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    • FAQ
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    • Copyright center
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  • self-service

Buying Guide


Shoping guideline

Payment:
In KOOCAN's official website, it provides the third party payment, such as Paypal, Alipay, but currently we do not accept delivery on cash.
 
Payment instructions:
Generally, the products added into the shopping cart will be kept for 2 hours,or otherwise the order will be canceled automatically. The order status will change depending on the rules of certain promotion activies when it comes to the periods of promotion.
 
The time of validity to make payment online is 48 hours, or otherwise it will be canceled automatically.The order status will change depending on the detials of certain promotion activies when it comes to the periods of promotion.
 
Delivery:
The delivery supplier for KOOCAN is the third party.
Users can check the order status from My Order.
 
Delivery time:
Orders will be deliverd in 2-4 days after submitting.
It usually takes 3-5 days to deliver to the North America area. 
For Canada area, normally 3-7 days.
Activiation card is electronic product. By making payments using credit card or PayPal, you can receive the card number and password through your registrated email address in 10 seconds after the payment.
 
Please buy it through KOOCAN's official site.

After-sales policy


FAQ

1、Error*** "Play failure, please exit and retry" appears on the screen. 
"You can try to change the channel and exit the operation, to see if it can recover quickly . If it can not restore, please provide the box serial number. We will immediately deal with and give you a reply later.
 
2、Error***  "Play failure, please change to another channel to try" appears on the screen.
"You can try to change to another channel and exit the operation, to see if it can recover quickly. If it can not restore, please provide the box serial number. We will immediately deal with and give you a reply later.
 
3、Error***  "Please check the network" appears on the screen.
Maybe your box is not connected to the network. Please try to re-insert the network cable to confirm if the network line is normal.
 
4、Error*** " limited area, please contact the dealer of the purchase place " appears on the screen.
"What kind of channel do you buy the box? And what is your current location? What is the location of the box you buy? The box must be used at the place of purchase, otherwise it can not play normally."
 
5、The frame of ** section **video is frozen  , with no sounds
"You can try to switch channel to see if it can recover quickly If it doesn’t work , please provide your serial number. We will immediately deal with and give you a reply later.
 
6、Error "request failure" appears on the screen.
"Are you using the TV box or APP? Please provide the serial number of the box. We will immediately deal with and give you a reply later.
 
7、Error  "Program list acquisition failed" appears on the screen.
Please provide the serial number of the box. We will immediately take care if the problem and get back to you ASAP.
 
8、Error "Product cannot be used" appears on the screen.
Please provide the serial number of the box. We will immediately take care if the problem and get back to you ASAP.
  
9、** section ** video appears blurred screen
10、 ** section ** video is not clear and fluent.
11、 ** section ** non-synchronized sound and picture.
12、 ** section ** content cannot be displayed

      May I ask are you watching online VOD or live playback?
If it is live playback, please try to switch channel, exit and re-entry, switch the source, to see if  the problem can be fixed.
      If the problem cannot be fixed, (confirm the forum of fault, episode number, time period, program name)
Please provide the serial number of the TV box. We will immediately deal with and get back to you later.
 
13、Is it possible to watch TV while recording?
KOOCAN box has the function of playback, so you can view the previous episode directly.

14 、The displaying is not smooth, it is recommended that the users to choose the definition to smooth the film.
Your suggestions have been fed back to the product sector. We will continue to optimize the product. If you have any question, you can join the cool fans QQ community: 152894536 to give us feedback.
                  
15、Is it possible to add some Hong Kong plays(or operas, health ...)?
Thank you for your suggestions. We have recorded. KOOCAN will continue to add more programs.
   
16 、** section ** content is missing (missing picture)
Thank you for your feedback. We will be following up this issue and get it fixed ASAP.

17、YouTube selected program can not be played. What is the prompt information?
Feedback to the product terminal.
 
18、Is there any animation (or other) program?
KOOCAN video is a authentic mobile video application created by KOOCAN team for overseas Chinese users, covering the latest hottest movies, TV series, micro-film, variety, animation, news, entertainment, live, on-demand and other special services. You can click cartoon on the APP navigation bar to see the animation area.
 
19、The episode has been played. When will it be updated?
Your question has been fed back to the content team and we will deal with it as soon as possible.
 
20、Is there any TVB episode? Where can I watch them?
KOOCAN aims to provide genuine video content to users around the world. Your requiremets have been recorded. We will continue to introduce more contents to meet your satisfaction.
 
