Customer FAQs continued:
Pricing & Products
Q: How much do custom earplugs cost? A: Base price for filtered custom earplugs is $150/pair. Sleep plugs are $110/pair. Solid/total-block earplugs are also available for higher attenuation needs. Full pricing here: https://www.crystalguardian.xyz/store
Q: What's the attenuation level of the filters? -10dB: lightest filter, popular for performers (except drummers who should have more protection) to maximize sonic awareness (often swapped to a heavier filter when not performing), club workers/bartenders who need to prioritize verbal communication, loud acoustic performances, loud restaurants or bad comedy shows
-15dB: popular for general club and concert use, for those wishing to prioritize volume or for those going out under 3-4 hours/day; also popular for musicians/DJs
-20dB: most popular for general and heavy club and concert use, prioritizing long-term protection
-25dB and -27dB: for those who are more sensitive to noise or whose preferred spot is in front of speakers; good for basement noise shows
Q: Do you offer discounts for buying multiple pairs? A: No — pricing is kept as low as possible across the board, so multi-pair discounts aren't possible unfortunately.
Q: Do you offer discounts for nightlife/venue staff or specific communities (e.g., festival alumni networks)? A: Yes, in some cases — staff/community discount codes have been set up for partner venues and organizations.
Q: Do you make solid/full-shell plugs with no filter? A: Yes — full shell solid silicone earplugs are available and attenuate more than the standard -32dB filtered option.
Q: Are your filters compatible with other brands' custom earpieces (e.g., ACS, 1of1)? A: Yes — several other custom earpiece makers use the same Dynamic Ear Company filters, so those filters can be swapped across brands.
Q: Can I get custom tips/sleeves for my IEMs or other hearing protection (e.g., 3M Peltor)? A: No — custom sleeves for universal IEMs aren't offered. Sensaphonics or 1of1 Custom are given as outside recommendations.
Q: Do you offer molded in-ear monitors (IEMs), not just earplugs? A: Not currently — this is something we’re working on offering starting in 2027 hopefully!
Turnaround Time & Production
Q: What's the current turnaround time for an order? A: This fluctuates based on lab volume — normal turnaround is about 2 weeks, but during busy periods (post-travel, high order volume) it can stretch to 3–4 weeks. Customers are told the current estimate directly when they ask.
Q: Can I get a rush order? A: Yes, there's a $100 rush-order add-on option on the website for expedited production: https://www.crystalguardian.xyz/store/rush-order-fee-add-on-1
Q: My order is time-sensitive (flying out, festival, event) — can it be prioritized? A: We try to accommodate when possible, it’s helpful to put your need-by date in the comments section of the order form.
Ear Impressions, Molds & Refitting
Q: How long do you keep ear impressions/molds on file? A: 3 years. After that, customers are asked to come in for a refit, since ear canal shape changes over time (roughly every 4–5 years).
Q: My molds are more than 3 years old — do I have to get refit even for a simple reorder? A: Yes, a refit is recommended/required once impressions are older than 3 years — this applies even to loyal repeat customers.
Q: Can I get impressions taken by my own local audiologist and mail them in? A: Yes — useful for customers outside NYC or unable to attend a pop-up/lab visit. Shipping address to the lab is: Studio G c/o Crystal Guardian, 44 Dobbin St, Brooklyn, NY 11222.
Q: Do you have a network of partner locations for taking impressions (e.g., outside the US)? A: No formal international network — customers are advised to visit a local audiologist for impressions if not near a pop-up or the Greenpoint lab.
Q: Can I get a copy of my ear impression 3D scan file? A: Yes — scan files can be emailed directly to customers on request.
Lost, Damaged & Replacement Items
Q: I lost one earplug — can I just replace the one side? A: Yes — there's a single-side replacement product on the site, separate from ordering a full new pair.https://www.crystalguardian.xyz/store/replacement-for-1-earplug-side
Q: I lost both earplugs — do I need to order the single-side option twice? A: Reordering the full pair (not two single-side orders) is the standard path when both are lost, assuming molds are still on file (within 3 years). https://www.crystalguardian.xyz/store/custom-earplugs1
Q: My connecting cord broke — can I get a replacement? A: Yes, generally free if picking up in-person at the lab at 44 Dobbin St.
Q: Can the slim black cord style be swapped for the clear pop-cord style? A: No — the slim cord style exists specifically for ear shapes that can't accommodate the clear pop-cord.
Q: I lost my clear case — can I get a replacement? A: Yes, available for pickup at the lab or by request.
Q: My ear-wax cleaning tool needs replacing — can I get another one? A: Yes, available for pickup or shipping.
Orders, Shipping & Delivery
Q: I entered the wrong shipping address — can it be changed after ordering? A: Yes, just message with the correct address. Note that we use a third party shipping app and that the email that goes out when the earplugs have shipped will have the original incorrect shipping address, but rest assured we have changed it to the correct address if we let you know this previously.
Q: My package shows "returned to sender" or lost by USPS — what happens? A: The team monitors tracking, re-ships once a returned package is received back, and will attempt a USPS insurance claim if a package appears genuinely lost (though claims are sometimes denied if tracking doesn't confirm loss).
Q: Do you ship internationally? A: Yes — orders have shipped to Germany and other international destinations; delivery specifics (e.g., registered mail) can be requested.
Q: Can I pick up my order in person instead of having it shipped? A: Yes — pickup at the Greenpoint lab (posted lab hours) is offered as an alternative to shipping.
Q: I want to cancel/change my order (wrong item, found lost item, changed mind on filter/color). A: Cancellations and modifications (filter dB level, glitter/color choice, add-ons) are accommodated as long as the order hasn't been completed/shipped yet.
Q: Can I add something to an existing order (e.g., a connecting cord) after placing it? A: Sometimes — depends on compatibility with the customer's existing earplug style.
Appointments & Pop-Ups
Q: How do I book a fitting appointment? A: Via the online booking system (Waitwhile/Setmore) or by attending one of the announced pop-up events; newsletter signup is offered for pop-up updates.
Q: Can I reschedule or cancel my appointment? A: Yes, generally accommodated, though there's a stated 2-hour-before cutoff for standard rescheduling via the booking system; exceptions are made case by case.
Q: Is an appointment slot at pop-ups valid for one person, or can I bring someone else under the same slot? A: One appointment = one person; each additional person needs their own slot.
Q: Do you travel for pop-ups outside NYC? A: Yes — pop-ups have been done in other cities/countries depending on scheduling and demand, generally seasonal/limited.
Care & Maintenance
Q: My earplugs developed a smell — how do I clean them? A: Wipe the outside with an alcohol or baby wipe, or wash with lukewarm water and a bit of soap. Always make sure earplugs are fully dry before storing them back in the case.
Q: The earplugs are hard to insert/remove — any tips? A: A touch of Vaseline can help with lubrication; natural skin oils also help lubricate the silicone over time with use.
Gift Cards & Payments
Q: I have a gift card but never got the email — can it be resent? A: Yes — gift card codes/PDFs can be resent to a new email if the original wasn't received or was deleted.
General Product Questions
Q: Will custom sleep plugs completely block out sound? A: No — they significantly dampen sound but won't fully eliminate it. Lower frequency noise is harder to block out, as it travels through bone to the inner ear.
Q: Are your earplugs compatible with Bluetooth/corded IEMs or headphones? A: No.
Q: Do the earplugs have attachment points for a cord/string if I don't have the built-in pop-cord? A: This depends on the earplug style/order; not universal across all orders.