Customer Panel

FAQ: Frequently Asked Questions

Looking for a quick answer? You've come to the right place! We've gathered here everything our customers ask us about most frequently. Select a specific category from the menu on the left or feel free to browse the entire list below.

FAQ

Categories
  1. General Questions
  2. Sales and Orders
  3. Technical Support

General Questions

1Why use a tour guide system?
A tour guide system is a tool valued by guides, travel agencies, interpreters, and entrepreneurs. Here are the key benefits:
  • Voice saving – the guide can speak quietly, or even whisper, and every tour participant will hear them perfectly.
  • Comfortable sightseeing – tourists don't have to crowd around the guide; they can freely take photos and still stay in touch with the group.
  • Discretion – allows visiting places that require silence (churches, museums, memorial sites).
  • No noise – unlike voice amplifiers, a tour guide system does not generate noise.
  • Cost savings – owning your own system eliminates expensive rentals at museums and tourist attractions.
  • Competitive advantage – a guide with a tour guide system is simply more professional.
2How does a tour guide system work?
A tour guide system is a wireless, one-way radio communication system with very high audio transmission quality (higher than a phone call).
  • The guide speaks into a transmitter with a microphone – the radio signal reaches the participants' receivers.
  • The number of receivers is unlimited – sets of 25 or 50 units are popular.
  • Devices operate in the 863–865 MHz range (legal in the EU without permits), ensuring crystal-clear quality and minimal risk of interference.
  • The range is up to 100 meters.
  • Many channels are available (e.g., WT-300 has 40 channels), allowing multiple groups to operate simultaneously in one location.
3Who buys tour guide systems?
Tour guide systems are popular in many industries:
  • Guides and travel agencies – for leading group tours in a comfortable and professional manner.
  • Entrepreneurs and management staff – for training in noisy production halls, guiding delegations of investors and contractors.
  • Interpreters – tour guide systems are mobile simultaneous interpretation systems, ideal for both conference rooms and outdoor settings.
  • Audio description providers – for discreetly conveying content to visually impaired and blind individuals in cinemas, theaters, and stadiums.
4What to consider before buying a tour guide system?
Before purchasing, it's worth checking several key parameters:
  • Operating time without charging – the longer, the better. Especially in tourism, where there isn't always time to charge.
  • Weight and comfort – the receiver should be lightweight and intuitive to operate.
  • Power supply – standard AA batteries have the advantage of being available at any kiosk.
  • Mechanical resistance – the equipment will be used intensively, ideally for many years.
  • Frequency range 863–865 MHz – legal in the EU, guarantees the best quality and lowest risk of interference. Ask the supplier for technical specifications and a CE certificate.
  • References – equipment used by large operators and rental companies is a good indicator of quality.
5Can a tour guide system be used for simultaneous interpretation?
Yes! A tour guide system is essentially a wireless interpretation system. Thanks to multiple channels (e.g., 40 in the WT-300 model), simultaneous interpretation into several languages is possible.

Example: the guide speaks Polish on channel #1, the interpreter translates into English on channel #3. Participants select the channel corresponding to their language.

By investing in a tour guide system, you get 3 functionalities in one: an interpretation system for conference rooms, a mobile interpretation system for outdoor use, and a system for guiding tours.
6Is a tour guide system suitable for audio description?
Yes. A tour guide system is excellent for audio description because:
  • The message reaches the listener discreetly without disturbing other viewers.
  • The content is clear and arrives without interference.
  • It can be used in cinemas, theaters, stadiums – anywhere accessibility for visually impaired and blind individuals is important.

Sales and Orders

1How to place an order in the Mexpo store?
The most convenient way is to order via the shopping cart on mexpo.eu. You can place an order after logging into your Account or without registration – just provide the necessary data for order fulfillment.

Order process:
  1. Add selected products to the cart by clicking the button with the cart icon.
  2. Specify the number of units for the ordered products.
  3. Click the "checkout" button in the bottom right corner of the screen.
  4. Choose your delivery and payment method.
  5. Confirm your details, accept the Terms and Conditions, and click "buy and pay."
After placing the order, you will receive a confirmation to the provided email address.
2What payment methods are available?
We offer the following payment methods:
  • Online payment – electronic transfer or payment card via the PayU service.
  • Traditional bank transfer – to the Mexpo Sp. z o.o. bank account (transfer instructions with account number will be sent via email).
  • Leasing or installments – details in the offer of our financial partners available on the website.
Important: The order must be paid within 7 calendar days. After this period, the order is automatically canceled.
3Can I lease equipment or pay in installments?
Yes! We offer the possibility of financing your purchase through leasing and installments. Details regarding financing conditions can be found in the offer of our partners available on the store's website.

