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FAQs

Device

Just press and hold the front Owl Button for about 15 seconds and release it. You should see the blinking blue light indicating your device is in setup mode. You can now go ahead and setup your device using Owl Home mobile app.

If you're still having trouble reach out to our customer support team and we will help you get it resolved.

Just press and hold the front Owl button for 5+ seconds and release it to test the alarm.

Ensure your device battery is charged, connected to power and the power switch in the back of the device in the ON position(towards the right).

Press the front Owl button once. You should see a White light followed by either a green light, blue light or an orange light.

Green light indicates that your device is connected operating normally.

Blue light indicates that your device is in setup mode and needs to be setup using Owl Home mobile app.

Orange light or a chirp indicates that your device has low battery power. Please ensure that your device is receiving power via the connected wire.

You could also try diagnosing with the Owl Home mobile app. 

If the above steps don't help, reach out to us via [email protected] and our team member will be able to help you bring it back online.

Here are what the LED colours indicate on the device:

  • Green
    • Successful connection or firmware update successful
  • Blue
    • Blinking
      • Device is in setup mode
    • Once
      • Device is updating
  • Orange
    • Low battery or device is faulty
  • Red
    • Connection failure or error

You can install your Owl Wired with the following steps:

  • Remove your old ceiling mounting bracket
  • Install Owl Wired mounting bracket provided in the box using provided 2 screws
  • Replace the old 3 wire cable with the Owl Wired 3 wire cable provided in the box
  • Insert the 2 wire adaptor into the back of Owl Wired
  • Install your device on the mounting bracket

You can now go ahead and setup your device using Owl Home mobile or Apple Home app by scanning the QR code in the back of your device.

Mobile App

Sorry about that. Please make you have entered the correct phone number with the country code and the + (if it's not there already) and password to login. 

If you're still having trouble reach out to our support team at [email protected] and one of our team member will be able to help you resolve the issue.

Sorry to hear about this issue. Please ensure that your phone number is not already registered by signing in with and ensure that you had entered your phone number correctly with the country code. If the problem persists, reach out to us via [email protected] for further assistance with signing up.

Ensure that you have enabled push notifications for Owl Home app in your phone's settings. If that doesn't work, try the following steps:

  • Logout of the app
  • Delete the app
  • Reinstall the app
  • Relogin to the app and allow notification permissions.

You should start receiving notifications for the following:

  • Device events such as smoke, carbon monoxide, motion, sound
  • Device alarm notifications
  • Device offline & low battery notifications
  • Message notifications

If you're still unable to receive notifications, reach out to us via [email protected] for further assistance.

Orders

US & Canada Orders

We do our best to provide you with easy return and we handle returns on a case-by-case basis with the ultimate goal of making our customers happy and satisfied.

Please contact us within 30 days of your order purchase date, so we can authorize your return. Item should be in original package and in new condition to receive a full refund. Outbound shipping we paid but offered at no cost to you is not refundable and may be deducted from payment if there's nothing wrong with the item(s).  

We also offer store credit for any returns after 30 days and must return no later than 90 days from your order purchase date.  

Return and exchange items should be in new condition with all hardware that included with the item and must include original packing material.

If the item is clearly used or missing any parts, it can void the return eligibility or a 20% re-stocking fee may deduct from the refund amount. Please contact us first so we can better understand your case. Our goal is to deal with each return case fairly and reasonably. We long believed that to value each of our customers to receive your loyalty in shopping with us again in the future.

All refunds may take up to 10 business days to complete after return item received.

For return / refund status, please contact us with return tracking info. [email protected]

International Orders 

We are happy to accept your return. Please contact us first to receive instruction. Refusing the package to sender may result lost / high return shipping cost that will deduct from your refund amount. International return shipping is responsible by buyers. All other return policy remain the same as above.

We do our best to respond within 24-48 business hours.
[email protected]

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.


Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Yes, we offer refunds and exchanges within 60 days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact.


For returns or exchanges, please contact our customer support at [email protected]. Refunds will be processed to the original payment method within 10 business days of receiving the returned item.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the Discount Code field.

• Click Apply to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Orders can be canceled within 2 hours.

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Lost packages

At Owl Home, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.


Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 8 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 10 days business days for the refund to reflect in your account.

Returns must be initiated within 60 days of receiving your order. Items must be unused and in the original packaging.


Return by mail

Reach out to our customer support team at [email protected] to initiate the return process with your order number and details about the item you wish to return. Print the shipping label and drop off your return at a nearby post office.

Note: There is a $15 shipping charge per order.


Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Shipping

Yes, we do ship worldwide.

Please note that international shipments can take 20 - 30 days.

If you have been waiting for more than 40 days  to receive your order, please get in touch with our team to investigate the issue.

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please email our team at [email protected] with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

We offer fast and free shipping for orders over $350 within the contiguous United States (does not include Hawaii, Alaska, or US territories) and Canada.

Delivery times vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within 4-7 business days.

• Express Delivery: Typically arrives within 2-6 business days.

• International Delivery: Typically arrives within 10-20 business days.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.


Click on the tracking number link or enter the tracking number into our tracking page.


Tracking information may not be immediately available after your order is placed. It can take up to few hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Delivery service

We employ the services of trusted carriers including USPS, UPS, FedEx or Canada Post to ensure your package arrives at your destination safely and securely. All you need is to provide us with the correct street address and contact details when checkout.

If you want to modify the shipping address or products, please contact our customer service within 2 hours after placing the order.

Shipments cannot be rerouted once a package has been shipped. 


Shipping time

Order processing time can take between 1-2 business days.

Package shipping time can take between 3-8 business days.

We are not responsible for the deviation of estimated transportation time caused by logistics carriers and natural disasters.


Shipping support

Our site is always available whenever you want to upgrade your ride. That means your orders can be placed 24/7. However, if delayed delivery or out of stock, we will contact you. Our passionate customer support team is happy to help with any questions or concerns. Please contact customer support at [email protected]

Yes, we do offer expedited shipping for domestic orders only for $19.

Please keep in mind that the order processing can take up to 2 hours.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.

US: We offer free standard shipping on orders over $350. We also offer expedited shipping starting at $19.

Canadian Shipping: We offer free standard shipping to Canada on orders over $350 USD, which can vary based on the exchange rate.  

UK & EU: Free shipping is available for UK and EU for orders over €300. For orders under that amount, fees are calculated at checkout.

International Shipping: International shipping cost varies based on your country.

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