1. If the device is damaged, we recommend contacting the hardware vendor for purchasing or after-sales repair. Once the issue is resolved, you can continue to use the device.
2. If you are getting a new device, provide the serial number of the old device and the new one. Send this information to the app customer service to attempt to transfer your package.
3. If the device is unusable and no replacement is avaiable, and if your order is within the valid refund periodyou can initiate a refund request independently within”Me”->”Orders.”Customized devices are not eligible for refunds.
4. If the above steps do not resolve your issue, we recommend providing relevant information and contacting the app’s online customer service for further assistance.