FAQ'S


EARBUD FAQ's

HOW LONG DOES THE BATTERY LAST?

Each earbud lasts up to 3 hours. Combined with the charging pod that can recharge the earbuds up to 4 times, bringing the total play time to 15 hours. 

CAN I ANSWER PHONE CALLS WITH MASE SOUND EARBUDS?
Yes, We have installed a microphone so that you can make and receive calls directly through your earbuds when synced with your phone.

CAN I CONTROL MY MUSIC THROUGH MY MASE SOUND EARBUDS?
Yes you can Play, Skip, Pause and Repeat your favourite tracks all from the multifunction button located on your earbuds.

WHAT IS THE RANGE OF MY BLUETOOTH CONNECTION?
Mase Sound earbuds have an amazing rage of up to 15 meters allowing you the freedom to connect to your Bluetooth device while not having to physically hold the device.

ARE MASE SOUND EARBUDS NOISE CANCELLING?
Our Mase Sound in-ear design provides a shield to outside noise and helps to block out the outside world and distraction.

ARE MASE SOUND EARBUDS SWEAT RESISTANT?
Yes, our earbuds are fully sweat resistant and shock proof. 

CAN MASE SOUND EARBUDS ADJUST TO FIT DIFFERENT SIZES?

Yes our earbuds come with 3 pairs of different sized earbuds (Small, Medium & Large). They also have a pair of silicon loops which fit snugly into the shape of your ear to ensure a secure yet comfortable fit.

HEADPHONE FAQ's

ARE MASE SOUND HEADPHONES WIRELESS OR DO I NEED A CABLE?
Mase Sound headphones are completely wireless! They connect simply via a Bluetooth connection because we know that cables only get in the way.

HOW LONG DOES THE BATTERY LAST?
Mase Sound has worked hard to bring you a set of headphones that will last up to 15 hours of use between charges.

CAN I ANSWER PHONE CALLS WITH MASE SOUND HEADPHONES?
Yes, We have installed a microphone so that you can make and receive calls directly through your headphones when synced with your phone.

CAN I CONTROL MY MUSIC THROUGH MY MASE SOUND HEADPHONES?
Yes you can Play, Skip, Pause and Repeat your favourite tracks all from the multifunction buttons located on our wireless headphones.

WHAT IS THE RANGE OF MY BLUETOOTH CONNECTION?
Mase Sound headphones have an amazing rage of up to 10 meters allowing you the freedom to connect to your Bluetooth device while not having to physically hold the device.

ARE MASE SOUND HEADPHONES NOISE CANCELLING?
Our Mase Sound over ear design provides a shield to outside noise and helps to block out the outside world and distraction.

ARE MASE SOUND HEADPHONES SWEAT RESISTANT?
Yes, our headphones are sweat resistant. Just remember to wipe off the sweat on the ear pads with a clean towel or wipes after using it.

CAN MASE SOUND HEADPHONES ADJUST TO FIT DIFFERENT SIZES?
Yes our headphones are fully adjustable and can be adjusted by simply sliding the earpiece up or down to fit your head size.

PAYMENT QUESTIONS

WHAT CURRENCY CAN I USE TO PAY FOR MY ORDER?
Our prices are in Australian Dollars ($AUD) and include GST (applicable to customers in Australia). You will be charged in Australian Dollars even if you don’t live in Australia.  We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions.

MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
If you are receiving an error message or prompt upon checking out, please review your credit card information, billing and shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and check for errors.

If the problem still occurs, please contact our customer support at customersupport@masesound.com.

WHY WAS MY ORDER CANCELLED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a PayPal account. If you do not have PayPal, you can easily sign up at www.Paypal.com.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
International orders are exclusive of GST. Products delivered to destinations outside of Australia may be subject to taxes, fees, levies or other charges, because of local legislation or customs formalities and we advise that you check the import charges applicable in the destination country before ordering goods to be delivered there.

The recipient of the order is responsible for all customs formalities for the import of the products and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside of Australia. The recipient of the goods, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering goods to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.

You (or the recipient of the goods if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any goods ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.

SHIPPING QUESTIONS

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Our standard shipping time worldwide is 7-15 business days. If you opt for express shipping, it usually arrives within 1- 3 business days. Faster shipping if located within Australia.

WHERE DO YOU SHIP?
We ship all over the globe! We use only major, trusted international carriers to ensure your package arrives to your destination safely and securely.

WHAT ARE MY SHIPPING OPTIONS AND HOW MUCH?
Good news! Standard shipping is free! We also offer you a range of delivery options through Australia Post for your products.  Our delivery options are:

  • Australia Post Express Parcels (additional cost)
  • Australia Post Regular Parcels (included in unit price)
  • Australia Post Air Mail (Standard delivery)
  • Australia Post Express Post International

International customers please note that ‘AIRMAIL’ does not include tracking, however you will be issued with a shipping number.

Additional Services:  If you require additional services to the standard services provided by Australia Post such as Express Post, insurance or a signature on delivery, you will need to advise us in the ‘comments’ field of your order.  Costs for these additional services will be invoiced to you with your order.

WHEN WILL I RECEIVE MY SHIPPING CONFIRMATION?
We aim to dispatch your order within 48 hours of receiving it.  During peak shopping periods (such as Christmas and the Holiday Season), you may need to allow up to 3 business days for the processing and dispatch of your order.

HOW CAN I TRACK MY ORDER?
Tracking numbers will be issued via email by our customer service team as part of the processing of your order.  A link will be provided in the email to track your parcel.

I HAVEN’T RECEIVED MY PACKAGE – WHAT SHOULD I DO?
Please get in touch by customersupport@masesound.com - we'll be happy to update you on the order progress and give you a good idea when your Mase Sound headphones will be with you. Please note: once Australia Post has accepted the goods for delivery, we cannot be responsible for its delivery to you.  Please ensure that the shipping address you provide is complete and accurate. We cannot take any responsibility for incorrect entry of address details. The customer is liable for any additional shipping costs incurred by us due to incorrect address details provided.

CAN I CHANGE OR CANCEL MY ORDER?
Mase Sound will try to process and dispatch your order as quickly as we can, which may limit our ability to add items to the initial order or to prevent a package from shipping. Nevertheless, do reach out to us at customersupport@masesound.com and we'll do our best to accommodate your request. Please note we cannot do any changes or cancellation when orders have been shipped out and on transit already.

WHY WAS MY ORDER CANCELLED?
Mase Sound has the right to cancel any order that has been marked as high risk of being fraudulent. If you are the legit cardholder, please email us right away at customersupport@masesound.com and provide the necessary details for verification.

I RECEIVED THE WRONG ITEM, WHAT WILL I DO?
Please send us an email right away upon receiving the package with the picture of the headphones you received. After confirming the wrong item sent, we will exchange your item and pay for shipping both ways.

LOST/DELAYED SHIPMENTS?
Mase Sound accepts no responsibility for lost or late shipments. We will do our best to help you locate your parcel. Parcel tracking may take up to 10 - 15 working days with our couriers.

Please take note that usual concerns with lost or delayed package is due to incorrect address provided by customer, we will not be liable to any loss or delayed packaged due to this issue. If the package will be returned back to us, you will have to pay for the shipping fee so we can resend the package to the correct address. Strictly no cancellation or refund for this matter.

The customer agrees that they take ownership of the parcel as soon as we post it and will bear all incurred losses.