FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Do you ship internationally?
Yes, we offer international shipping to most countries worldwide. Shipping costs and delivery times vary depending on your location. You can see the exact shipping cost and estimated delivery date during checkout before completing your purchase.
When will my order be shipped?
Orders are processed within 1-3 business days (excluding weekends and holidays) after payment is confirmed. You will receive a shipping confirmation email with a tracking number as soon as your order leaves our warehouse.
How long will it take until I receive my order?
- Domestic (US): 3-7 business days after shipment.
- International: 7-15 business days after shipment.
Please note: These are estimates and do not include customs clearance time, which may cause additional delays.
What is your return policy?
We offer a 30-day money-back guarantee from the date of delivery if you are not satisfied with the product. The product must be returned in its original condition, including the original packaging, charger, and all accessories.
Orders
Below are some of are common questions about orders
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also log in to your account on our website to view the real-time status of your order.
Can I modify or cancel my order after placing it?
We are able to modify or cancel an order only if the request is made before it has entered the shipping process. Please contact us immediately at support@hiesy.com with your order number. We will do our best to assist you, but we cannot guarantee changes for orders that have already been prepared for shipment.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and in some regions, other local payment methods which will be displayed at checkout.
I received a wrong/damaged item. What should I do?
We sincerely apologize for any inconvenience. Please contact our customer service team at support@hiesy.com within 7 days of receiving your order. Provide your order number and clear photos of the product you received, and we will promptly arrange a replacement or a solution for you.
Products
Below are some common questions about our products
How many languages do the earbuds translate, and do they require a phone?
The earbuds support real-time two-way translation forover 40 languages and 100 accents. Yes, they require the companion mobile app to function. The earbuds connect to your smartphone via Bluetooth, and the app handles the advanced AI translation processing.
How long does the battery last on a single charge?
On a single charge, you can enjoy up to6 hours of continuous translation or music playback. The compact charging case provides an additional4 full charges, extending the total battery life to over 30 hours, making it perfect for travel and long days out.
What's included in the box, and is it compatible with my phone?
The box includes: the AI Translator Earbuds, a charging case, multiple sizes of ear tips (S/M/L), a USB-C charging cable, and a user manual. The earbuds are compatible with most smartphones (iOS and Android) that support Bluetooth connectivity and the required app.