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Contact Support


Support

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Contact Support


Support

Contact Support

Fill out the form and someone from customer support will be in touch with you shortly.

 

 

Email Us

support@tinsel.me

 
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FAQs


FAQs

FAQs


FAQs

+ what is tinsel?

Tinsel is the name of our company and the products we make. We’re building a tech jewelry piece that integrates the full functionality of headphones into a beautiful necklace.

+ when will i get my dipper audio necklace?

We've been fulfilling our Indiegogo backer and online pre-orders since October 2016. If you placed a pre-order but haven't received your Dipper yet, then it likely means we never received your updated shipping information. Please contact our support team here if you have any questions about your pre-order.

Any new orders will be processed and shipped within 1 week of being placed.

+ what if i haven't ordered a dipper yet, but i'm interested in doing so?

Great news! You can now order a Dipper directly through our website here. All orders will be processed and shipped within 1 week of being placed.

+ how's the sound quality of The Dipper?

We have sound quality that rivals the top audio brands - the electronics inside are high quality and tuned for premium, balanced sound.

+ does it use bluetooth?

We don’t want you to worry about charging and syncing your jewelry just yet, so The Dipper is not Bluetooth enabled. We look forward to adding wireless necklaces in future collections.

+ does it do any activity tracking/notifications/etc?

Right now we are laser-focused on creating a beautiful, luxurious necklace with amazing audio quality. That said, we hope to add more functionality to future jewelry based on what Tinsel customers want and need.

+ what’s it made of?

The necklace pendant and necklace clasp is made from aluminum to keep it lightweight for all day wear. They are then plated with gold or gunmetal and silver. The chains are made from stainless steel before plating. The remote and earbuds are made of plastic.

+ does it come with a jack that plugs into your phone?

Yes!!! And that means you can use it with any device that has a standard 3.5mm audio connection.

+ can you talk on the phone with it or listen to audio only?

Yes! The Dipper has a microphone and 3-button remote control, so you can talk on the phone, listen to music, podcasts...all the things you could do with other headphones, but in style. ;)

+ does it come in other sizes/lengths/styles?

The Dipper comes in one size and length, available in two color finishes: gold-plated and gunmetal (both with touch of silver).

+ where can i find the dipper user guide?

You can download The Dipper User Guide right here.

+ How do i operate the dipper?

Please visit tinsel.me/start to view a video of our lovely founder demonstrating how to convert the Dipper from a necklace to headphones and back. You can also consult The Dipper User Guide for more information.

+ What phone platforms and devices are compatible with The Dipper?

The Dipper is certified to be compatible with iPhone SE, iPhone 6S Plus, iPhone 6s, iPhone 6, iPhone 5s, iPhone 5c, iPhone 5, iPhone 4s, iPad Pro (9.7-inch and 12.9-inch), iPad mini 4, iPad mini 3, iPad mini 2, iPad mini, iPad Air 2, iPad Air, iPad (4th generation), iPad (3rd generation), iPad 2, iPod Touch (6th generation) and iPod Touch (5th generation). This product has been certified to meet Apple performance standards. Note that Dipper functionality may vary by Android device.

+ Is The Dipper compatible with the iPhone 7?

Our experience of using The Dipper with the iPhone 7 has revealed that all iOS remote functions should operate as expected when using the Apple Lightning to 3.5 mm Headphone Jack Adapter. However, we cannot guarantee Dipper functionality with the iPhone 7.

+ How does the remote work with my Apple Device? What about my Android, Blackberry or Windows device?

The 3-button remote has been specifically designed to work with Apple products running iOS. Note that some remote functionality may not work with Android, Blackberry, or Windows devices. Please consult The Dipper User Guide for further information.

For devices running iOS:

  • Volume
    • Press the top button to increase the volume
    • Press the bottom button to decrease the volume
  • Calls
    • Accepting a Call
      • Press and release the center button once to accept an incoming call
    • Ending a Call
      • Once a call is in progress, press and release the center button again to end a call
    • Declining a Call
      • Press and hold the center button for two seconds. Release the button.
    • Holding a Call
      • Press and release the center button once to switch to an incoming or on-hold call. You current call will be put on hold. Press it again to switch back.
  • Voice Control
    • Press and hold the center button until voice command is activated. Note: functionality of voice control varies by device.
  • Media
    • Play a song or video by pressing and releasing the center button
    • Once playing, press and release the center button again to pause
    • Once paused, press and release the center button to resume playing.
  • Skipping forward
    • Quickly press the center button twice to skip a song or video forward
    • To fast-forward, quickly press the center button twice and hold on the second press.
  • Skipping backward
    • Quickly press the center button three times to skip a song or video backward
    • To rewind, quickly press the center button three times and hold on the third press.

