Frequently Asked Questions
Q: Do you offer installation of the shades?
A: Yes! We are a one-stop-shop for all of your window treatment needs. Our team of installers have a minimum of 5 years of experience installing window shades and are the best in their field.
Q: Do you offer dual shades?
A: Yes! We can offer any combination of two shades into one window.
Q: Do you have hardwired shades?
A: Yes! We offer hardwired shades either to a centralized location (if prewiring is already done) or we offer a 12V plug option (to be used with a standard wall outlet).
Q: How long do shades take to order?
A: After we take final measurements, shades will take approximately 4-6 weeks to be delivered to our office and then we will contact you to schedule installation.
Q: How long does the battery-powered motor take to charge?
A: About 5-6 hours to fully charge from 0%.
Q: Do I need to remove the motor from the shade to charge it?
A: No, the motor can be charged while installed. Simply plug the charger into the USB-C connector on the motor head.
Q: What do the green/red lights on the charger mean?
A:
Motor LED light FLASHES RED when the shade opens or closes or when the motor has a LOW battery.
Motor LED light FLASHES GREEN when the motor is charging.
Motor LED light turns SOLID GREEN when the battery is FULLY charged.
Q: Can the battery be overcharge the battery by leaving the charger on too long?
A: No. The motor and battery both have integrated overcharge protection circuits. This means that the battery will limit the charge, if plugged in longer than necessary.
Q: How long will the battery last before it needs to be recharged?
A: The battery should last for approximately 600 cycles (up/down) or roughly every 8-12 months depending on use. Pro tip: You can also leave the motor plugged in to the wall outlet and your battery-powered shades become hardwired.
Q: Does the motor battery ever need to be replaced?
A: No, the battery is designed to last the full life of the motor.
Q: Do your shades come with a warranty?
A: Yes! Our shades come with a 2 year warranty.
Q: How do I set limits?
A: When programming a motor for the first time, after it is paired to a channel, you should first check the direction. To change direction, press UP and DOWN simultaneously. Then you can begin to set the limits. Adjust to your desired top limit position, then press and hold UP and STOP until the motor jogs and beeps. Then move the shade to the bottom position and adjust its position to where you want it to be. Press DOWN and STOP and the motor will jog and beep, to confirm the limit. Then, the motor is programmed and will run as normal.
Q: How do I adjust the limit position of my shades?
A: Move the shade to somewhere near where you want the limit to be. For the top limit, press and hold UP and STOP until the motor jogs, and release. The motor will be in step mode and you can adjust the position to your preference. Then press and hold UP and STOP and the motor will jog to signal that it has recorded that limit. Follow the same procedure to adjust the bottom limit, except this time you will press DOWN and STOP. Please note that it takes longer to open the limit setting function than it does to close it. This is intentional.
Q: Why does a motor "lose" its limits?
A: Either the battery is dead or someone accidentally reset the motor to factory settings.
Q: What is the difference between a 5-channel and 15-channel remote?
A: A 5-channel remote can control up to 5 shades, and 15-channel remote can control up to 15 shades.
Q: Can you hide channels that are not in use?
A: Yes, on a multi-channel remote, they can be adjusted to show the number of channels in use; e.g. if there are 8 motors on the job you can set it to be an 8 channel remote. To do this, press the left & right buttons together for 3 seconds and then press the stop button.
Q: What is channel 0 for?
A: All motors that are programmed to the same remote, automatically respond to channel 0. For example, on channel 0, pressing the up button will move all blinds that are programmed to that remote up.
Q: Why can't I program another channel to my motor? I was able to pair the motor to the first transmitter, but I cannot get it to pair to the next channel.
A: Before a motor can accept programming from another channel or transmitter, the limits must be set so that the motor is in normal operational mode.
Q: Where can I find the QR Code?
A: The QR code is found in two places. On all types of shades, you can find the QR Code on the top valance’s left front side. For Zebra shades and Roller shades with the standard bottom bar, you can also find the QR code on the left back side of the bottom bar. For Roller shades with the fabric-wrapped bottom bar, you can find he QR code on the left side of the bottom bar. For Cellular shades, you can find the QR code on the right underside of the bottom rail.
Q: What is the difference between Standard and Reverse roll type?
A: With a standard roll, the fabric hangs toward the back of the window, closer to the glass, for better privacy and light blockage. With a reverse roll, the fabric hangs toward the room, away from the glass.
