Smart Remote FAQ

General

What is included with Smart Remote?

Smart Remote comes with one Smart Remote, one Charging Base and power adapter, and three (3) Room Sensors (AA batteries included). You will also need to download the free Smart Remote app available for iOS and Android devices.

How do you setup and install Smart Remote?

To setup and install Smart Remote, you will need to connect Smart Remote to your Wi-Fi network, use the Smart Remote app to add your devices, install three Room Sensors on your walls via damage-free removable adhesive, and then use Smart Remote to set the location of each device you want to control.

How do Room Sensors need to be installed?

Here are the Room Sensor installation requirements: 1) Place each Room Sensor in direct line of sight with the Charging Base and the other Room Sensors. 2) Place each Room Sensor at least 6 feet (2m) above the floor. They can be placed at different heights. 3) Place each Room Sensor on a different vertical wall in the same room. 4) Place Room Sensors as far apart from each other as possible, but not more than 50 feet (15m) from one another.

How does Smart Remote know which device I am pointing at?

Smart Remote is the world’s first consumer electronic product that combines an indoor positioning system and motion tracking sensors. Each kit includes three Room Sensors that work together with the Charging Base to create a 3D map of your room. When you add a device, you have the option to tell the system where each device is physically located. You simply hold Smart Remote directly in front of a device and press locate. We then use the position and orientation information from sensors in Smart Remote to determine where it is pointing and what it is pointing at.

How does Smart Remote control devices that are located next to each other?

When you point Smart Remote at a cluster of devices, a carousel will appear at the top of Smart Remote that allows you to swipe to select which device you want to control. You can also create Scenes using the Smart Remote app to control multiple devices with a single button (e.g. turn on your TV, streaming media player, and A/V receiver and select the right input).

Compatible Devices

What types of devices can Smart Remote control?

Smart Remote is compatible with over 650,000 devices via Wi-Fi, Bluetooth, and Infrared. If you’d like to checked if your device is compatible you can search for compatible devices on our compatibility page.

Payment & Shipping

When will my pre-order ship?

Smart Remote ships to all 50 states within the US.

We cannot deliver to

Freight Forwarders, Hotels, PO Boxes, or Armed Services APO/FPO/DPO. Smart Remote is shipped Monday through Friday, excluding public holidays. Packages are delivered via UPS unless otherwise noted.

Note: International Shipping is unavailable at this time.

Payment Methods

We accept:
-Mastercard
-Am-Ex
-Discover Card
-Paypal
-Apple Pay

Pay Using Affirm

Sevenhugs now offers financing with Affirm. Select Affirm at checkout and choose a 3, 6, or 12 month payment period.

How long will it take for my package to arrive?

– Monitor Via Email: After you have placed an order, we’ll send you a confirmation via email. You’ll receive a separate email confirming that your order has been shipped, including your tracking number and delivery service information.

– Time of Order Placement: If you place your order before 12:00 PM Pacific Time and your payment is confirmed, we’ll ship your order the same business day. Orders placed after 12:00 PM Pacific Time will be shipped the next business day.

– Things to Know: If your order is subject to review due to suspicion of fraud, it may be delayed or cancelled entirely. Some packages may require a signature at the time of delivery. Confirm this by tracking your order and verifying the required steps to receive your package. Signing for your package prevents its loss or theft, so ensure that you are free on the delivery date provided.

How much does Shipping Cost?

– Ground Shipping: Sevenhugs offers free ground shipping on all orders
– Expedited Shipping: For faster delivery, you can elect to pay for expedited shipping.

Order

How do I check the status of my order?

To track your order, use the tracking number provided in your shipping confirmation email or contact support@sevenhugs.com for any issues you may encounter.

How do I cancel my order?

Reach out to us at support@sevenhugs.com.

How do I change my order?

Unfortunately, we’re unable to cancel orders once they’ve been processed. This is because we send all new orders to our warehouse to be packed for shipping as soon as possible and we cannot cancel an order between the times of order placement and delivery. If you have an issue with your order or wish to cancel, please contact support at support@sevenhugs.com.

Returns & Refunds

I want to return my order, what do I do?

See our return policy here.
– Returns are only processed for products purchased directly from the Sevenhugs website within the last 30 days
– Product must be returned in the original packaging in new or as-new condition

What to fill out:
Contact our Support Team by filling out the Return Merchandise Authorization (RMA) form here.

Instructions:
– Use the Sevenhugs shipping label and save a copy with your tracking number: You will receive an email confirming the RMA number and a prepaid return shipping label. Follow the shipping instructions provided on the label to send the product(s) back to Sevenhugs.
– Sevenhugs must receive the returned item within 14 calendar days after the RMA number has been issued, and must match the serial number specified in the RMA.
– Make sure you pack the product in safe packaging. All contents (brochures and wires) need to be included and the product must be returned in its original Sevenhugs packaging.
– Expect to see a credit in your account within 15-20 working days. The credit will be issued in the same manner as your original purchase payment.
– We are unable to process returned products sent using an alternate carrier or shipping label. Please ensure that all previous shipping labels or other markings have been removed or are covered completely prior to applying the provided return shipping label.

I used Affirm to purchase my Smart Remote

A refund on an Affirm order is identical to a credit card refund. It may be processed directly through Sevenhugs or via the Affirm dashboard. For a partial refund, Affirm will first credit the final monthly bill of your loan. If the refund amount is higher than the final monthly bill amount, Affirm will apply the remainder of the refund to the preceding month, and so on. All other payment amounts will not change from the original terms.

Outside of the return window policy

We do not accept returns outside of our 30-day return policy. If you purchased from one of our retail partners, you must contact them directly.
If you want to exchange or return your product under the Sevenhugs Warranty policy, you must contact support (support@sevenhugs.com) to initiate a refund, repair, or replacement. If we determine that the problem is not covered under the Sevenhugs Warranty, we will notify you and inform you of service or replacement alternatives that are available to you for an additional fee.

How long is the warranty and what does it cover?

See our warranty policy here.

How and when will I be refunded?

See policy here.

I didn’t purchase Smart Remote from your website

If you purchased a Smart Remote from Kickstarter, Indiegogo, or any other third party retailer, you are subject to their policy and terms.

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