Frequently Asked Questions

It's quite simple:

1. Browse through our shop.
   
2. Select one or more devices.
   
3. When you have finished shopping, open the shopping cart and complete the order by clicking on BUY.
   
4. Now we only need your address and email. After payment, the desired device can be packed and shipped.
   
5. You will receive constant status updates throughout the whole process and are therefore always up to date.

As long as the logistics department has not yet packed the package, you can cancel your order at any time.

Simply contact us via Chat or the contact form on our website https://orangeglowinc.com/pages/contact. Please include the order number the top of the page.

Sure. However, it usually takes 1-5 days for the tracking number to be processed before the customer can track it online.

Since we work with external service providers, this is out of our control and can sometimes take some time. Please be patient. If tracking hasn't shown after 5 days please get in touch.

As we only offer Global Priority as a shipping method since recently, the import costs are taken over by the logistics company in China. There are no further costs for the customer. Our partner company is located in Hong Kong and therefore a third country without VAT. This shipping method usually takes 2 weeks, but it is the most cost effective method.

The shipping process varies and can only be influenced by us or the buyer to a limited extent. In the best case between 3-7 working days and in the worst case about 2-3 weeks.
Usually these are the shipping and handling times.

1-3 days for ordering and processing

3-5 days for shipping with UPS/FEDEX Express

10-15 days for shipping with Global Priority

2-4 weeks for shipping with Mail Parcel (small parts)

2-4 days if shipping from or EU warehouse (depending on location)

Of course it can happen with UPS/FEDEX Express from China that the customs delays it a little bit. But so far UPS/FEDEX Express is usually within 7 days with you.

We usually only offer devices that support at least English as a language. But it also depends on the Rom you choose when ordering.

For Xiaomi devices there is often only the official Chinese / English ROM at the beginning. Later on, Multi-lingual support usually follows with the Global ROM.

For devices of the brands OnePlus, Realme and Meizu it is always different. Usually these companies are multilingual as standard. But please pay attention to the language under the description or technical details.

Our devices are SIM lock free. This means you can use a SIM card from a provider of your choice and are therefore completely free to choose your provider.

Yes, we take extra time and check all devices (excluded are EU warehouse devices) for functions and also the hardware. This includes, for example, camera, GPS, sensor, display and charging tests, as well as an assessment of external defects.

If a new firmware is available for the device, we install it. In case of errors, an exchange will be made before shipment and a new device with full functionality will be sent to the customer. This way we guarantee that our customers only receive faultless devices.

If you do not agree with these tests, we are sorry, but we do it to provide you with a perfect product and reduce any of problems.

The phone are original an new, come in package, not sealed, as we test it and install Google Play Store or a Firmware, if you choose.

If you order the device from China and it is a Chinese version, you will receive as standard a CN plug and an extra EU-AU-UK adapter with the device.

Yes. You have the right to cancel your order within 14 days of receiving the goods. To start the cancellation process, you must contact us via Chat or our contact page at https://orangeglowinc.com/pages/contact so we can inform you of the return procedure, shipping method, and any costs.

Free Cancellation Reasons:
You may cancel free of charge if:

1. The item received has serious differences from its description (colour variations excluded).
   The wrong model was delivered.
   
2. The device is not functional upon arrival.

Paid Cancellation (Approximately €80):
A cancellation fee applies if you cancel due to:

1. Simply changing your mind (dislike).
   
2. Not providing a reason.
   

Cancellation Process & Refunds:
Once you effectively cancel, we will refund all payments received from you, including delivery costs, within 14 days of receiving your cancellation notice. The refund will be issued using your original payment method at no extra charge.

We may withhold your refund until we have received the returned goods or you provide proof of their return.

You must send the goods back to us without delay and no later than 14 days after informing us of your cancellation.

Return Shipping Costs:
For cancellations under the free reasons, we cover all return shipping and processing costs.

For cancellations under the paid reasons (dislike/no reason), you are responsible for the return costs (approximately €80 for shipping and handling).

Important Condition for Returns:
You must compensate us for any loss in value if the returned goods are deteriorated, unless the deterioration is solely due to you inspecting the goods (as you would in a store). To avoid this, please do not use the goods as if you own them and handle them in a way that preserves their value.

Paypal = 1-2 working days

Visa / Mastercard = depends on your bank, but should be credited to your credit card within 1-10 business days

Sofort / Bank = depends on your bank and country, but in Europe the transaction should be completed in 2-5 working days

Bitcoin / Klarna = 1-2 working days

Let's keep calm. Please contact us. We will then check the errors with you. Often these are small software errors and can be easily solved with an update. If it should occur that it really is a hardware error, you can make a warranty claim. You will receive further instructions from us in the following.

