Frequently Asked Questions

Everything you need to know about Runiq

📦 Orders & Shipping

  • Yes!We offer free standard shipping on all orders to Australian addresses. Your order will be delivered right to your doorstep at no extra cost.

    Shipping Details:

    • Free shipping to all Australian addresses
    • Standard delivery: 5-10 business days
    • Processing time: 1-3 business days

  • Processing Time: Orders are processed within 1-3 business days (Monday-Friday, excluding public holidays).

    Delivery Time: Once shipped, standard delivery takes 5-10 business days to most Australian locations.

    Total Time: Please allow 6-13 business days from order placement to delivery.

    Note:Remote or regional areas may experience slightly longer delivery times. We'll send you tracking information once your order ships!

  • Absolutely! Once your order ships, you'll receive an email with:

    • Tracking number
    • Carrier information
    • Estimated delivery date
    • Direct link to track your package

    You can track your order 24/7 using the tracking link provided in your shipping confirmation email.

  • Currently, we only ship within Australia. We're working on expanding our shipping to international locations soon. Stay tuned!

    If you're interested in international shipping, please contact us at support@runiq.shop and we'll notify you when it becomes available.

  • While rare, if your package is lost in transit or arrives damaged:

    • Lost Package: If tracking shows no movement for 15+ days, contact us immediately. We'll investigate with the carrier and arrange a replacement or refund.
    • Damaged Package: Take photos of the damaged packaging and product, then email us at support@runiq.shop within 48 hours of delivery. We'll arrange a replacement at no cost to you.

    We've got you covered!All shipments are insured, so you're protected throughout the delivery process.

  • If you need to change your shipping address, please contact us immediately at support@runiq.shop.

    • Before Processing: We can update your address at no charge
    • After Shipping: Unfortunately, we cannot change the address once the package is with the carrier

    Time is critical, so please reach out as soon as you realize the address needs updating!

↩️ Returns & Refunds

  • We offer a 30-day return policy from the date of delivery. If you're not completely satisfied with your Runiq smartwatch, you can return it for a refund or exchange.

    Return Requirements:

    • Product must be in original, unused condition
    • Original packaging and all accessories included
    • No signs of wear or damage
    • Return initiated within 30 days of delivery
    • A 20% restocking fee applies to change-of-mind returns

  • Easy 3-Step Process:

    1. Contact Us: Email support@runiq.shop with your order number and reason for return
    2. Get Authorization: We'll send you a return authorization and instructions
    3. Ship It Back: Pack the item securely and ship to the address provided

    Please include your order number inside the package to ensure faster processing!

  • Change of Mind: Customer is responsible for return shipping costs. We recommend using a tracked service for your protection.

    Tip:Keep your return tracking number until your refund is processed!

  • Processing Timeline:

    • Inspection: 3-5 business days after we receive your return
    • Refund Issued: Immediately after approval
    • In Your Account: 5-10 business days (depending on your bank)

    You'll receive an email confirmation once your refund is processed. Refunds are issued to the original payment method used for purchase.

  • Yes! If you'd like a different model or color, we can arrange an exchange.

    Exchange Process:

    1. Email support@runiq.shop with your order number and desired exchange
    2. Return your original item following our return process
    3. Once received and inspected, we'll ship your new item immediately

    If there's a price difference, we'll either refund the difference or send a payment link for the additional amount.

  • For hygiene and safety reasons, we cannot accept returns for:

    • Products that show signs of use or wear
    • Items without original packaging
    • Smartwatches with damaged screens or water damage
    • Products beyond the 30-day return window

    If you're unsure whether your item qualifies for return, please contact us at support@runiq.shop.

⌚ Product Information

  • Most of our smartwatches feature water resistance, but the level varies by model:

    • Runiq IronRidge: IP68 waterproof rating - suitable for swimming and showering
    • Runiq StrikePro: IP67 water-resistant - splash and rain resistant, not for swimming
    • Runiq Motion: IP67 water-resistant - splash and rain resistant
    • Runiq FitBee (Kids): IP67 water-resistant - splash proof, avoid submersion

    Important: Always check the specific product page for your model's water resistance rating. Do not press buttons underwater.

  • Battery life varies depending on usage and model:

    • Typical Usage: 5-7 days with regular notifications and activity tracking
    • Heavy Usage: 2-3 days with GPS, continuous heart rate monitoring, and frequent screen use
    • Standby Mode: Up to 15 days

    Charging Time: Full charge typically takes 2-3 hours using the included charging cable.

    Battery Tip:Reduce screen brightness and disable always-on display to maximize battery life!

  • Yes! All Runiq smartwatches are compatible with both iPhone and Android devices.

    System Requirements:

    • iPhone: iOS 9.0 or later
    • Android: Android 5.0 or later
    • Bluetooth: 4.0 or higher required

    Simply download the companion app from the App Store or Google Play Store, and pair your smartwatch via Bluetooth.

  • Our smartwatches include features:

    • Heart Rate Monitoring: 24/7 continuous or on-demand readings
    • Sleep Tracking: Deep sleep, light sleep, REM analysis
    • Step Counter: Daily step counting and distance tracking
    • Calorie Tracking: Estimate calories burned throughout the day
    • Activity Modes: Running, cycling, walking, and more
    • Sedentary Reminders: Notifications to move after inactivity

    Note: Features vary by model. Always check the specific product page for your chosen smartwatch.

  • Features vary by model:

    • Call Notifications: All models display incoming call alerts
    • Call Rejection: Reject calls directly from your watch on all models
    • Speakerphone Calls: Select models support answering and speaking through the watch (check product page)

    Your smartwatch must be connected to your phone via Bluetooth to receive call notifications and interact with calls.

