Frequently Asked Questions

Last updated: February 2024

My Orders

How long does it take to process my order?

Overall the orders are processed within 1-2 working days for available products.

How soon can i receive my order?

Your order will be delivered to you from the warehouse closest to your shipping address. 
It normally takes 2 to 5 business days if the order is sent from our warehouse in the US or Germany.

As for our warehouse in China, it usually takes 10 to 30 business days by Standard Registered Airmail and 3 to 8 business days by Expedited DHL.
 

How can I modify or cancel an order?

In general, an order will be processed within 1 to 2 business days. If you want to modify or cancel it, please email us at: official@kospet.com as soon as possible. 

Please note that once an order has been delivered, only can it be returned rather than canceled.

Can I add another item or edit the order information after payment?

No. Neither is supported once the payment has been made. 

Shipping & Tracking

From where is the shipping sent and to which areas do we ship?

All products are sent from one of our warehouses in China, Germany, the UK and the US.

We ship to most physical addresses in the world. Once you’ve placed an order, it means that the product(s) can be delivered to your shipping address.

Why has the tracking information for my package not been updated?

The tracking information may not updated until the package arrives at your local distribution center. 

Since many packages reach one place (i.e. a transit country or region, an exchange office) simultaneously, it takes time to line up. The Customs needs to check and release the packages batch by batch according to respective arrival dates.

About the Taxes

KOSPET only charges for the product itself. The taxes vary in different countries and regions where tax policies and tax rates differ. Please contact the local Customs to learn more. 
If the package cannot be dispatched or it has been returned as the buyer didn’t cooperate with the Customs or failed to pay Customs duties, refund is NOT supported. 
KOSPET will collect VAT on sales of goods delivered to EU consumers.

Which transporter will transport my order?

We currently offer two shipping methods, registered airmail and DHL.

Returns & Refunds

How can I apply for return or refund?

Return products with quality issue(s):

You have 30 days (from date of purchase) to request a return/refund. You need to request a return in 7 calendar days past the maximum estimated delivery date, or 30 days from the order date, whichever is later.

 

Return products without quality issues:

You have at least 7 days from delivery date to request a return/refund if you are unsatisfied with the product or for other personal reasons. Either way you need to bear a 70% depreciation charge and shipping fee within 30 days from the purchase date or 7 days from delivery date, whichever is later.

 

If you need to return the goods, please contact our official service via email: official@kospet.com

 

Click here to learn more about our warranty policy. 

 

When will I receive my refund?

Your refund will be processed automatically as soon as your order has been canceled or we have received the returned product.

 

Depending on your chosen payment methodand processing time of the designated bank, you will receive your refund within 3 to 15 working days.

How can I get my money back if I want to cancel my order after paying for it?

If you’ve canceled your order or we’ve confirmed the product you’ve returned, your money will be refunded through the same method of payment. 

Exercise &  Activity

Are the products bought from the KOSPET official website authentic? 

KOSPET assures you that products purchased from our official website are 100% authentic and will be covered under KOSPET warranty. 

What are the benefits of creating an account?

There are many benefits you can enjoy by creating an account, which include:

• Experiencing faster checkout. 

• Viewing and tracking your orders. 

• Shipping multiple shipping addresses. 

• Receiving notifications about offers and promotions for products of interest.

Troubleshooting

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly. 

Syncing & Accuracy

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly. 

Security & Privacy

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly. 

Battery and Charging

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly. 

KOSPET FIT APP

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly. 

Others

Why can’t I pair the watch/band with my phone?

First and foremost, please ensure that you follow the instructions of the user manual.

Or you can try to:

1. Remove all Bluetooth devices on your phone, restart your phone and the watch/band before pairing them again.

2. Reset the watch/band. Then delete and reinstall the compatible App.

3. Switch to another mobile device to pair it with the watch/band again. 

What else to pay attention to about pair and connection? 

1. Please ensure that the compatible App runs normally in your phone background. Android smartphone users need to add the App to Whitelist in Settings lest the App should be turned off automatically when the scree is off. 

2. Make sure whether the App is turned off manually.

Why can’t I receive App notification alerts?

1. Make sure notifications for the specific App has been turned om.
2. Make sure that notifications for the App are allowed to appear on the Notification Center on your phone.
3. There may be some problems when paring the watch with your phone. Please pair again according to the user manual, during which give permissions to notifications for the App on your phone. 
4. Make sure Do Not Disturb is off on your phone or the watch in case notifications should be blocked.

Why is the heart rate data “incorrect”?

1. Neither too loosely nor too tight, please wear the watch/band properly. The watch/band should be worn on the outside of your wrist and above your wrist bone.

2. Make sure the software on your watch/band is up to date. Open the compatible App on your watch/band to update the firmware.

3. Keep the optical heart rate sensor clean. It is recommended that you rinse the watch/band off after every workout. If you use sunscreen, lotions or insect repellents, remember to clean it more thoroughly.