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Frequently Asked Questions

Welcome to Underwater Audio’s FAQ page!

We have a lot of answers for you here! Many of these questions are also answered in our Help Pages, but we will happily speed up your search and/or redirect you to the specific help section for each question.

As always, if you have any questions and cannot find the answers, please feel free to contact us by email at help@underwateraudio.com or call 541-623-0202 when our wonderful Customer Support team is working! We are here Monday - Friday from 8am - 5pm PST.

Is my device really waterproof?

Yes! Underwater Audio’s devices and headphones are 100% waterproof! Our devices are thoroughly tested to ensure you receive completely watertight products. Each one of our products is secure by the IPX8 waterproof standard, meaning they can withstand continuous immersion up to 10 feet!

Is my device Bluetooth capable?

The Delphin, the Uku (discontinued), and Swimbuds Bluetooth headphones (discontinued) are Bluetooth compatible.

The SYRYN, Swimbuds MP3, and iPod Shuffles are not Bluetooth compatible.

Also, please note that currently none of our devices are able to receive radio signals.

Does Underwater Audio sell Bluetooth headphones or Bone Conduction headphones?

Sorry! At the moment Underwater Audio does not sell Bluetooth headphones or Bone Conduction headphones. However, you might find some that are compatible with our devices.

See Will my Underwater Audio device work with regular headphones?

Will my Underwater Audio device work with regular headphones?

Yes and No!

All of Underwater Audio’s devices come with standard size headphone jacks and can fit other brands of headphones. Above water, any standard headphones can work with our devices. The Delphin is Bluetooth compatible and can be paired with Bluetooth headphones.

While in the water, only waterproof headphones will be able to work. If you use non-waterproof headphones in the water (swimming, or any other water sport such as paddle boarding, kayaking, etc.) they will likely be damaged by the water.

Bluetooth headphones can be paired with the Delphin, but please be aware that in water, Bluetooth (and WiFi) only have a range of about 2 inches (5cm), so your device must be physically very close to your headphones, and even then it may not work well while swimming.

Above water, your Bluetooth headphones should work very well with the Delphin.

Will I be able to access WiFi or Bluetooth while using the Delphin in the water?

The short answer? Not really.


WiFi and Bluetooth signals are extremely compromised by water. As soon as your Delphin is submerged, it has a range of about 2 inches (5cm) with both WiFi and Bluetooth.

Some apps, like the Zello walkie-talkie app, send only short bursts of data instead of a continuous stream, and we have had good results in pools with a decent WiFi signal.

Above water, you should get a decent range and be able to use Bluetooth for headphones.

What is Delphin Remote Connect?

Short Answer:

The Delphin Remote is a companion app for your iPhone or Android smartphone which allows you to view and control your Delphin from the comfort and ease of your phone's screen and keyboard!

Remote Connect is the app that comes pre-installed on your Delphin that communicates with the Delphin Remote app that you can install on your phone.

 

Long Answer:

With Delphin Remote, you can take full control of your Delphin Waterproof Micro-Tablet wirelessly from your smartphone! Enjoy 1-touch file transfer, painless app setup, and a much more refined typing experience than what is possible on an ultra compact device like the Delphin.

-Easy to connect! Simply scan the QR code displayed on your Delphin.
-Live view, and full remote control of your Delphin via WiFi.
-Instantly reconnect from memory, even after the app is closed completely.
-Login and setup your playlists and podcasts on a familiar screen.
-Full Screen and Delphin-mirrored view options.
-Easily organize and share files between your smartphone and Delphin.
-100% Encrypted data transfer keeps your files and information secure.

While it’s true that the Delphin is a 100% independent smart device, typing and file organization on its compact screen can be frustrating for some users. This is especially true when setting up your Delphin for the first time, as many apps require that you log in with your email and password. The Delphin Remote app eliminates small-screen typing frustrations.

