Order FAQ

Shipment

Your order will be shipped within 48 hours in work days. If you place an order on Friday, weekends or holidays, your order will be shipped out on the next work day. You will receive a confirmation email containing your tracking number once your order has been shipped.

Yes, we ship drones to all countries except India, Vietnam, Qatar, Myanmar, Russia and Israel. Pure battery cannot be shipped to New Zealand, Qatar, Chile, Indonesia, Maldive, Singapore, the Philippines and Martinique.

We ship orders by DHL or Fedex, which usually takes 5-7 day.

Note, due to air transportation restrictions, it is recommended to purchase no more than two batteries per order. Otherwise, we have to ship your items separately, which would lead to a longer delivery time.

The price of our products listed on the HEQ store doesn’t include any import taxes/duties. Customers will be responsible for paying additional charges for customs clearance. Please contact your local customs office for customs policies.

Payment

We accept Paypal and Credit card payment. 

Payment failure could be caused by the settings of your credit card or payment account, such as your payment limit and available credit. Please verify this information first. Meanwhile, to ensure your payment safety, the banks and the payment platforms have other protection mechanisms. Transactions rated as high risk by this risk control system will be blocked automatically. If you are paying by credit card, please contact your issuing bank to see if they have deemed the transaction suspicious and blocked it from going through. If you can not solve your payment problem, please contact us via [email protected] for help.

For more questions about technical questions, please contact us at [email protected]ech.com.

Technical FAQ

Yes,you need.In order to ensure safe flight, the airspeed meter and compass must be calibrated before flying; after the aircraft is connected to the HEQ FLY APP, please enter the control settings to calibrate the airspeed meter and compass.

Position mode:drone can hover at a fixed point auto.

Altitude mode:drone hold altitude but cant hover at a fixed point.

We suggest new users to choose Position mode to fly.The Altitude mode is suitable for professional player.

Yes,it need.In order to ensure safety, please tighten the propellers before takeoff.

After opening remote control,the app will start within 7s automatically.

Under the premise of connecting to the Internet, when there is a new version, click the check update button and there will be a pop-up prompt to update; if there is no network connection, it will fail to update.

During the flight in fixed-wing mode, if a return is triggered (out of control behavior, geographic limitation, severely low battery, etc.),the drone will return to the home point in fixed-wing mode; if you need to cancel the return in the process, you need to press B Key twice(return home button) to release the home state.

During the fixed-wing flight, If the aircraft encounters strong winds, it may enter a dangerous attitude protection and switch from the fixed-wing mode to the rotor mode. If you want to re-enter the fixed-wing mode, you need to press the A button to reset the state, and then press the A button again to switch to the fixed-wing mode.

After opening the remote control,please follow the APP prompt to connect to WiFi, then you can see the map.

When using the battery for the first time, please use the power charger to charge it. After completing the flight, please put the battery in a shady environment and maintain the battery by charging and discharging every 2-3 months.

For more questions about technical questions, please contact us at [email protected]