FAQ's

If you have any questions about our custom-made or universal hearing protection, please explore the FAQs below or reach out to us directly via email.

To get your custom-made hearing protection, follow these steps:

1. Place Your Order: Start by placing an order on our website.

2. Schedule an Appointment: After your order is placed, a customer service representative will contact you with details of the nearest fitting location. You can then schedule an appointment at your convenience to have your ear impressions taken.

3. Take Impressions: Visit the fitting location at your scheduled time, where a professional will take your ear impressions.

4. Send Impressions: The fitting location will send your ear impressions directly to Pacific Ears. In some cases, clients send us their impressions directly.

5. Manufacture Your Product: Once we receive your impressions, we will begin crafting your custom hearing protection.

6. Delivery: After your custom product is ready, we will ship it to you.

The typical turnaround time is approximately 10 to 15 business days from when we receive your ear impressions. If you have any questions or need further assistance, please feel free to contact our customer service team.

Yes, in most locations, the cost of ear impressions is included in the price of our custom products. In some locations, a (small) surcharge is applicable.

We have an extensive network of fitting points and clinics across Australia where you can have your ear impressions taken. After placing an order on our website, we will provide you with the details of the nearest clinic. A qualified professional will take your ear impressions to ensure a perfect fit for your custom product.

Once we receive your ear impressions, the production time typically ranges from 10 to 15 business days. Please note that this is an estimate, not a guaranteed delivery timeframe, as each custom-made product is uniquely crafted. While we strive to deliver promptly, creating the perfect pair may occasionally take longer, though it can also be completed more quickly.

Additionally, turnaround times may vary based on our current production volume.

Yes, you can! While single earplugs (except for the Broadcaster) aren’t available for direct purchase on our website, you can order them by emailing us. We’ll be happy to assist you with your request.

Yes, you can purchase additional filters in our shop under the "Accessories" section. Filters are sold individually, so if you need a pair, please be sure to order two.

We retain your ear impressions for 3 years, allowing us to use them for any additional custom products you order during that time. Please email us when placing a subsequent order, and we may be able to offer you a discount on your second or subsequent pair.

Yes, that's possible. Please email us, and we will discuss the discount options with you.

Yes, our PACS Pro27 and PACS Pro31 are Class 5 hearing protectors, tested to meet AS/NZS 1270 standards. Class 5 represents the highest level of hearing protection available. To purchase a set, please visit our shop.

SleepSounds earplugs significantly reduce noises such as snoring and traffic, but they won't completely block out all sounds. This is because no custom-made hearing protector can eliminate noise entirely, as sound can also travel through the bone structure of your head. Our custom sleep plugs are designed to be small and comfortable, with a sound seal created in the ear canal. You can order SleepSounds earplugs through our website.

Your custom product can last indefinitely with proper care. However, we recommend obtaining new ear impressions every 3 to 4 years, as the shape of your ear canals may change over time. To purchase a set of custom-made earplugs, please visit our online shop.

Yes, you can change your filters free of charge within the first month after purchase, provided they are still in new condition. The PACS Pro 10, 15, 17, 20, and 26 filters are interchangeable with each other, as are the Pro 31 and Pro 27. However, you cannot switch from a Pro 27 or Pro 31 to a filter with lower attenuation than the Pro 27 due to differences in mould design.

Pro Impact15 and Pro Impact19 are also interchangeable with the Pro10-26 filters. The Pro Impact Switch is not interchangeable.

If you have purchased any filters from the ER series, you can also interchange them within that series. The ER9, ER15, and ER25 filters are compatible with each other. For more details, please contact us.

Here is a guideline to help you choose the right Pro filter. If you're uncertain, please don't hesitate to contact us for personalised advice:

* PACS Pro10: Ideal for acoustic musicians and small ensembles, as well as for light protection in everyday environments.

* PACS Pro15: Suitable for orchestral musicians and dentists.

* PACS Pro17: Our most versatile option, perfect for DJs, vocalists, sound engineers, and concert-goers.

* PACS Pro20: Features an extra high-frequency section, making it ideal for certain drummers and motorsport enthusiasts.

* PACS Pro26: Designed for venue staff and individuals exposed to high noise levels for extended periods, also suitable for industrial use.

