My Amps Air won't sync.
Often when Amps Air have problems syncing to each other, it is because they are being paired to a device before they can pair to each other. The complete syncing instructions for the Amps Air are as follows: (Note that an additional step has been added at #6 compared to the manual)
1. Turn off Bluetooth on your device and other Bluetooth devices in the area.
2. Take earbuds out of your case.
3. Press and hold Sol Button for 3 seconds on both earbuds to turn them off.
4. Quick press multi-function (SOL) button once on each ear bud to turn them on.
5. Quick press multi-function (SOL) button twice to put ear buds into pairing mode.
6. Give the earbuds 30-60 seconds to connect to each other. The earbuds should turn a solid white and green, and begin to flash together (sometimes the earbuds won’t flash together but they are still connected).
7. Turn on Bluetooth on the device you want to connect to.
8. Select “Amps Air” in available devices.
Another option might be when one ear is working mono and connected to bluetooth, tap the button on the other ear to pair. You can also try to “”forget this device” in the Bluetooth option on your phone and try to connect again.
The last option might be to take them out the case and double tap on both earphones at the same time to pair.
If this all fails, you can take them back to the store you bought them from to exchange under warranty. Please bring along your receipt (or copy of your credit card or bank statement with the transaction on it) and the store is obligated to replace that under warranty straight away for you. We offer a 1-year warranty period on all our products.
Do you sell replacement ear cups for my Tracks headphones?
Unfortunately, we do not have separate Ear Cups as spare parts.
If you visit your local JB Hifi store, you may be able to purchase generic ear cups as a replacement.
Do you sell replacement bands for my Tracks headphones?
Unfortunately, we are out of stock for all our replacement bands.
What are my payment options?
Online purchases are made easy and secure with a selection of payment options, including credit card and PayPal.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your order including a tax invoice for proof of your purchase. Please file this for warranty purposes. Your order will be processed and dispatched from Melbourne within 2 business days. You can find more shipping and delivery below. If you have any queries regarding your purchase, please contact us on 03 8756 6500.
What is the cost of delivery?
We calculate your shipping rates at a standard national delivery rate based on the RRP (recommended retail price) of the item using the following rates:
$15 or less: $5
$15 to $99: $10
$99 or more: FREE
Do you offer express shipping?
We understand you want to receive your order as soon as possible. We do not offer express shipping at the moment. If you need your order quickly, then please contact us on 03 8756 6500 to discuss options.
Do you ship internationally?
No, we only ship Australia-wide. You can change countries at the top right corner of our page to start shopping in your selected country.
How long will it take for my order to arrive?
PLEASE NOTE: Due to COVID19 we are experiencing delays. Our warehouse is based in Melbourne which is currently under strict restrictions. We do our best to comply with the rules and keep our staff safe.
After full payment has been received please allow 2 business days for most orders to be picked and dispatched from our Melbourne warehouse. Transit times are 1-3 business days for metro areas except for Brisbane and Perth metro which will usually take 5-7 business days.
Delivery to regional & rural areas and NT, WA, TAS and QLD may take a significant amount of time and are subject to local transport schedules. Our usual transit times are 3-10 business days for these areas.
Should there be any issues with stock availability, we will contact you to advise of any delays. If you have any questions about delivery you can Contact Us.
How do I track my order online?
Once your order has been dispatched you will receive an email with a tracking number. Please allow up to 24 hours to show tracking updates. If you have any questions regarding your shipment, please contact us or contact your postal carrier.
What if I receive a damaged parcel, the wrong items, or I don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified time frame, please contact us.
Do you offer warranty on your products?
We offer a 12-month warranty period on most of our products. You can find more information about the warranty for each specific product on the product’s page and/or instruction booklet that will be provided in your product’s box and is available for download online. Please obtain your proof of purchase for warranty purposes.
In addition, our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
How do I obtain a copy of my proof of purchase?
Your tax invoice is your proof of purchase. You will receive a tax invoice in your email order confirmation and a printed copy with your order delivery.
If you have purchased your product in-store at one of our retailers, you would have received a printed or online receipt. If you do not have a receipt or order confirmation, then a bank statement would suffice as proof of purchase.
We always recommend our customers to hold onto their proof of purchase. You can take a photo of a printed copy or save your online copy and file this on your phone, computer, hard drive or in the cloud.
