FAQ
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ORDERING
Can I change my order?
You can always change your order before you checkout - just go to the shopping bag and you can add or remove items.
If you have already checked out, please go to www.myair0.com/pages/contact to leave us info and we'll do our best to change your order before it is shipped.
I cannot check out and remained in my cart page?
It could be possible that this is a local issue. We suggest you try in a incognito mode and try some local troubleshooting.
- Clear the cache and cookies
- Try on another web browser, AND try within the browser's incognito mode.
- Ensure the web browser is up to date on the latest version
- Try another device, such as another computer or a cellphone.
- Try on the Shopify Mobile app.
- Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
- Ensure there are no pop ups being blocked in the web browser.
- Make sure you do not have any firewalls, VPNs
If you still can't proceed to checkout, please go to www.myair0.com/pages/contact to leave us info and we'll do our best to troubleshoot as soon as possible.
I want to cancel my order but it has already been processed?
Unfortunately we are unable to cancel your order once it has been processed.
Why have I not received an order confirmation by email?
Sometimes our emails take a couple of minutes to be sent or sometimes they land in the SPAM folder.
Please check all of your email folders again in 30 minutes - if you still haven't received your confirmation, please go to www.myair0.com/pages/contact to leave us info, and we'll be happy to confirm your order and resend the confirmation email.
We apologize for the inconvenience!
My address is written incorrectly in the order confirmation - what can I do?
Please go to www.myair0.com/pages/contact to leave us info,we will solve your problem in 24 hours.
Can I stack promo codes?
Sorry, the coupon code is only available for one in the ordering.
SHIPPING
Which countries and region do you ship to?
Now we provide the shipment for the countries and regions below:
American: United States, Canada, Mexico
Europe: France, Germany, Italy, Netherland, Portugal, Spain, United Kingdom
Asia: Hong Kong, Macao, Malaysia, Philippines, Singapore, Thailand, Vietnam
Oceania: Australia, New Zealand
Please note that additional taxes may be applied by your local government or carrier upon delivery.
How long does it take for my order to be processed and sent?
Once your payment has been verified, we will proceed to process and ship your order within two business day.
How long does shipping take?
US Standard Shipping: Expect delivery within 14-31 business days （Due to the special situation of US customs). However, due to the current global situation, there may be some delays. We assure you that your order will be delivered.
Global Standard Shipping: Delivery times range from 12-21 business days. Please note, deliveries to certain countries in the Middle East, Southeast Asia, and Latin America may extend to 15-30 business days.
For Hong Kong and Macao, deliveries will be made within 5 business days.
My order has already been shipped, but I need change my address - how can I do this?
Alterations cannot be made to an order once it has been shipped. If your order has not yet been shipped, please visitwww.myair0.com/pages/contact to submit any changes to your address or other shipping preferences.
The tracking states that my package has been delivered, but I have not received anything yet. What can I do?
We suggest contacting your carrier first to check the status of your package. It might have been left with a neighbor or in another secure location.
If the carrier's customer service is unable to assist you, please visit www.myair0.com/pages/contact to provide us with details, and we will initiate a missing package investigation.
Do I need to pay for the tax?
Import duties may apply in some countries, and the buyer or recipient is responsible for any taxes and duties incurred. Our products are available globally, but we cannot ensure they meet the import regulations of all countries. If uncertain, we recommend checking with your local customs office before placing an order.
Why have I only received part of my order?
Items may be shipped separately, and additional tracking number(s) might not appear on the order page. Please allow 2-3 days for delivery. If the package has not arrived by then, contact us at www.myair0.com/pages/contact.
Can I change my address?
If a shipping address change is requested after an order has been placed, or if the shipping address provided at the time of purchase is incorrect, the customer assumes full responsibility for any issues that may arise. This includes, but is not limited to, failed deliveries, loss of the package, or other delivery problems resulting from the address change or incorrect address. The company will not be liable for compensation or replacement in such cases.
PAYMENT & REFUND
Do you refund original shipping cost?
We are sorry that we do not offer refunds on shipping costs.
Can I get an invoice?
An order summary will be provided when you check out and via email.
What is your return policy?
Please refer to our return policy.
I have received the wrong product - what do I do?
If you've received an incorrect order, we're truly sorry. Please refer to our return policy and contact us at www.myair0.com/pages/contact for further instructions.
When will I receive my refund?
Processing a refund usually takes up to 7 - 10 business days after we have received the returned item(s). If you have any problem, please go to www.myair0.com/pages/contact to leave us info.
Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?
To ensure every customer receives a complete and defect-free product, returned items must be in a resellable condition. Unfortunately, products without their original packaging cannot be accepted for return.
ORIMOUSE Q & A
Can we set the resolutions of the optical sensor?
We are sorry that the resolution of the optical sensor on OriMouse cannot be set. However, OriMouse provided high resolution at 4000DPI to give the best experience for the users.
Is there any centre scroll wheel on OriMouse?
OriMouse does not have scroll wheel. However, OriMouse is with centre scroll sensor touch virtual scroll. It gives the user the new experience on scrolling.
Does the scroll pad feel very different from a tranditional scroll wheel?
Yes, it's a different experience - more like switching from an old button phone to a touch screen smartphone. OriMouse uses a silent, touch-sensitive scroll pad instead of a mechanical wheel. Once you get the feel for swiping, it becomes smooth, modern, and intuitive.
You can watch the demo here:
Where is the centre button on OriMouse?
The centre button of the OriMouse is a touch sensing button. To activate the centre button function on OriMouse, simply press and hold the "3 stripes" in the centre for 1 second. The touch-sensitive area replaces a traditional centre button, offering the same functionality.
When it's folded up, does it collapse easily?
No, it stays firmly in place. OriMouse uses an internal structure and magnetic design to hold its folded shape securely during use. When it first arrives, the vegan leather is still fresh and may need a bit of time to form its natural folding shape. After a few uses, it becomes as easy and stable to fold as shown in our promotional videos.
You can watch the demo here:
How do I charge OriMouse?
OriMouse should be charged using a USB-A to USB-C cable. While some USB-C to USB-C cables might work, they may not always trigger the charging indicator. For best results, we recommend using a USB-A to USB-C connection with a standard 5V USB charger or your computer’s USB port.
You can watch the demo here:
How to clean up OriMouse?
To clean, wipe the outer surface with a soft, lint-free cloth.