Shipping & Delivery

Where do you ship from?
We ship from our warehouses in Shenzhen, China and Hong Kong.

Do you offer international shipping?
Yes, we ship worldwide.

What are the shipping options and delivery times?

• Express Shipping: 2-3 weeks

• Standard Shipping: 4-6 weeks
  Delivery times vary by destination. You can view exact shipping costs and estimated delivery times for your country at checkout.

Do you offer free shipping?
Free shipping is available on orders over 400 USD to eligible regions. Shipping costs and eligibility are calculated at checkout.

Will I receive tracking information?
Yes, all orders include tracking. You will receive a tracking number via email once your order ships.

Returns, Warranty & Repairs

What is your return policy?
We offer a 30-day return window from the date of delivery. The item must be in new, unused condition with all original packaging. Return shipping costs are the customer's responsibility. Refunds are processed to your original payment method within 1 week of receiving the returned item at our facility.

What is your warranty policy?
We offer a 1-year warranty covering any manufacturing defects. The warranty does not cover damage resulting from misuse, accidents, or unauthorized modifications.

What if my SANDSARA needs repair after the warranty?
We provide lifetime service for any repairs your SANDSARA may need. Please contact our support team for service inquiries at any time.

Product Use & Care

Can I leave my SANDSARA on 24/7?
Yes, SANDSARA is designed and tested for continuous, 24/7 operation.

What power adapter should I use?
Please use only the 14V/3A power adapter provided with your SANDSARA. Using a different adapter may damage the device.

How do I change or refill the sand?

1. Carefully remove the glass cover.

2. Remove the existing sand.

3. Gently clean the sandbed with a clean, dry cloth.

4. Add new sand until it is 2-4 mm deep for optimal pattern detail.

5. Replace the glass cover.

What should I do if the metal ball stops moving?
Please refer to the troubleshooting section in your manual or visit our online support page for step-by-step guidance. If the issue persists, contact our support team.

App & Technology

Do I need the app to use SANDSARA?
No. SANDSARA is designed as a plug-and-play experience and will start with beautiful pre-loaded patterns. The app is required to customize lighting, create playlists, access additional patterns, and use advanced features.

What can I do with the SANDSARA app?
The app allows you to:

• Create and draw your own custom patterns.

• Customize RGB light colors and effects.

• Create and manage playlists of patterns.

• Sync patterns with time-based features (sunrise/sunset, etc.).

• Access and download new community patterns weekly.

Are new patterns free?
Yes! We release new, free patterns every week in the Community section of the SANDSARA app.

Is there a way to use SANDSARA without a smartphone?
Yes, you can enjoy SANDSARA's pre-loaded patterns without ever using the app. Simply plug it in.

General

How can I contact customer service?
You can reach our support team at hello@sandsara.io. We typically respond within 24-48 hours.

Do you offer gift wrapping or gift receipts?
We do not currently offer gift wrapping. All order confirmation emails serve as your receipt.

Are the products packed securely for shipping?
Yes, every SANDSARA is carefully packaged in protective, secure packaging designed for safe international shipping.