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Frequently Asked Questions


General FAQs

  • Where is the Headquarters located?
    • Our Office is located at the address below: 

      B-2-6, Medan Connaught Center Point, No.1, Jln 3/144a, 56000 Cheras, Federal Territory of Kuala Lumpur 

      If customers wish to walk-in to make purchase or enquire regarding warranty claims, please inform us through website or the company listed number 20 minutes earlier so we can prepare in advance.
  • Which block of the building Nove Marketing located?
    • We are located at second floor of Block B, row 05-06.
  • What is the company listed number and e-mail?
    • HP      : +6017-988 3635 
    • e-mail : customer.service@nove.my
  • What are the business days and operating hours?
    • Mon - Fri (9am - 5pm)
  • What type of payments are accepted in the store?
    • Our store accept cash payment, online banking, e-Wallet and buy now pay later options.
    • First time walk-in customer can enjoy free shipping and 10% off for all Shokz product (except OpenFit) if purchase through our website in the store.
  • How long is the Shokz warranty period?
    • Shokz offers a two-year limited warranty on all new headphones purchased from authorized retailers in most countries. Refurbished products purchased from authorized retailers are covered by a one-year limited warranty against manufacturer defects. Warranty period starts from the date of purchase.
  • How do I file my Shokz warranty?
    • For Malaysia Warranty Claim, please provide a copy of your receipt and a copy of the warranty card to our listed number so we can process as soon as possible.
  • What does the Shokz warranty covers?
    • The warranty covers manufacturer's defects. It does not cover misuse, loss, or theft.
  • Can I purchase in bulk?
    • Yes, we do receive bulk purchase inquiry, do send us your inquiry at info@nove.my
  • Who should I contact if I have further warranty inquiries?
    • Please do contact the company listed number or e-mail below: 

      HP      : +6017-988 3635 
      e-mail : customer.service@nove.my
  • Where do I locate the Shokz headphone's serial number?
    • If you purchased your headphones prior to 2021, your serial number will be on the warranty claim card inside the box or your serial number will be on the charging port of your headphones.
  • Is there any charges for warranty and return process?
    • Kindly take note there will be charges of courier fee if there’s a need for us to courier back the replacement unit:

      West Malaysia : RM10.00
      East Malaysia : RM30.00
  • How long will it take to process the item and how long will be delivered?
    • Shipping  : 1-3 days
    • Delivery   : 5-7 days
  • Why I can't use the 10% voucher on certain items?
    • Currently the voucher is not applicable for ongoing discounted items and OpenFit model only.
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Shokz Headphones FAQs

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  • What is the difference of OpenRun, OpenRun Pro, OpenRun Mini and OpenRun Pro Mini?
    • The difference between standard and mini is the size, mini is 0.83" smaller so it fits tighter if your head is smaller. The specifications of standard and mini are the same.
  • What is the sound quality difference between OpenRun & OpenRun Pro version?
    • OpenRun Pro has enhanced bass and longer battery life compare to non pro version.
    • OpenRun Pro's EQ can be controlled through the Shokz app.
  • How many EQ modes are there in the Shokz app?
    • OpenRun Pro has standard mode and vocal booster mode.
    • OpenFit has standard, vocal, bass boost and treble boost.
  • Are they waterproof? 
    • All of our headphones are water-resistant and sweatproof. Only OpenSwim model is waterproof and can be used for swimming. Check out the specifications listed for each product to ensure you’re choosing the right one for your use case.
  • Is Shokz bone conduction safe?
    • Bone conduction is a totally natural form of hearing. If you plug your ears and hum, you’re hearing through bone conduction.
  • Can others listen to what I'm listening?
    • No, whatever you are listening stays with you as our Shokz products value your privacy.
  • Is Shokz good for people with hearing loss?
    • Yes, Shokz bone conduction headphones can help those with hearing loss. Shokz headphones are designed to transmit sound waves through your cheekbones to your inner ear. This allows users to listen to the sound even with hearing impairment or hearing loss.
  • Can I return them if I don't like them?
    • Kindly contact the company listed number or e-mail below to inquire about return process

      HP      : +6017-988 3635
      e-mail : customer.service@nove.my
  • Can you use Shokz products for phone calls? 
    • Yes! All of our Shokz Bluetooth headphones can be used to make and take phone calls except OpenSwim.
  • Is there any Shokz headphones suitable for video calls and online meetings?
    • Any Shokz headphones with Bluetooth connectivity can be use for video calls but OpenComm is the best option for online meetings and video calls. The microphone is not detachable.
  • Do they have internal storage?
    • Only Shokz OpensSwim model comes with a 4gb internal storage. The rest does not come with internal storage.
  • How do I check my Shokz headphone's battery level?
    • You can use Shokz app to check the battery level or you can check the battery status by powering on your headphones and clicking volume+ or volume- while no music is playing. Audrey will say “Battery High,” “Battery Medium,” “Battery Low” or “Charge Me.”
  • Difference between Shokz and Aftershokz?
    • The product brand official name changed from Aftershokz to Shokz.
  • Do you have an app?
    • Yes we do have an app, search Shokz in Google Play Store or Apple App Store to download the app. Currently the app is only compatible with OpenRun Pro and OpenFit.
  • What does the water ratings mean?
    • IP 54:
      Dust protected, against water splashing from any angle, NOT WATERPROOF
    • IP 55:
      Dust protected, against stronger water splashing from any angle, sweatproof but NOT WATERPROOF
    • IP 67:
      Dust tight, no entry of dust, protected against the effects of temporary submersion in water (30 minutes / 1 meter), sweatproof but NOT WATERPROOF
    • IP 68: 
      Dust tight, no entry of dust, protected against the effects of permanent submersion in water (4 Meters), sweatproof and waterproof
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Play Osmo FAQs

