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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Q: What is OURELA’s official warranty policy for smartwatches?
A: Watch hardware enjoys a 12-month limited warranty starting from shipping date. Software technical support lasts 24 months. Complimentary gifts are not covered. Warranty terms may adjust according to local regional laws.
Q: How can I place bulk orders as an authorized dealer?
A: You can order online directly, or Submit your demand list to our sales team sales@ourela.com to confirm SKU, MOQ, sell region and channels. Formal PI will be issued for every official bulk order.
Q: What is the standard lead time for bulk orders?
A: In-stock items ship within 3–7 working days. Mass production orders normally take 25–35 working days. Lead time will be reconfirmed on PI, and we will notify you promptly if delays occur.
Q: Can I order samples before bulk purchasing?
A: Sample orders are available for all dealers. Sample cost can be deducted from your first formal bulk order. Shipping fees shall be borne by the buyer. Please order samples directly on our online official website.
Q: Which logistics options are available and who covers freight cost?
A: We support sea freight, air freight and express delivery. Freight cost is buyer’s responsibility by default. We can offer recommended forwarders and provide complete customs clearance documents for shipments.
Q: How to handle defective goods after receiving shipment?
A: Report quality issues to us within 7 working days after cargo arrival, provide photos/serial numbers / videos for verification. We arrange replacement for valid warranty faults; non-qualified damage is excluded.
Q: Does OURELA provide marketing materials for dealers?
A: Yes. We supply official product pictures, videos, specification sheets and brochures. Authorized partners can obtain updated marketing resources regularly via our dealer channel.
Q: Can I apply for exclusive distribution rights in my region?
A: Exclusive agency is negotiable based on target annual sales volume, market coverage and channel layout. Submit your market plan to our team sales@ourela.com for internal evaluation and formal contract discussion.
Q: Will there be regular firmware updates for the watches?
A: We continuously release firmware upgrades to optimize GPS accuracy, outdoor sports functions and system stability. We will send update notifications to dealers for customer guidance.
Q: What should I do if end-users encounter GPS signal problems?
A: Guide users to calibrate satellite positioning under open outdoor environments. Avoid dense buildings or forests. If issues persist, collect watch serial number and contact our technical team support@ourela.com for troubleshooting.
