Frequently asked Questions
What is "pink noise"?
While we call it “white noise” because that’s the term used by most of our customers, our Dohm products are actually creating "pink noise." If you sample various "colors" of sounds, you will quickly hear that actual "white noise" is highly annoying and not conducive to sleep. Our Marpac Signature Sound contains less high frequency content than “true” (“scientifically defined”) white noise, and also less than most competing sound machine models on the market. The ear is more sensitive to high frequency sounds, so it perceives our sound as more soothing.
What is "White Noise"
White noise is a constant sound which can block out noises across a wide range of frequencies, steadily and at a lower volume than non-white noise. What our years of experience have taught us is that all white noise is not created equal, and we strive to make ours the best.
Which product is loudest?
For sheer power and volume, the 1288A is our loudest machine. This is available primarily through audiologists and has a decibel range up to 90 DB. It has in-line volume control, so the volume range starts at zero and goes up (obviously) from there.
Next in line are the portable (but powerful!) Rohm and Hushh units. These are readily available at retail, and they are small but mighty, ranging from zero to 85 dB.
The Dohm products - all of the products which feature a fan inside - have a volume range between 50-75 dB. This masks the majority of the quiet but annoying noises that disrupt our sleep, as well as some louder, more obnoxious tones.
If you'd like a little more information, here's a quick product comparison.
Where can I purchase online?
Our sound machines must be purchased directly from us if you wish to take advantage of our 101-night trial period. Otherwise you can purchase our products on Amazon. We only sell online directly to our consumers.
Do you ship internationally?
No. Unfortunately, we can’t apply our warranties, refund policy, delivery standards, or other great benefits to orders made for delivery outside the UK.
Do you offer a discount?
We believe that sleep is important, and we want to help you get more of it. That’s why from time to time we offer additional incentives to make you feel even better about choosing Marpac. Please contact us on Facebook to know if there is any discount code active at this time.
What are my shipping options?
Standard shipping (Free) - Takes 2 to 3 business days to deliver.
Express delivery : Takes 1 business day to deliver. This option costs approximately £6
What forms of payment are accepted?
We do not take checks, money orders or cash.
Where is my order?
You should have received an email with tracking information as soon as your order shipped. If you don’t have that email, or otherwise have questions about your order, please reach out to our customer service team and we’ll be happy to help.
Can I cancel my order?
Please contact customer service and we'd be happy to help (but sorry you've changed your mind!)
Can I change my order?
Absolutely! You’re welcome to change your order any time before it ships (and if you missed the chance, we’ll work with you to make it right.) Please contact customer service and we’ll take good care of you.
How do I contact customer service?
We're a team of real people (nice ones!) based here in the UK, and we'll get back to you ASAP - the form just helps us help you as efficiently as possible.
How do I know if a sound machine will work for me?
With our 101 Night Promise, you can try a Marpac sound machine risk-free.
1. Use your sound machine every time you go to sleep for the next 101 days. *Please note that it may take a week or two to get used to using a sound machine – don't give up!* Consistency is key, here, and it takes some time (an average of 66 days, say scientists) for the cue to form and become helpful. That's why we ask that you give it the full 101 days. Be sure to use your machine even (or especially) when you travel. You'll likely find that having a familiar sound environment is comforting in a new place, and those noise masking capabilities often come in handy, too!
2. Let turning on your sound machine become the first step of your sleep routine. Its sound will come to signal the brain that it is "time for sleep," much like a pre-bedtime meditation session... but easier. (Some people even put their sound machines on timers to act as "reverse alarm clocks," reminding them that it is time for bed.)
3. That's it! If you don't feel like your sleep has improved – like you're sleeping longer, deeper, and better – at the end of 101 days, just contact us for a pre-paid return label. No hassle, we promise, though we may request a little information just so we can learn and improve. (Please note: at this time, we can only extend this offer to purchases made through our website.)
What is your return policy?
You’re welcome to return any product purchased on marpacsleep.co.uk within 101 days, at your expense. We do ask you to give our products a shot for 30 days, just because a new and improved sleep experience can take a little getting used to.
