covid-19

Are you open for business?

We remain open for business while the majority of hohemers are working from home. The safety of all customer is paramount and will always come first. We will continue to support all hohemers to the best of our ability.

What COVID-19 precautions are you taking during this time?

We’ve made sure all recommended procedures are implemented within our warehouse while continuing production without delays. Our warehouses are being cleaned more frequently and rigorously, we’re following advice from the World Health Organization and local health authorities and all our packaging staff have uninterrupted access to hand sanitiser and personal protective equipment where required and relevant.

Appreciate our customers—— Free Shipping

We are working hard to put health and wellness at the front of everything we do. Thank you for supporting our business, So we can continue to contribute to creating better products for you. 

Now the shipping time is affected by the epidemic, so we have updated the free shipping policy over $ 69. We truly appreciate our customers and we are sending hopes of health and safety to you all. Please feel free to reach out if you have any questions.

payments & vouchers

How do I pay for my order?

We accept all major credit cards (including Visa, MasterCard, American Express, Discover, Diners Club and JCB), PayPal, Alipay, Apple Pay, WeChat Pay, etc.

How do I get my subscription code?

Once you subscribe to our newsletter, your welcome coupon code will be emailed to you. Please check your spam/junk folder if you do not find it in your inbox. Your coupon will expire few days from the day it is issued, and cannot be combined with any other offers.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. If you have more than one code, please apply whichever saves you the most now and hang onto the other for your next purchase!

Are there taxes and duties?

All international orders are subject to customs and duty fees as defined by the country of import. These fees are not included in your order and shipping total. Hohem assumes no responsibility for duties incurred on discounted or promotional items. All fees must be paid by the parcel recipient. 

By placing an order, you authorize hohem to import your product on your behalf and agree to hohem delegating the import of your products to a third party. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

Do I have to create a hohem account to shop?

An account is not required in order to shop from our site. But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!

shipping & delivery

When will my order ship?

Our products usually ship within 2-4 business days (do NOT include weekends or holidays). Please be patient my friend, sometimes it will take about few days to be processed by the logistics.Once the tracking number is available, you will receive a shipping confirmation via email!

Where does hohem ship to?

North America, Europe and Asia Pacific.

How are shipping rates calculated?

Standard shipping is a flat rate of $9.99 USD. Orders over $69 USD are eligible for free shipping! Just make sure your subtotal reaches the limit. 

Expedited shipping is a flat rate of $14.99 USD. Choose it if you have special needs for time!

What shipping methods are available?

We have two shipping options:
Standard (7-14 business days): ship through local logistics, such as 4PX, usps, postnl, etc.
Expedited (3-7 business days): ship through international Express, such as DHL, FedEx, UPS, etc.

Where does hohem ship from?

We have two shipping warehouses: American Warehouse and Shenzhen, China Warehouse.

For orders with addresses in the US, we usually choose to ship from the US warehouse. And will be delivered within 7 business days.

For orders in other regions, we will ship directly from the place of origin. Please refer to the shipping option you selected for delivery time.

The shipping warehouse may change due to the destination and product inventory.


Why does my tracking number have no update?

We create your tracking label after your package has left our factory. Usually logistics will take 2 bussiness days to process. The tracking information on the website will not be updated until the package takes the flight to your country.

Tracking states my order was delivered, but it wasn't. Where is my order?

If tracking states your order was delivered, please first check with neighbors, building managers, and other folks in the area to see if they may have received your hohem package. If the address is accurate and you're still not able to locate your order, contact your local post office to see if they might have it. Sometimes orders accidentally get marked as "Delivered" even though they are waiting at the post office or are still in transit. If logistics is unable to locate your order, please email store@hohem.com and our Customer Care Team can help!

orders

How can I check the status of my order?

You will receive a confirmation email once your order has been placed and then again once your package has shipped. This second email will contain any tracking information you need to keep an eye out for your hohem products. For any further questions, please feel free to reach out to us at store@hohem.com

How can I track my order?

Will I get a reminder email before shipment?

Yes, you will receive a reminder email, order confirmation, and shipping notification before your shipment arrives. You can also log into your account anytime to view and track your upcoming shipment.

Can I change the shipping address for my order?

If you notice a mistake in your shipping address, please notify our support team right away by emailing us at store@hohem.com, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are unable to change your shipping address after the shipment. That being said, please always double check your shipping address before submitting your order.

