FAQ

If you ordered with a registered account, sign in to My Orders to view your order. If you checked out as a guest, refer to your confirmation email and use Track My Order with your order number and billing email address.

Check your spam or junk folder and confirm which email address you used at checkout. If you still cannot find it, email [email protected] with the email address used for your purchase and your order number, if available.

Contact [email protected] as soon as possible with your order number and the requested change. Whether a change is possible depends on the order’s processing and shipping status; please wait for confirmation from support.

Email [email protected] with your order number so we can help you obtain the invoice.

Physical products ship from our warehouse in Guangzhou, Guangdong, China. Available shipping methods and costs are shown at checkout for your destination.

Our Shipping Policy lists handling within 48 hours, with standard delivery typically taking 7–21 days and express delivery typically taking 3–7 days. These are estimates: carrier handling, flight availability, customs and local delivery can affect arrival times. Check the product page for any preorder or availability notice.

Look for the shipping confirmation email with your tracking information, or visit Track My Order and enter your order number and billing email address.

A shipping label may be created before the carrier’s first scan. Check the latest tracking information and allow time for carrier updates. If delivery is beyond the estimated timeframe or tracking shows a problem, email [email protected] with your order number and tracking number.

Our Shipping Policy states that standard and express shipping exclude taxes. Check the taxes shown at checkout and the terms for your shipment; destination customs or carrier charges may apply. If you have a question about charges on a specific order, contact support with your order number.

For the MTools Android app, copy and submit the code in the app’s activation screen. For MTools BLE on Android or iOS, sign in with your MTools Tec account in the app and link your purchase order. Follow the instructions supplied with your activation product.

Device limits depend on the app and the activation product you purchased. Check your product’s current license information and activation instructions. If you are moving to another device or are unsure which license applies, contact support with your order number, app name and platform.

Check your order email, including spam or junk folders, and your account’s order or license information if you have an account. If the details are missing, email [email protected] with your order number and the email address used at checkout.

Send your order number, app name, app version, Android or iOS version, and a screenshot of the error to [email protected]. Avoid posting activation codes or account passwords in public comments.

Contact [email protected] promptly with your order number, product name, a description of the issue and clear photos or a short video. See our Return Policy for conditions and time limits.

Read the Return Policy and contact support before sending anything back. Wait for return authorization and the correct return address. Do not use the sender address printed on your parcel as a return address.

Start with the instructions on your product page and our tutorials. For help choosing compatible hardware or troubleshooting, contact support with the product model, app or firmware version, and details of what you are trying to do.