Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
How long will it take to get my order?
It depends on where you are. We aim to process your order as quickly as possible. Overseas deliveries can take anywhere from 7-16 days, if the order is in stock. Delivery details will be provided in your confirmation email.
What shipping carriers do you use?
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Can I return my product?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
Is my product within warranty?
Warranty is 1 year from the day the order is shipped out.
Can I get a refund?
You are eligible to get a refund if the product arrived faulty, if you received the wrong order, or if you regretted your purchase and have not yet taken the product into use. Please contact us directly through our contact page, and we will assist you through the process. Please take pictures if your product did not arrive in pristine condition.
My product didn't work when I received it?
You are eligible to get a refund if the product arrived faulty. Please document the state of the product, and take pictures if your product did not arrive in pristine condition. Please contact us directly through our contact page, and we will assist you through the process.
SoundSend and Monaco system
Does SoundSend offer support for DTS-formatted audio?
SoundSend does not support DTS-formatted audio at this time. SoundSend can decode most audio formats up to a 7.1 speaker layout, including Dolby Digital and Digital+, Dolby TrueHD, and 3.1.2 or 5.1.2 Dolby Atmos.
Is it possible to mix different speakers with SoundSend?
Yes, all WiSA Certified products will work seamlessly together. That being said, subtle variations in different brands’ speaker tuning may not provide the most cohesive system in this case, depending on your individual audio preferences.
Does SoundSend have crossover settings for each speaker or does it always send a full range signal?
SoundSend honors crossover frequencies programmed into each speaker, and will send the range of frequencies appropriate for that speaker.
Does unplugging a speaker unpair it from SoundSend, requiring setup via the app again?
No! Once a speaker is identified upon auto-discovery or via Scan for Speakers, SoundSend remembers that speaker by MAC address and will send it the same audio channel data when it powers up again.
Does SoundSend auto detect speaker distances, or do I manually set those?
SoundSend does not auto-detect speaker distances, because MyZone is meant to customize the soundscape for the listener’s unique positioning in their room. The MyZone feature on the SoundSend app makes manual input very quick and simple, then the system automatically calculates delay and attenuation to create a coherent sound field at the desired focal point.
What type of audio formats are supported by SoundSend?
SoundSend can decode most Dolby audio formats up to a 7.1 speaker layout, including Dolby Digital and Digital+, Dolby TrueHD, and 3.1.2 or 5.1.2 Dolby Atmos. SoundSend does not currently support DTS formatted audio.
Does SoundSend support any other connections such as Bluetooth or Apple Airplay?
Bluetooth and other direct wireless streaming protocols as sources to SoundSend are not supported, but chances are your SoundSend-compatible Smart TV has apps which can access features like Airplay, Amazon Music, Spotify/Tidal/Pandora, etc.
Can I connect two sources to SoundSend and switch between them?
Yes! You can connect two sources (HDMI and Optical) to it and switch back and forth using the app. If you have two or more HDMI sources you can purchase a 4K Video-capable HDMI switch online for surprisingly low prices.
What type of HDMI does SoundSend support? Does it support eARC?
SoundSend fully supports HDMI 2.1 and 2.0, making it compatible with eARC as well as regular ARC HDMI ports.
Monaco mounting system
For USA customers: Speakerstand mounting threads are not standard ¼-20 threads. They aremetric. Be careful of the mount system you choose.
Does the Monaco speakers have an active or a passive/discrete crossover?
Monaco speakers have an active crossover.
Is the Monaco speakers ported or sealed?
The Monaco speakers are ported.
Why do my rear speakers only play sound some times?
Having rear speakers add to our experience of a movie, but soundwill only be played when the content is compatible with the speaker setup. Forexample, if the content is encoded to fit a 2.1 setup, then there might be nosound playing from the rear speakers – the content is not compatible to thissetup.
It is also important to understand, that rear speakers arethere to improve your experience and make it more lifelike, more real, andtherefore it will be lower volume and only playing when it makes sense – like whena sound is coming from a specific side.
Therefore, if you find it odd that no sound is coming fromyour rear speakers, you can do two things to check if everything is working asit should; 1) try pinging your speakers through the SoundSend app duringspeaker setup (or any app you use to create your setup with active speakers –with passive speakers some test videos may be found online), or 2) check the encodingof the content you are watching (some services will let you choose betweendifferent encodings, e.g. 5.1 or 2.1).
Any question not answered here?
You can contact us through our contact page! We will be happy to assist you.