Can I cancel my order after I’ve placed it?

Our cancellation policy allows you to cancel any gimbal within 24 hours of placing the order. And if your product has already shipped we do not offer cancellation or modification. So sorry for any inconvenience!

I received my package and have a problem!

Oh we’re so sorry! We do our best to get your order to you in perfect condition, but please understand that mistakes can happen. As your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our support team by emailing us at store@hohem.com within 7 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to best assist you.

returns & exchanges

Return Policy

Product purchased from hohem.com is eligible for return within the first 7 days of receipt. We hope you love your purchases, but if for any reason you do need to process a return we require authorization, please contact Customer Care Team at store@hohem.com with your order details before sending any return.

What if the product I received is damaged? Can I get a replacement?

Yes! We are more than happy to replace a non-artificially damaged product with the same item within 7 days of receiving it. Please just send us an email at store@hohem.com. And please make sure that the product and packaging are intact and scratch-free.

I bought hohem product from Amazon. Can I exchange it?

Unfortunately, our Customer Care Team is unable to assist you with any hohem purchases made at Amazon or other distributors. Please reach out to seller for more information on their return policy.

register & warranty

Do I need to register my product?

No. All hohem warranties are automatically kept track of in our system. So there is no need to register your product. 

Do your products come with a warranty or guarantee?

Yes, all our products have a one-year warranty that guarantees quality. Each item is subject to it's own timeframe and terms and conditions, please check this page to get more information.

How do I make a warranty claim?

All products purchased from hohem.come with a one-year hassle-free warranty. If you believe that your product is defective and you are the original purchaser, please contact us via the feedback form below and let us know what we can do to help you. So we can get this sorted out for you right away. 

This page is for you to reach out to us when you have issues with your product or to quickly help resolve any other issue you’re experiencing. We apologize in advance for whatever inconvenience your hohem purchase may have caused.

It may save you time to first troubleshoot issues by going to our Product Support page or looking at Instruction Manuals before filing a warranty claim.

Process a Warranty Page

I bought my hohem product from a friend. Is it still covered by warranty?

No, unfortunately our warranty is provided to the original purchaser only and isn't transferable.

product

Bluetooth connection

How to connect the gimbal via bluetooth?

1. Download and install the APP (which can be found on Google Play and App Store).2. Open the bluetooth, then open the APP and select the corresponding model to connect.

Fail to connect Bluetooth

Gimbal doesn't connect with my smartphone,it says "device not found" and the bluetooth light is on only for 2 seconds when i turn on the gimbal?

1.- Make sure the APP you've downloaded the correct APP, on your smartphone, please turn on the Bluetooth and GPS signal.
2.- Mount and balance your smartphone or camera before turning on the gimbal.
3.- To connect, enter directly to the APP and select your Gimbal Model. Please do not connect it to the smartphone bluetooth, just the APP.
The Bluetooth light ONLY on when the gimbal is connected with App successfully, otherwise the Bluetooth light is off.

When im going in to bluetooth settings it shows that its connecet with it, but when i trying to go in the App and pair it its not happening, how can i do?

This issue was due to the bluetooth channel of the smartphone is already occupied.Please note that the bluetooth should be connected directly on the App, rather than in the smartphone bluetooth list.Please enter into your smartphone bluetooth list, cancel and delete the bluetooth signal.Then try to connect the gimbal on the App via bluetooth.

Vibrate

Why does the gimbal keeps vibrating after turning on?

It's possible that the smartphone is not well mounted and balanced on this gimbal, that's what causes the vibration of this, please make sure the smartphone is well mounted and balanced on the gimbal, otherwise, this can hurt the motors.

Turn on

How do I turn on the gimbal for the first time?

Before turning on the gimbal, make sure you have your device well mounted, adjust the knobs based on every device's weight, try this until this gets well balanced.

Fail to turn on

Fail to turn on the gimbal?

1. Please check if the power button is defective.
2. Please check if your gimbal is fully charged (tap the shutter button once to check the battery status).
3. Please be noted that the gimbal is not able to power on while it is charging.

Inception

How to use Inception Mode?

1. Power on the gimbal after mounting and balancing the smartphone.
 2. Tap the mode button 4 times.
 3. Adjust the orientation of the smartphone and control the joystick left and right.