Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 1-2 business days to receive your order. We're doing our best to deliver it promptly for you.

Question 2

How to track my order?

Accepted Answer

You will receive an Email with tracking information.

Question 3

Do you ship internationally?

Accepted Answer

No. We deliver only to Switzerland.

Question 4

I never got my order, what to do?

Accepted Answer

Please make sure you tracked your order from our Tracking page or Email. You can also contact us electronically.

Question 5

How can I determine the quality of my air?

Accepted Answer

Air quality is made up of various factors. The most important ones include temperature, relative humidity, CO2 levels, as well as potential "pollution" such as allergens, particles, VOCs & odors. These factors can be measured via the sensors in our devices, as well as with separate sensors, and optimized accordingly with our air handling devices.

Question 6

How do I know which air handling device is right for me?

Accepted Answer

The choice between an air purifier or a humidifier depends on several factors that should be considered.
Air purifiers: Remove dust, pollen, bacteria, viruses, mold spores and sometimes other pollutants from the air 
Humidifiers: Especially during the cold season, these devices are suitable for improving the relative humidity indoors (dry heating air)

Question 7

Evaporators, air washers, evaporators or nebulizers?

Accepted Answer

The choice between an evaporator or air washer, nebulizer or evaporator depends on what is the focus of your personal choice.

Passive humidifiers use natural evaporation to increase humidity. Equipped with an evaporator mat, which soaks up water and releases the moisture into the room air, these devices are energy-efficient, self-regulating and therefore ideal for continuous operation.
It should be noted that this type of humidification takes more time to increase the humidity in the room
Evaporator
Air washer
HYBRID

Active humidifiers are, on the one hand, nebulizers, which use ultrasonic waves to break down the water into fine mist, and vaporizers, which boil the water with a heating plate and release it into the room air as steam. These devices can increase the relative humidity within a short time, which is why it is recommended that they should only be used in a targeted manner when the room air is very dry. These devices are not suitable for continuous operation, unless the humidity is regulated by means of an integrated hygrostat.
It should be noted that this type of humidification requires more energy and the humidity should be regulated to avoid over-humidification.
Nebulizer (ultrasonic humidifier)
Evaporator

Result:
Evaporators and air washers: Slow, energy-saving humidification
Nebulizer: Fast, quiet moisturization
Evaporator: Fast humidification with heat and germ-reducing effect

Question 8

What happens to the minerals (lime) contained in the water during air humidification?

Accepted Answer

Evaporator, air washer, HYBRID: Natural evaporation causes limescale to stick to the evaporator mat and the inner parts
Nebulizer: The atomization of the water also releases minerals into the room air (please always use your BONECO nebulizer with the A250 AQUA PRO water filter, which softens the water and thus reduces limescale; Exception when using distilled water)
Evaporator: When the water boils, minerals remain in the evaporator tray as limescale deposits (please always use your BONECO evaporator with the A451 anti-limescale pad; Exception when using distilled water)

Regular device cleaning is essential for any humidification system

Question 9

Different types of treated water and how to use them with humidifiers

Accepted Answer

Suitable for humidifiers:
Distilled water
Demineralized water by osmosis

When using the previously mentioned types of water, the A250 filter cartridge can be dispensed with.
However, the use of the Ionic Silver Stick� is strongly recommended - even with treated water.
Although using it reduces the necessary frequency of descaling the humidifier, regular cleaning is still essential

NOT suitable for humidifiers:
Demineralized water by ion exchanger / salt-based descaling system
Water with dissolved ingredients (e.g. saline solution)

Question 10

Can fragrances/essential oils be used?

Accepted Answer

Essential oils may only be used in devices with an integrated fragrance container.
For devices that are not suitable for fragrances/essential oils, even a small amount is enough to damage the plastic.

Question 11

Where does the "plastic smell" come from?

Accepted Answer

The smell is completely harmless and is due to the fact that the device was packaged directly after production and the smell of new plastic could not escape completely. If you like, you can also put the device outdoors in the dry for a short time so that the smell can escape completely.

Question 12

Where can I get accessories for my BONECO device?

Accepted Answer

Accessories for BONECO devices can be found either directly on our website or at the respective dealer where you bought your BONECO device.

Question 13

Where can I get spare parts for my BONECO air handling unit?

Accepted Answer

Many spare parts require technical expertise and should only be replaced by experienced technicians. Otherwise, there is a risk of electric shock or fire. Spare parts are available to you through our partners or from us. Please contact our local partner or our Customer Support.

Question 14

What do I use to clean the surface / outer surface of the device?

