Below is a list of frequently required customer service requests - if you require something not on the list or would like to discuss anything in particular, please contact support.
Contact support for:
If you have any question or comments about our product or service, please email us at email@example.com.
Our support hours of operation are Monday to Friday, 9am - 5pm PST. Closed weekends and US holidays.
All ConnecteDevice products are covered by our 1-Year Limited Manufacturer’s Warranty with the following terms and conditions:
The 1-Year Limited Manufacturer’s warranty is non-transferrable and applies only to the original purchaser of items purchased from an authorized reseller or distributor of ConnecteDevice products. To obtain warranty service, the customer must present a copy of their original proof of purchases showing both the name of the retailer and the date of purchase.
The customer is responsible for and must prepay all return shipping charges and will assume all risk of loss or damage to product while in transit to us. For this reason, we recommend shipping your watch back to us using a courier that can provide you with a tracking number and insurance in the event your package is lost.
Standard Warranty Coverage:
The warranty covers the following:
Standard Warranty Exclusions:
The warranty does not cover the following:
How do I submit a warranty claim for my item?
If you are experiencing an issue with your item and believe that it may be an issue covered by the warranty, please contact our support team at firstname.lastname@example.org with the details of what you are experiencing with your item.
Our support team will provide troubleshooting and assistance to see if we can resolve the issue with you (and prevent the need for you to ship your item to us for evaluation).
In the event that we are unable to resolve the issue via troubleshooting, our support agents will be able to provide you with a Return Authorization Number (RA#) along with instructions for sending your item to our United States return facility in Kenmore, WA for warranty service.
Our return policy allows for products purchased directly from store.cookoowatch.com and shipped to locations in the United States to be returned by you within 30 days from date of shipment.
Products must be returned in new, unopened condition with the original packaging, along with all accessories, components and product literature. Items received that have been opened are subject to a 10% restocking fee. Returns that are received damaged or missing any packaging, accessories, etc. may be subject to a restocking fee of up to 20%.
You will be refunded for the purchase price of your item(s) minus any restocking fees. The original shipping fees from your order are non-refundable.The customer is responsible for and must prepay all return shipping charges and will assume all risk of loss or damage to product while in transit to us. For this reason, we recommend shipping your item(s) back to us using a courier that can provide you with a tracking number and insurance in the event your package is lost.
Returns are generally processed within 10 days from the date that we receive your item(s) at our return facility.
Please allow 3-5 days after your return has been processed for the credit to be posted to your original payment method (in very rare instances, it may take up to 30 days for the credit to appear on your credit card billing statement).
While we are unable to issue a refund for any import duties or customs charges (as these fees are collected by your country’s government), you may be eligible to receive a refund of these fees from your local customs office. Contact your local customs office to determine if you may be eligible to have these fees refunded.
Are you having any difficulty using or setting up your item(s)? If so, please feel free to contact our support team at email@example.com and we would be happy to help get everything set up and working for you.
If you would still like to proceed with a return (and you are covered by our return policy above), please contact our support department at firstname.lastname@example.org to obtain a Return Authorization Number (RA#). Our agents will be able to provide you with an RA number along with instructions for returning your item to our United States return facility in Kenmore, WA.