User Manuals

FAQs
  • Shipping & Tracking
  • Troubleshooting
  • General
  • My Orders
  • Returns & Refunds
  • part 8
  • part 9
  • part 10
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.

How much does the shipping cost?

The final shipping cost, whose details can be viewed at checkout, depends on package weight, shipping methods, distance between the warehouse and the destination, etc.

Currently, we can only ship orders to the countries and regions listed on Shopping Cart > Calculate Shipping > Country. 

Please note that shipment may be delayed during weekends and holidays, which is considered as a force majeure accepted by both parties.

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. 

How can i acquire more precise sports data? 

1. Make sure that you’ve detailed your personal information on the compatible App, such as age, height, weight, etc. 

2. Please update the compatible App to the latest version: 

For Android smartwatches, enter Settings → About the Watch → Wireless Update.

For Bluetooth smartwatches, open the compatible App for the firmware update.

How to maximize the battery life and lifespan?

1. Always make sure that your watch/band is updated to the latest firmware. 

2. Adjust your settings, such as adjusting screen brightness, reducing display duration, disabling 24/7 heart rare monitoring (unless it is necessary), enabling low power mode, etc. 

3. Please remember not to charge your watch/band until it runs out of battery. 

How to perform an OTA firmware update?

For your Android smartwatch, connect it to the network, enter Settings → About the Watch → Wireless Update (select and update to the latest version).
For your Bluetooth smartwatch, find “Firmware Update” on the compatible App on your phone to update.
Note: Please ensure that the watch has at least 70% charge when updating.

What should I do if I forget the passcode?

Please contact our customer service via email: official@kospet.com for the ROM file to reset the smartwatch. 

How does the watch/band monitor my sleep?

The smartwatch/smart band will automatically track your sleep if you wear it to sleep. On waking up, you can view sleep duration, sleep stages, naps and other information on the compatible App.

Is it necessary to keep enabling my phone’s Bluetooth?

You do not need to enable Bluetooth for features such as Step Counter, Alarm Clock, Workout, Heart Rate measurement, blood Oxygen measurement, Blood Pressure measurement, Sleep.

You do need to enable Bluetooth for the following features – Call, Music, App notification alerts, for the watch/band needs to transfer the information to your compatible phone promptly. The features can only be used when your watch/band stays connected to your phone. 

How do i enable Always-on Display?

1. Wake up the watch/band, go to Settings > Watch Faces & Theme > Always-on Display.

2. Select a watch face style for always-on display.

Notice: Enabling this feature may reduce the battery life to a great extent. 

How to use the Music Control feature?

To control the music playback of your phone via the watch/band, please make sure that: 

1. The watch/band stays connected to your phone, while the compatible App such as KOSPET FIT keeps running in the background.  

2. Allow the notifications for the compatible App (e.g. KOSPET FIT), in order that your watch/band can obtain song information.

3. After turning on your phone’s music player, the watch/band will automatically obtain the information about the status of the song that is currently being played. 

4. Swipe right the home screen and enter the Music interface where you can pause or play the song, switch to the previous or the next song, or adjust the volume. 

How can I switch watch faces?

Method I: Long press the watch face and swipe left or right to quickly switch between watch faces. 

Method II: On the watch, enter Settings > Watch Faces to change the watch face. 

Method III: Open the compatible App, go to Device > Watch faces to switch the watch face.

Why isn’t weather data displayed? 

Weather data is not automatically updated on the watch. Please connect the watch to the compatible App and update weather via the following steps:

1. Make sure that you have set the city which you need for weather data. 

2. Open the compatible App and wait for the data to sync. After data synchronization is complete, enter the weather screen to view weather data for the city you set. 

How do I change the language?

Method I: Swipe down the home screen and enter Settings to change the language.

Method II: Swipe right the home screen and enter Settings to change the language.

Method III: Open the compatible App (KOSPET FIT, etc.) and select Device > More Settings > Device Language to change the language.

How do I adjust screen brightness?

Method I: Swipe down the home screen and select a lightbulb icon to adjust the brightness. 

Method II: Swipe down on the home screen and select Settings > Brightness to adjust brightness (and Display Duration). 

Method II: Swipe right on the home screen and enter Settings > Brightness to adjust brightness (and Display Duration). 

Tap and hold the brightness button, then swipe it up and down to adjust the brightness of the watch/band screen. 

How do I enable Sedentary Reminder?

With Sedentary Reminder enabled, if no activity is detected during the first 60 minutes while you are wearing the watch/band, the watch/band will vibrate to remind you to move around.

