FAQs

We have designed our products to be optimal for specific uses. We list the most suitable products in the collection for each activity.

If you are unsure of the best product for yourself, please speak with one of our representatives to assist in your selection.

We only sell custom-fit, in-ear products. We do not feel it is possible to do everything well so we focus on what we know best – making custom-fit in-ear products as fast and easy to buy as possible.

Absolutely! Our team stands ready to assist you in any way we can to help you make the best decision.

You can call or text customer support at (833) 545-0298, email support@fenxcustom.com or use the contact form on our website.

Each model is designed for a specific purpose, so we can help you optimize your performance.

Some models are suitable for multiple activities and, we try to indicate that on the product pages.

It is hard to say as each product is popular for the specific activity, and some of those activities are more popular than others. (sorry swimmers!)

While the earplugs are safe, our AI supported scanning process was developed for more mature ears. The ear continues to change until about the age of twelve.

The ear does continue to change as we grow older but, these changes are less significant. We do not recommend Fen X Custom for children under the age of twelve.

Yes, we use medical grade silicone that has been FDA approved and the lacquer coating is also FDA approved for in-ear products.

All you need is an iPhone 10 or newer and our app (excluding the iPhone 13 as the camera does not support our AI technology). We provide video tutorials and written guides to show you the process.

Many people are able to figure it out without watching the videos, but we definitely recommend watching them at least once.

You can scan yourself if you have another device (like a laptop) to mirror-screen, so you can properly position the camera to complete the scan. Most people find it easier to ask a friend to help with the scan. If you buddy scan, you do not need a second device.

Any iPhone 10 or newer excluding the iPhone 13 (as the camera model does not support our AI technology).

You do not need the internet to complete a scan unless you choose to self-scan.

In order to self-scan, you will need a Wi-Fi connection so that you can properly set up the mirror-screen.

Once you download the app, the whole process generally takes less than two minutes to complete. A lot less time than making a visit to an audiologist!

Yes, you can use a single phone to scan as many people as you like (the more the merrier). However, each person will require a unique QR code, which you can get from our website.

Absolutely! Unless you opt-out from allowing us to save your scans, we will keep the images on file so that you can order additional products without having to scan a second time.

Our AI will indicate if the scan is complete, a re-scan is required or, if the scan is rejected. After scanning just wait to see a confirmation.

Some of our products have a unique interior geometry to fit electronics or earbuds and may not have sufficient room in very small ear canals. If the scan is not successful, we will provide a refund of your purchase price.

You can borrow an iPhone from a friend for a few minutes or ask someone with an iPhone to scan your ears for you.

Yes! Our developers are hard at work developing the Android version and, we look forward to having this available soon.

We can generally make correctly fitting earplugs for smaller ears, but ears are more unique than fingerprints so, there are definitely some we cannot produce a product to fit. Generally, the AI will let you know after your scan if it was successful. If we cannot complete the scan, you will get a refund of your purchase price.

Simply visit our website www.fenxcustom.com, select the model most suitable to your needs, complete the checkout process and you are ready to scan.

We do offer a few essential accessories on our website. The earplugs themselves will come with everything you need.

Unfortunately, as soon as you complete your scan we have started to make your earplugs, so it is not possible to change your order after purchase.

We make your plugs the day you place your order. Depending on our backlog, it may take a day to get everything inspected, packaged, and shipped. We ship by USPS and delivery to most parts of the US takes 2-4 days.

There is no need to expedite production as we start making your in-ear products as soon as you complete your scan. We do however, offer expedited shipping for an additional fee. You will be able to see this option at checkout.

We will send you a tracking number as soon as your order ships.

We will work with you to trace your order via the USPS system. If you receive the wrong item then please contact customer service team to find the best solution.

We do ship internationally. The customer is responsible for the cost of the shipment and any customs duties.

We ship via FedEx International. If FedEx is available, we probably ship there.

Yes, you can order any model and then give the QR code to another individual. They will enter their name on the app before scanning. We do not currently offer a gift card option.

We currently do not offer custom colors.

Yes, we are phone agnostic!

No, all of our products are custom made so you get the absolute best comfort, fit, and performance. Universal fit designs just don't compare.

Not every state requires internet customers to pay sales tax. You can check with your state to determine if you are required. Our system will determine based on your delivery address if sales tax is required.

Credit cards are charged at the time of order. We begin production as soon as you scan your ears.

Coupon codes are entered at checkout. A “coupon code” field will show before entering your credit card information so you can see the full amount that will be charged.

We will send you a confirmation email after your purchase that will include this information.

Please contact our customer service team for any questions regarding payment.

If a refund has been approved, it will generally appear on your next credit card statement. It can take up to 14 days for a refund to be processed.

We do not currently offer gift certificates.

You will be asked to create a customer account during the checkout process. Alternatively, you can go to the login page from the link on the home screen.

