FAQs

INNOCN FAQs

To check order status and for cancellations

Use the Live Chat

CST 9:00-18:00 (Monday -Friday)

For after-sales and technical concerns

US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com

Missing Accessory after receiving the product

Please contact INNOCN Customer Service for further assistance. You can get in touch with them at the following email addresses:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be able to assist you in resolving the issue and ensure that you receive the missing accessory as soon as possible.

Where can I find firmware updates for Monitor?

There are no firmware updates at this time, if there are they will be listed on the product page.

Are there Firmware Updates possible for 32M2V?

There are no firmware updates at this time, if there are they will be listed on the product page.

VESA. Wall mount

You can choose the right vesa bracket according to the size of the monitor vesa bracket, please note: If the vesa bracket you purchased does not include screws, you may need to purchase hexagonal studs.
If you need more assistance, please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

Refresh Rate for 27G1H

Hi, I bought the 27G1H monitor but when I use it, it says that the refresh rate is 60hrz. The website says it's 240hz. Is there a problem with my monitor or is it something else?
Please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

What is the best professional monitor for photography?

You can download the monitor specifications from the product page.
Check the resolution, the refresh rate and your port requirements. Use the live chat to confirm the type of monitor you chose from the list of our monitors.

What is the difference between #XXXX and #XXXX?

Use the Live Chat.

What is the difference between LikeNew and Openbox?

Open Box is a refurbished Item with 6 months warranty and this item has been tested to be in good working condition. No scratches on the screen. You might find scratches at the back of the device. Scratches are slightly at the back, less than 1cm. Accessories included are charger, type-c cable and stand. Item Box is moderately worn.
Like New is a refurbished item with 6 months warranty. This item has been tested to be in good working condition and works perfectly. No scratch on the screen and at the casing. All accessories are included and the item box is in good condition.

I ordered my TV and it didn’t come with a remote control.

Some monitors do not have a remote control on the monitor itself, please check the product sheet according to the monitor model provided by the customer. If the product list mentions a remote control as an accessory, it means it is in the packing list. Otherwise, it is not.
If you need further assistance, please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

I was looking to buy the INNOCN 15.6" 4K OLED Portable Monitor - PU15-PRE but I see on the picture that it's only 1080p. Is that just a mistake?

We apologize for the inconvenience. This will be updated on our website. The INNOCN 15.6" 4K OLED Portable Monitor - PU15-PRE has a resolution of 3840 * 2160 (UHD)

Where do I download the user manual guide?

Please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

How do I adjust the brightness?

Portable monitor:
Step 1. Please press the power button of the monitor, a setting menu (On-display menu) will pop up.
Step 2. Press the up and down buttons to increase or decrease the brightness.
Step 3. Press the power button to confirm.
Computer monitor:
Step 1. Press any button to pop up the OSD menu.
Step 2. Press the 2/3/4 button to enter hotkeys for brightness setting/Volume setting/input switching.
Step 3. Press the up and down buttons to increase or decrease the brightness.
Step 4. Press the main menu button to confirm

Monitor OSD menu won't pop up

Please use the correct signal cable or Full-featured cable to connect the monitor to your device. Then press the power button and the OSD menu (On-display menu) will pop up. If no data/signal is entered into the monitor, the OSD menu will not pop up.

Can I watch a movie on my portable monitor?

Yes, please correctly connect with your device and monitor, and then please select "Movie mode" on the OSD menu. Movie mode for optimal viewing. Similarly, if you are reading with it, please select "Reading mode".

Always connected to an adapter?

If the monitor has a built-in battery, please remove the adapter when charging is complete. However, we kindly recommend that please connect the adapter if the monitor does not have a battery.

Do you offer extended warranties?

If you use the email address to access our official website, your monitor will automatically be covered by the warranty. If you didn't do so, please leave the order number and SN number on "contact us" page. We will help you register. Thank you!

Hello, I have a question about shipping to Singapore?

At the moment, we are unable to ship our products to Singapore. Our products are currently available for shipping to the United States, EU, and Japan.

How long does it take for me to receive my order?

Normally, it takes 1-2 business days for the shipment process to be completed. Once the shipment is processed, it usually takes 1 business day for us to update the tracking number. After the package is shipped and the tracking number is updated, you can expect it to arrive at your doorstep within 7 days.

Hello, I have a question regarding your return policy on open box monitors?

In the event that you encounter any issues with products or for any concerns regarding your purchased items, I kindly request that you reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
Japan: service-japan@innocn.com
They will be more than happy to assist you and provide any necessary support to resolve the matter promptly.

Is there a tax when shipping to the UK?

It is free shipping. However if you're ordering an item to be shipped to the UK, then you might need to pay an extra fee for the tax. As our warehouse in the EU is located in Germany.

Is there a warranty for refurbished items?

Open Box is a refurbished Item with 6 months warranty and this item has been tested to be in good working condition. Like New is a refurbished item with 6 months warranty. This item has been tested to be in good working condition and works perfectly.

Do you ship to Hawaii?

We apologize for the inconvenience. We don’t ship to Hawaii, Alaska and Puerto Rico.

Do you ship to Canada?

As much as we would love to, we don't ship to Canada. We only ship our products to US, EU and Japan.

Do you ship to Australia?

As much as we would love to, we don't ship to Australia. We only ship our products to US, EU and Japan.

Do you ship to the US?

We cannot ship to :Alaska, Guam, Hawaii, Puerto Rico, American Samoa, U.S. Territories, PO Boxes, and APO/FPO/DPO addresses. If you’re living anywhere else is US, good news we can ship to you.

What is the return process?

Please contact our customer service for the process. We will provide you a shipping label to return to our US/EU/Jp warehouse. We will ship a replacement or refund you after the product arrived in our US/EU/JP warehouse.
US: service@innocn.com
EU: support-eu@innocn.com
Japan: service-japan@innocn.com

Do I need to pay for the return of the products?

It is free. We will send you a shipping label to return the product.

When can we expect the refund?

The refund will be processed 1 to 3 business days after the completion of the return of your monitor.

How do I check the status of my order?

You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folder or contact us by email at service@innocn.com. You can also view tracking numbers once your order has shipped by logging into your customer account.

Why is my tracking number not working?

Occasionally, the tracking number will not work as the system processes and updates your information. We provide a tracking number as soon as a label is created, but it does not entirely mean the system has updated with details and may result in an error message. If this is the case, please attempt to Google Search the tracking number for best results. If you are still experiencing issues, we recommend waiting a day or two before checking again. If this continues to persist, we recommend reaching out to customer service for additional support.

Is there a customer contact number I can reach directly?

US Hotline: 855-669-0119 (PST 9:00 -17:00)

JP Hotline : 815050509696 (PST 9:00-17:00)

I wrote an email to your customer support a few days ago but haven’t received a response. What should I do?

Please feel free to contact our live chat for immediate assistance. Our support team is available to help you in real-time. Thank you for reaching out to us.

Hi I was wondering the status of my order

Our standard shipping timeline typically involves processing within 2 business days, followed by an additional 2 business days for tracking number updates. Once your item has been shipped, you can expect it to arrive within 7 days.

It shows that the product I’m ordering is available but it’s not allowing me to place the order.

If you encounter difficulties placing your order, it may be due to unavailability at the specified address. Please consider reaching out to our live chat support for further assistance.

Do you have any discount code for first time customers?

Yes, certainly. Kindly reach out to our live chat support for information on current promotions and available discount codes.

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FAQs