Setup is super simple:

Connect your Delphin and your smartphone to the same WiFi network, then open the Delphin Remote app on your smartphone and the companion Remote Connect app on your Delphin, and use your smartphone to scan the QR code displayed on your Delphin.

The first time you connect, the app will ask for permission to access your phone’s camera and file storage in order to scan the QR code and transfer files. Once you are connected, you’ll be able to take full advantage of your smartphone’s display and keyboard for tasks like entering app login info, transferring files, and setting up playlists.

You can watch our video of how it works here on YouTube.

I need help with an app on my Delphin.

We have specific App Guides here! If you have questions about another app please feel free to contact us by email at help@underwateraudio.com or call 877-849-0750 when our wonderful customer support team is working! We are here Monday - Friday from 8am - 5pm PST.

Amazon Music

Apple Music

Audible

OverDrive

Pandora

Spotify

Tidal

Is the Delphin compatible with the ____ app I use?

We have a guide with a list of compatible (and known non-compatible) apps here. This guide is not exhaustive or complete, but it is a great place to start!

In general, Android apps that are available on the Amazon App store will be compatible with the Delphin. (Google Play apps do not work, e.g. Youtube Music or Libby).

We are occasionally able to find some workaround solutions for specific apps by sideloading an APK. If you do not see your app listed in the guide above or have questions about a specific app, please feel free to contact us by email at help@underwateraudio.com and our wonderful Customer Support team can either find the answer, or ask our programmers to look into it for you.

I need help with getting my music onto my device!

We would love to help you!

These links will re-direct you to the Help Guides for each device. In those guides are the instructions for getting music onto your device.

Delphin

SYRYN

Swimbuds MP3

iPod Shuffle

If the guides were unable to help you with the specific issue you are having, email us at help@underwateraudio.com and our great Customer Support team will help you out!

How do I download audiobooks?

On the Delphin you can use any app that you have access to such as Audible or OverDrive. Follow the instructions on that app to download your book for offline listening. Here are the Audible App and OverDrive App guides to help you out.

On any of our players you can purchase audiobooks from iTunes and upload them to your device. If you have access to any other content that is able to be converted into an MP3 or AAC file, you may upload that onto your device and play it offline in the pool.

For additional help, check out our troubleshooting page or contact us at help@underwateraudio.com.

how do I wear my waterproof Swimbuds headphones to swim?

My device is not working correctly, what do I do?

If you are still within your device warranty, we can send you a replacement device.

You can email us at help@underwateraudio.com or fill out the Warranty Verification Form and our Customer Support team will get back to you quickly!


For more device help, try our troubleshooting pages!

Delphin Troubleshooting

SYRYN Troubleshooting

Swimbuds MP3 Troubleshooting

iPod Shuffle Troubleshooting

See Can I check my warranty below.

My Swimbuds headphones are not working correctly, what do I do?

If you are still within your one (1) year warranty, we can send you a replacement pair. You can email us at help@underwateraudio.com or fill out the Headphone Replacement Form and our Customer Support team will get back to you quickly!

For more headphone help, try our headphone troubleshooting page!

Where can I order replacement earbud tips?

Here!

Click here for earbud tips for the Swimbuds Sport, Swimbuds HydroActive, Swimbuds Flip, and Swimbuds MP3 Wearable Player.
or
Click here for earbud tips for the Swimbuds Classic, and Swimbuds Color.

I lost my USB charging cable, where can I get a new one?

Does Underwater Audio repair broken products?

It depends on the device and the specific issues your device is having, but yes! We do repair some issues (see below). If you want to send your device in for repair, email help@underwateraudio.com to start the process with a Customer Support team member.

In your email to us we will need to know:
Which device you have, and what issues it is showing. Your order number is very helpful if you have it, but not required.

iPod Shuffle repairs
The repair process requires you to mail your iPod in to our store for our techs to check it. Once we receive your iPod we will test it. If we can repair it, we will let you know via email. The iPod repair cost is $120 and comes with a six (6) month warranty. Please note that if you send your iPod in for repair, it will not be sent back unless you choose to have us fix it. (Button issues and Battery issues are usually repairable!).