A password reset option is offered on the customer login page.

After watching our “How to Fit” videos on the product pages you can check that your earplugs are providing both comfort and effective noise reduction by following these steps:

1. Check for a Comfortable Seal by inserting the earplug according to the video instructions, making sure it sits snugly in your ear canal without causing pain or excessive pressure.
2. The earplug should feel secure but not uncomfortable. If it hurts or feels loose, try reinserting and ensure the earplug sits flush with your concha.
3. Once inserted, clap your hands or snap your fingers. Sounds should be noticeably muffled compared to when you’re not wearing earplugs.
4. Alternatively, try to speak out loud. You will likely notice your voice sounds deeper and more “boomy”—this is normal and indicates a good seal.
5. In a typical noisy environment, properly fitting earplugs should significantly reduce ambient sounds, though not eliminate them completely.

Only a small portion of the earplug should be visible outside your ear; most of the plug should be in the ear canal. 

If the earplug works loose with jaw movement (e.g., talking or chewing), it is not properly inserted. 

You can also check for leaks by gently covering your ears with your hands while wearing the plugs. You shouldn’t notice much, if any, change in the level of noise—if you do, the earplugs may not be sealing well. 

If your earplugs fit correctly, you should be able to wear them comfortably for the intended period without discomfort or the need for frequent adjustment. 

Tip: Fen X Custom-molded earplugs  provide superior fit and comfort compared to universal fit solutions, especially for all-day or professional use. If you're unsure about your earplug’s fit, consult a hearing protection specialist or audiologist for guidance. 

Ear canals are extremely sensitive as the nerve endings are very close to the surface. Wearing anything in your ears will be noticeable but should not be painful.

Custom-fit earplugs will be more comfortable than universal fit earplugs but will still be noticeable. Generally, after a short period of time your ear sensitivity will adjust, and you should feel less discomfort.

We ask that you test the custom ear plugs for a reasonable amount of time, allowing your ear sensitivity to adjust to the feel.

If, after the testing period they still do not feel comfortable or are not performing, please contact our customer service team to initiate the next steps.

Some common causes of itchiness include material sensitivity, moisture & sweat, dryness, wax buildup or, ear friction. There are a few things you can do to help eliminate these issues such as keeping your ear clean and dry prior to inserting the earplug, ensuring the earplug is clean prior to insertion or use a small amount of approved in-ear lubricant. All Fen X Custom earplugs are made from FDA approved hypoallergenic silicone with an FDA approved lacquer coating.

You can also limit wear time. Give your ears periodic breaks, especially during prolonged or daily use.

If itching persists after trying these tips, or if you notice redness, swelling, discharge, or pain, then consult an audiologist or healthcare provider. Persistent symptoms might indicate an allergic reaction or infection, requiring professional care.

First, remove the filter following the instructions provided (for ear plugs with filters only). Do not submerge the filter in any liquid as it can damage the membrane. 

To clean the silicone earplug, use warm water with a little mild, unscented liquid soap and gently wash with a soft, lint-free cloth. Avoid abrasive sponges or strong cleaning agents, as these can degrade the lacquer coating. Rinse thoroughly with clean water to remove all soap residue. Dry completely using a clean, lint-free towel, then allow to air dry fully before reassembling. Do not use alcohol, bleach, or harsh cleaners on lacquered/plated finishes; these can cloud or degrade the coating. 

To clean the earplug filter wipe it gently with a dry, soft brush or with a slightly damp (not wet), lint-free cloth and allow it to air dry completely before reinserting. Once everything is dry, reinsert the filter into the silicone mold. Store the earplugs in a ventilated, dry case, away from moisture, heat, and direct sunlight to protect both the lacquer and the filter.

All you need is a soft, lint-free cloth. A small tool with no sharp edges may be helpful to remove the filter if installed as well as a small brush with no sharp bristles can also be helpful to clear ear wax from the sound bore.

We recommend cleaning your earplugs after every use.

Earplugs with filters (except our swim filter) should not be submerged in water. Extended exposure to sunlight or heat above 110°F can damage the lacquer coating.

We recommend storing your Fen X Custom earplugs in the case provided with your purchase. Additional cases can be purchased from the Accessory page on our website if you have misplaced your carry case.

Every earplug is marked with either red or blue ink. The ear plug with the red ink is for the right ear and the blue ink indicates the ear plug is for the left ear.

Fen X Custom plugs will fit most sizes of ear canals. Unfortunately, there are some ear canals with abnormalities or, are extremely small in size that Fen X will not fit. Our scanning app should indicate any issue after you complete the scanning process. If we are unable to complete your scan or if the ear plugs do not fit we will refund your purchase price.

Every Fen X Custom earplug is a different size as no two ears are exactly the same.

