Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

General FAQs

Payment & Order

How to make the payment?

We accept the payment via Paypal/Visa/Mastercard/American Express/JCB/Discover/Maestro/Diners Club/Union Pay/Visa Electron/Cartes Bancaires.

Do you accept NET15/ MET30/ COD? How about the payment bt installments?

Sorry, we don't accept that. As online transaction, the all payment must be 100% paid before shipment. We don't accept NET15 or NET30. And there is NO payment by installment provided.
I entered the wrong shipping address. How do I update this?

You must contact us within 15 minutes of placing your order to update this info by emailing Please include your name, order number and the correct address for faster processing.

How long will it take to get my preorder?

Estimated shipping dates are listed on the preorder product page. We will ship as soon as the item(s) become available and you'll receive a tracking number via email. Ship dates are estimates and subject to change without notice.

Shipping Terms

When does the package shipped? How long is the expected delivery time?

Handling Time:1-2 business days.

Transit Time:2-6 business days in the United States.

2-8 business days in the other regions.

I'm located in USA, what carrier should I expected? And how long?

For USA, we offer free shipping, the reference transit time is 2-10 business days by USPS , UPS or Fedex from Maryland or California.
I'm outside USA, what is the carrier mailer?

For other countries or regions, free shipping for all orders, the reference transit time is 2-10 business days by DHL or Fedex.

Return & Exchange

How long is the warranty period?

Our company guarantees the new instrument on the material and technological qualification for this product within 18 months and the accessories within 6 months since the purchasing day, while consumables are not included in the guarantee. This warranty is inapplicable to the products undergoing any modifications, disassembles, refittings or self-repairings without the permission of our company. We're not responsible of the products damaged by accidents such as fire, thunder and lightning, flood and other disasters, intentional damage, improper installation and improper usage.

Please note: This limited warranty is the only warranty available for our products.

May I return the device unit if I don't like/ don't want to keep?

During the first 30 days after receiving your order, if you are not 100% satisfied with our service, feel free to return your device to us for a refund. Only the purchase on can return to us. Your payment card will be credited upon your receipt of the returned merchandise. Any item damaged due to reasons that are not included in the warranty cannot be qualified for a refund. If you are certain to return your orders, please contact us at
What is the return instructions?

1. Please contact our customer support via E-mail, or online chatting during our working hours.

    support mailbox:

2. Please take a photo about the goods to us in email. We must confirm the status of the goods.

We will give you a response within 12 hours during business days, we will give you a response within 72 hours if weekends. Our team will offer you return and exchange guidance according to your specific requirements. Kindly let us know your purpose, then we will provide you the returned address.

3. All goods (including all parts and attachments) must be returned to us via express delivery. Ship the product to the address we provide.

4. We will refund you once we confirmed your returned tracking number is valid. Payment means for refund: credit card, debit card, PayPal, after received the return unit.

We are dedicated to making our customers satisfied, and we encourage you to contact us if the product you have purchased does not meet your demands.


*Customers need to return products to an appointed address. We will provide you with information of returns via E-mail. Different country or region has a different returned warehouse. After receiving returned goods, we will arrange a full refund and email you.

*Orders for returns require order number to be written on the outside of the package.

Please inform us on your request of refund or return or exchange within 30 business days after you receive the goods.

*Customers should pay for the return shipment if the reason for return isn't a result of error. Please email us BEFORE you send back the items. We will refund you once we confirm your returned tracking number is valid. The processing time should be 2-7 business days. 

Can I exchange to another if I don't like what I paid?

1. If you don't like the unit you paid and the package have not shipped yet, we are glad to exchange to that one you want, but you need to pay if there is the price balances.

2. If the package was shipped, please refuse when it arrived to return and get what you what. The price balances and the shipment are buyer's bills.

3. Buyer already received the paid device but don't like, we may accept to exchange. But buyer need to pay for the return and new shipment, also the price balances if need.

When will I receive my refund?

Please allow 2-7 working days for us to process your returned product after it has been received. We’ll refund the price of the product (excluding all applicable shipping charges) upon receiving the return. 

Who pays for the return shipment?

Please understand that customers should pay for the return shipment if the reason for return isn't a result of error.

AI-ECG Analysis System

What is AI ECG?

AI-ECG is an intelligent electrocardiogram analysis system developed based on artificial intelligence and big data. combines ECG/EKG products with the AI-ECG analysis system to intelligently analyze ECG data and generate reports. By using clues invisible to the human eyes, this AI-ECG Analysis System is able to identify up to 17 kinds of ECG events.

How to use the AI analysis system?

Please refer to the following videos for ECG devices operation.
How to download my ECG data? 

1. Download data from a Windows computer

a. Insert the device disk.

b. Click the [Download] button and select [User].

c. After selecting the [User], click [Confirm] to download the data directly.

2. Download data from a Mac computer

a. Insert the device disk.

b. Click the [Download] button and select [User].

c. After selecting the [User], click [Confirm] to download the data directly.

For ECG Recorder:

Select the file starting with R in the [ER1] disk to download the data.

For 12-Lead Holter Monitor:

Select the [HolterECGData.dat] file in the [NO NAME] disk to download the data.

3. Note

a. Make sure your computer can access the device disk.

For Mac computers, you can find the disk on [Finder] or [Desktop].

For Windows computers, you can find the disk in [File Manager].

b. Do not change the file name of the disk.

How many ECG events are supported by AI analysis?

Wellue AI-ECG Analysis System supports to detect 17 kinds of ECG events as below:

  • Sinus Rhythm
  • Ectopic Rhythm
  • Sinus Tachycardia
  • Sinus Bradycardia
  • PAC(Premature Supraventricular Contraction)
  • PVC(Premature Ventricular Contraction)
  • Couplet of PAC
  • Couplet of PVC
  • PAC Bigeminy
  • PVC Bigeminy
  • PAC Trigeminy
  • PVC Trigeminy
  • Supraventricular Tachycardia
  • Ventricular Tachycardia
  • Atrial Flutter
  • Atrial Fibrillation
  • HRV