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Learn more about Ascrono®, your benefits as a customer, and how to contact us.
Frequently Asked Questions
About Ascrono Docking Station
How can I identify the model of my MacBook?
1. Click the Apple Logo on the top left corner and choose "About This Mac".
2. Read the Model name from the window.
Which unit is compatible with my MacBook?
Once you identified the model of your MacBook, refer to the table below for the docking station compatible with your MacBook. Click on the link so you will be directed to the Product page where you can add it to your cart.
| Your MacBook Model | Link To Product | |
| ||
| ||
| ||
| ||
| MacBook Air (M2, 13-inch, 2022) | ||
| MacBook Air (M2, 15-inch, 2023) |
Will this dock enable two monitors on the M1 and M2 13" MacBooks?
The 13” M1 and M2 MacBooks only support one monitor. This is how Apple designed this MacBook.
However, it is possible to extend the functionality of the MacBook M1 and M2 to two monitors by using the Ascrono External Graphics Adapter! This adapter can be bought individually here or you can purchase the docking station bundle which includes this adapter. Select your MacBook model and choose the bundle named Dual 4K HDMI Monitor for M1/M2.
This adapter is compatible with the Ascrono Docking Station and can extend the functionality of the MacBook M1 and M2 to multiple monitors.
Please refer to our Instructions Page on how to set up your MacBook M1 or M2 with the Ascrono External Graphics Adapter for a dual monitor set up.
Is the monitor shown in the photos included with the order?
No, the monitor is not included in your order. The monitor was simply placed there as a visual representation of how it would appear in your setup.
What are the available colors of the docking station?
The docking station is only available in space grey, which complements any MacBook color perfectly!
Unfortunately, we have no plans to offer the docking station in additional colors.
Do you have models compatible with the newly released 2023 & 2024 MacBooks?
Yes! Our docking stations are compatible with the 2023 & 2024 MacBook versions. To verify the compatibility of your MacBook, please refer to the product page on our website.
Could this cause my MacBook to overheat?
No, the dock does not cause your laptop to heat up more than usual since MacBook is designed to function in a closed state (Clamshell mode). Our docking station features ventilation holes that are strategically aligned with the MacBook's ventilation system, ensuring that airflow is uninterrupted.
What devices can I connect to the Docking Station?
The Docking Station has 2 built-in USB-C ports (up to 40Gbps) which are Thunderbolt-compatible, as well as a port for the MagSafe charger.
You can connect the MacBook charger, any USB-C powered device, and any USB-C adapter to utilize devices with HDMI, Ethernet, USB-A, etc.
This station does not include any adapter to HDMI, Ethernet, etc. Those need to be purchased separately (or you may already have one).
We offer bundles that include the Docking Station and adapters for the most common desktop setups for single and dual monitors.
If you would like to connect 2 monitors on a Model before 2020 (which charges via USB-C), at least one of your adapters needs a USB-C port for charging, so that you can connect the MacBook power cable at the same time as the 2 HDMI cables. (The adapters in our bundles have this function)
Can I use this docking station with my MacBook case on?
No, the station is designed to perfectly fit the shape of your MacBook ensuring a seamless docking experience. Attempting to dock your MacBook with a plastic cover will not be possible.
I am using the Apple Thunderbolt display (2011-2016). Is it compatible with the dock?
The 27" Apple Thunderbolt Display (2011-2016) may not function as intended when using the Docking Station.
A Thunderbolt 3-to-2 adapter is required to connect to MacBooks with USB-C ports. Depending on the adapter and the length of the Thunderbolt cable, the reliability of this connection varies.
Based on users' reports, we know that some users are able to use the Docking station with the 27" Apple Thunderbolt Display (2011-2016) with no issues, while others encountered monitor flickering or no connection at all.
Please contact us if you need help troubleshooting such a connection or if you would like to return the Docking Station within the 30-day money-back guarantee window.
Note: We have encountered no other incompatibilities or limitations with other monitors.
Why does this dock not have a built-in adapter (to HDMI, Ethernet, etc.)?
We get this question a lot! It is something we have put a lot of thought into while designing this product.
