Frequently Asked Questions

My package has not arrived, is this normal?
Typically from purchase date to delivery it takes 3-7 days via USPS depending on location. We offer Guaranteed Delivery.

I wish to cancel my order, is it possible?
You have 24 hours from the moment your order was made. Send us an e-mail and we will cancel and refund the order less S&H.

How do I know if my order is being delivered or not?
Click on the “follow-up order” tab and enter your order number and e-mail address used when ordering. You will be able to see the status of your package.

My item is damaged, can I get a refund?
If the item arrives broken, send it back and we will issue a refund.

I am not satisfied with my order, can I be reimbursed?
Please contact us within 7 days from receiving the product. All you have to do is return the item and we will refund it less S&H. The costs to return the product are at your own expense. To be eligible for a return and fill refund, your item must be in the same condition that you received it. It must also be in the original packaging.

How long does it take to receive my refund?
Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 – 10 business days. If for some reason your return arrives in unacceptable condition, we will notify you by email that your return was rejected.

I still have not received my refund?
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@hearculus.com

How do I contact you?
Please email us at: support@hearculus.com and call us at: 1-800-311-1794 (For a quick response, please contact us by e-mail)

Can I trust you?
Absolutely, we accept payments via Visa, Mastercard, American Express and Paypal. Our online shop is constantly monitored, so we would not be able to continue our services if we had a high rate of dissatisfied customers.

How to change the time zone of the tracker to a military time zone and vice-versa. (From 24hours to 12hours)?
After the link between the bracelet and the APP is successful, select "Device Settings" on the "Device" interface in the APP and adjust it to the 12-hour system.

How to stop the watch from monitoring my sleep?
The bracelet can monitor the sleep state at night, and the monitoring time is from 8 p.m. to 11 a.m. the next day. At present, the sleep state is monitored through the combination of the heart rate sensor and the acceleration sensor. The monitored sleep state is related to the activity and the change of the heart rate during the night sleep. If not required： （1）After the link between the bracelet and the APP is successful, select "System Settings" on the "Device" interface in the APP to turn off automatic measurement. （2）You may not wear a bracelet during this period;

How to activate the sleeping mode?
After the link between the bracelet and the APP is successful, select "System Settings" on the "Device" interface in the APP to start automatic measurement. And wear bracelets during night monitoring.

How to change the running from kilometers to miles?
After the bracelet is successfully linked to the APP, select "System Settings" in the "My" interface of the APP to adjust the English/metric units.

For the deep sleep count, some customers are asking ' what does the spaces between the different colors mean, what do they represent ?
There are three colors in the sleep interface in the app, dark purple represents deep sleep, light purple represents light sleep, and yellow represents awake state. It is monitored through the combination of heart rate sensor and acceleration sensor. The monitored sleep state is related to whether the activity during sleep at night and the change of heart rate.

Many customers complain that the name doesn't mostly show on the phone for pairing the device. How do we fix this?
APP needs to obtain the permission of the mobile phone address list, and needs to open the permission.

Blood pressure not accurate most of the times. What would be the work around?
Everyone's blood pressure is dynamic, and there are many interfering factors in the blood pressure measurement，such as: (1) Measure the choice of posture and arm lifting and lowering; （2）The measurement time is different. It is best to measure after getting up in the morning or in the afternoon; （3）Whether or not you have just taken off your clothes and rolled up your sleeves will change; （4）Smoking and drinking less; Hold your urine and go to the toilet; Eat less; Whether the mind is peaceful or not; （5）Activities, hot drinks, bathing, etc； These are the correct methods that will be required before going to the hospital to measure blood pressure. So try to avoid all interfering factors when measuring blood pressure. Therefore, blood pressure should be measured in a quiet state when the mood is stable. If there is any activity, you should take a quiet rest for 30 minutes. The bracelet should be worn at a distance of about two fingers from the wrist, with moderate tightness and cannot slide. The arm cannot be affected External pressure.

Customers always inquire about how to change the brightness setting of the watch?
The comprehensive power consumption battery (endurance) is adjusted, and this bracelet has a fixed brightness.

Is it possible to pair 1 watch with 2 phones?
A bracelet can only be connected to one mobile phone APP at the same time, and can be connected to other mobile phones after disconnection.