Support Centre
We're here to help.
Really.
Search for an answer, browse by topic, or reach a real person. Whatever you need, we'll make it right.
What do you need
help with today?
Pick the situation that matches yours — each card takes you straight to the right answers and resources.
Not working as expected, error lights, unusual noise, or performance has changed.
Email support@airthereal.com 02Track a shipment, request a return, change your address, or get a replacement.
Email with your order number 03Pause deliveries, change frequency, update payment or address, or cancel.
See how to manage subscriptions 04Email us with your model number, order number, and a description of the issue.
Email to start a warranty claim 05Register within 30 days of purchase to activate your free extended warranty.
Go to product registration 06Find setup guides, user manuals, and product documentation for every model.
Browse documentsCommon resources —
find what you need fast.
Activate your warranty and get maintenance reminders. Takes 60 seconds. No account required.
Register your product →Setup guides, user manuals, and technical documentation for every Airthereal product.
Browse documents →3-year warranty on most products, 30-day return policy, and free replacement for defects.
View warranty terms →Enter your model number and get the exact replacement filter or accessory for your device.
Find accessories →Answers to the questions
we hear most.
The filter indicator light means it's time to replace your HEPA filter. Do not reset the light without replacing the filter — the light tracks usage hours and an overdue filter reduces performance significantly. Find the right replacement filter for your model at airthereal.com/pages/shop-by-product, or call us and we'll confirm the right one for you. After replacing the filter, press and hold the filter reset button (usually 3–5 seconds) until the light goes off.
First, confirm the unit is plugged in and the outlet is working (test with another device). Check that the power button is not in lock mode — some models have a child lock feature. If the unit was recently moved, ensure the filter is seated properly, as a dislodged filter can trigger a safety cutoff. If none of these resolve it, please call us at 1-725-333-0437 — we'll walk through it step by step.
Some noise during the grinding phase is normal. However, a grinding or scraping sound that wasn't there before often means something hard is in the bucket. Stop the cycle, remove the bucket, check for and remove any hard items, and restart.
Ozone output diminishes as the ozone plates age. First, clean the ozone plates with a dry cloth. If output is still weak after cleaning and the plates are more than 6 months old, replace them.
Yes — HEPA air purifiers are designed for continuous operation. Note: Ozone generators should never be run continuously while people or pets are in the room.
Confirm 2.4GHz WiFi, enable Bluetooth during pairing, reinstall the AIR.ai app, and reset the device WiFi. Call 1-725-333-0437 if issues persist.
Wipe the exterior with a slightly damp cloth. Never wash a True HEPA filter with water. Vacuum the pre-filter every 2–4 weeks if your model has one.
All user manuals are at airthereal.com/pages/documents. Call 1-725-333-0437 if you need help finding yours.
You'll receive a shipping confirmation email with a tracking number within 1–2 business days. Check spam or your account order history, or contact us with your order number.
We can update your address if the order has not been picked up by the carrier. Call 1-725-333-0437 with your order number as soon as possible.
30-day return window from delivery. Email support@airthereal.com with your order number. Return shipping costs are the buyer's responsibility.
Email photos and your order number to support@airthereal.com. We'll arrange a replacement at no cost in most cases.
Free standard shipping on orders over $50. Subscription deliveries ship free. Orders ship within 1–2 business days.
Yes — visit our Canada or Europe collections for availability and rates. Ozone generators cannot ship to California or the EU.
Log in → Subscriptions → Skip next shipment or Pause. No fees for pausing or skipping.
Log in → Subscriptions → Edit → Cancel Subscription. Or call 1-725-333-0437.
Log in → Subscriptions → Edit → Delivery Frequency → Save. Applies to your next scheduled delivery.
Log in → Subscriptions → Edit, or Account → Payment Methods.
Yes — email reminder 3 days before each scheduled delivery and charge.
Contact support@airthereal.com or 1-725-333-0437 immediately with your order number.
Warranty length varies by product. Register within 30 days for free extended warranty on most products. Email us with model number and purchase date.
Register at airthereal.com/pages/register within 30 days of purchase.
No — consumables are not covered. The warranty covers the main unit and core components.
30 days from delivery for a full refund. Email support@airthereal.com to start. Return shipping is the buyer's responsibility.
Yes — call 1-725-333-0437. We often have parts, trade-in credit, or troubleshooting options.
Log in and open the Airthereal Insider tab to see points, tier, and rewards.
Account → Forgot your password? → check email (and spam).
Points are only earned on airthereal.com orders. They expire after 12 months of inactivity.
Email support@airthereal.com from your registered address. Active subscriptions will be cancelled.
Your Airthereal is
covered.
Every product comes with a manufacturer's warranty — and most come with a free extended warranty when you register. Here's the full picture.
Standard
Warranty
Manufacturer's warranty period varies by product — check the documentation included in your box or contact us with your model number to confirm your coverage length.
Free Extended
Warranty
Most Airthereal products include a free extended warranty — but you must register within 30 days of purchase to activate it.
Paid Extended
Protection
An additional protection plan from our partner Extend. Claims go directly to Extend, not Airthereal.
30
Not satisfied? Return within 30 days of delivery for a full refund. Return shipping costs are the buyer's responsibility.
Email us with your model number and purchase date — we'll confirm your exact warranty period.
Register now.
Your free extended warranty
expires in 30 days.
Most Airthereal products include a free extended warranty — but it only activates if you register within 30 days of purchase. After that, the window closes permanently.
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Activate your free extended warranty
The extension period varies by product and is printed on the warranty card in your box. Register now to lock it in.
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Get filter replacement reminders
We'll email you when your filter is due — so you never run a clogged filter without realising it.
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Unlock member benefits
Registered products link to your account, giving you access to Members Rewards, subscription perks, and priority support.
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Faster support when you need it
We already have your product on file — less back-and-forth when you contact us.
Takes about 60 seconds.
⏰ Register within 30 days of purchase Register at airthereal.com →You'll be taken to the official registration page. Your information is never sold or shared.
Real people. Real help.
No bots, no scripts.
Our email team is specialised and thorough �?for most issues, email gets you the best resolution. Phone is great if you prefer talking it through.
Our most specialised support channel. Reply within 1 business day.
For fastest resolution, include your order number and a photo or short video of the issue.
Monday–Friday
9:00 am – 6:00 pm Eastern Time
Good for quick questions and subscription management.
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