EVPAD TV Box FAQ

Yes. We are an authorized EVPAD distributor. Products purchased from this website are genuine and include customer-service support according to the order terms.

Our store carries models such as EVPAD 12P, EVPAD 12S and EVPAD 11P. Stock can change, so please check the All Products page for current availability.

Please visit the EVPAD 12P product page for current stock, plug options, package details and ordering information.

Our store does not charge a monthly subscription fee for the EVPAD device. You pay for the hardware when you order. Terms for third-party apps or services may be different and can change by provider or region.

EVPAD 12P supports output up to 8K. Actual image quality depends on your television, HDMI cable, display settings, network performance and the source material.

• EVPAD 12P: 4GB RAM, 64GB storage and an AI voice remote.
• EVPAD 12S: 2GB RAM, 32GB storage and a standard Bluetooth remote.

EVPAD 12P is better suited to customers who prefer more memory, more storage and voice-remote support.

We sell the International Version intended for use in supported global markets. Plug type, configuration and stock may vary by destination, so review the product page before checkout.

1. Connect the EVPAD box to your TV using the HDMI cable.
2. Connect the power adapter and turn on the device.
3. Select the correct HDMI input on your television.
4. Choose your language and connect to Wi-Fi or Ethernet.
5. Use the setup resources that match your EVPAD model.

Start with the EVPAD Download Center. Confirm your model before following any installation guide, and avoid files from unknown third-party sources.

Terms such as 6868HX may appear in older setup guides or searches. The correct setup method depends on the model and generation, so use the current Download Center first or contact support for model-specific help.

1. Restart the EVPAD box and your router.
2. Confirm that the network connection is stable.
3. Open another app to check whether the problem affects one app or the entire device.
4. Reinstall the supported version of the affected app when appropriate.
5. Contact support if the problem continues.

Both options can work. Ethernet may be more stable when the Wi-Fi signal is weak or frequently interrupted. Use the connection that performs best in your home.

Supported EVPAD models provide access to Google Play Store for commonly used apps. App availability can depend on the model, country and app provider.

The EVPAD interface supports multiple languages, including English, Simplified Chinese, Traditional Chinese, Japanese, Spanish, Vietnamese, Malay, Indonesian, Thai, Korean, Filipino and Portuguese.

The MAC address may appear on the label attached to the device. You can also look under Settings → About or the network-information section.

EVPAD 12P includes an AI voice remote. For reliable use, pair the remote correctly and keep the TV box connected to a stable network.

Install fresh batteries, keep the remote close to the TV box and follow the Bluetooth pairing instructions shown on screen. Pairing steps can vary by remote version.

1. Replace or reinstall the batteries.
2. Keep the remote close to the TV box.
3. Confirm that the box is powered on and the TV is using the correct HDMI input.
4. Reconnect the remote through Bluetooth settings when applicable.
5. Contact support if it still does not respond.

Check the power adapter, HDMI cable, television input, network connection and whether the issue affects one app or the whole device. Restart the box once before changing advanced settings.

Restart the box and router, test another network such as a mobile hotspot, and try Ethernet when available. If restarting continues, send a short video and your exact model to customer support.

A factory reset should not be the first troubleshooting step because it can remove settings and installed apps. Try basic power, HDMI, network and app checks first, and contact support when uncertain.

US, UK, EU and AU plug options may be available. Choose the correct type during checkout or contact support before ordering if you are unsure.

A TV box is hardware that can run compatible apps and services. Customers should follow local law and each service provider’s terms. Copyrighted content should only be accessed or shared with proper permission.

Orders are normally processed within 1–2 business days after payment confirmation.

• United States, Canada and Japan: supported local-warehouse orders usually arrive in 2–5 business days after shipment.
• UK, Singapore, Australia, New Zealand and other supported destinations: estimated delivery is generally 3–7 business days after shipment.

Times are estimates and can vary by warehouse availability, destination, customs and carrier conditions. Read the Shipping Policy before ordering.

Yes. Tracking information is sent after the parcel has been dispatched. The carrier may need some time before the first tracking update appears.

We accept major credit or debit cards, PayPal and selected digital payment methods shown at checkout. Payments are processed through secure checkout providers.

Possible reasons include incorrect payment information, insufficient funds, card-security checks or a bank restriction on international transactions. Recheck the details, contact the card issuer or try another supported method.

Eligible orders include a 12-month warranty for manufacturing faults. For assistance, provide your order number, EVPAD model, serial number and a short description or video of the issue.

We provide 30-day return support. Eligibility depends on the purchase date, product condition and the terms of the Return & Refund Policy. Contact support before sending anything back.

Contact customer support with your order number and reason for return. Wait for the return address and instructions before shipping. Eligible refunds are issued to the original payment method after the returned item is received and inspected.

Yes. Contact support with the model and problem details. Our team will review which troubleshooting or out-of-warranty support options are available.

Email: sales@evpadtv.com

WhatsApp: +852 5188 3539

You can also use the live-chat button on the website.

Please include your order number, EVPAD model, serial number when available, destination country, a concise description of the problem and relevant photos, screenshots or a short video.

You may leave a message at any time. Human response time can vary, but the team normally replies within 24 hours on business days. WhatsApp is recommended for urgent order or setup questions.