FAQs

Technical Assistance

Essential Equipment, Connecting IoT with Apps, Troubleshooting

Everything you need to get started, how to link your devices with your Smartphone, and solutions to common problems for smooth sailing

To install IoT devices on your vessel, you’ll need a mobile router, a SIM card for internet access, a smartphone or tablet, and one or more IoT devices from our “Smart Life” compatible category. Additionally, you should download the “Smart Life” or “Tuya” app, both of which are free for Android and iPhone users. These apps are essential for controlling your IoT devices, offering you the convenience of managing your onboard technology seamlessly. With just these few components, you’re all set to enhance your sailing experience with the latest in smart technology.

You can purchase a router in our webstore, where we offer models that meet the requirements for connecting IoT devices. If you decide to buy a router from a mobile operator, ensure that it supports the 2.4 GHz frequency band, which is necessary for the operation of most IoT devices. Our store’s modems are selected to ensure compatibility and ease of use with your onboard IoT setup.

Start by ensuring your IoT device is powered on and in pairing mode. Open the Smart Life or Tuya app on your smartphone, select ‘Add Device’ or ‘+’ icon, and choose the device type you’re setting up. Follow the in-app instructions to complete the pairing process, which typically involves connecting the device to your Wi-Fi network.

Smart Life and Tuya are mobile applications that allow you to remotely control and manage a wide range of smart devices, including those on your vessel. These apps provide a unified platform for connecting various IoT gadgets, enabling you to monitor, control, and automate devices such as lights, switches, sensors, and cameras from anywhere. Both apps offer user-friendly interfaces, scheduling capabilities, and voice control through integration with assistants like Alexa and Google Assistant. While they are separate apps, their underlying technology is developed by Tuya Inc., making them compatible with a vast ecosystem of smart devices

 Absolutely. When you order a data plan from a mobile operator in any country, it’s important to choose a package that offers a substantial amount of data, typically several tens of GBs, to meet all your internet needs aboard. The prices for these plans are quite reasonable but can vary between operators. For more detailed information, including tips on selecting the best plan for your sailing lifestyle, please refer to our blog post “Internet on Your Boat

First, check if your Wi-Fi network is operational and your device is within range. If the issue persists, reset your IoT device and attempt to reconnect. Ensure you’re entering the correct Wi-Fi password and that your network operates on a frequency supported by your device (most IoT devices require a 2.4GHz network).

Business & Order Inquiries FAQ

Understand our business operations, payment methods, and more.

Shipping & Delivery

Shipping costs vary, often depending on the specific item and its destination. Many of our products come with free shipping, while for others, the shipping fee is clearly indicated on the product page before you finalize your purchase. We strive to provide transparent pricing to ensure you’re fully informed every step of the way

The delivery timeframe can range from 10 days to 3-4 weeks, depending on the country of the customer. Since orders are shipped directly by the supplier or manufacturer, shipping times can vary. Some shipments may arrive quickly from China, while others might be dispatched from warehouses in Europe or the USA. Our suppliers are selected for their ability to ship from local warehouses in the EU or USA whenever possible, ensuring faster delivery times.

 In most cases, we will notify you with a tracking number once your order has been dispatched. This allows you to follow the progress of your shipment. Some of our suppliers’ warehouses are located across Europe, in countries like France, Spain, Germany, Poland, and the Czech Republic, facilitating efficient logistics and tracking of your order.

If you need to change your shipping address after your order has been placed, please contact us as soon as possible. We can amend the shipping address before the order is dispatched by the supplier. However, once the order is on its way, it becomes more challenging to modify the delivery details. To ensure a smooth delivery process, we recommend double-checking your shipping information at checkout.

We aim to combine shipping for multiple items purchased in a single order for efficiency and to minimize environmental impact. However, since items may be shipped directly from different suppliers, combining them into a single shipment may not always be feasible. In such cases, your items will arrive in separate packages and may not be delivered simultaneously. We appreciate your understanding and patience in these situations and will communicate with you to ensure you’re informed about the delivery of your order.

During holidays and peak shopping seasons, shipping times can be longer than usual due to increased demand and potential delays in postal services. We advise placing orders well in advance during these periods to ensure timely delivery.

The delivery time for some products can extend beyond 10 days due to a variety of factors, including the location of the supplier’s warehouse, the specific shipping methods available, and the destination country. Products shipped directly from manufacturers or warehouses located overseas, particularly those in China, often have longer transit times. Additionally, customs clearance processes in the destination country can introduce further delays. We work closely with our suppliers to ensure that your order is processed and shipped as quickly as possible, and we strive to provide accurate estimates for delivery times on our website.

We accept a wide range of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and other digital wallets. All transactions are processed through a secure payment gateway (by Stripe) with advanced encryption and security measures in place to protect your information. Our goal is to make your checkout process as convenient as possible.

 Absolutely. We use Stripe, a leading global payment processor, known for its robust security measures. Stripe is PCI Service Provider Level 1 certified, the highest level of certification available in the payments industry. Your payment information is encrypted and securely processed without it being exposed to or stored on our servers, ensuring your financial data is protected at all times.

 All payments are processed in EUR. If you’re shopping from a country with a different currency, your bank or payment service will handle the currency conversion on your behalf.

If your payment is declined, please check with your bank or payment provider first to ensure there are no issues on their end. If everything seems to be in order, try again or use an alternative payment method. Contact our customer service for further assistance if the problem persists.

If you need to cancel your order, please contact us as soon as possible. Orders that have not yet been shipped can typically be canceled with a full refund. For orders that have already been dispatched, please refer to our returns policy for the next steps.

We accept returns within 30 days of receipt for most items in new and unused condition. Items must be returned with all original packaging and accessories. Some restrictions may apply for custom-made or perishable goods, so please review our detailed return policy or contact customer service for specific inquiries

To start a return, please visit our returns center on our website or contact our customer service team. You’ll need to provide your order number and the reason for the return. We’ll guide you through the process and provide you with a return shipping label if your return is approved

Refunds are processed within 5-10 business days after we receive and inspect the returned item(s). The refund will be issued to the original method of payment. Please note, it may take a few additional days for your bank or credit card company to process and post the refund to your account.

Most of these products compatible with the Tuya and Smart Life platforms originate from China, which is home to some of the most innovative and largest manufacturers of smart technology in the world. Powering a diverse range of over 100,000 smart products globally, Tuya serves customers in more than 200 countries and regions. This global reach and innovation make Tuya products highly sought after for their quality and versatility.

In our store, we’ve curated a selection of products that are uniquely suited for use on vessels, many of which are challenging to find elsewhere. We pride ourselves on working with reliable suppliers, the majority of whom have warehouses in the EU or USA, ensuring faster delivery and ease of access to our customers. This strategic partnership allows us to offer an exclusive range of innovative products tailored to the nautical lifestyle, enhancing the convenience and safety of your maritime adventures.

For more detailed information please refer to our blog post “Why Tuya and Smart Life?“