FREQUENTLY ASKED QUESTIONS 


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  • HYDGENX18 
  • SHIPPING & RETURNS
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How do I transfer my music files to the MP3 internal memory?

1. Prepare the USB charging cable. Connect your headphones to the charger.

2. Plug the USB end into your computer. (a file drive will pop up)

3. Drag and drop your audio files in mp3 format into the drive.

Your music will now be ready to play via the MP3 function on your headphones.

For a more detailed tutorial and to view more info click here - hydgenos.com/transfer

Will my playlists stream underwater? I have heard that Bluetooth loses connection when in water?

Unfortunately Bluetooth will not transmit through the water. But fear not! Simply switch to MP3 mode and listen to the stored music on your headphones internal memory!

What is Bone Conduction and how does it work underwater?

Bone conduction is the conduction of sound to the inner ear through the bones of the skull, Using the vibrations of sound the design will make your music even better underwater without anything in your ears!

Can you use them for phone calls?

Yes! Using the Bluetooth function your headphones can be used to make and answer phone calls.

Can I play music from my Apple Watch?

Yes! Your headphones will connect to any Bluetooth compatible device and allow you to control your music from your watch. 

Will they survive total immersion in the water? 

Yes! The headphones are specifically designed for these conditions. 100% Waterproof. 

Can I listen to Spotify from my phone via Bluetooth with these?

Yes! Spotify streaming will work via the Bluetooth Function, however as Bluetooth will not transmit through the water, simply switch to MP3 mode and listen to the stored music on your headphones internal memory!

How do I switch between Bluetooth and the MP3 Player?

Simply double click the power button to switch between the two functions.

What's included in the box?

Your headphones come with everything you need including the USB charging cable, attachment band, earplugs, user manual and warranty registration card!

I lost the charging cable for my headphones. Can I purchase a new charger separately?

As the charging cable uses magnetic charging we use a product-specific accessory and have the option to purchase a replacement charger.


You can find the product  at the link below.

hydgenos.com/hydgenx18-charging-cable

  • HOW TO USE
  • BLUETOOTH 5.0
  • MP3 PLAYER 
  • BONE CONDUCTION

Can you use them for phone calls?

Yes! Using the Bluetooth function your headphones can be used to make and answer phone calls.

How do I switch between Bluetooth and the MP3 Player?

Simply double click the power button to switch between the two functions.

Do you include earplugs in the box?

Yes! Your headphones come with earplugs if you prefer to use whilst swimming. 

Are they good for running?  

Yes! Bone conduction is great for running and will allow you to still hear and maintain awareness of your surroundings.

How do I adjust them so they fit my head?

For now we offer a OSFA, our customers typically use a swim cap and goggles to keep them in a comfortable and secure position.


There's a rubber band in the box what's this for?

The attachment band is included as an optional extra, we find that the best use for this is to attach the headphones to a wetsuit or similar for open water swimming as it does not provide much support as an adjustment to the sizing, that being said you are free to play around with what could work best for you personally.


Are these headphones all self contained?

Yes! Your headphones will store your 8GB of music for device free listening. meaning you can leave your phone at home and listen via the MP3 player function.

Will they survive total immersion in the water? 

Yes! The headphones are specifically designed for these conditions. 100% Waterproof. 

What's included in the box?

Your headphones come with everything you need including the USB charging cable, adjustable band, earplugs, user manual and warranty registration card!

Will my playlists stream underwater? I have heard that Bluetooth loses connection when in water?

Unfortunately Bluetooth will not transmit through the water. But fear not! Simply switch to MP3 mode and listen to the stored music on your headphones internal memory!


Will Bluetooth stream directly from a phone to the ear phones?

Yes they sure will ! Once you have paired your headphones to your device Bluetooth will stream directly from the phone.

Can I listen to Spotify from my phone via Bluetooth with these?

You sure can! Pair your headphones to your device and stream your fave spotify podcasts and playlists when you are above the water. 

How do I connect my headphones to my device for Bluetooth streaming?

In the off state press and hold the power button for 3-5 seconds. The blue light will flash indicating they are ready to connect to your device. From the Bluetooth settings on your device pair to "X18-Pro".


Once paired your headphones will automatically connect to the device last used. 

Can I play music from my Apple Watch?

Yes! Your headphones will connect to any Bluetooth compatible device and allow you to control your music from your watch. 

What is the Bluetooth Transmission distance range?

Bluetooth 5.0 wireless connection will effortlessly stream your music from devices up to 10m away. (OUT OF WATER ONLY)

Can I connect the headphones to multiple devices?

Your headphones will pair to multiple devices but only play from the one connected at the time and will connect to the device last paired.

Why wont my headphones work in Bluetooth mode while Swimming?

The Bluetooth signal will not work when underneath the water. Best to compile your best swimming tracks and transfer them to the MP3 Player.

How do I transfer my music files to the MP3 internal memory?

1. Prepare the USB charging cable. Connect your headphones to the charger.

2. Plug the USB end into your computer. (a file drive will pop up)

3. Drag and drop your audio files in mp3 format into the drive.

Your music will now be ready to play via the MP3 function on your headphones.

For a more detailed tutorial and to view more info click here - hydgenos.com/transfer


What format do the files need to be in to transfer?

Compatible files include MP3, WMA, WAV, APE, FLAC

How do I download music to load to my headphones?

