Please provide the following information when you contact support to ensure a fast resolution:

1. What HDMI device are you using? (e.g., Xbox, PS5)
2. What is your TV model?
3. Could you please provide your virtual ID? You may find the Virtual ID from the App. Select the Fancy Sync Box > Tap the icon on the top right  > Tap Device Information > Tap the copy button beside the Virtual ID.
4. Could you please send a video of the issue?

By including this information in the contact form above, we can resolve your issue faster.

Please note that if your order status shows as 'On its Way', 'Awaiting Item' or 'Sender has despatched item', it is in transit and on track for delivery. The tracking link will update accordingly, and there is no cause for concern.

Our delivery times are approximate. We aim to process all orders within 1–3 business days after they are placed. Once processed, orders are sent to our distribution centers and usually ship the next business day.

• If your tracking link isn’t working, track your order directly: Track Order
• If it’s been 5+ business days since the expected ETA, contact us to investigate further.
• For related topics, see our delivery and tracking FAQ: Shipping & Delivery FAQ

Fancy Sync Box Issues - If you’re experiencing an issue, please try these steps to isolate it

1. Use an alternative HDMI device to see if the issue improves.
2. Reduce the resolution or change the color format (e.g., Dolby Vision, HDR, SDR).
3. Confirm you are using the provided HDMI cable.
4. Try alternative HDMI cables (HDMI 2.1 or 2.0, depending on your device) to see if the issue improves.
5. Adjust settings on your TV that may be causing issues.
6. If you are using an AVR or soundbar, try setting up without this device

LED Strip Issues - If you’re experiencing an issue, please try these steps to isolate it

1. Confirm the LEDs are set up in a 16:9 ratio, as per instructions, to ensure accuracy.
2. Ensure you cut the LEDs before connecting power to the Fancy Sync Box; if not, disconnect and reconnect the power.
3. If the LED strip is only lighting halfway, take a photo and contact support with this information.

Not Solved? Next Steps - Please provide the following information for all issues when you contact support to ensure a fast resolution:

1. What HDMI device are you using? (e.g., Xbox, PS5)
2. What is your TV model?
3. Could you please provide your virtual ID? You may find the Virtual ID from the App. Select the Fancy Sync Box > Tap the icon on the top right  > Tap Device Information > Tap the copy button beside the Virtual ID.
4. Could you please send a video of the issue?