Question 1

How to track my order?

Accepted Answer

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Question 2

Do you ship internationally?

Accepted Answer

Yes! We currently offer international shipping to selected countries and are gradually expanding our reach in partnership with our logistics providers.If your country does not appear at checkout, it means we do not yet have standard shipping set up for your location.What to do:Please contact our support team at sales@swonderglobal.com with the following details:• The product(s) you’re interested in• Your full shipping address• Your preferred contact information• We will review available courier options and get back to you as soon as possible.

Question 3

What is your return policy?

Accepted Answer

Please check our return/refund policy here.

Question 4

Device Not Charging

Accepted Answer

1. Check the Charging Port for ResidueSwimming pools commonly use chemicals such as copper sulfate (blue crystals) and calcium hypochlorite (chlorine tablets). Residue from these substances may accumulate on the charging port and cause poor contact.Solution:Gently clean the charging port using alcohol (isopropyl alcohol recommended).Allow it to fully dry.Attempt charging again.2. Inspect the Charging Cable PinsPlease check whether the pogo pins on the charging cable:Are recessedAppear burntAre damagedIf the charging cable is damaged, please contact customer support for a replacement or purchase an original replacement cable from our official store.3. Try a Different Charging CableUse another compatible 2-pin charging cable and charge the device for 3–4 hours.If charging is successful, the indicator light should change from red (charging) to green (fully charged).If the issue persists after completing the above steps, please contact our support team wecare@swonderglobal.com with your order number and a short video of the issue for further assistance.

Question 5

Device Will Not Power On

Accepted Answer

If the device does not turn on, please check the following:1. Check Battery StatusPress and hold the Power Button and observe the LED indicator.If a blue light turns on, the device has power.If there is no indicator light after holding the Power Button, the device may require service support.For verification, please record a short video showing the issue and share it with our support team.2. Ensure the Correct Button Is Being UsedSome users may accidentally press and hold the Volume (+ / –) buttons when attempting to power on the device.To power on correctly: Press and hold the center Power Button (located between the volume buttons).Blue Light Flashing Rapidly After Power OnIf the device shows a rapid flashing blue light (indicating low battery), but displays a green light when charging (indicating full charge), this may indicate a battery detection or internal system issue.Please contact customer support for after-sales service assistance.

Question 6

No Audio Output

Accepted Answer

If there is no sound from the headset, please check the following:1. Check for Internal Sound (Power Noise Test)With the device powered on, listen carefully to both sides of the headset:• If you can hear a faint electrical/static sound on both sides, the headset hardware is functioning.• If there is no sound at all from either side, the device may require after-sales service.Please contact wecare@swonderglobal.com for assistance.2. Check Volume LevelIf the headset hardware is functioning:• Press the “+” (Volume Up) button 10 times to ensure the volume is not set to minimum or mute.• Re-pair the headset with the transmitter.• Check whether audio is received normally.3. Verify Channel PairingPlease ensure the headset and transmitter are paired on the same communication channel.• If the channel pairing is incorrect, the headset will not receive audio from the transmitter.• Refer to the pairing instructions in the user manual, or contact support for guidance.

Question 7

Sound is Distorted or Intermittent

Accepted Answer

Possible Causes:• Environmental interference: Water depth over 2 meters or nearby electronic devices operating on the same frequency can affect signal transmission.• Channel conflicts: Only one transmitter per channel can operate within range. If another transmitter uses the same channel, sound may become unclear.Solutions:• Change the transmitter channel to avoid interference.• Restart the device to reset connections.After-Sales Support wecare@swonderglobal.com• 30 days replacement• Beyond these periods: Return to factory for repair

Question 8

Device Won’t Charge

Accepted Answer

Possible Causes & Solutions:1. Check the charging pin: If the pin is recessed or burnt, the cable may be damaged.Solution: Replace the cable. You can request a replacement or purchase from the official store.2. Try a new cable:Use a compatible charging cable and charge for 5–6 hours.Confirm if the blue light turns green, indicating full charge.

Question 9

Channel Connection OK, but Athlete Cannot Hear Any Sound

Accepted Answer

Troubleshooting Steps:1. Check the display: Look at the bottom-right corner of the screen.If two dots are flashing, the transmitter is in “Stop Transmission” mode.2. Test the antenna: Remove the antenna and connect the headset 3–5 meters away.If sound is transmitted normally, the antenna may be damaged and needs replacement.3. Check transmitter volume: The device may be muted.Solution: Short-press the volume “+” button to adjust volume.

Question 10

Device Won’t Power On

Accepted Answer

Troubleshooting Steps:1. Check if the device has power: Long-press the power button and observe the headset indicator light.If the red light turns on, the device has power.2. If the device has power but won’t turn on:• Long-press the power button again.• If no indicator light appears, the device may be faulty and requires after-sales service.• It’s recommended to record a short video showing the issue for verification when contacting support.

Your cart is empty

Frequently Asked Questions

Country/Region

Country/Region

Your cart is empty

Frequently Asked Questions