FAQ
EVPAD TV Box — Frequently Asked Questions
Quick answers about product availability, features, setup, warranty, shipping, payment and support. If your question is not listed here, please contact our support team.
General
Are you an authorized EVPAD reseller?
Yes — we are an authorized EVPAD distributor. All products sold by us are genuine and supported by our customer service.
Which models do you stock and is EVPAD 12P available?
We carry the latest EVPAD models, including 12P, 12S and 11P. EVPAD 12P is currently in stock and ready to ship while supplies last. Please check the product page for real-time availability or contact us to confirm.
Does EVPAD 12P support 8K resolution?
Yes — EVPAD 12P supports 8K Ultra HD output. Actual playback at 8K requires a compatible TV and an 8K-rated HDMI cable.
What is the difference between EVPAD 12P and 12S?
- 12P: 4GB RAM + 64GB storage, AI voice remote.
- 12S: 2GB RAM + 32GB storage, standard Bluetooth remote.
Which version of the TV box do you sell?
We sell the International Version designed for global compatibility. Some localized editions are intended for specific regional markets.
Shipping & Payment
How long does delivery take?
Processing: 1–2 business days.
Shipping: Orders shipped from our warehouses in the USA, Canada, and Japan typically arrive within 2–5 business days.
International shipping: 5–7 business days worldwide.
A tracking number will be emailed once your order is dispatched.
Shipping: Orders shipped from our warehouses in the USA, Canada, and Japan typically arrive within 2–5 business days.
International shipping: 5–7 business days worldwide.
A tracking number will be emailed once your order is dispatched.
Which payment methods are accepted?
We accept major credit cards, PayPal and selected digital payment methods. All payments on our official website are handled securely.
Why did my payment fail?
Common causes include incorrect card details, insufficient funds, or bank blocks on international transactions. Please contact your issuing bank or try an alternate payment method.
Setup & Troubleshooting
How do I set up my TV box?
- Connect the box to your TV using an HDMI cable and plug in the power adapter.
- Switch your TV to the correct HDMI input and power on the box.
- Follow the on-screen instructions to connect to Wi-Fi or Ethernet.
- To download apps, open the browser and enter the model-specific download URL from our Download page.
My TV box restarts after connecting to Wi-Fi — what should I do?
Try restarting the device and router, testing another network such as a mobile hotspot, or performing a factory reset if necessary. If the problem continues, send a short video to support so we can diagnose it faster.
Does EVPAD support voice control?
Yes — 12P and newer models support AI voice search and voice commands. For best performance, make sure the remote is paired correctly.
Is Google Play Store available on the device?
Yes — EVPAD models provide access to the Google Play Store, allowing you to install commonly used apps. App availability may depend on model and region.
Is the interface available in English?
Yes — the system supports multiple languages, including English, Simplified Chinese, Traditional Chinese, Spanish, Vietnamese, Japanese, Malay, Indonesian, Thai, Korean, Filipino and Portuguese.
How can I find my MAC address?
The MAC address is printed on a label on the device. You can also view it on screen by going to Settings → About or Network.
What type of power plug is included?
We offer US, UK, EU and AU plug types. Please choose the correct plug when ordering. If you are unsure, contact support and we will advise which plug suits your country.
Is it legal to buy or use a TV box?
Yes — the hardware ships with a standard Android OS. However, streaming or publicly broadcasting copyrighted or unauthorized content without permission may violate local laws.
Warranty & Returns
What warranty do you provide?
We provide a 12-month warranty covering manufacturing faults. For warranty assistance, please provide your order number and device serial when contacting support.
How do I return a product?
Contact support within 14 days to request a Return Authorization (RMA). Ship the item according to our instructions. After inspection, refunds are issued to the original payment method within 5–20 business days.
Can you repair devices after warranty expires?
Yes — we offer paid diagnostic and repair services for out-of-warranty units. Contact support to request a quote and return instructions.
Wholesale, Affiliate & Partners
How do I become a reseller or get wholesale pricing?
Email our business team with your company details and target market. After review, we will provide wholesale pricing, minimum order quantities and partnership terms.
Do you offer an affiliate program?
Yes — we have an affiliate program that rewards referrals. Visit our affiliate page or contact sales for sign-up details.
Contact & Support
If you still have questions, our support team is ready to help. Please include your order number, device model and a short description of the issue. Screenshots or a short video help us diagnose faster.
Email: sales@evpadtv.com
WhatsApp: (+852) 5779 6914
Support hours: Monday–Sunday, 9:00 AM–10:00 PM (GMT+8)
For faster service, include screenshots, your order number and device serial in your message.
© EVPAD — All rights reserved. Product descriptions, availability and specifications may change; please refer to product pages or contact support for the latest information.