In addition to the free shipping of your device to China or an EU partner and the free return of the device, we also offer the possibility to call on our repair partner in Europe for minor defects. This is much faster and completely free of charge for you during the warranty period.

If the device is already defective on receipt, please contact us immediately. Our supplier tests all devices for functionality, but in rare cases it can happen that the goods are damaged during transport. In this case we will provide you with a new device free of charge and we will bear the shipping costs for the replacement and return delivery.

Orange Glow Inc. Ltd through its suppliers provides a one-year warranty for mobile phones and tablets that malfunction through no fault of the customer. This includes items found to be defective upon arrival.

What is Not Covered
The warranty does not cover accessories, including batteries, chargers, cables, headphones, SD cards, cases, screen protectors, or any promotional items included in the package.

Warranty Exclusions & Void Conditions
Orange Glow Inc. Ltd is not responsible for defects or damage resulting from:

• External causes, accidents, or neglect.
  
• Modifications, repairs, or installations of parts not performed by the official manufacturer or Orange Glow Inc.
  Ltd.
  
• Software errors, viruses, or issues caused by manufacturer software updates.
  
• Improper transport, packaging, or loss during return shipment.
  
• Water damage.
  Furthermore, the warranty is void if any labels or serial numbers on the device or its components have been altered or rendered illegible.

Non-Warranty Repairs
If a repair is needed for an issue not covered under warranty, Orange Glow Inc. Ltd reserves the right to charge the customer for related handling, labour, and material costs.

Devices that you purchase from us usually have the manufacturer's warranty. This is 1 year for most companies, but do not worry, even after the warranty we will take care of your repair case.

Repair in Europe: If the required parts are in stock locally, the process can be quick. After you submit a warranty or repair request and ship the device to our partner, it is typically returned to you within a week.

• Warranty repairs are fully covered by us.
• For out-of-warranty repairs, you will receive a 5-20% discount through our partner.

Repair in China: If the fault cannot be fixed in Europe, the device will be sent to China. We manage all shipping logistics to and from China.

• Repairs under warranty are completely free of charge.
• For out-of-warranty repairs, a small service fee applies.
  The typical timeframe for a repair in China is 1 to 4 months.

Most Xiaomi, Redmi, Realme, Oppo, Vivo, Oneplus and Meizu smartphones support band 1 and 3 ( frequency 1800MHz and 2100MHz ). This is sufficient for LTE reception in most EU countries.

In Germany, LTE is also transmitted in band 20 (frequency 800 MHz). This frequency is used by some providers in rural areas and so you will usually be downgraded to HDSP+ / UMTS. Global versions of the devices also offer band 20 (frequency 800MHz).

Please feel free to get in touch to check compatibility. We're always happy to help.

As a rule, Android Auto does not work on most China smartphones. There are a few exceptions, such as Oneplus devices or Xiaomi with Xiaomi.eu firmware. You can easily find out whether Android Auto works by clicking the yellow big button "Compatibility Wizard" and looking there how compatible the device is with your country. It also says there whether Android Auto is supported.

Is it possible to install it later? NO, unfortunately not.

Your smartphone will alert you to the upcoming or possible installation, but you can choose the time of installation yourself.

You'll receive updates via OTA (= Over The Air dt. directly via the device itself) or you can also find these updates in the well-known forums like Xiaomi.eu, download them and install them yourself. Xiaomi also publishes updates every Friday at the Developer Rom.

One good site for all possible Xiaomi devices and their Firmware is xiaomifirmwareupdater.com

While this varies by manufacturer, most major Chinese brands now recognize that long-term software support is important to customers. Large companies such as Xiaomi, Oppo, Vivo, Realme, Redmi, Asus, Nubia, and Meizu typically provide two to three years of software updates, with security updates often extending even longer. Consequently, devices from China generally receive these updates seamlessly and without restriction via Over-The-Air (OTA) delivery, no matter where in the world you are located.

NO, unfortunately Samsung Galaxy Watch Wear OS mostly does not work on the China smartphones. There are exceptions like the Oneplus series or Xiaomi devices with Xiaomi.eu, but on most other smartphones from Oppo, Vivo, Meizu & Co. the watch will not connect to the smartphone. Even on a China Samsung smartphone, it won't work.

Normal Wear OS watches from other brands have no problem. They only need the Wear OS China app from APKMIRROR.com and then it should work.

This depends on the update. If it is an official update, you are welcome to install it. If you don't know how to do this, you can always contact us.

However, if you try to install a custom rom, or unlock the device, or if the device is too unlocked or too rooted (except for devices that are already unlocked or rooted, such as Xiaomi devices), it's very possible that the manufacturer will refuse the warranty. This must be decided on a case-by-case basis.