FAQ

Questions? Give us a call at 888-415-9859 or email us at hello@getoku.com.

 

PRODUCT

How do I set up OKU?

OKU is quick to set up. Follow the steps below!

  1. Charge your OKU — Place your white OKU device onto the blue charging station. Plug the red adapter into an electrical outlet. Charge for a minimum of 2 hours upon first use.
  2. Download the OKU app — Go to the Apple App Store. Search for “my OKU” and download app.
  3. Configure your network — Make sure your wireless network is configured to 2.4GHz. For more instructions on this, see back of card.
  4. Sync your OKU device with the app — Follow the instructions in the OKU app to sync your device and let’s get glowing!
How do I use OKU?

OKU is easy to use! Once your OKU device is set up, charged and synced with your iPhone, you are now ready to scan! Open your OKU iPhone app, click on the Scan button, and follow the instructions to scan your skin. Be ready to be amazed!

Where do I scan OKU?

OKU scans 2 areas of your face: your forehead and your cheek. Follow the instructions on your app. Simply place the device with the camera lens lightly on skin and OKU will scan automatically. OKU will vibrate gently once the scan is complete. Scan your forehead first, then your cheek area. If the scan looks blurry, you have the ability to re-scan.

Can I scan anywhere on my face or body?

OKU is currently designed to scan the skin on your face only. First scan your headhead, then scan your cheek. Scanning the same areas of your face will help you achieve a more consistent reading over time. While OKU is not currently designed to scan other areas of the body, our scientists on this!

Who are my SkinTwins?
Your SkinTwins are others with skin that is similar to yours. A number of factors go into matching you with your SkinTwins, including age range, ethnicity, skin tone, and skin type, and of course, your skin as analyzed via your OKU scan. Over the years, we have scanned women of all age groups and various tones and types all around the world. We have a robust database of skin types to compare your skin type to. As the OKU community continues to grow, so does the SkinTwins community!
What if my pictures are blurry?
If your first scan is not perfect, no worries! You will be given an opporutnity to re-scan your face to get a more accurate and clear picture.
Can I save my face scan images?
Yes, you can! You can view your historical face scan images via your OKU app. As your Personal Skin Coach, we believe it is important to consistently measure and track progress. OKU allows you to view your progress through time and provides you with 28-day progress reports on your skin health. We also encourage you to take your selfie at the beginning and end of each 28 day skin cycle so you can see the comparison both above and beneath the surface of your skin!
Who can use OKU?
Anyone can use OKU! In fact we encourage both men and women and families to use it. Each OKU device allows up to 4 users to create accounts using the same device.
How often should I use OKU?
The more you use your OKU, the more precise the recommendations will be. We encourage anywhere from daily use (1x a day) to 3-4 times per week.
Does OKU use any kind of UV rays to take pictures?
OKU uses visible light to measure your skin. No UV or Infrared light is involved!

PHONE COMPATIBILITY

Can I use OKU with iPhones and Android phones?

The OKU App is current available only on iPhones.

Not to worry Android users…we are developing an Android compatible version in the future…stay tuned!

How do I know if my phone is compatible with OKU?

Nearly all iPhone models can be with OKU. OKU is a separate device (sleek white cube!) and does not need to be connected directly to your iPhone to work.

However, This current version of OKU is compatible with a 2.4GHz network only. If you are not on a 2.4GHz network, your OKU App will let you know. Most likely, you have a dual-band router and will need to switch to the 2.4GHz network.

What is 2.4Ghz and how do I check this?

If you are on a 2.4GHz network, you should breeze by during set-up, no issues!

You can check the network you are on by going to Settings on your iPhone. Tap on WiFi to see a listing of all WiFi networks available.

What if my phone is not on a 2.4 GHz network?

If your phone is not on a 2.4 GHz network, you most likely have a dual-band router (like many of us!) A dual-band router means that you can access both a 2.4GHz network AND a 5.0GHz network. You simply need to select the 2.4GHz network. To do so:

  • Go to Settings on your iPhone.
  • Tap on WiFi to see a list of all WiFi networks.
  • Select the 2.4GHz network. In dual-band routers, the 2.4GHz network and 5.0GHz network will often have similar names (for instance, they might be named “Jones Family WiFi” and “Jones Family WiFi-5G”) Select the 2.4GHz network (In this example, it would be the “Jones Family WiFi”) If the network names are not clearly labeled, try both to see which works. It should only take a few seconds.
  • In case of doubt or any questions, contact us and let us help you! Email us at hello@getoku.com or call us at 888-415-9859 and we would love to walk you through the process!
Is a Bluetooth compatible version coming out?

Yes! Our scientists are busy working on this and planning for this. Stay tuned…

ORDERS

How can I check on the status of my order?

After submitting payment for your order, you should receive an email with shipping information and a tracking code. The tracking code can be used to track the status of your order and where it is in shipping.

Please feel free to reach out to us at hello@getoku.com and we are happy help answer any questions.

Can I use a discount code?

Yes! We run promotions from time to time and will offer a discount code.  Discount codes may vary per promotion and also have different expiration dates. We do not allow for multiple discount codes to be used at once. To get an immediate discount, sign up for our email list!

SHIPPING & BILLING

Do I need to pay for shipping?

The cost of ground shipping (4 to 6 business days) is included in your order of OKU. You may have the option of expedited shipping at additional cost to you. Please see your checkout cart for these shipping options and prices.

Where do you ship to?

At this time, we are currently shipping to the continental United States only. Hawaii and Alaska will incur additional costs. If you are shipping to Hawaii and Alaska, please review your checkout cart for these costs.

When will my order ship?

We want you to get your OKU as soon as possible! We try to ship your order within 48 hours of receiving. Situations may come up where we are not able to do this, and we apologize in advance! If your OKU is delayed, please contact us at hello@getoku.com

How can I track my order?

Once your order has shipped, you will receive an email containing a tracking number for your package, so that you may track the progress of your order.

I was charged on my credit card but I haven’t received my OKU yet. What should I do?

A charge is put on your credit card once you submit your purchase for OKU. It should take 48 hours to process your order from the time you submit it, and 4 to 6 business days for you OKU to arrive. You will receive tracking information for your package to help you track where it is. 

RETURNS

What is the return policy?

We want you to be happy with your OKU device! If you are not happy after 28 days, please contact us for a full refund.

PRIVACY & DATA

Who can see my face scans?

Your face scans are available to yourself and may be available to OKU staff as part of their normal duties and as needed to match with your SkinTwins. Your privacy concerns are very important to us. Please review this document for additional detail on privacy and data policy.

Can I access my face scan history?

Yes, you can! We provide you with reports on the progress of your skin health, including access to historical scan data. Your historical scan data is also protected by the same privacy and data policy as your face scans.

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