Returns, Warranty & Support

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Understand return policies, warranty coverage, and what to do if something goes wrong.

What’s included in Xplora warranty?

Each watch comes with a 1-year manufacturer’s warranty covering technical and firmware issues.

Can I return a watch if my child just doesn't like it?

Yes, returns are accepted within 30 days of delivery as long as the item is unused, undamaged, and in its original packaging. You'll cover return shipping unless the product is faulty or the error was Xplora's.

Is an Xplora watch a good birthday or back-to-school gift?

It fits well as a gift tied to a transition like starting school or a first walk/bike ride alone, since it functions as a kids watch phone rather than needing a full phone plan. Just remember an active Xplora Connect subscription is needed to actually use calls, texts, and GPS after gifting.

Why won't my watch connect to a network?

Xplora Connect runs on the AT&T and T-Mobile networks in the US, so check that your subscription is active and you're in an area those networks cover. If it still won't connect, the store's APN support page walks through checking APN, MCC, and MNC settings on the watch.

What's your return policy if the watch doesn't work out?

Returns are accepted within 30 days of delivery as long as the item is unused, undamaged, and in its original packaging. The customer covers return shipping unless the product is faulty or the error was Xplora's.

My watch won't connect or find a signal, what's wrong?

This is often an APN settings issue. Xplora's APN Support page walks through entering the APN, MCC, and MNC settings manually from the watch's Settings menu if the connection doesn't happen automatically, and you may need to contact your network for those exact settings.

How does Xplora compare to something like a Gabb Watch, Garmin Bounce, TickTalk, GizmoWatch, Apple Watch SE, Pinwheel, or just handing down an old phone?

Xplora is a GPS watch for kids that pairs hardware with the Guardian app and an Xplora Connect subscription on AT&T and T-Mobile, with no open internet, no social media, and no ads on the watch itself. It offers School Mode to switch off calls and location alerts during class hours, and location data is auto-deleted after 72 hours and stored on AWS in Dublin and Frankfurt. Whether that fits better than another kids watch phone or a hand-me-down phone depends on your family's needs around contacts, screen time, and network coverage.

What if I need to return a watch I bought for my child?

Returns are accepted within 30 days of delivery if the item is unused, undamaged, and in its original packaging. You cover return shipping unless the product is faulty or the error was Xplora's.

Can I return the watch if my kid just doesn't like it?

Yes, Xplora accepts returns within 30 days of delivery as long as the item is unused, undamaged, and in its original packaging. You cover return shipping unless the product is faulty or the error was Xplora's.

Can grandparents buy or gift an Xplora watch and set it up themselves?

The store data doesn't cover multi-guardian gifting setup specifics, but the watch and an active Xplora Connect subscription are what's needed to make calls, texts, and GPS work, and the account can be managed anytime after purchase.

Are there bundles or gift-ready options for a first smartwatch?

Xplora sells strap and frame packs like the Dream Pack and Harmony Watch Strap Pack for the X6Play, and Jungle Wrist Straps for the XGO3, which let a child personalize their watch and can make a nice add-on to a gift. Extended warranty coverage for a broken screen is also sold as a 12-month add-on.

Can I return the watch if my kid just doesn't take to it?

Yes, returns are accepted within 30 days of delivery as long as the item is unused, undamaged, and in its original packaging. You'll cover return shipping unless the product is faulty or the error was Xplora's.

Can I buy extended warranty coverage in case the screen cracks?

Yes, Xplora offers a pre-paid 12-month extended warranty for the X6Play or XGO3 that covers a broken screen with no deductible and no deduction for the product's age, and it applies worldwide.

Do I need to buy a separate charger if I have both an XGO3 and an X6Play in the house?

Yes, chargers are model-specific: the X6Play uses its own charger, and the XGO3 uses either a Pogo connector charger (Jungle Edition) or a Micro USB charger (original XGO3), so you'll need the correct charger for each watch.

What should I bundle with the watch if I'm giving it as a back-to-school gift?

Beyond the watch itself, popular add-ons include extra watch bands (like the Jungle Wrist Straps for XGO3 or the Dream Pack and Harmony Pack for X6Play), a screen protector, and a spare charger. These let a kid personalize their new kids smart watch right away.

Should I get the extended warranty or is the standard warranty enough?

Every Xplora watch already includes a 1-year limited warranty covering hardware defects. If you want protection against a broken screen specifically, with no deductible and coverage worldwide, the separate Extended Warranty add-on (prepaid for 12 months) covers that on top of the standard warranty.

Is it worth buying the extended warranty on top of the standard warranty?

Every Xplora watch already comes with a 1-year limited warranty covering hardware defects, not services or subscription. The extended warranty add-on is specifically for broken screens, prepaid for 12 months, with no deductible and no deduction for the product's age, and it applies worldwide.

My child's watch band broke, can I just buy a replacement band instead of a new watch?

