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

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/en.ticwear.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 watch from others or get your watch 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 watch?

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 watch. It’s easy and simple.

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

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

There’s no need to worry if you don’t live in the countries that have shipping labels. Please send back the defective watch 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 watch 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 watch 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 watch?

If you choose Warranty or Repair, please send back everything that comes in the watch box, including the watch itself, original watch band, charging dock, charging cable and volcano stand (only for Onyx). The other accessories (the black silicon band you got if you’re a Kickstarter backer) that you bought separately don’t need to come 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 watch from our online shop: en.ticwear.com. After you send back your defective watch, 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. If you would like to change the model type, contact support@mobvoi.com.

9. How will I get my refund/reimbursement?

If you have placed an order on en.ticwear.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.