If your earplugs feel too tight, try using a small amount of a ear gel designed for in-ear use to reduce friction. Some people have very dry inner ears and the gel will often be enough to improve comfort. If the earplug feels too loose do not use it. Contact our customer service team for next steps.

Trying to determine extra-small or extra-large sizing is difficult as it is a relative measurement. Fen X Custom plugs are made to fit the exact size of your ear canal. There are some cases where either ear abnormalities or the canal size is too small for our factory to mold the silicone. If this is the case, we will refund your purchase price.

All Fen X Custom earplugs are made from an FDA approved hypoallergenic silicone. Most of the earplugs are then coated in an FDA approved lacquer to improve durability.

We have different filters for specific purposes but generally the filter has a membrane which filters out what you do not want to hear (e.g. water, specific sounds like frequency modulation, or decibel attenuation) and lets in the sounds you do want to hear.

Yes, the filters are designed so that you can remove them for cleaning and replace if needed.

The filters are removable but not all filter sizes are interchangeable. If compatibility is not clear on the product, please contact customer service for assistance.

We love feedback and suggestions. Please initiate contact via our customer service and they will forward your email to the most appropriate staff member.

We try to anticipate which products may be suitable with a lanyard and include it in the price of the product. If you want to add a lanyard to a product where the lanyard is not included, please see the Accessories page on our website.

We offer a limited number of accessories such as cleaning kits, ear lubricant and certain replacement parts. Please visit our Accessory page for more details.

Our accessory kit includes, cleaning solution, ear lubricant and, a brush.

Tinnitus sufferers may benefit from wearing hearing protection as it blocks certain stimuli. Additionally, we all need to continue to protect our hearing, even if we already have hearing damage so, always wear hearing protection when the sound level exceeds 85 dB.

There are just too many variables to give a comprehensive answer. Generally speaking, it depends on the style of hearing aid you wear. The custom-fit does not leave room for any other products that obstruct the ear canal. You should consult with your audiologist before making a decision.

If you have any concerns about wearing our product, you should consult your doctor or audiologist.

Potential side effects could include an allergic reaction if you are allergic to silicone products. Risks include hearing damage if the level of sound exceeds the level of protection provided. Always proceed with caution in noisy environments.

Silicone is resistant to everyday hot or cold environments and has no noticeable effect during daily or normal use. Only at extreme temperatures—far beyond typical living, working, or recreational conditions—does silicone show significant changes.

Stop wearing them and contact our customer support.

Yes, unless you have opted-out of allowing your scans to be saved.

First do not use a damaged earplug as it may not provide the required level of protection. If the earplug has a manufacturing defect, we will replace it within 60 days of purchase. If it does not fall under our warranty, you can order a single earplug. Just check the box for left or right and complete the checkout process.

We have provided full instructions on our Warranty Policy page.

Manufacturing defects.

Ultimately, we want you to be happy. We trust our customers to be honest with us, and if the earplug is not working properly, they can follow our return policy guidelines for a refund.

If you simply do not like earplugs, we hope you will realize that is not something we can control and will not offer a refund.

Replacements are available on our Accessory page on the website.

Yes, if you are interested, please complete our Affiliate Application, which can be found in the About section of our website or contact our Customer Service team for assistance.

Not at this time, but the Affiliate Program may be of interest to accomplish the same thing.

Yes, please contact our Customer Service team for details.

Yes, please contact our Customer Service team for assistance.

Email: support@fenxcustom.com 

Text or Call: (833) 545-0298

8:30am to 3:30pm EST

Yes, you can access our live chat during normal business hours from the link on our web site. Phone support is also available from 8:30am to 3:30pm EST at (833) 545-0298

Yes, you can read about our No Risk Guarantee here.

You can read our Privacy Policy here.

We take your personal information security seriously and use modern methods to keep everything secure. Read our policy here.

Yes - in many cases, you can! Custom earplugs may qualify as a medical expense under your HSA (Health Savings Account) or FSA (Flexible Spending Account), but you will likely need a Letter of Medical Necessity (LMN) from a healthcare provider (like a doctor or audiologist). 

Here’s how it works: 

Why you might need an LMN: A doctor must confirm that your earplugs are needed to manage a medical condition like: 

• Tinnitus (ringing in ears) 
• Hearing sensitivity (hyperacusis) 
• Protection from loud noise 

What the LMN should include: 

• Your name and date of birth 
• Description of your condition or symptoms 
• Explanation of why the earplugs are needed 
• Doctor’s name, credentials, and signature 

Steps to use your HSA/FSA: 

1. Check your plan — Review if your HSA/FSA covers custom earplugs (some do!). 
2. Talk to your doctor — If they agree you need earplugs, ask for a Letter of Medical Necessity. 
3. Buy your earplugs — Keep your receipt. 
4. Submit a claim — Send your receipt and LMN to your HSA/FSA provider for reimbursement. 
5. Follow up — Track your claim until it’s approved.