Help Center

Hypershell X is a powered exoskeleton product suitable for hiking, cycling, travel, work, and everyday life. It is the most advanced and cutting-edge exoskeleton available on the market today.

Hypershell X is not intended for use as a medical device. It is the user's responsibility to ensure that the product is used in accordance with its intended purpose. Hypershell disclaims any and all liability for any damages, injuries, or other consequences arising from the use of this product for medical purposes or in any unintended context.

Auraloop is an official partner / authorised retailer of Hypershell in Australia, providing in-store demos, sales and official after-sales support locally.

• Brand & manufacturing: Products are designed and manufactured by Hypershell.
  
• Auraloop’s role: We offer in-store trials, sales, advice and warranty support in Australia (per the brand’s warranty terms).
  
• Not the manufacturer: Auraloop is not the manufacturer; we operate under official authorisation.
  
• Verification/contact: For verification or support, email service@auraloop.net or visit 32 Oxford Street, Woollahra NSW 2025.

• Dispatch: Standard orders are typically dispatched within 1–2 business days.
• Delivery time: Around 2–10 business days, depending on your location.
• Carriers: Australia Post or Sendle.
• Tracking: A tracking number will be provided on dispatch. You can track your order on your order page at www.auraloop.com.au or via the link in your shipping confirmation email.
• Click & Collect (Sydney): You can pick up in-store at 32 Oxford Street, Woollahra NSW 2025. Please bring your order number and proof of identity for the order holder (e.g. the order confirmation email/SMS, a bank card in the same name, or other ID).

• Online orders: Your invoice is automatically sent by email/SMS after dispatch.
• In-store purchases: We provide a receipt by default. If you require a tax invoice (digital), please email service@auraloop.net with your purchase date, receipt number/name/contact details. We’ll issue it within 1–2 business days.
• Haven’t received it? Please email service@auraloop.net with your order number/purchase date/name and we’ll reissue it.

Yes. Auraloop is the first officially authorised Hypershell retailer in Australia, and we provide official after-sales support. All items are genuine and eligible for the manufacturer’s warranty (per the warranty terms).

For verification or questions: service@auraloop.net. Or visit us at 32 Oxford Street, Woollahra NSW 2025.

We can only accept returns of items that are both unopened and unused, in their original, sealed packaging, within 7 days of delivery.

If the packaging seal has been broken, the item assembled/activated, or any accessories removed, we cannot accept a change-of-mind return.

Please contact us first for return instructions. Change-of-mind returns are at the customer’s cost for return postage; original shipping is non-refundable. Returns sent without prior approval may be delayed.

Examples of “opened/used” (not eligible): broken seals, missing films/tags, activation/pairing, signs of wear, fitted straps/cases, registered warranty.

• If something is wrong with the product

If your item arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery. After assessment we’ll repair or replace; if that isn’t possible, we’ll refund. Your rights under the Australian Consumer Law remain.

• How to start

Email service@auraloop.net with your order number, a brief reason, and photos/videos if relevant. We’ll reply with next steps, and once the return is received and inspected we’ll update you within 3–5 business days.

Warranty & Support

We’re committed to product quality and customer satisfaction. Warranty coverage may vary by region and purchase channel.

Warranty periods

• 1-year warranty (from the purchase/delivery date)
  

What’s covered

• Coverage begins on:

1. Online orders: the delivery date shown by the carrier
2. In-store purchases: the purchase date on your receipt/tax invoice

• Warranty is linked to the product serial number (not the customer) and is non-transferable to other products.
• Covers manufacturer defects and other issues as defined in our warranty policy.
  

How to request warranty service

Please contact us with the following:

If bought online (Auraloop website):

• Your order number
• A screenshot/photo of your order confirmation email
• Photos/videos showing the issue (if applicable)
  

If bought in store:

• Purchase date
• Receipt/tax invoice
• Photos/videos showing the issue (if applicable)
  

For questions or to start a warranty claim, email service@auraloop.net or visit us at 32 Oxford Street, Woollahra NSW 2025. We’re here to help.

This guide provides detailed packing dimensions, weights, and included items for each Hypershell product and accessory. Use this information for shipping reference, storage planning, or order confirmation.

