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Sterra USA Help Center

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STEP 1: Stop using the unit. STEP 2: Please get in touch with our customer support team at hello@sterratech.com. We are here to assist you in resolving any issues.

Smoke coming out / Burning smell

Product Troubleshooting and Guidelines

Sterra Moon Air Purifier

Who is Sterra

What is the vision and mission of Sterra

Mission Statement and Brand Vision

How long does the air purifier filter last

What is the air purifying coverage area for Sterra Moon?

Is Sterra Moon noisy?

Is the filter washable?

Is it normal to smell plastic when Sterra Moon is turned on?

I cannot find the power adapter

How frequently do I need to change filters?

What do the ring colors indicate?

How do I know if the filter needs replacing?

Sterra Nova Mini Air Purifer

What makes Sterra Breeze Pro so great?

What is the air purifying coverage area for Sterra Breeze Pro Air Purifier?

s there a standby/sleep mode?

How long does the filter last and how can I change it? Is the filter washable?

What do the blinking lights mean?

Can I attach Sterra Paw’s special membrane to Sterra Breeze Pro?

Can I access the functionality of Sterra Breeze Pro using an app?

Sterra Breeze Pro Air Purifier

What makes Sterra Paws so great?

What is the air purifying coverage area for Sterra Paws Pet Air Purifier?

Is there a standby/sleep mode?

Will Sterra Paws still work even if I don’t attach the special membrane?

Can I access the functionality of Sterra Paws using an app?

What is a special functionality that is only available with Sterra Paws?

Sterra Paws Pet Air Purifier

What are the benefits of using Sterra Premium Galaxy Massage Chair?

How often can I use the Sterra Galaxy Massage Chair?

Sterra Galaxy Premium Massage Chair

Product Information

How do I apply promo/discount codes?

How to Purchase

When can I expect the delivery of my order?

When will I receive an update for my delivery?

Can I change my delivery address after my purchase?

Shipping and Delivery

How do I care for the air purifier?

Do Sterra products come with a warranty?

Maintenance and Product Warranty

No air output, the eyeball is just lighting up

My air purifier is not detecting smoke/polluted air

The eyeball is blinking red light

The air purifier cannot be turned on or off, and needs to be unplugged to be turned off.

The air purifier has no power.

The air purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

The filter light indicator keeps on blinking.

The eyeball is stuck

My Sterra Moon has no power

The Sterra Moon cannot be turned on or off, and needs to be unplugged to be turned off.

My Sterra Moon emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

Smart life app shows filter at 0%

My Sterra Moon is causing a power trip

The 3 pin adapter is damaged

My air purifier has scratches or cosmetic defects upon delivery

Black Spot on the Ring Light

My Sterra Nova is not working

My Sterra Nova is performing poorly

There is an unpleasant smell when I turned on my Sterra Nova

Red light is blinking

The air purifier has no power

My Sterra Nova is causing a power trip

Sterra Nova Mini Air Purifier

My air purifier's indicator light is off

My air purifier is too loud

My air purifier's filter indicator light flashes

My air purifier's filter indicator is always on lit

What is your return or refund policy?

Is there a return shipping label?

How long do refunds take to process?

Return and Refund

Smoke coming out / Burning smellUpdated 5 months ago