Accepted Answer

The plastic outer surfaces of the appliances can be cleaned with a damp cloth. For coarser soiling, a little PH Neutral dishwashing detergent can also be used with the damp cloth.

Question 15

Visible sparks when plugging in the power cord

Accepted Answer

Please observe the order in which the device is connected to the mains and proceed according to the General.

Question 16

Power supply gets warm

Accepted Answer

The heat generation of a power supply in continuous operation is normal, as it cools itself through the case. Overheating protection is available.

Question 17

Power cable gets warm

Accepted Answer

Slight warming of the power cord during operation is normal and no cause for concern. However, if the cord becomes very hot or shows visible damage, please disconnect the device from the power supply immediately and contact customer service.

Question 18

Power cable / plug is damaged

Accepted Answer

Risk of electric shock! Stop using the device with the damaged cable and replace the cable

Question 19

Noise in the power supply

Accepted Answer

Power supplies can produce quiet noises because their transistors hold a charge. Due to manufacturing tolerances, this can be particularly noticeable for people with sensitive hearing in power supplies. Replacing the power supply is recommended if the noise is perceived as annoying.

Question 20

Which alternative power adapter is suitable for my device?

Accepted Answer

All our devices with external power supply work with 24V DC - Barrel Connector and Positive Center. If you choose a third-party power adapter, make sure it's a CE-certified replacement part that can meet or exceed your device's power(A) or power (W) requirements. For these requirements, please refer to the specifications in your device's manual. If necessary, please also contact our customer service.

Question 21

Which alternative power cord is suitable for my device?

Accepted Answer

Devices that have a pluggable power cable can be supplied with a standard cable. Here are 2 types in use: Steamers work with a 3-pin cable with an IEC connector (like most PC's), Airwasher and Air Purifier and fans work with a 2-pin cable with C13 plug. All other devices are hardwired - a damaged cable should be replaced by a technician. If you have any questions, please contact customer service or a specialist in the repair of electrical appliances.

Question 22

What other information can I find in the user manual?

Accepted Answer

Technical data, placement of the device and commissioning, operation, displays on the display, overview of functions in the app, pairing device with app, different operating modes, different modes, cleaning instructions, replacement of accessories

Question 23

I need to send my humidifier in for analysis/repair. What should be considered?

Accepted Answer

Please ensure that your humidifier, as well as any components such as evaporator mats, are completely dry before sending it in for analysis or repair. If the device is shipped damp, there is a high risk of mold forming inside. This can not only affect the function of the device, but also require additional cleaning or repair measures. 
Please remove any filter cartridge (A250) beforehand and do not send it along. Keep this open (not wrapped in plastic) to allow it to dry out. Then let the tank dry out before you ship it.

A dry submission helps to avoid mentioned problems, reduce processing time and avoid additional repair costs.

Question 24

What is the optimal relative humidity?

Accepted Answer

The optimal relative humidity is between 40% � 60%. Values that are too low cause dehydration of the skin and irritation of the eyes and mucous membranes. Values that are too high promote mould and dust mites. In both cases, bacteria have the opportunity to spread better.

Question 25

How can optimal relative humidity reduce the spread of viruses and thus susceptibility to pathogens?

Accepted Answer

Viruses are transmitted via so-called aerosols in the air. Therefore, a relative humidity of 40% to 60% is important, as the aerosols absorb the moisture, thus becoming heavier and falling to the ground. In addition, our mucous membranes are kept moist, which makes them better able to filter and fight off viruses.
While the humidity is below 40%, these viruses can stay and spread in the air. If the humidity is constantly above 60%, there is a risk of mold growth, dust mites and bacteria.

Question 26

What are the positive effects of professional air humidification?

Accepted Answer

Increases your well-being day and night
Prevents dry skin, scratchy throat and red eyes
Protects the mucous membranes from drying out
Reduces the time flu viruses and pollen can get "stuck" in the air as suspended particles
Creates a good climate for animals, plants, wooden furniture and musical instruments
Minimizes dirt particles in the room air

Question 27

Why is ventilation alone not enough for optimal relative humidity in the room in winter?

Accepted Answer

Since cold air cannot absorb much moisture, the indoor air becomes even drier when the windows are opened. Only fresh oxygen enters the room through the open windows, but humidity is lost to the outside through the outflow of warm, more humid room air.

Question 28

Why does the hygrometer in my device show a different relative humidity than an external hygrometer?

