FAQ Knowledge Base

Everything you asked is answered here, you may use Ctrl (Command) + F to search for your questions.

PRE-SALE FAQ

How does the AutoEgg work?

Thanks to the four purrcise weight sensors with 0.03 oz (1g) accuracy, the AutoEgg performs automatic self-cleaning 5 mins after detecting the presence of 0.17+ oz (5+ g) of your cat's waste.

How does the AutoEgg work in real life? Unboxing & Quick Start Guide Video

How does the health log display work? Demonstration Video

COMPATIBILITY

Will the AutoEgg fit in my space?

The AutoEgg is a compact size of 30L x 19W x 17H in. (77L x 48W x 44H cm) and weighs 11lbs (5 kg).

How many cats can use the AutoEgg?

We recommend one indoor cat per AutoEgg. It could work for up to two cats per unit, but you will need to clean the waste din more frequently.

Does the AutoEgg have a weight limit?

Size and weight often have little to do with whether a cat will adopt the AutoEgg or not. The max load limit of the AutoEgg with litter and cat combined is 44 lb. (20 kg). As long as the cat can enter it, we do not have a weight limit for your cat. However, we recommend your cat weigh less than 15.4 lb. (7 kg).

If you find your cat is too big, you may use it without the lid. It's still functional. But please take off the tracking pad as well to maintain the balance of the unit.

Can kittens use the AutoEgg?

Kittens or cats should weigh at least 4.4 lb. (2 kg) to activate the self-cleaning after each visit automatically. 

Won’t somebody please think of the kittens? We do! Please place an object that weighs 4.4 lb. (2 kg) or more onto the AutoEgg base for 15 seconds, then the AutoEgg will perform self-cleaning four times every day at 3 & 9 am/pm, so it works for the kittens less than 4.4 lbs.

Is it hard to acclimate my cat to the AutoEgg?

With the low step and an arching-opening hood, the box-shaped AutoEgg is the best litter box for your cats to investigate with natural curiosity. To expedite the process, we recommend placing the AutoEgg in the same location as the old litter box. Add a few cups of litter from the old litter box to help your cats feel more familiar with the AutoEgg. You may also need to place them inside the AutoEgg, to show them that it is safe.

What if my cat won’t use the AutoEgg?

Some furry friends can be more on the anxious side. If your cat refuses to enter the AutoEgg on their own, you may use it without the lid. Please take off the tracking pad as well to maintain the balance of the unit.

If you and your cat are not completely satisfied, just return your AutoEgg within 30 days of delivery for a full refund of the purchase price. 

Where should I put my AutoEgg?

Avoid soft carpeted surfaces—the automatic self-cleaning function fully relies on four gravity sensors on the bottom of AutoEgg. If you have to put the AutoEgg on the carpet, please place a hard mat completely underneath the unit. Do not place the AutoEgg near air vents or high-power appliances.

MEOW-TENANCE

How often do I need to empty the waste bin?

It depends on the number, size, breed, and gender of your cats. For a single average-sized cat, you will need to empty it every 3 to 5 days.

How often do I need to add litter? 

You should add litter when emptying the waste bin. For better tracking control and litter savings, add litter to the middle of the “Min” and “Max” line. Never fill the AutoEgg past the “Max” line. This can potentially damage the unit, as well as make the cat more prone to kicking litter out of the AutoEgg.

Does the AutoEgg require special litter?

The AutoEgg does not require expensive types of litter. It only requires the most common fast-and-hard clumping clay cat litter with small particles.

DO NOT use silica gel crystals, recycled paper, tofu, pine, corn, or wheat litter.

There's no universal best litter because there are varied cat breeds and behaviors. We recommend the highly-accessible Tidy Cats Instant Action (for better clumping) or 24/7 Performance Clumping Litter (for better odor control).

Does the AutoEgg require special liners?

No. Regular grocery or trash bags will fit. We also offer perfect-sized 100% biodegradable/compostable liners.

How often do I need to deep clean the AutoEgg?

It depends on your cat’s behavior and your personal preference. We recommend deep cleaning every 2 to 6 weeks. Click here for a video guide to quickly disassemble for deep cleaning.

SAFETY CONCERNS

Will the cleaning rake work while my cat is inside?

No. With the purrcise weight sensors and Cat-Stuck Prevention function, the cleaning rake will not move while your cat is inside.

