FAQs

How do I order SmartWings smart blinds?

1. Select your preferred style of blinds or shades.
2. Pick the series that suits your needs.
3. Select the measurements and other options you want and follow the guide to further customize your smart shades.

How do I measure the windows?

Confirm the type of blinds you choose, then read the corresponding instructions in How To Measure Guide.

How do I install the blinds?

Read the instructions in How To Install Guide.

How can I get measurement and installation services?

Our blinds are designed for easy installation, and most customers can handle it themselves. However, if your windows are positioned too high or if you encounter other installation challenges, we have partnered with Nationwide Blind Installation, Inc. (NBI) who are able to provide window treatment measuring and installation services anywhere in the United States.
Learn more in Measure & Installation Service.

What payment methods do you support?

We currently accept PayPal, major debit/credit card payments through Shopify Payment, Google Pay, and Apple Pay. In the future, we aim to expand our range of payment options.

Do you ship to my country and what are the shipping costs?

Yes, we offer free shipping for all products. If your order indicates that shipping is not available to your area, please contact our customer service team for assistance.

What is the return policy?

Customized products are non-refundable and non-exchangeable unless defective. Standard, unopened, non-customized products can be returned within 30 days of the shipping date.
Learn more in Return Policy.

What should I do if I accidentally place the wrong order or choose the wrong size?

You can cancel or modify your order within 24 hours after placing it, as production begins the following morning.

How can I check my order's status?

After placing your order, we send you an order confirmation e-mail. Once your order has shipped, we will send you the tracking information. 
Refer to this page for more Shipping & Delivery information.

Can I order larger or smaller sizes than the sizes listed on the website?

For sizes not listed on our website, please contact our customer service center for assistance with placing your order.

How can I order hardwired shades?

1. SmartWings hardwired motorized blinds are available with 12V DC or 110V-240V AC motors, eliminating the need for battery replacements or recharging.
 Refer to this page for more  Hardwired Shades information.
2.  If the shade series you are looking for is not listed on the above page, please contact our customer service team. 

Initial Preparation

1. Exit Sleep Mode

• Each motor is preprogrammed in terms of “Remote Pairing” and “Upper and Lower Limits” and placed in "Sleep Mode" to prevent accidental operation during shipping.
• To activate the motor, press and hold the programming button on the motor head until it jogs once. The motor is now active and ready for further setup.
• After exiting sleep mode, check the "remote control" section on the label to confirm the channel paired with the blind.

2. Motor Pairing

• Your motor comes pre-paired with the remote. Check the "remote control" section on the blind's label to identify the assigned channel.

Note: If you need to change the channel, follow these steps:.

• Remove the existing channel: Select the current channel. Press and hold the programming button on the motor head for 2 seconds (motor jogs once) to enter pairing mode. Then, press and hold STOP for 2 seconds (motor jogs twice) to remove the current channel.
• Add a new channel: Repeat the previous step to enter pairing mode. Press and hold STOP for 2 seconds (motor jogs twice) to pair a new channel to the blind.

3. Adjusting Limits

Note: It is not recommended to adjust the upper and lower limits for zebra shades, woven wood shades, and cellular shades as the fabric may not align properly after adjustment.

• Each motor has preset upper and lower limits. You can modify these limits if necessary (move the shade in 1-second intervals using the UP and DOWN buttons. After reaching the desired upper or lower limit, fine-tune the position in short increments with the UP and DOWN buttons).
• Upper Limit: Press UP and STOP for 5 seconds (motor jogs once). Move the shade to the new position. Press UP and STOP for 2 seconds (motor jogs twice) to confirm. Refer to the instruction manual for details.
• Lower Limit: Press DOWN and STOP for 5 seconds (motor jogs once). Move the shade to the new position. Press DOWN and STOP for 2 seconds (motor jogs twice) to confirm.

4. Troubleshooting

• If the red and green lights flash alternately, it indicates that the upper and lower limits are not set.
• If you choose the Hazel series of Cellular Shades, there will be no indicator light.
• If the remote's UP/DOWN is is opposite to the blind's movement, first reverse the motor direction: Press the P button on the back of the remote (motor jogs once). Press UP and Down together (motor jogs once). Then, set the upper and lower limits.

Smart Pairing

It is recommended to complete this step before proceeding with the installation, especially when the windows are positioned at a higher location, as this may cause inconvenience.

If you choose a motor with Z-Wave, HomeKit over Thread, or Matter over Thread, we recommend taking a photo of the motor's QR code before installation for future reference.

Note: The operation of entering pairing mode varies for different blinds, but the overall steps are the same: first, enter the pairing mode, then follow the instructions provided by the APP to complete the basic setup. Here we take Roller Shades with Matter Over Thread as an example.

• Enter the Pairing mode: Hold the P button for 6 seconds, and release it after jogging twice. The motor enters pairing mode when the Motor Red Light is on. (Entering the pairing mode is completed in approximately 90 seconds.)
• Add a Homekit Device: Scan the QR code, which is typically found on the bottom bar of the shade or on the top of the valance. (Please note that you need a compatible device to serve as a hub.)
• Personalized Settings: Follow the system's guidance to complete the personalized settings. Give the blinds a name, set up scenes for opening or closing, or schedule the blinds automatically. Any additional features available in the smart home system can be customized.

