Have questions about your AI cooking assistant, Simmr? Let us help you.
Frequently Asked Questions
If you're experiencing an issue with your Simmr device, please first check our
troubleshooting guide in the user manual or on our support website. For persistent problems,
contact our customer support team through email at support@getsimmr.com or by phone.
Please have your device serial number ready (located on the bottom of your Simmr) when
you reach out, as this helps us provide faster assistance.
The Simmr warranty covers manufacturing defects in materials and workmanship for a period of 2 years from the date of purchase. This includes the main unit, control panel, heating elements, and power components. The warranty does not cover damage from accidents, misuse, unauthorized modifications, or normal wear and tear. Accessories such
as the power cord have a shorter warranty period of 6 months. For warranty service, please contact our support team with your device serial number and proof of purchase.
To connect your Simmr to the app, download the Qzene app from the App Store or Google Play Store, create an account, and follow the in-app setup instructions. Ensure your Simmr is powered on and in pairing mode. For connectivity issues, try these troubleshooting steps:
1. Ensure your device is within range of your WiFi router
2. Verify you're connecting to a 2.4GHz network (5GHz is not supported)
3. Restart both your Simmr device and mobile phone
4. Reset your Simmr's network settings by holding the WiFi button for 10 seconds 5. Check that your app is updated to the latest version
If problems persist, please contact our technical support team with details about your router model and smartphone device for personalized assistance.
You can track your Simmr order by logging into your account on our website and visiting the
"My Orders" section. Alternatively, you can use the tracking number provided in your
shipping confirmation email by entering it on our website or directly on the courier's tracking
page. If you're having trouble locating your tracking information, please contact our customer
support team with your order number.
Standard delivery for Simmr devices typically takes 5-7 business days within the continental United States and 7-14 business days for international shipments, depending on your location and customs processing. We also offer expedited shipping options at checkout for faster delivery. Once your order ships, you'll receive a confirmation email with tracking information so you can monitor your delivery status in real-time.
To request a refund or return, please contact our customer support team within 30 days of
receiving your Simmr device. You'll need to provide your order number and reason for return.
Once approved, we'll send you a prepaid shipping label and detailed return instructions.
Refunds are typically processed within 7-10 business days after we receive your returned
device. Please note that the device must be in its original packaging with all accessories
included to be eligible for a full refund.
Our customer support team is available Monday through Friday from 9:00 AM to 6:00 PM
EST. We also offer limited weekend support on Saturdays from 10:00 AM to 4:00 PM EST.
For urgent issues outside of these hours, you can submit a support ticket through our
website, and our team will respond as soon as possible during the next business day.
Product based
If you're experiencing an issue with your Simmr device, please first check our
troubleshooting guide in the user manual or on our support website. For persistent problems,
contact our customer support team through email at support@getsimmr.com or by phone.
Please have your device serial number ready (located on the bottom of your Simmr) when
you reach out, as this helps us provide faster assistance.
The Simmr warranty covers manufacturing defects in materials and workmanship for a period of 2 years from the date of purchase. This includes the main unit, control panel, heating elements, and power components. The warranty does not cover damage from accidents, misuse, unauthorized modifications, or normal wear and tear. Accessories such
as the power cord have a shorter warranty period of 6 months. For warranty service, please contact our support team with your device serial number and proof of purchase.
To connect your Simmr to the app, download the Qzene app from the App Store or Google Play Store, create an account, and follow the in-app setup instructions. Ensure your Simmr is powered on and in pairing mode. For connectivity issues, try these troubleshooting steps:
1. Ensure your device is within range of your WiFi router
2. Verify you're connecting to a 2.4GHz network (5GHz is not supported)
3. Restart both your Simmr device and mobile phone
4. Reset your Simmr's network settings by holding the WiFi button for 10 seconds 5. Check that your app is updated to the latest version
If problems persist, please contact our technical support team with details about your router model and smartphone device for personalized assistance.
Order based
You can track your Simmr order by logging into your account on our website and visiting the
"My Orders" section. Alternatively, you can use the tracking number provided in your
shipping confirmation email by entering it on our website or directly on the courier's tracking
page. If you're having trouble locating your tracking information, please contact our customer
support team with your order number.
Standard delivery for Simmr devices typically takes 5-7 business days within the continental United States and 7-14 business days for international shipments, depending on your location and customs processing. We also offer expedited shipping options at checkout for faster delivery. Once your order ships, you'll receive a confirmation email with tracking information so you can monitor your delivery status in real-time.
To request a refund or return, please contact our customer support team within 30 days of
receiving your Simmr device. You'll need to provide your order number and reason for return.
Once approved, we'll send you a prepaid shipping label and detailed return instructions.
Refunds are typically processed within 7-10 business days after we receive your returned
device. Please note that the device must be in its original packaging with all accessories
included to be eligible for a full refund.
Customer Support
Our customer support team is available Monday through Friday from 9:00 AM to 6:00 PM
EST. We also offer limited weekend support on Saturdays from 10:00 AM to 4:00 PM EST.
For urgent issues outside of these hours, you can submit a support ticket through our
website, and our team will respond as soon as possible during the next business day.