21、Is there any Korean program?
KOOCAN aims to provide genuine video content to users around the world. Your requirements have been recorded. We will continue to introduce more contents to meet your satisfaction.
 
22、Can you upload more programs?
KOOCAN is designed to provide genuine video content to users worldwide. All of KOOCAN's contents must be authorized. We will continue to introduce more contents to meet your satisfaction. We have to maintain genuine interest. Hope you will understand.

Notes:
There are many questions about the play. The customer service will deliver the problems to the operation and maintenance department in unify, then give answers to the customers after processing.
 
The definition selection has been included in the Q2 product iteration program, 2017 Q2 delivery
 
Record the contents of the prompts and feed back to the product terminal.
 



Novice problem

On-line shopping mall
 
1、How to pay after selecting a commodity?
KOOCAN official website supports Paypal and credit card payment.
 
2、Is cash on delivery supported?
Sorry, cash on delivery is not supported for the time being.
 
3、The box has been added into the shopping cart,  but it disappears in reopening.
KOOCAN products in the shopping cart are usually effective for 2 hours. It will automatically shut down when expires. Please readd them into the shopping cart.
During the event, the timeliness of ordering is subject to the details of the event
 
4、I have made the order but I can not find the goods in my order.
Online orders are normally effective for being paid within 48 hours. The orders will be automatically closed after expiration. Please place your order again.
During the event, the timeliness of the payment is subject to the details of the event
 
5、I have paid. How is the product distributed?
KOOCAN logistics provider is the third-party courier delivery. You can check logistics progress in my order.
 
6、When will the box be received after order?
"it will be delivered 2-3 working days after the order.
Delivery through a third party delivery system to your designated place in North America will usually take 3-5 working days.
As for Canada, it usually takes 3-7 working days after shipment. "
 
7、When will I get an activation card when I place an order?
Active card is an electronic product. If you pay through the credit card or PayPal, you can receive the card number and password through your registered mailbox 10 seconds after the purchase.
 
8、Can I cancel the order? How to operate?
"Paid order can be submitted to cancel application within 24 hours.
1. You can call KOOCAN by phone or email to request cancellation.
2. If the product has not yet been shipped, we will accept your cancellation request and arrange a refund. The amount of the refund will deduct the transaction cost of the credit card and paypal (ie 5% of the price of the goods).
3. If the product has been shipped, we will not accept the cancellation request. "
 
 Product consultation

9、What is the difference between the different versions of the box?
The function of the box is the same. The main difference lies in the included service fee, such as the basic version with a one-year service fee and the enhanced version with two years service fee.
Pricing may be changed if necessary
 
10、How does the box service work when it expires?
When the service expires, please purchase the activation card for continuation service.
 
11、I am a Malay user. I would like to ask if there is restricted area?
KOOCAN video has no regional restrictions in Malaysia. It is authorized by the CIBN country Guangdong Founder, you can see at anytime, anywhere, with no copyright concerns. We will continue to optimize the product. If you have any questions you can join the cool fans QQ community: 152894536 to give us a feedback.
 
Returns, maintenance    

12、If I am not satisfied with the goods, how to return it?
Customers who purchase the KOOCAN products have 7 calendar days to return the item without a reason from the date you received it. As to KOOCAN products with quality problems, you will have 15 calendar days from the date you received it to exchange items. As to non official products of KOOCAN(invalid serial number), items beyond the warranty period, caused by artificial damage, with incomplete accessories or packages which will affect the secondary sales, we will not provide return or exchange services.
 
 
13、Can it be replaced if there is a quality problem with the box?
If there is any quality problem, KOOCAN will change the product free of charge for you within 15 days from the date you received it. As to boxes and accessories, you can go to the nearby KOOCAN Experience Store and complete the replacement service together with the after-sales staff.
As to goods with man-made damage, we do not change. "
 
14、If the box (or accessories) is broken, how to apply for after-sales maintenance?
We provide free maintenance for non-artificial product damage within 1 year. For more than 1 year, you can enjoy a lifetime service, but you have to pay a small fee. You can go to the nearby KOOCAN experience shop to apply for repair. Accessories are coming with 1-month warranty. For more than 1 month, users are required to purchase on their cost.
 

