If you have already received a shipping confirmation email, this means the package has been picked up by the courier. Please contact them directly with the tracking number provided in your shipping confirmation email. They may be able to rearrange/readdress.

If you made an error entering your shipping address and the order has yet to be fulfilled, we may be able to make the change in time and adjust the shipping address prior to courier handoff. Please email the following to support@shoploba.com so we can best support you.

• First and Last Name
• Order #
• Email address associated with order
• NEW shipping address

Unfortunately we are unable to accept returns or exchanges due to food safe/hygiene reasons and the nature of products stored in Loba. 

Exchange/return policies are outlined on product pages prior to checkout and posted on our website, here.

­We are very happy to offer a 30-day warranty from date of delivery on all Loba Smart Pill Organizers.

If for any reason your Loba is non-functioning or defective,  email us right away at support@shoploba.com.

If emailing, please provide our team with the following:

• Order Number
• Date of purchase
• Email address associated with your Loba App account
• The make and model of your smartphone device
• Your smartphone's software version
• Describe the problem you are experiencing
• Please provide as many details as possible, including what troubleshooting you have attempted

You may be asked to provide further specific information, and our tech team will run through a troubleshooting procedure prior to deeming the device as defective and for a warranty replacement to be processed.

First, plug the device in. Loba will pulse BLUE to indicate it is searching for bluetooth. Next:

• From the Loba app, click on the hamburger menu
• Tap “My Loba”
• Select the “Connect Loba” button 
• Follow the prompts to connect to your Loba device. 
• Decide if you want to maintain your existing schedule or create a new one. 
• Choose your custom LED colours.
• If you have custom pill times, visit the Pill screen to assign colours to each custom pill.

You’re all set! 

Loba is a Wifi-connected device that sits on your home Wifi network. Bluetooth is used simply during onboarding to configure Loba on your home Wifi network. You only have to connect to Bluetooth when first connecting your Loba, or if you're changing Loba's Wifi network.

If you're having trouble with the Bluetooth connection, please check these steps below:

1) Ensure Bluetooth is showing as ON in your phone's settings
2) Make sure Loba is pulsing BLUE during setup. If not, unplug and plug Loba back in, OR press the Bluetooth button on the underside of the device once. Wait a few seconds and Loba will begin pulsing to indicate it is in Bluetooth pairing mode.
3) Press the circlular arrow on the apps' Bluetooth connection screen to refresh. Wait until it stops spinning, then click the down arrow on the dropdown.
4) If Loba is still not showing in the dropdown, go to your phone's Settings and scroll to the Loba app.
5) Ensure that Bluetooth is enabled in the Loba app settings. Return to the Bluetooth connection screen and try again.

During the setup process:

1) Double check the password credentials you entered to ensure they’re free of typos and errors.

2) Ensure that your phone is connected to your 2.4G or combined 5G/2.4G Wifi network. Note: Loba will not connect properly to a soley 5G network. 

3) The Loba app will request access to your Location in order to configure your device to Wifi. Please ensure that you allow the app access to your Precise Location, otherwise your Wifi network will not show in the dropdown.

As is industry standard, most smart home devices live on 2.4G Wifi frequencies.

Most home wireless networks have 2.4G and 5G frequencies combined on one WiFi login. If you do not see two distinct options to connect to on your phone, likely it's combined and you have nothing to worry about. Just select your WiFi network and continue on.

However, if your Wifi network has these frequencies split, please connect your phone to the 2.4G network before you set-up Loba.

Once Loba has successfully connected to Wifi, you can go back to the 5G on your phone, no problem!

If changing Loba’s Wifi network, please first go into your Bluetooth settings and “Forget this device”.

Go back to the app and re-start the “Connect Loba” process.

Only one Loba device can be assigned to one Loba app account at a time. If this Loba was previously associated with someone else’s account (ie. purchased second hand or passed on to you) that user must fully delete their Loba account via the app before you can register the Loba to you.

When Loba pulses BLUE - Loba is searching for Bluetooth.

When Loba turns solid BLUE - it has successfully connected to Bluetooth.

When Loba glows WHITE after being plugged in or during set-up - Loba has connected to your WiFI successfully.

What Loba pulses RED - Loba can't connect to WiFi. Your WiFi connection is either offline, has been interrupted, or you need to update your WiFi network in-app from the "My Loba" screen.

When Loba pulses BETWEEN two colours - it means you have set custom pills for the same time as another reminder, and Loba is telling you it's time to take both pills/sets of pills.

• First, check to ensure that you’ve selected a time for both morning and evening on the “My Schedule” tab. 
• Next, ensure you’ve added a pill to the pill screen and assigned it to either morning, evening, or a custom time. 
• Click on the hamburger menu on the top left. 
• Click on the gear icon to access settings.
• Ensure “Push Notifications” is selected.
• If all of these items are selected correctly, go to Notifications Settings on your phone. Ensure you’ve allowed notifications for the Loba app.

Once you’ve arrived to your destination, please login to the app. A notification will pop up asking if you'd like Loba to automatically adjust for your time zone.

Remember to do the same when you get home!