Frequently Asked Questions

Please also check the original infotainment system, screen and connectors. Different factory systems within the same model year may require different SP versions. For BMW vehicles, for example, identify the original system such as CIC, NBT or EVO before ordering. Contact ECAN to confirm the correct version for your vehicle.

Confirm the model year, chassis generation, original infotainment system, dashboard layout and screen connectors. Then check the available SP version and screen size with ECAN. A BMW X3 model name alone does not establish compatibility, and fitment for one generation does not apply automatically to another.

Email info@ecan-audio.com with your vehicle’s make, model, year and trim, plus clear photos of the dashboard and original infotainment screen. Include the original system version and connector photos if available, and tell us which factory functions you want to retain. We will use this information to check the appropriate SP configuration.

Retention of the original radio, controller and other functions depends on your vehicle and the SP version. Wiring, adapters and coding requirements must be checked for that configuration. If you are unsure about installation, use a qualified installer. ECAN provides online technical guidance, but does not offer an in-person installation service.

These functions must be checked individually for your vehicle and SP configuration; additional interfaces or adapters may be required. On some Mercedes-Benz, BMW and Audi configurations, the original system retains control and certain steering wheel commands may not operate the added interface because of control conflicts. Camera compatibility also does not automatically include dynamic parking guidelines.

Check the specification for the exact SP version before ordering. Apple CarPlay, Android Auto, wired or wireless connections, screen mirroring and USB media playback are separate features and should each be confirmed. Support for one feature does not establish support for the others. ECAN can help check the required features against your vehicle and phone.

First confirm that your SP version and phone support the connection method you want to use. For a supported wireless connection, enable Bluetooth and Wi-Fi, open the phone-integration app specified for your unit, and follow its pairing prompts. Select the device name shown on the unit. For a supported wired connection, use the designated data USB port and a suitable data cable. Follow the instructions for your specific SP version.

Email info@ecan-audio.com with your order number, vehicle details, SP version, a description of the issue, and clear photos or video. Inquiries are accepted 24/7. Technical replies are provided Monday–Friday, 09:00–18:00 UTC+8 (HKT). Please contact us before rooting the device or installing firmware that ECAN has not approved for your unit. We will help with remote troubleshooting before discussing any return or repair.

On some SP configurations, wireless CarPlay or Android Auto uses the unit’s Wi-Fi connection, preventing a simultaneous connection to your phone’s hotspot. Contact ECAN to check the internet-sharing options supported by your version; do not assume USB or Bluetooth tethering is available. If Android Auto setup asks you to park, stop safely and have the installer check the required parking-brake signal connection.

A wireless phone connection may temporarily take over the unit’s Wi-Fi on some configurations. If the reversing image is missing, contact ECAN to check camera compatibility, required adapters and video-input settings for your SP version. CVBS cameras may require the correct NTSC or PAL setting, but not every vehicle or camera uses CVBS. Follow the settings confirmed for your equipment rather than changing them at random.

ECAN currently ships to the United States, Canada, Australia, and European countries where delivery availability has been confirmed. We do not currently ship to South America. Before ordering for a European destination, contact info@ecan-audio.com to confirm that we can deliver to your address.

Orders ship from mainland China via DHL or FedEx. We dispatch orders within 2 business days after payment is confirmed. Estimated transit time is 4–7 business days after dispatch; this does not include order processing time. Remote locations may take longer. Customs clearance, weather, holidays, and other shipping disruptions may also cause delays.

The product price includes shipping to supported destinations. Import duty and import VAT are not included and are the buyer’s responsibility, except where applicable law requires otherwise.

The ECAN SP main unit and accessories included in the box have a 2-year limited repair warranty starting on the delivery date. Repair labor is free. Materials and shipping costs are paid by the customer, except where applicable law requires ECAN to cover those costs. A repair or an approved replacement does not restart the original warranty period, unless applicable law requires otherwise.

Email info@ecan-audio.com before sending anything back. We will first provide remote diagnosis and review your request. The return address will be supplied after the return is authorized. Please wait for authorization and return instructions before shipping your item.

You may request a return within 30 days of delivery. Subject to applicable law, installation, misuse, or a condition that affects resale may result in the return being declined or a 10% return fee being applied. This fee is conditional and does not apply to every return. Where charged, it is calculated on the actual amount paid for the returned goods.

If an item is returned as faulty but testing confirms that it is fully functional, a 20% inspection fee applies, subject to applicable law. This fee is calculated on the actual amount paid for the returned goods. The 10% return fee and the 20% inspection fee are alternatives and are never charged together for the same returned goods.

We process refunds for approved returns within 10 business days after inspection is completed and the refund is approved. This is the refund processing period, not a guarantee that the funds will appear in your bank account within that time. Any mandatory refund deadlines under applicable law remain unaffected.

These policies do not limit your mandatory consumer rights or ECAN’s obligations under applicable law. Mandatory legal requirements take priority.