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Support

Online Orders

Shopping

  • What is the status of my order?
    You can check your order status by logging into your account and clicking on Order History, or by contacting support at support@masterdynamic.com.
  • When is my credit card charged?
    Your credit card will be charged within 24 hours from the time you place your order.
  • Do you offer gift wrapping?
    Yes, we can wrap your item in our signature gift wrap and ribbon. A $5 fee is added to your purchase total per item selected for gift wrap. This option is available during checkout. Please note this service is not applicable to our wireless speaker.
  • How do I cancel or change an order?
    Please contact our support team at support@masterdynamic.com or call us at 1-888-814-5411 immediately if you would like to make changes to your order.
  • Gift Cards
    Gift cards are available in Accessories in the following amounts: $129, $159, $199, $329, $399, $458, and $549. Gift cards can be sent directly to the recipient or to you. To purchase multiple gift cards, kindly keep adding them to your cart. If any assistance is needed, email us at support@masterdynamic.com

Shipping, Returns & Warranty

  • What is your holiday shipping policy?
    Regular Orders For delivery before December 25, place your order by 1:00pm EST on the below dates: Complimentary Ground Shipping: December 14 2-Day Shipping: December 19 Overnight Shipping: December 20 All orders placed November 21 - November 26 will begin shipping Tuesday, November 27, 2019. Monogrammed Orders Please allow 5-7 additional business days for delivery of monogrammed items. For delivery before December 25, place your order by 1:00pm EST on the below dates: Complimentary Ground Shipping: December 4 2-Day Shipping: December 7 Overnight Shipping: December 10
  • What is your holiday returns policy?
    Purchases made between November 19, 2018 and December 24th, 2018 are eligible for return or exchange through January 12, 2019. All products are covered under Master & Dynamic’s warranty policy. Monogrammed purchases are not eligible for return or exchange except in the case of a warranty claim.
  • What is your shipping policy?
    We offer complimentary shipping via FedEx Ground.  Orders placed Mon-Fri by 1pm EST are typically shipped the same day. If you would like your purchase shipped via second-day or overnight, please select this option during checkout. An additional fee will be added to your purchase total.
  • What is your shipping policy for monogrammed orders?
    Please allow 5-7 days additional ship time for all orders containing monogrammed items. All monogrammed items are final sale and cannot be returned or exchanged.
  • When and how will I receive my shipment tracking information?
    We will email you the tracking information for your shipment once your order leaves our warehouse.
  • How are replacement parts shipped?
    Replacement Parts ship complimentary UPS Ground, or equivalent services in the other regions.
  • What is your return policy?
    All products purchased from our website, except for our wireless speaker, may be returned within 14 days of purchase for a full refund, no questions asked. For our wireless speaker, it may be returned within 30 days of purchase for a full refund. To initiate such a return please contact us at support@masterdynamic.com. Please include your product’s serial number and full return shipping address in your message to us, and we will issue a returns authorization and send you a prepaid shipping label for return shipment in the original Master & Dynamic packaging. To return the speaker, Master & Dynamic will provide specific packing instructions as well as new packaging should the original packaging no longer be available. This returns policy is also valid for our accessories products, with the restriction that ear pads and cables purchased as accessories can only be returned if they have not been used. Products purchased from one of our authorized resellers will follow the reseller’s returns policy. Master & Dynamic does not accept returns or exchanges of Master & Dynamic products purchased from other retailers. Furthermore, we do not accept returns or deliveries without a valid returns authorization from our customer service desk at support@masterdynamic.com. If you purchased a limited time Master & Dynamic x Audible offer, please note all items included in the bundle must be returned for your refund to be processed and any Audible download relating to this offer will be cancelled.
  • How long does the return process take?
    Refund is paid within 5 business days of our receiving and approving your returned item. Refunds are in the form of original payment. We do not refund overnight shipping or gift wrapping charges.
  • Do you ship internationally?
    We currently ship to the United States, Canada, United Kingdom, and Europe. To change regions, simply click on the region icon near the Cart on the top right corner of the website and select from the list of shipping destinations. We will continue to launch shipping to other regions. For updates, subscribe to our email list or follow us on Twitter (@MasterDynamic).
  • How are replacement parts shipped?
    Replacement Parts ship complimentary UPS Ground, or equivalent services in the other regions.
  • Same-day Delivery in NYC?
    Same-day delivery is available for orders placed 10:00am - 5:30pm EST in Manhattan. If your item(s) is in stock in our New York City warehouse and the delivery address is located in one of the approved zip codes, you will be presented with an “UberRUSH” shipping option during checkout. Please note this shipping method is unavailable for our wireless speaker. After you submit your order you will receive an email confirmation and your product will arrive within the day. Please be sure to provide your phone number and exact shipping details during checkout.
  • What is my product’s warranty policy?
    We guarantee our products against defects in materials or workmanship for a period of two years from the date of original purchase on our website or from an authorized Master & Dynamic retailer or reseller. If you believe your product is defective within the warranty period, please contact us at support@masterdynamic.com. Please include your product’s serial number, proof of purchase, telephone number and full return shipping address in your message to us. Once your warranty is verified, you will be issued a return authorization and instructions for a return shipment. Please read our Warranty Policy for more details and exceptions.
  • Do you offer repairs for your products?
    Master & Dynamic is committed to supporting our products and customers beyond the initial warranty period. Our service department can provide solutions for most headphone issues, including regular wear and tear, user error, and battery replacement, at a reasonable cost. Please contact our service department with a description of your product and issue so we can estimate the requirements to restore your headphone to top condition.