It’s also difficult to answer, so we want to take you a little bit behind the scenes into our thought process why we ended up not including a built-in adapter (we had completely designed and made prototypes with the adapter inside)
The first and most important thing to understand is why we made this dock in the first place.
We were tired of plugging and unplugging cables. We wanted a solution to seamlessly switch between a desk setup and working on the MacBook itself, without touching any cables or crawling under the desk to unplug something.
4 main reasons that made us decide against including the adapter:
1. Every user needs different ports
Every user has different needs. Some need 1 HDMI port, while others need 2. Some need an Ethernet adapter and others don’t. So it is very difficult to create a set of adapters that matches every user's need.
Sticking to 2x USB-C Ports, and additional adapters allows for flexibility so that the dock can support all kinds of setups, from simple to complex.
2. Lots of ports = lots of $$
Most importantly, every added port makes the product more expensive. So those who only need a few ports are paying extra for a lot of ports they do not really need.
It is more cost-effective and more future-proof to purchase the adapter separately from the dock.
Example 1: If you would like to connect 2 monitors via HDMI, you need 1 USB-C to HDMI adapter ($15) and 1 USB-C to HDMI adapter that also has a charging port for your MacBook charger ($25-50). The total cost is $40-75, while docks that support dual monitors usually cost $100-300. (and they are oftentimes quite unreliable if compared to single HDMI adapters)
Example 2: 1 Year after buying the docking station you buy a new monitor which you want to connect via Display Port. You simply switch your HDMI adapter for a Display Port adapter for $15-20, instead of having to buy a completely new dock.
3. Bulky & Lots of cables above the desk
The model we are selling now is beautiful because it has a very slim and minimal design, similar to the MacBook.
It is something that makes your desk look great.
We found that adding extra ports to the docking station made the entire station look very bulky and lots of cables were very visible at the back of the dock (on top of the desk).
It simply didn’t look great no matter what we tried.
If you attach any adapter to the current version of the docking station, the adapter can be underneath the desk surface, so it is easier to hide all the cables and creates a much cleaner look.
4. Focus on the main benefit
Even without the adapter included in the Docking Station, the main functionality we wanted to achieve with this product, making it as easy as possible to switch between desk setup and working on the MacBook, was achieved.
As you can tell with each of these reasons, we think about usability and customer experience first, and we also keep in mind what will be more cost-effective and future-proof for you, so you can enjoy your docking station for a long time!
Questions about Shipping
How fast is the shipping?
We offer worldwide shipping from multiple warehouse locations on different continents. (North America, EU, Asia)
The exact shipping time is dependent on your location, day of the week & product availability.
To get the exact shipping time to your location, please add the products you would like to order to the cart & follow the checkout process until you reach the shipping step.
Express shipping is available in select countries.
Read more here: Shipping Policy
How can I send a request to change my shipping address?
If you need to change your shipping address, please contact our customer service team at support@ascrono.com as soon as possible. We typically process orders within 12-24 hours (sometimes faster). If your order has not yet been packed/shipped, we can update the shipping address for you.
Therefore, we recommend reaching out to us as soon as possible to increase the possibility of a successful address change.
Please note that once the order has been shipped, we will not be able to make any changes to the shipping address.
There is no shipping option available to my location.
If you are unable to see any shipping options available for your location, it is possible that there may be an error with our website. We do ship to countries as mentioned in our Shipping Policy, so if you are located in one of these countries and are still unable to see any shipping options, please reach out to our customer service team at support@ascrono.com for assistance.
Where does my order ship from?
If we are out of stock locally or we do not have a warehouse in your country, the item will be shipped internationally. In this case, during checkout, you will see that the shipping method contains the word "International".
Please refer to our Shipping Policy for more details on international shipments by country.
For international shipments, you will see an estimated shipping time during checkout.
How can I track my order?
After your order was dispatched you will receive email notifications with the tracking number and status updates.
You can also track your order on our website here: https://ascrono.com/apps/aftership
Please note that it can take some time before you receive an email notification after your order has been shipped. This is because shipping carriers may take some time to update their system with the tracking information for your order. (varies by carrier)
Also, please keep in mind that we may not dispatch packages on weekends (this varies by country).