Delphin repairs
Prices:
Screen- $80
Battery- $40
Motherboard- $120
Clip or Button Issues- $40
Flashing/ Firmware update - Free

All repaired Delphins will be flashed (this restores them to factory settings and updates them to the newest firmware) and be returned as fresh devices without any previous user data.

All repaired Delphins have a six (6) month warranty from the date the device is received in your possession.

SYRYN and other device repairs
At the moment, we do not currently offer any other device repairs except for broken clips on the SYRYN. If you are still within your one (1) year warranty, we can send you a replacement device.

Headphone repairs
We do not currently offer repairs on the Swimbuds headphones. If you are still within your one (1) year warranty, we can send you a replacement pair. You can email us or fill out the Headphone Replacement Form and our Customer Support team will get back to you quickly!

What is Underwater Audio's warranty policy?

All iPod Shuffles are guaranteed against water damage for a period of six (6) months after the date of original retail purchase. All Underwater Audio waterproof headphones, the Swimbuds MP3 wearable player, the Delphin Micro-Tablet media player, the SYRYN MP3 player, and the Uku wireless audio receiver (discontinued 2021) are all guaranteed for a period of one (1) year after the date of the original purchase.

If a defect exists, Underwater Audio, at its option and to the extent permitted by law will (1) repair or replace the product at no charge, or (2) refund the original purchase price. The original cost of shipping the product to you is not refundable. Replacement products may be formed from new and/or previously used parts that are equivalent to new in performance and reliability. Shipping is not refundable. This warranty excludes damage resulting from abuse, accident, modifications, or other causes, including loss of product, that are not defects in materials and workmanship.

If a return of an international purchase is required, the customer will be responsible for shipping the product back to Underwater Audio and additional customs and/or duties. Underwater Audio will be responsible for shipping the replacement product back to the customer.

To the extent permitted by applicable law, Underwater Audio, LLC is not liable for any direct, indirect, incidental or consequential damages arising out of the use or service of the product. The warranty and remedies described above are exclusive and in lieu of all other warranties, remedies, and conditions, whether oral, written, express, statutory, or implied. To the extent permitted by applicable law, Underwater Audio disclaims all implied and statutory warranties, including warranties of merchantability and fitness for a particular purpose. If implied warranties cannot be disclaimed, then such warranties are limited to the duration of this warranty.

Any recovery is limited to the original purchase price. No person other than Underwater Audio, LLC is authorized to modify this limited warranty, and your seller is solely responsible for any other warranties. Some states do not allow limitations on how long an implied warranty lasts, or exclusions of incidental or consequential damages, so the above limitations may not apply to you. This warranty gives you specific legal rights, and you may have other rights, which vary from state to state. To obtain warranty service, contact Underwater Audio at help@underwateraudio.com. Proof of purchase may be required to verify eligibility.

This Warranty does not affect your statutory rights.

Can I check my warranty?

Absolutely! If you want to check it yourself:

All iPod Shuffles are guaranteed against water damage for a period of six (6) months after the date of original retail purchase. All Underwater Audio waterproof headphones, the Swimbuds MP3 wearable player, the Delphin Micro-Tablet media player, the SYRYN MP3 player, and the Uku wireless audio receiver (discontinued 2021) are all guaranteed for a period of one (1) year after the date of the original purchase.

Or if you want us to check it for you:

Click here to fill out our Warranty Verification Form and one of our Customer Support team members will get back to you quickly!

If you purchased extra insurance, this was done through a third-party retailer such as Amazon or Walmart. Underwater Audio does not currently offer extended warranties. You must contact the retailer or seller of your extended warranty policy and begin the replacement process with them.

If you purchased your item second-hand through a retailer or other website (such as eBay by another seller than our store) you will need to contact that seller. Underwater Audio warranties are only valid if sold by an authorized retailer and cannot be passed on to a new customer through second-hand sales. You may contact us at help@underwateraudio.com to see if your warranty or purchase is valid.

