Customer Support | ChargePapa
ChargePapa · After-Sales Service
Customer Support
We’re a small team that takes support seriously. This page explains exactly how to reach us, what to expect, and how we handle warranty, returns, and shipping — no vague promises.
● Reply within 48h (business days)
Global coverage
Email + Video support
How to Reach Us
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Email
Primary support channel. Send your order number and a description of the issue.
info@chargepapa.com
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Live Chat
Available on-site during business hours (HKT). Use the chat icon at the bottom right of any page.
Mon–Fri, 11AM–6PM HKT
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Video Support
For complex installation or technical issues, we offer scheduled video calls. Request via email.
By appointment
| Request type | First response | Resolution target |
|---|---|---|
| General inquiry | Within 12 hours | Same response |
| Order / shipping issue | Within 24 hours | 1–3 business days |
| Technical / installation issue | Within 48 hours | 1–5 business days |
| Warranty / replacement claim | Within 48 hours | 3–7 business days |
| Return / refund request | Within 48 hours | Per refund policy |
Response times apply on business days (Mon–Fri, excluding Hong Kong public holidays). Emails sent on weekends will be answered the next business day.
How We Handle Issues
1
Contact us with your order number
Email info@chargepapa.com with your order number, a description of the issue, and photos or video if relevant. The more detail you provide, the faster we can help.
2
We diagnose and confirm
Our team reviews your case within 24–48 hours and confirms whether the issue is covered under warranty, requires troubleshooting, or qualifies for return/replacement. We may request additional information or schedule a video call for complex technical issues.
3
Resolution: repair, replacement, or refund
Depending on the issue and timeline, we will offer one of: remote troubleshooting guidance, a replacement unit, or a refund per our refund policy. We confirm the resolution path with you before proceeding.
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Closed & confirmed
We follow up to confirm the issue is resolved. If a replacement was shipped, we provide tracking. If a refund was issued, we confirm the amount and timeline.
Warranty, Returns & Refunds
Warranty Coverage
ChargePapa products are covered by a manufacturer warranty against defects in materials and workmanship. Warranty terms vary by product — see your product page or contact us for specific coverage details.
Returns & Refunds
We accept returns for eligible products within the timeframe specified in our refund policy. Refunds are processed per our policy terms. Please contact us before returning any item.
Shipping Time by Region （handling time excluded)
| Region | Estimated delivery | Notes |
|---|---|---|
| United States | 8 – 18 business days | DDP — duties included |
| European Union | 8 –18 business days | DDP — duties included |
| United Kingdom | 8 – 18 business days | DDP — duties included |
| Australia / NZ | 8 – 16 business days | DDP — duties included |
| Canada | 10 – 20 business days | DDP — duties included |
| Rest of World | 7–20 business days | Contact us for specific country availability |
⚠ Shipping times are estimates and may vary due to carrier delays, customs processing, or peak periods. For exact timelines and DDP coverage, see our Global Shipping page and Shipping Policy. All figures are for reference only — actual delivery times are governed by our shipping policy.
Global Support Coverage
ChargePapa ships and supports customers globally. Our support team is based in Hong Kong and handles inquiries in English. We support customers across North America, Europe, Australia, and Asia-Pacific.
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North America
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Europe
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Australia / NZ
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Asia-Pacific
Customer Experiences
Real accounts of the installation and support process — not just star ratings, but what actually happened.
Installation Experience
“I was nervous about the NEMA 14-50 setup but the team walked me through it over email with photos. Took about 45 minutes total. Charger has been running daily for 3 months without issues.”
— Verified customer, California, US · MRS-AP2
Support Experience
“Had a fault code appear after 2 weeks. Emailed support with a video. They diagnosed it within 24 hours and shipped a replacement unit. The whole process took 16 days from first email to receiving the new unit.”
— Verified customer, Germany · T4A
Customer accounts are representative of real support interactions. Individual experiences may vary. More reviews available on our product pages.
Need help? We’re here.
Email us at info@chargepapa.com — we reply within 24 hours on business days.