FAQ
Frequently asked questions
Straight answers to the questions we hear most. If yours isn't here, the contact form reaches us directly and we reply within one business day.
Setup and pairing
How do I set up a new device?
Almost every product pairs through the manufacturer's app: download it, create or sign in to an account, tap "add device" and follow the prompts. Keep the device close to your phone and router during pairing. The product page for each item names the app it uses.
The device won't pair. What should I check?
- Make sure your phone is connected to the 2.4 GHz band of your Wi-Fi (see below). This solves most pairing problems.
- Turn off your phone's mobile data and any VPN while pairing.
- Reset the device to factory settings (usually by holding a button for 5–10 seconds until the light blinks) and try again.
- Check that the app has permission to use Bluetooth and local network access.
Still stuck? Contact us with the product name and what you're seeing; we've probably set up that exact device.
Do I need a hub?
Wi-Fi devices (most plugs, cameras, bulbs and vacuums) connect straight to your router. Zigbee, Thread and some Z-Wave devices need a compatible hub or a smart speaker that includes one. Each product page says which is the case.
Compatibility
2.4 GHz vs 5 GHz Wi-Fi: why does it matter?
Most smart home devices only connect to 2.4 GHz Wi-Fi, because it reaches farther through walls and uses less power. If your router combines both bands under one network name, your phone may be on 5 GHz during setup and the device can't follow it. Fix: temporarily disable 5 GHz in your router settings, or move far enough from the router that your phone drops to 2.4 GHz, then pair. Devices that support 5 GHz are marked on their product page.
Does it work with Alexa, Google Home or Apple Home?
Every product page lists the ecosystems the manufacturer supports. As a rule: Alexa and Google Home support is common; Apple Home support is rarer and only appears where the manufacturer has certified it. When a listing says "works with", it means native support, not a workaround.
What is Matter?
Matter is a shared smart home standard backed by Apple, Google, Amazon and Samsung. A Matter device can be added to any of those platforms, often to more than one at once, without the manufacturer's app in the middle. Where a product supports Matter, we say so; it's the safest choice if you're not sure which ecosystem you'll settle on.
Will it work in Canada and the United States?
Yes. Products we ship are sold with North American plugs and voltage (120 V) and operate on the Wi-Fi bands used here. Where a product needs a regional app or server, we ship the North American version.
Warranty
What does the 2-year warranty cover?
Defects in materials and workmanship for two years from delivery, on every product we sell. If something fails under normal use, we repair it, replace it, or refund it. It does not cover accidental damage, water exposure beyond the product's rating, misuse, modified firmware, or the normal ageing of rechargeable batteries. Full terms are in our Terms of Service.
How do I make a warranty claim?
Send us your order number and a description of the fault through the contact form. A photo or short video helps. We reply with next steps within one business day.
Returns
Can I return something if I change my mind?
Yes, within 30 days of delivery, as long as it's unused or in like-new condition, in its original packaging with all accessories, and reset and unlinked from your account. You cover return shipping in that case. Full details in our Refund Policy.
What if it arrives defective or damaged?
Tell us within 7 days of delivery. We send a prepaid return label and a replacement or full refund, your choice. You never pay to return something that was our fault.
Is anything non-returnable?
Opened wearables that sit against the skin (earbuds, rings, bands) for hygiene reasons, and anything marked final sale. Defective items are always covered.
Shipping
How long does delivery take?
Orders are processed in 1–3 business days and usually arrive within 7–15 business days in Canada and the United States. Larger items like robot vacuums can take up to 20. Every order ships with tracking. See our Shipping Policy for the details.
How much is shipping?
Free on orders of $80 USD or more; shipping on smaller orders is calculated at checkout.
My order came in more than one package. Is that normal?
Yes. Items may ship from different warehouses and arrive on different days. You get a tracking number for each package and pay shipping once.
Do you ship outside Canada and the United States?
Not at the moment.
Batteries and power
How is battery life measured?
We list the runtime we'd expect in typical use, which is usually more conservative than the manufacturer's maximum. Battery life depends on settings: motion sensitivity, video resolution, how often a sensor reports, and how far it sits from the router.
Are batteries included?
Rechargeable devices ship with their battery and a charging cable. Devices that take standard replaceable cells (AA, AAA, CR2032) usually include a first set; the product page says if they don't.
Can I use a different charger?
Use the supplied charger or a certified USB charger that matches the product's rated input. Fast chargers well above the rated wattage can shorten battery life and aren't covered by the warranty.
Orders and account
Can I change or cancel my order?
Contact us as soon as possible. We can change an address or cancel an order until it ships, usually within 1–3 business days of ordering. After that, it's handled as a return.
Which currency do you charge in?
Prices are in US dollars. Your bank converts at its own rate for Canadian cards.