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FAQ

About Orders and Shipments

How long does it take to process my order?

Overall the orders are processed within 1-2 working days for available products.
Your order will be shipped from the warehouse closest to your delivery address. Usually the warehouse will ship the package for you within one business day after the order is placed, after that you will be notified by email with the tracking code of the package. Please pay attention to the email in the mailbox where you placed your order.

Orders shipped generally take 8 to 15 business days with standard registered airmail, or 3 to 8 business days with expedited DHL shipping.

These are estimated times, and the actual delivery time may be affected by various unforeseen factors.

Why hasn't my package's tracking information been updated?

The tracking information may not updated until the package arrives at your local distribution center.
Since many packages reach one place (e.g. a transit country or region, an exchange office) simultaneously, it takes time to line up for the customs to check and release the packages batch by batch according to respective arrival dates.

What should l do if delivery fails due to an incorrect address?

Please email bearscome official Customer Service at:service@bearscome.com for the contact information to contact your local shipping carrier to retrieve your package.
When placing an order, please provide a complete and correct delivery address, including the name of the recipient, company name, flat number, floor number, street name, and valid phone number. bearscome will NOT be responsible for any lost package due to the incorrect delivery address provided.

How can l modify or cancel the order ?

In general, an order will be processed within 1. to 2 working days.

If you want to modify or cancel it, please email us at:service@bearscome.com as soon as possible.
Please note that once an order has been delivered, only can it be returned rather than canceled. Therefore, address changes and cancellations are not guaranteed, depending on the actual situation.

Will there be any handling fees and customs charges?

Taxes may apply to imported goods/services and is regulated by the country's law. Bearscome is not responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.

If the package cannot be delivered or returned normally because the buyer does not cooperate with customs clearance/payment of customs duties, Refund won't be processed if the buyer doesn’t complete customs. buyers can neither receive the product nor refund finally.

About Basic Information

Are Bearscome smartwatches waterproof?

The Bearscome smartwatches, with an IP68 water resistance rating, are suitable for everyday water activities such as washing hands, getting caught in the rain, and shallow water activities like swimming in a pool or at the beach. However, please do not wear any Bearscome smartwatch during hot showers.

What is the range of the Bluetooth connection on the bearscome smartwatch?

In ideal conditions, the Bluetooth connection distance between the watch and the phone can reach up to 10 meters, as long as there are no obstructions in between.

What to do if my bearscome smartwatch won't connect to my phone?

First and foremost, please ensure that you follow the instructions of the user manual.
Or you can try to:
Remove all Bluetooth devices on your phone, and restart your phone and the watch/band before pairing them again.
Reset the watch/band. Then delete and reinstall the compatible App.
Switch to another mobile device to pair it with the watch/band again.

Bluetooth connection is unstable

Please make sure that there is no covering between your watch and cell phone. The human body or metal jewelry worn, etc. can also interfere with Bluetooth connection stability.
It may also be related to too many Bluetooth devices connected to your phone.

You can try uninstalling all Bluetooth devices on your phone, restarting your phone and watch, and then re-pairing.

Or try switching to another mobile device to pair it with the watch again and observe the connection.

Why is my battery draining so fast?

Fast battery consumption is also related to user settings. For example, enabling the AOD mode and GPS tracking and playing audio on your watch/band will drain the battery quickly.
You can reduce the screen brightness and adjust the screen timeout to five seconds.
Turn off 24-Hour Heart Rate Monitoring (if possible) and other unnecessary notifications.

Why is the heart rate sensor on my bearscome smartwatch "incorrect"?

Although the heart rate monitoring function of the watch can provide a certain amount of heart rate data, the accuracy of the heart rate monitoring may have some errors due to individual differences and environmental factors.
1. Neither too loose nor too tight, please wear the watch/strap correctly. The watch/strap should be worn on the outside of the wrist and above the wrist bone.
2. Make sure the software on the watch/band is up-to-date. Open the compatible application on the watch/band to update the firmware.
3. Keep the optical heart rate sensor clean. It is recommended to clean the sensor on the back of the watch with an alcohol wipe after each workout. If you use sunscreen, lotion, or insect repellent, remember to clean it more thoroughly.

My smartwatch isn't turning on. what should l do?

The watch will not turn on if it is out of power. Please make sure the battery is sufficient.
1. Please check if the problem is on the charging base first. You can use a different household socket and USB port to connect the charging base.
2. Place the watch on the magnetic charging dock and press and hold the power button for 10 seconds to see if it restarts. If the watch has been out of battery for a long time, charge it for half an hour before attempting to power it on.
3. If the watch is still connected to your phone, open the app and reset the watch.

In what circumstances will bearscome refuse my return request?

Your return application will be rejected by bearscome if:
1. the return is requested beyond 30 days from the date of receipt;
2. all accessory items, giveaways, the user manual, or original packaging included with your purchase is missing or damaged with your return;
3. valid receipt or proof-of-purchase cannot be provided, or is counterfeited or altered in any way;
4. Product defects or damage is caused by any alterations, spillage of liquid, sand, oil, etc., improper installation, or use not in accordance with the user manual;
5. Product defects or damage is caused by accident (including without limitation collision, fire, flood, earthquake, traffic accidents);
6. the returned Product is not sent out within 7 days of return service confirmation with bearscome Customer Service;
7. The returned product was not sent out in accordance with the requirements from bearscome Customer Service, the package was not returned to the address specified by our customer service, and the customer needed to contact the carrier to re-deliver the package to our delivery address.;
8. Other scenarios do not meet the conditions under this return policy.