Frequently asked questions
Please check this FAQ first before contacting us.
Hot Topics
- My account
- Ordering
- Fall Guard Products
My account
1. WHow do I create an account?
To create an account, go to our website and click on the "Create Account" button in the top right corner. Enter the required details, such as your first name, last name, email address, and password, to complete your registration.
2. I forgot my password, what should I do?
If you’ve forgotten your password, click on the "Forgot Password" link on the login page. Enter your registered email address to receive instructions on how to reset your password.
3. How can I update my account details?
After logging in, go to your user profile to update your personal details, shipping address, and payment methods.
4. How can I delete my account?
To delete your account, please contact our customer service team. We will assist you in removing your account and ensuring your data is securely deleted.
5. How can I benefit from membership advantages?
By becoming a member, you will have access to exclusive discounts, faster checkout, order tracking, and more. Simply create an account to start enjoying these benefits.
6. I am experiencing security issues with my account, what should I do?
If you experience any security issues with your account, please contact our customer service team immediately. Your security is our priority, and we will resolve any issues as quickly as possible.
7. Can I shop without creating an account?
Yes, you can shop without creating an account. However, creating an account allows you to track your orders, view your purchase history, and enjoy faster checkout for future orders.
8. What are the benefits of having an account?
Yes, you can shop without creating an account. However, creating an account allows you to track your orders, view your purchase history, and enjoy faster checkout for future orders.
9. Is my personal information safe?
Yes, your personal information is safe with us. We use your data solely to process your orders and provide you with the best possible service. Please refer to our [Privacy Policy] for more information on how we protect your data.
10. Is there a fee to create an account?
No, creating an account is completely free. There is no cost associated with signing up, and you can enjoy all the membership benefits without any charges.
Ordering
1. How do I place an order?
To place an order, browse our website, add the items you wish to purchase to your cart, and then proceed to checkout. Follow the steps to enter your shipping details and payment information to complete your order.
2. Can I change or cancel my order after placing it?
Once your order has been processed, we are unable to make changes or cancel it. However, if you need to modify your order, please contact us as soon as possible, and we will do our best to assist you.
3. How will I know my order has been confirmed?
After you complete your purchase,
4. Can I track my order?
Yes, you can track your order once it has been dispatched. We will send you a tracking number via email, which you can use to check the status of your delivery.
5. Do you offer same-day shipping?
We offer fast shipping options, but same-day shipping is not guaranteed. Orders placed before 2 PM (GMT) will be processed on the same day; however, please check our delivery policy for more details on estimated delivery times.
6. What should I do if I received the wrong product or a damaged item?
If you receive the wrong product or if your item is damaged, please contact our customer service team immediately. We will resolve the issue by offering a replacement or refund, depending on the situation.
7. Can I order products as a guest?
Yes, you can place an order as a guest without creating an account. However, creating an account allows you to track your orders, save shipping information, and receive personalized updates.
8. Are the prices on the website including VAT?
Yes, all prices displayed on our website include VAT unless stated otherwise.
9. How do I know if an item is in stock?
Product availability is listed on each item’s page. If an item is out of stock, you will see a notification that it is unavailable, and we will notify you once it’s back in stock if you choose to sign up for stock alerts.
10. Do you accept international orders?
Currently, we only ship within the United Kingdom. We do not accept international orders at this time.
Fall Guard
1. Is the device ready to use when I receive it?
Yes. You can use the device.They come with gas cylinders inside and fully charged. Please read our user guide carefully before using, follow the steps in the user guide to wear the device correctly and set the network operations.
2. Can I use the device for sport?
The algorithm is mainly designed for the seniors who are over 65 years old and have limited mobility problems.It's allowed for simple and not intense sports such as square dancing, jogging, walking, mountain climbing, etc. But it is not suitable for cycling, skiing and other intense sports.However,we will develop some protective products for sports in the future, please look forward to it.
3. Can I wear the device while sleeping?
Yes, but it may not feel comfortable. Our advice is to keep the device close to your bed and wear it when you wake up.
4.Can I use the device in the bathroom?
We strongly don't recommend to use the device while taking your bath. The device contains an electronic system inside that could be damaged by the water. Only the outside cover is washable.
5.Can I wear the device under my clothes?
No, we advice you to wear the device at the outside, so that it can easily deploy the airbags when a fall is detected.
6.Can I wash the device?
Yes but only the cover. You cannot wash the other part (which contains the electronic system). To remove it, please refer to the tutorial videos:
How to remove the outer cover?
7.Can I reuse the device after an inflation?
Yes. You can reuse your device even if the airbag has been triggered ! You just need to fold the airbag inside the device and change new gas cylinders. You can refer tothe user guide.
Reused the Belt:
8.Does the product can protect the hip bones?
Currently, the device is the best and direct solution to prevent hip fracture in the market. Our device absorbs 90% of the impact when the airbag is deployed, which is more effective than other traditional hip protectors.
9.Whether there is a risk of rebound after the airbag deployed and falls to the ground?
No,it won't.The airbag pressure of this product is the best value after precise calculation and numerous tests.It do its best to absorb 90% of the impact to avoid the risk of rebound and overbalance.We also do research according to different fall mode and human body shapes, so that the product can achieve the best protection and damping effect.
10.Is there a weight limit?
No.The device has five different sizes (S-XXL), users can choose according to the size chart（If you have any questions please contact customer service before purchasing）.One thing to note is that, if you are seriously overweight you will reduce the effectiveness of airbag protection.
11.Is there any other designs for the device cover?
While committed to protecting the seniors, we also attach great importance to senior's pursuit of beauty and fashion.Our designers will try to meet different aesthetic needs with more diversified designs. Please keep follow our trends.
12.Is there any age limit for users？
This device is mainly for seniors who have mobility problems and are over 65 years old.This device is designed to protect the hip and pelvis. If you have mobility problems,please consult our online customer service to choose the products.
13.How long can i use it after charging?
The battery is 5,000 milliamps. Except for sleeping time, it can work normally for 3-4 days with a single charge. When the display shows a red signal,it means that the battery is low, please recharge.
14.How long is the battery’s working life?
The battery can be charged and discharged for 500 cycles.One cycle means to fully charge the battery and to use it completely out of battery. When the battery reaches the life expectancy, you need to get a new original battery from the authorized dealer. We don’t suggest you to use other brand’s battery, as different suppliers’battery are of different parameters.
15.Can I wear this device to take buses, subways, high-speed trains or airplanes?
Yes, it is ok for taking the bus,subways and high-speed trains.However, if you need to take the plane, be aware that the IATA regulations for the carriage of dangerous goods,it is clearly specified that passengers are allowed to carry no more than two compressed cylinders built into the life jackets, and no more than two spare gas cylinders.Almost all airlines in our country are members of the association.However, due to the different degree of implementation of each airline, it is strongly recommended that you consult the appropriate airline before boarding, explain the use of this product and your requirements.The airport security department and the airline will ultimately decide whether to accept your equipment on board.
16.Is the device heavy?
The device weighs about 1.6-1.7kg(depends on different sizes). When wearing it on the body, the weight is acceptable. It is widely regarded as comfortable.
17.Does the product have a warranty period?
Yes, the device has a two-year warranty. If you find any abnormality in the product, please contact our customer service or the authorized dealer from where you buy the device.
18.Can I return if the size is not suitable?
If the size is not suitable, please contact with the authorized dealer from where you buy the device.