About us

Introduction of KOOCAN

KOOCAN is an overseas video service brand subordinated to Hong Kong KOOCAN Network Technology Co., Ltd. It is dedicated to provide video content services for overseas users based on two major platforms, KOOCAN TV box and KOOCAN mobile APP.

KOOCAN adheres to the corporate values of “brand-reputation, sharing, openness and passion” With contents being its hardcore, technology being its solid support, and channels being its driving power, KOOCAN provides consumers with diversified entertainment services in multiple languages. Up to now, KOOCAN has been registered and operated in more than 30 countries around the world.

Feedback

app-download

Instructions


Step-by-step Tutorial

Click here to learn more

1.How to Install KOOCAN TV Box

2.How to use KOOCAN remote controller

copyright center

Copyright Center Section

The first section
 
1. Appeal and withdraw instructions of copyright infringement:

(1) Information of the obligee (including the name(legal name), contact information, address, business license (legal person), identification card (individual), and materials that verify obligee’s identity and qualifications, such as relevant authorized certification, etc. ).

(2) The materials that provide the preliminary evidences of infringement.

(3) The obligee should specify the URL, its specific name, and the ID information of the uploader in the appeal email.

(4) If it were intellectual property misappropriation, the obligee would need to provide materials of the ownership certificate (including but not limited to copyright license issued by authorized institutions, certificates of trademark right and patent right, etc. ) and the proof of copyright violations.

If other rights (the right of reputation, honor, and privacy, etc.) were violated, please provide related certificate materials.

(5) Warranty of obligee

The obligee must guarantee the authentication and legality of the statement and relevant information he or she provided, and ensure to be responsible for iQiyi’s any loss that caused by deleting or disconnecting the URL according to obligee’s appeal letter.

(6) Other materials (if obligee had already filed lawsuits (including administrative lawsuits) against infringers to related governmental departments, he or she could submit the certificate of the accepted case and other evidence to our company, which would be beneficial to the review of the obligee’s appeal.
 
2. The copyright appeal address:

(1) Please send email to fw@svi-tech.com.cn and attach the materials of violations of personal or organizational intellectual properties, such as copyrights, and rights of trademark in the email. Please specify the name (legal name) of the obligee and the title of the link that contains facts of violations of rights in the Subject of email.

(2) Because cases vary in situations, receiving applications and materials, KOOCAN will process your case as soon as possible after verifying the authentication of the case.
 
The second section

Instructions of copyright cooperation
 
Title: Online Drama and Online Movie <The name of the film> Applies for Overseas Distribution and Paying Cooperation

Receiver: carrie@svi-tech.com.cn 

Main body: Download  <Overseas Online Movie and Drama Cooperation Application Form> and fill the blanks as it requires. Please copy and paste the contents of the form to the main body of the email and also add the form as the email attachment.

The title and the application form share the same way to name.
Cooperation Application Form: Link (Download)

Audit process:

1. The audit process generally lasts 7 workdays. All completed film are only accepted to review through emails; other approaches will be invalid.

2. If the film were in the second round of review, the result would be released in 7 workdays.

3. For all films that request audit, please provide the uploading link 7 workdays ahead of going online; or otherwise you would be fully responsible for the delay of going online.

4. If the applied film were not approved due to reasons of payment issues or being taken off from the website, please do not re-send the audit request by changing the film name or its publisher.

5. If the applied film failed to delete certain contents according to the tips of risk management and control, then it would not approved to be online.

6. The authorization period of the film is based on the authorization contract, and the payment pattern is also based on the contract.

7. The contract and payment settlement are initiated by the platform part. We will provide the model of contract and authorization letter through email. Please wait for the results patiently in order to ensure the completeness and effectiveness of the authorization links.
 
Audit standards

The audit standards of the film
 
 
1. The length of the complete film must be longer than 60 minutes.

2. The same work must have only one released version.

3. The content can not contain politics, religions, and anything vulgar or inconsistent with mainstreams.

4. It allows moderate scenario-based implantation, but abundant advertisement scenes or speeches are prohibited.

5. Production quality must meet the basic technical standards for films and TV series, and the imaging should be high quality.
 
The self audit by film provider

1. The production party must obtain the Radio and TV Program Production and Business Operation License.

2. The partner must be able to provide files of complete authorizations of broadcast and of delegation.

3. The partner must provide all qualification documents that KOOCAN supplier needs. 

Business cooperation

Currently KOOCAN is recruiting world-wide Agents and Dealers. Welcome to join us! sales@koocan.com