Who pays customs and duties?
On international orders, customs fees, duties and import taxes are set by the destination country and are the responsibility of the recipient, unless stated otherwise at checkout.
Will I get a tracking number?
Yes. A tracking link is emailed to you as soon as your order ships.
Warranty & Returns
What does the warranty cover?
Warranty length and coverage are listed on each product page. Keep your order confirmation, since it works as proof of purchase.
What is your return policy?
You have 30 days from delivery to request a return on eligible items. Contact us with your order number and we will send you instructions.
My device has a fault. What now?
Write to us with your order number, the model, the firmware version and a description or short video of the problem. Many issues are solved without sending anything back.
What if my order arrives damaged?
Send us your order number and photos of the item and packaging within a few days of delivery, and we will arrange a replacement or refund.
How do I contact support?
Use the contact form or write to us by email. Include your order number and model so we can help straight away.
We're Here to Help.
If you did not find your answer, write to our team and we will get back to you.
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