1. Hypershell X GO

• Packing Dimensions (cm): 54 (L) × 38 (W) × 21 (H)
• Total Weight (kg): 7.182
• Weight in Box (kg): 5.0
• Box Contents:

1. Hypershell GO Exoskeleton ×1 (with waist belt and leg belt)
2. Standard battery ×1
3. USB-C charging cable ×1
4. User manual ×1
5. Warranty card ×1

2. Hypershell X PRO

• Packing Dimensions (cm): 54 (L) × 38 (W) × 21 (H)
• Total Weight (kg): 7.182
• Weight in Box (kg): 5.5
• Box Contents:

1. Hypershell PRO Exoskeleton ×1 (with waist and leg belts)
2. Anti-cold Temperature Battery ×2
3. USB-C charging cable ×1
4. User manual ×1
5. Warranty card ×1

3. Hypershell X CARBON

• Packing Dimensions (cm): 54 (L) × 38 (W) × 21 (H)
• Total Weight (kg): 7.182
• Weight in Box (kg): 5.5
• Box Contents:

1. Hypershell CARBON Exoskeleton ×1 (with waist and leg belts)
2. Anti-cold Temperature Battery ×2
3. USB-C charging cable ×1
4. User manual ×1
5. Warranty card ×1

If your exoskeleton is producing unexpected or abnormal sounds, try the following steps:

• Inspect the device for loose components

Make sure all parts are securely assembled and properly tightened according to the user manual.

• Check for debris or obstructions

Look for any dirt, dust, or foreign objects that may be interfering with the moving parts or joints.

• Test the device in a quiet environment

Use the exoskeleton in a controlled space to better identify where the sound is coming from.

If the noise persists after these checks, please contact Auraloop customer support. Our team can help determine whether a component needs adjustment, repair, or replacement. Avoid continued use until the issue is diagnosed to prevent further wear or damage.

If the movement of your exoskeleton feels jerky, uneven, or inconsistent, try the following steps:

• Check joint alignment

Ensure all joints and structural components are properly aligned and securely fastened according to the setup guide.

• Inspect for obstructions

Look for any debris, fabric, or foreign objects that may be caught in or around the joints or motors, which could interfere with smooth motion.

• Confirm correct settings in the app

Use the Hypershell+ app to verify that the appropriate motion mode and assist level are selected and that firmware is up to date.

If the issue persists after these checks, contact Auraloop customer support. Our team can help you troubleshoot further and determine whether a calibration, sensor, or hardware issue is causing the irregular movement.

Yes, a soft humming or whirring sound is normal while using the exoskeleton. This sound comes from the motorized components as they operate to assist your movement.

However, if you hear loud, irregular, or grinding noises, it could indicate a potential issue. In that case:

• Stop using the device
• Inspect for loose parts, misalignment, or debris
• Contact Auraloop customer support for further evaluation

Normal operating noise should be minimal and consistent during use.

If your Hypershell Exoskeleton suddenly stops responding during use, particularly while walking, follow the steps below to identify and resolve the issue.

• Issue Description

The exoskeleton suddenly becomes unresponsive during walking, with no visible signs of malfunction in the app or hardware.

• Likely Cause

This issue may be caused by a malfunction related to the HDC (Hill Descent Control) mode. Although the Hypershell+ App may show HDC as turned off, the system may still be running in HDC mode in the background, leading to functional errors and unresponsiveness.

• Step-by-Step Solution

1. Update the App
   Upgrade the Hypershell+ App to version 1.4.3 or above. After updating, open the app and manually turn off the HDC mode. Then, test the device to see if it resumes normal function.
2. Factory Reset the Device
   If updating the app and turning off HDC do not resolve the issue, perform a factory reset on the exoskeleton. After resetting, go back into the app and turn off HDC again before testing.
3. Reinstall Firmware
   If the issue persists, proceed to reinstall the device firmware using the Hypershell+ App. This will ensure that all system functions are restored to their latest and correct state.
4. Contact Support for Replacement
   If none of the steps above resolve the problem, please contact the Hypershell customer service team to arrange for a replacement device.

• Reminder

Always keep your app and firmware up to date to avoid compatibility or control issues and perform regular system checks before use.