FAQs

Frequently Asked Questions

 

Yurbuds Related Frequently Asked Questions

  • 14. Where do I get support if I am a customer residing outside of the U.S.?
  • 15. What if I have lost or damaged one or both of the enhancers from my yurbuds® sport earphones?
  • 16. 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?
  • 17. What smartphones and MP3 players are compatible with the 3-button controls and dry mic on the Inspire® Pro and the Focus® Pro?
  • 18. Are there any yurbuds with a microphone that are compatible with Android®, Blackberry®, and other smartphones?
  • 19. Where can I purchase yurbuds in the United States?
  • 20. How do I clean my yurbuds?
  • 21. What happens if my enhancers (tips) are loose on my earphones?
  • 22. My yurbuds do not stay in my ear – am I doing something wrong?
  • 23. Where can I find support for my Bluetooth wireless earphones?
  • 24. Is sizing still available and/or necessary?

     

    00. When will my order arrive?

    Click here for more information.
    Back to top

    01. Can I preorder items for delivery?

    Yes. However these will be on items that are specifically indicated as a preorder; this generally applies on new releases.
    Back to top

    02. Can I change my order?

    Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone on (800) 336-4525, and if it has not yet been processed we will change or re-issue a new amended order.
    Back to top

    03. Can I order replacement parts?

    Yes, please email us at parts@harman.com
    Back to top

    04. Do you offer gift wrapping options?

    We offer Gift Wrap on a small assortment of products.  There is a flat charge of $3.99 per item you wish to have gift wrapped.  Gift Wrap charges are not refundable.
    Back to top

    05. Can I return items to a store?

    No if you purchase from JBL.com you must follow the return instructions here.
    Back to top

    06. When do I get my refund once I have returned an item?

    Once we have received the item into our warehouse we aim to process a refund onto the original payment type within two weeks.
    Back to top

    07. If I return all the items in my order will I still be charged for delivery?

    We offer free returns on all order within 30 days of ship date. If you decide to return your order for any reason, we will refund your entire purchase including original delivery charges and proivde a prepaid shipping label.  Gift wrap charges are not refundable.  
    Back to top

    08. What should I do if my credit/debit card has been refused when placing an order?

    Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.
    Back to top

    09. Do I get charged for delivery of each item I order?

    Ground shipping is free on all orders.  Expedited shipping cost are based upon total order weight and service availability.
    Back to top

    10. Do you deliver overseas?

    We do not ship internationally.
    Back to top

    11. I have a complaint, who should I speak to?

    If it is about a product you have bought from our stores, please get in touch with the store you purchased from – the telephone numbers of all our stores can be found on this website. If the complaint is about an online shopping experience please call one of our customer service representatives on (800) 336-4525 or complete the form on the Contact Us page.
    Back to top

    12. What do I do if my product breaks down during the guarantee period?

    If the products are under warranty, your order confirmation email/delivery note is your proof of purchase/receipt and you should call Customer serivce at (800) 336-4525 to set up a warranty replacement
    Back to top

    13. Do you offer discounts on corporate or bulk orders?

    We offer discounts for deliveries to the same address over certain order values. Please click here to proceed
    Back to top

    14. Where do I get support if I am a customer residing outside of the U.S.?

    • Back to top

       

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

      Order replacement enhancers here.

      If you have questions about your size or model that our sizing guides cannot answer, please contact our customer service team at support@us.jbl.com or (800) 336-4525.
      Back to top

      16. 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 jbl.com.
      Back to top

      17. 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.
      Back to top

      18. 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.
      Back to top

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

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

      20. 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
      Back to top

      21. 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 and you reside in the U.S., please contact our customer service team at support@us.jbl.com or (800) 336-4525. Customers that reside outside of the U.S. refer to the contact emails for your region at the top of this page.
      Back to top

      22. 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:


      Back to top

      23. Where can I find support for my Bluetooth wireless earphones?

      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 Bluetooth Wireless earphones after watching the videos, and you reside in the U.S., please contact customer service.

      • Introduction
      • Powering On
      • Pairing
      • Finding the Proper Fit
      • Answering Calls
      • Charging
      • Customer Service
      • Back to top

         

        24. 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 you 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 residing in the U.S. fit advice via phone (800) 336-4525 or via email (support@us.jbl.com). Fit advice for customers residing outside of the U.S. may be obtained by emailing the contact in your geographic region located at the top of this page. 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.
        Back to top