frequently asked questions
From the high-quality materials we use to the state-of-the-art manufacturing practices we employ, torque is committed to changing how you enjoy your music. As we grow, we also want to exceed your expectations in customer service. Help us improve and send us your comments.
We’re here to help! If you don’t see any questions pertaining to your issue, send us an email: support(at)torque.audio or through our contact form HERE
Be sure to have the below information ready:
Model and serial number of the headphone
Date of receipt and retailer name
Detailed question or issue found with your headphone
If a replacement is needed, our customer service team will give you detailed direction on how to proceed. A copy of your original receipt may be requested to confirm the sale from an authorized dealer prior to the Return Authorization process. Already placed a claim? Please allow 4-6 weeks for warranty to be processed. We’ll send you an email notification.
Can I use third party eartips?
Torque cannot guarantee fit or performance of third party or aftermarket eartips.
My TorqueValve™ is in too tight and can’t remove it.
Make sure the eartips are removed before attempting to remove the TorqueValves™.
Your in-ear headphone comes with the TorqueValet™ which holds all your TorqueValves™ when not in use. On the right hand portion of the TorqueValet™, you will notice a notched hole. Hold on to your headphone with one hand and place the notched hole over the TorqueValve™ with your other hand and twist counter clockwise to remove.
Make sure you do this in a clean indoor environment to avoid getting small particles or dirt in contact with the delicate speaker inside. Also check inside the TorqueValve™ to make sure it’s free of debris prior to install. If you had issues getting the TorqueValve™ off, most likely it was screwed on too tight. This time, let the rubber O-rings create enough friction to hold it in place with your fingers and do not use the TorqueWrench to tighten. The TorqueWrench feature on the TorqueValet™ should only be used to remove when stuck.
How do I clean my headphone?
DO NOT use any alcohol-based cleaners.
Separate the ear tips from the headphone and clean the parts separately but keep the TorqueValve™ in place to avoid debris from entering the acoustic chamber. Clean the components using baby wipes and make sure everything is completely dry before reinstalling the ear tips.
Always keep your unused TorqueValves™ in the TorqueValet™ and in a clean dry location to make sure they’re free of debris.
Use damp cloth and wipe and make sure all areas are dry before use.
Audio is only coming out from one side. How do I correct this?
Please make sure the 3.5mm plug is inserted all the way in to the headphone jack. Some portable devices and Y-splitters may not be compatible with iOS based 3.5mm jack. You can isolate the issue by trying on other devices first. If problem persists, please contact us for further assistance.
What devices are compatible with this headphone?
The remote and mic are supported only by iPod nano (4th generation and later), iPod Classic (120GB and 160GB), iPod Touch (2nd generation and later), iPhone 3GS, iPhone 4, iPhone 4S, iPhone 5 and iPad. The remote is supported by iPod Shuffle (3rd generation and later). Audio is supported by all iPod and iPhone models. Audio should work with most computers and portable music devices with a 3.5mm headphone jack.
NOTE: Microphone and remote control compatible with most newer Android phones but functionality may vary. Check with your owner’s manual or manufacturer of the mobile device for details.
Other audio devices (& PC/MAC computers)
Audio is fully supported by most audio players with 3.5mm stereo headphone jack. Check with your owner’s manual or manufacturer of the audio device for details.
How do I get the best performance from my in-ear headphone? Which eartips work best?
Everyone’s ears are very different. Try each of the various sizes. For optimum performance, chose the right ear tips that completely seal to your ears but not so small that the ear tips may get stuck in the ear canal. A good seal is essential for bass reproduction.
We recommend you start with the M (medium) eartips first. Then gauge to go up or down in size for proper fit.
It may take experiments over several days to find the eartips for your ears. But it’s worth the effort to maximize your experience. For some ears, it may require a different size eartips for Left and Right.
NOTE: Multi flange ear-tip (double & triple) uses a longer shaft than single flage ear-tips in order to function. This longer shaft can lead to reduced bass frequencies due to the sound pressure absorption from the added silicone material.
How do I remove the ear tips from my in-ear headphone?
Hold the headphone in one hand and using the fingers of the other, pinch the very tip of the ear tips and remove with a twist-pull motion. The ear tip should come off easily from the in-ear headphone stem. Our components are made to a strict tolerance and is designed to be very tight.
Why do I get static electricity discharge on my in-ear headphones?
Note: static discharge is not limited to Torque headphones. Any electrical device can potentially build up static and discharge through the headphone.
When operating in a very dry, low humidity environment, your movement can build an up static lectricity. It is possible to receive a small and quick electrical discharge through your headphone. To minimize the risk try to avoid the use of the headphone in a dry environment, ground yourself prior to using the headphone by touching metal components which are grounded to the earth, or avoid synthetic fiber clothing or walking on synthetic carpets.
Why does my headphone bass sounds “muddy” or distorted?
Turn off any EQ or sound enhancements. Your headphone is designed to sound best without any audio enhancements from your device
Bass frequency volume sounds low on t402v/t401v headphones
Make sure the ear pads are aligned and seated correctly to the headphone. Low frequency (bass) will leak from the gap if the earpads are not completely sealed.
If you wear glasses or sunglasses with thick arms (called temple), you may have some air leaking from the small gaps around your ear. Generally, better the seal around the ear, better the sound quality.
Bass is more noticeable on one ear on t402v/t401v headphones
The earpads are color coded. Make sure LEFT and RIGHT earpads are using the correct setting. Both sides should have the same color ports aligned towards the headband of the headphone.
What's your private policy?
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
How we use collected information
Torque may collect and use Users personal information for the following purposes:
– To improve our Site. We may use feedback you provide to improve our products and services.
– To process payments. We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
– To send periodic emails. We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
This document was last updated on December 19, 2014