Q: My SurfEars still haven’t arrived, where are they?
A: Most postal services offer tracking. The tracking number is sent to you when your order gets shipped from the warehouse. If your plugs are delayed and no tracking has been sent to you, contact us below and we’ll help you out.
Q: I have lost my plugs, can I get new ones?
A: Unfortunately we can’t replace lost plugs. SurfEars come with different size options for the sealing gel and the fixation wing and it is important that you find the perfect fit for your ear. With the right fit SurfEars are designed to stay in your ear even during heavy wipeouts and are proven to do so most of the time. There is no guarantee though and accidents where plugs fall out may occur. If you use the leash as intended the risk of losing your plugs will be eliminated.
Q: What material are the plugs made of?
A: All our materials are ROHS classified and thereby free of hazardous substances.The mesh is made from polyester and the silicone parts are made from skin safe, medical grade silicone.
Q: Do SurfEars work for diving?
A: Yes! We have tried them while diving down to 15 meters where they functioned well and we could equalize the pressure in our ears just like normal. We have positive indications that they could work even deeper. We have gotten some good feedback from free divers who has tested SurfEars, you can read some of the feedback here, here and here.
Q: I can’t hear as well through my plugs anymore. They seemed to have clogged up.
A: To prevent this you should rinse your plugs in fresh water after each use or as often as possible. It the plugs have clogged up, you can place them in warm water (ca 40 deg C) and leave them in for an hour or two, which will dissolve the salt crystals. Rinse and hearability should be restored. To go one step further you can clean the mesh using a soft brush or cloth after having soaked the plugs in warm water which will eliminate any remaining salt crystals.
Q: My SurfEars broke, what can I do?
A: Within 6 months after purchase we have a warranty, so if your plugs break within this time due to normal use, we’ll replace what is broken. (If you got your SurfEars elsewhere then this website, reach out to the distributor in your region and they will support you. Contact info here.) After the warranty runs out spare parts can be purchased here.
Q: Do SurfEars block cold air even though the mesh is an open structure?
A: The mesh is an open structure, which does allow some air to flow through while blocking water. This is one of the reasons why they let so much sound through. If you blow trough the plugs from the gel side there should be some resistance. This is enough to avoid excessive circulation and will help keep the air inside your ear canal warm. We haven’t experiences any complaints here to date so we consider this not to be an issue.
Q: Is the acoustic mesh durable?
A: The mesh is a polyester fabric made from ultra thin fibers. It’s quite a bit stronger that you would think, so durability of the mesh itself is not an issue. For the 3.0 version we have improved the durability by increasing the area for the adhesive that holds the mesh in place and added a stabilizer in the middle which makes it less sensible for fingers and nails when the plugs are pushed in in place in the ear. In case it still would break we have a 6 month warranty and thereafter we offer option to buy spare parts.
Q: I get a sense of vacuum in my ears when using SurfEars. How do I avoid that?
A: The reason for this issue might be due to the fact that when water enters your ear canal the capillary effect creates a complete seal between the rubber and your skin, creating a sense of vacuum in your ear. We have noticed that this happens more often when using larger ear gels than when using smaller.
To avoid it you could try the following:
1. Go down one size with the ear gel (only works unless you’re already using small)
2. When coming up from under water ”click” your ears, similar to what you do when pressure equalizing
3. Wiggle the plugs in your ear with your hands a few times. If none of the above helps, this one usually does
Q: How do I know which ear plug is for the right ear and left ear?
A: We have color-coded the plugs: red is designed for the left ear and green for the right ear. When you use SurfEars for the first time we recommend that you try them out in front of a mirror. The support wing is supposed to point to back end of the ear. When you have the plug in your ear it should look like this (Click to enlarge):
Q: How come you only have two sizes Support Wing (S+M) and four sizing Sealing Gels (XS+S+M+L)?
A: We’ve tested SurfEars with a lot of different people and found that this size combination is enough to fit most people’s ears. Please let us know if it shouldn’t fit yours!
Q: How do I know what size to order?
A: You don’t need to worry about size. In every package of SurfEars you will find:
– On pair of pre-assembled earplugs with Medium sealing gel and Medium Support wings
– Two sealing gels size x-small
– Two sealing gels size small
– Two sealing gels size large
– Two support wings size small
– One premium storage case
Q: I have lost one of my ear plugs, can I buy just one?
A: If you have lost one of your plugs you can order spare parts in your size (one plastic core, one sealing gel and one fixation wing makes one ear plug) instead of buying a whole new set of SurfEars.
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