Frequently Asked Questions

  • How do I request warranty?

    Thank you for purchasing Wotofo products. Please carefully follow our warranty process to minimize any delays:
    1. Describe the problem with your item in detail: What happened? When? How?
    2. Please provide the security code of the product.
    3. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

    NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above. Contact Email: support@wotofo.com.
     
  • My tank leaks. How do I fix it?

    1. Do not overfill the device.
    2. Check if the sealing ring is broken. If so, change to another sealing ring if you have another one.
    3. If you open the top filling cap without closing the bottom air inflow holes, you may cause a juice leakage. So please close the bottom air inflow holes before you open the top cap and refill, then put back the top cap and turn the tank upside down for 10 seconds. Now open the air inflow holes and you are good to go!
     
  • What should I do when the indicator light on my AT-7 Box Mod won’t go off and nothing happens when I press the button?

    You can open the box mod and find the yellow component in the picture below. Use any conductor, tweezers for example, to connect and short circuit the two ends of the shown yellow component. Then restart the device and it should be OK.
     
                                         

  • How do I get the tracking number for my order?

    After receiving payment, it will take us 1-2 business days to process your purchase. Once we have shipped it out, we'll send you an email notification of your order status. Click the “View your order” button in the email you received and you’ll be redirected to a page where the latest order status and your tracking number should be shown.

                                                                 view order


    tracking number

  • How do I track my order and when should I expect it to arrive?

    After you get your tracking number with the above stated method, you can go to www.17track.net to track your order. Normally, delivery takes 15 working days, but during a peak shipping period, like holiday seasons, deliveries would be delayed. Please kindly understand.

  • What should I do if I didn’t receive my order after a really long time?

    If this happens, you should report to us. We will check the delivery info and rearrange a shipment if the package is lost. Please be patient, because we assure that the product you ordered would be delivered nice and safe.

  • How do I request a refund or make a return?

    1. Any used accessories may not be refunded or returned.
    2. Normally, we ship your orders within 12 hours from receiving the payment of the orders, so at any time before your order is shipped and you want a cancellation of your order, we will refund all the money, excluding the transaction fees caused.
    3. In case your order is shipped before you want a cancellation, please wait until the package is returned completely and safely to Wotofo, then we will refund you your money deducting all the transaction fees, shipping costs or any other fees caused during the process.
    4. If there is any fault caused by Wotofo, we will give a full refund.
    5. Our default shipping method is E-POST, which is common to take 15-20 working days for delivery. Please consider this factor as you order. During the said 20-day delivery time, under normal condition, the package is seen as in standard shipment, not lost or errored. Please understand.
    We will optimize our shipping to provide a faster delivery later!
     
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