FAQ

GENERAL QUESTIONS

How do I know if I have made the purchase correctly?
If you have done the purchase correctly, you will receive a confirmation email indicating what you have bought an item from us and please check the spam folder. If you didn’t receive the email, you can ask us directly about your order by sending the following information to [email protected]:
→ Order number (not tracking number)
→ Date of purchase
→ Name and address
→ A brief text explaining the situation

What is my order number?
It’s the 5-digit number that is provided to you on the confirmation email.

What is my tracking number and what is it for?
It’s a code composed of letters and numbers, provided in your shipping confirmation email, which will help you to monitor your order.

Is there an email or phone number that I can reach out?
Currently due to COVID-19, customer service is carried out only through email on [email protected] and for that reason, currently we do not have phone service available.

Is there a discount or offer available?
Yes, ask our customer service for available offers and discounts.

What are the payment methods available?
Credit and debit card: You can pay by credit or debit card in a very secure way.
PayPal: You can pay through a PayPal account or with any credit or debit card accepted by this platform, among others Visa, MasterCard, Maestro or American Express.

Is it safe to use my credit/debit card in our online store?
Yes, payment by credit card is done securely and protected with the virtual POS of the platforms, PayPal and Stripe.

What happens to my data when making a credit/debit card purchase?
BlackPods.net does not store credit card, bank account or other confidential data related to the customer’s financial data, we will only know the chosen payment method and the shipping address.

SHIPPING QUESTIONS

How much time it takes for my order to be processed?
Each order is processed within the first 24 hours of purchase.

How can I know the status of my order?
As soon as we send your order you will get a message with your tracking number and you can monitor your order from the following tracking page: https://www.yunexpress.com/
Just enter the tracking number provided on the page.
Normally, shipments take between 5-7 working days to arrive.

Why haven’t I received my tracking number?
You will receive your tracking number by email or SMS no later than 24 to 48 hours on business days after your purchase.

How long will it take to receive my order?
The normal delivery time for the US, Canada, Australia and UK and rest of the world is 5-7 business days due to logistics delays regarding the current pandemic (COVID-19).
Orders can take an extra 2 weeks to arrive depending on the country.
We have dedicated warehouses in USA and Singapore that ship out internationally via USPS to USA or YunExpress.

My order was sent back to the sender, and what can I do to get my order?
Please contact us with your order number and a screenshot of the return to the following email: [email protected]
Our customer service will contact the shipping company to find out the problem and will make a new shipment immediately if necessary.

My order was sent to the wrong address, what can I do?
Please contact us with your order number and a screenshot of the shipment status of your order to the following email: [email protected]
Our customer service will contact the shipping company to find out the problem and will make a new shipment immediately if necessary.

RETURN & REFUND QUESTIONS

Can I cancel my order?
Yes, once the purchase is made, BlackPods.net will accept cancelation and refund within 2 hours with a minimal fee of 15 USD.
Orders in transit cannot be cancelled.

Do you have a warranty?
YES, BlackPods/WhitePods are covered by a 30-day limited warranty. This means that if your BlackPods/WhitePods are proven to be defective within the first 30 days of use, we will send you a new pair for free.

What can I do if I receive a defective product?
That situation is very rare since we select and review all our sent products very carefully, but it can happen from time to time and if you receive a product with a defect, please check our return and return policy.

On which card do I receive my refund?
You will receive the refund on your original payment method.

OPERATION QUESTIONS

Are these BlackPods/WhitePods real?
Yes! These are BlackPods/WhitePods. Our brand is independently owned and NOT associated with Apple AirPods. But we take pride in our BlackPods/WhitePods having nearly the same quality as AirPods but at a fraction of the price and in a different colour range.

What Bluetooth devices can I connect to the BlackPods/WhitePods?
Any standard Bluetooth connection device (IEEE 802.15.1 Bluetooth 5.0) is compatible with the BlackPods/WhitePods, including iOS & Android operative systems.

