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FAQ

PUGZ EARPHONES

Does PUGZ work with any phone? 

Yes, PUGZ work as a headset for phone calls and as earphones for music with any mobile device that supports Bluetooth.

The earphones are compatible for on-the-go charging with most Android phones through micro-USB. If you want to confirm the compatibility with your specific phone, read the phone specifications. If you are unsure, you can reach out to us through the contact form to double check with us about compatibility with your device, we'll get back to you shortly. 

WHAT IS THE DIFFERENCE BETWEEN SEALED AND LEAKING?

When it comes to choosing between the two models, it’s just a matter of taste. Sealed provides you with a passive noise cancellation which isolates all surrounding noise and lets you focus on your music experience. The leaking model directs the audio into your ear but lets you hear a bit of your surroundings. Both models come with add on wings for an extra secure fit.

Can I use PUGZ to take phonecalls?

Yes there is a microphone with a remote on the cord between the two earbuds. This allows you to adjust volume, play/pause/skip tracks and start/end calls. 

How much battery does a full charge use up?

A full charge takes 40 minutes and uses 3% of your smartphones battery capacity. With a full charge you get 4h of active days of usage and 10 days of standby

ORDER

How do I order PUGZ?

To order PUGZ, select the item you want to buy and add it to the bag. Proceed to checkout where you fill out your shipping information, select shipping and payment method. Make sure you complete all the steps in the payment stage so that we can collect the full amount and send your order.

Was my order successful?

You will receive an order confirmation to the email address you provided within an hour after your purchase has been approved. You will also receive a second confirmation once your order has been shipped from our warehouse.

How do I cancel or change an order?

If you want to change or cancel your order, you should contact us through the contact form to the left on this page as soon as possible. We may be able to change or cancel your order if our warehouse has not yet processed it at that time.

DO I HAVE TO PAY CUSTOMS WHEN I ORDER AT PUGZ.COM?

All prices at our website include Swedish VAT which is 25% of the price. For orders delivered to countries within the European Union (“EU”) no customs or import fees will be added.

For orders delivered to countries outside EU you may be charged for customs or import fees depending on the regulations in your country. You are responsible for paying extra charges (if applicable) since you are the importer of the product. We recommend you contact your local customs office for further information about the regulations that apply in your country.

MY ORDER WAS FAULTY, WHAT SHOULD I DO?

If you receive an item that is faulty or do not match what you ordered contact us as soon as possible through the contact form at PUGZ.COM. Please include the following information:  NAME, EMAIL ADRESS, ORDER NUMBER, PHOTO OF THE PRODUCT/VIDEO OF THE ERROR and DESCRIPTION OF THE FAULT

DELIVERY

WHERE DO YOU DELIVER?

We deliver PUGZ worldwide.

CAN I TRACK MY ORDER?

Yes, you will receive a shipping confirmation by email with a tracking number when your order has been dispatched from our warehouse.

PAYMENT

Which payment methods do you accept?

You can pay by credit card, debit card or PayPal. Payments made by credit or debit card payment is handled via Adyen. PUGZ does not handle any credit or debit card number directly

The payment may also be unaccepted if the issuing bank of your credit card is declining the transaction. We then recommend you to contact your bank and ask them to allow the transaction. 

Where do I enter my discount code?

If you have a discount code you can enter it at checkout. Do not forget to press the apply button under the text field once you have entered the discount code. The discount amount will be specified in the order summary in the right column. You cannot use more than one discount code per order.

RETURNS

CAN I RETURN MY order?

Yes, as a private costumer you have the right to return any unwanted items within 14 days after receipt of your ordered goods. Products and its original packaging must be returned in the same state as when received.

Due to hygienic reasons the item cannot be used or tested thereof you have no right to withdrawal of earphones if the product’s packaging has been opened and the plastic wrapping is unsealed.

For instructions on how to proceed please contact our costumer service through the form on PUGZ.COM. We will get back to you with an address on where to send you return. 

When will I receive my refund for my return?

We’ll send you a confirmation by email once we have received and processed your return.  We will refund the full amount you paid for the returned product, as soon as possible, but no later than 14 days after we received the item from you. You will be refunded to the same payment method you used for the purchase.

Does it cost to send back an item?

No, but you have to pay for the return shipping costs

How do I exchange an item?

We do not exchange items.  If you would like to exchange an item, we recommend you return the unwanted item and place a new order.

Is there any warranty?

Yes, we offer a one-year limited warranty that covers the repair or replacement of any defect parts. To make a claim under the warranty for defects, contact us through the contact form on PUGZ.COM.

