SUPPORT

Having trouble with something? Click a button below to view help, or contact us.

Frequently Asked Questions

What if I have lost or damaged one or both of the enhancers from my yurbuds® sport earphones?

Order replacement enhancers.

If you have questions about your size or model that our sizing guides cannot answer, please contact our customer service team at info@yurbuds.com or (888) 987-2831.

The shape of yurbuds appears different and larger than the earbuds I am familiar with, can you explain more about how they fit and if and why they are comfortable?

The ergonomics of yurbuds sport earphones are indeed different and it is that unique design that creates the TwistLock and the guarantee that they will not fall out nor hurt.

Our development team studied the human ear, and, as athletes, we know the demands on sport earphones. The results of that research are yurbuds. We encourage you to explore the various offerings on yurbuds.com.

What smartphones and MP3 players are compatible with the 3-button controls and dry mic on the Inspire® Pro and the Focus® Pro?

The Inspire Pro and the Focus Pro Performance Fit earphones both feature a dry microphone and 3-button control remote. These features allow convenient navigation of music on your iPod® or iPhone® during rigorous activity as well as hands-free calls on your iPhone® – even during extended use. The components within the 3-button control/ dry mic® are specifically selected for compatibility with: iPhone® (3GS, 4, 4S, 5), iPod® (120GB & 160GB classic; 4th, 5th, & 6th generation nano; 3rd & 4th generation shuffle), iPod® Touch (1st, 2nd, 3rd, 4th generation) and iPad® (1, 2, 3, 4). Some features may work with other devices.

Are there any yurbuds with a microphone that are compatible with Android®, Blackberry®, and other smartphones?

Yes. The Inspire Talk has a dry mic and 1-button control remote. These features allow convenient track and call control during rigorous activity– even during extended use.

Where can I purchase yurbuds?

You can purchase yurbuds on our website or at many convenient locations. Please, explore our store locator to find a location in your neighborhood.

Are yurbuds available internationally?

Yes, we absolutely have fans around the globe. Please see below for a list of international distributors. You can go to the website or Facebook page of the distributor to find out what stores they are supplying in your area.

Please reach out to our cheerful customer service team if you have any questions at (888) 987-2831.

How do I clean my yurbuds?

To clean yurbuds, remove the enhancers (tips) from earphones and wash with warm, soapy water. Do not use anything containing alcohol. Completely dry the enhancers and reposition on the earphones. As shown in the Quick Start guide:

Left bud between 3:00 and 4:00 position

Right bud between 8:00 and 9:00 position

What happens if my enhancers (tips) are loose on my earphones?

If your enhancers are loose on your earphones, first try cleaning them as detailed above. If the problem persists, please contact our customer service team at info@yurbuds.com or (888) 987-2831.

My yurbuds do not stay in my ear – am I doing something wrong?

The best way to understand the magic of the TwistLock is to see it in action:

How do the Limited Edition Wireless earphones work?

If you still have the box that your product came in, there is a detailed quick start guide outlining the features and functions of your new wireless product.

If you no longer have your box or the quick start guide, we have developed several helpful videos that should guide you through each function so you can enjoy your new wireless earphones.

Click the links below to access helpful guides on the Inspire Limited Edition Wireless.

If you still have questions surrounding your Limited Edition Wireless earphones after watching the videos, please don’t hesitate to reach out to customer service.

For specific links for the Focus model, please click here.

Sizing Help

Is sizing still available and/or necessary?

Sizing is absolutely still available, but not necessary for a great fit. We are thrilled to offer many exciting options of sport earphones at various convenient locations, including online, that all still embrace our personalized approach and boast the guarantee not to fall out nor hurt your ears. We have made it easy!

As a bit of background, from the beginning, we have offered various sizes, described as sizes 5, 6, 7, 8, 9, and 10. Our most popular size is 5, which we also refer to as our standard size. Our next most popular size is 7, which is the alternative size in several of our models.

Here are your options:
Our standard size, 5, can be found in every product we sell. Several of our products also include an alternative size (7). We are confident that our customers buying any of our products will immediately appreciate the fit and comfort of the sizes offered in all of our models. Our customer service team will, however, send an additional size enhancer pair to a customer who would prefer a more snug fit.