Accepted Answer

In the case of non-calibrated sensors, which are installed in humidifiers, measurement differences can occur within a certain range. Each sensor has a natural tolerance that can lead to deviations, which is normal for non-calibrated devices.
In the case of the built-in temperature sensor, the tolerance is +/- 5 degrees, while the humidity sensor is +/- 6%.
In addition, the location of the sensor (device and external hygrometer) is decisive, because depending on the position (height in the room, doors, windows, sunlight, shade, heating, air conditioning, ventilation, etc.), air currents and turbulences occur which influence the measurement result.

Example:
Humidity is given as a relative percentage, as the air can "absorb" more or less water relative to the temperature. This means that the same amount of water in the air results in a higher relative humidity at low temperatures than at high temperatures. As warmer air rises, a higher placed hygrometer can indicate a lower relative humidity than a device placed on the floor.

Question 29

Is a humidifier useful in a Minergie building (passive house)?

Accepted Answer

The use of a humidifier can also be advantageous in buildings with a controlled ventilation system. However, the correct placement (e.g. not directly next to ventilation openings) is crucial to maximise the effectiveness of the device, especially in Minergie buildings. Due to the continuous exchange of air, the effect of a humidifier can therefore be somewhat delayed.
For this reason, passive humidifiers such as evaporators or air washers are suitable for Minergie buildings, which have low power consumption and are suitable for continuous operation. When choosing an active humidifier, such as a nebuliser or evaporator, a device with an integrated hygrostat is recommended to avoid excessive humidity.

Question 30

How do I connect the device for the first time?

Accepted Answer

Please download the "BONECO healthy air" app from the Apple App Store or the Google Play Store.
Please make sure that both Bluetooth and location services are enabled on your smartphone.
Start the app and select your device (e.g. H300, H400 or W400) by clicking on it.
The setup screen will guide you through the pairing process step by step: 
Press the large black button on the device for at least 3 seconds until the LEDs flash blue or, depending on the model, "bt" appears on the device display.
If the pairing is successful, the app will indicate that the connection still needs to be confirmed on the device. To confirm, press the black button again and the device is paired with your smartphone.
Now you can control all the functions of your device. In addition, the app reminds you when cleaning is due, you can set timers, see the General for your device and conveniently buy accessories.
Ev. If an update for a new firmware is displayed, please download it to always benefit from the latest features

Question 31

My smartphone can't find the device

Accepted Answer

After each step, check if a connection can be established:
Please check whether Bluetooth and Location Services are enabled on your smartphone. 
Reset your BONECO device to its factory state by pressing and holding the black button on the device for about 30 seconds until the LEDs light up red or, depending on the model, "Fd" is displayed on the device display. 
Delete the BONECO app and reinstall it. 
Check if you have installed an antivirus that prevents you from connecting to Bluetooth devices and disable it.

If the problem persists, please contact our customer service. In order to analyze the problem as quickly as possible and process your request efficiently, we need the following information from you:
1. Device information of the BONECO device: This can be found in the app on the main screen or in the overview of all devices connected to the app. Select your device from "Settings" and then click on "Device Information".
2. Installed version number of the BONECO APP: This can be found in the app on the main screen or in the overview of all devices connected to the app. Scroll down to the bottom of the page, at the bottom right you will find the version number (example: V 4.53 B 192).
3. OS version of the smartphone used
4. Language settings of the smartphone you are using
5. Region settings or country of the smartphone used

Question 32

The app doesn't work & it can't connect to the device and you can't make changes. I am constantly logged out of the app. What can I do?

Accepted Answer

Make sure you have installed the correct BONECO app - the BONECO Bluetooth app with a blue icon. Using the SMART app (red icon) is not compatible with Bluetooth devices.Please check whether Bluetooth and Location Services are enabled on your smartphone.Reset your BONECO device to its factory state by pressing and holding the black button on the device for about 30 seconds until the LEDs light up red or, depending on the model, "Fd" is displayed on the device display.Delete the BONECO app and reinstall it.Check if you have installed an antivirus that prevents you from connecting to Bluetooth devices and disable it.Close all open apps and windows.If the problem persists, please contact our customer service. In order to analyze the problem as quickly as possible and process your request efficiently, we need the following information from you:Device information of the BONECO device: This can be found in the app on the main screen or in the overview of all devices connected to the app. Select your device from "Settings" and then click on "Device Information".Installed version number of the BONECO APP: This can be found in the app on the main screen or in the overview of all devices connected to the app. Scroll down to the bottom of the page, at the bottom right you will find the version number (example: V 4.53 B 192).OS version of the smartphone usedLanguage settings of the smartphone you are usingRegion settings or country of the smartphone used

Question 33

App crashes during update

Accepted Answer

Delete the BONECO app and reinstall it. 
Check if you have installed an antivirus that prevents you from connecting to Bluetooth devices and disable it.
Close all open apps and windows.

