Customer Service

If you have any questions regarding products, services, orders, or various types of support, please feel free to contact us.

  • Monday-Friday: 4pm-11pm PST
  • Saturday-Sunday: Closed

*Currently, we do not accept phone inquiries. We apologize for any inconvenience.

When you have needs related to product quality issues and returns, we are committed to actively handling your case and aim to resolve it as soon as possible. Therefore, when you have questions about such matters, please include the following information to expedite the processing of your case:

  • Your order number
  • The serial number on the product's bottom

If there is a malfunction, please attach a malfunction video or a link to your video to help us quickly understand the situation."

February 9th to February 17th is a public holiday, so we may not be able to respond promptly to your emails during this period. We sincerely apologize for any inconvenience this may cause. Rest assured, we will promptly address and respond to all your inquiries upon our return to the office on February 18th.

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About Customer Service

How do I find the product's SN code?

Typically, when you inquire about issues with your product's after-sales support, we need you to provide the product's SN code. The SN code is usually located on a label on the bottom of our product. It typically consists of 14 alphanumeric characters, for example: 001FAC20440029. While we understand that this may be somewhat inconvenient, it allows us to quickly identify any issues with the batch of products, helping expedite the resolution of your case. We appreciate your cooperation in this matter.

Why didn't I receive a response when I communicated my product after-sales issue in live chat?

We apologize for this. Typically, we prioritize resolving product pre-sales inquiries that customers raise in live chat. However, it doesn't mean that we won't address after-sales-related issues in that channel; it just may take longer for us to respond. So, when you encounter after-sales issues with the product, we recommend that you use the form above to contact us, as it will expedite the handling of your case.

My video file is too large to send. What should I do?

You can upload the video to Google Drive or another cloud storage service and then share the link with us. This way, we can access the video without any issues.

More Questions?

If you want to inquire about more information regarding the product, shipping policies, warranty policies, and other details, you can visit our FAQ page.