If you need an individual quote or have questions about the terms, please contact us at mexpo@mexpo.eu.
4Can I buy additional receivers later? Will they be compatible?
Yes, absolutely! Additional receivers can be purchased at any time and will always be backward compatible with your existing transmitter.
5Are tour guide systems expensive? Is it worth it?
Owning your own tour guide system quickly pays for itself. Here's an example calculation:

The cost of renting a set of 50 receivers with a transmitter is approximately 50 EUR per day. For an average 5-day tour, this amounts to 250 EUR (~1000 PLN). A small travel agency handling 20 tours per season would pay about 20,000 PLN net for rentals. For this amount, you can own significantly more than 50 receivers!

Additionally, by owning your own system, you can charge a fee for providing devices to tourists or sell disposable headphones – generating additional income.
6What are the shipping costs and delivery times?
Delivery is carried out via courier company or personal pickup.
  • We usually deliver goods within 3 business days (maximum up to 14 business days).
  • The lead time is provided for each product in the cart.
  • Delivery costs are borne by the buyer – current rates are available on the store's website.
  • Follow our promotions – we regularly offer free delivery above a certain order amount.
Important: Check the condition of the shipment upon receipt! In case of damage, draw up a damage report in the presence of the courier.
7When will I receive an invoice?
The invoice for your purchases will be generated after payment is processed and sent via email or attached to the shipment with your order.

If you choose traditional bank transfer, the store also issues a proforma invoice.
8Which bank accounts can I transfer to?
  • PLN: 05 1090 1098 0000 0001 5130 7263
  • EUR: PL 34 1090 1098 0000 0001 5130 7323, SWIFT: WBKPPLPP
  • CHF: PL 39 0310 9025 9000 0000 01517 60711, SWIFT: WBKPPLPP
Accounts are maintained by Santander Bank Polska.
9How can I withdraw from the contract and return goods?
Every buyer has the right to withdraw from the contract within 14 days of receiving the order.

Procedure:
  1. Send an email to mexpo@mexpo.eu with a statement of withdrawal from the contract, providing your order number.
  2. After our confirmation – pack the goods and send them via insured courier to: Mexpo Sp. z o.o., ul. Pułaskiego 8, 81-368 Gdynia.
  3. Ship within 14 days of submitting the statement.
Payment will be refunded within 14 days of receiving the statement and returned goods, using the same payment method you used for the order.

Note: The goods must be new, unused, and undamaged. Goods in sealed packaging opened after delivery (for hygienic reasons) and outlet goods are not returnable.
10How to file a complaint?
If the goods have a defect, you may request repair or replacement.

Complaint procedure:
  1. Send photographic documentation of the complained goods to mexpo@mexpo.eu.
  2. In the report, provide: contact details, order number, description of the defect, date of its occurrence, and your request (repair/replacement).
You will receive a response to your complaint within 14 days of submission.

The seller bears the costs of bringing the goods into conformity with the contract. If repair or replacement is not possible, you have the right to a price reduction or withdrawal from the contract.
11What rules apply to business customers (non-consumers)?
Different regulations apply to business customers (legal entities, entrepreneurs):
  • The seller's liability under warranty for goods is excluded.
  • The business customer is obliged to inspect the shipment within 10 business days of receipt.
  • The seller may provide a guarantee for goods – information is included in the Terms and Conditions.
  • The seller is only liable in case of intentional damage.

Technical Support

1The device is not working. What next?
  1. Check if the battery is actually charged.
  2. If the device is powered by AA batteries, try replacing them with brand new ones.
  3. Make sure the AA battery is inserted correctly (+ to +, - to -).
2The receiver is on, but there's no sound. No transmission from the transmitter.
  1. Check if the receiver volume is not set to zero.
  2. Check if the transmitter volume is not set to zero.
  3. Make sure the headphone plug is correctly inserted into the jack – push it firmly if necessary.
  4. Make sure you are using a receiver for reception, not a transmitter.
  5. Check if the headphones you are using work – try another pair of headphones, preferably ones that work with a different receiver.
3How to change the channel on the device?
For mGuide Pellegrino 2, press and hold the "-" and "+" buttons for 2 seconds. The text "CH" will start flashing on the display. Select the channel using the "-" or "+" symbol. To confirm your selection, briefly press the power button or wait 10 seconds.
4What is the device's operating time on batteries?
For mGuide Pellegrino 2:
  • Receiver operating time – 32 hours on 2 AA batteries.
  • Transmitter operating time – 24 hours on 2 AA batteries.
In practice, devices only need to be charged once every 4-5 days, depending on usage intensity. The device has an automatic shutdown mode when not in use, which further saves battery.
5What is the device charging time?
The charging time for the device from zero (using rechargeable batteries) is up to 4.5 hours. At most, when charging a new rechargeable battery from zero, this time does not exceed 6 hours.
6How do I know when to charge the rechargeable batteries?
Devices (including WT-300 and other models) are equipped with an LCD display that shows the battery charge indicator.
7Can I use regular batteries instead of rechargeable ones?
Yes, devices can operate on both rechargeable batteries and regular AA alkaline batteries.