+ how do you process exchanges?

Your Tinsel® product is guaranteed against manufacturing defects for a period of ninety (90) days from the date of its original retail purchase from an authorized Tinsel retailer. You can view warranty details by visiting tinsel.me/warranty

For U.S & Canada customers: To initiate an exchange that's covered by our warranty, please visit tinsel.me/support and fill out the Contact Support form. To help us with expediting your request, please include as many details and photos as possible about what's wrong with your unit. Our support team will be in touch with you shortly on how to proceed with the exchange. Please note that all original packaging and contents must be included when sending back your Dipper.

For all other international customers: Due to the high cost of shipping abroad, we regrettably are unable to process exchanges outside of the U.S. and Canada. However, we are still here to help with troubleshooting any issues you may have. Please contact our support team at support@tinsel.me if you have trouble with your unit.

+ how do you process returns?

Once we fulfill your order, you have thirty (30) days from the date of delivery to return any non-defective product that was purchased through the Tinsel website to get a complete refund (minus shipping costs, if applicable).

Shipping back to Tinsel must be paid by the purchaser and will not be refunded by Tinsel.

We recommend that you ship any returned products back to Tinsel using a shipping method with tracking number. Alternatively, you may request for Tinsel to generate a return shipping label on your behalf. In this case, the cost of your return shipping will be deducted from your refund. Customers outside of the United States are responsible for paying customs fees, including, but not limited to, taxes, duties and brokerage.

To request a refund, please contact our support team by filling out the Contact Support form at tinsel.me/support. If you haven't already registered your product at tinsel.me/register, then please provide your product's serial number located on the certificate of authenticity when contacting our support team.

Please ensure that the product is returned to us in its original condition with original packaging & contents, and that the package is postmarked within thirty (30) days of the delivery date.

Once Tinsel receives your return, we will process your refund and email you a confirmation. Please allow 5-10 business days for the funds to be posted back to the credit card used for the purchase.

You can review further details of our return policy here.

+ Troubleshooting

  • The remote is skipping songs forward or pausing.

    • Make sure there is nothing touching the remote e.g. if you're wearing a cross body bag, ensure that the strap isn't touching or covering the remote.

    • If you have access to another mobile device or tablet, try plugging it in and see if the problem persists. Sometimes the issue is with the phone rather than The Dipper.

    • Try pressing and releasing the center (play/pause) button

    • Remember to install the latest software updates on your device. Please note that the 3-button remote/mic may have limited functionality of your device isn't running iOS.
  • The phone isn't responding to button presses.

    • Make sure the audio jack is securely plugged in and connected to your device.
    • Try varying the speed of button presses e.g. try quickly pressing the center twice to skip forward.
  • The earbuds won't stay in my ears.

    • Make sure your earbuds fit properly by finding the right size ear tip for your ears.
    • Try on the different sizes of foam and silicon tips that come with your earphones.
    • Remember that one ear may be slightly larger than the other, so you may need to use a different size for each ear.
    • Seat the ear tip firmly: To get the best sound, you need to seal your ear canal with the eartip. Ease the ear tip into a comfortable position until you have created a proper seal. You should notice a drop in ambient noise when the tip is seated correctly. When you're listening to music, you should notice more range, especially bass.
    • If the ear tips are too large, we can provide an extra small set of ear tips at no additional cost. Please contact support@tinsel.me
    • Finding the ear tip size that is the most comfortable fit for your ear canal will help you take full advantage our amazing sound quality.
  • The audio is cutting in and out.

    • If you’re experiencing snapping, crackling, popping, or loss of audio on one or both sides, try this:
      • Make sure the 3.5mm audio jack is fully plugged in, and completely inserted into your audio device.
      • Check that your audio source is on and working.
      • If your audio source is a computer or laptop, try adjusting the configuration settings.
      • If problems persist, try connecting your headphones to a different audio source to see if the issue is with the headphones or the audio source.
  • The microphone isn't picking up sound.

    • Make sure the 3.5mm audio jack is fully plugged into your audio device, and that the socket is clean and clear of any dirt, dust or debris.
    • Check that the microphone, the small hole located on the back side of the remote, isn't blocked or covered.
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Shipping


Payments & Shipping

Shipping


Payments & Shipping

You will receive an email confirmation after placing your order. Once your order ships, you will receive an email with tracking information. We cannot be held responsible for damaged, lost, or stolen packages.

