Learn about returns, warranty coverage, technical support, and solutions for common issues.
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.
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.
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 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.
What happens if my kid loses the watch or cracks the screen?
Xplora offers a Replacement: X6Play (Discount Lost Watch) option and a separate Extended Warranty add-on that covers a broken screen with no deductible and no deduction for the product's age. The standard 1-year limited warranty covers hardware defects but not accidental damage like a lost watch or cracked screen from a drop.
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.
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.
Has an Xplora watch won any awards or recognition?
Yes, the XGO3 has won a Mom's Choice Award, as noted in Xplora's own announcements.
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.
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.
What's a good add-on if I'm worried about my kid breaking or losing the watch?
Xplora offers an extended warranty add-on covering broken screens for 12 months with no deductible, and a separate lost-watch discount replacement option for the X6Play. These sit alongside the standard 1-year limited hardware warranty that comes with every watch.
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.
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.
More help topics
- Products & Features
- Safety & Parental Controls
- Subscription & Setup
- Durability & Care
- Ordering & Shipping
- About Xplora
- Accessories & Customization
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