FAQ

We’re here to make every step with — ordering, using our products, and tracking your progress — simple and worry‑free.

Orders

Full instructions on placing, tracking, updating, and returning your order are available.

How can I get free shipping?

We offer free shipping on all orders from Contiguous United States. If you want to get products faster, you can choose Scheduled Courier Delivery for select products. For specific fees and delivery timelines, please refer to:

  • Scheduled Courier Delivery (3 Day): 3 Business Days US$6
  • Scheduled Courier Delivery (2 Day): 2 Business Days US$10

How does the delivery service work?

Your order will be prepared and shipped from our California warehouse, with all items sent together in one parcel.

  • Orders placed before 5:00 PM Los Angeles time (UTC‑8), Monday through Friday, ship the same day.
  • Orders placed after 5:00 PM Los Angeles time (UTC‑8) on a weekday ship the next business day.
  • Orders placed at any time on Saturday or Sunday ship on Monday.

Which regions qualify for free shipping?

United States
  • Free standard shipping to every address in the 48 contiguous states and Washington, D.C.
  • Alaska & Hawaii: welcome, with a flat USD $30 delivery fee per order.
  • Not currently serviced: U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands), freely associated states (Palau, Marshall Islands, Federated States of Micronesia), and APO/FPO/DPO military or diplomatic addresses.
Europe
  • Free standard shipping from our EU store to the United Kingdom, France, Germany, Italy, and Spain.
  • Orders to other European destinations are not yet available through the EU store. If you need delivery elsewhere in Europe, please contact us for the best alternative solution.

Questions about a location outside these areas?

Please leave a message in the contact box on the right so that we can help you find the best practical shipping option.

What’s your return policy?

All products come with a 30‑day worry‑free return window and free return shipping within the U.S. & EU. Start a return from My Account or contact us for a prepaid label.

Products

Complete warranty terms, quick‑start guides, and care tips for every product are provided.

What is the warranty period for products?

Every device comes with a 12‑month limited warranty, starting on the purchase date. The warranty covers any defects in materials or workmanship—including battery‑related issues—under normal, intended use. For the full terms and how to file a claim, please see our warranty policy.

Where can I download a Quick Start Guide for my device?

You can find digital Quick Start Guides for all current products. Select your product model from the list and download the PDF for step‑by‑step setup, charging tips, and safety information.

Are devices certified for safety and environmental standards?

Yes. Every product meets U.S. FCC regulations, EU CE directives, and RoHS limits on hazardous substances. Certificates are available on request.

App

Detailed setup steps, feature explanations, and privacy information for the app are included.

Is the App compatible with my phone?

The app works with iOS 12 or later (iPhone 6 and newer) and Android 8.0 Oreo or later. Your device must support Bluetooth 4.0 or above. The app is optimised for smartphones; larger tablets may display stretched layouts but still function. Syncs seamlessly with Apple Health, Google Fit, and Samsung Health when those services are installed and the necessary permissions are enabled.

Can multiple family members use the same account?

Yes. Inside the app you can create separate user profiles under “User Management.” Each profile stores its own weight, body‑composition, and workout history, so everyone’s data stays private while sharing a single device.

How does protect my privacy and data security?

Your data’s safety is our top priority. Is ISO 27001–certified and adheres to both GDPR (EU) and CCPA (California) requirements. All personal information is encrypted in transit and at rest, stored on secure servers in audited data centers, and never sold to third parties. You can export or permanently delete your data at any time by visiting Measurement › Measurement History in the app.

Didn’t find your answer?

Describe your device problem and our customer service specialists will answer it for you.