FAQ

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Products are warranted for one full year from the date of purchase, and the products should not be broken or damaged caused by any man-made factors..

Please follow below process to create a warranty service
1. Login in your SMARTOMI account.
2. Find My Orders and click it to access to the next page.
3. Find the product you are want to have it to be warranty
4. Click Return or Exchange button, and fulfill the relevant information to apply the return or exchange service.
5. When finish the return request, there will be a RMA No. created. And the customer service team will contact you via email to process the return/exchange within 72 hours.

The products will be excluded to the warranty under below situation:
1. Any product that is unable to be provided any purchasing proof or warranty card.
2. Any information such as the purchase date, sale department (stamp valid) is uncompleted or amended.
3. Any man-made damages, includes the malfunction or damage by improper use or using under non-normal working environment.
4. Any defect/damage caused by unauthorized refit, decomposition, re-assembling and repair.
5.Any defect caused by man-made factors or force majeure will be charged maintain fee if they need to maintained. The maintain fee is vary from different product or model No.
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How do we process the DOA orders?

SMARTOMI guarantees safe delivery of your orders. Any product is defective or damaged when it arrives, we will exchange all damaged/defective items and cover all the shipping charges to customers for return the damaged/defective one.
When you find product is defective when it out of box, please email us via support@smartomi.com within 14 days. We will create return label to you for returning the defective/damaged items, and ship a new item to you when our warehouse receive your return.
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SMARTOMI Money Back Guarantee

If you are not happy with the product, you can kindly return the product with the original package and its' accessories to our assigned address within 45 calendar days. We will credit back to you after receiving the returned items.
NOTE: You may have to bear the shipping fees as the product is not defective or damaged.

The product is excluded to return for Money Back Guarantee under below situation:
1. Products must not be altered or modified.
2. Raw components and PCB boards cannot be accepted for return after they are installed or soldered.
3. Consumables cannot returned once they are opened.
4.When returning replacement products, the original (defective or non-functional) unit must also be returned, or a fee may be assessed.
5. Batch/wholesale (signified by volume discounts), and customized orders are not covered by this offer.
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Customer Service Times.

SMARTOMI provides 24/7 friendly customer service, Feel free to call anytime if you have questions about our product or service.
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Review Policy

1. SMARTOMI account member can leave a review on our website.
2. When users submitting the review, our administrator will audit the review in 5 working days. If the review not included any uncivilized wording and malicious slander. We will pass this review and post on website no matter the review is positive or negative.
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How do I cancel my order?

Check your order status at [my account >my orders], if your order is not yet shipped, You can apply the cancel request online, and we will audit the request within 24 hours and issue the refund to you.

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How do I do to add items to my cart if I already checked out a order?

If your order has been checked out and at the status of processing, you can create a new order for other items you want to buy and have the new order checked out, we will pack all the items you ordered and arrange shipment to you together.
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How do we process the refund?

If you pay by PayPal (Credit Card), we can return to your PayPal account or your credit card within 60 days from the purchase date.
If the refund request is over 60 days from the purchased date, we will process refund to you a SMARTOMI gift card.
(Remark: the PayPal grant seller should issue a refund to the buyer within 60 days from the original transaction date)
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In what currency are SMARTOMI prices displayed?

1. All price listed on our website are in US dollars.
2. If your domestic currency is not US dollars, please note that your credit card issuer or bank has the final decision of the exchange rate. The exchange rates that your bank uses are not controlled by SMARTOMI.
3. If you want to know the actual exchange rates, please consult with your credit card issuer or your bank.
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What language do I enter my information in?

1. All information will be shown in English. Information shown in other languages can cause processing delays or packages lose.
2. Please note that a native language address is not guaranteed to be used for shipping. The use of such address depends on the policies imposed by specific shipping carriers used for each shipment.
3. SMARTOMI is not responsible for any loss and case caused by improper shipping information entry.
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Which terms of payments are accepted?

1. PayPal, please note that PayPal is completely free of charge for users without the hassle of account register and login in.
2. For more details about PayPal, please search PayPal on Wikipedia and PayPal's website.
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What should I do if I not receive any order confirmation email after checking out?