If you have not received any updates or have any questions or concerns about your order, please do not hesitate to contact our customer service team at support@ascrono.com for assistance. They will be happy to help you track your order and provide you with any information you need.
How do I return my product & get a refund?
If you wish to claim your 30-day money-back guarantee, please refer to our full returns policy on the Shipping Policy page. This policy outlines the terms and conditions for returning a product, including the timeframe for returns.
You have up to 30 days from the date of receipt to return the product for a refund. Please note that return shipping fees vary by country.
If you have any questions or concerns about our returns policy, please do not hesitate to contact our customer service team at support@ascrono.com for assistance.
Customs and Import Duties - For international shipments
For international shipments, customs and import duties may be applicable depending on the country of destination. These duties are not included in the price of the item or the shipping cost. The amount of customs and import duties varies depending on the destination country and the value of the item being shipped.
A quick Google Search will allow you to find details about the import tax amounts for your country. Since they can change over time for each country, we are unable to provide you with a full and accurate updated list.
Many countries also have a De Minimis Threshold up to which no import tax is due.
USA
The tax & declaration-free import threshold (De Minimis) for the USA is $800.
Australia
The tax & declaration-free import threshold (De Minimis) for Australia is 1,000 AUD.
EU & UK
International shipments to EU & UK Orders will be shipped via DDP (Delivery Duty Paid) methods, meaning that all duties are paid upfront, and you will not be subject to customs & import duties.
Find more details in our Shipping Policy
Questions about Pre-Orders
Why should I Pre-Order?
Pre-ordering a product that is out of stock or will be launched in the future can ensure that you are one of the first customers to receive the product when it becomes available. By pre-ordering, you reserve your spot in line and are guaranteed to receive the product first as soon as it is available.
Additionally, pre-ordering a product that will soon be launched often comes with benefits such as special pricing that may not be available once the product is officially released.
Can I cancel my Pre-Order?
Yes, you can, however, we do charge a $15 fee if you cancel your Pre-Order.
Why are we charging a cancellation fee?
Many vendors do not offer any cancellation options on pre-orders.
We believe you should be able to cancel anytime you want and receive a refund (issued to your original payment method).
However, we are allocating resources based on your pre-order to ensure timely fulfillment. In the case of a cancellation, we have to cover those costs.
We also want to prevent frequent ordering & cancellations, which would make our planning a lot more difficult and may affect other customers' timely fulfillment.
When will I receive my Pre-Order?
You can find the estimated release dates and back-in-stock dates on the Product page.
These dates are subject to change.
A release date referring to a month (for example December 2022) does not indicate the release at the beginning of the month, but rather any time within that month.
Also, please remember to account for handling and shipping time. (Example: If the product is released on the 26th of April, we will start shipping then. Including handling & shipping time the product may arrive at your door at the beginning of May)
We are working extremely hard to ensure the release date is met and plan for it conservatively.
However, above everything, we want to ensure great product quality.
This sometimes requires us to go the extra mile and spend a bit more time to make sure everything is perfect when you receive your product!
We will inform you via email about any eventual delays or timeline changes. We appreciate your support and patience!
Questions about Ascrono
What are the benefits if I purchase Ascrono® products?
When purchasing any Ascrono® products, you'll get:
Free shipping on select products, a 1-year warranty, a 30-day money-back guarantee, as well as support within 24h any time you need it.
Reach out to us via email at support@ascrono.com or Facebook Messenger Chat, we are happy to help with any technical issues you may face!
Where can I find the user guide?
The user guide is in the box, together with your purchased AscronoTM products. It's usually the first thing you'd see when you open the box.
For some products, video instructions are available as well on this link.
Are you planning to release more products soon?
Yes! At Ascrono, we are dedicated to simplifying your life by creating top-notch products that enhance your daily workflow. We have a multitude of products in the works that align with our mission, and we plan to unveil them shortly.
To stay informed about our product releases and updates, we encourage you to subscribe to our newsletter. You can sign up below to receive regular updates.