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  • Which iPads and Fire tablets are compatible? 
    • Compatibility – Apple iPads: Compatibility coming later in 2023: iPad 10th Gen, iPad Pro 11” (4th Gen), and iPad Pro 12.9” (6th Gen)
      • Not compatible with the iPad (Gen 1 – 4), iPad Mini 1-3 and iPad Air 1.
      • The Reflector for iPad 2021 is required for the iPad Mini 6, Air 4, Air 5, iPad Pro 11" (Gen 1 – 3), and iPad Pro 12.9" (Gen 3 – 5).
      • The minimum iOS version needed is iOS 15.


    • Compatibility – Fire Tablets: Not compatible with the Fire 7(2022);
      • Fire HD 8 (8th, 10th & 12th Gen), Fire HD 10 (9th & 11th Gen).
      • The Kids & Pro models are compatible with cases removed.
      • The Osmo Reflector for Fire (2021) is required for the HD 8 (10th Gen), HD 10 (11th Gen) & HD 8 (12th Gen).
      • The minimum Fire OS version needed is 7.
      • Reading Adventure is not currently compatible with any Fire tablets.

        NOTE: Some Osmo games may only be compatible with select devices. Please refer to our complete compatibility list here for more information.
  • What do I need to play Osmo games on my compatible iPad and Fire tablets?

    To play any Osmo game, you will need:

    • A compatible device that’s connected to the internet. Osmo works with most iPads and selected Amazon Fire tablets. To confirm that your device supports Osmo, please see compatibility models above.
    • The appropriate Osmo base and red reflector for your device.
      • If you have a compatible Fire tablet and iPad, you need an Osmo Fire base & reflector.
  • How do I set up my Osmo?
    • iPad users: See our helpful step-by-step video here, or written instructions here.
    • Fire users: See our helpful step-by-step video here, or written instructions here.
    • To redeem digital games, see our helpful step-by-step video here.
  • What does Osmo do?
    • Osmo makes hands-on learning games in which players use objects in the real world to interact with the digital world shown on their iPad or Fire tablets.
  • What's unique about Osmo?
    • We believe children learn best from hands-on education. Osmo’s games are geared toward embodied learning, meaning our games teach abstract concepts by connecting them to objects and actions in the physical world. Osmo games promote embodied learning through physical-digital interactions.

  • What skills do Osmo games promote?

    • Coding (Coding Awbie, Coding Jam, Coding Duo)
    • Math (Numbers, Pizza Co.)
    • Drawing (Monster, Super Studio, Masterpiece)
    • Spelling (Words)
    • Fundamentals of Physics (Newton)
    • Spatial relational skills (Tangram)
    • World geography (Detective Agency)

      • In addition to teaching traditional subject matter, Osmo games foster social-emotional skills like problem-solving, creativity and perseverance

    • What age group is Osmo designed for?
      • Most Osmo games are designed for ages 5–12. Monster and Super Studio are appropriate for ages 4+.

        For younger children, we recommend the brand-new Osmo Little Genius Starter Kit, which includes four games designed specifically for kids ages 3–5. These games teach pre-reading, storytelling and fine motor skill development.

    • How does Osmo works with my device camera?
      • The Osmo Reflector bounces image of player’s game piece arrangement or drawing into the device camera. The Osmo app processes this image and recreates the image on the screen. Since Osmo uses a covered reflector, please place it in designated area. 
    • What happens if I lose or break a game piece, a red reflector, or the base?
      • For lost or broken game pieces: We’re happy to replace lost or broken game pieces free of charge, within reason, for the first 90 days. 

        For a lost or broken red reflector or base: Replacement reflectors and bases are available for purchase in our store.

    • What languages is Osmo available in?
      • The Little Genius Starter Kit games are available in both English and French.
      • The Genius Starter Kit games are available in English, French, and German.
      • The Monster game is available in both English and Spanish. Osmo Monster’s Spanish narrator is noted actor Jaime Camil of Jane the Virgin and Coco.
      • We currently do not offer narration in languages besides English for our other games at this time; however, you can opt to have on-screen prompts translated into Danish, Dutch, French, German, Italian, Japanese, Simplified Chinese, Spanish, Swedish, and Traditional Chinese by changing your device’s language settings.
      • We currently offer Osmo Words tiles for the standard western alphabet only.
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    Skross FAQs

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    • Which adapter is the right one for me?