How to pair BlackPods/WhitePods?
iOS First Configuration:
1. Exit out of apps
2. Stay on the Home screen of your iPhone
3. Open the BlackPods/WhitePods case (with the BlackPods/WhitePods in them) and hold it next to your iPhone
4. Look for the setup animation. It should appear automatically on your iPhone screen
5. When it does, tap Connect, then tap Done
6. Listen for the connect chime. You can also test the connectivity by donning your BlackPods/WhitePods and playing some music

Manual Paring for any Bluetooth device:
1. Go to Settings ⇾ Bluetooth
2. Open the BlackPods/WhitePods case (with the BlackPods/WhitePods in them) and hold it next to your iPhone
3. Once in the Bluetooth menu, find your BlackPods/WhitePods from your list of connected devices and select “Connect”
4. Listen for the connect chime. You can also test the connectivity by donning your BlackPods/WhitePods and playing some music

How can I charge the case?
The case charges through any lightning cable. We also include one on the package. Our case for the PRO and 3 model also features wireless charging, so you can use any wireless charger.

How long is the battery life?
The battery for both BlackPods ranges between 4 to 5 hours depending on the model from one single charge. This means that if you were to put your BlackPods in, you would be able to use them for 4 to 5 hours straight. The charging case itself holds 4 charges, meaning it can charge the BlackPods fully 4 times. In total, the battery life from one full case charge is 20 hours.

How can I reset my BlackPods?
PAIRING RESET
This reset will help if only one BlackPod is working, and it starts glowing every time you start the case. It is very simple.
Hold the back pairing button for 2-3 seconds while the BlackPods are in the case

SOFT RESET
1.- Forget your device from Bluetooth settings, then turn off Bluetooth
2.- Open the lid and hold the back button for a few seconds, until the light flashes, then close the lid
3.- Wait a full minute, then turn on Bluetooth, open the lid and try to reconnect
4.- If it doesn’t work, take the BlackPods out and put them back in. Close the lid and wait for the light to turn off. Then open it and try again. It can take 3-4 SOFT RESETS to work. If it doesn’t try a HARD RESET

HARD RESET
1.- Forget your device from Bluetooth settings
2.- Leave the BlackPods outside of the case for several hours to let the battery fully drain. Leave the case open. It’s important to not have any residual charge left, so leave it out one full day or more
3.- Once it’s drained, put the BlackPods back in the case and charge the case for a while
4.- Then, do a SOFT RESET. It can take 3-4 SOFT RESETS to work

ISSUES QUESTIONS

How can I fix issues that I’m experiencing with my BlackPods/WhitePods?
We created the guides below that might fix issues that you are experiencing.

How to fix L/R imbalance?
1.- Head to Settings > Accessibility on an iOS device. Alternatively on an Android device: <In the Settings app, select Accessibility from the list.
2.- On the Accessibility screen, scroll down to the Audio and On-Screen Text section > Here, you can adjust the left/right volume balance.
3.- Move the slider until the audio seems to be calibrated right.

Audio doesn’t play while Apple Watch is connected How to fix it?
It is a common “WatchOS 7 / iOS 14 bug”. If you’re running WatchOS 7 and / or iOS 14 you might experience issues with your BlackPods not connecting or freezing up your phone. This is not unique to BlackPods.
This can be fixed in different ways:
1. Power off your Apple Watch/Put it in flight mode/Turn off Bluetooth on watch
2. Your BlackPods should now function correctly

How to fix BlackPods keep Pausing content or disconnecting?
Note that this is not due to connection issues – it is due to the ear detection sensor. This can happen to many people just due to the natural shape of the ear canal. Because of this, the option to disable automatic ear detection is in place.

Works for iOS (iPhone) only:
1.- With your BlackPods Pro/WhitePods Pro in your ears, go to Settings > Bluetooth on your iOS device
2.- Tap the info button next to your BlackPods in the list of devices
3.- Tap Ear Tip Fit Test
4.- Tap Continue, then tap the Play button
5.- Your BlackPods should now function correctly

Works for any Bluetooth devices:
1.- Simply navigate to Settings > Bluetooth > BlackPods (or whatever you have named them) and turn off the toggle for automatic ear detection.
2.- Pausing while listening should now not occur at all.
3.- Once this setting has been disabled, it will carry over onto other devices.
4.- It is also important to keep all sensors / ports / holes clean on your BlackPods.