Free shipping worldwide when purchasing a pair of Pugz!

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. If you want to confirm the compatibility with your specific phone, read the phone specifications. If you are unsure, you can each 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 earbuds directs the audio into your ear but lets you hear a bit of your surroundings. Both models come with 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 as well as choose 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 almost immediately after your purchase has been approved. You will also receive a second confirmation once your order has left our warehouse.

WHAT IS A PRE-ORDER?

When making a pre-order you will pay for the items at the time that you make the pre-order. For pre-orders the Product(s) will be delivered at a later date - the estimated date will be presented at check out. Note that the delivery dates for pre-orders are estimated and not firm ship dates. Adyen will charge you for the product but will not payout the amount to us until your item has been shipped to you. 

How do I cancel or change an order?

If you want to change or cancel your order, you should contact us via the contact form on PUGZ.com as soon as possible. We are able to 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.

What should I do if my payment has not been registered?

If you can not pay with your debit or credit card, it may be because your card was issued in a country other than the one you are in when ordering. Our payment system, Adyen, block such transactions automatically for safety reasons to minimize online fraud. If you cannot pay with your card, we recommend that you try using a different payment method.

Where do I enter my discount code?

If you have a discount code you can enter it at checkout. 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 in-ear products if such product’s packaging has been opened. 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 must pay for return shipping

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.

PUGZ OPERATING INSTRUCTIONS

Control box shortcuts

       

Charging

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. Press the mid-button for 5 seconds. After a few seconds, the LED on the charger should begin 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.

On-the-go Charging

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. You can download the app “USB OTG Checker” from Google Play to check if your phone is OTG-compatible.
 
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. After a few seconds, the LED on the charger should begin 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.

Pair to your 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"
(If you do not hear this, your earphones are out of battery, make sure you charge them before you try to pair them)
3. Your PUGZ will now be be visible and available for connection in your Bluetooth setting as “PUGZ Sealed” or “PUGZ Leaking” 
4. Choose 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. 

Choosing eargels

The Leaking PUGZ model is designed to be placed in the outer ear, and not inserted in the ear canal. If you have small ears, that doesn’t necessarily mean that you should take the smallest eartips. Try on the different eargels to see which ones fit your ears the best, the wings can provide you with a better fit.

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

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.

 

 

 

Customer Contact

 

Contact

Collaboration: collaboration@pugz.com

Work matters: work@pugz.com