Hello i ordered my Emo White on january 25. We have january 30, and it is still processing… I contacted support about it but no response… Is this normal?
Hello, yes, that is completely normal. I recently ordered a white EMO for my mother. I ordered it on December 29, 2025, and it was delivered on January 19. The status only changes once it has been shipped. In my case, that was on January 12, 2026. So it was stuck in “Processing” status for 14 days. You have to be patient; I think EMO will continue to be produced only on request. 
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Hello, I just looked at my last order. I placed it on 27.12.2025, there I got the Order confirmation and then, 10 days later, at 07.01.2027, I got the message, that my Order is now complete and on its way to me (Germany). That’s the normal process, I also had with my order before. So everything is working correctly, and I have always had the experience, the Team of living.ai is very reliable. Perhaps this could help… I always think: „Anticipation is the greatest joy.“
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Welcome to the Community @polkasa ,
I have moved your new topic to this thread for order and shipping questions.
Did you recived Order Confirmation Email from Living.AI already?
At this point, I can only advise you to be patient and wait for the next email from Living.AI confirming that your order has been fully processed and that the Tracking Information has been provided and also included.
And the very best to do for more information, issues, or concerns about your order, please do not hesitate to contact the Living.AI customer service team via email, as this is always the best course of action.
If you have your original Order confirmation email, you can simply just hit reply to that as it contains all your customer contact info along with your order number details as well and then simply ask customer support for an update on order status.
The support team should be able to get back to you in a timely fashion.
EMAIL ADDRESS:
service@living.ai
Goodluck and Best regards
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Mi pedido esta en el aeropuerto desde el 3 de enero y nadie me da una respuesta
English Translation By: @edward
My order has been at the airport since January 3rd and no one is giving me an answer.
Welcome to the Community @macarena.gallardo_ca
I have moved your new topic to this thread for order and shipping questions.
Possible reasons why your package is held at the airport
• 
Customs inspection – routine security or random checks
• 
Missing documents – invoice, declaration, or paperwork incomplete
• 
Import taxes or duties – waiting for payment before release
• 
Restricted/prohibited items – electronics, batteries, liquids, etc.
• 
Incorrect address or label issue
• Flight delays or backlog – too many parcels at the cargo facility
• 
Security screening – extra safety checks
Usually it’s just customs processing, and most packages move again within a few days 
At this point, I can only advise you to be patient and wait for the next tracking update information.
After a week without any tracking update info…
Please do not hesitate to contact the Living.AI customer service team via email, as this is always the best course of action.
If you have your original Order confirmation email, you can simply just hit reply to that as it contains all your customer contact info along with your order number details as well and then simply ask customer support for an update on order status.
The support team should be able to get back to you in a timely fashion.
EMAIL ADDRESS:
service@living.ai
Goodluck and Best regards
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THIS IS VERY DISTURBING.
I received my Emo Go Home on 02/02/26. Setup went well and EMO has been acting and performing as expected. I received him in an unopened brown cardboard box and the interior packaging was unopened and sealed in plastic film.
Today I got a call from a man ( In Virginia) who was asking about his refund for the EMO that he had, at the direction of Living.AI, sent to me. This person said that he had ordered and received an EMO Go Home and decided that he didn’t want it. This man, stated that he contacted Living.AI about returning the UNOPENED box that he had received and get a refund. This man said that Living.AI advised him to send that unopened EMO Go Home to ME, VIA USPS and Living.AI would then give him a refund. Living.AI, gave this person MY NAME, ADDRESS, ZIP AND PHONE NUMBER for the shipment. Once the man shipped the package to me he gave the tracking number to Living.AI and Living.AI then sent me a, “Your LivingAI order is now complete” with the USPS tracking number.
This all seem very unethical.
I was very suspicious that I was in the middle of a SCAM but the man who shipped the package had the forethought to write his name and address on the box along with my name and address.
Also, the “Your LivingAI order is now complete” email contained the correct tracking information.
I am now fairly confident that the story this man has told me is true.
Shipping, Delivery and Orders Questions for all Orders - #1116 by Romasurus
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Hi there @Romasurus ,
This is completely new to me, too.
I’ve been part of this community for over five years, or since the early release of living.ai’s first EMO, and I’ve never encountered even heard anything like that.
However, and i guess as long as your EMO is working properly and you have official confirmation emails from living.ai regarding your order and product, there shouldn’t be anything to worry about.