* PACS Pro27: Best for industrial use, motorcyclists, and motorsport, with a thinner sound tube to reduce wind noise under a helmet.

* PACS Pro31: Provides industrial noise reduction while maintaining speech clarity.

Want to see all your custom-made PACS Pro Series Earplugs? Just click here for the full overview.

All custom products include a 30-day warranty for fit-related issues and a 12-month to 4 years warranty depending on the circumstances (see terms and conditions) covering build defects and components. For complete details, please refer to our terms and conditions.

Yes, we may be able to repair your in-ear monitors, depending on the specific issue. Please reach out to us via email with details about the problem, and we will be happy to assist you. For more information, please refer to our terms and conditions.

Yes, you can select a different colour for your custom earplugs, except for PE Swimming Earplugs. Swimplugs are only available in Red and/or Blue. The standard colour for Swimplugs is blue.

Click here to view a selection of available colours for our custom earplugs.

We offer a wide range of colour options for custom earplugs. You can choose your preferred colour when placing your order. Please note, custom colours incur an additional fee of $20.

By default, our PACS Pro series, ER Musicians Earplugs, Custom Sleeves, and In-Ear Monitors are provided in clear. The standard colour for PE SleepSounds is yellow. SleepSounds are available in clear or transparent Yellow, Red, or Blue. Alternatively, you can choose two colours: Red for Right and Blue for Left.

Our In-Ear Monitors (IEM) are available in a limited number of colours. Please have a look in our shop to see which colours are available.

The handgrip is ergonomically designed for a comfortable and secure hold. The cord is sleek, durable, and discreet. A cord and grip option is also available for added convenience.

Not likely. Our custom-made SwimFit earplugs are made from a buoyant blue or red material, so if they slip from your hand during use, they’ll float—making them easy to spot and retrieve.
They’re also designed for a secure fit, so they stay in place while swimming, surfing, or being active in the water.

Yes! Our custom moulded SleepSound earplugs are made just for sleep—they’re soft, shaped for comfort, and perfect for nightly use.
If you’re a side sleeper, just a heads-up: some slight pressure might be felt, but most users find them very comfy.
We don’t suggest using other types of earplugs for sleeping—they’re made for different uses and may not feel as good overnight.

PE Custom in-ear monitors offer passive noise isolation, not active noise-cancelling. When not connected to a device, they act like solid earplugs, reducing external sound by approximately 30 dB. This helps block out ambient noise naturally, providing a clearer listening experience.

We accept a wide range of payment methods including credit cards (Visa, MasterCard, American Express, UnionPay), debit cards, Apple Pay, Google Pay, and PayPal. You don’t need a PayPal account to complete your purchase.

Simply add your items to the cart, proceed to checkout, and select your preferred payment method.

If you’d like to use a different method that’s not listed, feel free to contact us to make alternative arrangements.

It’s a good idea to make sure your ears are clean before your appointment. A small amount of earwax is completely normal, but if there’s too much wax it can affect the accuracy of your ear impressions and, in turn, the fit of your custom earplugs or in-ear monitors.

If you have a known issue with excessive wax or frequent wax build-up, many of our fitting points/ audiology clinics suggest using ear-cleaning drops or a spray a few days before your appointment to help clear the ear canal.

A bit of earwax is usually not a problem for taking impressions, but if your eardrum isn’t visible due to a blocked ear, it’s not safe to proceed. This is an exception - and most people who are prone to wax build-up are already aware that their ears might need to be cleaned regularly.

If you’re unsure, we recommend having your ears checked by your GP or an audiologist before your appointment. Many clinics also offer professional ear cleaning, which can be arranged separately. (This isn’t part of the impression-taking process itself.)

Clean ears help us achieve the best possible fit, comfort, and acoustic seal - so it’s worth taking a little extra care beforehand.


Yes. We can make custom products for children under 18, but it’s essential that you tell us at the time of ordering that the impressions are for a child. Not all of our fitting points take impressions for children, so we will guide you to a location that is qualified to work with younger clients. If you prefer, you can also arrange your own impressions with a local audiologist. When you provide your own impressions, we offer a discount, and we can send you our Impression Guide to ensure they are taken correctly.