Personal Account

  • Why should I create a personal account?
    Creating an account allows you to store your shipping information, review your order history, and view your product’s warranty information.
  • Do I need to create an account to place an order?
    You do not need an account to place an order, although we do recommend it. Creating an account allows you to view order history, warranty information, and sign up for our newsletter.
  • Do you store my credit card information?
    Your order history and shipping address are the only two things we store in your account. Your credit card information will not be stored.
  • How do I reset my password?
    You can request a new password, by clicking here and selecting “I Forgot My Password” where you will be prompted to enter your email. You will receive an email with a link to reset your password.
  • Why should I register my product?
    Registering your product will allow us to serve you more quickly and efficiently by having your product verification information in advance.

Product Support

Speaker

Headphones/Earphones/Accessories

  • Cleaning / Storage
    We use top quality lambskin leather on our headphones. The ear pad is connected to the headphone via magnets. To remove, gently pull the earpad off the headphone. To clean your ear pads, simply use a quality leather cleaning solution. When not in use, keep your headphones in the provided carrying case to protect them from dirt and other substances.
  • How does my remote work?
    The inline remote has been designed to work with all Apple products running iOS. Some remote functionality may not work with Android, Blackberry, or Windows devices.
  • Hearing Health Guidelines
    The NIDCO (National Institute of Deafness and Other Communication Disorders) offers this simple rule of thumb to prevent Noise Induced Hearing Loss (NIHL): avoid sound exposure that is “too loud, too close, or too long.” Here are some general references to sound levels that occur in everyday life: refrigerator humming (45 dB); normal conversation (60 dB); city traffic (85 dB); motorcycles (95 dB); an MP3 player at full volume (105 dB); sirens (120 dB); firecrackers (150 dB). Damage to your hearing ability could happen in a single event or gradually over time. One- time exposure to sounds louder than 110 decibels and extended exposure to sounds over 85 decibels should at all times be avoided. Indicators of NIHL include hearing loss and tinnitus—a constant ringing, buzzing or roaring in the ears.
  • Sound Isolation vs Noise Cancellation
    Sound isolation is a passive, physical method of reducing external noise that uses optimized materials and designs to reduce the ambient noise that enters through your headphones. Noise cancellation is an active, electronic method of reducing unwanted ambient sound that adds processed sound to your audio to reduce the perception of ambient noise. Our current headphones achieve very high ambient noise reduction through passive sound isolation techniques, particularly our MW60 and MH40 models with their over-ear design.
  • View Technical Specifications
    Download pdfs here:
    Headphones
    Earphones

MW07 True Wireless Earphones

  • How do I pair my earphones to my device?
    The first time you take your earphones out of the case they will enter pairing mode. The indicator light will slowly pulse. Access Bluetooth settings on your source device, locate MW07 and connect. The light will stop flashing and you will hear a tone to confirm successful pairing. To pair to a different device, long press the button on the right earphone while it is out of your ear until you see the indicator light slowly pulse. You may then repeat the pairing process for your new device.
  • How do I place my earphones into the charging case?
    The charging case is labelled to ensure each earphone is properly placed inside when not in use. “L” represents placement for the left earphone and “R” for the right earphone.
  • How do I charge my earphones?
    Place your earphones inside the charging case and close the lid. The earphones and case battery status will display after three seconds. The LED indicators will display as amber before displaying your battery level status. Your earphones hold 3.5 hours of listening time when fully charged. If your earphones are not fully charged, they will begin to charge in the case. We recommend placing your earphones inside the case when they are not in use, to ensure they are charged to the fullest each time you use them. Your earphones recharge to 100% in 1.5 hours.
  • How do I charge my charging case?
    To charge the case, plug one end of the USB-C cable into the back of the case and plug the other end into a power source. If you do not have a USB-C power source you can use our supplied USB-C to USB-A adapter to use a USB-A power source. The charging case holds an additional three full charges for your earphones. Your case charges to 40% in 15 minutes and 100% in 40 minutes.
  • What is the battery life of my earphones?
    Your earphones hold 3.5 hours of listening time when fully charged.
  • Is the battery fully charged when I receive my earphones?
    Your earphones will arrive with the battery level charged to approximately 90%.
  • How do I choose the correct fit wing and ear tip for my earphones?
    Your earphones come with small fit wings and medium ear tips attached. For a more secure fit, choose the ear tips that form a seal with your ear canal, and the fit wings that comfortably fit under your ear ridge. To remove or attach the fit wings you must first remove the ear tips.
  • How many Bluetooth devices can I pair to my earphones?
    You can connect up to two bluetooth devices to your earphones at a time. If you wish to pair to a different device, long press the button on the right earphone while it is out of your ear until you see the indicator light slowly pulse. You may then pair your earphones to a different device.
  • How do I answer calls using my earphones?
    Simply press the button on your right earphone when paired to your device. You can also answer calls directly from your device when the earphones are paired to the device.
  • Can I use my earphones with my device’s Voice Assistant?
    To activate your device’s native Voice Assistant when paired to your earphones, just hold the button on your right earphone while placed in-ear.
  • Can I use my earphones outdoors?
    Yes, you can use your earphones outdoors. Your earphones are rated IPX4 for water resistance, meaning they are sweat proof and protected against splashing water from any direction. Your charging case is rated IPX3 for water resistance, meaning they can withstand light splashes of water.