  • Every Runiq smartwatch comes with:

    • 1x Runiq Smartwatch
    • 1x Magnetic charging cable
    • 1x User manual (English)
    • 1x Warranty card

    Note: USB wall adapter is NOT included. You can use any standard USB wall adapter (phone charger) or plug directly into a computer USB port.

🔧 Technical Support

  • Quick Setup Guide:

    1. Charge: Fully charge your smartwatch before first use (2-3 hours)
    2. Download App: Search "Runiq Fit" or "FitPro" in App Store or Google Play
    3. Enable Bluetooth: Turn on Bluetooth on your smartphone
    4. Power On: Long-press the side button to turn on your watch
    5. Pair Device: Follow the in-app instructions to connect via Bluetooth
    6. Customize: Set your preferences, goals, and notifications

    Pairing Tip:Keep your phone and watch close together (within 1 meter) during initial setup for best results!

    1. Check Bluetooth: Ensure Bluetooth is ON on your phone
    2. Restart Both Devices: Turn off smartwatch and restart your phone
    3. Forget Device: In phone Bluetooth settings, forget the watch and re-pair
    4. Check Distance: Keep devices within 10 meters of each other
    5. Update App: Ensure you have the latest version of the companion app
    6. Check Compatibility: Verify your phone OS meets minimum requirements

    Still having issues? Contact us at support@runiq.shop with your phone model and OS version, and we'll help you troubleshoot!

    1. Open the watch menu/settings
    2. Navigate to System → Reset
    3. Select "Factory Reset" or "Restore to Factory"
    4. Confirm the reset
    5. Watch will restart and return to initial setup screen

    Warning:Factory reset will erase all data, settings, and paired devices. This action cannot be undone. Back up your data in the app first if needed!

  • Yes! Most Runiq smartwatches feature replaceable bands with standard sizing.

    Band Specifications:

    • Most models use standard 20mm or 22mm watch bands
    • Quick-release mechanism for easy swapping
    • Compatible with third-party bands of the same width

    Check your specific model's product page for exact band width. We'll be offering replacement bands in various colors and materials soon!

💳 Payment & Security

  • We accept a wide variety of secure payment methods:

    • Credit Cards: Visa, Mastercard, American Express
    • Debit Cards: Visa Debit, Mastercard Debit
    • Digital Wallets: Apple Pay, Google Pay, Shop Pay
    • PayPal: Full PayPal checkout support
    • Other: JCB, Union Pay

  • Absolutely! Your security is our top priority.

    • SSL Encryption: All data is encrypted using 256-bit SSL technology
    • PCI Compliant: We meet all Payment Card Industry Data Security Standards
    • Secure Checkout: Powered by Shopify's trusted payment platform
    • No Storage: We never store your complete credit card information

    Privacy Guarantee:Your personal and payment information is never shared with third parties.

  • You'll be charged immediately when you complete your order at checkout.

    The charge may appear as "Technology Brokers Pty Ltd" or "Runiq" on your bank statement.

    Authorization Holds: Sometimes banks place a temporary authorization hold that appears as a pending charge. This is released automatically if the order is cancelled.

  • Yes! You'll automatically receive an order confirmation email with your receipt/invoice after purchase.

    If you need a formal tax invoice or company invoice, please email support@runiq.shop with:

    • Your order number
    • Company name and ABN (if applicable)
    • Billing address

    We'll send you a formatted invoice within 1-2 business days.

  • If your payment is declined, try these steps:

    1. Check Card Details: Verify card number, expiry date, and CVV are correct
    2. Billing Address: Ensure billing address matches your card records exactly
    3. Available Funds: Confirm sufficient balance or available credit
    4. Bank Restrictions: Some banks block online purchases - contact your bank
    5. Try Another Method: Use a different payment method (PayPal, another card)

    If problems persist after trying these steps, please contact support@runiq.shop and we'll help you complete your order.

🛡️ Warranty & Support

  • Yes! All Runiq smartwatches come with a 12-month manufacturer warranty from the date of delivery.

    Warranty Coverage:

    • Manufacturing defects
    • Hardware malfunctions
    • Battery issues (normal use)
    • Screen defects

    Not Covered: Physical damage, water damage (beyond rating), unauthorized repairs, normal wear and tear, or misuse.

  • Warranty Claim Process:

    1. Contact Us: Email support@runiq.shop with:Order numberDescription of the issuePhotos/videos of the problem (if applicable)
    2. Assessment: Our team will review your claim within 1-2 business days
    3. Resolution: If approved, we'll either:Send a replacement unit, ORProvide a full refund

    You may need to return the defective unit (we'll provide a prepaid return label).

  • Quick Troubleshooting:

    • Charge It: Connect to charger for 30+ minutes (display may stay black initially)
    • Force Restart: Hold the side button for 10-15 seconds
    • Check Charging Cable: Try a different USB port or wall adapter
    • Clean Contacts: Wipe charging contacts on watch and cable with dry cloth

    If these steps don't work, contact us immediately at support@runiq.shop - your smartwatch may be covered under warranty!

  • We're here to help! Reach us via:

    • Email: support@runiq.shop
    • Response Time: Within 24 hours (Monday-Friday)
    • Business Hours: Monday-Friday, 9:00 AM - 5:00 PM AEST

    When contacting us, please include your order number (if applicable) and a detailed description of your question or issue for faster assistance.

  • Your smartwatch comes with a printed quick-start guide. For the full user manual:

    • In the Box: Check for a printed manual or QR code
    • In the App: Open the companion app → Settings → User Manual
    • Request by Email: Contact support@runiq.shop and we'll send you a PDF

    The manual includes detailed setup instructions, feature explanations, and troubleshooting tips.