      • The MUV World Adapters are specifically designed for 2-pole devices, whereas all other adapters in the current SKROSS® range can be used with both 2 and 3-pole devices.

      • Are you traveling to same or different countries often? You can be flexible worldwide with all the adapters and chargers from the world series. Alternatively, our specific country travel adapters are designed for the appropriate destination location.

      • Do you want to charge your USB device at the mains plug? All of our World Adapters are also available with USB variations or can be extended. Our product portfolio also offers just USB chargers.

        • You can also use our search function to decide quickly and easily which is the ideal product for you.

      • Why do I need a travel adapter? 
        • You will primarily need a travel adapter or travel plug when you travel to countries with a mains socket system that is different to your home country.
      • My SKROSS® adapter isn't working any more - what can I do?
        • In the majority of cases, this is caused by a burnt-out fuse, which you can easily change yourself. However, should the fault not be the result of the fuse, please contact us through the website
      • Despite all this, why doesn't my adapter fit?
        • There are some countries - such as India, Japan and Brazil that do not have a country-wide socket standard. In these circumstances, you may still find main sockets that are not compatible with modern adapters, especially in older buildings.
      • Replacement of the fuse
        • To replace the fuse, take a screwdriver or a coin, place it in the slot found on the bottom of the device and lightly turn it anti-clockwise. Remove the old fuse and place a fuse of the same size into the holder, then fix it back into the device. (Please note: UK features a flip closure that is simple to open with a screwdriver.)


          Required fuses:

          • World Adapters of the series EVO, MUV, Classic: Slow Blow Microfuse T 2.5 A - 250V AC
          • World Adapters of the series PRO: Slow Blow Microfuse T 6.3 A - 250 V AC
          • Country Adapters Switzerland: Slow Blow Microfuse T 10 A - 250 V AC
          • Country Adapters UK: Slow Blow Microfuse T 7 A - 250 V AC
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      Miko FAQs

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      • How does Miko 3 works?
        • After connecting to a secure Wi-Fi network, Miko 3 can interact with your child through voice commands and a simple touch pad. Miko 3's capabilities are as big as your child's creativity: ask our friendly robot to tell a funny joke, help with math or spelling, sing a lullaby or even dance. Explore the Knowledge World app for play-based learning and visit Miko 3's Game Hub for stories, quizzes, animal sounds and more.
      • What languages does Miko 3 support?
        • Your Miko 3 can interact, tell stories and play games in 8 languages from around the world. Choose from English, Spanish (Europe), Spanish (Latin America), Chinese. Italian, German, French and Arabic. 
      • How do I keep track of my child's usage and access privacy control?
        • The Parent mobile app is required during the setting up of your Miko product, which is a one time activity. Your child can continue using their Miko without the mobile app henceforth. 

          The mobile app is useful for the parents to keep track of their child’s progress, to make video calls to the child, and to install premium content through Miko Max subscription.

      • Is my child's data safe?
        • We respect your privacy which is why your data is end-to-end encrypted. Miko does not store your data on the company’s server or cloud. We do not share or sell your data to third parties. As a parent only you have full control over your child’s data. 
      • Are there any updates for Miko 3?
        • Our aim is to make learning fun, so we bring new updates to your Miko 3, which are available for download every 15 days. Of course you may choose to not update, but we suggest updating so your child gets new and fresh content. 
      • Do I need to buy a subscription to access content on Miko 3?
        • Miko 3 gets updated with new games and content every month for your child to have a wholesome fun & learning experience!

          To access additional and unlimited premium kids content you need a Miko Max subscription priced at $49 for 3 months, or $99 for a full year.

      • What kind of premium kids content can I access on Miko Max?
        • Miko brings the world’s best children’s content onto a single platform. Access unlimited content from the world-renowned app partners; Lingokids, Da Vinci Kids, Cosmic Kids, KidloLand, Tiny Tusks, Oxford University Press and Out of this Word. 
      • What is your warranty and return policy?
        • Your Miko 3 is covered by a one-year manufacturing warranty, in case of any manufacturing defects.
      • What additional benefits do I get with Miko Max?
        • Apart from premium content, you will be able to unleash your Miko 3’s unique capabilities by getting unlimited access to Miko’s multilingual capabilities. Additionally, you will also get a one-year extended warranty for a worry free playtime.
      • What's included in the Miko 3 packaging box?
        • Apart from your Miko 3 robot, the packaging box includes a manual and a USB to USB-C charging wire. You can use any adaptor to charge your Miko. We advise you to charge your Miko 3 using the provided wire only.
      • How long does Miko 3's battery life?
        • Miko 3 features moving parts and motors, which means its battery drains faster than one in a smartphone or tablet. However, we have designed Miko 3 to provide a robust battery life of more than 12 hours on standby mode and five hours of active gameplay.
      • Is it possible that Miko 3 could tell my child to do something dangerous like what happened with other voice assistants?
        • We are COPPA compliant and no data about any child can be hacked or decrypted. All content that your child engages with on Miko, including its responses to voice commands, has been reviewed by educators and child content experts who share our commitment to giving your child a safe (and fun) learning experience.