Frequently Asked Questions
Can I connect my powered/active speakers?
Yes, through the stereo line out (on the first prototype, it was a mono out but the final version has a stereo line out). This will let you control the volume and source with the Billie controls. Sound will be processed by the tube preamp and DAC, however the amplification will be handled by your active speakers.
Does the Billie have a USB input?
At the moment there’s no USB input.
As we saw this product as being used mainly as a living room system, where SPDIF is more prevalent than USB, we went with SPDIF. If you would like to connect a USB in converter there are definite jitter and noise isolation advantages to using a USB to optical converter cable.
How long do the tubes last?
Tube lifespan is variable. Under normal wear, the tubes should last you between 10,000 – 15,000 hours. If you listen to your amp for 6 hours every day (without skipping a day), the tubes will last you between 4 – 6 years. Tubes are fragile when hot. Do not knock them about and avoid handling them when hot.
Tubes will give you ample warning before dying: you will notice that one channel plays louder, slight distortion, or some sparking inside the tube when you turn on the amp.This is not dangerous but their end is near.
Are tubes difficult to install?
Changing tubes is only slightly more challenging than changing a lightbulb. The tubes on the Billie are easily accessed from the top, there’s no disassembly required.
Do the tubes need any special maintenance?
No. The Billie uses preamp tubes. Only power amp tubes need periodic biasing.
Do the tubes get hot?
Yes, they do -think 25w light bulb. Not enough to cause serious burn but tubes are not meant to be handled when hot. Keep them out of reach of ‘little hands’.
Where do I buy tubes?
The tubes used in the Billie (ECC99, 6N6P or 12BH7) are very common and easy to find. You can buy them locally at hifi and music stores. Online, they are available on our website (soon), Amazon, and Ebay.
We recommend getting a ‘gain-matched pair’.
What’s the difference between regular & gold pin JJ tubes? Can I install gold pin tubes on the non-SE amps?
The JJ ECC99 Gold Pin is based on the same construction as the original ECC99. The internal components go through additional selection and processing during assembly. These tubes do test more consistently and have a lush and open character with an extended frequency response. You can install these gold pin tubes on any of our amps.
What’s your return policy?
If for any reason whatsoever you’re not entirely pleased with your Heaven 11 Audio product, just return it to us within 30 days of delivery for an easy refund. Please keep in mind that for a full refund, everything (all accessories, including cables, manual, power cord, etc.) must be returned in the original packing, and we will not refund shipping costs.
There is no returns on Kickstarter rewards. Only in the event of a faulty amp will we exchange or repair said amp. Please read our returns page for more detailed information.
How do I make a return?
Simply contact our service department for a return authorization (RA) form and RA number via telephone or email below. Then pack the product back in the original shipping boxes (an outer and inner carton) with the customized shipping materials and the RA form. Be sure to include all accessories like the power cord, cables, manual, etc. If you do not have the original inner and outer boxes or shipping materials, please take the product and accessories to a shipping company like UPS or FedEx to package securely for you. We recommend you insure the shipment for the full value of your returned product as we are not responsible for any product damaged or lost in transit.
Phone: (514) 442-5460
Email: [email protected]
What’s your warranty?
The Billie amp is covered by a 5 year warranty against manufacturer’s defects from the date of purchase. This warranty only covers defects in materials and workmanship. The warranty does not cover normal wear and tear, excessive abuse or misuse by shipping, misuse, cosmetic issues or modifications you made. Opening the amp voids the warranty. The warranty is only applicable to the original purchaser and is void if your product was purchased from another person or an unauthorized dealer (Please read our warranty page for more detailed information)
I need service support with my Heaven 11 Audio product. Who do I contact?
In the event that you need support for your product, please do not hesitate to reach us.
Phone: (514) 442-5460
Email: [email protected]
What are my shipping options?
We ship using FedEx, UPS and DHL (or Canada Post in Canada). Upon checkout, you will be presented with the most economical shipping option. If you would like to ship express, please contact us for rates after you have submitted your order.
Is a signature required to receive my order?
Yes. We ship all packages with an adult signature required. Please make sure someone will be available to sign for your package when it arrives. You may make other arrangements, if needed, by visiting the shipper site after receiving your tracking number from us (We are not responsible for lost packages if you make other arrangements).
Do you ship to my country?
Most probably yes. If it is not on our list, just send us a message and we will add it to the list.
We are not responsible for any duties and taxes that may or may not be imposed by your country.
Sorry, we cannot ship to Russia.
Still got a question? Don’t hesitate to contact us
…Oh, and why the name ‘Heaven 11’ ?