Kopplen Frequently Asked Questions
General FAQ
Welcome to the Kopplen FAQs section. Here, you'll find essential information about our products, including shipping information, usage tips, and support details. If you have further questions, please contact our customer support team at the bottom of the page for assistance.
1. How do I place an order?
To place an order, simply browse our website, select the product you wish to purchase, and click on "Add to Cart." Once you're ready, go to your cart and click "Checkout." Follow the prompts to enter your shipping and payment information to complete your order.
2. What payment methods do you accept?
We accept a variety of payment methods, including major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options.
3. How do I track my order?
Once your order has shipped, you will receive a confirmation email containing a tracking number. You can use this number on the courier's website to monitor the status of your shipment.
4. What is your returns policy?
We offer a 30-day return policy for most items. If you are not satisfied with your purchase, please contact our customer service team within 30 days of receiving your order to initiate a return.
5. Do your products come with warranties?
Yes, many of our products come with a warranty. Please refer to our warranty page on our website for detailed warranty information.
6. Are there any hidden fees when I place an order?
We believe in transparency, so there are no hidden fees. Any applicable shipping costs and taxes will be clearly displayed during the checkout process.
7. Can I cancel my order after it has been placed?
If you need to cancel your order, please contact our customer service team as soon as possible. We can assist you with cancellation as long as the order has not yet been processed for shipping.
8. How can I contact customer service?
You can reach our customer service team through the contact form on our website or by emailing us at support@kopplen.com. We aim to respond to all inquiries within 24 hours.
9. Where do you ship to, and how long does it take?
Our warehouse is based in Canada and we ship to Canada and the United States.
10. How is my order shipped?
Orders are shipped via reliable carriers to ensure safe and timely delivery. You will receive tracking information to monitor your shipment’s progress once it has been dispatched.
11. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact our customer service team immediately. We will do our best to accommodate your request as long as the order has not yet been processed for shipping.
12. Can I place an order without creating an account?
Yes. You can place an order as a guest. However, we recommend creating an account if you’d like to check your order history, have your shopping basket items and payment details automatically saved for easy next shopping.
13. How should I store my power bank when not in use?
To extend the life of your power bank, store it in a cool, dry place away from direct sunlight. Ideally, keep it at a charge level between 20% and 80% for optimal battery health.
14. How often should I charge my power bank?
It's good practice to charge your power bank every 3-6 months if it's not used regularly. This helps maintain the battery's health and prevents it from going into a deep discharge state.
15. Can I use my power bank while it's charging?
Yes, most of our power banks allow you to charge your devices while simultaneously charging the power bank itself. However, this may generate heat and could affect charging efficiency.
16. What is the best way to clean my power bank?
To clean your power bank, use a soft, lint-free cloth. Avoid using harsh chemicals or abrasive materials, and ensure that the device is unplugged while cleaning.
17. Can I charge my power bank with any charger?
While you can use any USB charger to charge your power bank, we recommend using the charger that comes with it or one that meets the same specifications to ensure safety and efficiency.
18. Why is my power bank not charging my device?
If your power bank is not charging your device, ensure that both the power bank and the charging cable are functioning properly. Check the connections, and try using a different cable or port to troubleshoot the issue.
19. How do I know when my power bank is fully charged?
Most power banks have LED indicators that show the battery level. When fully charged, the indicator will typically turn either solid or change color, depending on the model.
20. Is it safe to leave my power bank plugged in overnight?
While many modern power banks have built-in protection against overcharging, it's generally best not to leave them plugged in overnight to avoid any potential risks.
21. What should I do if my power bank gets too hot?
If your power bank becomes excessively hot during use or charging, disconnect it immediately and allow it to cool down. If the problem persists, stop using it and contact customer support for assistance.
22. Can I take my power bank on an airplane?
Yes, most airlines allow power banks, but they must typically be carried in your carry-on luggage and not exceed a certain capacity (usually 100Wh). Always check with your specific airline for their regulations.
23. What charging cable should I use with my power bank?
To ensure optimal performance and fully utilize the capabilities of our power banks, we recommend using a charging cable with a minimum output of 20W. This helps facilitate faster charging times and ensures that your power bank can deliver its maximum output to your devices efficiently. Using a lower wattage cable may result in slower charging speeds and reduced overall performance, preventing you from getting the most out of your power bank.
24. My device is getting hot when charging, is this normal?
It's perfectly normal for your device to heat up during charging.
Generally, electronic devices can withstand higher temperatures than what feels warm or hot to human skin. Kopplen devices and chargers come equipped with built-in temperature sensors that help monitor and manage charging temperatures, ensuring that they remain within safe limits to prevent any potential damage.
Kopplen's cables and wireless chargers have undergone rigorous safety testing to ensure their reliability and performance.
