Q&A
Shipping
Shipping Policy
1) There will be a reshipping fee if our courier service provider attempts to deliver to your address and the package is returned due to any of the following reasons:
i) the location you provided is inaccessible, ii) the shipment details, i.e., recipient, contact number, and address, are incorrect, iii) no one is available to receive or pick up the package in time, or iv) you have moved without any prior notice to us before the order is processed.
2) All delivery issues need to be reported within 30 days after the tracking number is provided. Otherwise, we won’t be able to trace the delivery and any loss won’t be covered. Support is available at support@charbycharge.com.
1. How long does it take to ship?
Upon checkout, we’ll process your order within 24 hours. Shipping arrangement may take 1 – 2 business days to complete. Once done, the tracking number will be emailed to you, and the shipping will begin. (See table below for ETA.)
Note:
i) Business day excludes weekend and holidays when fulfillment/courier staffs aren’t working.
ii) Delivery ETA may be delayed based on unforeseeable external factors such as peak season, holidays, pandemic, postal strikes, etc.
iii) The delivery of Orbit Power Bank may take extra 3 – 5 business days due to shipping regulation and custom.
| Region | Business day(s) |
|---|---|
United States | 3 - 7 |
Malaysia | 1 - 3 |
Asia (Singapore, Japan, etc) | 3 - 7 |
Europe (UK, Germany, etc) | 5 - 12 |
Oceania (Australia, New Zealand, etc) | 5 - 12 |
North & South America (Canada & Brazil) | 5 - 12 |
Middle East (UAE, Saudi Arabia, etc) | 5 - 18 |
Everywhere else | 5 - 18 |
2. Special delivery requests
i) We’re unable to relay your delivery instructions to your local courier (e.g., deliver before a certain hour, etc) due to limitation in logistics’ system.
ii) If you need express shipping, please send your request to support@charbycharge.com before placing an order.
iii) You may choose to have us ship to your forwarder in China (if any). However, if your order contains Nylon Hard Case (Large) or Charby Pico, we can only ship to forwarders in the US.
3. My package hasn't arrived for a long time
Please check your tracking status to make sure it’s not still being delivered. However, if the package is in transit for too long, please notify us at support@charbycharge.com. The estimated maximum working days needed for delivery for each region are shown in the table above.
4. The tracking number doesn't show anything!
i) For Canada & Netherlands: international registered mails will no longer show tracking information due to operational postal arrangements made by the Universal Postal Union. But rest assured that we’ve had many successful deliveries to these two countries.
However, if 20 working day has passed (starting from the delivery date), please visit your local post office to either inquire on the package or collect it as it could mean the first delivery attempt failed; note that uncollected item will be returned to sender after some time, and a second shipping fee will incur for redelivery. If your local post office doesn’t have the package, please inform us at support@charbycharge.com
ii) For other countries: there might be a delay or system error; please inform us at support@charbycharge.com
5. Tracking status shows delivered but I didn't have it
The first step is to visit your local post office to inquire on the package directly. If they couldn’t provide any acceptable information or solution, please notify us immediately at support@charbycharge.com
6. Does my shipping fee already include import taxes/fee?
No, it doesn’t. However, we will do our best to ensure that the import fees will not be incurred; if it does incur, we will try to minimize it. Note that we won’t be able to cover any additional charges, which include but not limited to customs duty, import taxes, and additional surcharges imposed by local authorities.
Warranty & Return
1) Product(s) Purchased Online & in Retail Stores
All product must first be registered for E-Warranty before any claim can be made.
- To register, i) scan QR code on the warranty card provided in the packaging or ii) visit ewarranty.charbycharge.com and enter the product’s serial number (located in the warranty card).
- To obtain warranty service, visit the E-Warranty page and submit your registered email. You can then claim warranty by providing the needed information listed therein.
Charby reserves the right to void the warranty if the claim is made after the warranty period or does not fulfill the conditions stated herein this Warranty.
Should Charby deem it necessary to return the defective cable(s), you must deliver the cable(s) to the address specified by Charby and thereafter provide Charby with the tracking number before a replacement(s) can be issued. (See Returns Policy.)
For online support, please contact support@charbycharge.com.
2. Warranty Condition
Charby warrants that this Product will be free from defects in material and workmanship under normal use for a period of one (1) year starting from the date of delivery. In the event Charby determines, in its sole discretion, that the Product suffers from material defects in manufacture and does not substantially conform to the published specifications under normal use within the Warranty Period, Charby will, at its option: (i) repair the Product at no charge with a new or refurbished components or (ii) replace the Product with a new or refurbished Product upon return of the defective Product. In the event Charby determines, in its sole discretion, that reparation or replacement is not suitable, Charby may provide compensation in the form of digital credit for the remaining duration of the warranty period. Any replacement product will be warranted for the remainder of the returned unit’s original warranty period or 30 calendar days, whichever is longer. Charby reserves the rights to amend or substitute the means of warranty at its sole discretion without prior notice.