If your order has been checked out, our system will send you order confirmation email to notify the status of your order, if you do not receive any email from us, kindly please check your SPAM mailbox to check if the email is there.
If not, kindly please contact us via support@smartomi.com. We will check the status of the order and re-send the confirmation email to you.
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Order Status:

1. Pending: Pending indicates the payment of the order has not completed yet, or indicates the product is out of stock.
2. Processing/Processed: This indicates the orders is being processed and will be shipped ASAP.
3. Shipped: Orders marked as complete have been invoiced and have shipped.
4. Cancelled: Cancelled orders will be existed if orders are cancelled or if the orders have not been paid.
5. Completed - Orders marked as completed have fully been invoiced and shipped and signed.
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Returns:How to return a product?

1. Items must be returned with original packaging, manuals,
all accessories and documents provided by the manufacturer. 2. Contact us to get a RMA (return merchandise authorization) ID first to process the first step of return.
3. If a product is DOA or shipped incorrectly, SMARTOMI will cover all shipping charges. For all other cases of returns, our staff will quote you the actual shipping costs incurred (the non-refundable portion).
4. We will process refund to you in 10 business days as the logistic days of the return will last around 10 days. If you want a replacement after refund, kindly please reorder the item, we will arrange shipment to you once the payment completed. Or you can inform us that you want a replacement instead of refund when you apply the return question.
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Restrictions about the Returns:

1. If products are been altered or modified, warranty and money back guarantee will be loss efficacy.
2. Any customized, volume discount, and/or wholesale orders are not included in the warranty if they are not exist batch defective.
3. When returning, we recommend to use a traceable shipping way. SMARTOMI will not be responsible for any items lost with the non-traceable shipping way.
*Definition of delivery date: for EMS/DHL and some registered airmail packages, the delivery date is displayed on the courier's tracking website. For orders that do not have online delivery dates provided by the courier, the delivery days is assumed to be 21 calendar days after shipment arranged.
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Will SMARTOMI charge shipping & handling fee?

All orders shipped to the U.S. are free of shipping &handling fees (HI, AK, APO, PR, Guam, etc. excluded).
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Does SMARTOMI ship items to APO/FPO or PO mailboxes?

Sorry, we cann't.
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Will SMARTOMI accept International orders?

Sorry, most of our products are shipped only to the United states. But U8 and Q5 can be shipped to European countries. When you are filling in your shipping address, you can find out whether your address is in the delivery range or not.
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Why is there no tracking information with the tracking number?

1. SMARTOMI will send shipment notification and tracking numbers as soon as the items leave our warehouse. Tracking numbers will not show any result before carriers scan and update the delivery status of the packages.
2. For Express packages, the shipping information will be shown on the tracking page after one business days.
3. For airmail packages, the shipping information will be shown on tracking page after 3 business days.
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How long will be shipment arranged after checking out the order?

1. Items that are in stock and orders checked out before 4PM PST usually will be shipped out at the same day. While orders checked out after 4PM PST will be shipped on the following day. Orders checked out after 4PM PST on Friday will be ship on next Monday.
2. If some of items are out of stock, if you still want this item, we will arrange partial shipment for those in stock items first. For remain unshipped items, we will arrange shipment once they recover the stock. Or if do not want the items due to the late shipment, you can kindly apply refund for this item.
(Note: The ETA is the estimated value, we can't accurate the ETA as there is some force majeure factors during the shipment)
3. If the shipment is delayed, we will send email to notify the situation and update the shipping status to you.
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How do we process the missing and bounced packages?

If an item is reported as lost or returned to sender by courier, SMARTOMI will send free replacements immediately.
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What happens if the order is delivered to an address that is entered incorrectly or incompletely?

The courier may also deliver the item to you by some clues of your entered address.
If the package is returned to the sender or losing because of the improper entered address.
There will be 2 options for you for the order handling:
1. If you still want the items, we can rearrange the shipment to you.
2. If you want a refund, we can issue refund to you, but we need to deduct 20% of total order amount due to the improper address entered.
(Note: The logistic company will charge the handling fee because the improper address will cause the return, or will not return the shipping charge to us if the item loss due to the improper address. Hence there is 20% of total order amount will be deducted to compensate the handling fee that charged by logistic company)

You can modify your address before the order shipping, you can modify in under your account, , or contact us via support@smartomi.com to adjust the shipping address.
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What should I do if my package is lost?

