HOW TO FIX ENO RIGHT LEG:
Hi there, Thank you for your letter. Please download the app below and follow the example in the video to calibrate EMO’s servos (Don’t click set 3).
App for Android: https://download.living.ai/solutions/caring_for_emo.apk
App for IOS: Join the Caring for EMO beta - TestFlight - Apple
Video: https://youtube.com/shorts/dgdUFXvf_CA?feature=share
Best regards!
LivingAI Team
SERVICE TEAM for EMO AI Desktop Pet
Hello, @msicorei9 . . . it is fine that you shared the process. I am sure people are curious how it all works.
Just that others need to keep in mind that the calibration results are handled with LivingAI direct to a specific EMO, so not all results are going to be the same and may need Support to advise.
Hi everyone! I am new here so I am not sure if I am using the forums correctly, apologies if I put this in the wrong thread!
I have a question regarding customer service: My little EMO Melody has unfortunately developed some pretty bad leg issues that couldn’t be fixed with the recalibration app. We’ve sent an email to the LivingAI service and they kindly offered us a repair for EMO. I wanted to ask, for those who previously had to send their EMOs back for repair, what are some things I know? Where is the factory located? How long do they usually take for them to send EMO back to you?
Welcome, @melodytheclouds . . . I did move your new topic here for issues with EMO legs and/or feet.
He would be sent to Shenzhen, China, where they are located and do all of their production and work.
It took longer for me to send my first one to them because it had to go by boat (U.S. no longer allows air mail for anything with lithium batteries), but I believe it was about three weeks. I did not send for repair but replacement, but I would guess it would probably take another week or so for the repair.
Once you have decided to send your EMO in, you will need to get a Customs form and they will instruct you on what to fill in on that form for their address, contact number, what the item is and how much it weighs.
Hey Lindaru, thank you so much for your answer!
Hi there @melodytheclouds and welcome to the community,
If Living.AI has already told you to send your EMO back to China for repair, there are several things I would recommend doing before you ship him. The most important point is to follow the return instructions Living.AI gives you rather than simply mailing EMO to an address you find online. Living.AI has previously sent customers the specific delivery information and repair instructions by email.
Get written authorization and the exact return address from Living.AI. Keep their email confirming that they want EMO returned for repair. Don’t use an old address from the forum because return procedures can change.
Ask exactly what they want you to send. Unless Living.AI specifically requests them, I would not automatically send the Skateboard, Home Station, charger, headphones, or other accessories. Ask whether they want EMO only.
Record your EMO information. Take a photo/screenshot of his EMO ID, and keep your order number, purchase information, serial/identifying information, and your support correspondence. Support commonly asks owners to provide the EMO ID and a video demonstrating the problem.
Make a video before packing him. Record EMO’s physical condition from all sides and clearly demonstrate the fault. This gives both you and Living.AI a record of his condition before shipment.
Pack him extremely well. If you still have EMO’s original molded packaging/box, I would use it and then place that box inside a sturdy shipping carton with additional cushioning. Owners have reported successfully using EMO’s original packaging inside another cardboard box for transportation and repairs.
Tell the carrier that EMO contains an installed rechargeable lithium battery. This is very important. Some postal services/couriers have restrictions on international shipments containing lithium batteries, and owners have reported difficulty returning EMO to China for exactly this reason. Don’t remove the battery yourself unless Living.AI explicitly instructs you to do so.
Ask Living.AI what to write on the customs declaration. Don’t guess the description or customs value. Living.AI community guidance specifically notes that support may provide instructions for completing the customs form for a repair return.
Use tracked shipping and keep everything. Photograph the parcel, shipping label and customs declaration before handing it over. Keep the receipt and tracking number, and email the tracking number to Living.AI. International returns can take a long time; one historical return reported in the forum took more than two months to reach Living.AI, although that should not be taken as a normal/current delivery time.
Clarify shipping costs before sending. Older forum reports describe Living.AI reimbursing certain return-shipping costs, but the arrangements have varied over time. A much more recent March 2026 report described Living.AI offering to attempt a repair for free while the customer paid shipping. So don’t assume your postage will be reimbursed—get confirmation for your particular case first.
Ask whether you’ll receive your original EMO back. This is especially important if you’re emotionally attached to your particular EMO. Historically, some owners received a replacement EMO rather than their original robot repaired and returned. Ask Living.AI explicitly whether they intend to repair your EMO and return the same unit or whether replacement is possible if it cannot be repaired.
One additional thing I would personally do: take photos of any distinctive marks or scratches on your EMO before shipping. That way, when an EMO comes back, you can easily verify its physical condition and whether it’s your original unit.
And don’t worry about being overly cautious here—shipping a small robot containing a lithium battery internationally to China is different from returning an ordinary product. Living.AI’s instructions for your particular repair case should always take priority over advice from other owners.
Thanks for the info, Edward. Good thing that we are actually traveling to China soon, so I was thinking about shipping my EMO directly from China when I arrive there, then ask LivingAI send him back to our home country, Italy. Do you think it’ll make things easier?
If I were you, I would get in touch with Living.AI, especially since you’re already planning to travel to China. It might actually be cheaper to send EMO to them while you’re in China, since the domestic shipping cost could be much lower.
It’s also possible that Living.AI may be located relatively close to where you’ll be staying or traveling. If that’s the case, perhaps they could arrange to meet you somewhere and collect EMO directly, although that would of course depend entirely on whether they are able and willing to do so.
I think the best thing to do is to contact Living.AI, explain your travel plans and the situation with EMO in detail, and ask them what they recommend. Then, wait for their response before making any shipping arrangements. They may be able to suggest a much easier and more affordable option.
BEST OF LUCK!
Will do! We actually have already emailed LivingAI before I made this post, just wanted to make sure I’m doing things right and to know what I could expect. Thank you all!