What happens if my cat tries to enter the AutoEgg while it is cleaning?

If the AutoEgg detects sudden weight above 0.5 kg (1.1 lb.), the Cat-Stuck Prevention function will be enabled, and the self-cleaning cycle will pause immediately. The AutoEgg will wait for 5 minutes before resuming. 

Is the power supply dangerous for my cat? What kind of power supply does AutoEgg require? 

No. The AutoEgg’s power supply is not dangerous for your cat. The AutoEgg works worldwide on both 110 and 220 volts with an ultra-safe 5V2A USB type-C bite resistant cable.

How much power does the AutoEgg consume?

The AutoEgg is ultra-quiet and ultra-energy-saving. It only consumes 1 kWh of electricity for 500 cleaning cycles.

SHIPPING

Where do you ship to?

We offer free shipping to all states in the US, except Hawaii and Alaska.

We ship to Canada for a flat $65 shipping fee. Sorry, we don’t ship to other countries at the moment, but we are in the process of developing worldwide distribution. To get the latest updates, please subscribe our email in the footer of www.chillx.co

What is your order handling speed?

Orders by 5:00 p.m. EST on weekdays are shipped the same day.

What is your delivery speed?

All orders are shipped via FedEx from one of our three warehouses across the US. Regular orders will be delivered within 3 to 7 days. Expedited orders will be delivered within 1 to 3 days. 

RETURNS & WARRANTY

If I am not satisfied, how do I get a refund?

Try the ChillX AutoEgg self-cleaning litter box in your home. If you or your cats are not satisfied for any reason, return it within 30 days from the delivery date for a full refund of the purchase price.

Please note that the reconditioned unit is not eligible for a refund, but we stand behind our reconditioned products with the same 12-month warranty as our new products.

Please note that you are responsible for return shipping costs to our processing address in Los Angeles. The package is 18 pounds and 32x20x12 inches (dimensional weight of 56 pounds).

Please contact us if you need a return shipping label, we can provide a FedEx return label for a $60 deduction from your refund. 

What is the return or replacement process for the 30-Day Money Back Guarantee? Do I need an RMA number?

To avoid damage during shipping, you must clean and pack the AutoEgg and all AutoEgg accessories in the original carton and packaging materials to extend our products’ lifespan.

If the AutoEgg is missing parts or accessories, these items base cost will be deducted from your final refund. 15% of the original purchase price will be deducted as a cleaning fee if it's not thoroughly cleaned.

You must obtain an RMA (Return Merchandise Authorization) number. We do not accept responsibility for return shipments without an RMA number. To request one, contact us via email at support@chillx.co.

I've thrown away the original packaging! Does that mean I can't return the ChillX AutoEgg? 

You can definitely still return the unit! However, our box is designed to cradle the unit to prevent any damage during shipping. Without the original box, we can't guarantee that more damage to the ChillX AutoEgg won't occur during shipping and handling.

We are able to negotiate on the customer's behalf to offer a $60 Return Shipping label (only applies to the lower 48 states of US) when using our original box. Without the original packaging, the customer is responsible for the shipping costs which will typically range from $70 - $120, depending on where you live and what shipping service you choose.

If you are providing your own shipping and packaging, please make sure to provide us the tracking number by emailing support@chillx.co .

How long will it take for my refund to be processed? 

We will process your refund (to the original method of payment) within 5 to 7 days of receipt of your returned unit. Keep in mind that it may take your payment provider 10 business days or longer to deposit the money into your account.

What is covered under your 12-month warranty?

We warrant the Original Retail Purchaser and no other purchaser or subsequent owner of the product. The warranty covers normal and proper residential use and defects in material or workmanship for one year from the purchase date.

We offer responsive and informative customer service. Most issues can be resolved with free replacement parts, without the need to send us the AutoEgg. If a repair is required, we will provide free repair or a free replacement unit.

What should I do if the AutoEgg needs service after the 12-month warranty?

The AutoEgg’s designed lifespan is three years. We will provide free responsive and informative customer services beyond warranty. If you need replacement parts, you can purchase from us for a transparent and fair cost.

OTHER

Does the AutoEgg come with an app?

No. The AutoEgg does not come with a “smart” app to surcharge at least $50 more.

Do you offer a payment plan?