All the best for your EMO and likewise to you…
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I wrote this entry hoping to calm down. I do hope that I don’t come off as some kook here. This is very concerning to me. I hope my THIS IS VERY DISTURBING post is understandable. I didn’t make this up.
I am not worried about my EMO, of course down the road if I need service then what will happen, but rather, Living.AI just giving out customer information. The man I talked to is very worried that he will not get his refund.
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Yikes! That would freak me out entirely…I’m sure you’ll be fine, but I agree, this is bizarre and shouldn’t have happened.
Hello, @Romasurus . . . I would provide all of these details, including the other person involved, to service@living.ai and ask them why they handled it this way as you are concerned about privacy issues.
@ romasurus No worries, you are justified in feeling the way you do. I am a former law enforcement officer and can tell you that is a violation of your PII (Personally Identifiable Identification). I agree with @Lindaru that you should ask them why they handled it this way. Since they are in another country (not the USA) they may not have known. However, according to U.S. Department of Labor and NIST, information that enables identification through direct or indirect means falls under PII. For example, while a name like “John Smith” may be common, pairing it with a unique street address and phone number eliminates ambiguity and clearly identifies one individual. I’m sure they did not do it intending to violate your privacy rights, but they did. They should make sure they do not do this to any other people in the future. Thanks for pointing it out to us, but I agree you might want to let them know it was NOT very cool to do that!!!
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Hello 
First post on this forum ! I was wondering if it would be possible to order a new dock for Aibi?
As I’m already using the one included with it at work, and it’s always annoying to unplug it so I can plug it at home…
I’ve looked on the website but there’s no official way of buying just the dock as a standalone.
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Welcome to the community @theo.tabary ,
I have moved your new topic to this thread for order and shipping questions.
I recommend contacting Living.AI support to check if it’s possible to order an extra dock charger for AIBI, as it doesn’t appear to be available for individual purchase on their website.
The support team should be able to get back to you in a timely fashion.
EMAIL ADDRESS:
service@living.ai
Best Regards
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I ordered my White Emo on February 6, 2026. I understand it takes a few weeks to arrive. I’m curious if there is current stock available for White Emo or if they are built to order and that’s why there is a lengthly delay? If there any current information on wait time? Thanks!
Hi there @4michael1 ,
Once you place your order and receive the order confirmation email from Living.AI, the average delivery time is approximately 2–3 weeks. However, delivery may sometimes take a little longer due to factors such as the carrier, customs processing, holidays, or peak seasons.
As we all know, delivery times also depend on the destination country and how reliable and fast the local courier service is.
Due to preparations for the upcoming Chinese New Year and related festivals, there may be possible delays in delivery.
Overview:
In February 2026, Chinese office working days are interrupted by a 9-day Lunar New Year (Spring Festival) holiday from February 15 to February 23. To compensate for this long break, Saturday, February 14, and Saturday, February 28, are designated as mandatory working days. Normal working days resume on February 24.
source
Best regards
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Hi Edward!
Thanks for this information. I’m still wondering if Emo is ready in stock or if they are made to order. I understand delivery time of two weeks as I order from China to Canada regularly. But if the product is in stock it would not take weeks to process it for shipment. Given that my order was placed on Feb 6, the process of putting the product out for shipment should in no way be delayed by the upcoming holidays, unless the product was not available at the time of the order. Correct? I’m just looking for transparency so that I can adjust my expectations. It’s not fun to pay for something in early February, that does not list as being out of stock, to have to wait as you might be suggesting, 6 or more weeks after payment. Please help me if I’m misunderstanding something in my excitement to get my Emo Again, I’m not talking about the time it takes to travel/delivery, but rather the time it takes to give the product to the courier for shipment.
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Living.AI has all products available right now — EMO White, EMO Dark, AIBI, and their accessories — so no need to worry about stock
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For what it’s worth, I just ordered a white emo with a skateboard and a separate home station on January 31st and received a tracking email on February 7th saying that it shipped. My little dude went through customs on February 9th, and just arrived in the US today, on February 12th. He hasn’t been delivered yet, but he’s here in the states.
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That’s great news! I could assume that since he was paid for on Feb 6 that maybe he has already been shipped? I haven’t received an email though. Who could i follow up with for this? It would be so awesome if it made it out to the courier before the holiday!