We offer our customers fit advice via phone (888) 987-2831 or via email (orders@yurbuds.com). In order to determine the best fit for your ear please email us your current size, your shipping address and a side view photo taken from approximately one foot away of you wearing your yurbuds.

You are still able to purchase from our personalized series performance sport earphones that are offered in each specific size, 5, 6, 7, and 8, at our network of expert specialty running and cycling stores.

Refunds and Returns

How do I submit a claim for a product return?

For a product refund or warranty return, please complete and submit the form below.

For all claims submitted, a printed copy of your email receipt must accompany the product that is being returned.

Mail all return products to the address provided below in a secured package and/or padded envelope.

Yurbuds Returns
900 Spruce St.
Suite 550
St. Louis, MO 63102

For a full refund on return products, an original purchase receipt or proof of purchase must be included within the shipment.

Please be patient, all claim forms will be processed as quickly as possible. If you have not received your product within 2 weeks, please contact us directly at info@yurbuds.com.

Refund and warranty claims are valid for customers who purchased and reside in the US only. 

Submit Claim Form

Refund Policy:
Refunds are only eligible when the product was originally purchased from yurbuds.com or from a yurbuds event.
Any products purchased from an authorized retailer that you wish to return for a refund must be processed through the store in accordance with their return policy.
All refunds are eligible to customers who purchased and reside in the US only.

Warranty Replacements:
All products purchased from an authorized retailer are eligible for warranty replacement in accordance with our warranty policy posted.
With the exception of select sellers, Amazon is NOT an approved retailer; warranty claims will not be approved when purchased from Amazon sellers outside of the below list:

  • Sound Earphones
  • Huppin's/1One Call
  • Wired For Less
  • RoadRunner
  • Clever Training
  • TriNowFitness
  • Paragon Sports
  • MobileCity
  • ResproMedical
  • pipeline24

All warranty replacements are eligible to customers who purchased and reside in the US only.

What if I want to return or exchange my yurbuds®?

Please contact us before returning your product. Just as with your running shoes, achieving a proper fit with our unique enhancers and learning the TwistLock™ motion is critical to success. Our customer service team is happy to assist you with any issues.

Purchased on yurbuds.com? – You may exchange your model (price differences apply) or return your pair to us for a full refund within 30 days of purchase. However, you remain responsible for all shipping charges.

Purchased from authorized retailers of third parties? – Please refer to their refund, return, and exchange policies.

With the exception of select stores, Amazon is NOT an approved retailer; warranty claims will not be processed when purchased from Amazon sellers outside of the following list: Sound Earphones, Huppin's, OneCall, Wired for Less, RoadRunner, Clever Training, TriNowFitness, Paragon Sports, MobileCity, ResproMedical, World Wide Stereo and Pipeline24. 

Is there a warranty on my earphones?

Yes, every yurbuds® product is covered under a 1-Year Limited Warranty in the U.S.

Who is protected by this warranty?

The yurbuds warranty protects the original owner and all subsequent owners, provided that the yurbuds product was purchased within the United States from an authorized dealer who was authorized by the yurbuds manufacturer to sell such products at the time of the original purchase. For warranty information outside of the U.S., please contact your local distributor. Warranty service is only available in the country of the original purchase.

What is covered by this warranty?

Except as specified below, the yurbuds warranty covers all defects in material and workmanship. The yurbuds manufacturer reserves the right to replace a discontinued model with a comparable model. Any replacement parts may be new or rebuilt.

The following are not covered: damage caused by accident, misuse, abuse, product modification or neglect; damage occurring during shipment; damage from failure to follow instructions contained in the instruction manual; damage resulting from the performance of repairs by someone not authorized by the yurbuds manufacturer; damage caused by installation of parts that do not conform to yurbuds specifications; headphones not used for their intended purpose; any claims based on misrepresentations by the sell; products with any serial number removed or defaced; or products sold on an 'as is' or final sale basis. The yurbuds manufacturer's liability is limited to the repair or replacement, at the option of the yurbuds manufacturer, of any defective product.

NOTE: THIS LIMITED WARRANTY DOES NOT APPLY TO CONSUMERS IN THE EUROPEAN ECONOMIC AREA (EEA) AND THE RUSSIAN FEDERATION AS THEY ARE PROTECTED BY LOCAL CONSUMER LAW AND BENEFIT FROM LOCAL STATUTORY WARRANTIES

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