Frequently Asked Questions:

1. Which account is my Ticwear account? Why can’t I get the activation link/code after registration?

This support site requires your Ticwear account, which is the same as the account you used in your phone companion (the Mobvoi App). If you have to register a new account, we have no problem supporting several main mail servers such as Gmail, Hotmail, Outlook and Yahoo. If you experience problems with your current email address, we suggest you try those main mail servers.

2. Which service should I choose?

If you experience quality problems with your product and want to replacement it with a new one within 1-2 years depending on different regions from the day your product was delivered, please choose Warranty; If you would like to have a refund within 30 days from the day your product was delivered, please choose Return; If you accidently broke your product (e.g. screen cracked or water damage), please choose Repair. Please note that your personal data in your original product will no longer exist since you’ll get a whole new product.

3. What should I indicate in my Warranty request?

Please indicate your order number (for Kickstarter backers, it’s your backer number starts with a #), email used to place your order, proof of purchase and where did you place your order (online shop/www.mobvoi.com, Kickstarter or Amazon). If you can’t upload pictures or videos, feel free to email to support@mobvoi.com.

We DO NOT provide Warranty or Return service if we can’t verify your order. So if you buy your product from others or get your product as a gift, you may want to confirm the information listed above.

4. Can I have a prepaid shipping label to send back the defective product?

Our prepaid shipping label is provided by our logistics partner Landmark Global and covers 26 countries: Austria, Australia, Belgium, Canada, Czech Republic, Germany, Estonia, Spain, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Poland, Portugal, Romania, Slovenia Slovakia, United Kingdom and United States. If you live in these countries, our support team will email you the prepaid shipping label and an instruction. You just have to print the label, stick it to your package and follow the instruction to send back the product. It’s easy and simple.

5. Will the shipping label expire? What if I’m busy and can’t send back the product in time?

Technically, the shipping label will not expire. We’ll keep tracking labels made within one month. If you use a label that’s been made more than a month, please notify us after you send out your product.

6. If I can’t get a prepaid shipping label, how should I send back the defective product?

There’s no need to worry if you don’t live in the countries that have shipping labels. Please send back the defective product using POST service, keep the receipt and tracking number, contact support@mobvoi.com (subject: Shipping Cost - Tracking Number: XXX) and we’ll cover your shipping cost. We reserve the right to reject returned parcels delivered by international couriers such as DHL, UPS and FedEx since they are really expensive. The maximum coverage for shipping cost is USD 20.00. For special cases, contact support@mobvoi.com.

Return Address:
Mobvoi, 13691408229, Zhongguancun International Innovation Building,Room 502, 67 North Fourth Ring Road, Haidian District, Beijing, China 100080.
If you experience difficulties in sending back your product to Mainland China or if you live in Hong Kong, please use this address (no phone number or zip/post code needed):
8/F Manhattan Centre,8 Kwai Cheong Road, Kwai Chung, N.T, Hong Kong.Tel: 2817 7713.
Please leave a note and indicate your name, order number, email address and a brief description of the problem of the product in your package. It would greatly speed up the process if you could notify us when your parcel is delivered, since we can’t check mails/parcels every day.

7. What should I send back? Do I have to send back everything or just the product?

If you choose Warranty or Repair, please send back everything that comes in the product box, including the product itself, original product band, charging dock, charging cable and volcano stand (only for Onyx). The other accessories (bands, charging cables or screen protectors, etc), for free or you bought separately don't need to be sent back.  If you choose Return, you must send back everything you’ve got for a full refund. If you want to keep some accessories, contact support@mobvoi.com.

8. How do I do Repair? Do you have support centers in my country?

The way we do Repair service is to offer special discounts for you to buy a new product from our online shop: www.mobvoi.com. After you send back your defective product, we’ll email you a special coupon code. Apply the code on the Checkout page and you can get a new (same model) TicWatch2 under a special price. Shipping to your country is free but may have import charges/VATs.

9. How will I get my refund/reimbursement?

If you have placed an order on www.mobvoi.com or backed us on Kickstarter, we’ll first refund through our online shop/Kickstarter. Your money will go back the exact same way you paid your order. Otherwise, we’ll refund through PayPal. Bank accounts are not accepted.

10. What is product sn? what is sku?

11. What is mobvoi's service scope?

Mobvoi's Service Scope includes vendors that are included within our warranty/return/repair services. Vendors not listed here run the risk of not being viable vendors and therefore not covered by Mobvoi.
Aftersales (Warranty/Return/Repair): Official website (Mobvoi.com/Store.Ticwear.com), Kickstarter, Indiegogo.
Amazon (Purchased under Mobvoi US, Mobvoi Official Store, Mobvoi AU or Mobvoi Japan). You may also contact Amazon directly for Return within 30 days after delivery.
Best Buy (for warranty and repair). Returns are to be sent to and based on Best Buy's return policy.
Walmart e-Commerce (for warranty/repair). Returns are to be sent to and based on Walmart e-Commerce's return policy.