About Ascrono Docking Station
How can I identify the model of my MacBook?
1. Click the Apple Logo on the top left corner and choose "About This Mac".
2. Read the Model name from the window.
Which unit is compatible with my MacBook?
Once you identified the model of your MacBook, refer to the table below for the docking station compatible with your MacBook. Click on the link so you will be directed to the Product page where you can add it to your cart.
| Your MacBook Model | Link To Product Page | |
| ||
| ||
| ||
| ||
| MacBook Air (M2, 13-inch, 2022) | ||
| MacBook Air (M2, 15-inch, 2023) |
Will this dock enable two monitors on the M1 and M2 13" MacBooks?
The 13” M1 and M2 MacBooks only support one monitor. This is how Apple designed this MacBook.
However, it is possible to extend the functionality of the MacBook M1 and M2 to two monitors by using the Ascrono External Graphics Adapter! This adapter can be bought individually here or you can purchase the docking station bundle which includes this adapter. Select your MacBook model and choose the bundle named Dual 4K HDMI Monitor for M1/M2.
This adapter is compatible with the Ascrono Docking Station and can extend the functionality of the MacBook M1 and M2 to multiple monitors.
Please refer to our Instructions Page on how to set up your MacBook M1 or M2 with the Ascrono External Graphics Adapter for a dual monitor set up.
Is the monitor shown in the photos included with the order?
No, the monitor is not included in your order. The monitor was simply placed there as a visual representation of how it would appear in your setup.
What are the available colors of the docking station?
The docking station is only available in space grey, which complements any MacBook color perfectly!
Unfortunately, we have no plans to offer the docking station in additional colors.
Do you have models compatible with the newly released 2023 MacBooks?
Yes! Our docking stations are compatible with the 2023 MacBook versions. To verify the compatibility of your MacBook, please refer to the product page on our website.
Could this cause my MacBook to overheat?
No, the dock does not cause your laptop to heat up more than usual since MacBook is designed to function in a closed state (Clamshell mode). Our docking station features ventilation holes that are strategically aligned with the MacBook's ventilation system, ensuring that airflow is uninterrupted.
What devices can I connect to the Docking Station?
The Docking Station has 2 built-in USB-C ports (up to 40Gbps) which are Thunderbolt-compatible, as well as a port for the MagSafe charger.
You can connect the MacBook charger, any USB-C powered device, and any USB-C adapter to utilize devices with HDMI, Ethernet, USB-A, etc.
This station does not include any adapter to HDMI, Ethernet, etc. Those need to be purchased separately (or you may already have one).
We offer bundles that include the Docking Station and adapters for the most common desktop setups for single and dual monitors.
If you would like to connect 2 monitors on a Model before 2020 (which charges via USB-C), at least one of your adapters needs a USB-C port for charging, so that you can connect the MacBook power cable at the same time as the 2 HDMI cables. (The adapters in our bundles have this function)
Can I use this docking station with my MacBook case on?
No, the station is designed to perfectly fit the shape of your MacBook ensuring a seamless docking experience. Attempting to dock your MacBook with a plastic cover will not be possible.
I am using the Apple Thunderbolt display (2011-2016). Is it compatible with the dock?
The 27" Apple Thunderbolt Display (2011-2016) may not function as intended when using the Docking Station.
A Thunderbolt 3-to-2 adapter is required to connect to MacBooks with USB-C ports. Depending on the adapter and the length of the Thunderbolt cable, the reliability of this connection varies.
Based on users' reports, we know that some users are able to use the Docking station with the 27" Apple Thunderbolt Display (2011-2016) with no issues, while others encountered monitor flickering or no connection at all.
Please contact us if you need help troubleshooting such a connection or if you would like to return the Docking Station within the 30-day money-back guarantee window.
Note: We have encountered no other incompatibilities or limitations with other monitors.
Why does this dock not have a built-in adapter (to HDMI, Ethernet, etc.)?
We get this question a lot! It is something we have put a lot of thought into while designing this product.
