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FAQs

The device is not working?

  • Make sure the device is turned on.
  • Make sure the receiver is plugged into the PC’s USB port.
  • The PC can not recognize the receiver, please re-plug the receiver.
  • Check if the battery is installed correctly.
  • Low battery, please change the battery.
  • Move other working wireless devices away from the receiver and device.
  • Please keep away from walls or big objects, because this may reduce the range.
  • If the problem has not been solved, download the pair program from www.ragnok.net, then repair the connection.

Why doesn’t my mouse arrow move?

Please use the mouse on the mouse pad. Try the mouse on a white paper to check if the special surface you use causes this problem.

Why does my mouse arrow flicker?

  • Move other working wireless devices away from the receiver and mouse.
  • Clean the sensor on the bottom of the mouse with a dry cloth.
  • Try using the mouse on a different surface.

Do I have to unplug the receiver and turn off the device when I am not using it?

The device has a power saving function to maximise battery life. So you do not have to turn it off.

How to repair the wireless connection?

After the receiver is replugged, within 30 seconds, turn off the mouse and then turn it on with the left key pressed.

The device shows intermittent failures during usage?

  • Move other active wireless devices away from the device and receiver.
  • The PC can not respond immediately because of the CPU is under full load.
  • Change battery if the low battery indicator is blinking.

How does an order qualify for Priority Shipping?

Priority shipping depends on item availability and the shipping address. 

If my order qualifies for Free shipping, can I upgrade and pay for Express or Priority shipping?

Yes, during checkout, you can select Express shipping, and if applicable, Priority shipping. The value of Standard shipping will apply as a discount to Express or Priority shipping.

Can I upgrade the shipping method after my order has been placed?

Once your order is placed, it’s immediately sent to warehouse for processing, so we are unable to amend the shipping method.

Will my order ship the same day the order is placed?

The order will ship the next Business day. Ex: If an order is placed on a Friday, it will be shipped out on Monday. 

Do I have to pay customs fees?

Your order may be subject to additional taxes, duties and/or fees (including customs clearance) charged by the destination country. Please contact the destination country’s customs office for more information.

When will my backorder ship?

Although we try to maintain stock of all items in our warehouses, occasionally an item will be backordered because it is temporarily out of stock. As soon as your order can be fulfilled, you will receive a Shipment Confirmation email. If you paid by credit card, we do not charge your credit card until we are ready to ship your order.

Can I change my shipping address?

Your submitted order is sent to our warehouse for shipping immediately so we are unable to amend your order. If your package could not be successfully delivered, it will be returned to the warehouse and a credit will be made to your payment method.

Can I have my order delivered to an address other than my home?

During checkout, you may select a shipping address that is different from your billing address. Please ensure that you or an authorised representative is able to receive the delivery. For security reasons, we are unable to deliver to a PO box.

Can I change my shipment method?

Your submitted order is sent to our warehouses for shipping immediately so we are unable to amend your order.

How do I get technical support for my product?

For assistance with the installation, use, or uninstallation of your product, please contact Customer Support Team.