Frequently asked questions

Yes, you can try our air purifier for free for 30 days. If you're not completely satisfied, we'll provide you with a free 30-day return period. Simply contact us to get started. Book a call with our team to learn more.

Our trial program includes full access to all features and comes with complimentary shipping both ways. You'll receive a brand new unit with all accessories included. No credit card is required to start your trial.

During the trial period, our customer success team will check in with you to ensure you're getting the most out of your air purifier. We'll provide tips on optimal placement and usage patterns for your specific environment.

A HEPA (High-Efficiency Particulate Air) air purifier uses advanced filtration technology to remove 99.97% of particles as small as 0.3 microns from the air, including dust, pollen, pet dander, and other allergens.

Our HEPA filters go through rigorous testing to meet the highest industry standards. They're constructed with a dense web of fibers that create a maze for airborne particles to navigate. As air flows through the filter, particles are captured through a combination of interception, impaction, and diffusion.

Unlike standard filters, true HEPA filters must meet specific efficiency standards. We use medical-grade HEPA filters that are 50% more effective than standard HEPA filters, capturing particles as small as 0.1 microns with 99.99% efficiency.

Yes, you can upgrade or downgrade your filter subscription plan at any time. Changes will be reflected in your next billing cycle. Contact our support team for assistance with plan changes.

When you change plans, we'll automatically prorate any differences in cost. Upgrades will give you immediate access to additional features, while downgrades will take effect at your next billing date.

Our system maintains your filter replacement schedule regardless of plan changes. You can switch between monthly and annual billing at any time, and we'll adjust your pricing accordingly while maintaining your service continuity.

You can cancel your filter subscription at any time with no cancellation fees. We offer a 30-day return policy on all air purifiers. If you're not satisfied, return the product for a full refund.

To cancel, simply log into your account dashboard and follow the cancellation steps. You'll continue to have access to your subscription benefits until the end of your current billing period.

For hardware returns, we provide a prepaid shipping label and detailed instructions. All returned units undergo a thorough inspection process before refunds are issued, which typically takes 3-5 business days after we receive the item.

We recommend replacing your HEPA filter every 6-8 months for optimal performance. The frequency may vary depending on air quality and usage. Our smart indicator will alert you when it's time for replacement.

In high-pollution environments or homes with pets, you may need to replace filters more frequently. Our app provides real-time filter monitoring and will notify you when filter efficiency drops below optimal levels.

Each filter has an RFID chip that tracks actual usage hours and environmental conditions. This data helps our algorithm provide personalized replacement recommendations based on your specific usage patterns.

Yes, you can add special delivery instructions, preferred delivery times, or other relevant information when placing your filter order. Use the notes section during checkout.

For recurring orders, your delivery preferences will be saved for future shipments. You can update these preferences at any time through your account settings.

If you need to make special arrangements like leaving the package with a neighbor or in a specific location, our delivery team will follow your instructions precisely. We also offer delivery notifications via text or email.

Billing is handled automatically through our secure payment system. You'll be charged based on your selected plan (monthly or annual). All transactions are encrypted and secure.

We accept all major credit cards, PayPal, and Apple Pay. Your payment information is stored securely using tokenization and never touches our servers directly.

You'll receive an email receipt for each payment, and can access your billing history at any time through your account dashboard. Failed payments automatically trigger a retry system with email notifications.

You can update your email address in your account settings or by contacting our support team. We'll send a verification email to your new address to confirm the change.

For security reasons, changing your email requires confirmation from both the old and new email addresses. This prevents unauthorized changes to your account.

After changing your email, you'll need to use the new address to log in. All future communications, including order confirmations and support tickets, will be sent to the new email address.

Our support team is available 24/7 through chat, email, or phone. We provide comprehensive setup assistance, troubleshooting guides, and ongoing maintenance support for all Hawaa products.

Average response time is under 2 minutes for chat, 15 minutes for email, and immediate for phone support during business hours. After hours calls are routed to our on-call technicians.

All support interactions are logged in your account history, so you can reference previous conversations. Our knowledge base contains hundreds of articles and video tutorials for self-service solutions.

Yes, we provide comprehensive video tutorials, step-by-step guides, and interactive walkthroughs for setup, maintenance, and troubleshooting. All resources are available in our support portal.

Our tutorial library includes product demonstrations, advanced feature explanations, and seasonal maintenance guides. New content is added monthly based on customer feedback and common support questions.

You can access tutorials through our mobile app, website, or by scanning the QR code on your product. Many tutorials are available in multiple languages and include closed captioning.