It’s also difficult to answer, so we want to take you a little bit behind the scenes into our thought process why we ended up not including a built-in adapter (we had completely designed and made prototypes with the adapter inside)
The first and most important thing to understand is why we made this dock in the first place.
We were tired of plugging and unplugging cables. We wanted a solution to seamlessly switch between a desk setup and working on the MacBook itself, without touching any cables or crawling under the desk to unplug something.
4 main reasons that made us decide against including the adapter:
1. Every user needs different ports
Every user has different needs. Some need 1 HDMI port, while others need 2. Some need an Ethernet adapter and others don’t. So it is very difficult to create a set of adapters that matches every user's need.
Sticking to 2x USB-C Ports, and additional adapters allows for flexibility so that the dock can support all kinds of setups, from simple to complex.
2. Lots of ports = lots of $$
Most importantly, every added port makes the product more expensive. So those who only need a few ports are paying extra for a lot of ports they do not really need.
It is more cost-effective and more future-proof to purchase the adapter separately from the dock.
Example 1: If you would like to connect 2 monitors via HDMI, you need 1 USB-C to HDMI adapter ($15) and 1 USB-C to HDMI adapter that also has a charging port for your MacBook charger ($25-50). The total cost is $40-75, while docks that support dual monitors usually cost $100-300. (and they are oftentimes quite unreliable if compared to single HDMI adapters)
Example 2: 1 Year after buying the docking station you buy a new monitor which you want to connect via Display Port. You simply switch your HDMI adapter for a Display Port adapter for $15-20, instead of having to buy a completely new dock.
3. Bulky & Lots of cables above the desk
The model we are selling now is beautiful because it has a very slim and minimal design, similar to the MacBook.
It is something that makes your desk look great.
We found that adding extra ports to the docking station made the entire station look very bulky and lots of cables were very visible at the back of the dock (on top of the desk).
It simply didn’t look great no matter what we tried.
If you attach any adapter to the current version of the docking station, the adapter can be underneath the desk surface, so it is easier to hide all the cables and creates a much cleaner look.
4. Focus on the main benefit
Even without the adapter included in the Docking Station, the main functionality we wanted to achieve with this product, making it as easy as possible to switch between desk setup and working on the MacBook, was achieved.
As you can tell with each of these reasons, we think about usability and customer experience first, and we also keep in mind what will be more cost-effective and future-proof for you, so you can enjoy your docking station for a long time!
Questions about Shipping
How fast is the shipping?
We offer worldwide shipping from multiple warehouse locations on different continents. (North America, EU, Asia)
The exact shipping time is dependent on your location, day of the week & product availability.
To get the exact shipping time to your location, please add the products you would like to order to the cart & follow the checkout process until you reach the shipping step.
Express shipping is available in select countries.
Read more here: Shipping Policy
How can I send a request to change my shipping address?
If you need to change your shipping address, please contact our customer service team at support@ascrono.com as soon as possible. We typically process orders within 12-24 hours (sometimes faster). If your order has not yet been packed/shipped, we can update the shipping address for you.
Therefore, we recommend reaching out to us as soon as possible to increase the possibility of a successful address change.
Please note that once the order has been shipped, we will not be able to make any changes to the shipping address.
There is no shipping option available to my location.
If you are unable to see any shipping options available for your location, it is possible that there may be an error with our website. We do ship to countries as mentioned in our Shipping Policy, so if you are located in one of these countries and are still unable to see any shipping options, please reach out to our customer service team at support@ascrono.com for assistance.
Where does my order ship from?
If we are out of stock locally or we do not have a warehouse in your country, the item will be shipped internationally. In this case, during checkout, you will see that the shipping method contains the word "International".
Please refer to our Shipping Policy for more details on international shipments by country.
For international shipments, you will see an estimated shipping time during checkout.
How can I track my order?
After your order was dispatched you will receive email notifications with the tracking number and status updates.
You can also track your order on our website here: https://ascrono.com/apps/aftership
Please note that it can take some time before you receive an email notification after your order has been shipped. This is because shipping carriers may take some time to update their system with the tracking information for your order. (varies by carrier)
Also, please keep in mind that we may not dispatch packages on weekends (this varies by country).