Sound machines and all other tools for sleep purchased on marpac.com are also backed by this 101-night trial; if you don't love the way you're sleeping after 30 days, send us your product back with your order number included, and we'll refund it, no questions asked. (Don’t hesitate to reach out to us, though, if you feel you’ve received a faulty unit - we’ll gladly fix that situation for you!)
My Dohm is not working. What are my options?
If you like, you may try cleaning your machine. Over time, dust can build up on the motor inside, causing the sound to change. Here's how.
If that doesn’t help, we have several options for replacement or repair, depending upon the age and condition of your machine.
*Note: if you plan to request a repair or warranty replacement, please do not dispose of the unit.*
Please contact our customer service team and we’ll take good care of you and your machine.
Is there an extended warranty?
We do not offer an extended warranty, but we are mighty proud of the products we make and expect them to last many years.
Our warranty information can be found here.
If something isn’t right, we’ll make it right. Please contact our customer service team with your question or issue - even if you are outside of the warranty period.
What if my sound machine breaks?
If your sound machine breaks while under warranty, we will happily replace it.
We do require that the defective unit be on its way back to us prior to shipping the replacement, so we’ll send you a prepaid shipping label so that you can return the defective unit to us. (We try to learn from our mistakes!)
We will also send a Return Authorization (RA#) via email. If you are unable to locate the RA email, please check your Spam/Junk Mail. Please include a copy of this email with your shipment.
Please package the unit (does not have to be in its original box), attach the label provided, and drop off at your nearest FedEx location. Once the bar code is scanned by FedEx, your replacement will ship out.
Please contact our customer service department to begin this process.
If your sound machine breaks outside of warranty, we do have repair options.
Do you have a guarantee or warranty?
Here is our limited one-year factory warranty on sound machines:
Marpac warrants its sound machine products (with exceptions as indicated below), to the original purchaser, to be free of defects for a period of one year from the date of purchase. This limited warranty covers all parts and/or workmanship against defects or breakage in normal intended use. This limited warranty does not cover damage caused by accidental dropping, rough handling, or misuse of the product, including tampering, or the application of electrical power other than that listed on the label (120V or 240V, depending on the model). Altering or tampering with the label will also void this warranty. This limited warranty covers our products for use in the country they were purchased from. Should you attempt to use this product in another country, warranty will be void. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.
Our ultimate promise to you is that we do our best to make high-quality tools for sleep. We really do care about your enjoyment of our products, and we want to hear from you any time you think our product has disappointed you. Please contact us. We stand behind these products, expect them to last, and will make every reasonable effort to make you happy.
You read our full product warranty here.
How does a sound machine help me sleep?
A sound machine is more than simply a noise-masking device – it creates both a system and a sanctuary for serious sleep. Used consistently, a good sound machine becomes an easy but important part of your pre-sleep routine. Its soothing sound promotes relaxation before bedtime and with time, actually becomes a cue for sleep. Once you fall asleep, the constant sound created by the machine effectively masks noises all night long, so you sleep more deeply than you ever thought possible, and wake up feeling more rested and restored.
Skeptical? You're not alone. But we've been making sound machines since 1962, and our customers say things like "Love, love love!!" and "this thing changed my life" -- and 95% still use their machines for years and even decades after purchase. That says it better than we ever could. :)
So, we invite you to try it for yourself. Just purchase a machine on our website, and if you find that our sound machines are just not for you, no loss – we'll refund your money completely and pay for the machine's return.
How do I charge my Hushh or Rohm?
The Hushh and Rohm portable sound machines come with a USB charging cable. We strongly recommend using a USB wall adapter (not included) to charge your Hushh/Rohm sound machines. Because the USB port located on your PC can go into sleep mode (preventing the efficient and effective charging of your sound machine), we suggest that you only use this option when a wall charger is unavailable.
Can I use my sound machine in the nursery?
Absolutely! Our soothing white noise has been helping babies fall asleep and stay asleep for over 50 years. It's one of our main "claims to fame."