If the problem persists, please contact our customer service. In order to analyze the problem as quickly as possible and process your request efficiently, we need the following information from you:
1. Installed version number of the BONECO APP: This can be found in the app on the main screen or in the overview of all devices connected to the app. Scroll down to the bottom of the page, at the bottom right you will find the version number (example: V 4.53 B 192).
2. OS version of the smartphone used
3. Language settings of the smartphone you are using
4. Region settings or country of the smartphone used

Question 34

Why do I need to turn on Location Services for the connection?

Accepted Answer

Since 2018, Google has required the activation of the location service by default when connecting a smartphone to a Bluetooth device. Unfortunately, from a technical point of view, there is no alternative way to connect, as these guidelines are a mandatory requirement.
Of course, we do not evaluate location data - your privacy is very important to us.
However, you can allow the app to access your location so that we can show you the current weather (including temperature and humidity) at your location. This is not mandatory, you can also enter your location manually for the weather service.

Question 35

The app displays unusual values for temperature and humidity (e.g. 10% and 5�C) and/or device does not save settings for the desired target humidity

Accepted Answer

The internal sensor for measuring humidity and temperature has its own software. If it does not start completely, it can lead to falsified values in the app. Turning the device off and on does not reset the sensor, as it is a stand-by.
To completely reset the sensor and electronics, please unplug the device for at least 1-2 minutes (unplug the device). After that, the device should restart completely and display the correct readings.

In rare cases, it is possible that this process will not be successful. In this case, please contact our customer service, as it is probably a faulty sensor.

Question 36

Can Bluetooth be disabled?

Accepted Answer

No, Bluetooth cannot be turned off. However, it is "BLE" Bluetooth Low Energy, which emits extremely weak signals and is therefore nothing to worry about.

Question 37

How can °F be converted to °C?

Accepted Answer

The temperature unit is usually taken over from the existing settings on your mobile phone (Settings - Language & Region)

Question 38

Does the device work with Alexa, Google Assistant or other systems?

Accepted Answer

Yes, BONECO SMART devices support Amazon Alexa and Google Assistant. Activate the corresponding BONECO SMART skill in the respective app and connect your account.

Question 39

Can I control multiple devices at the same time in the app?

Accepted Answer

Yes, the app allows you to control multiple devices and to create scenes.

Question 40

Which smartphone operating systems are supported?

Accepted Answer

The app is supported by the latest version of the current smartphone operating system and at least two to three previous versions.

Question 41

How do I set up the device with the BONECO SMART app?

Accepted Answer

1. Download the BONECO SMART app from the App Store (iOS) or Google Play Store (Android).
2. Register with your email address.
3. Turn on the device and make sure it is in pairing mode (indicator light flashes rapidly).
4. Open the app, tap "Add Device" and follow the instructions.
5. Select your Wi-Fi and enter the password (only 2.4GHz Wi-Fi is supported).
6. Wait for the connection to be established.
Please refer to the General for the device. The user manual is part of the device packaging and can be downloaded from our website for each device. www.boneco.com

Question 42

Why doesn't the app recognize my device?

Accepted Answer

Make sure you have the correct BONECO app installed � the BONECO SMART app with a red icon. Using the Bluetooth app (blue icon) is not compatible with SMART devices.
Make sure the device is turned on and in pairing mode.
Check if your smartphone is connected to a 2.4 GHz Wi-Fi network.
Avoid using special characters in the Wi-Fi name or password.
Restart your router, device, and phone and try again.

Question 43

Can I use the device without internet?

Accepted Answer

Some features can be used locally via BLE, but most require an internet connection.

Question 44

Does the device support 5 GHz Wi-Fi?

Accepted Answer

No, BONECO SMART devices only support 2.4GHz Wi-Fi.

Question 45

Where can I find the voice commands?

Accepted Answer

All voice commands can be downloaded from our website www.boneco.com
The device-specific voice controls can be found and downloaded on the device page.

Question 46

How can I reset the WiFi connection of my BONECO SMART device?

Accepted Answer

Please refer to the user manual. All user manuals can be downloaded from our website www.boneco.com .
The device-specific user manual can be found and downloaded on the device page.

Question 47

Why do I need to turn on Location Services for the connection?

Accepted Answer

With the location service, the app can access and display your current weather data. These data are required to create weather-related scenes.

Question 48

How can °F be converted to °C?

Accepted Answer

In general, the temperature unit is taken from your mobile phone's existing settings (Settings / Language & Region).In the BONECO SMART app, you can choose between °C or °F under Profile / Settings / Temperature unit.