Q: Which Apple devices are compatible with the Thread or Matter motor?
A: Apple HomePod (2nd generation), HomePod mini, and Apple TV 4K (2nd & 3rd generation). Please be aware that the HomePod (1st generation) and Apple TV (1st generation) do not support these motors.
Q: What should I do if my Thread motor shows "Not Responding"?
A: If your shades are hardwired, please unplug the power supply for a while, then reconnect it. Pull out the plugs of any hubs or thread border routers for a minute to restart them. Plug them back in, then wait for 5 minutes. Please restart your phone and try again without using VPN or iCloud Private Relay. If you still have connection problems, please click "Remove Accessory", and make sure that the shade is no longer listed in the Home App. Refer to the steps for resetting your HomeKit network (below), then re-add or scan the shade to the Apple Home. If these steps don't resolve the issue, please contact us.
Q: How to reset HomeKit’s network?
A: Method 1: Press and hold the button on the motor head for more than 6 seconds-until the motor jogs twice. Then release the button.
Method 2: Press the "P" button on the back pad of the remote, motor jogs once. Then press the "UP" button, the motor will jog once. Press the "P" button again, until the motor jogs one more time.
When the red LED flashes, this indicates the reset was successfully.
Q: Why does the smart motor connect with HomeKit or Alexa, but it cannot be controlled by the App or by voice command?
A: Check to see if the motor has awakened from sleep mode. Ensure that the blinds have been set up with upper and lower limits and can be controlled by remote.
Q: Which Alexa devices are compatible with the Alexa motor?
A: Echo Plus (2nd generation), Echo Show (2nd generation), Echo Studio, Echo Show 10, Echo (4th generation). Confirm that the Echo has a built-in Zigbee module. Note, although Echo Show 5, Echo Show 8, and Echo Dot look like to the above devices, they are incompatible.
Q: Why can’t the Echo (4th generation) support "Alexa, open/close the blinds" when it is paired with the Zigbee motor?
A: Echo (4th generation) can support the command. You must add custom commands in the Alexa app under the "Routine" options for opening and shutting the blinds as well as a custom routine to close the blinds at sunset.
Q: Do I need to remove the motor from the shade to charge it?
A: No, the motor can be charged while installed. Simply plug the charger into the USB-C connector on the motor head.
Q: Why doesn’t the shade work?
A: The motor is in delivery mode -- To prevent the blind from getting damaged, the motor has a delivery mode that ensures the shades will not be activated before installation.
The remote cannot control the shades -- Refer to the manual to pair a remote control to be able to program the shades.
Motor battery is dead -- The motor can be charged with a USB-C cable.
Remote battery is empty -- Replace the batteries in the remote.
Q: How do I add my smart shades to Apple's HomeKit?
A: See below
Q: How do I set up my shades to work with Amazon Alexa and ZigBee Mesh Network by the App?
A: You must have a current Amazon account to get started.
Download the Alexa app to your smart phone or tablet, then log in and follow the instructions to register your Amazon Alexa.
In the Alexa app, go to the Device menu and select the "+" icon.
Select "Add Device".
Select "Other".
Select "DISCOVER DEVICES".
Enter the motor into the pairing mode by pressing and holding the P1 button on the motor head for 6 seconds until the motor jogs twice then release the button.
The red led light on indicate enter the pairing mode.
The motor will jog twice and the green led flash 3 times indicate pairing with the Amazon Alexa succeed.
Q: How do I set up my shades to work with Amazon Alexa and ZigBee Mesh Network by voice?
A: You must have a current Amazon account to get started.
Download the Alexa app to your smart phone or tablet, then log in and follow the instructions to register your Amazon Alexa.
Ask Alexa "Discover my devices"
Press and hold the P1 button on the motor head for 6 seconds until the motor jog twice then release the button.
When the red led light is on indicates that you entered the pairing mode.
The motor will jog twice and the green led flash for 3 times indicates pairing with the Alexa
Q: How do I edit the name of the shades and voice control?
A: Select "CHOOSE DEVICE" and choose the devices to set up.
To change the name of the device, select its name then select "Edit Name" to make change your preferred name for voice command. Recommended examples include. Room location shade one, two, three, North window.
Now you can use the voice to control the smart shade by asking Alexa:
"Alexa, open /raise shade one"
"Alexa, close/lower shade one"
"Alexa, open/close/set shade one to 50%"