Frequently Asked Questions — Everything you need to know about BIONNY 4.0
Welcome to our FAQ section — we're glad you're here and look forward to welcoming you as a customer.
We've done our best to answer the most common questions.
📦 Overview and general use
What's in the box:
Your order includes the BIONNY 4.0 band, a USB charging cable and a quick start guide. The full user guide is available in your confirmation email or in the app.
Who is it for?
Entrepreneurs, athletes, students, or anyone who wants to optimize their health. No technical expertise required.
Medical device:
No. BIONNY is a health tool for monitoring physiological trends. The data is informational and does not replace a medical diagnosis. All features are free forever after purchase.
📱 Setup and app
Which app?
QWatch, available on the App Store (iOS) and Google Play (Android).
How to connect?
- Enable Bluetooth on your smartphone
- Open the app and go to "Devices"
- Select Q Watch to pair and accept permissions
Compatibility: iOS (iPhone 8.0+ with Bluetooth Low Energy (BLE) support).
Syncing: You can sync with Apple Health and Google Fit from the app settings. Data syncing happens automatically every time you open the app nearby. Make sure Bluetooth is turned on.
If the issue persists: Contact our support for more information.
⚡ Battery life and charging
Charging frequency:
Once a day. The band can store multiple days (25+ days) of data in memory.
Analysis:
Biometric analysis (HRV, sleep, temperature, heart rate) cross-referenced with your daily habits.
🔒 Data privacy
Security:
Your data is encrypted and stored on secure servers, and is never sold to third parties. It is used solely to improve your customer experience.
🧼 Maintenance
Cleaning:
Use a soft, dry cloth. Avoid bleach, solvents and corrosive products.
Storage:
Store BIONNY 4.0 in a dry place to protect the battery. Do not expose the band to extreme temperatures (below -10°C or above 60°C).
📦 Shipping, orders, warranties
Order processing:
Processing within 24–72 hours with tracking.
Tracking number:
A tracking number is sent to you by email when your order ships.
Where to buy?
At getbionny.com
Returns:
Free returns within 30 days. The return policy is available in the full documentation and on the website for more details.
🛠️ Troubleshooting
In case of an issue:
First check our troubleshooting guide or contact our support team.
💳 PURCHASE AND ORDERS
Why buy from our website?
We take great care to ensure the security of your payments and the reliability of our services:
- 100% secure online payments via Stripe (SSL bank certification)
- Encrypted data: All your information is protected
- Responsive and expert customer service
- Thousands of customers already trust us
Support available 24/7
How to order?
Follow these steps:
- Cart: Review your selection
- Details: Enter your shipping and billing address
- Payment: Choose your payment method and receive a summary
Confirmation: The order is confirmed — you can print it or receive it by email with the order reference
Delivery times
After card or other payment method confirmation, the parcel is shipped within 24–72 hours. Parcels are delivered Monday to Friday, excluding public holidays.
Carriers
We partner with several reliable carriers: Canada Post, Purolator, FedEx.
Delivery options
Is a PREMIUM option available for faster order delivery?
Not yet. We currently offer only the standard delivery option. Express delivery may be added soon.
📦 DELIVERY AND RETURNS
What is my delivery time?
Generally allow 4–6 business days to Canada, except in exceptional cases (strikes, public holidays, customs, etc.).
Return and refund
Right of withdrawal: 30 days from receipt of order to initiate a return.
In accordance with Canadian Consumer Protection Laws: The right of withdrawal applies only to products returned in perfect condition.
What are your return conditions?
Before initiating a return, make sure your product meets the following criteria:
- Product in excellent condition: Unused, in original packaging
- Original packaging: The product must be returned in intact original packaging.
My product is faulty
If there's an issue with the product you received, contact us immediately.
What if I received the wrong product or a product is missing?
First check your packing slip and your parcel. If a product is missing or incorrect:
- Contact our customer service immediately
- Keep the packaging and labels
Canadian law applies
In accordance with Canadian Consumer Protection Laws, return or exchange cannot be made when the product has been used, worn or personalized.
💳 PAYMENT AND DATA PRIVACY
What payment methods do you accept?
We accept the most common credit cards: Visa, MasterCard, American Express. Afterpay and bank transfer are also available.
My payment was declined
This may be due to:
- Incorrect details: Check all information (card number, name, surname, CVV, expiry date)
- Insufficient balance
Blocked card: Contact your bank
Payment security
We use 256-bit SSL encryption for all payments. Your bank details are never stored on our servers. Our payment platform (Stripe) has a security level equivalent to that of banks.
🛎️ CUSTOMER SERVICE AND WARRANTIES
How do I contact customer service?
Our team is available Monday to Saturday by email and online chat.
Operating hours: 8 AM–6 PM (ET, excluding public holidays).
Response time: Maximum 24–48 hours.
Product warranty
24-month manufacturer's warranty against manufacturing defects and hidden faults.