Support Center

Ordering at www.aochuan.shop is fast, safe and easy — available 24/7. Add your items to the cart, follow the checkout steps, and we'll process your order right away.

Shipping is free on every retail order — no minimum order value and no handling fees. We deliver across North America, Europe, Asia-Pacific and most other regions. If your country can't be served, it won't appear in the country list at checkout, so you'll know before you place an order.

No — the price you see is the price you pay. Duties, import taxes and clearance fees for the destinations we serve are already included, so there is nothing extra to pay when your parcel arrives. We only ship to countries where we can deliver tax-inclusive, so if your country is available at checkout, your order total is final.

In-stock orders are dispatched within 48 hours (excluding weekends and holidays). Your tracking number usually updates 24–48 hours after dispatch while the parcel completes its first logistics leg, so an empty tracking page on day one is normal. You'll receive an order confirmation and a shipping confirmation by email — we keep emails limited to what you actually need.

Every unit is inspected by the AOCHUAN quality team before it leaves. Orders are fulfilled from the location closest to you — our facility in China, or our regional fulfilment centres in North America and Europe for faster delivery. We select the carrier that gives the best balance of speed and cost for your address (FedEx, UPS or DHL).

Most retail orders arrive within 7–14 days. Orders fulfilled from our regional centres usually arrive sooner. Delivery time varies by destination and customs clearance, so we can't quote one fixed number for every country.

We accept PayPal, Visa, Mastercard, Maestro, American Express, JCB, Discover, Diners Club and Klarna. All payments run over an encrypted connection — the icons at checkout show exactly which options are available in your country.

Absolutely. Begin with the Quick Start guide and the video tutorials on our Tutorial page, then follow the manual for your model. If you'd rather talk it through, our support team is happy to walk you through balancing, calibration and the app. Support hours are Sunday–Friday, 9:30 AM – 7:00 PM China Standard Time (UTC+8), closed Saturdays; emails are answered in order, typically within 24 hours.

Yes — every AOCHUAN product carries a 1-year warranty. If a quality issue appears during the warranty period, contact us and we'll make it right with a repair or a replacement. The warranty covers defects that appear under normal use, and covers damage that occurred during shipping. It does not cover accidental or human-caused damage, or faults caused by abnormal conditions such as extreme heat, high humidity or corrosion.

Subscribe to our email list and follow us on Instagram, YouTube, TikTok and Facebook for launch offers and seasonal deals. Buying in volume, or working as a reseller or distributor? Email us and we'll put together a quote.

Grant the app Camera and Microphone permissions in your phone's system settings (Settings → App → Permissions), and make sure the lens isn't covered. Still black? Close and reopen the app and re-pair Bluetooth, then try again.

Use the gimbal at room temperature — performance drops sharply in cold weather (avoid long use below 0°C outdoors). Run the motor calibration again. If the noise continues, record a video of the gimbal running with the phone mounted and tell us the temperature at use time.

① Turn off video anti-shake in the app first — it can interfere with tracking. ② Make sure the lens is aimed at the target face/object before tapping track. ③ In a multi-person scene, tap the specific person you want to lock. If it still fails, update the firmware and retry.

① Mount the phone on the gimbal first, then power it on. ② Run a calibration / motor calibration in the app. ③ Make sure the phone is clamped tight and roughly centered. If it's still unstable after calibration, send us a short video of the phone-on-gimbal in use.

Scan the QR code on the gimbal body or the product box to download the app for your model (App Store on iOS, Google Play on Android). If the code won't scan, search the model name in your app store. Supported: Smart S / X / XE / X Pro / X2 / X3 series.