3. Warranty Limitations
The warranty stated herein shall not apply if: (i) the Product was purchased from unauthorized resellers; (ii) the Product was not used in accordance with any accompanying instructions; (iii) the Product was not used for its intended function and environment; (iv) the Product has been modified, repaired, or opened intentionally by any party other than Charby; (v) any defects or damages caused by wear and tear, accident, misuse, abuse, abnormal conditions, improper storage, exposure to moisture, dampness or corrosive environments, improper installation, incorrect voltage application, food or liquid spillage, natural disaster or other external causes.
4. Limitation of Liability
To the extent permitted by law, Charby does not assume any liability for the loss or damage resulting from the purchase, use or misuse of, or inability to use the Product or from the breach of the express warranty, including incidental, special, consequential or similar damages, or loss of anticipated profits or benefits. Charby’s liability shall be limited to the purchase value of the product.
5. Returns and Replacements:
Returns and replacements are only valid for the following reasons:
1) The product(s) is deemed defective within the warranty period by Charby or any of its authorized resellers. The returned product(s) must be in either its original packaging or other packaging providing adequate protection.
2) The product(s) received differs from what was ordered. The customer must contact Charby within 30 days of receiving the product(s), and the returned product(s) must be in the original condition as delivered (with all its content intact and the packaging unopened).
The product(s) is to be returned to the address specified by Charby or authorized resellers. Please contact support@charbycharge.com or authorized resellers for more information.
The shipping expenses of returning the product(s) will be borned by Charby if either of the above 2 scenarios is fulfilled.
6. Refunds
No refund or change of mind under any circumstances is permitted.
7. Warranty for Partnered Products
Warranty for all partnered products will be covered by each respective brand. Refer to the list below for their customer support:
1. TAGLa (TAG La V2): ilovetagla@gmail.com
Product FAQ
1. Is Charby Sense MFI certified?
It is tested to work with most iPhones. At the moment, it doesn’t have an MFI certification. All feature is fully functional with iPhone 5 (up to XS Max) and iPad.
2. What phones are compatible with Charby Sense?
Charby Sense can charge all devices. It supports QC3.0 & also fast charges most devices except proprietary fast charging for Oppo and Vivo phones, Huawei Mate 10 / P20, and MOTO Z Force.
3. Can it work with wireless charger?
Yes, we have tested Charby Sense with Samsung’s as well as several other’s wireless chargers. However, there are too many wireless chargers in the market so we are uncertain whether it will be compatible with yours. Additionally, Charby Sense will cut off power to the wireless charger completely after your device’s battery is full. So to charge again, you’ll have to either reset the power plug or press the button on Charby Sense and allowing it to charge again.
4. The LED colors, what do they even mean?
White: the power is on, but it isn’t charging; it can be due to either it’s not properly plugged in or it isn’t connected at all.
Orange: the cable is charging your device at optimal speed.
Pulsing Orange: the cable is charging at below 0.6A speed (slow charging). It, however, is normal for laptop-to-phone charging, which leads us to the next color.
Purple: Charge Booster mode is activated on laptop-to-phone charging; data transfer is disabled to double the charging speed. Press button to activate / deactivate it.
5. What does the button do?
Press once to disable data transfer on laptop-to-phone charging and double the charging speed, indicated by the Purple LED (also see Question 4). Press again to enable data transfer.
Long press for 2 seconds to disable auto cut off mode and vice versa. (Indicated by a transition from Green/Orange to White LED.
6. How long is Charby Sense?
1.2 meter / 4 feet. Tested as the most optimal length fit for many situations.
7. Will you make a longer Charby Sense?
Unfortunately, we’ll not be offering different length at the moment.
8. Will you make a USB-C to USB-C cable?
It’s in our plan for future products. We will announce its launch on Indiegogo, Facebook, & Instagram.
9. Why don't you make it cut off at 80% or give user control over cut off threshold?
While cutting off at 80% is ideal for maximum battery health, our interviews and tests with users show that many prefer to make full use of battery capacity; therefore, we decided to stick with the balance between battery health and convenience: making it cut off at 100%.
10. Will the charging resume some time after cutting off?
No. Charby Sense cuts off the power to your phone completely. Until you switch the power off and on again or disable the auto cut off feature by long pressing the power button for 2 seconds. Another long press will reactivate it.
11. Will Charby Sense's auto cut off feature interfere with a wall charger/phone's fast charging & auto cut off function?
No. Charby Sense acts as a normal USB cable, which is transparent to both wall charger and phone.
Additionally, the phone’s auto cut off functions differently from Charby Sense’s. The phone will cut off at 100% but trickle charges to maintain the charge level; Charby Sense cuts off the power to your phone completely after full charge is reached.
12. Isn't it harmful to charge beyond 80%?
Yes. The optimum battery level for maximum health is between 40% and 80%; however, through testings and users interviews, we find many prefer to make full use of battery’s capacity; therefore, we balance battery health and convenience by making it cut off at 100%.