You can download your music via the of your app of choice in MP3 format ready to transfer over to your headphones internal memory. 

In iTunes, you can choose between music, podcasts, audiobooks, and other audio files using the toggle button in the top left corner. 

There's also a number of great sites online where you can find and download music to your computer ready to transfer. 

How many songs will they hold?

Your headphones will store up to 2000 of your music files via the 8GB memory.

How do I swap and change the music I transferred?

When it’s time to change your music, simply plug the headphones into your computer again and swap out the files so you get the order of tracks that best suits you. 

Does it remember where you last left off from a track?

Yes! When using the MP3 player it will remember where you left off and the track will go back to where you left it if you were to power off or switch between functions.

Are you able to navigate through a track in MP3 mode?

You will only be able to navigate to a specific time in a track using your device and Bluetooth.

My headphones won't play the iTunes/Apple Music files I transferred?

If you have attempted to transfer your iTunes or Apple music and the headphones are not playing the songs this will be due to it not yet being in a compatible format.


In order to transfer your apple music to your headphones, it requires the music files to be in either MP3, WAV, WMA, FLAC, and APE audio formats. 


Apple Music files are by default in AAC format which will not play on the headphones directly. 

The following links will help convert your apple music files into mp3 format ready to transfer


https://discussions.apple.com/thread/4080078

https://support.apple.com/en-au/HT204310


You can also simply convert AAC or other music formats to MP3 by uploading your music files at the link below 

https://cloudconvert.com/aac-to-mp3


Once converted you can proceed with transferring the MP3 files across to the headphones file drive.

How do I change to the next song when listening in MP3 mode?

To change to the next song simply hold the + button till the next song plays.


To change to the previous song simply hold the - button till the previous song plays. 

I transferred my music files to my headphones but it is only playing music in Bluetooth mode?

If there is no stored music it will switch back to Bluetooth mode automatically. The headphones in this case may not be recognising the transfer you have made. 


We would recommend following the music transfer process a few times. Deleting any music files off the headphones and emptying the trash, then proceeding to re-transfer your music across and safely ejecting your headphones. 


For transferring music files to your headphones you can find a detailed tutorial here - https://hydgenos.com/pages/music-transfer


As with all technology, we understand the frustration this causes and if you are still experiencing issues please reach out to us for us to assist you further.


What if I don’t have a computer to transfer?

As long as you have access to your music files, our customers typically borrow a computer for this, as it only requires one transfer until the next time you want to change your music.

What is Bone Conduction?

Bone conduction is the conduction of sound to the inner ear through the bones of the skull, allowing you to listen to music without anything in your ears!

How do they work as over ear Headphones?

Your headphones will rest directly on the your cheekbones transmitting sound vibrations.

Will I still be able to hear my music over the rushing water in the ear canal?

Using the vibrations of sound the bone conduction design will make your music even better underwater! Earplugs are also included to and prevent water from rushing into the ears.

How are your better than Aftershokz Xtrainerz?

Our bone conduction headphones function via Bluetooth as-well as an 8GB Internal MP3 Player. 


Whereas Xtrainerz earphones only function via the 4GB internal storage.

Where is your company located?

Based in QLD Australia. We are an Australian Company proudly offering Shipping Worldwide. 


For more information regarding our current estimated delivery times click here -  hydgenos.com/shipping

Can I return it if I don't like it?

Absolutely! We aim for 100% Customer Satisfaction and offer a 30-day Return Policy. If your product is in any way, not a 5-star experience, please reach out to us so that we can make it right. 


How do I start a return?

To start a return, you can contact us at support@hydgenos.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Can I pick up my product from your company headquarters?

In line with our order and fulfillment process we are unable to offer a pickup service of your order.

How long does shipping take?

For more information regarding our current estimated delivery times click here - hydgenos.com/shipping

Where can I track my order?

Once your product ships you’ll receive a shipping confirmation email with a tracking number. It can take 24-48 hours for your tracking number to be updated by the carrier. 

How do I register my Product for Warranty?

To successfully register your product. Please fill in the required information here -   hydgenos.com/warranty

What does the Limited Warranty cover?

The Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, HYDGENOS will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.

What will we do to correct problems?

We will either repair or replace the product, using new or refurbished replacement parts.

How long is the warranty?

We offer a one-year warranty. Your warranty begins with your purchase date. Should you need to file a claim and receive a replacement unit, the warranty will continue from your original purchase date.

How do I begin the Warranty Service process?

To obtain warranty service, you must first contact us at support@hydgenos.com to determine the problem and the most appropriate solution for you.


If you’re experiencing a problem with your product that warrants a replacement, you can file a warranty claim to our support email support@hydgenos.com


After you’ve completed and submitted your warranty request a member of our warranty department and reach out to you directly with next steps.


A member of our warranty department will review and respond to your claim within two business days. At this time, they may approve the claim, deny the claim, request for additional information, or request for the faulty product to be returned. Once a claim has been approved, a replacement will be sent to the address provided on your order confirmation.

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HYDGENX18

HYDGENX18

  • IPX8 Waterproof 

  • 10 HRS Battery Life

  • Bluetooth 5.0 Connectivity

  • 8GB Internal MP3 Player

  • Bone Conduction Technology

  • FREE SHIPPING 

  • 30-Day Money Back Guarantee