+ when will i get my dipper audio necklace?

We've been shipping our Indiegogo and online pre-orders since October 2016. If you haven't received your pre-order, then we likely never received your updated shipping address. To find out more information about your pre-order or provide us with your updated shipping address, please contact our support team at support@tinsel.me

Any new orders will be processed and shipped within 1 week of being placed.

+ can i update my shipping address after my purchase is processed?

If your order has not yet shipped, you can update your shipping address by contacting support@tinsel.me.

+ where do you ship?

We currently ship to the United States and Canada only. We hope to add more countries in the future, so make sure to check back with us!

+ what are the shipping costs and taxes?

We use FedEx for all shipments. For U.S. shipments, we charge a flat $15 shipping fee for 1 Dipper, and $5 for each additional Dipper placed as part of the same order.

We currently use FedEx Express 3-day service for all U.S. shipments, but occassionally offer an expedited shipping option for holidays and special events. If the expedited shipping is available, then it will appear as a shipping option during checkout.

For Canadian orders, we ship using FedEx Ground and charge for shipping according to your order size. Please note that the recipient is responsible for any additional taxes, customs or duties.

*Please note that Tinsel cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided. Customers are responsible for providing Tinsel with their correct shipping address. If a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment postage.

+ How safe is your payment platform?

We use Shopify to process payments. Shopify is certified Level 1 PCI DSS compliant, the most stringent level of certification available. This compliance extends to all online stores powered by Shopify, including Tinsel. You can confirm Shopify’s certification in Visa's and Mastercard’s registry of service providers. For additional information on PCI Compliance, visit the PCI Compliance Guide website.

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Return Policy


Return Policy

Return Policy


Return Policy

The Dipper is slated to ship in Fall 2016 for our Indiegogo backers and pre-orders. We hope you're as excited as we are! However, if you need to request a refund before the product ships, you may do so by emailing us at support@tinsel.me.

Once we fulfill your order, you have thirty (30) days to return any non-defective product that was purchased through the Tinsel website to get a complete refund (minus shipping costs, if applicable) or make an exchange.

  • Non-defective product is any product that does not carry a defect covered by our limited warranty. For defective products, please see our limited warranty.
  • Non-defective product must be returned to the original point of purchase. If you purchased product from an authorized reseller, please contact them directly for their return policy and return instructions.

Please ensure that the product is returned to us in its original condition with original packaging, and that the package is postmarked within thirty (30) days of the delivery date.

Shipping back to Tinsel must be paid by the purchaser and will not be refunded by Tinsel.

To request a refund, please contact our support team at support@tinsel.me for return instructions. If you haven't already registered your product at tinsel.me/register, then please provide your product's serial number located on the certificate of authenticity when contacting our support team.

Once Tinsel receives your return, we will process your refund and email you a confirmation. Please allow 5-10 business days for the funds to be posted back to the credit card used for the purchase.

Tinsel is not liable for products that are lost or damaged while in transit to Tinsel. We recommend that you ship any returned products back to Tinsel using a shipping method with tracking number. You may request for Tinsel to generate a return shipping label on your behalf. In this case, the cost of your return shipping will be deducted from your refund. Customers outside of the United States are responsible for paying customs fees, including, but not limited to, taxes, duties and brokerage.

Following Tinsel’s receipt of your returned product (typically within 7 to 10 business days), Tinsel will credit the amount paid for the returned product (minus any shipping costs related to the original purchase, which are non-refundable) to the credit card used to make the original purchase. Notwithstanding the foregoing, Tinsel does not control when a specific credit card company processes a chargeback transaction. You are responsible for contacting your credit card company if you have questions about the status of the chargeback.

Tinsel will not provide a refund for a non-defective product that is received by Tinsel more than thirty (30) days after the original delivery date.

Tinsel also does not provide a refund for returned product that are damaged due to misuse, lack of care, mishandling, accident, abuse or other abnormal use.

This non-defective product refund policy applies to the direct end user purchaser. It does not apply to dealers, distributors or any other third parties in a distribution chain who purchased product for resale or cover products purchased through online auction website or channels other than Tinsel's website. For refunds of Defective Products, please refer to the terms and conditions of the limited warranty.

For additional questions, contact support@tinsel.me