13. Doesn't smartphone has its own auto cut off?
The phone’s auto cut off functions differently from Charby Sense’s. The phone will cut off at 100% but trickle charges to maintain the charge level; Charby Sense cuts off the power to your phone completely after full charge is reached.
14. Why cut-off?
Maintaining Lithium ion battery at high charge level for a prolonged period stresses it and thus, degrades its lifespan.
15. How can it boost charging speed. Isn't it dependent solely on the output
The charge booster function is for laptop-to-phone charging. Pressing it once will disable data transfer mode and double the charging speed, indicated by the Purple LED. Press again to enable data transfer. Connecting your phone to a laptop port will automatically turn on data transfer mode.
16. Why do you need a laptop Charge Booster?
Charging your phone on a laptop port is much slower because your phone is charging in data transfer mode, whereby your phone automatically requests for a lower charging current. What Charby Sense’s Charge Booster button does is disabling data transfer to allow your phone to automatically request for a higher current, thus doubling the charging speed. Macbook from Apple however usually produces a higher charging current as compared to other laptop brands, hence the charging speed will only increases slightly when Charge Booster is activated.
17. Does Charge Booster works on a wall chargers or power banks?
Charge Booster mode is only applicable when your device is plugged into USB port with data transfer capabilities such as those on laptops or car chargers. Charby Sense will have the fastest charging mode set by default when it is used on USB port which does not have data transfer capabilities such as those on wall chargers or power banks.
18. Why does the charging seems to have slowed down after I activated Charge Booster?
Some smartphone companies integrated proprietary charging system into their devices. The device uses the data lines of the cable to communicate with wall charger to enable fast charging capabilities. Pressing the button on Charby Sense cuts off the data communication capabilities, hence the proprietary wall charger will not deliver its maximum speed. Therefore, we advise against pressing the charge booster button when you are using a wall charger or power bank.
19. Too expensive. Changing a few batteries down the road is more economical!
In short term, changing batteries or even phone once a year stands as the wiser choice. It, however, doesn’t account for the hassles and inconveniences that long accompany it. The slowly but surely battery degradation will cut short your battery life significantly, which translates to lesser and lesser communication and entertainment time on your phone; its effect will be more strongly felt during your travels.
Besides giving you more smartphone time, it also saves time and money in the long run: you don’t need to go the extra mile to replace your built-in batteries frequently, which is inconvenient, and costs money and time. Not to mention the other features that remove many of your daily life charging hassles for you. Your time and energy are better spent elsewhere than to fuss over battery and charging problem.
20. How does the auto cut off works? / How long is needed to cut off?
It will cut off after the battery hits the actual full limit set by the manufacturer. Our testing shows the average time to be around 30 minutes and above (varies with battery capacity) after the battery indicator on the screen shows 100% level. Running battery draining app will further delay the cut off time. This is performed by our smart current sensing circuit.
21. If I use a converter to convert USB-A to USB-C, will it be able to support iPhone 8 & above's fast charge?
It cannot, unfortunately, even with the use of an adapter.
22. What is the maximum output for Charby Sense?
The maximum output is 2.4A; or in terms of watt, are 12W for Apple (without fast charging support) & 18W for Android.
23. What is the USB type of Charby Sense?
This cable has a USB-A to (Lightning/MicroUSB/USB-C) connection.
24. Charby Sense is much more expensive than other cable with auto cut off. Why?
While other auto cut off cables come at a cheaper cost, Charby Sense is designed to solve more than just battery lifespan problem in our daily life.
i) Going places without power socket and laptop charges too slow: press Charge Booster button to double the speed.
ii) Always forget to power on after plugging charger into phone: inform you of charging status all the time through its LED indicator
iii) Unkowingly using a slower power source throws off your planning for the day: pulses in orange LED to alert you of below optimum charging speed.
iv) Cable body breaks way too frequently: cable body is reinforced with Aramid fiber tripling its strength.
v) Wasting your time by often untangling cable: nylon-braided body eliminates this problem entirely.
Additionally, Charby Sense uses a higher grade copper wire, which is comparable with original cable’s quality.
25. Is Charby Sense a data cable or a charging cable?
It is both. It, however, can switch to full charging mode for laptop-to-phone connection, which doubles the charging speed at the cost of data transfer. Press the button on the side to activate/deactivate charge booster mode.
26. Is Charby Sense a data cable or a charging cable?
Yes. It supports Qualcomm QC2.0 and QC3.0, as well as Samsung Adaptive fast charging. However, it does not support proprietary charging such as Oppo VOOC Flash Charge, Huawei SuperCharge and Oneplus Dash Charge.
27. Does auto cutoff feature works on wall chargers or power banks?
Yes. The auto cutoff feature works on all USB ports, including car charger, wall charger, power bank and laptop.
28. Will Charby Sense cutoff when I’m transferring or tethering data?
Charby Sense features a unique mode for these situations. Simply long press on the button on Charby Sense, and it will temporary turn off its auto cutoff mode. The mode will reset once the power supply goes off.
