Customer Service Policy

This Customer Service Policy applies to all interactions, services, and support provided by Wyze (hereinafter referred to as "we", "us", "our") through our official independent website, for all customers (hereinafter referred to as "you", "your") worldwide. Our core mission is to deliver a seamless, respectful, and solution-oriented service experience for every customer, upholding our brand promise of premium tech at affordable prices, paired with reliable, accessible support at every step of your shopping journey.

We are committed to treating every customer with fairness, transparency, and professionalism. This policy outlines the scope of our customer service, our service standards, your rights, and the guidelines for all service interactions. By accessing our website, placing an order, or using our products and services, you acknowledge that you have read, understood, and agreed to the terms of this Customer Service Policy in full.

Service Scope & Response Time


Our customer service team provides end-to-end support covering all aspects of your experience with Wyze, including but not limited to:

  • Pre-sales product consultation and purchasing guidance
  • Order processing, modification, and tracking support
  • Shipping and delivery issue resolution
  • Return, refund, and exchange assistance
  • Product installation, operation, and technical support
  • Policy consultation and complaint handling

Service Response Standards


  • Our customer service team operates Monday to Friday, excluding official public holidays. All valid customer inquiries submitted through our official website channel will receive a formal response within 2 business days.
  • For urgent issues related to order delivery, product quality, or payment exceptions, we will prioritize processing and provide a preliminary resolution plan within 1 business day of receiving your inquiry.
  • For complex cases requiring additional investigation (including but not limited to lost package investigations, product defect verification, and logistics exception handling), we will provide you with regular progress updates every 3 business days until the case is fully resolved.

Pre-sales Consultation Service


Our dedicated support team is ready to provide comprehensive pre-sales guidance to help you make informed purchasing decisions, including:

  • Detailed product specifications, function introduction, and compatibility guidance for our full range of smart home security cameras and devices
  • Customized advice for building your complete smart home security system based on your needs
  • Clarification of pricing, shipping terms, return and refund policies, and other transaction-related rules
  • Stock availability and order fulfillment timeline confirmation

Order-Related Service


We provide full support for all order-related matters, in strict accordance with our published Shipping Policy:

  1. Order Modification & Cancellation

    You may request to modify your order information (including shipping address, contact details, product quantity, or specifications) or cancel your order at any time before your order is shipped. All orders are processed and shipped within 1-3 business days after payment is confirmed; we cannot guarantee modification or cancellation requests submitted after the order has been handed over to our logistics carrier.

  2. Order Tracking & Delivery Support

    Once your order is shipped, we will immediately send a shipping confirmation with a unique tracking number to your registered email. Our customer service team can assist you with real-time tracking inquiries, delivery status updates, and clarification of the estimated 6-12 day global delivery timeframe.

  3. Logistics Exception Handling

    If you encounter delivery delays beyond the estimated timeframe, package loss, damage during transit, or incorrect item delivery, please contact our customer service team immediately. We will launch an investigation with our logistics partner within 1 business day, and provide a clear resolution plan (including re-delivery, reshipment, or full refund) based on the investigation results, in compliance with our Shipping Policy.


After-sales Support Service


We stand behind the quality of every Wyze product, and provide comprehensive after-sales support in strict accordance with our published Refund Policy:

  1. Return & Refund Assistance

    Our team will guide you through the full return and refund process, including return eligibility confirmation, return authorization application, return shipping guidance, and refund progress tracking. For all eligible returned products that pass our inspection, we will process your refund in United States Dollars (USD) to your original payment method within 5-10 business days. We will also clarify the return shipping fee liability based on the specific reason for the return, as outlined in our Refund Policy.

  2. Product Exchange Support

    For products with confirmed quality defects, shipping errors, or damage caused by our logistics partners, we can assist with product exchanges at no additional cost to you. Our team will coordinate the return of the original product and the shipment of the replacement item, with full tracking updates provided throughout the process.

  3. Product Technical Support

    We provide professional technical support for all our smart home security products, including step-by-step guidance for product installation, device pairing, function setup, and troubleshooting for common operation issues. Our team will provide clear, easy-to-follow instructions to help you resolve technical problems quickly, with additional escalation support for complex technical issues.

  4. Warranty Support

    For products covered under our manufacturer warranty, our customer service team will assist you with warranty claims, including defect verification, repair coordination, and replacement arrangements, in line with the applicable warranty terms for your product.


Complaint & Dispute Resolution


We take every customer complaint and feedback seriously, and are committed to resolving all disputes fairly and efficiently.

  • If you are dissatisfied with our products, services, or the resolution of an inquiry, you may submit a formal complaint through our official website customer service channel. Please provide detailed information about your issue, including your order number, relevant evidence, and your expected resolution, to help us process your complaint quickly.
  • We will formally acknowledge receipt of your complaint within 2 business days, and conduct a full, impartial investigation. We will provide a final resolution plan for your complaint within 10 business days of receipt.
  • We will not engage in discriminatory or retaliatory behavior against any customer who submits a legitimate complaint or feedback, and we will uphold your rights under applicable United States consumer protection laws at all times.

Service Guidelines & Code of Conduct


Our Service Commitments


  • We will provide accurate, transparent, and consistent information in all service interactions, with no false promises or misleading statements.
  • We will protect your personal information in strict accordance with our Privacy Policy, and will never disclose your personal or order information to unauthorized third parties.
  • We will listen to your needs patiently, and provide solution-oriented support without unnecessary delays or evasion of responsibility.
  • We will continuously optimize our service processes and product offerings based on your feedback and suggestions.

Customer Responsibilities


  • You must provide accurate, complete, and valid information (including order number, contact details, and relevant evidence) when submitting inquiries or requests, to help us resolve your issue efficiently.
  • You must communicate with our customer service team in a respectful and lawful manner. We reserve the right to suspend or terminate service for any customer who engages in verbal abuse, harassment, threats, malicious fraud, repeated unfounded complaints, or other inappropriate behavior that disrupts our normal service operations.
  • You must comply with all published policies on our website, including our Refund Policy, Shipping Policy, Privacy Policy, and Terms of Service, when using our services.

Policy Updates


We reserve the right to update, amend, or modify this Customer Service Policy at any time, at our sole discretion. All changes will be posted on this page of our official website, and will take effect immediately upon publication. Your continued use of our website, placement of orders, or engagement with our customer service after the policy update constitutes your acceptance of the revised terms. We encourage you to review this policy periodically to stay informed about our service standards.

Contact Us


If you have any questions, inquiries, or need assistance with any of the matters outlined in this policy, please contact our customer service team exclusively through the official customer service channel on our Wyze website.