Important: Never place devices with regular batteries in the charger! Charging regular batteries causes them to leak, leading to device damage – and in the worst case, costly replacement.
8Batteries are leaking. How to prevent this?
One of the most common causes of post-warranty failures is leaking batteries. It sometimes happens that someone replaces rechargeable batteries with regular ones, and then another person, unaware of this, places the device in the charger.

Tip: We recommend using seals – stickers placed at the junction of the housing cover and the casing, with the inscription "Do not remove!". A damaged or missing seal indicates the need to check whether the device contains rechargeable batteries, not regular ones. This is a proven solution used by our customers with a large fleet of devices.
9Can a built-in rechargeable battery be purchased and replaced independently?
For systems with a built-in rechargeable battery – an additional battery can be purchased at a later date. The price of the battery includes its installation in the device.
10Carabiner clip – why do we use disposable snap hooks?
Devices are equipped with disposable lanyards with snap hooks. With intensive use of a large number of snap hooks, 1-10% of them may break over time – however, this is not a product defect.

Previously, we used regular lanyards with strong hooks, but a sudden pull would cause a part of the casing to break (replacement cost: 45-80% of the device's value). The disposable snap hook is an economical solution that:
  • Protects the casing – with a stronger pull, the snap hook breaks, not the casing.
  • Protects the user – in a situation where the device hanging around the neck gets caught on something.
11If we have 2 transmitters, can one be used by the tour leader and the other by the guide?
Only 1 transmitter can operate on a single channel simultaneously. If you want to give the floor to another person, you have two options:
  1. Hand over the transmitter with the microphone to them.
  2. Set the second transmitter to a different channel – but then the participants' receivers must also be switched to that channel.
The WT-300 has 40 channels, which makes it easy to guide multilingual groups with an interpreter.
12Can disposable headphones be purchased?
Yes, we offer proven in-ear headphones with a 100 cm cable, packed in sealed bags – giving users the guarantee of first use.

Headphones are available in a minimum package of 1000 pieces. Contact us for a price quote.
13Can I connect my own headphones or microphone?
Yes! Any headphones with a 3.5 mm jack can be connected to the receiver – including headphones from a phone or MP3 player.

For the transmitter, we recommend a head-worn microphone (does not require holding, the band rests at the back of the head – can be worn with a hat). Any other microphone with a 3.5 mm jack also fits.
14Is the sound quality satisfactory? Is there no interference?
Tour guide systems are specially designed to maintain crystal-clear transmission quality – much better than phone calls. They operate in the 863-865 MHz range, which is a special band intended exclusively for this type of device and stage sound systems.

The WT-300 has 40 channels (most systems have 8 or 16). The probability of interference is practically close to zero.
15I am concerned about the loss or damage of equipment entrusted to tourists. How can I protect myself?
The WT-300 is difficult to damage – it is shock-resistant and rain-resistant. You also cannot accidentally change the channel, as the device has an automatic lock.

Additionally, the equipment can be insured as mobile equipment – the cost of insurance is approximately 100-200 PLN per year.
16What can I check before reporting equipment for service?
Before submitting a service request, follow the steps below – they may resolve the problem without the need for service intervention.

Step 1: Check channels and power supply
  1. Ensure that only one transmitter in your vicinity is operating on the same channel.
  2. Confirm that the transmitter and receiver are set to the same channel.
  3. Check if the transmitter batteries are charged.
Step 2: Receiver and mute verification
  1. Check if the receiver volume is set to an appropriate level.
  2. Ensure that the transmitter's mute function is off (the green LED should not be flashing).
Step 3: LED indicator analysis
  1. The LEDs on the transmitter and receiver should glow a steady green.
If the device still does not work after performing all steps – you can proceed with a service request.