What do I do if I have a problem with my product bought at your online store?
If you are unhappy with the condition or performance of your product, please Contact Us and make sure to have your proof of purchase on hand as this is needed to claim warranty.
What do I do if I have a problem with my product bought in-store?
If you bought a product from any of our Retailers and you are unhappy with the condition or the performance of your product, please contact the retailer directly or visit them in-store. Make sure to have your proof of purchase on hand as this is needed to claim warranty.
What do I do if I have a problem with my product bought on eBay or Gumtree?
If you bought a product from a reputable eBay store, such as Kogan, KG Electronic or Catch of the Day, and you are unhappy with the condition or the performance of your product, please contact the eBay store directly. Make sure to have your proof of purchase on hand as this is needed to claim warranty. Unfortunately, if you bought your product via a private seller or non-reputable eBay store, your warranty is void and you cannot claim manufacturer’s warranty. Please check with eBay if you qualify for a Money Back Guarantee. On Gumtree you can opt to report a seller.
My product falls outside of the warranty period, but I am having issues. What should I do?
If you are unhappy with the condition or performance of your product that falls outside of its warranty period, you can Contact Us on 03 8756 6500 or email@example.com. Always make sure to have your proof of purchase available. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
Do you have repair centres?
At the moment we do not have repair centres in Australia. If you think your product is faulty or not working correctly, you can Contact Us. Make sure to have your proof of purchase on hand so we may assist you further.
What is your online refund policy?
We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Refund Policy.
I have trouble ordering online. Can I et help?
Do I have to create an account before I buy online?
By creating an account with us your checkout process is faster. You can view your order status and check your purchase history. If you'd prefer not to create an account you can make your online purchase as a 'guest'.
What happens if I have forgotten my password?
You can request your password to be reset by entering your email address on the “Forgot your Password” page and you will receive your reset password link by email. If you still haven’t received your password:
Confirm that you provided your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please contact us and we’ll look into this for you and will update you.
Where is my online order?
You should receive an Online Order Confirmation email within 5 minutes of placing your order. If you did not receive your Online Order Confirmation email, please:
Confirm that you have placed your order with your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please Contact Us.
You will also receive a Tracking Email once your order has been dispatched.
Can I change my order once I have placed it?
We work hard to process your order quickly so that you receive it as soon as possible. If you require to make a change you can Contact Us to discuss the options available to you. Please note: some changes may not be possible once the order has been placed.
Can I cancel my online order?
Yes, if your item has not yet been dispatched, you can Contact Us to cancel your order. We endeavour to issue a refund back to your account as soon as possible.
Do you offer discounts and promotions?
Yes, we do! If you subscribe to our newsletter you will receive a discount code for 10% off your first order. Once you’ve subscribed to our newsletter, you will receive regular sales offers exclusive to our subscribers. You can also follow us on Facebook or Instagram to occasionally receive exclusive social media offers and enter competitions or giveaways.
Why is my coupon code not working?
Coupon codes are case sensitive. Be sure to type it in exactly as you see it.
If your code is a single use code – double check no other friend or family member has used it.
Check the expiration of the code.
Check that you are applying the coupon code to the correct product or brand of products.
If you are still having issues using your coupon code please Contact Us.
How can I check if this item available in-store?
Please contact your nearest Retailer such as JB HiFi to check stock in-store or visit their website to find out if they have stock online.
I've seen one of your products cheaper elsewhere - do you price match?
No, we do not. We offer our products online at the Recommended Retail Price (RRP). If you find a cheaper deal at a retailer, we suggest purchasing through them.
How do I know if your product is in stock?
All our products are stocked unless marked Out of Stock. If an item is out of stock, then please Contact Us for more information on restocking. In the rare case of issues with stock availability after making a purchase, we will contact you to advise of any delays.
I have a query about one of your products. How do I contact you?
You can contact us on 03 8756 6500 during business hours, email us on firstname.lastname@example.org or fill out the contact form. Alternatively, download the instruction manual to find out more info about your item.
How do I contact you?
If your question is left unanswered, you have a query about our products or you simply want to leave some feedback, then please Contact Us by filling out the contact form. You can also call us on Victorian business days between 8.30am and 5pm on 03 8756 6500 or email us directly on email@example.com.
How can I contact the costumer service in New Zealand?
If you’re located in New Zealand, then please contact our NZ distributor.