Frequently Asked Questions
1. Shipping & Delivery
Q: How long will it take to receive my order? A: Orders are typically processed within 1–2 business days. Estimated delivery times are:
- United States: 3–7 business days
- European Union: 4–8 business days
- Rest of the World: 7–14 business days
Delivery times may vary depending on your location and local customs processing.
Q: Do I need to pay extra customs duties or taxes? A: For most orders, the total price at checkout is the final amount you pay. However, in some countries, local customs may charge additional duties or taxes upon arrival. These fees, if any, are the responsibility of the recipient.
Q: How can I track my shipment? A: Once your order has shipped, you will automatically receive a confirmation email with a tracking number and link so you can follow your package in real time.
2. Returns & Refunds
Q: What is your return policy? A: We offer a 30-day return policy. If you are not completely satisfied with your purchase, you may return the item in its original condition and packaging within 30 days of delivery for a refund.
Q: How do I initiate a return or replacement? A: Please contact our customer support team at support@marsyushop.com with your Order ID and the reason for the return. We will provide you with return instructions within 1–2 business days. Please do not send items back without prior confirmation.
Q: When will I receive my refund? A: Once we receive and inspect the returned item and confirm it meets our return conditions, we will process your refund within 7–10 business days to the original payment method.
3. Product & Health Functionality
Q: Is the ECG and health tracking data accurate? A: Marsyu devices feature advanced PPG and ECG optical sensors designed to monitor real-time heart rate, sleep metrics, and daily physical wellness. Note: Marsyu products are designed for personal fitness and daily wellness tracking. They are not intended for medical diagnostic or clinical use.
Q: Are Marsyu smartwatches compatible with my phone? A: Yes. Our devices connect via Bluetooth and are fully compatible with both iOS (iPhone) and Android smartphones using our companion mobile app.
Q: Is the smartwatch waterproof? A: Marsyu smartwatches feature an IP68 waterproof rating, making them suitable for daily use, rain, handwashing, and sweat during workouts. We recommend avoiding hot showers, saunas, or saltwater diving.
4. Support & Orders
Q: What payment methods do you accept? A: We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover) and secure one-click checkout via PayPal, Apple Pay, and Google Pay.
Q: Need additional assistance? A: We are always here to help! Contact our support team at support@marsyushop.com and we will respond within 24 business hours.