I’m sorry that you’re having trouble with the product and we’d like to help you as quickly and efficiently as possible. We have a low return rate (under 1%) of products, and that’s because we build a great product and troubleshoot issues with our customers. Sometimes, it’s as simple as replacing a power cord. Please follow the troubleshooting steps below and let us know the outcome. We are happy to replace or refurbish the product for you if needed. If the power cord is all you need, the process is faster; and if the product is working properly, that’s an even better outcome. In order to properly and accurately process the return or replacement, please provide some basic information also requested below.
Troubleshooting:
- The first thing to rule out is the timer. Sometimes the on button needs to be held slightly longer than expected. Be sure to hold the button for 5 seconds or longer to make sure that’s not the cause of the issue.
- If only some diodes are lit on your product, please note that some diodes are not on the visible spectrum and can’t be seen by the human eye. This should be an alternating pattern so every other diode will appear lit.
- Next, let’s check the power. First, make sure the product is plugged in and the outlet you are using is working. You can verify the outlet is working by plugging in a light or blow-dryer to it to visibly check.
- After you confirm the outlet is working, check the power cord by utilizing the power cord from another working unit if you have one. If you do not have one, but visually suspect the power cord, we can send the power cord first. If the power cord still doesn’t solve the problem, we can get the product back. The downside is that this process will take longer if you aren’t sure the power supply/cord is the problem.
