FAQs

• Do you accept a PO boxes address?+ ×

  Please note currently we don't accept PO box addresses. 

• How long is the warranty period?+ ×

  Our warranty period is up to 1 year depending on the products.

• Why was my payment card being declined?+ ×

  Here are the most possible reasons:

  1）Your card issuer might be having technical issues that prevent us from requesting authorization on your card.

  2）Your card issuer might block the payment for security reasons, as it doesn't fit your regular spending pattern.

  3）Your card is not activated for online payments. There could be a sending limit on your card that has been exceeded.

  4）The network you are using to make the payment is not secure or unstable.

   

  To help you make a payment successfully, you may want to try the following:

  1) Using a different card to make your payment again.

  2) Try using PayPal Express Checkout and choose a credit card. A PayPal account is not required but should help with processing the order.

  3) Contact your card issuer to check if your card is valid, and can be used to make online payments, or if there is any recent technical issue or restriction on your card.

• Why was I still charged without an order number?+ ×

  Your payment did not fully complete. Please contact your credit card institution or bank for more help if your charge has been reversed more than 7 days. 

• How could I track my order?+ ×

  Your tracking number will be sent to you via email once your item has been shipped. Don't worry if you haven't got your tracking number, since we are still processing your order.

• Could I change my delivery address?+ ×

  Sorry, we can't change your shipping address once the order has been confirmed. 

• Could I connect a subwoofer with a pair of powered speakers that do not have a “Sub-Out”?+ ×

  Yes, you can use a subwoofer with our powered speakers, but the subwoofer must also be self-powered. You will need an RCA Y-splitter. From the audio source run one set of the RCA's to the speakers, and the other set of RCA's to the subwoofer. Note that speakers without a sub-out do not have a low-pass filter, so they will continue to play bass frequencies when connected to the subwoofer.

• Speakers are connected to a turntable, the pre-amp is turned on, there is audio from one speaker, but none or a scratching noise out of the other.+ ×

  This issue is usually caused by a tracking issue on the turntable. To test if it is the turntable at fault or the speakers, reverse the RCA jacks on the control speaker, red to white and white to red. If the issue now occurs on the other speaker, it is the turntable at fault. Please contact your turntable manufacturer for instructions on how to properly set the tracking. 

• Why does my speaker cannot connect to Bluetooth?+ ×

  1. Make sure the Bluetooth input is selected, you can do this one of two ways:

  1.1) With the speaker remote, press the button with the Bluetooth symbol or you can click in the volume knob on the control speaker to cycle through the inputs. If the speakers have an LED indicator the light will turn blue, if they have a screen the Bluetooth symbol will appear, you will now be able to pair a device.

  1.2) If you are able to pair, but are still not getting audio please check that the volume is up on both the Bluetooth device and the speakers.

  2. Disconnect any previously paired devices. Press and hold the volume knob down on the control speaker for 2-5 seconds. Then pair with the speakers from your Bluetooth device.

  3. Try resetting the Bluetooth chip to factory settings. Please unplug the speakers for at least ten minutes to allow for the capacitors to fully drain. Then plug the speakers back in, select the Bluetooth input, and pair your device with the speakers.

• Speakers are connected to my turntable, but there is little or no volume.+ ×

  Self-powered speakers require a Pre-amp to boost the phono signal to a line level. Many modern turntables come with a built-in switchable pre-amp. Usually, the switch to turn on the pre-amp is either on the back of the turntable or underneath the platter. The switch is most commonly labeled Phono/Line, it will need to be in the Line position. To find out if your turntable has a built-in pre-amp please refer to the owner’s manual, or contact the manufacturer.

• My speakers are always too quiet when I turn them on+ ×

  In order to protect the speakers (and your ears) from a loud volume surge, they utilize a volume remember setting that powers on at anywhere from 20 to 60% lower volume, depending on how loud they were when they were last switched off.

• Speakers connected to TV using the optical cable, but am not getting any sound.+ ×

  1.  Check that the optical input is selected on the speakers, for speakers with an LED indicator the light will be red, for speakers with a screen, OPT will be displayed.

  2. Our speakers use Pulse-Code Modulation or PCM as the optical/digital input signal. TV's with an optical audio output will have the option to switch the optical/digital output to PCM. This can usually be done by going into the audio settings, or advanced audio settings, on the TV menu. If you cannot find the setting for your particular brand and model of the TV, please contact the manufacturer, they will easily be able to walk you through the process of switching to PCM.