Online tracking shows package as "lost"
1. Contact us and SMARTOMI will send replacements immediately.
2. Online tracking stop updating the delivery status for a few days (or up to 2 weeks)
3. If you have selected USPS first-class or registered airmail, the online tracking usually stop updating when your packages on their way from State to State, or from Province to Province.
4. Call the local logistic agency with providing the tracking number, and they will update the delivery status to you.

Here are some of the common contacts for the logistic agency:
Canada (Canada Post): 1-888-550-6333
United States (USPS): 1-800-ASK-USPS (800-275-8777)
United Kingdom (Parcel Force): 08448 00 44 66
If you have selected Express Package Service, let us know immediately and we will get the issue resolved as soon as we can.

Online tracking stopped updating the delivery status for 2 weeks or more
Unfortunately the Universal Postal Union(http://www.upu.int/en.html) guidelines instructs that post offices worldwide only accept non-delivery complaints after 30 days of shipping. Thus, Hong Kong Post, USPS, Canada Post, and your local postal system would not accept non-delivery inquiries within 30 days after packages are shipped.
After the disclaimer of 30 days of non-delivery complaints expired, SMARTOMI will immediately make official inquiries against your local postal system. If packages are confirmed lost, we will send replacements immediately for free.
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What should I do if the delivered package is short of ordered products?

If you find your delivered package is short of ordered products, please kindly keep the package intact especially the packing list, and contact us via support@smartomi.com, we will clarify the issue as soon as possible and reship the missing item to you.
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Only one earphone can be connected / the earphone is disconnected / the earphone can not be connected.

Regarding your case, kindly please try to do the reset as follow:
1. If you have paired record on your devices, please remove the paired record and turn off the Bluetooth on your device.
2. With the eadbuds off, long press the MFB of both earbuds until the purple light blinking, then the stereo pairing between the 2 earbuds will be done.
3. Turn on the Bluetooth on your device, Locate and tap SMARTOMI Q5 from the list of Bluetooth devices that are available to pair with your phone.
4. After successful pairing, the headset can now be used to listen to music or make phone calls.
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When a call comes in currently only one will work.

Currently there is only one earbud can use for phone call. This design is aiming to let users able to notice the surrounding when they are driving with call.
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Cutting in and out.

May I confirm if there is some signal interference around you when are using the earbuds? Because the signal interference like WIFI router will impact the stability of BT connection. If there is some WIFI signal around you, can you please try the earbuds away from the WIFI to test its connectivity?
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Multi-point devices pairing.

Kindly please follow below instruction to do the multi-point devices pairing:
1. Please make sure the Bluetooth function of your devices in the status of turn off before pairing. And if you paired the Q5 with your devices before, please remove the pairing record on your devices first.
2. Keep your phone and the earbuds close to each other (3 feet apart).
3. With the headset off, press and hold the power button until purple indicator lights on.
4. Turn on the Bluetooth on your device A, locate and tap SMARTOMI Q5 on device A. Pairing is complete when the red and blue lights stop blinking alternately, leaving only the blue light blinking.
5. Turn off the Bluetooth function on device A, then turn on the Bluetooth function on device B, locate and tap SMARTOMI Q5 on device B. Pairing is complete when the red and blue lights stop blinking alternately, leaving only the blue light blinking.
6. Turn on the Bluetooth function on device A again, and tap SMARTOMI Q5 on device A to complete the pairing with the device A, then multi-point devices pairing will be done.
(Due to current technical limitation, there is only one earbud can do the multi*point devices pairing)
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After the headphones get fully charged, why the phone doesn't show it is full?

Different Devices may show vary battery level because of different operational system. And the battery level shown on the phone is just an estimated value, so the battery level should rely on actual using condition of the Q5. If the battery last less than 2 hours of music time and 3.5 hours of calling time, we can assume the battery is defective.
Hope it can help you to use the Q5 better.
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Control volume.

Quick press right earbud 3 times can control volume up or volume down. When the volume adjusted to the highest level, quick press MFB on right earbud 3 times can switch to mute state.

If you have any questions,you can contact us:

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