Yes. We proudly partner with the industry leader Affirm to provide you with a plan starting at $36 per month. You may qualify for an interest-free three-month plan. 

Do you have a Give & Earn Referral program?

Yes. Give $10 and earn $10 for each of your referrals. Sign up here. Sorry, you cannot refer yourself.

 

POST-SALE TROUBLESHOOTING FAQ KNOWLEDGE BASE

With thousands of AutoEgg units shipped, we got everyone’s back with responsive and informative troubleshooting assistance, no matter how rare the issue you’re facing.

We’re continually updating this FAQ knowledge base with video guides. Please bookmark this page for your future reference.

If you have any further questions, please reach us via Facebook Messenger (facebook.com/chillx.co) or at support@chillx.co 

GENERAL

Why won’t the tracking pad fit the AutoEgg base properly?

  • It is designed to be a tight fit. You may need to squeeze the base a bit to insert the tracking pad perfectly.
  • If it still doesn’t fit, the cleaning rake may have become misaligned during the shipping process. Realign it by following this one-minute video guide.

    What if my cat is reluctant to use the AutoEgg?

    We recommend placing the AutoEgg in the same location as your previous litter box. You can leave the old litter box near the AutoEgg for a short time. Start by taking a cup of litter from the old litter box and adding it to the clean litter in the AutoEgg. 

    Why does my AutoEgg screen say "Self Test"?

    Upon plugging in the unit, the screen will read "Self Test" and the rake will return to the starting position. This is a normal operation for the AutoEgg, and will occur every time it is unplugged and replugged, to make sure the unit is operational.

    Why won’t my AutoEgg perform automatic self-cleaning?

    There are a few reasons, follow these steps to troubleshoot:

    1. Check your cat’s weight. The automatic cleaning after each waste deposited only works for cats above 2 kg (4.4 lb.). *If you have a kitten that weighs less than 4.4 lbs, power on your AutoEgg, then place any object above 4.4 lbs for 15 seconds to activate the four-time automatic cleaning throughout the day.
    2. Make sure the AutoEgg is placed on a hard and flat surface, is not touching a wall or other objects, and is a safe distance from air vents or high-power appliances.
    3. Make sure to unplug and re-plug the power cord to reset the weight sensors whenever after you touch the AutoEgg (add litter, move the AutoEgg, or enclose the hood, etc).
    4. Check the two metal clickers inside the touchscreen side rail to make sure they are clickable. One-min reference video.
    5. Check that the cleaning mode is set to “Automatic” and not “Manual” in the settings menu.
    6. Press the “Sensor” button in the settings menu to reset the weight sensors.

    Why is there no data or self-cleaning after my cat enters?

    Sometimes, your cat may enter the AutoEgg, spin around, and exit without pooping. Also, if the waste is less than 5 g (0.17 oz), the AutoEgg will not perform automatic self-cleaning. 

    If the problem persists, try unplugging and re-plugging the power cord.

    Why is there litter in the rails and on the base?

    To ensure quick and easy disassembly and reassembly, we leave some crevices between parts on purpose. You can pour that litter out when deep cleaning your AutoEgg.

    How can I test if the automatic cleaning function is working?

    The automatic cleaning function is turned on by default, so you don’t need to adjust the setting. However, if you find that it doesn’t work automatically, please follow the steps below to test the functionality. You can watch the video guide below.

    1. Make sure set the setting into "Auto Mode".
    2. Prepare two items: one to simulate a cat weighing 4.4 lb (2 kg) or more, and one to simulate waste (you can use the scooper).
    3. Unplug and re-plug the power cord to restart the AutoEgg
    4. Put both items inside.
    5. Wait 10 seconds, and then remove the cat weight.
    6. Wait 10 to 15 seconds. The touchscreen should display the weight log.
    7. Wait 5 minutes, and the automatic cleaning should run.

    TOUCHSCREEN DISPLAY RELATED

    Why is the touchscreen unresponsive?

    • There may be some litter stuck in the display panel. Use a needle, thin strip of plastic, or a thin toothpick to remove the litter from the perimeter of the screen.
    • Then, gently press down on the four corners of the screen evenly, at the same time until the touchscreen functionality returns.

      Why does my new AutoEgg come with existing log data? Is it a used unit?