 

PUGZ OPERATING INSTRUCTIONS

Control box shortcuts

       

How to charge the earphones

Start by inserting the USB-converter into a working USB-port. Then insert the micro-USB cable firmly into the converter. Then connect the Squircle at the end of your charging cable, and the Squircle on the cord between the earbuds. After a few seconds, the LED on the charger should begins to pulsate. The LED will pulsate to indicate that the PUGZ are charging. Once the earphones are fully charged the LED shows a static glow.

If the earphone battery is totally discharged it will take from 5-10 minutes until the LED starts to pulsate to indicate that the earphones are charging.

How to charge On-The-Go

PUGZ earphones can be charged through an Android phone that is On-The-Go compatible through micro-USB. On some phones the On-the-go feature is not turned on by default. The setting for this is usually found under Storage and OTG Storage. 

Charge through your phone by inserting the micro-USB cable firmly into the micro-USB port on your phone. Then connect the Squircle at the end of your charging cable, and the Squircle on the cord between the earbuds. The LED will pulsate to indicate that the PUGZ are charging. Once the earphones are fully charged the LED shows a static glow.

If the earphone battery is totally discharged it will take from 5-10 minutes until the LED starts to pulsate to indicate that the earphones are charging.

When a phone is set to power reserve mode it normally does not support OTG output.  

How to pair PUGZ to your Bluetooth device

1. Go to your device's Bluetooth setting and turn on Bluetooth.
2. Put on your earphones and press the mid-button on the control box for 3 seconds until you hear "Power ON - Searching for your device"
3. Your PUGZ will now be available for connection in your Bluetooth setting as “PUGZ Sealed” or “PUGZ Leaking” 
4. Click to connect to your PUGZ and you’ll hear “PUGZ Connected" which indicates that you're now connected and can start enjoying your favorite music without wires.
5. If the pairing does not work, reset your PUGZ by pressing the upper-button and the mid-button for 5 seconds until you hear “Resetting your device” and perform the above steps again.  

How to choose eargels

The leaking PUGZ are not suppose to be inserted in the ear canal, instead they are designed to be placed in the outer ear. If you have small ears that don’t necessarily mean that you should choose the smallest eargels.  For the best fit we recommend leaking users to try the eargels with the extra wings. When you plug the earbuds into your ears, gently rotate the earbud backwards so the speaker is directed into your ear.  When you get this right the wings will get support from your outer ear and the earbud will stay in place in the ear.

The Sealed PUGZ are placed in the ear canal, try the different eargels to find which size and combination provide you with the best fit and sound isolation. For a more extreme fit, add the extra wings - these are found in the sports pack

How to add the sports wings

1. Remove the ear tips
2. Remove the silicone buds where it says (L) & (R)
3. Add the sports wings by twisting on the ear buds where it says (L)&(R).
4. Now add the ear tips and place them in your ear.
5. When you plug the earbuds into your ears gently rotate the earbud backwards so the speaker is directed into your ear. The wings will then get support from your outer ear.

How to optimize the Bluetooth connection

While the range of Bluetooth is 10 meters (33 feet), the optimal range for any Bluetooth stereo device is 2 feet from your music device, particularly outdoors when the signal cannot bounce off walls and ceilings. This rule applies to any brand of Bluetooth stereo device. For the PUGZ headset, the headset antenna is located in the left-side earpiece, so make sure your device is above your elbow and on your left side for optimal connectivity while outdoors. This will help avoid signal dropouts. We can recommend the use of armbands for your music device to keep the device and Bluetooth connectivity within optimal range during workouts. 

Bluetooth works through a short-distance radio transmission, so it’s not uncommon for audio to get a little fuzzy at times. Follow these steps to improve the connection:

- Reset the device: Turn the earphones OFF. Go to your phone and remove the PUGZ from the bluetooth list. Then power the earphones ON, by pressing the mid button until you hear "Power ON”. After that, press the mid and lower buttons simultaneously until you hear "Resetting your device" it will now power itself off within 1-5 seconds. Then press the mid button until you hear "Power ON - Searching for your device". Try and reconnect to your device.

- Make sure that the earphones are not paired with two devices at the same time if the connection keeps dropping.  

- Ensure your PUGZ and Bluetooth device are well charged and turned on.

 

 

 

Customer Contact

 
 
Please be aware that it may take longer for responses from support during the month of July.
 

Contact

Collaboration: collaboration@pugz.com

Work matters: work@pugz.com