Keep the watch/band connected to your compatible mobile phone, open the KOSPET FIT App, go to Device > Sedentary Reminder, and enable Sedentary Reminder. 

How to perform a breathing exercise?

1. Swipe right the home screen to enter Breathing Exercise/ Breath Training interface.

2. Set the duration and breathing tempo.

3. Tap Start to begin the breathing exercise.  

Why can’t I receive incoming call alerts?

1. Make sure your phone’s notification bar functions.

2. Make sure your phone’s Bluetooth is turned on.

3. Check if Do Not Disturb is enabled on your watch/band. If so, please disable it. 

How to adjust Sound and Vibration?

Method I: Swipe down the home screen, enter Settings > Sound & Vibration to enable the function.

Method II: Swipe right the home screen, enter Settings > Sound & Vibration to enable the function.

In Sound & Vibration, you can also adjust the vibration strength and turn on the Silent Mode if necessary.

What should I do if firmware update fails?

1. If the compatible App fails to update, please retry and update again.

2. After your watch/band has been connected to the compatible App (such as KOSPET FIT), swipe down the synchronization data in Device > Firmware Update, which will trigger the firmware update of the watch/band again.

3. Restart your phone’s Bluetooth, and update again after entering the App. 

Why can’t my watch/band connect with compatible App?

1. Exit the App, turn off the Bluetooth, and try to reconnect.

2. In the case of more peripheral watches/bands, please put your watch/band closer to your compatible mobile phone or move it to the place where there are fewer Bluetooth devices. 

3. Check the Bluetooth information of the device from the Bluetooth list of the mobile phone system. 

4. If the watch/band has been paired before, it should he unpaired in the previous device prior to pairing a new phone. 

What should I do if the data fails to sync?

When the compatible phone’s Bluetooth is on and the App is opened, the data of your watch/band will be automatically synced to the App. If the data fails to be synced, please check according to the following methods:

1. Swipe down the screen to sync data manually.

2. Exit the App and restart the synchronization.

3. Turn on your compatible phone’s Bluetooth again and try to restart the phone. 

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.

How do I register?

The easiest way is to click here 

Alternatively:

• Go to https://kospet.com 

• Click this icon 👤  at the top-right corner of the website.

• Click CREATE after filling in your personal information – first name, last name, email and password. 

 

Note: It is necessary for you to provide a valid email address to create your KOSPET account. 

What kind of personal information do I have to provide when placing an order?

When placing an order, you are required to enter your email address full name, a valid address, and phone number of the recipient.

What should I do if I forgot my password?

• Go to https://kospet.com 

• Click this icon  👤 at the top-right corner of the website.

• Select Lost your password, after which you will receive an email to reset your password. 

Can I make a purchase through the hotline, live chat or by an email?

No. We only accept orders placed via the KOSPET official website, as well as other sales platforms authorized by KOSPET.

Is there a minimum amount of payment for an order on the KOSPET official website?

There is no minimum payment limit on our official website.

What usually comes in the box when I receive the package of a new product? 

The package usually includes a smatwatch (or a smart band), a charging cable/magnetic charging base, a tempered glass, a user manual, a warranty card, etc.
Note: The packing list may slightly differ from product to product.

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. 

Which payment methods are accepted on KOSPET official online store?

The following payment options are currently accepted by our official online store:
American Express, Apple Pay, Diners Club, Discover, Meta, Google Pay, MasterCard, PayPal, Shop Pay and Venmo.

How do I enter a discount code for my purchase?

If you’re shopping with a mobile device: 

· When you are ready to make your purchase, go to your cart (or click on the bag icon in the upper middle corner of the page) and select proceed PROCEED TO CHECKOUT. 
· Click on Show order summary (with a cart icon on the left ) on the upper side of the page. 
· Enter your discount code written exactly as you received it in the box provided for this purpose. Then clock on Apply. 

If you’re shopping with a desktop: 
· When you are ready to make your purchase, go to your cart (or click on the bag button in the upper right corner of the page) and select proceed PROCEED TO CHECKOUT. 
· Once you’ve confirmed your order, enter your discount code written exactly as you received it in the box provided for this purpose. Then clock on Apply. 

Notes:
1. Please ensure that you do not add any extra spaces before or after the promotional code. This could happen if you copy-paste the code from an email or other electronic communication.
2. Once your promotional code is confirmed and accepted, the discount is applied.

When will I get an order number?

You will get an order number after you complete the payment.

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. 

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