      Your unit is brand new. We test and record data once or twice in the factory or at the warehouse for quality assurance purposes.

      What do I do if the display stays on the “Self-Test” page?

      After the self-test, the cleaning rake will be moved back to the starting position if it is not already there.

      • If the cleaning rake is very close to the starting position but doesn’t touch the position reset button on the display side (reference video), there’s maybe too much litter on the back of the rake. Use the scooper to flatten the litter on both sides of the rake to make sure the rake can return to the starting position.
      • If the cleaning rake is in the starting position and the “Self-Test” page continues to display, the cleaning rake may be misaligned. Realign it by following this one-minute video guide.
      What do I do if the display shows “Gravity Sensor Does Not Work”?

      Place an object that weighs 4.4 lb. (2 kg) or more onto the AutoEgg base. Then, unplug and re-plug the power cord. 

      CLEANING RAKE RELATED

      How to move and reset the cleaning rake?

      Why is there poop behind the cleaning rake?  

      To ensure safety, the AutoEgg comes with the Cat-Stuck-Prevention function. If your cat enters before the cleaning rake moves back to the starting position, it will stop instantly and resume in five minutes. Your cat may enter the AutoEgg and excrete behind the rake during this period.

      Why is some stool stuck on the cleaning rake? 

      Sometimes, cats experience loose bowels, soft stool, or excessive urine volume. Make sure to use fast-and-hard clumping clay litters to combat these issues. 

      Why does the cleaning rake stay at the other end and not move back to start position?

      There are two reasons why the rake may not return to the start position: 

      1. The “Rake” button in the settings menu is designed to move the rake one-way. Press the “Rake” button again to move it back.
      2. There are two cleaning rake position-limit triggers on the display side of the rail. Press the two triggers to reset the position limit of the rake. Please watch this one-minute video guide.  

      Why does the cleaning rake stop in the middle of moving and no longer move?

      This happens when the cats enter while the AutoEgg it is cleaning. If the AutoEgg detects sudden weight above 0.5 kg (1.1 lb.), the Cat-Stuck Prevention function will be enabled, and the self-cleaning will pause immediately. The AutoEgg will wait for five minutes before resuming.

      In rare cases, the cleaning rake may stop multiple times, or the weight sensor detects repeated sudden weight, so the cleaning rake will no longer move. Unplug and re-plug the power cord to reset the cleaning rake position automatically.

      If the rake doesn’t move for more than 5 minutes, press the two triggers to reset the position limit of the rake. Please watch the short video guide below. 

      Why is the cleaning rake very loud and noisy?

      Most likely, the cleaning rake was misaligned during shipping or due to an external force. Realign it by following this one-minute video guide below. 

      In rare cases, some litter may have entered the motor. Detach the cleaning rake and clean the litter by following this quick disassembly video guide below.

      What do I do if the cleaning rake is misaligned?

      The cleaning rake may be misaligned during shipping or due to an external force. Realign it by following this one-minute video guide below. 

      What do I do if the cleaning rake is detached from the rail? How do I put it back? 

      Insert the motor base into the rail (the opposite side of the display) at an angle, and then realign it by pushing with two thumbs (the same side of the display). 

      https://www.youtube.com/watch?v=gIusC4EtuNM

      How to replace the motor base? 

      Watch the three-min video guide below.

      How to Dissemble for Cleaning?

      The litter box can be removed and washed. We recommend replacing the litter completely and cleaning the litter tray every 2-6 weeks.

      Video Guide - Quick Disassembly for Deep Cleaning

      1. Take Off the Top Cover
      1. Press “Reset” to Move the Rake to the End of the AutoEgg
      1. Rotate and Remove the Waste Bin
      1. Remove the Litter Residue on the Rake with the Litter Scooper
      1. Remove the Rake from the Base 
      1. Remove the tracking and Litter Tray
      1. Wash the Removable Parts 
      1. Dry Removable Parts Completely

        How to Reassemble After A Deep Cleaning?

        1. Insert the litter tray with the straight edge facing towards the waste bin.
        1. Reattach the rake to the motor housing. (Learn more with this video.)
        1. Snap in the waste bin cover above the waste bin.
        1. Replace the tracking pad. 

           

          Have any further questions?

          Please reach us via Facebook Messenger (facebook.com/chillx.co) or at support@chillx.co 

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