    Operate and store your product within the temperature range of -4°F to 113°F (-20°C to 45°C) only. Charge the battery where the temperature is between 41°F and 104°F (5°C and 40°C) only.
  • How do I improve the audio quality from a connected Bluetooth device?
    Move your device closer to the earphones, as physical objects between the earphones and the source may obstruct the signal.
  • Cleaning/Handling my earphones
    Clean your earphone acetate using a microfiber cloth. Do not use alcohol or other cleaning substances on the product. Clean the ear tips and earphones with a soft, slightly damp cloth. Do not soak, submerge or allow moisture to enter near the drivers or cable jacks. Over time the proximity sensor (located on the back of each earphone) that helps regulate pause/play functions may become dirty and affect performance. If this happens, take a damp Q-tip or damp cloth and lightly rub the sensor. It is recommended that you return your earphones to their charging case when not in use. To avoid damage to the charging case, do not store other items in the canvas pouch along with your case.
  • Can I use just one earphone?
    You can use the right earphone on its own, but the left earphone must be used in combination with the right in order to operate properly.

Product Specification Charts

Headphones

Fill MW60 MW50+ MH40 MH30
Driver Size 45mm 40mm 45mm 40mm
Driver Diaphragm Engineered Polymer Beryllium Engineered Polymer Engineered Polymer
Driver Motor Material Neodymium Neodymium Neodymium Neodymium
Weight 345g 205g (On-Ear), 239g (Over-Ear) 360g 260g
Impedence 32 ohms 32 ohms 32 ohms 32 ohms
Dimensions 200mm x 185mm x 50mm 19cm H x 15.5cm W x 3.4cm T (On-Ear) 20cm H x 16.5mm W x 4mm T (Over-Ear) 200mm x 185mm x 50mm 195mm x 190mm x 40mm
Body Aluminum Aluminum Aluminum Aluminum
Frequency 5-25,000Hz 5-30,000Hz 5-25,000Hz 5-25,000Hz
Ear Coupling Circum-aural / Over-ear Supra-Aural/On-Ear and Circum Aural/Over-Ear Circum-aural / Over-ear Supra-aural / On-ear
Headphone Connection 3.5mm jack + micro USB port 3.5mm jack + micro USB-C port Dual 3.5mm input jack Dual 3.5mm input jack
Battery Life 16 Hours 16 Hours N/A N/A
Sensitivity Average 106 dB SPL at 1mW Average 106 dB SPL at 1mW Average 106 dB SPL at 1mW Average 106 dB SPL at 1mW
THD (distortion) Less than 0.1% @ 1mW for main audio range Less than 0.1% @ 1mW for main audio range Less than 0.1% @ 1mW for main audio range Less than 0.1% @ 1mW for main audio range

Earphones

Fill MW07 ME05 ME03 ME01
Driver Size 10mm 8mm 8mm 8mm
Driver Diaphragm Beryllium Titanium coated diaphragm Titanium coated diaphragm Titanium coated diaphragm
Driver Motor Material Neodymium Neodymium magnet Neodymium magnet Neodymium magnet
Weight 9g/earphone (18g total for both earphones), 76g/case 21g 16g 16g
Impendence - 16 ohms 16 ohms 16 ohms
Dimensions Earphones: 25 x 22.2 x 28.3mm Case: 64.6 x 26.8 x 45.1mm 21.5 mm x 11.8 mm 23 mm x 10 mm 23 mm x 10 mm
Body Acetate body Brass Aluminum Aluminum
Ear Coupling - In-ear monitor In-ear monitor In-ear monitor
Headphone Connection - 3.5mm fixed plug 3.5mm fixed plug 3.5mm fixed plug
Sensitivity - Average 105 dB SPL at 1mW Average 105 dB SPL at 1mW Average 105 dB SPL at 1mW
THD (distortion) - Less than 0.2% @ 1mW for main audio range Less than 0.2% @ 1mW for main audio range Less than 0.2% @ 1mW for main audio range

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