*Please note: Avoid using baby powder near your Dohm as buildup on internal parts can cause damage.
What is the best decibel setting for my infant/child?
For all users, we recommend placing the machine at least three feet away from the sleeper’s head. This is mostly to allow the sound to fill the room for the best possible sound masking, but it also serves to ensure that the sound will not be too loud. At a distance of 6.5 ft, we measure the dB level of the Dohm’s loudest setting at 52.5 dB and of our lowest setting at 41.5 dBA. For comparison sake, know that a quiet whisper measures 40 dB and rainfall measures 50dB.
Do you have products for commercial use?
Our sound machines are very helpful in many “commercial” applications, including healthcare, hospitality, and office privacy situations. The Dohm and other Marpac products can block sound for privacy as well as for improved focus and concentration.
Hotels: Adding a Marpac device to a guest room is proven to increase guest satisfaction with the property. Multiple studies indicate that noise accounts for 76% of sleep disruption for guests. The Dohm is extremely efficient and simple to use. Please contact us to learn more; we'd be happy to discuss best practices and share specific success stories from within the hospitality industry.
Hospitals and Medical Offices: Using white noise in a patient care environment is an excellent way to raise patient satisfaction scores! Typically, these projects come with specialized requirements, so get in touch and we will gladly review product suggestions and best practices with you.
Office Privacy: Our machines are small, portable devices that can cover up to about 300 square feet each, or one for about every four to six work stations. We are best suited for an office environment with smaller noise control situations or to help individual employees. If you are looking for something for a major overhead installation, you may want to contact our friends at Acoustical Surfaces. This is their particular area of specialty.
If you think Marpac might be just what your commercial space needs, please contact Michelle@marpac.com for a formalized quote or for more information.
Where should I place my sound machine?
Sound machines are most effective when placed between yourself and the greatest source of noise. This may mean that instead of simply placing the unit on the bedside table, it is more beneficial to put it beneath a window to block traffic sounds, near an interior door to mask television or voices from another room, or up against a thin wall to minimize the sounds of noisy neighbors, to give a few common examples. You'll also want to try adjusting the volume of the sound machine in these different locations. With a little fine-tuning, you'll soon have the ideal noise-masking setup for your personal sound environment.
Who needs a sound machine?
Sound machines help with sleep, privacy, relaxation, and concentration. They can:
help people of all ages fall asleep and stay asleepprovide focus and concentration in office or school settingsprotect privacy and confidentiality in doctors’ and therapists’ officesprovide relief to those with tinnitusmask the sound of snoring sleepers or other in-home activityblock noises from outside which might disturb or distracthelp travelers sleep better in unfamiliar (and often noisy) environments.
My sound machine smells funny.
Our sound machines are made of ABS plastic, which has been deemed perfectly safe for consumer use. The smell you are experiencing is due to the newness of the machine, and it is typically gone in about a week. (You may experience it with our machines because they are built in the US, so they are relatively “newer” than products built overseas.)
We suggest letting your machine run in an open-air environment (such as a garage or a room with an open window). Opening the vents to full capacity and setting the unit on high will help speed up the process of eliminating the smell.
Our products have been in use for over 50 years, including in the rooms of all of our own children, and we firmly believe in the safety of our products. We only want what is best for our customers and their families. If the smell bothers you too much or does not go away, we will certainly exchange the product for you - just contact our customer service team and we’d be happy to help.
Can I clean my sound machine?
Sure. Here’s what we recommend: simply wipe the exterior with a damp cloth. You can use a Q-tip and rubbing alcohol to clean the vent openings. In order to clean the inside of the unit, use a vacuum hose and proceed to each opening suctioning out any dust inside the unit.
Due to liability issues, we do not recommend opening up your Dohm for cleaning. If you wish to have it serviced, we are more than happy to help. Please contact our customer service department and we’ll take good care of you and your sound machine.
My sound machine is making unpleasant sounds. Now what?
If you like, you may try cleaning your machine. Over time, dust can build up on the motor inside, causing the sound to change. If that doesn’t help, please contact our customer service team, and we’ll take good care of you and your machine.