Yes. Xplora sells individual replacement watch straps for the X6Play (in colors like Black and Blue) and extra strap options for the XGO3, so you don't need to replace the whole watch if a band wears out.

Should I add the extended warranty when I buy the watch as a gift?

Xplora offers a prepaid 12-month extended warranty for the X6Play or XGO3 that covers a broken screen with no deductible and no deduction for the product's age, on top of the standard 1-year limited hardware warranty. If the watch is going to an active kid, adding it at checkout is worth considering since the standard warranty doesn't cover accidental screen damage.

Will the X6Play fit my smaller child, or is it really only for bigger kids?

The X6Play is built for ages 7 and up and weighs 58g with dimensions of 51 x 42.4 x 14.7mm, a bit larger and heavier than the XGO3 (47.5g, 48.65 x 41.2 x 14.6mm) which is designed for ages 4-7. If your child has a smaller wrist or is younger than 7, the XGO3 is the better fit.

How do I know if I need the Micro USB charger or the Pogo charger for my XGO3?

Check the back of your watch: the original XGO3 uses a Micro USB port and needs the Micro USB charger, while the XGO3 Jungle Edition uses a POGO connector and needs the Pogo charger. The two chargers aren't interchangeable between those versions.

What's the Xplora Connect extended warranty and what does it cover?

The extended warranty is a prepaid 12-month add-on for the X6Play or XGO3 that covers a broken screen, providing a replacement of equal or better spec with no deductible and no deduction for the product's age, applicable worldwide.

Can I get a discount or credit if my child loses their watch?

Xplora offers a 'Discount Lost Watch' replacement option for the X6Play, which provides a discounted replacement unit if the original is lost.

How do I apply the screen protector on my kid's Xplora watch?

The X6Play and XGO3 screen protectors are flexible plastic film (not tempered glass) designed for easy application with a smooth, dust-free finish that self-heals minor scratches. They're made to be barely noticeable once applied and to add extra durability for active kids.

Will an Xplora smartwatch definitely work at my address before I buy?

Xplora Connect runs on the AT&T and T-Mobile networks, and standard shipping covers the continental US and Hawaii, with only the XGO3 shipping to Alaska; military APO/FPO addresses aren't supported. Coverage in your specific area depends on those carrier networks.

What is the 'Replacement: X6Play Approved Credit' product for?

This is a credit-based replacement option for the X6Play, intended for customers who need a replacement device already approved through Xplora's customer service process rather than a first-time purchase.

What does the Extended Warranty add-on actually cover?

The Extended Warranty is a 12-month pre-paid add-on for the X6Play or XGO3 that covers a broken screen with a replacement of equal or better spec, no deductible, and no deduction for the product's age, valid worldwide.

What does the extended warranty add-on cover that the standard warranty doesn't?

The extended warranty is a 12-month pre-paid add-on for the X6Play or XGO3 that specifically covers a broken screen, with a replacement product of equal or better spec, no deductible, and no deduction for the product's age, valid worldwide. The standard 1-year limited warranty covers hardware defects but doesn't include this broken-screen protection.

How do I know if I need the pogo charger or the micro-USB charger for my XGO3?

Check the back of your watch: the Pogo Charger works with the XGO3 Jungle Edition and is not compatible with the original XGO3 (which has a Micro USB port), while the Micro USB charger is not compatible with the Jungle Edition. Look for a tab on the port to confirm which one you have before ordering.

How much does it cost to replace a lost XGO3 or X6Play?

Xplora offers a 'Replacement: X6Play (Discount Lost Watch)' option specifically for the X6Play at a reduced cost if your child loses their watch. The store data doesn't list an equivalent lost-watch discount listing for the XGO3.

Is Xplora customer support available on weekends?

No. Phone support at +1 478 606 0554 runs Monday-Friday 12:00pm-6:00pm ET, and email support at support@xplora.com runs Monday-Friday 10:00am-6:00pm ET. The self-serve help center at support.xplora.com is available anytime.

If my child outgrows the XGO3, can I move up to the X6Play later?

Yes, that's how the lineup is designed to work: the XGO3 ($129.99) is built for ages 4-7, and the X6Play ($169.99) is built for ages 7 and up with a bigger screen, better camera, and more storage, so many families start with the XGO3 and move to the X6Play as their child gets older.

What if my kid loses their watch, is there a cheaper way to replace it?

Xplora offers a 'Replacement: X6Play (Discount Lost Watch)' listing specifically for this situation, giving a discounted way to get a new X6Play if the original is lost. Check the product page for current pricing and eligibility.

Is the extended warranty worth adding if I'm buying the watch as a gift?

Xplora sells a 12-month prepaid extended warranty for the X6Play or XGO3 that covers a broken screen with no deductible and no reduction for the age of the product, applicable worldwide. If you're gifting a watch to an active kid, it can be a useful add-on alongside the standard 1-year limited hardware warranty.

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