• My speakers are no longer turning on/not playing any audio?+ ×

  1. Are the speakers plugged into a working outlet and the master power switch on the active speaker is switched to on? Can you try the speakers with a few different outlets? Is the LED indicator on the speaker no longer coming on once you do this?

  2. If the speakers are turning on can you try using them with a few different inputs and audio sources to see if you can get them to play? Also, be sure to check the input you are using to connect to the speakers is selected using the remote or volume knob. 

• Connecting powered speakers that don’t have a Sub Out, to a powered subwoofer.+ ×

  From the source, you will want to run 2 RCA single male to dual female RCA splitters, one in the left channel one in the right channel. Using 4 single male-to-male RCA cables (Tip: if you have 2 dual male-to-male RCA cables you can split them down the middle to get 4 singles), run a left channel to the subwoofer and left channel to the speakers. Using the other 2 male-to-male RCA cables run one right channel to the speakers, and one right channel to the subwoofer.

• Connecting my Bluetooth speakers to a Bluetooth receiver.+ ×

  Most Bluetooth receivers have Bluetooth input only, meaning you can stream from your audio device to the receiver and it will output the sound through a wired connection. Some receivers do have Bluetooth output, but it is not common. Please confirm with the receiver manufacturer if your model has Bluetooth output.

• Changing the input on a bookshelf speaker to Bluetooth using the control knob.+ ×

  Speakers disconnect from the Bluetooth input. To get it back on and have the ability to pair with the speakers these are the steps:

  1. Locate the volume knob on the active speaker. 

  2. Click the volume knob very quickly, like you are clicking a computer mouse. 

  3. Each click will cycle between the inputs, once the LED indicator light is blue the Bluetooth input will be selected. 

  4. Pair your device with the speakers.

• How do I switch the inputs on my speakers without a remote?+ ×

  You can switch the inputs by clicking the volume knob on the control speaker. This will cycle through the different inputs.

• Why is Windows not detecting my device?+ ×

  Please check if your device requires a driver update. If not, then this is often an issue with the operating system rather than the products themselves. We suggest contacting Windows support for help.

  You can visit their help page, and click on “Contact Support” under the “Get Help” app button: https://support.microsoft.com/en-us/contactus/

  For a full international list of Microsoft support numbers, please visit this page: https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

• Speakers are connected using the USB Hi-Res input, but there is no sound from the computer+ ×

  1.  Please check that the USB input is selected. USB will be displayed on the control speakers' input screen.

  2. For Mac users, please open “System Preferences,” select the “Sound” tab, and select the Edifier speakers as the current audio output device.

  3. For Microsoft Windows 7/10 users, please download and install the Windows audio drivers. The drivers can be found here: NOTE if possible, please include a link to the XMOS audio drivers here. Then open the control panel, select “Sound,” and set the audio output device to the Edifier speakers or XMOS USB Audio.

• Windows 10 not controlling volume over Bluetooth.+ ×

  Disable the absolute volume function on the computer by following these steps.

  1. Open Windows Registry (search for regedit.exe).

  2. Click on Computer>HKEY_LOCAL_MACHINE>SYSTEM>ControlSet001>Control>Bluetooth>Audio>AVRCP>CT

  3. Then click on DisableAbsoluteVolume and set the value to 1"

• I cannot control the volume of the speakers when connected to Bluetooth from my android device.+ ×

  You will need to disable absolute volume in the phone by the following steps:

  1) enable developer options. To do this, go to Device Settings, then scroll down and select "About Phone. "

  2) From there, tap on "Software Information" and locate the "Build Number" entry.

  3) Once you've found it, tap on "Build Number" seven times in rapid succession, developer options will then be available on the settings menu of the phone. 

  4) Go into developer options and toggle the button for "disable absolute volume."

  5) Restart the phone and this should allow you to control the volume of the speakers from the phone.

• Why was I charged an additional International Fee?+ ×

  Some trust/banking institutions may charge a fee prior to a customer's purchase. This is not a fee that we apply or can refund as it is charged by the bank/trust. We agree that this charge is unfair and we suggest talking to the institution as they may be able to waive this fee and refund the amount.