If you have not received any updates or have any questions or concerns about your order, please do not hesitate to contact our customer service team at support@ascrono.com for assistance. They will be happy to help you track your order and provide you with any information you need.
How do I return my product & get a refund?
If you wish to claim your 30-day money-back guarantee, please refer to our full returns policy on the Shipping Policy page. This policy outlines the terms and conditions for returning a product, including the timeframe for returns.
You have up to 30 days from the date of receipt to return the product for a refund. Please note that return shipping fees vary by country.
If you have any questions or concerns about our returns policy, please do not hesitate to contact our customer service team at support@ascrono.com for assistance.
Customs and Import Duties - For international shipments
For international shipments, customs and import duties may be applicable depending on the country of destination. These duties are not included in the price of the item or the shipping cost. The amount of customs and import duties varies depending on the destination country and the value of the item being shipped.
A quick Google Search will allow you to find details about the import tax amounts for your country. Since they can change over time for each country, we are unable to provide you with a full and accurate updated list.
Many countries also have a De Minimis Threshold up to which no import tax is due.
USA
The tax & declaration-free import threshold (De Minimis) for the USA is $800.
Australia
The tax & declaration-free import threshold (De Minimis) for Australia is 1,000 AUD.
EU & UK
International shipments to EU & UK Orders will be shipped via DDP (Delivery Duty Paid) methods, meaning that all duties are paid upfront, and you will not be subject to customs & import duties.
Find more details in our Shipping Policy
Questions about Pre-Orders
Why should I Pre-Order?
Pre-ordering a product that is out of stock or will be launched in the future can ensure that you are one of the first customers to receive the product when it becomes available. By pre-ordering, you reserve your spot in line and are guaranteed to receive the product first as soon as it is available.
Additionally, pre-ordering a product that will soon be launched often comes with benefits such as special pricing that may not be available once the product is officially released.
Can I cancel my Pre-Order?
Yes, you can, however, we do charge a $15 fee if you cancel your Pre-Order.
Why are we charging a cancellation fee?
Many vendors do not offer any cancellation options on pre-orders.
We believe you should be able to cancel anytime you want and receive a refund (issued to your original payment method).
However, we are allocating resources based on your pre-order to ensure timely fulfillment. In the case of a cancellation, we have to cover those costs.
We also want to prevent frequent ordering & cancellations, which would make our planning a lot more difficult and may affect other customers' timely fulfillment.
When will I receive my Pre-Order?
You can find the estimated release dates and back-in-stock dates on the Product page.
These dates are subject to change.
A release date referring to a month (for example December 2022) does not indicate the release at the beginning of the month, but rather any time within that month.
Also, please remember to account for handling and shipping time. (Example: If the product is released on the 26th of April, we will start shipping then. Including handling & shipping time the product may arrive at your door at the beginning of May)
We are working extremely hard to ensure the release date is met and plan for it conservatively.
However, above everything, we want to ensure great product quality.
This sometimes requires us to go the extra mile and spend a bit more time to make sure everything is perfect when you receive your product!
We will inform you via email about any eventual delays or timeline changes. We appreciate your support and patience!
Questions about Ascrono
What are the benefits if I purchase AscronoTM products?
When purchasing any AscronoTM products, you'll get:
Free shipping on select products, a 1-year warranty, a 30-day money-back guarantee, as well as support within 24h any time you need it.
Reach out to us via email at support@ascrono.com or Facebook Messenger Chat, we are happy to help with any technical issues you may face!
Where can I find the user guide?
The user guide is in the box, together with your purchased AscronoTM products. It's usually the first thing you'd see when you open the box.
For some products, video instructions are available as well on this link.
Are you planning to release more products soon?
Yes! At Ascrono, we are dedicated to simplifying your life by creating top-notch products that enhance your daily workflow. We have a multitude of products in the works that align with our mission, and we plan to unveil them shortly.
To stay informed about our product releases and updates, we encourage you to subscribe to our newsletter. You can sign up below to receive regular updates.
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Don't see your concern listed above?
Let us know how we can help you further by contacting us here.
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