Question 49

Is my data secure?

Accepted Answer

Yes. Our BONECO SMART App uses modern security standards. Your data is transmitted in encrypted form and stored in a secure cloud. Access is intended exclusively for the operation of the devices and the app functions.

Question 50

Will my data be stored in the cloud?

Accepted Answer

Yes. To enable smart functions such as remote control, automation, and notifications, certain data is stored securely in the cloud. The data is encrypted and only used to provide the services of the app.

Question 51

Can the device be hacked?

Accepted Answer

While smart devices can theoretically be targeted, our system and cloud services are protected by multiple security layers such as encrypted communication, authenticated device-to-cloud connections, and regular software updates to minimize risk.
To further enhance security, we recommend:
1. Using a secure Wi-Fi standard (WPA2 or WPA3) with a strong router password
2. Setting a strong, unique password for your account

Question 52

How do I reset the device to factory settings?

Accepted Answer

Press and hold the main switch button for about 10 seconds until the indicator light flashes rapidly. Release the button to perform the factory reset.

Question 53

Who can I contact if the device is defective?

Accepted Answer

Contact customer service support@boneco.shop

Question 54

Voice commands don't work

Accepted Answer

1. Verify that the TUYA skill is enabled correctly.
2. Re-sync the devices with Alexa or Google Assistant.
3. Please follow the approved voice control commands according to our specifications.The device-specific voice controls can be found and downloaded on the device page.
4. Assign simple names to the devices in the Amazon Alexa or Google Home app so that the device is recognized correctly.

Question 55

How do I install firmware updates for my device?

Accepted Answer

Depending on your settings, the update will either be performed automatically or upon request if new firmware is available for your device.
1. Open the device in the app and go to the "Advanced Settings".
2. Select "Device Update" and follow the instructions.

Question 56

Can I create scenes or automations?

Accepted Answer

Yes, the app offers a scene creation feature and automations to control the devices.

Question 57

Desired relative humidity is not achieved

Accepted Answer

Due to the natural evaporation principle, more time is needed for the humidity to rise.                                                                                                                                                                                                                   The air circulation in the room is very high. Close doors and windows.
The device is placed near a poorly insulated window or door, which causes air circulation.
In the case of high rooms, wooden buildings and wooden furniture, the humidification of the indoor air takes correspondingly longer.
The windows are open, which allows cold and dry air to enter the room. Close window.
Do not do without shock ventilation.

Question 58

Air washer smells bad

Accepted Answer

The water has been in the water tank and in the water tub for a long time.
The device is not cleaned.                                                                                                                                                                                                                                     Accessories are used up.
Please refer to the General for the device. The user manual is part of the device packaging and can be downloaded from this website for each device under FAQ -> Manuals & Downloads.

Question 59

What accessories are necessary for an air washer?

Accepted Answer

The A7017 Ionic Silver Stick� prevents the growth of microbes in the water pan (changed 1x per year).                                                                                                    The AW200 evaporator mat is responsible for the natural humidification of the indoor air (cleaning every 2 weeks, descaling as required, change every 2 years).
We recommend the A7417 Calc Off Cleaner and Descaler for BONECO Humidifiers (descaling as needed).

Question 60

Can the AW200 evaporator mat be cleaned?

Accepted Answer

Yes, the AW200 evaporator mat can be cleaned either by hand or at max. 40 �C in the washing machine and thus has a lifespan of up to 2 years.

Question 61

Does an air washer filter odors from the air?

Accepted Answer

Air washers can contribute to the purification of indoor air, but they are primarily designed for air humidification.
For effective air purification and odor control, we recommend the HYBRID Humidifier & Air Purifier H700 device or one of our BONECO air purifiers.

Question 62

Device flashes red

Accepted Answer

Please refer to the General for the device. The user manual is part of the device packaging and can be downloaded from this website for each device under FAQ -> Manuals & Downloads.

Question 63

Do air scrubbers make noise during operation?

Accepted Answer

Air washers are extremely quiet in operation and only produce a gentle noise reminiscent of white noise. Models with an additional water tank work on the principle of a bird bath. Every now and then, there may be "gurgling" noises when water flows into the tub. These noises are perfectly normal and a sign that the device is working properly.

Question 64

Where do I place my vaporizer?

Accepted Answer

Please always place your vaporizer on a stable surface on the floor!
A vaporizer should never be placed on an elevated surface, as this can pose several safety hazards such as tipping over and the uneven distribution of the vapor!

Frequently Asked Questions