Ordering and Payment

What payment methods are accepted?

We accept major credit cards (Visa, MasterCard, American Express), PayPal.

 

How do I check the status of my order?

You can easily check the status of your order by logging into your account and viewing your order history. Alternatively, you can contact our customer service team for assistance.

 

How can I cancel my order?

If your order status is 'Unfulfilled' or 'Processing': Please contact customer service to cancel the order and receive a full refund.

If your order status is 'shipped'：We regret to inform you that the order can not be cancelled as it has already been prepared. Thank you for your understanding.

Shipping and Delivery

When will my order be shipped? When can I expect to receive my items？

Orders are typically processed and shipped within 7 to 25 days. Delivery times for exchanged products may vary based on your location.

 

Which areas are eligible for delivery?

We ship to most addresses within the United States. However, due to logistical constraints, there may be some areas we are currently unable to service, including Hawaii, Alaska, Puerto Rico, Guam, and APO/FPO addresses.

 

How can I track my order?

You can find the tracking number of your order by logging into your account and viewing your order history. You can use this tracking number to track your package on our website.

Returns and Refunds

How do I request a return or refund?

Please visit our Returns & Refunds for further details.

 

How long does it take to process a refund?

Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.

 

Who covers the return shipping costs?

The return shipping costs are covered by the customer.

 

Products and Services

How to reset the AI figure?

There is a power switch button located at the back of the AI figure, which can be used to restart it.

 

What should I do if the AI figure cannot connect to Wi-Fi?

Verify that the Wi-Fi password is entered correctly and ensure that the signal strength is good. If still unable to connect, try restarting both the router and the AI figure.
Ensure that the router is not using advanced security settings such as hidden SSID or MAC address filtering.

 

What should I do if the AI figure does not respond to voice commands?

Ensure that the AI figure is powered on, connected to Wi-Fi, and Bluetooth. Ensure the surrounding environment is quiet with clear voice input.
If there is still no response, please restart the AI figure.

 

Do products come with a warranty? How can I claim warranty?

While we're confident in the quality of our products, if any issues arise within one year, we're here to arrange your refund. Visit our Returns & Refunds for further details.

 

Is there a customer service team available to answer questions or provide assistance?

Yes, we have a dedicated customer service team available to assist you with any questions or concerns you may have. You can contact us via email customer-service@livelyai.shop.