If there’s a problem with your FamilyWall Home Hub or you received a damaged or incomplete order, contact FamilyWall Support. Our team will review the issue and determine whether your Home Hub or an individual component is eligible for replacement.
Request a replacement
When contacting FamilyWall Support, please provide:
- Your order number
- The email address associated with your order
- A description of the issue
- Photos or videos showing the issue, when applicable
- Photos of the packaging if your Home Hub arrived damaged
Providing these details helps our team understand the issue and determine the appropriate next steps.
What happens next?
FamilyWall Support may first ask you to complete troubleshooting steps to determine whether the issue can be resolved without replacing the device.
If a replacement is needed, we’ll provide instructions for the replacement process. Depending on the issue, we may replace the entire Home Hub or only the affected accessory or component.
Do I need to return my original Home Hub?
If your original Home Hub needs to be returned, FamilyWall Support will provide return instructions. Please don’t send your device or any accessories back unless you’ve received instructions from our team.
Keep your Home Hub, accessories, original box, and packaging until your replacement request has been resolved.
When will my replacement arrive?
Once your replacement has been approved and shipped, you’ll receive shipping information so you can track its delivery.
If you have questions about the status of a replacement, contact FamilyWall Support and have your original order information available.