Shade Installation

• Locate the brackets on both the wall and the shade. Mark the points with a pencil to help determine the drilling position.
• Remove the installation brackets from the valance. Then, attach the brackets to the wall at the pre-marked spots and secure them with screws. Ensure that the installation is level; otherwise, it may cause the fabric to become uneven.
• Clip the blinds to the spring-loaded brackets. Installation finished.

Which Apple devices are compatible with the Thread or Matter motor?

Compatible devices include the HomePod (2nd generation), HomePod mini, and Apple TV 4K (2nd generation/3rd generation 128 GB). Please be aware that the HomePod (1st generation) and Apple TV (1st generation) do not support these motors.

What should I do if my Thread or Matter shows "not responding"?

- Close the WiFi and router and reopen them.

- Matter: restart all smart home hubs (Nest Hub (2nd gen), Samsung SmartThings, Alexa, HomePod mini, Apple TV 4K, etc) by unplugging and then plugging them back into power.

- If you choose hardwired shades or Hazel series of cellular shades, unplug then plug them back into power.

What should I do if my Thread or Matter motor shows "not responding" after a period of use and the previous troubleshooting methods do not work?

Method 1 (orders before May 2024):

Steps 1 and 2 are to power off the motor, and step 3 is to power it on again.

1. Press the P button on the back of the remote until the motor jogs once.

2. Press UP+STOP+DOWN together for about 5 seconds until the motor jog once.

3. Wait 10 seconds, repeat the step 2. Then the motor enters the working mode.

Method 2 (orders after May 2024):

Press and hold the P button on the back of the remote for 5 seconds until the motor jogs twice. After 10 seconds, the motor automatically enters the working mode.

What should I do if the shades show as "opening" in the app but do not respond and the red and green lights are flashing alternately?

- This indicates that the basic settings have not been properly configured. Please use the remote to set the upper and lower limits before using the smart control feature.

Where can I find the QR Code ?

If you choose Z-wave Motor, Homekit over Thread Motor or Matter over Thread Motor, the QR code is usually stuck on the valance or bottom bar. Read the guidance for Finding QR Code Sticker Placement.

Which Alexa devices are compatible with the Alexa motor?

2024 Echo Hub, Echo Plus 2nd Gen, Echo Show 2nd Gen, Echo Studio, Echo Show 10, Echo 4th Gen, Echo Show 8 (3rd gen), New Echo Wall Hub (Confirm that the spec of the Echo has a built-in Zigbee module. Note: Although Echo Show 5, Echo Show 8, and Echo Dot look like to the above devices, they are incompatible).

Why can’t the Echo 4th Gen support "Alexa, open/close the blinds" when it is paired with the Zigbee motor?

Echo 4th Gen doesn’t support direct voice control. You’ll need to set up a routine to control your shades via voice commands. For example, create a routine to close your shades when you say “Alexa, watching TV.” Once the routine is set, your shades will automatically respond to the command. Refer to this  video for more instructions.

Is there a Zigbee driver available for SmartThings users?

Absolutely! To download the correct driver for your SmartWings shades, log into your SmartThings account here and follow the steps until you reach the "available driver" page. Install the driver named "Zigbee Window Treatment Mc" to ensure compatibility with your SmartWings shades.

How can I charge the shades?

The motor can be charged while installed.  Charge it through the original USB-A to USB-C cable or through the solar panel.

What do the green/red lights on the charger mean?

LED light flashes red when it opens or closes the shade also indicates low battery.

LED light flashes green when it recharges the motor.

LED light turns solid green when the battery is fully charge.

Hazel Series: LED light turns orange when charging, and the blue light is on when fully charged.

Can the battery be overcharge the battery by leaving the charger on too long?

No. The motor and battery both have integrated overcharge protection circuits. No overcharging even if the motor is plugged in.

How often should I charge for the battery?

It takes 5-6 hours to fully charge the motor. Once charged, it can operate for approximately 600 cycles, which is about 6 months of typical use.
Note： Over time, the motor's battery capacity will decrease as it ages. Typically, after 5-6 years, the battery may still perform well but retain about 90% of its original capacity. 

What should I do if the green indicator light doesn’t blink during the Reset Device step when connecting to the Smart Link?

You can try selecting the "Blink Slowly" button and then confirm that the indicator is blinking before proceeding.

What is the difference between the 5-channel, 15-channel, and 9-channel remote?

1. Each channel on our remote can control one shade, so the 5-channel, 15-channel, and 9-channel remotes can control up to 5, 15, and 9 shades, respectively.
2. Please note that the 9-channel remote is only applicable to Levitate and Day/Night Cellular Shades, while the 5-channel and 15-channel remotes are compatible with all other shades.

Do I need a remote to program my blinds?

Yes, you need a remote to set the upper and lower limits before performing smart pairing. Without this step, your smart hub won’t be able to execute your commands.

Why am I unable to pair the remote to the motor?

1. Select the current channel first then pairing to the motor.
2. Pairing has a time limit. After holding the P button on the motor head until the motor jogs once, press and hold the STOP button on your remote within 2 seconds. The blinds will jog twice to confirm the pairing.

Can I pair multiple blinds to one channel on the remote?

Yes, you can. If you want to control two or more blinds with the same channel, simply select the channel and pair it with each blind you want to control.

What is channel 0 for?

All motors that are programmed to the same remote, automatically respond to channel 0. For example, on channel 0, pressing the up button will move all blinds that are programmed to that remote up.