Can't find your answer here? Email us at benas.andas@gmail.com. We reply within 24 hours, Monday to Friday.
Orders and shipping
When will I receive my order?
Orders are processed within 1–3 business days. Your orb ships from our supplier in China, and standard delivery takes about 12–18 business days from dispatch.
Will it arrive before Christmas?
To receive your order before December 24, please order by November 20. Orders placed after that date may not arrive in time for the holidays.
How can I track my order?
Every order is shipped with tracking. You will receive a tracking number by email once your order ships, and you can also check it on our Track My Order page. Tracking can take a few days to show the first update.
Will I have to pay customs fees?
Depending on your country, import duties or taxes may apply on arrival, as described in our Shipping Policy. If you are asked to pay a customs charge, please contact us before paying so we can help.
My order hasn't arrived. What should I do?
First check the tracking link in your shipping email and ask your local post office, as parcels are sometimes held for collection. If it still hasn't arrived more than 10 business days after the estimated delivery window, contact us with your order number.
Using the orb
How do I put my own videos and photos on the orb?
Connect the orb to a Mac or Windows computer with the included USB cable and copy your files onto it. If your videos are on your phone, move them to your computer first.
Which file formats does it support?
MP4 for videos, JPG for photos and MP3 for music. Files in other formats will not be recognized, so convert them first.
How much can it hold?
The orb has 4GB of storage, enough for many short home videos and photos.
How long does the battery last?
About 2–4 hours of playback per charge. Charge it only with the included cable and a standard USB power source, and don't leave it charging unattended or overnight.
Can I hang it on the Christmas tree?
Yes, it comes with a lanyard for hanging or carrying. Keep it out of direct sunlight, as a glass sphere can focus sunlight and heat nearby surfaces.
Is it suitable for children?
No. The orb is not a toy. It contains glass, a battery, a cable and a lanyard, so keep it away from babies and young children.
Returns and refunds
Can I return the orb if I change my mind?
Yes, within 14 days of delivery. The item must be unused and in its original packaging with all accessories. Please contact us before sending anything back, and we will give you the return address. Return shipping for change-of-mind returns is paid by the customer. Full details are in our Refund Policy.
My orb arrived damaged or doesn't work. What now?
Contact us within 7 days of delivery with your order number and photos (or a short video) of the problem and the packaging. We will arrange a replacement or a full refund at no cost to you, usually without you needing to send it back.
How long do refunds take?
Approved refunds are sent to your original payment method within 14 days. Your bank may take a few extra days to show the money.
Payment
Which payment methods do you accept?
Credit and debit cards, PayPal, Shop Pay, Apple Pay and Google Pay. Payments are processed securely, and we never see your full card details.