What is Underwater Audio's replacement policy?

All iPod Shuffles are guaranteed against water damage for a period of six (6) months after the date of original retail purchase. All Underwater Audio waterproof headphones, the Swimbuds MP3 wearable player, the Delphin Micro-Tablet media player, the SYRYN MP3 player, and the Uku wireless audio receiver (discontinued 2021) are all guaranteed for a period of one (1) year after the date of the original purchase.

If a defect exists, Underwater Audio, at its option and to the extent permitted by law will (1) repair or replace the product at no charge, or (2) refund the original purchase price. The original cost of shipping the product to you is not refundable. Replacement products may be formed from new and/or previously used parts that are equivalent to new in performance and reliability. Shipping is not refundable. This warranty excludes damage resulting from abuse, accident, modifications, or other causes, including loss of product, that are not defects in materials and workmanship.

If a return of an international purchase is required, the customer will be responsible for shipping the product back to Underwater Audio and additional customs and/or duties. Underwater Audio will be responsible for shipping the replacement product back to the customer.

To see the rest of the Warranty, click here.

What is Underwater Audio's return policy?

If you need to return your product, you can send it back unused for a full refund, within 30 days of the original purchase date. If you have used your Underwater Audio product, it is covered by the Underwater Audio warranty against manufacturer’s defects. You cannot return a used, operational product for a full refund. Cost of shipping returns will not be covered by Underwater Audio.

If a return of an international purchase is required, the customer will be responsible for shipping the product back to Underwater Audio and additional customs and/or duties.

What is Underwater Audio's shipping policy?

The basics of our policy are listed here in the FAQ’s. Since shipping rates change, click here to see a more detailed and up to date version of our shipping policy.

Return Shipping
Cost of return shipping will not be covered by Underwater Audio.

Domestic Orders
USPS Priority Mail Express and UPS Next-Day orders placed before 9am PST Monday - Friday will ship the same business day.
All other shipping methods will ship next business day unless your order is placed before 8am PST.

USPS First Class - Free for all US orders. Delivery window is 3 - 7 business days.

International Orders
International orders ship via DHL Express, Royal Post, or Australia Post, based on location and customer selection.
Orders placed after 8am PST will go out next business day.

Does Underwater Audio ship to my country?

If you do not see your country listed at all:
Email us! It could just be that you are our very first direct customer in that country and we can ship to you!

This list is not exhaustive or complete. We add countries (or move them around) as we find out what their shipping status is for us.

Email us at help@underwateraudio.com and we will see if we can ship to you!

If you are not in a country we ship to:
Please be advised that many of our products can be found on Amazon in multiple countries, and Amazon is able to ship to more countries than we can. You might be able to find the item you are looking for on one of Amazon’s websites. Thank you!

Alternatively, if you will be visiting any of the countries we do ship to, you can let us know ahead of time and we can time it to ship an item to you in that country during your visit.

Also, if you have friends/family in a country we do ship to, we can send the item to them and they can forward the item to you.

North America

Shipping available:
United States
Canada

Sorry, but we cannot ship to:
Mexico

Australia

Shipping available:
Australia
New Zealand

Asia

Shipping available:
Dubai
Hong Kong
Israel
Japan
Singapore
Taiwan
United Arab Emirates

Sorry, but we cannot ship to:
China
Russia

Europe

Shipping available:
England/United Kingdom
Austria
Belgium
Denmark
Finland
France
Germany
Greece
Iceland
Republic of Ireland
Italy
Liechtenstein
Norway
Poland
Portugal
Spain
Sweden
Switzerland

Sorry, but we cannot ship to:
Russia

South America

Currently, Brazil is the only country we are able to ship to in South America.

Africa

Sorry! We are unable to ship to Africa at this time.

Antarctica

Apologies to all the Penguins! We do not ship to Antarctica.